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 Lowe's Gained then Lost My Business
Posted Sun October 26, 2008 12:00 pm, by Larry J. written to Lowe's
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This overall complaint is Lowe's false advertising regarding installation services. First, I would like to make several comments. What Lowe's did right. I switched from a long-time Home Depot shopper to Lowe's when the local HD's electric carts were in poor condition or not working at all. As caregiver for my wife, and her disabilities, she is always with me. When buying large items like lumber, landscaping materials, etc I cannot push my wife in a wheel chair and purchase large items. That said, non-working electric carts became a deal breaker for HD when I had bulky purchases. Lowe's in Brighton Colorado always has it's carts in good repair. So almost 2 year's ago Lowe's began to get 99% of my business.
What Lowe's did wrong. I purchased an $800 Bosch dishwasher on 8/30. This was a Saturday. Lowe's advertises a 72 hour installation service. Wrong. I was informed up front since my purchase was a weekend, and Monday was a holiday, I was looking at Thursday installation. OK. I receive a call from the local store on Wednesday, stating my installation would not happen till Monday the 8th - 9 days later. So much for a 3-day or 72 hour installation. When I complained to the person at the local store, the response was he was sorry, but the Holiday made things busy. Maybe Lowe's should have a disclamer, stating we TRY for 72 hours but if we can't, too bad.
This was an overall bad experience since someone hit my MiniCooper when we were purchasing the dishawsher. When I went right back into the store asking if they had survaillance, thinking maybe the hit-and-run offender could be indentified - the Customer Service person took my name and number, stating the person who could review would be in on Monday. When I called on Wednesday, no one knew about my request and took all my information again. I was in the store a week later on Saturday and asked to speak to a manager. I spoke with one and explained no one is calling me, he was very nice and said they might not be able see anything but he would look and give me a call. At last, a decent response. Too bad he never called me. I dropped the matter after talking to my insurance who said the wouldn't act on the info anyway. Still an overall poor Customer Service.
On Thursday, 10/23 my water heater went out. I called local Lowe's around 8 AM 10/24. I explained I needed to buy a water heater and get it installed today if possible. I was told on the phone, same day is a $75 emergency charge, but they would place some calls to their installers on my way in, to see what they could do. I showed up at the store around 8:30 ish and worked with someone who was aware of my situation. We selected a model and he took info. When he was asking me questions regarding my existing heater, I mentioned the water heater is on the main floor, not the basement because it is modular. Bad move on my part. He made a call to a (manager??) and said to me that we need to send someone out for a "detail" for $35. I asked why, and he said because modulars can be a problem. I asked why, and informed him it is a modular not a mobile home. He basically said it didn't matter, led me to the front desk to pay the $35. He said he would be right back. I paid $35 and proceeded to flip through this week's Lowes' advertisment while waiting on him. On the back page is an ad for Water heaters that says same day installation if purchased before noon. He comes back from speaking to someone (manager?) and says someone will call, we think someone will get out today for the detail and you can get your install on Monday. I point to the ad I happend to stumble upon. He looks at it like he has never heard of such a thing and asks me to wait and goes back to talk to mysterious person. (It was like buying a car!). He comes back and says, we can't do that because we need to do a detail, and pull permits for Adams County. I said, I don't understand the hesitation because my home is modular. And how is Adams County different, you don't pull permits in other counties? (Lowe's store is in Adams County). He said, no we pull permits in other counties, it just can't happen today. At that point I said fine, please give me my $35 dollars back and I'll take my business to Home Depot - since this appears to be false advertising. I mention at that point I had a similar issue with my diswasher - and this is final straw. His response was "ok", they (the cashiers) will give you your money back. I went to Home Depot. I purchased my Water heater, and they were out and installed that same day.
At no point has anyone at Lowe's been rude or disrespectful. Most folks have generally been friendly, even when they state they can't meet their advertised claims. My frustration is that no at the store appears to back their customer service - or to make right a wrong. What Lowe's is losing from me, my business. This year in just large purchases I spent $2500 on a lawn tractor, $800 for the dishwasher. Add small purchases and I had probably spent about $5K this year, not including the $600 that was going to be spent on the water heater. Home Depot will be receiving my money in the future as long as their electric carts hold out. Since I am a manager in a customer service industry, I thought it important to let you know how you gained and lost my business.
