Lowe's Complaint - Mistakes And Unprofessional 3rd Party Installation Company
CANTON, MICHIGAN -- This is my first experience with Lowe's for carpet. We have used Home Depot in the past with good results. But I decided to check out Lowe's and found some carpet I liked that was not available at Home Depot.
After the measure, which was done promptly enough, I visited the store to make my final carpet selections. After waiting an hour for the one employee who could help me in flooring to finish with another customer, I sat down and carefully specified exactly what I wanted in each room. The employee seemed to feel my measurement paperwork was confusing and had trouble at first figuring out what the exact sq footage was. But he finally worked it out and I paid for the carpet. The next day he called and asked if I could come back because he needed to verify my color choices. We worked it out over the phone (my first mistake) and he seemed to understand what I wanted.
Carpet arrived, and the install was set. When they got here, the wrong colors and patterns had been ordered for every room. Not the installers fault, but in the short time they were here, the two man crew gave me the creeps. They lingered far too long after the mistake was discovered and there were lots of questions and comments about my house, and leading questions such as "Maybe we could come back on Saturday if they get the carpet in - are you generally home on weekends?" "Do your dogs bite?" It felt more like they were casing my house for a future robbery.
Carpet had to be reordered, and I was given a date 10 days out for when it would arrive, meaning 10 more days of not being able to use the rooms and sleeping on a mattress in the family room. I expressed some disatisfaction and asked about a discount for my trouble and was told they would take care of me but they refused to say how much until after the whole job is complete. One of the managers I spoke to refused to give me her last name.
Carpet arrived 3 days later than I was told, but at least the new install was scheduled for Monday of the following week. I was told they would arrive between 9 and 11 AM Monday morning. At 11:15 AM I called the main office of the install company, which had no idea their installers weren't there. When they called back they said the installers had a problem with their truck and could they reschedule for Tuesday? I told them it would be extremely inconvenient and pushed for them to find a way to get my carpet installed that day. They then complained they had two installers with truck problems and another called in sick. I was told that no other installer was available to do my install that day and that none could do an extra job in the evening because they don't like to work past a certain time, plus a lot of them that they tried to call don't answer their phones. I was told the installers are independent contractors and they don't have any control over when they start their days, how long they work, etc. So I was forced to allow them to come on an extremely inconvenient day for me, or wait even longer to get my carpet.
I made multiple calls both to the Lowe's store where I purchased the carpet and the Installation company, but the so called managers in both places were very wimpy and basically refused to say anything other than "I am sorry". If I were Lowe's, I would be seriously questioning the choice of company to do my installations - because the company they use gave me the impression that it lets it's contract installers run the show.
In the meantime, my husband will likely be home late a least a couple of times this week because he is expected to respond to last minute emergencies at work. With all of the people out of work, I find it hard to believe that Lowe's can't find installers that want to work and will repsect the customer's time. I still don't know what financial compensation, if any, that Lowe's will actually offer me.