• Report: #368629

Complaint Review: Lowe's

  • Submitted: Sun, August 31, 2008
  • Updated: Mon, September 08, 2008

  • Reported By:flushing New York
Lowe's
118 2nd Ave Brooklyn, New York U.S.A.
  • Phone: 718-249-1151
  • Web:
  • Category: Customer

Lowe's return policy stinks - with out receipt Brooklyn New York

*Consumer Suggestion: There is much more to the story here!

*UPDATE Employee: The Returns Cashier was wrong!!!

*Consumer Suggestion: No receipt, no refund, basic retail customer service policy.

*Consumer Suggestion: I am sorry for your inconvience

*Consumer Suggestion: I am sorry for your inconvience

*Consumer Suggestion: I am sorry for your inconvience

*Consumer Suggestion: I am sorry for your inconvience

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My first return to Lowe's.
I made a purchase (Kobolt Tools) at Lowe's in Brooklyn NY about two weeks ago (mid August 2008). I can't find the receipts. The total of the return was $125.00. I explained to the customer service return rep. that I made this purchase, and I would like to return it, but, can't find the receipt. She asked how I paid, I said cash. I then said a store credit is fine, that I am here to make another purchase. She asked is anything wrong with it. I said no, as you can see, they were never opened. She scanned the items and said I HAVE TO GET A MANAGER!

So I waited, after 15 minutes, the manager (Richard) came, he was on his cell phone- she says to him in a rude yelling manner SHE IS RETURNING $125 AND DOESN'T HAVE A RECEIPT, AND SHE PAID CASH!

He asked where my receipt was, I told him I can't find it. He then asked the customer service rep. if she tried my phone number and she said I refused to give it. I am now furious, because she was rude since I came in, and then she lied. I told the manager she was lying, and then she started to scream at me, the manager said nothing. He told her to get the number and try it.

I gave her the number and she says SEE NOTHING IN THE SYSTEM! The manager says you have to have a receipt. I asked, can't you give me store credit? He said YOU HAVE TO HAVE A RECEIPT!. I turned around and point to the board with their return policy. He repeated YOU HAVE TO HAVE A RECEIPT!

I then said I have $500 cash to purchase a tool box and you are saying if I don't have a receipt, I wouldn't be able to return that either? He just turned away and continues on his cell phone. And the rep. just walked away.

I was shocked the way I was treated. I purchased thousands of dollars at Lowe's and the one time I had a return, they refused it. Everything was in its original packaging and sealed, just the way I purchased it. I was hoping to apply the store credit to the Kobolt Tool Box I came to purchase. I walked out with disbelief. I will be purchasing a Craftsman black toolbox at Sears.

This really sucks!

Sav
flushing, New York
U.S.A.

This report was posted on Ripoff Report on 08/31/2008 04:03 PM and is a permanent record located here: http://www.ripoffreport.com/r/Lowes/Brooklyn-New-York-11215/Lowes-return-policy-stinks-with-out-receipt-Brooklyn-New-York-368629. 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:
0Author 7Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

There is much more to the story here!

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

There is obviously much more to this story.
I bet the returns counter person asked for some identification and this "customer" got indignant or refused.

This person sounds like a chronic returns person.
Think about it, why would you buy something like that and take it back 2 weeks later? Did you not need it? If you didn't need it why did you buy it?

And, who uses cash anymore for large purchases?

And, who is responsible for keeping the reciept?

Retail fraud is high and returns are very costly.
I would not have refunded your money either.

Next time, use a credit card or debit card, and keep your reciept.
No problem.
No rip off here.
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#2 UPDATE Employee

The Returns Cashier was wrong!!!

AUTHOR: Denise_8705 - (U.S.A.)

