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Brutally Bad Customer Service at Lowes!
GREENWOOD VILLAGE, COLORADO -- I wanted to purchase a GE Profile Gas range from Lowes for which I placed an Order at the Store
LOWE'S OF GREENWOOD VILLAGE, CO #0311
9100 EAST PEAKVIEW AVENUE
GREENWOOD VILLAGE, CO 80111
Phone: (303) 220-8737
Fax: (303) 220-8562
1) The day I made the purchase I was told that They can get the Gas Range on the following Friday.
2) The day after I made the purchase I got a Call from an associate at Lowes Thanking me for the Purchase. Thats when I was told that the Range would be there the Following Friday (28th Of April 2006) and Since I had requested the Delivery and Install on a "Saturday" he said That, that was possible and would be done that way.
3) So came Friday(28th April 2006) and I called Lowes and No One Had any clue as to when my Unit would be delivered. Infact the Install Service Rep gave me the Phone number of the Installer and asked me to schedule an appointmwnt with him directly. I left the installer two messages. He finally called me in the evening and told me that He was not working for Lowes anymore. I asked him, since When? and he told me "Since about a month ago". So I called back the Insall Service Dept of Lowes and the Guy (cannot remember his name) told me that " This was news to me!". No one was aware that their installer (atleast whom they thought was their installer) was no longer working for them.
4) I made repeated calls that day and then Saturday and then Sunday which is when I had the Worst Customer service Experience Ever by The Install Rep named "Gary" . His Tone was the most Rude I had ever Heard and rather than solving my problem he was trying to intimidate me. He constantly kept on saying " if you interrupt me once more I will disconnect the call Okay" And then I said "Yes" To which he repeatedly kept on asking me me "Okay?? Okay??" Just intimidating me in the most DisRespectful fashion.
5) So Then I yelled and ended that conversation. I was extremely frustrated by then and called Lowes Main Customer service number: 1-800-445-6937 So that I could cancell my order. The lady who answered my call was good and she redirected me to the Operations Manager of that Lowes Store named "Anissa".
6) Anissa offered me a 10% discount so that I did not to cancel my order, which I did'nt. She told me that the 10% discount was for the inconvinience caused to me.
7) I also Asked her that I cannot take any more days off so I needed the Delivery and Install on a Saturday. She promised to call me on the following Monday (May 1st 2006) which she didn't. So I called instead at 5:00pm and I was told that she was out for lunch (yes at 5:00pm) and that I should call back later. I specifically asked the Customer Service Rep who answered the call as to How long she would be working there and I was told till the close of the day (10:00pm). So I called back at about 8:45pm and I was told that she had left for the Day.
8) So then I called the following day (Tuesday - May 2nd 2006) to talk to Anissa and I was told that she was in training and that she would be back in on Wednesday May 3rd. I left a message for anissa with the Customer service Rep with my name and bunch of other relevant details about my order.
9) So then I called on May 3rd (Wednesday) and she was not in that day too. I asked for the Store's manager and got to talk to Bill, Which I was later on told that he was the Store's Zone Manager. Explained the Whole situation again to him and he promised to get it resolved. He also told me that he will Definitely call me back that Day.
10) I did not receive a call from himthat Day. So I called up the very next morning (Thursday May 4th 2006) and spoke with Bill and he said he had called and even left me a Voice mail. I am still waiting for that Voice mail till date). I am sure he dialed the wrong number. Anyways He told me that He is still trying to figure out who the installers are.
11) The next day (Friday 5th May) I called up the store again and spoke with Anissa and she told me that Michelle was working on getting the installers figured out since there was some messup with the installers. She kind of indicated to me that the ball is out of my court now. Please be calling Michelle which to me is a great indicator of Poor service.
12) Its 8th May (Monday) today and I have still not heard about my Order.
13) So I made another call (Don't even know what Date now. and spoke with Michelle in the Install Department. She told me that I would have to work directly with the Installers which was now even more frustrating to hear. So I told her that I have dealt with enough of this and I need answers upon which she softened her tone and told me that she would find out whats going on with my delivery and get back to me (I think another tactic to get rid of a customer rather than helping one).
