Lowe's Policy on Delivering Damaged Appliances
SOUTH CAROLINA -- I use to work for Lowe's in the delivery department. I was told by local store management not to say anything about a damaged or dented appliance that was to be delivered to a customer. We always inspected appliances for damage before they were loaded on the delivery truck. If the damage was not too obvious, we were told to "sneak" it into the customer's house without them noticing the defect. And if we did not notice the scratch/dent/damage until we arrived at the cutomer's location, then we were not to say anything to the customer about it, even if it was very obvious. There were many instances when we discovered the damage at the cutomer's house after we removed the protective covering on the appliance that was installed by the manufacturer; i.e. plastic covering to protect a range, refrigerator, washer or dryer.
One day Lowe's regional delivery manager visited our store. He said never load a damaged appliance on a truck for delivery to a customer. This is the exact opposite of what our store management team told us.
Customers are always suppose to be #1 in priority. Treating them dishonestly is not the way to do business.
Just my take ...