SUNNYVALE, CALIFORNIA -- I ordered one piece of deck trim that wasn't on the floor. And after getting a call that it was in, I returned their call to tell them that I would be by after work the next day.
So, I get there at about 6pm, and go to customer service. It's not too busy and I get helped quickly. So, I wander around the store - hardware to determine if I need special nails. I wander back to customer service, and I don't see the trim piece there. I wander over to light bulbs, trying to justify the cost of LED bulbs. Back again but still no trim. It's been about 20 minutes and she calls again, talks on the phone, and says it should be here shortly. Another 10 minutes pass, and my customer service person is going to lunch. But she did tell me that this other person would continue to help me. I again provide the details of my order, and she makes some calls. Another 15 minutes pass, and I ask what's happening. She says she doesn't know but another customer service person will walk over to that area.
After 15 minutes, she doesn't reappear, so I ask to see a manager. In a couple of minutes, he walks up and says,"We've lost it but someone had seen it yesterday." So I say,"it takes one hour for you to tell me that you've lost it?" And he, in a condescending tone, says,"we'll, if you'd let me finish..." Now, this was after I asked to see him, not him finding an issue, then coming to explain it to me. He then offered me some options, of which I picked "Deliver it when you find it."
Very frustrating that they could lose a special order, and then to be treated like a 12 year in a temper tantrum just made it even worse.
HONOLULU, HAWAII -- Well let's start from scratch. I ordered a new washer and dryer on 08/19/13 and was promised the delivery date of 08/24/13 AM before noon. The delivery made as promised and the first load of washing was a big problem with a grinding noise and the washer seemed to want to leave the washing room during the spin cycle due to it was unbalanced .
I called Lowe's in Honolulu " The one on 411 Pacific Street " and after talking to many lyres and uninformed employees I finally talked to the Manager in charge and asked if the installation crew could return to inspect the washer.
Yes; and after 4 hours they arrived and took one look at the washer and claimed it a manufacturer defect. The washer was quickly removed and my promise was I would have a new one the next day. They will call me by 7 or 8 AM to let me know the time of arrival. Called at 9 AM and they claimed it's on the truck ready for delivery with no promise of a delivery time "Can't find the record", so, it must be on the truck was the reply. 12 PM called for the Manager and was forced to leave a message with the receptionist for the Manager to call me. 1500 still no response and called again for the Manager- This time I got through and the Manager said he would call back.
OK; Now were wondering if the washer was ever on the truck and the Manager called to confirm the washer was still sitting on the loading dock and someone is tasked to deliver it now.
The truck arrives with the brand new "good" washer with the wiz bang crew hurry to connect it up and with all new water lines and hoses. All is fine until my wife finds out the cold and hot water lines were backwards after washing some delicate fabrics.
What a messed up store. First they bring a bad washer and don't test the washer prior to walking away and with the good washer they reverse the RED and BLUE.
This Store is on my most unwanted list of places to shop now. Lowe's name has been forever damaged for me due to the above and I'll do business elsewhere in Honolulu.
Wasted two of my days and I lost track of how many phone calls to what I would consider ignorant staff. I do feel sorry for the manager due to nothing really happened until I talked directly with him.
APPLE VALLEY, CALIFORNIA -- I spent 1.5 hours shopping at the store in apple valley Ca. and had over 200.00 $ in merchandise and when I was to check out the clerk saw that my card had my wife's name on it and refused it. I explained that I had lost my card yesterday and both cards are identical except for name and offered to show her an expired card with the same number on it when she refused to even look at the card she got quite snotty and I said I would pay cash but this would be the last time in this store since Home Depot is across the street, At that time she walked off with my card and started telling everyone with a red vest on what had happened, I have been embarrassed before but not in a store by a clerk telling the world that I was attempting a fraudulent act. At this time my wife was on the phone and heard all of it, I offered to put her on the phone but the clerk was to busy making sure that customers and employees within earshot could hear her.
At this point I said I would never come back to a store that intentionally embarrasses there customers. However I needed several items badly and returned to pay cash when an assistant manager came up and when I told him what happen he did not apologize or solicit my cash purchase he just said the clerk did her job, Since when is a embarrassed customer part of a clerks job.
At this point I said verbatim " this type of customer service is ridiculous and she can kiss my ass" then the manager took offense to a phrase spoken on broadcast TV, radio and is not in my opinion vulgar or offensive and was not directed towards him. HE ORDERED ME OUT OF YOUR STORE AND SAID NOT TO COME BACK.! I have pulled my receipts for 2013/2012 totaling 13,563.82 I gather this does not matter to the company so I have no choice unless an apology at the least is given and on second thought a apology coming from a man who is so thin skinned in a environment of contractors should be looking for a job.
