Lowe’s vs Home Depot: Which is the Best Home Improvement Store?

Whether you are a DIY-er or a professional contractor undertaking a home improvement project, you will need the right tools and supplies. Home Depot and Lowes are two of the USA's most popular box home improvement stores. 

They have similar business models and product ranges, which can make it confusing for customers to choose the best home improvement company.

This article will compare Lowe's vs Home Depot in terms of product selection and prices, policies, customer service, and prices. We refer to various online reviews on Pissedconsumer.com to help you determine which one is better for you.

Key Insights

• Lowe's was founded in 1946, and Home Depot in 1978. Although Lowes has been in the market longer, Home Depot has gained a bigger market share.
• The two companies offer a wide range of products in similar categories, including tools, flooring, home appliances, and more.
• Since their product categories overlap, you are likely to find the same product from either retailer, except for the exclusive brand products.

Product selection and prices

Home Depot and Lowe's offer a wide range of home improvement products. However, while they have similar product categories, the specific product selection for each category varies.

Each retailer sells exclusive brands as well as items from well-established brands. Some Lowe's exclusive brands include Kobalt, Task Force, Pella Windows, Valspar paints, and Sherwin-Williams. Meanwhile, exclusive Home Depot brands include Husky, Ryobi, RIDGID, Behr, and Glidden paints, among others.

Both companies offer products in different price ranges for every category to fit different customers' budgets. In addition, they provide regular online and in-store sales and discounts. 

However, some Home Depot reviews indicate complaints regarding extra fees when buying items from the stores. For example, in review #1757657, the customer complained that besides the product's purchase price, regular delivery, installation, and disposal fee, they were being charged an extra $60 LG delivery fee to purchase a microwave from Home Depot.

While in review #6204624, the customer complained that Lowes did not stand behind their price match policy:

Purchased a refrigerator and within a few days of purchase Lowe's dropped price by $100.Was told that since I opened a Lowe's charge and received a $100 discount they could not adjust the price since I was already discounted $100...

Online shopping and in-store pickup

Both Lowe's and Home Depot offer the option to shop online or in-store. Home Depot has a wider network of stores worldwide. According to the latest data, Home Depot had 2335 stores across the United States, Canada, and Mexico, while Lowes had 1978 stores in the same territories as of the end of 2023.

 Home Depot vs Lowe's reviews indicate complaints about the difference between in-store and online selection.

For example, in review # 6135888, the customer explains that they checked the Lowes website several times for specific products. In all instances, the products were not stocked in-store, but "you will find the same item of a much higher priced brand name in stock."

A similar incident was reported in Home Depot review:

Home Depot continues to shows items in stock, which is not true or the item has to be picked upat a later date or home delivered.

Return policies 

Home Depot's return policy allows for most items to be returned within 90 days with proof of purchase. However, there are exceptions to some items as follows:

• 48 hours – all major appliances e.g., refrigeration appliances, washers, dryers, ranges, dishwashers, and microwaves.
• 30 days - furniture, gas powered equipment and tractors, consumer electronics such as television and computers, and pain sprayers.
• 365 days – most plants including perennials, trees, roses, and shrubs.

The 365-days return policy also applies to all items purchased with the Home Depot Consumer Credit Card, the Home Depot Pro Xtra Card, or the Home Depot Commercial Account.

Source: homedepot.com

The Lowe's return policy is quite similar. Most items have a 90-day return period and the rest fall under 48 hours, 30 days, and 365 days. However, the specific categories of the products for each return period differ from that of Home Depot as follows:

• 90-days: most new, unused merchandise, plants (excluding trees, shrubs, and perennials,) and CRAFTSMAN outdoor power equipment
• 48 hours – all major appliances, paint sprayers, air conditioners, evaporative coolers, portable generators, pressure washers, chainsaws, utility vehicles, go-karts, golf carts, and motorized bikes.
• 30 days – liquid paint, TV and electronics, water heaters, and most outdoor power equipment.
• 365 days – perennials, trees, roses, and shrubs.

