Lowe's Complaint - Stay away from Lowe's Delivery
GLEN BURNIE, MARYLAND -- On October 9th I ordered from Lowes.com a Bosch Washing Machine for $854.10. The washing machine was for a rental property in Baltimore, MD. The on-line confirmation told me the estimated delivery date was October 25th and that I would be contacted within 24 hours to schedule delivery. That evening I received a voicemail telling me that the washing machine would be delivered tomorrow, October 10th. This delivery was allegedly coming from the Lowe’s store in Glen Burnie, MD. I was very surprised by this, so I called the Shipping Department back and was assured the item was in stock and ready to be delivered on October 10th between 8:00 am and 5:00 pm. I was also told that I would get a phone call on my cell phone when the delivery was close by. I then promptly notified my renters and they told me one of them would hang around the house all day and wait for the delivery. I did the same and was planning on meeting the delivery with some friends at the house as the washer needed to be moved to a 2nd floor. The delivery or call never came. I attempted to call the delivery department several times later that afternoon and got no answer. The next day on October 11th I called the store to see what had gone wrong. I talked to Store Manager #1 and he seemed very surprised by this chain of events. He said they definitely did not have the washer, it was definitely not supposed to have been delivered the previous day, and that from what he saw it would not be arriving at the store until Oct 25th. He said this was probably a “computer glitch” and this happens sometimes. This was the beginning of the major communication gap that seems to exist between the Lowe’s store and their Shipping Department.
Later on during the week of October 11th I called the Lowe’s store and talked to Store Manager #1 again. I informed him that I was going to be out of town for a few weeks and to please call my two renters when the item was ready to be delivered. They would then coordinate the delivery. I gave him both of their cell phone numbers. I informed my renters to expect delivery on October 25th and to expect a call beforehand. I gave them the proper paperwork in case there were any questions.
While I was gone here is part of the fiasco the renters went through - on October 24th the Shipping Department called me and the renters saying the item had been damaged while being off loaded from the truck, and there will be no delivery. She then said the item would not be delivered until November 11th.
However, during the week of October 25th Lowe’s calls my renters and sets up a new appointment for October 30th between 1:30-3:30. Apparently the washer had come in. On October 30th the driver calls the renters at 1:45 and tells them he is 10 minutes away. The driver never shows or calls back. However I get about 3 messages on my cell phone (I am still out of town) from the driver saying he is outside MY residence (not the rental property) and that there is no one home. I have no idea how they managed to attempt to deliver to my address. My renters call Lowe’s later that afternoon to find out what the story is and the store in Glen Burnie says it is “out of their hands” and they should contact the Shipping Department. They attempt to call contact the Shipping Department several times and get no answer.
The renters get a hold of the Shipping Department again on November 2nd and setup the delivery for November 3rd. The renters hang around all day for the delivery and it never comes and they receive no phone call. They call the Shipping Department later in the day and are told the appointment for November 3rd had been deleted by the Lowe’s Manager by accident. It is then setup for November 4th. Again, the delivery never comes and when the renters talk to the Shipping Department they are told the washer had been taken off the truck at the last minute. As before no call was made to the renters (or me) to tell them the delivery was not coming. At this point the renters have raised the white flag and were done dealing with Lowe’s. On November 4th I attempted to get a grasp on this nightmare.
On November 5th I talked to Store Manager #1 from the Glen Burnie Store and explained to him the charade that had been going on the past few weeks. I made a request to have an exact time on when the washing machine would be delivered. He said he was not able to do that, the best he could do was say the delivery would happen between 8am-12pm on Saturday, November 6th and that I would get a phone call when the delivery was getting close. I explained to him to please make sure to call me first when the delivery was about to take place as I lined up three workers for that morning who were going to assist me in carrying the washer to the 2nd floor (as I had done on the previous deliveries). I never received a phone call. However, that evening I receive a voicemail from one of the renters stating the washer had been dropped off at 3:00 pm. The Shipping Department stated that they were not able to remove the old washer because of liability (the washer has to be lifted onto a 2nd floor deck to get it up and down the 2nd floor). I totally understand this and that is why Lowe’s was supposed to call me first (and show up between 8-12) as I had the workers lined up and we were at the rental property all morning. Instead they don’t call me and they show up three hours late. Very, very frustrating. There is a total lack of communication between the store (and what they’re putting into the computer) and the Shipping Department.
Next I talked to Store Manager #2 on November 9th and made him aware of the situation. I asked him if someone can come over the weekend of November 13th and disconnect the old washer, connect the new one, and haul away the old one (as stated in the contract). He stated the Shipping Department was gone for the day but that someone would call me on the morning of November 10th to set up the appointment. I never get a phone call from Lowe’s. At this point I decided to call my local plumber and have him disconnect the old one and connect the new one. Lowe’s is just too unreliable to deal with.
On November 11th, I called Lowe’s and talked to Store Manager #1 again and they said they would come on November 13th to pick up the old washer. I then called Customer Service on November 12th and told them that some funny noises were coming from the washing machine. They then put me in touch with Store Manager #1 again (Glen Burnie store) and he said it was most likely because the shipping bolts were probably still in the washer. I received a call the evening of November 12th from the Shipping Department and they told me they would come the next day between 12:30-2:30. Again they don’t contact me (as they said they would the previous night) or the renters, but for the first time they do show up on time. They then actually removed the shipping bolts and took the old washer away.
I then e-mailed the Lowe’s Customer Care line. They apologized for the issues I had and they said they would forward the situation to senior management at the store. The next day I get a call from Store Manager #1, the same guy who was part of the whole problem. He apologized and asked if everything had been resolved. I asked if he had read the 3 page report I had e-mailed to them and he said he had not. He said he just wanted to make sure the washer was in and he stated they had fixed the problems with the delivery department (no details of course). I then contacted Customer Care again saying the whole point of writing the 3 page timeline was so Senior Management at Lowe’s could be alerted of this debacle. Customer Care said this was Senior Management. However they then sent an e-mail that the issue would be pushed to the Regional Manager. The following day I received a call from the Regional Manager and for the first time it actually seemed like someone cared about what happened. He said he had read the letter three times and was in disbelief about what had occurred. He said this was not how business was done at Lowe’s and that he was going to the store later in the week and would try and get to the bottom of what happened. He also sent me a $100 gift card. I haven’t heard back as to what corrective measures have been taken. My experience with Lowe’s was a nightmare and I would advise people to stay away! I have used Sears and Home Depot in the past and they seem to be much more reliable.
The most amazing part of this experience was the number of no calls and no shows. Sitting around on 4 different days and getting no phone call after the appointment has been scheduled is fairly incredible. Even towards the end, when you think the issue would be a priority, Store Manager #2 tells me I will get a call the next morning to address the issue. I never receive the phone and have to instead call them the day after. Unbelievable. I know Lowe’s is a big company but I would advise consumers to stay away. This was one for the books!