After my experience I expect nothing from their company so Good Bye and I have lost faith in the chain so good luck, may Karma pay the Apple Valley store a visit, Treating customers this way has a way of getting around.
GLASSGOW, KENTUCKY -- I was at Lowes 5-24-2013 ask about a Metal roof quote. The lady called the guy and before I got home a message was left. I called and left my name and number, today I went back and it has been 7 days later I ask to talk to the store Manager, which took forever for him to come. When he did I explained what had happened and I don't like doing business like that, he said let me look so he looked in the computer and said my guy don't do that we have never had a problem with him! I said your guy never called me back after I left my name and number nor did he come and the guy walked up and then he started saying he did call me over 5 times which was a big lie he started saying he can prove it with his AT&T cell phone Bill I told him to prove it then lets see it !!
The argument went on maybe 5 -8 minutes of course with about 6 employee as Audience I told him I guess Lowes don't need the money the Point is what the Manager should have done is> Say sorry about what ever has happened and let me send my guy out for your quote but he did not he defended his worker and to heck with the Buyer this guy was in the wrong to let things go the way it did so I went 50 miles to another place that's real bull ! customers should be treated better than that if it was not for customer there would be no Lowes in Glassgow Ky or any other State in Glassgow Ky or any other State. I was not asking for a Job nor Money nor a Discount just a Roof Quote !!!
BIG FLATS, NEW YORK -- I am a female do-it-yourselfer who purchases supplies for major projects. One time I went to Lowe's for wire and as I stood in front of the wire cutting machine, I noticed male employees walking past the isle, glancing down at me standing there, and then continued walking with no offer of help. I deliberately timed this and 45 minutes later my husband came looking for me and went and dragged a young man out of a different department to measure and cut the wire. I informed the young man that had I been standing there with a penis, I would have been waited on right away.
Case in point: a few days ago I went in again and picked up flooring tile, among other things. As I was gathering up supplies from various departments, several times an employee would look my way with NO offer of help! Once as I stood with list in hand looking for a particular item with no success, I noticed an employee coming up the isle right toward me. BUT he walked around me as if I didn't exist and continued on to go to the man further up the isle. I walked around the store and put everything back. I should have left my cart there and walked out, but I guess I am a little more considerate than the employees at Lowe's. My money will no longer go to Lowe's. Home Depot is always ready to offer help.
PRATTVILLE, ALABAMA -- My husband worked long hard hours and straight days in a row and finally dropped dead in the parking lot while on a buggie run. No one did CPR. They gave his red vest for a souvenir HA. When it came to giving me workers comp (like they said at the hospital - HR manager and store manager) they sent me cards (actually they sent cards in my husband's name) I waited for 4 weeks called the workers comp company and girl told me my husband situation didn't qualify - "he was a sick man". I argue that point because he wasn't. He had just had heart work up including stress. Nothing wrong. No one will tell me what he did the last days of his life, but I know they were working him like a mule. They worked him so hard and he kept up with it didn't want to lose his job (been laid off before from engineering job). Then when I went to find out about the 50,000 life insurance the HR dept had failed to withdraw from his check, therefore I get nothing. I was with him when he clicked on life insurance, short and long time disability. His manager was showing him how to do it. But MUMS the word. No one will talk.
So, my husband who dedicated his LIFE to LOWES left me behind with nothing. And that was not his intention! Got to go, this is upsetting me. I cry everyday.
EASTON, MARYLAND -- I went to Loews Home Improvement in Easton, MD. I wanted to buy a washer & dryer. Unfortunately, I came at 6:00. Didn't know that someone was going out for dinner. So, a woman whose name is Jean, was asked to help me. I could tell she was a little nervous, not being in her dept., but she was soooo nice. I already had downloaded from "online" the washer and dryer I wanted (thank God for that!). So, she called the warehouse because Easton was just now getting in LG appliances and she wanted to make sure I could get them. Meanwhile, 1, then 2, then 3, customers started lining up behind me. No one to help them. My transaction was taking long; I needed the hoses, the venting, electrical hookups, etc.; I told Jean not to worry, that I had to wait at the grocery store, too, meaning the customers there could wait, too. She was actually shaking and I really felt sorry for her. She need the manager's # whatever that is to override a problem on the computer and she didn't have that # so she had to call for HELP. Meanwhile, all these customers (for kitchen cabinets, appliances, plumbing) are waiting. I have to say that she was never rude, unpleasant, anything but nice and accommodating. I am writing this because I feel compelled to. We have always purchased out appliances from Loews because the prices are reasonable, plus they offer free delivery from us and we have done so for decades. BUT, there is NO ONE in the store to offer efficient SERVICE. Luckily, I had the model numbers of the appliances which I had gotten from the internet.