I am currently an employee of Lowe's and I must say that I apologize for the treatment you received at Lowe's. The returns cashier was wrong to deny you the return. Although, I do understand that we have to be cautious when doing non-receipted returns, the cashier that handled your return was not knowledgeable enough to realize that we would not be losing money by doing your return. Lowe's is the only company that carries Kobalt brand tools and accessories. We have a contract with Kobalt to return their merchandise without a receipt, no questions asked. (it says so on their packaging) I can totally understand the cashier's concern, since power tools are a high theft item, but there was no excuse for the way she acted. Once again, I apologize for the treatment you received at that specific store, don't let the poor attitude of one associate, deter you from continuing to shop at Lowe's. We truely do appreciate your business. Thank you!
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#3 Consumer Suggestion

No receipt, no refund, basic retail customer service policy.

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

Without a required receipt, many shoplifters could steal merchandise from one store and try to get a refund or exchange at another store.

Sav, if you were the Lowe's store customer service return rep or the store manager, and someone came up to you requesting a refund or store credit without a receipt, what would you do? You admitted you paid cash for the Kolbolt tools so there is no way for Lowe's to know you paid for the merchandise. Why would they have your telephone number in the system if you paid cash. Even if they had your telephone number in their customer database,

http://www.lowes.com/lowes/lkn?action=pg&p=CustServ/custsvc_oo_returns

Returns and Refunds Policy
Our ultimate goal is for you to be completely satisfied with your purchase from Lowe's. If you receive an item you are dissatisfied with, you may return it within ninety (90) days** to any Lowe's store for a refund or exchange within our current return policy guidelines.

Store Refunds, Returns and Exchanges

If you choose to return or exchange your product at one of our retail stores, please bring your receipt or invoice with you to ensure a quick and hassle-free return.
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#4 Consumer Suggestion

I am sorry for your inconvience

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

First I am sorry for your inconvience, I use to work for Lowes about 3 years ago. I worked there for about 10 years. I have processed a few reuturns, normally what happens when you return something over $10.00 without a receipt is that the computer prompts the employee to ask for your I.D. The employee enter the info into the computer, then the computer promtp the employee to ask for a supervisor inorder to scan the supervisor's employee card. Then employee gives you a merchandise credit card to the customer. That might explain why the employee needed the manager. I cannot explain why the employee was rude. I am sorry for what you went through. I do not work for Lowe's now however I do still hold a place in my heart for Lowe's.
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#5 Consumer Suggestion

I am sorry for your inconvience

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

First I am sorry for your inconvience, I use to work for Lowes about 3 years ago. I worked there for about 10 years. I have processed a few reuturns, normally what happens when you return something over $10.00 without a receipt is that the computer prompts the employee to ask for your I.D. The employee enter the info into the computer, then the computer promtp the employee to ask for a supervisor inorder to scan the supervisor's employee card. Then employee gives you a merchandise credit card to the customer. That might explain why the employee needed the manager. I cannot explain why the employee was rude. I am sorry for what you went through. I do not work for Lowe's now however I do still hold a place in my heart for Lowe's.
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#6 Consumer Suggestion

I am sorry for your inconvience

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

First I am sorry for your inconvience, I use to work for Lowes about 3 years ago. I worked there for about 10 years. I have processed a few reuturns, normally what happens when you return something over $10.00 without a receipt is that the computer prompts the employee to ask for your I.D. The employee enter the info into the computer, then the computer promtp the employee to ask for a supervisor inorder to scan the supervisor's employee card. Then employee gives you a merchandise credit card to the customer. That might explain why the employee needed the manager. I cannot explain why the employee was rude. I am sorry for what you went through. I do not work for Lowe's now however I do still hold a place in my heart for Lowe's.
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#7 Consumer Suggestion

I am sorry for your inconvience

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

First I am sorry for your inconvience, I use to work for Lowes about 3 years ago. I worked there for about 10 years. I have processed a few reuturns, normally what happens when you return something over $10.00 without a receipt is that the computer prompts the employee to ask for your I.D. The employee enter the info into the computer, then the computer promtp the employee to ask for a supervisor inorder to scan the supervisor's employee card. Then employee gives you a merchandise credit card to the customer. That might explain why the employee needed the manager. I cannot explain why the employee was rude. I am sorry for what you went through. I do not work for Lowe's now however I do still hold a place in my heart for Lowe's.
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