Lowes - awful cujstomer experience

Posted on Wednesday, June 13th, 2012 at 3:17pm CDT by c9788055

Product: Appliance Department

Company: Lowes

Location: Bastrop, TX, US

Category: Other

Let me tell you a story...a man and his girl decided to purchase a home and start a life together. The home needed some work and they decided to go to Lowes Home Improvement to select new appliances and purchase flooring to renovate their new abode. It was Memorial Day weekend and they went into the Lowe store in Bastrop Tx and look at appliances. They were met by floor associate named Bruce Perkins. Little did they know that this was the start of a frustrating trek that would not seem to end.

The couple was looking for some select items, a refrigerator, a dishwasher, a washing machine and a microwave. They started looking at all the different brands and types with a certain sense of excitement, realizing that their dream of being together was finally starting to come to fruition. The floor associate, Mr. Perkins, was a fast talker and was running them around in circles. Whenever they found an appliance that they fancied, he would give them the "let me check on that" and the "let me check on this" treatment. It almost seemed as if the couple was at a used car lot, not in the appliance section of a major home improvement retailer. They picked out the microwave, which was in stock, and the washing machine, which was also available. They then started looking at the dishwashers. There were some features that the couple were looking for...stainless steel with a deep top rack and moderately priced. The couple looked at many and finally found one that they thought they wanted. It was on clearance. Bruce looked it up and found that there was not one in stock and that sense it was on clearance there were going to be no more available. He then started working his magic. With the confidence of a seasoned salesman and the prowess of a flim-flam artist, he proceeded to offer the couple what he called "the new model" that was taking the place of the clearance model they chose, nut give it to them at the clearance price. The couple thought that they were getting a deal so they capitulated, and agreed with the offer and the dishwasher was chosen. Now it was time to choose a refrigerator and the appliance shopping would be complete.

The couple then went to the refrigerator section and started perusing the different models, opening the doors, looking at the features and discussing amongst themselves the options that they desired. They found one that really caught their eye. It had everything they wanted; a side by side stainless steel model with an indoor icemaker and the led lighting that was easy on the eyes when it was opened. Bruce told them he would check on that model. He returned and informed the couple that they did not have that particular model in stock, but it could be obtained in 7-10 days and they would deliver it to the couple's home once they got it. The couple debated for a bit because they really wanted the fridge that day, as they were without one and living out of a cooler is not the greatest of experiences. After much discussion they decided that they could wait and agreed to purchase the refrigerator. After the appliance shopping was done, Bruce took the lady up front to start an account with Lowes, so that all the appliances could be purchased that night. An account was opened and the couple was really excited, as they could then go to the flooring section and get the items they needed to rid their place of the old carpet that covered the floors when they purchased it.

The couple decided that they wanted to go ahead and take the appliances home from the store that night and not take advantage of the free delivery and installation offered by the store. This was met with a certain air of displeasure by the floor associate and he seemed to have a tone in his voice of one that thought the couple was crazy for taking this route. There was a reason for the decision however, the house was not ready for the appliances to be installed and they couple did not want to have to take time off of work later in the week to be at the house to wait for the delivery. They did however agree to have the refrigerator delivered as it was not available at the time of the sale. The couple then went to the flooring department and purchased numerous items including porcelain tile and laminate flooring for their home. All in all the couple spent over $4000 in the store that evening. They were told by Bruce that he was going to round up the appliances while they were in the flooring department and they would be ready to load when the couple had completed their shopping.

Upon checkout it was noticed that the dishwasher was not priced on the invoice correctly. The lady asked Bruce about the price, reminding him of what he told the couple earlier about selling the dishwasher at the clearance price. Bruce began his fast talking again, saying that was the clearance price, making the couple feel like they had been mistaken. The man leaned over to the lady and told her to just let it go, as he was ready to get out of the store they had been camped out in for going on three hours. The lady agreed and it was dropped. When the checkout was complete Bruce then proceeded to tell the couple he needed 45 minutes to gather all the items in the purchase. He had previously told him that he was getting the appliances together while they were in flooring, so the couple thought that it was rather inconvenient that he had not done so yet. Therefore, on top of the three hours they were in the store, they had to wait another 45 minutes for the items to be ready to load.

Then the real issues began to rear their ugly heads...

