Lowe's Home Improvement - Fort Payne, Alabama

Ken Todd

Update: September 4, 2024: For the first time in months, I left the store without feeling unhappy or regretting my decision to visit. This positive change was due to three employees who dedicated themselves to their work. Jon in plumbing patiently assisted me in locating the washers I required. Jessica in the paint department seemed to genuinely enjoy her job, providing professional and helpful service; she was friendly and answered all of my paint-related questions, eagerly. Stacy at the Service Desk facilitated a phone payment and offered a sincere apology when I mentioned the store's usual poor customer service; I told her it was not her fault, and was touched by her sincerity. All (Stacy, Jessica, and Jon) are obviously proud members of the Lowe's family and these 3 do not want anyone who visits their store to be disappointed! It seems that the day staff at Lowe's has improved significantly, showing professionalism, a willingness to help, and attentiveness. I have not yet visited this location during the evening but hope to find the same level of improvement then. I remember when every employee at Lowes acted like these 3 did today; I was beginning to think those days were long gone. Kudos to the Management for hiring these 3 exceptional employees. They represent Lowes well and are an asset to the company. And, as a Customer, I appreciate good customer service!

BELOW IS FROM A PREVIOUS POST:
I returned to the Lowes after a visit 5 months ago which I had previously given a 1 Star rating (you can read it below):

Yesterday, kudos to whoever hired Angie S. who was working at the Pickup Desk. She was courteous, helpful and I could tell she really enjoyed her job. It's people like Angie S. who give me hope that management is aware of the problems I encountered previously and have people now in place who will make my visits to Ft. Payne's store a better experience! Try them out and see if you don't agree that Lowe's has a new focus: Customer Service!

PREVIOUS RATING: 1 STAR (5 months ago)

Yesterday, I visited the Lowes in Fort Payne and was taken aback by the attitude of the employees. Despite Lowes promoting a "Do it Yourself" ethos for projects, it seems this mindset now extends to obtaining customer service within the store; if you need help finding something, you'd better find it yourself---don't expect anyone who works there to help you! The experience was disappointing as I found myself on a solitary quest to locate items on my list, including a 40" ruler or Carpenter's Square, a sheet of plywood/OSB, and drywall tape which were scattered throughout the store.

Despite the store not being overly busy, my search took at least 25 minutes and I finally had to stop an employee and ask him where rulers/squares were. He pointed me to the front of the store. The OSB was fortunately near the front of the Contractor's Checkout (and not displayed with the other thicknesses of OSB), but the absence of available carts or buggies compounded the challenge. At 71 years of age, while the load wasn't excessively heavy, handling a 4 x 8 ft. sheet of plywood proved awkward ; too, the area was windy (a Wind Advisory had been issued by the National Weather Service) and the wind loved playing havoc with the 4 x 8 sheet of OSB. To my dismay, there were no carts in sight. ( I did manage to get it out of the store and waited for my Brother to drive up nearby so it could be loaded, see photo of my 4 x 8 leaning and waiting for its ride,)

Donnie Roberson

Can't voice my opinion on lowes. But CEO said it live. Didn't care about conservatives spending money in their establishment. So take that for what's it worth to u. But I built 3 houses from there. Till that was stated. Now, I spend my money with a local saw mill guy, and mom and pop hardware

James Hunt

The staff were amazingly helpful. Store always seems clean and organized. They always seem to have what I'm looking for. I have to go out of my way a bit to shop there, but I like it much better than the other big box stores in the area.

Gregg Walsh

May be the best Lowe's I've been to. As soon as I entered the store, I was welcomed by an associate. When I got to the department where I was shopping, I again was greeted and asked if I needed help. The associate personally took me to the exact location of the items I needed and stayed with me until I was good (then proceeded onto the next customer in the area!). Service like this does not go unnoticed!

meghan rabren

I went in search of a nut! I ordered a stringless weed eater online. This thing is awesome, it has metal blades!! It also had a nut that holds the blade on, which came loose and then came off. My daughter and I had been searching among the very large assortment of nuts on the fasteners aisle for 30-45 minutes. A Lowe's employee turned up, asked if he could be of help. I handed him the weed eater and explained. He smiled and said okay. Bless Mike! It took a few minutes, not long and he handed me a pack of nylon lock nuts with a smile. I tried to tip him $10 for such assistance. He refused. Thanks to Mike at Lowe's in Fort Payne, Al. I truly appreciate the help.

Wesley Bethune

I came to the store this morning to pick up some items. Unfortunately, due to time zone I showed up an hour early. I was able to catch Dustin outside and he came up with the idea that if I would do my order online, he would get my order ready and bring it out to me. This kept me from having to sit in the parking lot for an hour in order to get my stuff. I’d greatly appreciate him, throwing that idea out there and helping me out.

James Wilson

This Fort Payne store sold me well over a thousand dollars worth of Trex Composite decking on clearance for half off. I paid and asked if they shouldn't pull my order before it sells out. They looked on their computer and said, "Don't worry, Rome and Gadsden still both have over 300 boards each, If this sells, we will just get it from their inventory. I paid and also paid the delivery fee of 79 dollars. Several days later, they called and canceled my order, saying at the other locations, it wasn't on clearance. I had already ordered 1000 fasteners online to put down the decking and bought framing lumber. Now I have to return all this to different locations and eat the other delivery fees. Ridiculous. I was assured by a supposed store manager I would get my order. Update.... Called number left by owner from response below. After 23-minute wait I was told they could place a new order at full price. Not the clearance rice of half off which I had paid. So absolutely no help & wasted 30 more minutes of my time with a Bogus let us help response.

Catherine Fano

Outstanding service in the kitchen cabinet and appliance department! Tina, the designer, was attentive to details, extremely helpful, and respectful making our “dream kitchen” experience exceptional. We truly recommend her and Amy, the manager, to work with for all your cabinet, appliances, and countertops needs. They made us feel like family!