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Lowe's Policy on Delivering Damaged Appliances
Complaint
Review by jameseadams_16 on 2013-01-02
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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 ...
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 ...
Comments:
Posted by trmn8r on 2013-01-02:
This rings true with what customers have said. I don't believe this is confined to Lowes, or for that matter Home Depot. I recall way back in 1976 our family received a dishwasher that was damaged. We got the old run-around, and ended up with a mismatched panel with a slightly different color as a result.
Thanks for passing along the behind-the-scenes look at this practice.
Thanks for passing along the behind-the-scenes look at this practice.
Posted by BigAl on 2013-01-03:
As per the information in your review it is clearly stated that Lowes corporate does not want stores to deliver damaged goods. The Manager of your local store has taken upon himself to violate Lowes policy. Once Lowes is aware of the managers actions I am sure it will be rectified.
Posted by lowes employee on 2013-02-08:
thats becuase lowes managers are under alot of pressure to get their budget,most are underpaid overworked puppets,afraid to say anything,they usually bow down to the area managers and do whatever they are told regardless if they like it or noy
Posted by skpugh on 2013-04-04:
A few years back I had a tub shower unit delivered to be installed in our newly finished out basement. The front of the tub had a big crack in it. It was not brought to my attention by Lowes or the contractor and the wall was in before I noticed it. It makes me disgusted every time I see that gash when I am cleaning. Here I have a nice new bathroom with a gash in the front of the tub. :-( Sad that someone would do that to people.
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