14) I waited for about 2 hours for Michelle to call me back but nothing. I was by then running out of patience and being given the Run Around. I then made a call to the Lowes Main Customer Service Number again and told them about my problem. They went over my Order and the Notes so far and apologized to me about the treatment given to me so far. This was the first time I think someone from Lowes as a Company had apalogized to me for the Bad treatment and service that I had got. They said they will look into the matter.
Guess what? Michelle called me back within about 5 minutes of me making that call to Lowes Main Customer Service. She told me that She contacted the Installer who Sub contracted with another Install Company in Colorado. This Subcontractor installer did not get a copy of the Insall Order. So she contacted the Main Install company and they too did not receive the install Order but Michelle remembered faxing it to them. Another Mess at Lowes? Someone dropped the ball somewhere AGAIN! So she Faxed them the Install order again.
15) At this point I was so frustrated that I just wanted to order the same GE Gas range from Home Depot. So I ended up making a Call to the main Customer Service Line at Lowes again and asked them to cancel my order. They transferred me this time to the Store's Manager (don't remember his name). This time it was the Store's Manager and not the Store's Zone Manager. I requested him to cancel my order. He asked me to explain to him why I wanted to cancel my order upon which I told him "NO Sir, I will not Explain this Whole thing again. I have already done this three times. I just want my order cancelled". He then I guess found the Notes on my Order and started going through and stalling me. He asked me if this was a special order upon which I said I don't think so. So since there was no way to save this order he asked me in that sarcastic tone, "U sure you wanna cancel this order? I said yes, he said OOOOOOKaaaaaayyy. Yeah Just like that in that tone".
It seemed like at that Lowes store no one seemed to care about my problem. Everyone just wanted to give me Some BS answer and get off the phone as quickly as possible.
As the old axium goes, if you make your customer happy you've made one person happy. But if you mistreat your customer, he will share that experience with 9 other people. Or maybe worse, on a forum board or Boards on the internet.
BTW I have ordered a the Gas Range from Homedepot and I cannot even BEGIN to describe the Difference in treatment and the smoothness of operations (with the 10% discount) between the two stores. Home depot was WAY WAY WAY Better in service Quality and Customer care. I think they understand what the Word Customer Service means where as Lowes in my opinion Absolutely does not.
Note: I will not be doing business with Lowes anymore. My experience in Totality was Extremely extremely Poor.
Thanks.
LOWE'S OF GREENWOOD VILLAGE, CO #0311
9100 EAST PEAKVIEW AVENUE
GREENWOOD VILLAGE, CO 80111
Phone: (303) 220-8737
Fax: (303) 220-8562
1) The day I made the purchase I was told that They can get the Gas Range on the following Friday.
2) The day after I made the purchase I got a Call from an associate at Lowes Thanking me for the Purchase. Thats when I was told that the Range would be there the Following Friday (28th Of April 2006) and Since I had requested the Delivery and Install on a "Saturday" he said That, that was possible and would be done that way.
3) So came Friday(28th April 2006) and I called Lowes and No One Had any clue as to when my Unit would be delivered. Infact the Install Service Rep gave me the Phone number of the Installer and asked me to schedule an appointmwnt with him directly. I left the installer two messages. He finally called me in the evening and told me that He was not working for Lowes anymore. I asked him, since When? and he told me "Since about a month ago". So I called back the Insall Service Dept of Lowes and the Guy (cannot remember his name) told me that " This was news to me!". No one was aware that their installer (atleast whom they thought was their installer) was no longer working for them.
4) I made repeated calls that day and then Saturday and then Sunday which is when I had the Worst Customer service Experience Ever by The Install Rep named "Gary" . His Tone was the most Rude I had ever Heard and rather than solving my problem he was trying to intimidate me. He constantly kept on saying " if you interrupt me once more I will disconnect the call Okay" And then I said "Yes" To which he repeatedly kept on asking me me "Okay?? Okay??" Just intimidating me in the most DisRespectful fashion.
5) So Then I yelled and ended that conversation. I was extremely frustrated by then and called Lowes Main Customer service number: 1-800-445-6937 So that I could cancell my order. The lady who answered my call was good and she redirected me to the Operations Manager of that Lowes Store named "Anissa".
6) Anissa offered me a 10% discount so that I did not to cancel my order, which I did'nt. She told me that the 10% discount was for the inconvinience caused to me.
