Lowe's Complaint - Improving Home Improvement - NOT!!!
CARSON CITY, NEVADA -- Lowe's "Improving Home Improvement?????" More like "Making Home Improvement a nightmare!
I am here to tell you NOT to shop at Lowe's. This is a long story, but the abridged version is it's over four months and I still do not have the proper full set of cabinets I ordered. Corporate office has not helped! I have NEVER been offered ANYTHING to make me want to return to their store! Also, calling them is a nightmare. One day I called over 6 times and was put on hold with NO ONE coming back all six times!!!
May 5th - Ordered cabinets and paid in full! Was told it would take maybe 4-5 weeks for delivery. I said I was leaving June 27th for Europe - would they be there for sure??? Assured it would be no problem - they made a note that I would be out of town for a month!
I called (they never called as assured) in mid-June and was told the delivery date was between June 22-27th. Again I would be called for sure to set up the delivery. I had to call multiple times to get this information with not ONE returned phone call.
June 23rd - still NO call about delivery date so I start calling store. Bruce, "cabinet guy" rarely returns calls. Finally I get a hold of him and his response is they called me and it's my fault I never called them back - cabinets will be delivered on the 28th cuz all delivery days are now full???
June 24-26th. I made numerous phone calls to shipping company, store managers and Bruce to no avail. Cabinets would NOT be delivered on time! Bruce's response, "it's only a day - I don't know what the problem is???" If he checked his notes he's see there is a problem when you are not in the country! Oh, he also offered to come to my house and take in the delivery. How many of you would allow a stranger to have a key to your home!
June 26th. Call store assistant manager "Ginger." She is very sorry for problem - will pay for me to have my contractor come up from the Bay area the following week for delivery. Told to go on my trip and have a wonderful time!
July 11th. Cabinets are delivered with smashed up boxes! Two cabinets with crashed in sides and various doors with scratches. Contractor attempted to contact cabinet company, "Schuller" to get replacements. They said no problem let store know. Store needs to deal with me so I have to wait till I am home in August to talk with them.
~August 8th. I am home and back up to Tahoe to inspect the cabinets myself. I call Lowe's and again get "transferred" to a number that rings and rings and rings... Instead I drive to the store (hour round trip) and bring my computer with me. There I am presented the "manager" Ed (I believe). He spends about an hour with me discussing the smashed cabinets, taking me back to show me what the "finished sides of cabinets" should look like (the photo finish is a joke)! He says I should have been offered the "real sides of cabinets" and the cabinets would be replaced that were bad. I found out after an hour he was NOT the manager, but a manager in training. He then left a message for Ginger to call me the next day along with another manager Keith!
Ginger returns my call the very next day and tells me she would make good on paying the contractor if she could get it approved by her manager. She does so and she is probably the ONLY person who did what they said through this entire experience - YOU GO GINGER!
Keith calls and tells me it is no problem with reordering my cabinets after an hour of discussion. He says I have two choices, "have my contractor fix the cabinet and get a full refund OR get a replacement!" The cabinets take two weeks on this special rush since they were damaged. He tells me Bruce will call to take all the details on which cabinets I decide to do what with!
Bruce doesn't call right away. I have to call 3 times the next day and he finally returns my call. He takes down the information. I chose to replace one cabinet, get the refund on the other and also replace 6 damaged doors. He said he would place the order immediately. It should be about two weeks!
~August 22. I call store asking for when the cabinets would be delivered. The cabinet man there says he'd leave a message for Bruce to call me when he got in.
~Aug 23 - Bruce calls my "Tahoe home" leaving a message (knowing that is not where I live) and says as if I didn't call or anything, "The Schuller representative would like to come and inspect your cabinets - how about this Friday?" He also tells me at this time they don't do refunds. I'd have to replace the cabinet I already paid to have the contractor FIX and install or just lose the money???
Immediately I have had it. The cabinets haven't even been ORDERED. I call the corporate office after talking to Bruce briefly. They won't handle complaints, instead kick it back to the store manager. This is when I am introduced to Cheryl. Cheryl finally after talking with Keith tells me they will do a "special order" on these cabinets and switch out the cabinets themselves once they come in. They would put a "rush" on this order. I am at this point called almost daily with an update! They immediately told me the cabinets would not be delivered until Sept 22. YET, they promised to contact the "representative of Schuller" to speed up the process!" Never was the representative contacted - they just let that original date slide. A month later is NOT a "rush order!" They (Steve, Keith or whoever) still call me most days with an update that they will talk to the representative! NO representative is contacted that I know, I don't get any new calls with updated "FASTER" delivery date!
