Wanted to share my story of a very poor customer experience with Lowe's... my email to the corp:
Hello,
I am usually not one to email a corporate director of a large corporation however my current ongoing experience with Lowe's leaves me with little choice. I would like to give Lowe's the opportunity to rectify the situation.
My wife and I just purchased a home in a quiet suburb outside of San Francisco. Our first intention is to completely remodel the kitchen along with a few other major projects around the house (removing walls, complete remodel of two bathrooms, and others). However, before we undertake the bigger jobs, we decided to purchase new appliances first to freshen things up in the kitchen. With the 10% off coupons we received in the mail from Lowe's with the new mover coupon offer, we rushed to take advantage. We visited our local Lowe's in Concord, CA, store number 2604. We were helped by a very friendly and patient associate named Christopher in the appliances department. After a few hours of walking us through our questions and concerns, we ended up checking out with over $8K worth of appliances. We purchased a washer, dryer, range, dishwasher, and refrigerator on June 10th.
Delivery was coordinated for the washer, dryer, dishwasher, and range with a few hiccups but these were minor inconveniences in comparison to the refrigerator. The refrigerator was on back order so delivery was scheduled a month ahead on July 6th. The week of July 6th came and I receive a phone call from Lowe's stating that the refrigerator missed the truck and won't be delivered this week. Later in the week, we receive a phone call to schedule delivery for the refrigerator. We were confused with the situation given that a few days back we were told the refrigerator wouldn't be able to be delivered this week but we didn't question it. So we reschedule the delivery for July 9th. July 9th came and went with no delivery, we ended up wasting a Sunday waiting for our refrigerator. The next day we call the store to determine what happened and we're told one of the managers canceled the delivery and no one notified us.
We end up rescheduling for delivery for the following week. During this second attempt, the delivery company calls us on the wrong delivery day telling us they are on their way for delivery. Because it was the incorrect delivery date, no body was home to receive the refrigerator so we deny the delivery. We called the store to rectify the situation, however, after over an hour of being on hold, we were not able to speak with anyone because the store is understaffed (we noticed this while visiting the store many times). We have also attempted to contact the delivery company with no success.
At this point it is mid-late July and we are still without a refrigerator. We visit the store the next day to reschedule again for the third attempt. The delivery was rescheduled and all seems well. Then a few days later we receive a phone call saying the refrigerator was stolen by the delivery company. At this point we are not sure what to do, we were told that a manager will look into it and we will receive a call from a manager in the next few days. A few days pass and we hear nothing from Lowe's. With all hope lost in the company, we visit the store to speak with a manager again in late July.
Speaking with a manager, she reviewed the notes and said that a new refrigerator was ordered however she does not know what refrigerator was ordered but it will come in on August 9th. We were told they will contact us when the refrigerator comes in and we can come in to the store to accept or deny the refrigerator. With little surprise, August 9th comes and we don't hear anything from Lowe's.
With the writing on this email on August 20th, we have no idea what the situation is with the refrigerator we ordered nearly 3 months ago. We haven't received any phone calls from the store and at this point are exhausted with having to continuously drive to the store to get an 'answer' or a 'resolution'. My wife and I have given up on the atrocious customer service from the company.
From our first initial visit to Lowe's, we thought the store was well organized, clean, and well lit. At this point, these initial impressions are irrelevant. We were thinking about using Lowe's for our kitchen remodel (part of our larger $100K+ home remodel) but that may no longer an option unless this situation can be remedied with a satisfactory conclusion.
Thank you for your time.
Submitted August 20, 2017 at 11:15PM by go_home_tronstad http://ift.tt/2weNd4Q HomeImprovement
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