I recommend Lowe's back up their installation promises for future customers. They have lost my business, I just wanted them to know why.
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by RLMTEX Posted Wed January 14, 2009 @ 11:36 PM
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No offense, but a good portion of modular homes are nothing more than
2 mobile homes stuck together. There is a detail required that
involves checking the floor. In a lot of modulars and mobiles particle
board is used for the subfoor. Particle board disintegrates when
exposed to moisture so the floor must be inspected prior to
installation in modulars. Lowe's no longer does toilet or water
heaters in mobile homes for just this reason. A full 40 gallon water
tank weighs around 400 pounds, if the floor is weakened by a water
leak it has to be repaired prior to the install. Lowe's does not do
those repairs. The emergency fee is for the installer having to
squeeze another install into their schedule. But you should have had
the install by Friday if the detail came back alright.
As for the video, the video can only be shown to the police. So you
would have had to file a police report then the police would have gone
and looked at the video. That is the only way that situation could be
handled, your insurance is not able to ask for the video with out a
police report. This is actually good customer service, protecting
customers. But there are procedures for how any situation is to be
handled and they handled the situation according to procedure.
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by Gaile D. Posted Wed January 7, 2009 @ 1:43 PM
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Lowe's really should be out of business by now. No one in their right
mind would let this company contract a kitchen install - and I'm
obviously not in my right mind. They've been trying to correct a
catastrophic cabinet install for a year at my house - and they've
still not got it right. Remember, when you use their install service,
you get what they pay for - not what you pay for. Spend a little extra
money and get someone who really knows what they're doing - not
someone who can barely run a retail outlet.
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Lets take it from the top:
As I have previously stated, Electric Carts have charging issues when
you leave them out in the rain, it affects the battery. People have
the ability to walk up to the building and take a cart, but never
drive it back to the store and walk back. This is an issue, drive
through any grocery store, walmart parking lot during peak time, and
take a peek.
When a holiday occurs, things get backed up. If you didnt like the
installation schedule, you should have returned the dishwasher. BTW,
they are VERY easy to install.
The incident with your car is not Lowe's fault. Their cameras, like
the ones at my grocery unit, are not for public viewing or knowledge.
For that info to be released I need a police officer with a case
number. This is our security departments policy. Apparently there
have been instances where people make up stories about their car being
hit, just to have access to the cameras. What they were really doing
is spying on a cheating spouse or something like that. That is what I
am held to whether I agree with it or not. Maybe the person higher up
realized that and could not provide with you with that information.
Also, you have to not, a dept manager is not the "store Manager"
You should have really bought a noritz tankless water heater. My wife
and I bought one last year, they are very efficient. They do not waste
electricity or gas, by heating and reheating the same tank of gas.
I cant believe you went back to Home Depot with the issues you had
with their carts.
Good Day
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by Kelshir Posted Sun October 26, 2008 @ 9:37 PM
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With your two install issues, it sounds like you have a valid
complaint. I have never heard of those specific ads on the installing
dishwashers within 72 hours and water heaters the same day.
It might be a local/regional test market thing that Lowe's corporate
is doing.
I hope you hear back from someone. Corporate should not advertise a
service that the stores are unable to provide.
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by Donno Posted Sun October 26, 2008 @ 7:20 PM
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I read this entire letter, and I think your expectations are a little
too high.
The worst thing I see is the same day install advertising versus being
told there is a $75 same day install "emergency" charge. There is a
definite disconnect there.
If I understand the permit issue, it sounds like that always happens,
but the visit to examine the job ("detail") is what caused an
additional delay. You took issue with the need for them to examine
your site, but they felt it necessary.
The dishwasher install - it makes sense that weekends and holidays are
not counted in the 72 install timeframe. And because of that holiday,
they had a backup - understandable. Does Lowes *guarantee* a 72 hour
timeframe? If so, they must have disclaimers in there. If not, then
they owe you something. When you say "9 days later," you are skipping
the fact that the CSR told you weekends and holidays don't count.
Thus I come up with 4 business days for your install (two weekends and
a holiday don't count).
Personally I HATE shopping at HD. As you say, the people at Lowes are
pleasant to work with. If I were you, I would think twice about the
switch. But it is your money and your satisfaction that count.
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