Lowe's Complaint - Dishwasher / Install
AMHERST, NEW YORK -- On July 5th 2007 (Thursday) I ordered a dishwasher and delivery online from Lowes.com . I liked the dishwasher and the price, and there is a picture of a guy installing a dishwasher that states they will install and haul away as long as it is the same connections and it fits in the space.
It stated on my receipt that I would receive a call from the West Amherst NY store within 24 hours to set up a delivery time.
On July 7th (Saturday) after not hearing from the store I called them and spoke to a manager named Brian, who apologized and said the dishwasher could be delivered on Sunday July 8th between 8am and noon. After taking the day off of work and not seeing them, I called at 1245pm and spoke to a manager Peter. He said that it was out of stock, but it may be on the truck and no one filled out the paperwork, but he also said that it appeared on the computer that it was delivered Friday. He said that when Brian got back from lunch in fifteen minutes he would call back. I did not hear from the store. I called the Lowes 800 number on my receipt, and they said the store manager, Heather, would call me within 24 hours, and that Peter found my dishwasher and that it would be installed Monday morning (but Brian did not remember speaking with me the day before).
Monday, July 9th came and a kid pulls the dishwasher off the truck, drops it in my kitchen and says "here ya go"! I asked him if he was putting it in and hauling away my old one like it said online (for the extra charge), and he said no...he just delivers it!
I called the 800 number again and they said that this was not right and stated they would mark this urgent and have upper management call me within 24 hours as the store missed the first day's call, and Sunday's delivery and later call, and the call from the store manager Heather.
Tuesday, July 10th came and went, once again..no phone call from "upper management" (they have now missed 4) so I called the 800 number who patched me through to the store where I spoke to Brian again. He said it would be an additional $124 to install it, and that he could have it done in four days. He also said it was my fault as I would have had to have gone to the store to sign for an installation! This was the first that I had heard this in six days of phone calls!
I'll go somewhere else that returns phone calls, does the job, doesn't treat the customer like their in the wrong, and wants to stay in business in the area! There was never any attempt to make the situation better...or even an apology, it was just wait with the dishwasher you purchased six days ago (in the middle of your kitchen floor), get out here to the store to sign a contract for another $124, and wait four more days! I told him, better yet, have the delivery kid come back out here and take the machine and credit my card.