Similar to Home Depot, the Lowe's 365-days return policy also applies for all items purchased with the Lowes Commercial Account (LCA), Lowe's Business Advantage (LBA), MyLowe's Reward Credit Card (MLRCC), or Lowe's Business Rewards (LBR).

With both companies, you can return eligible items by mail or instore. Certain items are unreturnable, as provided in the respective company's return policy.

Shipping and delivery

The Home Depot shipping policy stipulates different delivery options, including same-day delivery, next-day delivery, free delivery, scheduled delivery, store pickup, and appliance delivery and installation. Available delivery options are indicated on each product's page. 

Home Depot also offers an in-store pickup option. You can order an item online and pick it up from your preferred store for free in 2 hours.

On the other hand, the Lowe's shipping policy offers free standard shipping for orders that meet the following criteria:

• Items totaling $45 or more before taxes, fees, or shipping charges.
• Items that weigh less than 150 pounds or 70 pounds for PO boxes and APO/FPO addresses
• Shipping to a single address

Alternatively, Lowe's offers truck or appliance delivery for large or bulky items over 150- or 70-pound to your home's main entrance. However, delivery of large items takes up to 10 business days. In addition, Lowes offers a same-day pickup option for a range of products depending on in-store availability.

Despite the clearly stated policies, Lowe's vs Home Depot complaints evidence issues with returns, delivery, and shipping by both companies. For example, in Home Depot review, the driver refused to deliver the ordered building materials to the customer's ranch yet the customer was only refunded partially.

I was advised that they did not have the computer codes to refund canceled requests for pallets and the shipping fees.

Customer service

The first line of customer support for both home improvement stores is their help center. However, if you need further assistance, both Lowe's and Home Depot offer phone support, live chat, and email support as provided on their individual websites.

Lowe's phone numbers

• Main customer service line: 1-800-44LOWES (1-800-445-6937)
• Sales: 1-877-465-6937
• Repairs, warranties, and protection plans: 1-888-775-6937
• Pro service desk: 1-844-569-4776

Home Depot phone numbers

• General customer service: 1-800-430-3376
• In-store purchases: 1-800-HOME-DEPOT (1-800-466-3337)
• Major appliances: 1-800-455-3869

It's worth noting that Home Depot provides 24/7 text support through 38698.

Based on PissedConsumer features such as reviews and ratings, customers are generally dissatisfied with the customer support offered by both companies. Lowe's customer service is rated at 1.4 out of 5 stars, while Home Depot customer service is rated at 1.5 out of 5 stars.

Consumer insights on PissedConsumer.com further indicate 76% of Lowes customers compared to 59% of Home Depot customers said they were able to get through to a customer representative. However, only 5% of Lowes customers vs 9% of Home Depot customers said their issues were resolved.

Lowe's and Home Depot have a strong social media presence on Twitter, Facebook, and Instagram, where they post regularly and engage with customers. 

Lowe's vs Home Depot: Which Is Better for You?

The two big box home improvement stores are similar in many ways but have a few differences, as follows:

Similarities

• Both offer a wide range of products in similar product categories.
• Both offer price-match policies, regular sales, and discounts.
• They have similar return policy periods ranging from 48 hours to 365 days, with most items falling under the 90-day return period.
• They have a similar business model.
• Both offer in-store and online shopping.

Differences

• Each has exclusive brands in some product categories.
• Home Depot has a wider network of stores across the USA.
• Lowes provides only two shipping options: free standard shipping and bulk, while Home Depot has more options, including same-day, next-day, and free shipping.

Choosing Between Lowe's vs Home Depot

There is stiff competition between Lowe's vs Home Depot. They have similar business models, return policies, and product range and easy accessibility across the USA. Customer reviews also indicate similar complaints for both companies.

Ultimately, your choice of the best home improvement store comes from personal preference and whether you are keen to buy any exclusive brands. Ensure to do comparison shopping for the specific products you want to buy to see if one company offers a better selection and prices than the other.

What has been your experience with Lowes vs Home Depot? Write a review on Pissedconsumer.com.