Lowes Complaint (letter sent to Lowes)
MOREHEAD, KENTUCKY -- I am a recently retired legal administrative assistant and office manager of a prominent law firm with over forty years experience dealing with the public on a daily basis. Contrary to what your employees may have told you, I am not crazy, merely a highly dissatisfied, mistreated, and now ex-Lowe's customer.
When you walk into a store and all the employees are standing around with cell phones in their ears, it is obvious they are not interested in the customer.
On September 24, 2006, my son and I went to your Lowe's store in Morehead where we selected an oak door, same style as my neighbor had selected, specifying no dead bolt. We were told we would owe $72.50 for installers to come to Maysville and measure the entryway. This amount was paid on 9/24/06 at 11:06 a.m.
On October 2, 2006, I returned to your store (accompanied by two adult friends) to sign the contract for the door. At that time, I was advised I would need to purchase a lock. I selected the lock for single entry only, showed it to your clerk who assured me it was the correct lock for the door I had selected. This transaction took almost 90 minutes to complete. This should have been a clue as to the type of treatment I would receive if I continued to deal with Lowe's, which unfortunately I did.
On October 14, my son and I again returned to Lowe's (it seems we just kept making the same mistake) to select some flloring. After finally finding someone to assist us, we made two selections and as usual, anted up another $72.50.
On October 22, 2006, my same two friends and I returned to the store. At this time I made a change in selection of flooring from granite tile to vinyl covering. Not once during this transaction were we told the floor covering had to be ordered. I was assured by Euell there was no problem making this change since a contract had not yet been signed. At this time, I borrowed a sample of the floor covering I had selected so that I might find a counter top to complement it. After waiting 25 minutes, an associate finally showed up to assist us. We showed him the topping we had selected, which by the way, was in large pieces leading us to believe it was in stock. Again, another $72.50 plus a 9 day wait for a return call and a quote. I cancelled the order because I felt for the amount of counter topping required for my small kitchen, your quote was excessive.
Your door installers, I believe their names were Conners and Smith, arrived toinstall the door on November 1. The first thing I noticed was the door had two holes in it. When I asked why, they told me I needed two locks. Their next question was what type of molding(?) framing (?) did I have. When I told them no one had mentioned anything tome except buying a lock and paying for the door, I was told to not get upset, theywould see that I had what I needed. They were exceptionally nice and helpful, leaving the job to go out and buy wood needed to finish the door. I paid them directly for this purchase. Lowe's should kiss the ground these fellows walk on because they are the only good PR you have going for you. I love my door but am not happy with the unfinished condition. My next step is to hire someone to come in and finish what a home town dealer would have done as part of his job.
I have nothing from Lowe's except my flooring installed (which I understand has been on hand since November 2nd or 3rd), an itemized account of everything you have charge me for and my name removed from from anything connected with Lowe's. Trust me, I am anxious to get you paid and out of my life. I had planned to purchase a washer, dryer, stove and refrigerator from Lowe's. After the nightmare you have subjected me to, there is no way I would ever step foot in your store.
As for improvements in your service, I would suggest you replace all current employees in the Morehead store, starting at the top, hire employees with an IQ of at least 60, pay them a decent wage, make sure they are trained both in what they are selling and in customer relations, and above all, when a customer walks in looking for assistance, get the cell phone out of their ear sothey can do their job.
My personal opinion of Lowe's (as if you care)? If idiots were trees, Lowe's would be a forest that would encompass Rowan County.