Lowe's Outlet of Monrovia — Attraction in Monrovia

Horrible customer service experience at the outlet. I’ve bought from them before including a fridge for me. This was our second bad experience with purchase of something that didn’t work when we got it home, so buyer beware. Rushed over on Julu 3rd to buy a fridge for my Disabled sisters house before the holiday as hers had stopped working.. It was near to close and the guy working didn’t want to help-I wanted to know if they had more than one of the fridges I was interested in as this one had several dents but he said we have to look which we obviously couldn’t do since we had to buy one that day. He refused to give me option of 5% off rather than no interest- said I was receiving enough of a discount already, said no one would help my boyfriend to load the the fridge on the truck. Installed on the 4th and the control panel keeps flashing but we wait overnight to see if it just needs time to cool. Went over today and control panel still totally non responsive and not registering temps and the door sensor not working. Tried to call them to ask if we can have a little more time to return as I would need to buy another replacement fridge ( from them) and we live 45 miles away. No one answers. My BF goes over to the store and they tell him they will not give any more time and it has to be returned today. He asks to speak to the manager and they tell him no manager until Monday- no offer to call him. I’m frantically trying to find a fridge for pickup today and there is nothing in stock. BF goes to my local Lowe’s and between my online research and an extremely helpful associate purchased another fridge for delivery tomorrow just before cutoff time. They tell me that since I purchased with my Lowe’s card that I have an extended return window for appliances. They try to call the outlet for us to get another day to return, after new unit arrives but no one answers them either. I call customer service phone number and they say the policy applies at the outlet. Outlet employees continues to say no and again can’t speak to manager. Loss of food and more gas - now we Have to take all groceries out of fridge to return today and the frozen food not staying cold enough even with cooler and ice ( more expense) . BF and I spent most of the three day weekend dealing with this and now have to wait tomorrow for delivery of new fridge because they don’t care anything about...

If there is a 1/4 of a star or rotten apple, this is what I would rate this newly opened Lowe's outlet in Monrovia CA. Just came home from our trip to Lowe's and we had a horrible experience and it was a disaster. Lowe's just lost a thousand dollar sale.

Strike One - we can hardly find a sales person, it took 30 minutes and 4 people before we got some help. We already had decided on the washer and dryer , so we were ushered to the cashier's area to pay. Guess what the system is down and they cannot process anything, we have to wait. There were 3 other people in line waiting to pay too.

Strike Two - We waited and waited, 1 hour has passed, computer was still down. I felt suddenly nauseous maybe because there was no proper ventilation or might be the heat. I got up to grabbed a bottle water from the store fridge. I wanted to pay but... Sorry, computer is down. Can I just pay in cash? Nope, sorry, can't take your money. Wow! Had I passed out they could have been in trouble. I sat on a bench with my husband near the cashier's counter and luckily a saleslady offer water. She came back with 2 small bottles of frozen water, that is all they had available to give. Oh dear! I went to the gas station to get my water.

Strike Three - We started seeing people paying and noticed we were not attended to, so I called again the the sales guy who helped us and we were ushered back to the cashier's counter. Guess what? they lost our sales order and started asking us what were the prices of the items we are buying. After a minute of shuffling and flipping the documents they finally found them.

My husband was shocked when he was told that the item we were buying are special orders. My husband was at his breaking point and still he kept his cool.

OUT!!!! - The cashier had a hard time processing the payment, the code she entered won't get through, one, two, three more attempts, the transaction was not accepted. She called a saleslady for help to give him the correct code and still it didn't work. This time my husband finally gave up. WE ARE DONE! Cancel the transaction and we left.

Realization from this trip? Lowe's Outlet in Monrovia has a hired a bunch of people untrained and unskilled people.

Stay away...

I made multiple trips here to find a refrigerator that my wife and I both like. Took us a few visits but Marco and Blaine helped us find the one we were actually looking. We knew what we wanted and they helped us find suitable refrigerators out of which we chose the one we liked the most. They have low staff so sometimes you have to wait for a while to get help. But, they help a lot. The overall store had quite a lot of pieces of appliances and they restock very frequently. On every visit, we saw at least a few new appliances. Be patient, know what you are looking for, keep the budget constraint, and you will walk out with something you like. Of course you have to make some compromise with the cosmetic damage(s). You have to check the item thoroughly because they will ship the item in as is condition. The refrigerator I chose have a water dispenser inside of it but I didn't know the water pipe usually comes with the fridge. Upon delivery, they told me that it didn't have the water pipe so we didn't bring it. I don't even need it but still I should have known. Delivery was also good. The entrance to my kitchen was not wide enough so the guys took out the door and refit it after putting fridge in its place. Overall, I am happy with my purchase and...