Lowes - Worst Customer Service Ever
Online Order - Complaint
After sending hours searching for specific shoe cubbies I decided to order 4 from Lowes. I had never ordered from Lowes or purchased items from their store before. Well Lowes has succeeded in convincing me to never purchase or order anything from them EVER again. I am also making it my personal mission to tell all of my friends and family member (all homeowners like my husband and I) to steer clear of Lowes and take their business to Home Depot.
First only two of the items arrived. I waited 24 hours hoping maybe they had been shipped separately. When the other two did not arrive I called Lowes to ask where they were. The rep's response to my question was "Did you reject the package"). WTF!? If I'm calling to say I did not received something why would the first [snip] question be whether I'd rejected it. When I pointed out the inherent idiocy in that question, only then did the nitwit think to check with their shipper (UPS). I was then told that UPS had decided to return the other items to Lowes b/c they had been damaged in transit. I asked for a credit and was told I could not get one until they received the item back. So, if UPS failed to return merchandise I never received they'd get to keep my money?!?!
Even so being desperate to complete my project I asked it any stores nearby had two in stock that I could buy that day. Initially I was offered stores 2-3 hours away from my home when one is just 10 minutes away. (Ugh!) They did find two and the neighborhood store and I foolishly went out to pick them up. Note that I had to pay for these -- they would not even count them as replacements for the two that UPS sent back.
Upon arriving at the Lowe's store I was faced with a gauntlet of the most RUDE, apathetic and condescending in-store personnel I have ever encountered in any retail setting. I still managed to purchase the items.
Next day we open the boxes to begin assembling the items only to discover missing pieces. I called customer service again (glutton for punishment). I proceed to spend half an hour on the phone with a representative and then a supervisor who both insisted that they could/would not address the missing pieces issue b/c the initial two items received by mail had been shipped from a store in Mississippi and that I'd have to speak to the manager of that store. I live in New Jersey!!!! When I tried to question why they would not make the arrangements to either expedite replacing the item they told me that since my order was filled by a Mississippi Lowes, that it was Lowe's policy that the customer had to directly resolve such issues with the sourcing store. HUH!?!!? Reminder -- At least three stores in my state had the items in stock. In essence Lowe's logic is that if you order from Lowe's it's the luck of the draw where you may need to resolve issues based upon which store Lowe's chooses to ship the item(s) from -- maybe Guam??
Suffice it to say I informed the supervisor "Sara B." that I was returning all of the items in my possession and hung up. Within 15 minutes I was at the local Lowes returning all four and am now disputing the charge for the two that were returned by UPS with my bank.
THE WORST, THE WORST, THE WORST. NEVER EVER AGAIN!