This woman, Jean at Easton, MD, needs to be commended. Not once, did she show any agitation, etc,. I, the customer was agitated. I was buying over $2,000.00 of appliances and equipment!!!
This was today, Monday, Jan 25. I hope you pay her what she is worth. God help me if I ever have to be in her shoes.
Personally, I feel it is the fault of the manager; he left her with no one to back her up, plus, she didn't have his "number" to override a cliche in the system. She had to call for another manager from "afar" to help her, while there was a line of people waiting for help.
She did a great job under the circumstances in completing my order, even though this store didn't even have the LG product on display that I was ordering!!!
And if you think I have the time to write every company I am dissatisfied with, you are WRONG!!! But I feel I owe it to this poor woman to report this.
ROCHESTER HILLS, MICHIGAN -- This store is really bad. It is not even about overpriced goods and not-so-good choice.
It is about attitude of the sales people and quality of customer service. The sales people are rude and self-righteous. You can easily be offended by the sales person just when you trying to ask a question at "not right time".
Especially bad are the guys at Tools & Hardware section. The salesman (Jim) and his boss (also Jim) seemed to be very upset that I requested just a simple service and were very impatient and rude. It was not during the time were there a lot of people, in fact it was only a handful of people in store. But they pretended to busy with something else. In fact they started to Shout something at me.
After being treated like that I went to Home Depot and my request was fulfilled just in 10 minutes in very high-professional way.
I will never buy anything again at Lowes.
BRADENTON, FLORIDA -- I've worked at Lowe's for almost a year now and it has to be the most backwards run store I have ever worked for.
Staffing is a joke, to boost numbers and make management look good they keep payroll as low as possible, often departments will not be staffed and associates from other departments (who have no experience in neighboring departments) will be asked to cover their department as well as the one next to them. So you may end up getting the plumbing associate helping you in electrical and he has no idea what to recommend to you so you are pretty much SOL because no one was scheduled in electrical that day.
They also place no value in their associates and what their associates want? Want full time status? Nope too bad. Conversely (this really happens) you only want 20 hours a week? Well we're going to need you to work a 40 this week regardless, we don't have the coverage in your department. Want to transfer to a new department? Well OK but it'll be a few months as we drag our feet hiring someone new to replace you in your current department.
And the demands on associates are really unreal, so many nights I failed to complete the laundry list of tasks I was assigned because in addition to my long list of tasks that are difficult enough to complete, we also need to provide "WOW Customer Service!" (dropping whatever we're working on and holding the customers' hand through their shopping experience), AND that is all in addition to getting conflicting assignments from different managers! And when I come in for my next shift I will almost literally be grilled by a manager as to why I didn't finish everything they wanted me to do.
If you have to work there then so be it, but it is honestly the most negative and demoralizing job I've ever had.
YPSILANTI, MICHIGAN -- On Wednesday, June 6 we went to Lowes on Carpenter and Ellisworth intersection in Ypsilanti to buy some plants and gardening supplies. The delivery was set for Saturday. Everything was paid for in advance and we had no indication of problem.
Today (Friday the 8th) they called us and said they were sold out. How does one "sell out" when we paid for it and the plants and supplies are supposed to be ours? Clearly they have bad inventory control or they didn't care when someone else bought the same materials we had without checking against inventory first? They pretty much stole over $500 (half of the orders we PAID for) from us.
We have tried looking for substitution but there's nothing at all that comes close to what we originally bought and PAID FOR. It's basically like a car dealer going "Oops we ran out of Porsche, will you accept a Yugo or Edsel instead?" type of mess.
Lowes need to work on inventory management better and to make sure that if other customers are buying merchandise that are already sold with no extra in stock, the cashier should be alerted and not allow the customer to buy it so the merchandise would actually be available for the delivery.
We eventually got something similar from a different store a few miles away. What a waste of time not to mention Lowes basically kept half of the over $1000 we spent as interest-free loan. If Lowes were to make good of their broken promises, they would compensate us by paying the difference in cost from other store. Over $50 more that we spent.
In the future we will NEVER use their delivery service. If we need something that don't fit, we'll get a friend's pickup truck or rent a truck somewhere first.