I own a construction company in Flowood, Ms. Every time I place a material order, the delivery is late, short, or both. Special orders that are supposed to take 7 to 10 days, take 5+ weeks. The Commercial sales department continually looses orders and tries to make it your fault.
We have spent in excess of 100K in the last year and have had problem after problem. We get quotes on stock material, but the price is always different when we go to pick up the material. We opened an account, to automatically apply our commercial discount and most of the time we end up paying retail.
When we express that we are unhappy with the their service, we are always told that, "we'll make it good on the next order". When we make another order, sometimes they give us a small price break, but when the order is delivered, it order always seems to get shorted, by enough just material, to add up to what the discount was...
We have been subjected to contractually obligated, liquidated damages, because Lowe's screwed up the same order, 4 times in a row. We have had to pay crews, to show up on jobs, because Lowe's told us that the truck was on the way, at 8:00 an, but didn't show up until 3:30 pm, even though the store was only 18 miles away.
Our customers have called Lowe's to find out where the material for their job was, after weeks of different stories, from Lowe's. Lowe's was very apologetic and promised our customer, a Merchants Card. But when they went to get it, Mysteriously, no one knew any thing about it. My customer was so angry, that the only way that they would allow us to complete the contract was for us to agree that we would not order any thing else from Lowe's.
We tried to return some stock Valspar paint to Lowe's, a week ago. It wouldn't scan. First we got accused of trying to return paint from "Home Depot". Then after getting a manager involved, they finally figured out that no one but Lowe's sells Valspar paint. We went through the paint ordeal for a week, before I finally got aggravated enough to close our account.
I called the corporate office and closed our account. In the process, I was asked why I was closing the account. After 45 minutes of relating problem, after problem. I was asked how much money I thought Lowe's had cost me. I told them that it was in the thousands and that I didn't really have time to keep going through all of this.
They tried to get me to leave the account open and let them look into it, I declined. They offered me a 50 % discount on any purchase, up to $500.00, I delcined, asking them why would I want to spend more money with a company that was costing me money?
The customer rep. finally closed my account and told me that she was authorizing the local store manager to issue a $500.00 Merchants Card to me and that I should receive a call within the next 3 business days, to tell me when I could go to the store and pick it up.
I'll spend the $500.00 dollars , but even with that, Lowe's has still cost me thousands. If the store managers had tried to make good on Lowe's mistakes, like the the customer service rep did. They might still have my company and I as a customer.
If you are a contractor and need on schedule deliveries, correct orders, staff that is willing to solve the problems that they created, or management that is willing to set up and make good on their stores mistakes, GO ANY WHERE EXCEPT LOWE'S.