I bought a whirlpool refrigerator from Lowes in Elk Grove, CA on 9/18/06 for next day delivery. The product was delivered to our house the next day. Unfortunately, the delivery guy made a big scratch on the door of the refrigerator. We didn’t want to waste the delivery guy’s time since they said one of the delivery trucks is out of service and they have a lot more to deliver that day. So we told them to move on and we’ll call Lowes to schedule for a replacement. It took us almost a week of run around to finally get someone to respond and to schedule for a replacement.

The delivery guy came back the following Saturday to give us the new refrigerator. As they arrived at my house, they quickly proposed to change the scratched door of the refrigerator instead of replacing the whole thing. They said this way we can avoid other damages. It made sense so I agree to change the door. Once the door was changed, it kept making this squeaky noise so I told them to just replace with the new refrigerator. That’s when the delivery guy finally revealed the truth. He said they can’t replace the refrigerator because the compartments inside the “new” refrigerator are broken. Unbelievable!!! Shouldn’t you check to make sure the product is in good condition before you deliver to your customer? Once again, the delivery guys were behind schedule. I didn’t want other customer to suffer like us, sitting around waiting, so I told the delivery guy to move on and I’ll deal with Lowes. I called Lowes back to explain the situation and asked for another replacement. The delivery manager, Heather Wilson, responded with an attitude and said they don’t have any in-stock and she doesn’t know if they’ll order more. This lady is NOT a customer service person at all! She didn’t even apologize for sending us a broken refrigerator. So I told her I want to return the item. She said she’ll send the delivery guy back the next day to pick up the broken one.

Another week has gone by and I receive a phone call from another delivery manager by the name of Chris. He was very sympathetic about the situation and asked if I could give Lowes one more chance to make it up. I told Chris that if he can get me the same refrigerator and deliver it to my house by the end of the week, I’ll give them one more chance. Sure enough, he got the product and scheduled for delivery. That Saturday we got our refrigerator. However, in the process of bringing the refrigerator into the house, the delivery guy BROKE one of the legs on our staircase and scratched two other legs. Can’t they do anything right? The delivery guy wrote up his report and said he’ll submit to Lowes delivery manager and she’ll get in touch with us.

Almost a week have gone by and no words from anyone at Lowes on the broken staircase. So I called Chris since Heather is not willing to assist us. He said the delivery manager, Heather Wilson, should have contacted me right away on this. Well, obviously this lady doesn’t want to talk to me. She’s the worst customer service person I’ve ever spoken to. So Chris said he’ll look into this and get back to me. Shortly thereafter, a guy called me and said Heather told him to call. He said he’s the subcontractor for Lowes who does estimates on issues like this. So he scheduled an appointment with me, but gave me a FOUR HOUR waiting window. This is not a delivery. It’s an estimate for crying out loud. What kind of business is this? You broke someone’s staircase and now you’re making them wait for four hours just for you to come out for an estimate. It’s insane. That’s going to waste another half of my day. In addition, I’m probably going to have to wait another four hours just for them to SHOW UP to fix the staircase, not to mention the time it’s going to take to fix the darn thing. This is ridiculous!! I insisted that they give me a specific time they’re coming out because I’m tired of waiting around for them. They said they can’t give me exact time because the four hour time span is their policy. What kind of policy is that? I can understand for a delivery, but not for an estimate.

Until today, the problem is still NOT resolve.

Does anyone out there have any suggestion on how to elevate this issue? I have already send email complaints to Lowes, but haven’t gotten any response. I’m so fed up with this.

I will never buy anything at Lowes that requires delivery service again.