September 7th - Another phone call from Steve (~7 or 8pm, message left on home phone). This time he mentions it looks like my cabinets will be delivered by the end of the month, HOPEFULLY by September 26th!
September 8th - I get a call from Lowe's (recording) some special order is in and I need to immediately pick it up. I call 6 times. I get an operator who says I have NO special order (maybe the system was just off by one number by coincidence). Six times I get put on hold and no one ever comes back!!!
September 9th (~12:45) - I call immediately to the corporate office and ask for a supervisor. She comes on and hears my story. I tell him I am ready to put an ad in the paper with this ridiculous "customer service." She says, "Please wait till I have the district manager talk to you." I tell her she has 24 hours!
Sept 9 (~2pm). Yet another manager from Lowes (Brad) calls and says he is sorry about the problem. He assures me he will call Schuller and find out what is going on. If nothing else, he will have my cabinet (without doors) delivered the next week so I can get them installed to hurry up the counter installation process! He says he'll call back AFTER he gets a hold of Schuller.
Sept 9 (~3:30 pm) Shockingly enough Brad calls back. He confirms the sink base cabinet will be coming the following week.
Sept 8 (~4:30PM) Alan Huggins calls from Lowe's District Office explaining he is a corporate manager and he is greatly sorry for all that has happened. He says it should not have ever gotten to this point and being he is "new" he will do everything he can to improve this situation. He says his first agenda is to get me my cabinets! He has the audacity to say he's like them to install my counter - RIGHT! After reiterating what Brad has already told me he promises to call back Monday to make sure things are moving along after he speaks with Brad. At that point he'd discuss with me some form or monetary compensation for my hassles!
Sept 12 (~4:45PM) I have no call from either Brad or Alan so I attempt to call Alan to get some answers. I call corporate and they tell me someone else is the District manager and give me a number to call. The operator at the second number tells me that manager has been promoted, ALAN is the manager! I ask to speak with Alan and they rudely say, "He's not here, he's left because he was here at 5 AM!" I kindly say, "please leave him a message to call Thea Silva. I never received the call he promised!"
Sept 12 (~ 8PM) There is a message from Steve. My cabinets and doors will LEAVE the Schuller factory or Thursday, Sept 15th. He will do what he can to hurry up the process of getting them delivered and call me back on Thursday to give me the shipping information!
Sept 13 Alan returns my call. His excuse is, "I had my manager from the store talk to you, I believed that would suffice!" He then says he understands my cabinets will be delivered is there anything else he could do. I said, "of course if you want my return service to your store!" He says, "the only thing I can say is sorry, this should have never happened." I said, "that is it!" He says, "yes." I say I guess I'll never visit your store again. He says goodbye!
Sept 16 I sit here and write this. Have I heard the promised call from Lowe's with the shipping information - of course not!!! I will update this and we'll see if they follow through.
Sept 16 - Cheryl finally calls and says the cabinets will probably be leaving the factory on Wednesday (meaning no sink base THIS WEEK!)
Sept 20- I get the call the cabinet/doors/etc. are finally being shipped out.
Sept 20- Another call, not everything is being shipped (one door is still on backorder). They will call my contractor and let them know when they are coming. The cabinet should be in the Lowe's store by Wednesday. I am told (and I should be impressed) that the sales rep is driving ALL the way to Sacramento to pick them up!
Sept 22 - NO call at 3:00 PM from Lowe's even though everything should be in their store. I call and they say they will call right back.
Sept 22 - Finally they call around 5PM. They are on the way, but it's NOT one backordered door, it's THREE!!! We'll see what happens when they get there!
Sept 22 - Keith a manager shows up with cabinet and doors. Still three are on backorder.
Sept 26 - NO word from Lowe's when my other cabinets will be in. No word from any manager about any threats I have made!
My advice is - NEVER SHOP AT LOWE'S if you want quality customer service! Also NEVER CALL LOWE'S unless you enjoy being put on hold and hung up on! SHOP AT HOME DEPOT or your local neighborhood hardware store!!!!