Lowe's Complaint - Poor Customer Service
SUWANEE, GEORGIA -- Dear Reader:
Re: Lowe's Home Improvement
I had an unsatisfactory experience at a new Lowe's store located at 3260 Lawrenceville Suwanee in Suwanee Georgia. I have shopped there often this year (2009) especially for the Spring growing season for things like plants, seeds, soil and mulch.
Today I went in for some transplanting kits for my seedlings as well as color enhanced mulch. It was a hot day (about 90 degrees) and I had my infant and toddler with me. I always shop around for the best price and since Walmart sells the Naturescape color enhanced mulch for $3.50 I asked the cashier if Lowe's would beat that price by 10% as advertised (because they say they have the Lowest prices). The cashier said she would have to call Walmart however I happened to have a previous Lowe's receipt with me that showed they had sold me the mulch about a week ago for $3.25. So she rang up 3 bags of mulch for me at that price however when I brought my car around to pick it up she said the mulch was out of stock and that she would have to refund me. Now I was surprised to hear that and so I went to the back of the store to see if they had anything else that I could get because I did not want to have to drive to HomeDepot or back to Walmart and get my children out of the car again in the heat. I asked if I could get 3 bags of the Preen brand color enhanced mulch that was available and I asked if I could get it for the same price as the Naturescape that was out-of-stock especially in view of the fact that I had been waiting so long for the manager to approve this new transaction. The cashier refused and told me that the manager on duty, Bob Bailey, had instructed her to treat me this way. I had already been waiting outside the garden department with the engine running for about 30 minutes for a response from the manager. I just wanted my three bags of color enhanced mulch for the same price but they would not do it.
I have spent a lot of money at Lowe's since last Christmas (2008) including getting my artificial Christmas tree from there and several boxes of lights, decorations, etc. I find it shocking that they would not give me 3 bags of Preen mulch for the same price as NatureScape and beat Walmart's price at the same time. When I tried to talk to Bob Bailey about it he insisted that it was an "inventory issue" and that is why they could not provide the level of customer service I expected. I did provide the cashier with my receipt so that she could issue a refund and I did wait a long, long time for the cashier to confer with the store manager about it. I in no way expected the cashier not to follow proper procedure in executing the transaction. Nevertheless, I will not shop at that Lowes again.
Lowe's Lawrenceville Suwanee has lost a good customer because I have a large yard that needs ongoing maintenance. I also love gardening but I will not shop at Lowe's again.