Follow up to complaint letter re: online pre-purchase option

Posted Mon September 29, 2008 11:16 am, by Irene B. written to Lowe's

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Hello.

This is a follow-up letter to one I wrote several days ago through PlanetFeedback regarding your Chico store's online pre-purchase.

First of all, I would like to apologize for how I referenced one of your employees in my letter. Unfortunately I wrote it while still feeling very irritated. The reason I chose the purchasing method I did was that, had it gone smoothly, it would have allowed me the time to accomplish another task between getting off of work and having to pick my son up from school. As it was however I had to rush to get to my son's school on the other end of town in order to be there on time, and of course was unable to complete the other task. I do realize however that had my pre-purchased items been waiting for me where they were supposed to have been, it never would have necessitated involving another employee to go retrieve them. Thus I should have stayed focused on the fundamental issue.

The contact telephone number I provided in conjunction with my first letter is actually a cell phone that has been in someone else's possession the past several days. That person has made me aware however that several messages have been left from someone at Lowe's here in Chico. I just wanted to say that there is no need to attempt to contact me any further as I wanted nothing more than to just be able to convey what had occurred last week. There is nothing that I requested or would want compensation-wise, so there really is nothing to discuss. I assumed that any communication would be in the form of an email or letter. I'm truly satisfied in knowing that there now is the awareness of there having been a flaw in the timely processing of online pre-purchases and the impact that can have on customers and am also confident that measures are being taken to make it a more expeditious operation for the benefit of all customers that choose to utilize that purchasing method.

Again, I apologize for my poor portrayal of the customer service person due to the frustration of the extra 15 minutes I had to wait while he retrieved my items.

I categorized this letter as a "question" because there really was no fitting option. I suppose my only question of sorts would be to request that Lowe's please discontinue attempting to contact me by phone as I've said really all I have to say and have no need to discuss this matter further.

Thank you.

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WOW! by MA Cunningham Posted Mon September 29, 2008 @ 2:59 PM Color me impressed, Irene. I am so glad that you wrote this follow up. As I said in my initial response, your reponses to us here belied the tone of your letter. My apologies if my responses to you came across harsh, but you certainly went far beyond what was expected to show that you are an even and fair person. There should be 1000 more OP's just like you!! Reply professional by SuzieCat Posted Mon September 29, 2008 @ 2:10 PM This business handled this issue professionally. As I and several others stated, PROFESSIONAL businesses do not simple ignore behavior from its customers that might be considered less than professional. Lowe's was able to look past the emotional aspect of the original letter and be professional enough not only to respond, but responded with a personal phone call. Kudos to Lowes. Reply It's a great testament to Lowe's by Donno Posted Mon September 29, 2008 @ 12:05 PM that they tried multiple times to discuss this matter with you personally. That is the power of PFB. That's a great opportunity. It was. That's a shame. Reply So much for not taking her seriously, huh... n/t by LadyMac Mon September 29, 2008 @ 12:35 PM Re: Follow up to complaint letter re: online pre-purchase option by PrettySureI'mMovingOnUp..BellaSera Posted Mon September 29, 2008 @ 12:03 PM Irene, thank you for writing this letter. And I'd like to take back what I said about your character; instead, I think this letter shows quite a bit of good character. Many people would not have taken the time to apologize for this. It's also good to know Lowes has been trying to contact you. It means they care about your experience. Hopefully they'll implement measures that will make the online pre-order process much smoother for customers AND employees. Reply