LOWES HOME IMPROVEMENT WAREHOUSE Bad Customer Service, Plus Sales defective items, Internet

Monday, August 23, 2010 It is with great regret that I write this report against my local Lowes store. It all started with the simple attempt to buy their best looking Grill Set by SONOMA, the one they have had on theirs seasonal floor department for a couple of months now. I first gathered all of the information, and then proceeded to order it on line because it would save me on the delivery charge. I found out that even if the store has an actual item count of 2 or 3 on hand, the ON-LINE Lowes shows that inventory might be LOW and will NOT sell it, so one is forced to go to the store and purchase it there and either rent a truck or pay for delivery (it feels like a catch already). So I call my local store (6413 Pats Ranch Road, Mira Loma California 91752, Store 2330) and speak to one Arnold. He confirms that there are at least two on hand, so I asked him to set one aside for me for later that afternoon, he claims do so. That same day, after I get off from work, I stop by Costco and purchased 2 propane gas tanks that Ill need for the grill. On 8/19/10, when I get to LOWES and after waiting for about 15 minutes, Im told that there are no more grills left, but the one used as the floor sample. (The sample had a few dents and scratches; otherwise I would have asked for a discount and taken that one!). I was very upset, so the sales person offered me a 10% off if I was okay to order the set again, and that he would make sure to bring it from another store, and that Id be able to pick it up the next day. I asked him to make sure this was going to be it, as Id have to rent the Lowes Truck to transport the grill. He assured me Id receive a call as soon as it arrived and that hed even throw in the assembling FREE OF CHARGE (I found out later that this SONOMA Grill comes already assembled!!!, so that was false advertisement). Next day (8/20/810), most of the morning went by and I never received a call. So right after work I went to the store to pick it up. After waiting for about 45 minutes and having several employees running around like headless chickens trying to find one of the items that were apparently misplaced, I noticed that the SINK part of the island had the actual sink off center. This is not supposed to be, IT IS A DEFFECT! So, to exacerbate things, not only did it take me 55 minutes to get an order together that was supposed to have been ready for pick up, (and I was supposed to get a call but didnt?) but now my order was defective. I also had already rented and paid for the truck rental. I contacted the LEAD cashier and told her that I wanted to cancel my order right there and there. She proceeded nonchalant, as if this was a natural occurrence, to refund my card, and carry on, without so much as an apology. It wasnt until I asked to speak to the manager on duty, that things took a different turn. I spoke to Rick Galindo, a sales manager and after a brief explanation of my ordeal, he made an attempt to keep the customer and make the sale. He acknowledged that the sink was off center and he even accompanied me to see the floor sample, the one that was damaged but had the sink correctly installed. He assured me that these items were shipped straight from the manufacturer, and Lowes has no hand in it. He then checked for availability in nearby stores and found out one with 4 grills on hand. He set up delivery, waived that charge, and gave me 10% off on the whole purchase. I was tempted to leave it all, but he was kind enough to make the effort so I made the purchase. He told me that the delivery day would be today 8/23/2010. I called him early this morning, to find out that he received my items, but according to him; ALL OTHER 4 UNITS HAVE THE SINK off center as well. The bad part about that? I asked Mr. Galindo if Lowes accepts this quality on the items they sell. And is actually making it sound like it is okay to accept this merchandise from this vendor, and for Lowes to sell it, even if it is defective. Im tired of going up and down and frankly I have not seen this particular set at another place. Costcos is way too expensive and Home Depot does not carry anything similar, otherwise, I would have just walked out of the store and cancel my transaction. I will take this as learning experience, bad business and unnecessary, but an experience nonetheless. In hindsight, I would just go to Hxxx Dxxxx.  (((REDACTED))) Buyer: beware.

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