7) I also Asked her that I cannot take any more days off so I needed the Delivery and Install on a Saturday. She promised to call me on the following Monday (May 1st 2006) which she didn't. So I called instead at 5:00pm and I was told that she was out for lunch (yes at 5:00pm) and that I should call back later. I specifically asked the Customer Service Rep who answered the call as to How long she would be working there and I was told till the close of the day (10:00pm). So I called back at about 8:45pm and I was told that she had left for the Day.
8) So then I called the following day (Tuesday - May 2nd 2006) to talk to Anissa and I was told that she was in training and that she would be back in on Wednesday May 3rd. I left a message for anissa with the Customer service Rep with my name and bunch of other relevant details about my order.
9) So then I called on May 3rd (Wednesday) and she was not in that day too. I asked for the Store's manager and got to talk to Bill, Which I was later on told that he was the Store's Zone Manager. Explained the Whole situation again to him and he promised to get it resolved. He also told me that he will Definitely call me back that Day.
10) I did not receive a call from himthat Day. So I called up the very next morning (Thursday May 4th 2006) and spoke with Bill and he said he had called and even left me a Voice mail. I am still waiting for that Voice mail till date). I am sure he dialed the wrong number. Anyways He told me that He is still trying to figure out who the installers are.
11) The next day (Friday 5th May) I called up the store again and spoke with Anissa and she told me that Michelle was working on getting the installers figured out since there was some messup with the installers. She kind of indicated to me that the ball is out of my court now. Please be calling Michelle which to me is a great indicator of Poor service.
12) Its 8th May (Monday) today and I have still not heard about my Order.
13) So I made another call (Don't even know what Date now. and spoke with Michelle in the Install Department. She told me that I would have to work directly with the Installers which was now even more frustrating to hear. So I told her that I have dealt with enough of this and I need answers upon which she softened her tone and told me that she would find out whats going on with my delivery and get back to me (I think another tactic to get rid of a customer rather than helping one).
14) I waited for about 2 hours for Michelle to call me back but nothing. I was by then running out of patience and being given the Run Around. I then made a call to the Lowes Main Customer Service Number again and told them about my problem. They went over my Order and the Notes so far and apologized to me about the treatment given to me so far. This was the first time I think someone from Lowes as a Company had apalogized to me for the Bad treatment and service that I had got. They said they will look into the matter.
Guess what? Michelle called me back within about 5 minutes of me making that call to Lowes Main Customer Service. She told me that She contacted the Installer who Sub contracted with another Install Company in Colorado. This Subcontractor installer did not get a copy of the Insall Order. So she contacted the Main Install company and they too did not receive the install Order but Michelle remembered faxing it to them. Another Mess at Lowes? Someone dropped the ball somewhere AGAIN! So she Faxed them the Install order again.
15) At this point I was so frustrated that I just wanted to order the same GE Gas range from Home Depot. So I ended up making a Call to the main Customer Service Line at Lowes again and asked them to cancel my order. They transferred me this time to the Store's Manager (don't remember his name). This time it was the Store's Manager and not the Store's Zone Manager. I requested him to cancel my order. He asked me to explain to him why I wanted to cancel my order upon which I told him "NO Sir, I will not Explain this Whole thing again. I have already done this three times. I just want my order cancelled". He then I guess found the Notes on my Order and started going through and stalling me. He asked me if this was a special order upon which I said I don't think so. So since there was no way to save this order he asked me in that sarcastic tone, "U sure you wanna cancel this order? I said yes, he said OOOOOOKaaaaaayyy. Yeah Just like that in that tone".
It seemed like at that Lowes store no one seemed to care about my problem. Everyone just wanted to give me Some BS answer and get off the phone as quickly as possible.
As the old axium goes, if you make your customer happy you've made one person happy. But if you mistreat your customer, he will share that experience with 9 other people. Or maybe worse, on a forum board or Boards on the internet.
BTW I have ordered a the Gas Range from Homedepot and I cannot even BEGIN to describe the Difference in treatment and the smoothness of operations (with the 10% discount) between the two stores. Home depot was WAY WAY WAY Better in service Quality and Customer care. I think they understand what the Word Customer Service means where as Lowes in my opinion Absolutely does not.
Note: I will not be doing business with Lowes anymore. My experience in Totality was Extremely extremely Poor.
