Lowe's Complaint - 12 associates, not one would respond
CLOVIS, NEW MEXICO -- I purchased a window air conditioner, online, and once my order was processed I was informed the product would be available for "in store" pickup in 20 minutes.
I drove to the local store, giving them an additional hour before arriving. Upon arrival I presented my receipt at the pickup/customer service desk. The associate at the desk confirmed the order and paged for someone to come to the desk for a pickup.
I waited, and waited. After 10 minutes I began to count the number of associates that were "wandering" around the pickup desk, not assisting customers, looking directly at the cashier at the pickup desk and then turning away. After 20 minutes of counting associates, and no subsequent page for a pickup, I had counted 12 associates doing nothing and not offering to assist with the pickup.
At this point I questioned the pickup cashier if anyone was going to bring the air conditioner. She looked at me in confusion and grabbed an assistant manager walking by. When I explained the situation to him, and asked what happened to "20 minute pickup" he apologized. At that point, only because the associates saw me speaking to the manager did one walk over quickly and inform him he was "going to get it now". This associate had been wandering in front of the pickup counter for at least 25 minutes at this point.
This lack of service and the habitual passing on of "responsibility" seems to be somewhat typical of my local Lowes. I only shop here, rather than a local Ace hardware when they are the only one offering a product I need at the time.