Lowe's Complaint - Flooring Installation Issues
Resolution Update on 11/19/2009:
After calling back and speaking with the sales manager again about getting a possible discount or something for the delay, one of the other installers from Lowe's called back and said that he would be able to come out on Saturday. I told them I very much appreciated them finding someone else to install these floors so that we can get the baby's room ready.
SIOUX CITY, IOWA -- My husband and I needed to purchase laminate flooring for a bedroom, hallway, and kitchen, and have it installed. After comparing prices, it appeared that Lowe's had the best deal. We have a baby due in January, and so we quickly jumped into action to get this process started.
So on 10/03/09, we went to the store, and paid to have a contractor come out and do a measurement of the areas in which the floors would be installed. The measurement was pretty prompt, but it took a couple weeks before anyone called me to give me an estimate on the cost of flooring and install services. After receiving a call with an estimate, we went to the store to pick out our flooring. We chose in stock flooring, and paid for the flooring and installation services on 10/17/09. As they would prefer if one of the homeowners is in the house at the time of install, we checked with the sales associate about installation times. My husband and I both work outside the home and no one is home until 3:00 in the afternoon, or on Saturdays. They said this would not be a problem. Once we placed our order, it took a week for our installer to contact us about setting up an installation time. Then we were informed that he had two other jobs that would take a week a piece and wouldn't be able to get to ours until after those were completed. So, we set up the installation for the first Saturday he had available, 11/21/09. Yesterday, I received a call from the installer saying that he would not be able to come this weekend after all. He had a family emergency and would be unavailable over the weekend. I understand that this was an unforeseen circumstance, and I realize that things come up. He was very nice, and apologized for the inconvenience. He felt pretty bad because we have already waited so long for our floors to be installed. He offered to contact Lowe's and see if there was another installer available to come out this weekend, and so I said that would be great if he would do that. Today, I called Lowe's and was informed that there was not another installer available on such short notice. Again, that is understandable. I explained that I understood, and would like to know when they could come. I explained that next week was Thanksgiving, and we would be out of town. The week after that, we were supposed to have family coming out to stay with us and help us shop for furniture for the new baby's room and get everything all ready to go. The installation service manager I spoke with said that she would contact the installer and see if he would be available to come after 3:00 on a couple weekdays between 11/30/09 and 12/03/09 so that we can get them installed before our family gets here. I am supposed to hear back from the installer tomorrow about setting up a new installation time.
I am not trying to be difficult, and both the installer and the service manager were very apologetic and sincere, but it would have been nice to at least be offered some sort of discount for having to wait so long. For the last month and a half, everything from those rooms other than the stove and refrigerator, has been piled in our back hallway, from floor to ceiling. By the time our floors are installed, the baby will be due in only a few weeks. So that will give us just a short time to get everything out of the back hallway and organized, and we haven't been able to purchase any furniture for the baby's room because we have nowhere to put it until the floors are installed. I am trying to be understanding, but it is getting a little difficult to be so easy going about everything. Not to mention that if this baby comes early, we may not have anywhere for her to sleep!