Thanks.
Comments:
Posted by Mrs Manischewitz on 2006-05-23:
COPY your Lowe's receipt and type out your complaint emphasizing your problem with "Gary" then submit your letter by certified mail to - Customer Care
Lowe's Companies, Inc.
P.O. Box 1111
North Wilkesboro, NC 28656
Did you get your money back ? I'd call you credit company and flag Lowe's from doing any transcations, provided you got all your money back.
Lowe's Companies, Inc.
P.O. Box 1111
North Wilkesboro, NC 28656
Did you get your money back ? I'd call you credit company and flag Lowe's from doing any transcations, provided you got all your money back.
Posted by Doc J on 2006-05-24:
There are so many complaints about big-box appliance stores and their delivery service/policy. Rent a small U-Haul, get some friendly neighbor boys to help load, and hire an independent contractor (look under "handyman services") to hook up the appliance. Might cost a total of $100 (including pizza for the helpful boys). But it's done on your time and it's done right.
Posted by beanbagbritches on 2006-05-25:
I can't believe you thought Gary was rude because he asked you to stop interrupting him. You even admit to yelling at him. No wonder you didn't get anywhere.
Posted by Thirdsession on 2006-06-01:
Yesterday I bought a garden hose container and it clearly stated on the container "For 5/8" garden hose. Today I returned to Lowe's Home Improvement on Rte 44 in Taunton, Ma. because the fitting on the conecting hose was for a 1/2" faucet and would not attach to the faucet on the house which is 5/8". The salesman said the only way to make it fit was with a 5/8" adapter. That was fine with me but since it was clearly stated on the container "for 5/8" hose", I want it included in the price of the container. He stated that he couldn't do that but he would get the manager. The manager came down promptly and I explained the situation to him. He stated coldly, "so buy the adapter". I explained to him that his attitude would only result in my returning the entire container for a refund and a lost sale. I then pointed out to him that it clearly states for 5/8" hose. He stated that neither he nor Lowe's printed that statement. With that sophmoric statement and attitude, I did raise my voice a couple of octaves and asked to speak with his superior. He then grabbed his badge on his shirt, stuck it in my face and said, "I"m the boss here now". His badge said, "CHARLES, SALES MANAGER". The adapter is only $2.97, a small price indeed, but the principal of false labeling and a cocky, juvenile attitude by the manager will not allow me to pay for this item. After I left the manager's presence, a customer came up to me a told me that he purchased the same item last week and met with the same results. Has Lowe's stooped to deceptive tactics to sell merchandise? Does Lowe's not care about its customers? Is this the way everyone will be treated at Lowe's? Are Lowe's salaries so low that they can only hire managers who just want to exert their authority and don't care about Lowe's good standing? Tell me, what is my next step? I am a 68-years-old retired executive and I don't believe anyone should be treated like that and Lowe's should stand behind what is printed on the label whether they printed it or not, they are selling it and thereby vouching for its accuracy.
Posted by Bodashustatas on 2006-07-14:
Moan, moan, moan. Gripe, gripe gripe. If you are going to take your business elsewhere...then do it!!!!! Why do you feel the need to broadcast it to the world, like anyone cares about your problems! Do what ya gotta do and move on! If they are that bad, hit them in the pocket book! Take your business where ever you like. If others agree, they will go out of business, if not, they won't. Are you trying to sway public opinion? Whatever!
Posted by BestCashier on 2006-10-28:
That is so true if your not happy with the customer service at lowes then go to wherever your heart desires! And PLEASE PLEASE dont do the "Oh im gonna go to home depot now" speech in front of the lowes employees because guess what as an employee there i can tell you we could care less!
Posted by chancesr on 2006-12-19:
Lowe's employees do care less and boy does it show! Maybe when Lowes goes down because of such lousy customer service, you'll be on here. And I think this is to warn the public about what an awful company Lowes is. I will never shop there.. don't want to meet the evil people that work there.
Posted by nataligirl8698 on 2006-12-28:
Posted by Alain on 2007-06-14:
BestCashier seems to represent Lowes and how they feel about customers. So that's Lowes answer to your complaint.
