I was looking to purchase a lawn tractor, the saleman at Lowe's told me that if I opened an account I could get 10% of and no payments for 12 months. Because of this, I purchased a higher end tractor and a few hundred dollars extra in accesories for it. I was told they would have it assembled by Tuesday (I ordered it Sunday) and they would call me to let me know it's ready.
I never received a call, and when I went to the store on Friday to see if it was ready, they could not find the tractor. Eventually they did, but the rear bagger had not been installed, I agreed to do it myself.
Mistakes happen, so I was not upset. That quickly changed when I received my second credit card bill, I had an interest charge of $36.00, when I called the credit center I was told that I had to visit the store and speak with a manager. When I explained that Lowe's is a one hour trip and I would prefer to solve this on the phone, I was told there was nothing they could do. I asked that my credit card be cancelled, and instead of any effort to work with me, I was simply told "I can do that for you, sir"
When I wrote to them at [email protected], things only got worse:

-----Original Message-----
From: [email protected] [mailto:[email protected]]
Sent: Thursday, July 24, 2008 12:15 PM
To: xxx Pablo xxxxxx
Subject: EIT000001976670Lowes: (Lowes.com Feedback)


Replied On 7/24/2008 12:13:28 PM----------------------------------------

Dear Pablo Fernandez:

Thank you for contacting Lowe's. We apologize for your experience and would like to address your concerns.

In order to do this, we need more information. Please reply to this e-mail with your mailing address, phone number, and the store location.

Thank you,

Rachel
Lowe's Customer Care

Received On 07/22/08 09:12:55----------------------------------------

I welcomed the arrival of Lowes in Abingdon MD, and driving the extra distance from where your competitor is located was worth it.

I was looking for a new tractor, and received excellent recommendations from your representative at the store.

I was told that if I opened an account, I would receive a 10% discount and no interest on my purchase. In lieu of that, I bought a higher end tractor, and $400.00 in accesories.

I looked at my statement and saw that there was a finance charge of 36.78. I called the credit card number, only to be told that I would have to go to the store and speak with a manager (?) I told the rep that it is a long trip to the store and I did not want to do that. She stated that there was nothing she could do.

I told her that if I am going to pay 22% interest, I would not be willing to use the card anymore. I asked that the card be cancelled, and the only response was "I can do that for you sir"

I felt that there was abs
olutely no concern for my frustration, no willingness to resolve the issue. I certainly thought I would be valued as a customer, and that an effort could be made, but I guess I was wrong.

I am going to transfer the unpaid balance to another credit card, and I will have to consider if I am going to patronize your establishment in the future.



Thank you for your attention.

Pablo XXXXXXX

Phone XXX XXX XXXX


My e-mail stated my phone number as well as the location, apparently they rushed trough my letter and did not really read it.

I answered them with the information I asked, but did not hear anything for 3 weeks. I wrote to them again, they answered that I had not given them the information (??????????)

I just wrote again, let's see what they do with it...

Boy, this just gets better and better...

I DID reply with the information requested; see the e-mail below, dated July 25th. Not to mention the fact that you asked for the location of the store even though you already had the information (my first e-mail stated "I welcomed the arrival of Lowes in Abingdon MD") and it also contained a phone number. Did you read my e-mail or just rushed to get to the next complain?
So here we are, what now? I certainly would like to be refunded all the interest you charged me, after I was offered a "no interest" period.

You have all the information you asked for, let's see if [email protected] can live up to the name.

Thank you



-----Original Message-----
From: xxxxx Pablo xxxxxxx
Sent: Friday, July 25, 2008 10:15 AM
To: '[email protected]'
Subject: RE: EIT000001976670Lowes: (Lowes.com Feedback) (UNCLASSIFIED)

Classification: UNCLASSIFIED
Caveats: NONE

Sure thing, thank you for getting back to me.

xxxxxxxx rd, xxxxxx, MD xxxxx

Home phone: xxx-xxx-xxxx

Lowe's promotes customer service in the form of providing assistance in the loading of building materials and appliances into the customer's vehicle following purchase. Truth of the matter is that seldom, if ever does that service materize with the occasional exception of the garden department. Numerous times following the purchase of building materials, large bulking items and heavy bags of lawn application, the call for assistance is seldom answered. Management calls for assistance, checkers call for assistance and no one shows up. 10 to 15 minutes later a second call for assistance is ignored. Finally the front end manager ( usually female ) moves forward to help or when all calls are ignored and the customer completes his own task. I sometime assist the elderly in this task as the management fails to provide this service. Numerous times I have heard the comment or observed to new procedure for this service. You as the customer pay for a given amount of product and load and additional 25 to 33% for your time and effort. Four bags of mulch, become either 5 or 6; 12 2x4's become 16 and the same goes for the block, 6 x 6's and the drywall. If Lowe's can afford this loss rather than provide the service, then not only are they lossing product; but older customer's are finding a local smaller outlets in which to do business.

