Cabinet Order Disaster
PORTSMOUTH, VIRGINIA -- I purchased Woodgate red oak cabinets from the Lowe's of Portsmouth, VA on July 6, 2009. First, we were greeted and taken care of while we were in the cabinet department. All employees were friendly; however, when my husband and I applied for a joint Project Card, the employee only put in his name. Therefore, I cannot use the card. My husband had to call after we got the one card, with his name on it, and they are sending us a form to make the account joint.
Next, when we went to pay at the front, the employee told the cashier to ring up everything (even the items I did not have), which caused a problem. If everything was rung up as if we took it with us, how would the store know what they owed us? All of the cabinets were not in stock, which was no problem for me since my contractors still had weeks before they would begin. I was told the cabinets that they "owed" me would be in within a few weeks and they had me pay for everything and sign a "delivery/take"
slip. I had to ask for a copy of this, and I am really glad I did because problems did develop. As soon as I got home, I worried that there wasn't something right. I contacted corporate Lowe's through their website. I received an immediate response, and I was told the store manager would contact me.
The next day, a store manager did contact me. He had no idea who I was and what I was talking about. I gave him item numbers (thank God I had the delivery slip), and he put in the computer what I was owed. He told me our cabinets would be in on the 10. I called on the 14 and spoke with a customer service representative at Lowe's. She insured me my cabinets were all in-stock. My husband and father-in-law drove all of the way back to Lowe's in Portsmouth. The customer service people were very nice and pulled my order sheet and gave it to a young man to go get. He came back with one cabinet. I explained everything was supposed to come in on the 10 and they should be in the back. I stood at the front for a while, but no one said anything to me. I noticed the young man was helping someone else. So I went and asked him what was going on with my cabinets, and he told me they were not here. I went back to cabinets, where I saw no one, but two women in vacuums. I explained who I was and if anyone was working cabinets. They said they were (thanks for letting me walk around cabinets in circles!), and that my cabinets were not here and they had no idea that they owed me any. Then I explained that I had talked to the manager and one of the women told me she was the manager. Then she said that someone was back there looking (why wasn't she?), and that she didn't think they were back there because the computer did not show they owed me anything. I (thank god) had my take slip from the original purchase, which proved they owed me cabinets. She told me a customer service representative would return the items they owed me, then re-ring them as an "owe" this
way the account/corporate/district supplier would all know they owe us cabinets. I left, with one cabinet, and feeling very upset.
So I called corporate twice this time and filed a formal complaint. In my complaint, I told them about the credit disaster and the problems with the store. I also told them I was going to file with the Better Business Bureau if a REAL manager did not call me within 24 hours. Obviously I had been talking to shift or assistant or department managers. While I was on the phone with corporate, the sales person from cabinets, who sold me the cabinets, called me and told me there was a truck coming that night, the 15th, and my cabinets would be on it, but that I should call first to make sure. To this I replied, I all ready called and everyone says they either have no idea what I am talking about or my cabinets are there, so that won\'t work. Then I ended the call. Within 24 hours of filing 2 complaints, Peter, the store GM called me (while I was at an
other Lowe\'s ironically!), and told me he was tracking down my cabinets at the distribution center. I told him to call me back when he found them. He called me back a few minutes later and told me the cabinets would be on the truck scheduled for Sunday the 19th. I asked if they could be delivered on Monday because my husband and I could not drive a third time to Portsmouth. He scheduled the delivery for me and my cabinets came today, July 20 at 12:30. The men were very nice and Peter was fabulous. I am very appreciative of the delivery.
My contractors are scheduled for the 23 so there was no money or time lost, but the emotional stress was overwhelming. I'm glad that I called and emailed corporate Lowe's 4 times, and that the GM finally contacted me. Lesson is always talk to the GM, not a department manager. Also, when nothing gets done, letting them know I was all ready logged into the Better Business Bureau ready to file my complaint and seek legal action was effective. Also, I think being polite and not losing my cool was effective. My father worked for Lowe's and I know this is not how they want customers treated. My advice is careful ordering, and always talk to the GM.