• Report: #62087

Complaint Review: Lowes Home Improvement

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  • Submitted: Fri, June 27, 2003
  • Updated: Tue, April 26, 2005

  • Reported By:fort lauderdale Colorado
Lowes Home Improvement
Plainfield Ave Grand Rapids, Michigan U.S.A.

Lowes Home Improvement Lowes Took my Money, Never called, Still no Door!!! Grand Rapids Michigan

*Consumer Comment: It Figures You can't win for losing.

*Consumer Comment: direct your anger to the right place, the vendor

*UPDATE Employee: We do our best advantage of their attempt to satisfy every customer.

*Author of original report: Here it is March 1st 2005, and my door story still goes on.

*UPDATE EX-employee responds: It's The Real World

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I also have been scammed!! I ordered a front steel door May 20 2003 and as of June 27 2003 still have no door. It is a good thing that this door is not a requirement, only a nicety. However, I was told on May 20th that my door would be in on June 2nd. On June 3rd "I" called "them", (Lowes), to check on my door. Lowes tells me that it will be in on the 11th.The 11th comes and goes so "I" call "them", (Lowes) and ask again, "Where is my $560.00 Special order door?" Lowes tells me it will now be in on the 23rd. Of course by now I am advising them that I will definitly need to be "made Happy."
I am not happy, I have missed my door being at 2 summer parties. Parties that would not have been planned if I had known that my old torn up door that has rotten from the inside out would have to be seen.

Where was I? Ok,,, June 23rd, hoping to put in a new door after my trip to North Carolina. "I" of course call "them" and ask about my door. The manager that I have been dealing with tells me that he does not see my door in the computer arrived as yet. So he tells me he will go check in the back, and call me right back. An hour and a half later he calls with news that he "thinks" will make me happy. MY DOOR IS IN!!! BUT<<<
it has a crack in the trim around the exterior side of the glass. Mmmmm.... what should I say? Oh boy, I spent alot of money on a door that is damaged, but oh well, thats the way I like em? Hell no. I went over to see the door, and sure enough there is a 4 inch crack along the plastic trim. Lowes tells me I could take the door and then someone from Rockbridge or whatever the "vendor" is can send someone to my home to fix the defective door. I say notta to that scam. Fix it at your store, call me when it's done.

I am expecting a good percentage off, (per the lateness) and to keep me a valued Lowes customer, I am also expressing the hope that they will install the door. I want a turn-key job on this as I am in the rears here, not Lowes!

Here it is June 27th and I still haven't heard from my local Lowes, nor have I heard from Corporate Lowes that I phoned 2 days ago.

The reason I ordered the door at Lowes was not because of price, for the orange place and the other big dealers had the same door at approximately the same price it was becuase of the service that I received at Lowes. Still, I am not upset about the employees that I have dealt with thus far, for everytime I call them they are as sweet as my Texas Aunt.

I just want my door. I feel for the man and his kitchen fiasco, I understand why he didn't just get a refund. It is because us as humans have hope. Hope that it will be tomorrow that they will call with the materials to finish the job.

Fred
fort lauderdale, Colorado
U.S.A.

This report was posted on Ripoff Report on 06/27/2003 02:05 PM and is a permanent record located here: http://www.ripoffreport.com/r/Lowes-Home-Improvement/Grand-Rapids-Michigan/Lowes-Home-Improvement-Lowes-Took-my-Money-Never-called-Still-no-Door-Grand-Rapids-Mi-62087. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 Consumer Comment

It Figures You can't win for losing.

AUTHOR: Cory - (U.S.A.)

There is a delay in his order. They give him a free storm door for his time and trouble. He calls and posts about the problems he is having with his free storm door. You can't win for losing.
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#2 Consumer Comment

direct your anger to the right place, the vendor

AUTHOR: James - (U.S.A.)

Wrong answer - thanks for playing.

"Sorry about your door, but direct your anger to the right place, the vendor who handles the door you bought."

Completely and totally incorrect. He didn't pay the vendor, he paid Lowes. That makes Lowes responsible for his satisfaction, period.

Tell me, if I have a problem at Krogers, are they going to send me to the farmer who produced the item? How about if my new car breaks down? Do I have to contact the supplier that made the part? No, the only place I have to go is to whomever took my money - as it should be.