Posted by Ann Margaret on 2007-06-26:
I feel for this person, because she is getting the same polite run-around that I have been getting with a repair on a refrigerator for over three weeks that I purchased from them. Had I known that Lowe's was so poor with their service I never would have purchased this item from them. So I think it is great to read about other people's experiences with various businesses. Maybe if we all woke up and refused to frequent these places they would change their policy.
Just call up their repair service, and all you get is how they are a "Customer Care" company. Well if waiting over three weeks for a repair is caring, then they don't know what the meaning is.
Just call up their repair service, and all you get is how they are a "Customer Care" company. Well if waiting over three weeks for a repair is caring, then they don't know what the meaning is.
Posted by great-grandma is M-A-D on 2007-07-06:
not glad to see others had problems with Lowe's, but, glad it wasn' just me. Not glad that people can't understand if they don't have problems then no one does. They will someday and no one will understand, only criticize. What a shame. I do wish my run-around had been polite, I went all the way up to the executive customer service in the home office and she was the rudest of them all. Basically, catch us if you can. I EXPECT new appliances when I buy them, tell me they are refurbished (as in new compressor installed before my pruchase) and if I then choose to buy, to bad; so sad for me, but, that wasn't the case. I asked the right questions but was fed lies and never would have known had it not completely broken down and had the door hot as hades = I just wonder if it would have gone on fire had I not gotten up during that night? Only God knows, but, I am sure that others will say that is dramatic now that I see they have been treated well or work there...good for you, AND GOD BLESS EVERYONE...I am not vindictive at all. Just want what a paid for A NEW fridge.
Until you walk in my shoes...yadayadayada
Until you walk in my shoes...yadayadayada
Posted by great-grandma is M-A-D on 2007-07-08:
do any of you think that 'T' should be added to the Lowe's name ? lowesT
Posted by great-grandma is M-A-D on 2007-07-09:
Bodashustatas - people come on here just to do what you seem to think they have no right to do...complain about services, so why, may I ask, do you put your 3cents in if you have no interest. You go elsewhere, this site is for complaining, if there were no problems, then no complaint site would be needed. someone has to wake up Lowe's and such to the fact that if you think customers are ALWAYS wrong, you best think again.
Posted by Jezzicka on 2007-07-26:
I currently work for lowes and I have been for almost 4 years I understand that the problem that you are having is very agravating but yes....looking at us and telling us that you wish u had went to home depot does not make us want to help you any better in all reality it makes us care less...you be rude to us we will be rude back...thats with every person..not just lowes employees. btw what MOST people don't understand about retail...we got to "Lunch" when we get a chance...not everyone goes to lunch at 12 especially if you don't get there till later...but i'm glad you have decided to go to home depot because since this situation happened you will never find lowes to ever suit your needs so have fun shopping at Home depot!
Posted by Alain on 2007-07-31:
I keep on hearing managers talk about customer service and then doing their best to make sure it can't be done. Oh well, they pays us and we hide as best we can.
Posted by bluesplash on 2007-09-06:
I have a hard time with Lowes service also. I am a great believer that as a customer my sales person reflects back to me what I am sending out but I swear the people at my local Lowes just have no idea what customer service is and are PLAIN CLUELESS about any products in the store. I have been in customer service (waitress, Kinkos, and now my own painting business) and if at any time I acting like the people in Lowes acted I would have been fired. And to the people that work at Lowes on this site I think you should look at all the people all over the country that complain constantly about Lowes service and maybe you can suggest improvements in your store. Thank you
Posted by BruceWayne on 2007-12-19:
Alot of times customers take store/retail employees for granted. They think that by calling someone up at the store and yelling at them and/or bullying them around they think that they can get what they want out of them. That is not true, in reality you come off as looking like an idiot. I have worked in retail for several years now especially in the home improvement/hardware business. Customers like you are few and far between. You make up about 0.01% of customers big box retailers receive and frankly we could care less whether you spent your money with that company. It takes more time and effort to try to reason with you than it does with a normal person. Now, if you called the store and tried to reason with an associate, that is one thing, not everyone working in that store knows what is going on all the time. So you may have to explain your story many times. But being rude by yelling and screaming at employees over the phone does not help the situation and does not make you a bigger man. You make the situation more difficult for not only you, but for the store and employees as well. So don't be surprised by the service you received at Lowe's. If someone treated you the way you treated those employees, how would you react to that? Quit trying to be tough and suck it up!