I went to Lowe's for an estimate to on deck work on May 3, 2008. I paid $35 for an estimate. On May 10, the sub contractor contacted by Lowe's came to look at the deck and take measurements. At the end of the visit he indicated he would fax in the estimate to Lowe's on Monday the 12th and I should hear from them soon after that. Well, I really didn't expect that I would hear from Lowe's on the 12th. However, I did expect the hear from them soon afterword, but did not. On Friday, May 23rd, I called Lowe's to find out where my estimate was. I was told that the sub-contractor had not turned in his estimates or supply needs. The woman I spoke said she would fax the subcontracor to find out what was happening and someone would call me on Tuesday. Well Tuesday came and went without any response.

On June 1st, I emailed Lowe's stating if I was not going to get an estimate I wanted a refund. Again, Lowe's did not respond. On June 12th, I called Lowe's and again was told that the subcontractor was the hold up. I said I wanted a refund if I was not going to get an estimate. Within 10 minutes, I got a call back saying my estimate was ready.

So the next day I went to Lowe's. I told the person that I was unhappy with the service and was questioning if I should go with Lowe's and their subcontractor based on the fact I had been told twice that the subcontractor had not done the estimate on a timely basis. Well, this guy who is supposed to be the manager, says he and the sub contractor had been working on the estimate for over a month and whoever told me that sub contractor wasn't responding didn't read the notes in the computer. What?

Next I said I wanted to take the estimate home to think it over. The Manager said he had to ask someone else if he could give me the estimate to take home. WHAT?!!! I finally he gave me the estimate.

The next day I found out why he didn't want to give me the paperwork. It was dated May 25th and expires on 6/24.

I work for a company that sells to retail store. If anyone ever gave this type of customer service, they would be fired.

I have once again emailed Lowe's corporate headquarters about their lack of customer service. Not that I expect them to respond.

Update:

I got an email on 6/20 from Lowe's corp. It stated someone from the store would contact me within 48 hours. The next day there were 2 messages on my answering machine. The first was from the store manager and the second was from the department manager (the guy who had lied straight to my face). I called the store and asked for Dan the store manager. I was told he had left for the day. I called the following day, 2 days later and 3 days later. Each time I was told the manager had left. Then today 6/25, I got a call from Amanda at Lowe's asking me if I was going to except the estimate. I explained to her how unhappy I was with the service. She told me that Lowe's had called me numerous times about the estimate. I was livid. I told her 3 calls prompt my either my calls or email I do not consider numerous. She also stated that Lowe's had fired the sub contractor because of numerous problems. Well, if that were the case wouldn't she have start with that information first. Anyway's I was able to get my full refund tonight. They first offered me a refund in the form of a gift card, but I explained since I would never shop there again I wanted cash and that is what I got.

For some reason, it is next to impossible to get anyone to answer the phone at this Lowe's location in Brooklyn. I wanted to order an expensive appliance from them and just called to see if it was in stock. For several days, I couldn't get anyone to answer the phone in the appliance department or the manager’s office. I'm glad I took my business elsewhere because God forbid I ordered it and needed to call someone there for a problem. This location is sorely lacking in customer service - try another or better yet, Home Depot or PC Richard.

When buying a frig Lowe's promised to hook-up the new ice maker to the existing line. It also clearly states on their website that they provide this service ( www.lowes.com/lowes/lkn?action=pg&p=ApplianceAdvantage ). The delivery was late, the delivery person had a bad attitude when he walked into my home. He had to use my husband's tools, he never turned the frig on, didn't take out the packaging inside, or a number of other things they were supposed to do. When I told him he was supposed to hook-up the ice maker, he said he doesn't do that. I told him I would not sign the receipt until he hooked up the ice maker. He then started taking the frig out of my home. I told him I would sign the receipt and complain about him to his company, so he left the frig sitting in the middle of my kitchen floor, unhooked and my old frig in my drive and left. I will NEVER buy anything from Lowes ever again.