After 7 days the lady called the store and inquired about the refrigerator, wanting to know if it had arrived. She was told by the floor associate that answered the phone in the appliance department that he was not sure, but he would check on it and call her back. A day passed and no return call so the lady called again. She was put in touch with Bruce who proceeded to tell her that the item had been put on backorder and would not arrive until June the 13th at the earliest, the 18th at the latest. This frustrated the lady as there was nothing ever mentioned about the fridge being placed on back order beforehand. The man began to install the dishwasher they purchased, after the appliance was completely installed he opened the dishwasher door to remove the packing material from the inside, when he opened the door he noticed that the one feature they were desiring, the deep top rack was not on this model. He also discovered that the hoses and items needed to install the dishwasher and the washing machine were not included and he had to go purchase them They told each other about the details they had just discovered and were both disappointed. The man then sent feedback to Lowes via their website about the refrigerator, the hoses and the general feeling of displeasure the couple had been starting to feel about their experience at the store. He received a call from a manager at the Lowes store by the name of Jacob the next day. The man was very pleasant as he understood that these kind of things happen. He explained the situation with the hoses and such and the fact that they were never informed that the fridge could be put on backorder. He also relayed his disappointment that the floor associate Bruce never offered to try to find the item at another store. The manager gave the excuse that Bruce was new and that companies quit including hoses with appliances last year. The man asked why then is it free if Lowes came out and installed the appliances. If anything the installing materials should be free to self- installers simply because it is saving Lowes a trip and the labor. The manager then offered to pay cash for the hoses and offered to sell the floor model at another 10% discount, but he would not sell it to the couple until they came back into take a look at it as he would not sell it without them seeing it. The man discussed this option with his significant other and they decided that they would rather wait the extra days and get a new one than accept another paltry $100 off an item that had been on the floor and its history unknown.

The next weekend, the lady received a call from Bruce; he stated that the refrigerator was now on back order until the end of the month. This really upset the couple. Bruce had explained to the couple that the item is a popular one and they are not easy to come by and that the factory has placed them on backorder due to demand. Bruce then proceeded to tell the lady that they were going to look and see if they could find a comparable model to offer to the couple to replace the one that they could not get. He stated he would call her back with the details. After the lady got off the phone with Bruce the couple discussed further, at first they wanted to see what was going to be offered but as they talked they realized that they really wanted the one they chose in the first place. They decided at that time that maybe they should just have the item removed from their account and they would look for the fridge elsewhere. A couple of hours had passed and the couple became increasingly impatient, as this was not the first time someone from that store told them that they would get a return call, in the prior instances they did not receive one. They decided to call the store back. They lady that answered the phone stated that Bruce had cut his hand real bad and was at the hospital. After a little while longer another call was placed to Lowes, Bruce was there and he stated that he had to get his hand stitched up, as if he was attempting to gain some sympathy because he was on the hot seat. He then proceeded to offer the couple a different brand fridge with comparable features. However the features were not even near comparable. It was not a side by side, it the freezer below and it did not have the led lighting. To add insult to injury, Bruce stated that the fridge was $2200 but they would sell it at cost at the tune of $1600. The model the couple picked out was an $1100 fridge. The couple was actually expected to pay approximately $500 more for the stores screw up and for a fridge they did not pick out. The couple refused and asked Bruce to just take the item off of their account. Bruce tried to con them out of that choice but the couples mind was made up. He then relented and told the lady that he would remove it from their account.

The couple then got in their truck and began to search for the refrigerator they wanted. They went to a Best Buy within walking distance of the Lowes store from hell and found the same exact refrigerator on display in the store. They inquired on its availability and found that they had TWO of them in stock. The couple purchased one, had it loaded and proceeded to take it home. So much for hard to get! They paraded in front of Lowes with the item in the back of their truck as if they had just won a gold medal and were taking a victory lap around the arena. Oh the victory was sweet!

A couple of days later the lady checked her account at Lowes online. She discovered that the refrigerator was still on the account. Once again Bruce had come through with his total disregard for doing what he said he was going to do. The lady decided that she needed to just go up there in person and have it taken off. She went up to the store and approached the return desk. She then explained to the associate at the return desk the reason for her visit. The associate paged a manager-Jacob to be precise. Jacob called to the return desk, it was explained to him what was going on and he proceeded to ask the lady why she wanted it taken off. He actually had the gall to ask that question. The lady explained to him and the refrigerator was removed. The manager never even bothered to come up front and talk to the lady in person. His courage, or lack thereof, would not allow him to do so. As a result the protection plan that was purchased was not amended as nobody knew how to do it and Jacob could not bring himself to come up front and show anybody how. The lady then had to call somebody else to get that fixed.

The message of this story? Lowes does not care about customer satisfaction, they do not conduct their business in an open, honest manner, their floor associates (some, not all) are not trained properly and the bottom line is bringing in the money. It seems like they are cut from the same cloth as Wal-Mart. Stay away from Lowes at all costs, they do not deserve your money!


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