Posted by doityourselfgal on 2008-02-02:
I sit here laughing a bit because I really wonder how exaggerated this story is. Knowing how Lowes works and their policies I truly believe this story to be a "bit over the Top". I also wonder how cooperative you were with Lowes. Through the years of flipping houses I have shopped all the Big Box stores and experienced problems with all. The overrideing difference between the stores was that, given the chance, Lowes took care of me while the others did not. Mistakes happen, it is a part of life and business. I have found that Lowes will do whatever it take to correct the mistake. It is not always easy and fast because there are many times outside Vendors etc. to deal with but, they take care of you. One more question, When was the last time you went on a site and blabbed about a GOOD experience you had?
Posted by anthony2009 on 2009-09-04:
I work at Lowe's. I do think the system could be a little better, though. It seems as if ONE PERSON drops the ball, everything goes downhill.
The system works perfectly about 93% of the time. You just had a bad experience.
You must be in an area where there is a home depot with really good staff. The home depot here SUCKS!
The system works perfectly about 93% of the time. You just had a bad experience.
You must be in an area where there is a home depot with really good staff. The home depot here SUCKS!
Posted by Backlash2 on 2010-02-03:
I must say that some of the products I buy from Lowes have been defective, for example I purchased a Cusinart coffee pot $99.00
it leaked after 3 months use, I bought and Electric Fireplace $500 it stopped working after 6 months use.I have found too that by going on their website and sending an Email regarding my complaint to their customer service that they always get back in touch with me in a couple of days and they have always gotten in touch with the manager from the store that I purchased the items and had him call and offer to replace the item or refund my money
it leaked after 3 months use, I bought and Electric Fireplace $500 it stopped working after 6 months use.I have found too that by going on their website and sending an Email regarding my complaint to their customer service that they always get back in touch with me in a couple of days and they have always gotten in touch with the manager from the store that I purchased the items and had him call and offer to replace the item or refund my money
Posted by Pakettle on 2010-05-03:
We moved in January 2010. We bought a washer and dryer from Lowes. In the past we made many large purchases at Lowes and never had a issue (until now).
Recently we bought a new entry door with oval glass insert. When we hadn't heard anything about the door and it was after the date expected, we called Lowes and was told the door was lost in shipment and they are trying to find it. They tracked it down and the installer (Lowe's contractor) called us to set up the install.
The installer took out the old door and framed in the new one, but when he went to attach the door to the frame he noticed damage. He said he would have to install it, but would contact Lowes about ordering a new door. He said it appeared that the door was dropped. There was a slight dent which is covered by the door knob and when he removed the panel holding the oval glass, many of the glass supports (plastic) we broken.
The problem is that Lowes (the local store) has put us in the middle of their dispute with the installer. I got fed up and called the office of the CEO because I don't understand why this cannot be resolved between the store and the installer. The installer is claiming that Lowes is making him responsible for the damage and Lowes is telling us they asked the installer to repair or replace the door at his expense. I paid for a new door, not a damaged and repaired door. If Lowes won't replace the door, I want a discount on the 1200 I paid (in advance because it was special order).
Am awaiting a response from the CEO's office. Depending on the outcome, I may never shop Lowes again.
Recently we bought a new entry door with oval glass insert. When we hadn't heard anything about the door and it was after the date expected, we called Lowes and was told the door was lost in shipment and they are trying to find it. They tracked it down and the installer (Lowe's contractor) called us to set up the install.
The installer took out the old door and framed in the new one, but when he went to attach the door to the frame he noticed damage. He said he would have to install it, but would contact Lowes about ordering a new door. He said it appeared that the door was dropped. There was a slight dent which is covered by the door knob and when he removed the panel holding the oval glass, many of the glass supports (plastic) we broken.
The problem is that Lowes (the local store) has put us in the middle of their dispute with the installer. I got fed up and called the office of the CEO because I don't understand why this cannot be resolved between the store and the installer. The installer is claiming that Lowes is making him responsible for the damage and Lowes is telling us they asked the installer to repair or replace the door at his expense. I paid for a new door, not a damaged and repaired door. If Lowes won't replace the door, I want a discount on the 1200 I paid (in advance because it was special order).
Am awaiting a response from the CEO's office. Depending on the outcome, I may never shop Lowes again.
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