Home Depot and Lowe’s Announce Customer Service Changes—How They’ll Affect You

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For many Americans, whether they frequent Home Depot or Lowe’s often depends on which home improvement store is closer to their home. But more discerning DIYers might be swayed by the particular brands the store carries (i.e. Pella versus Andersen windows) or which store credit card they have. Now, both Home Depot and Lowe’s are throwing another variable into the mix, as they’ve just announced competing AI customer service features.

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Home Depot just unveiled its Magic Apron smart tool.

In a March 6 press release , Home Depot unveiled Magic Apron, an AI tool available on the Home Depot app and “millions” of website product pages.

“The first-of-its-kind technology is powered by a proprietary home improvement knowledge base, combining large-scale datasets with The Home Depot’s own expertise and product information,” reads the release. “It’s like having your trusted store associate on hand, delivering reliable, accurate answers.”

How can customers use this tool?

For example, if you’re on the product page for a pressure washer, you can ask Magic Apron questions like, “How do I know what size pressure washer I need?” The tool will break down the different specs of the sizes and give you scenarios in which you’d use each (washing cars, cleaning a deck, etc.).

Or, if you ask something like, “How many bags of mulch do I need for a small garden bed?” you’ll receive a full step-by-step breakdown of how to calculate this.

Jordan Broggi , executive vice president of customer experience and president of online at Home Depot, said that the goal of Magic Apron is to provide online customers with the same level of customer service they’d find in-store.

In the coming months, Magic Apron will roll out new features, including “design ideas, product comparisons, and recommendations,” according to Bloomberg . The press release also states that the tool will expand to the Home Depot Pro website, “offering tailored support to professional contractors and business account users.”

Home Depot

RELATED: Big Lots Is Opening Remodeled Stores Next Month—Here’s Where .

And Lowe’s unveiled its own AI assistant, Mylow.

Just a day before Home Depot’s announcement, Lowe’s unveiled its own AI assistant, Mylow.

“Developed in collaboration with OpenAI and leveraging Lowe’s expert advice, Mylow delivers the expertise of a trusted Lowe’s associate anytime and anywhere, providing customers with clear steps and practical solutions for projects ranging in type and complexity all from the palm of their hand,” reads the press release .

The tool’s capabilities seem pretty similar to Magic Apron, but there’s a caveat to Mylow: It’s currently only available on desktop and mobile views for MyLowe’s Rewards loyalty members. The company says it will expand to the Lowe’s app with voice capabilities later this year.

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Big Lots Is Opening Remodeled Stores Next Month—Here’s Where

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If you’re confused about what’s going on with Big Lots , you’re definitely not alone. The discount retailer has been yo-yo-ing back and forth for several years about its closure plans. But here’s the latest: After being “saved” by liquidation firm Gordon Brothers Retail Partners in January, the plans suggested that between 500 and 600 of Big Lots’ remaining 870 locations would close. As for the remaining stores, they’re reportedly being remodeled, and these improved outposts will reopen in four waves, the first of which is set for April.

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It’s been a long road for Big Lots.

Big Lots first began closing stores in 2022 , but things really took a turn for the worst this past September when they filed for bankruptcy. There was a brief glimmer of hope when Nexus Capital entered the picture to buy the company, but that deal quickly fell through.

Then, just before the end of 2024, Gordon Brothers Retail Partners came in with another offer to buy Big Lots, and this one stuck. The deal stipulated that Gordon Brothers would sell off hundreds of store leases and transfer the remaining Big Lots locations and company assets to Variety Wholesalers, Inc.

Many Big Lots locations are still closing.

At the end of January , Gordon Brothers released its Phase I list of 496 Big Lots locations set to close, with the majority in Texas (72), New York (49), and Florida (44). “The new-to-market stores are primarily located in shopping centers across 47 states and range in size from 18,963 to 54,933 square feet,” Gordon Brothers wrote on their website at the time.

A week later, the list expanded by 150 additional locations in Phase 2 of the plan. As Best Life reported , we counted 544 total locations set to close, though other reports vary.

Stores on the chopping block have already commenced going-out-of-business sales. A banner on Big Lots’ website reads, “All Stores Closing! Final Days! Save Now 50%-80-% Off Entire Store.” A previous restructuring website has been taken down.

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Remaining Big Lots stores are being remodeled and reopened in four phases.

As for the lucky Big Lots stores that aren’t closing, Variety Wholesalers confirmed to Fast Company that they will reopen some of the roughly 200 stores that they acquired. This will happen in four phases between April and June.

Variety’s vice president of sales and marketing, Jeff King , told Fast Company that nine southern locations are currently being remodeled. They will have soft openings on April 10 with “new categories of merchandise.” The locations are:

• Mount Sterling, Kentucky
• Metairie, Louisiana
• Tupelo, Mississippi
• Pearl, Mississippi
• Asheboro, North Carolina
• Clarksville, Tennessee
• Gallatin , Tennessee
• Dickson, Tennessee
• Roanoke, Virginia