Lowes - Commercial Services Desk
SUNNYVALE, CALIFORNIA -- I applied for a commercial account because Lowe's is trying to attract commercial customers and are luring them with a 5% discount and $20 deliveries. Well, you don't get the discount if you don't ask for it. No one told me that when I signed up for my commercial card, causing me to have to get in line at the service desk, get the amount refunded to me, then recharge the item to my card with the discount.
90% of the time I need to place or check on an order, when calling the commercial desk, the phone rings and rings, then goes back to customer service. Customer Service transfers me back to the commercial desk, then it rings and rings until it goes back to customer service. They transfer me back to the commercial desk and it rings and rings. You get the point. It is almost impossible to get anyone to answer the phone, let alone get an order in.
Once I went into the store for a few items once for my project. Stock was completely out on all but one of the items I came for. I only left with one thing I needed that night for my project. I had to special order the rest and wait a week to receive them.
I had to re-order a 50 gallon drum of slurry seal that never got ordered. When it arrived, they told me that my 5 gallons of slurry seal had arrived. I had ordered 50 gallons. Had to wait a few more days for the 50 gallon drum to arrive.
I waited on a delivery for days because their truck had broken down not once, but twice that week.
I had negotiated quantity discounts that I never received, and also noticed I got taxed on a delivery charge on my recent statement. So I attempted to call the commercial desk to get it resolved. Got bounced back and forth between the commercial services and customer service desks no less than 7-8 times, then got hung up on. Called back and got bounced back and forth from desk to desk, and finally someone picked up the phone that could help with my billing questions. He then told me that he couldn't help. He explained that I had an account manager and gave me another number to call. ??? I called that number and it was a heavily accented Indian lady who told me that she didn't have our account number in her system and that she couldn't help me. She explained that I needed to call the store again.
My project is pretty small compared to many other contractos and their projects. I'm about to throw the card in the trash. I don't have time to get bounced back and forth from desk to desk trying to talk to someone whenever I want to give them business. If their truck is broken, why not rent one so they can provide seamless service? They have lost many of my orders because Home Depot is cheaper, even with the 5% discount, and they have what I need in stock.
I have given Lowes constructive feedback when things are going wrong for them, trying to improve my future experiences as well as those of others. Deaf ears. Commerical in Sunnyvale needs some work. Lowe's is clearly not ready to service commercial accounts effectively.