If you believe your statement, no wonder you think customers are hard to deal with!
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#3 UPDATE Employee

We do our best advantage of their attempt to satisfy every customer.

AUTHOR: Tom - (U.S.A.)

I have worked at Lowe's for almost 4 years now. I couldn't imagine doing anything else. Everything we do in our day revolves around the customer. That is the reason we have our jobs and we appreciate every customer who walks through our doors. Lately, word has gotten out that customers will get anything they want if they complain loud enough.

Now, there are issues we have with training and follow up, but this is only a small percentage of our employees. 99% of our employees will do whatever it takes to make our customers happy and get their returning business.

We handle a lot of special orders and installs, and every employee who handles one of these orders must fax the order to the vendor, call the vendor, enter comments into the computer, then the vendor has a problem with the order and pushes it back. We call the customer and let them know. They yell at us and we just take it.

Then the vendor pushes it back again. We call the customer again. Then we give them a discount because the vendor screwed up. The product finally comes in damaged and once again the customer yells at us while we smile and look stupid. We have to order the product again and end up losing our shirts in the process. Then after all our hard work, the customer calls the general office and we have to give them more money.

While all this is going on in our busy days, we greet every single person that walks past us in our 10-12 hour days. We walk every customer to anything they ask about, while every other customer we pass asks us questions and we try to help all 9 people who are talking at once. Then the one lady 2 aisles away who said "yo" at the top of her lungs while you while helping 19 other people goes up front and tells the manager you were rude to her and gets a gift card for her trouble.

This has got to stop. People know they will get anything they want if they complain enough. You people as far as I am concerned are as bad as shoplifters. Sorry about your door, but direct your anger to the right place, the vendor who handles the door you bought.

All I am saying is, nobody will get good customer service anymore, anywhere, if people continue to be so unpleasant to companies and take advantage of their attempt to satisfy every customer.
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#4 Author of original report

Here it is March 1st 2005, and my door story still goes on.

AUTHOR: Fred - (U.S.A.)

Now the door was installed on August 5th and for all my troubles I did receive a free storm door.

Last winter I called Lowes to advise them of ice build up on my storm door, and they kept saying someone would come out. Never did he. I called this past fall and again they said Bryan would come out. Never did. Now I am noticing condensation on my 560.00 front door and I called Lowes again to let them know , and to also remind them of the back door ice problem.

Whoever had the rebuttal with my story has to understand the facts i represent are the truth and I have no reason to say anything otherwise.
Lowes has not proven themselves worthy of my dollar anylonger.

Thankyou
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#5 UPDATE EX-employee responds

It's The Real World

AUTHOR: Johnny - (U.S.A.)

First off I'm an ex Lowes Sales Manager(Boooo!)
Lowes is the most fantastic, incredible company I have ever heard of or have been involved with! They are the #1 most admired company on the forbes list....Lowes is a source for us to remodel and repair our homes, product does come in damaged, 99% of the time it is not Lowes fault, the vendors alot of times use 3rd party shipping, wich is like putting 3 or more hands in the cookie jar, things happen, most of the time the store will go above and beyond the call of duty to satisfy there customer, Which is the main reason I no longer work for the company, I was a give 'em the farm manager I would always take care of the customer. But the industry is not being looked at fairly, in the 80's home depot was a model of excellent customer service, then as they grew, they lacked the focus to continue to train employees on customer service, Payless Cashway's and Lowe's who is viewed as competition, was beginning to do what Home Depot did follow the Home Depot Model..and they did and Lowe's eventually mastered it, and still does, Depot now can treat you like crap, and then the customer goes across the street, and shops Lowes, and if Lowe's expierences any issues via the vendor or a employee makes an error lowes is viewed as a 3rd rate company, then the customer goes back across the street and Depot will probaly drop somthing on your head, and not help you but you accept it becuase it is the way we are used to from depot(out of breath)...

In conclusion...If you want to be safe, buy the nicest product in a clean, well ran store shop Lowes and alway's notify the managers of any employee not treating you in a profesinol way, you will get results, now if you are not getting the desired result from a lowes...simply return the product and go elsewhere, be proactive with your money, don't expect a handout...I know for a fact we are not hearing the whole story...
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