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  • I just moved to the area and needed several big ticket items. When i first came in I was pleased with the service I received in appliances. About a week later i placed my order over the phone to take advantage of their black friday pricing. When i mentioned to the person taking my order that I would like to pay with a lowes account to take advantage of the 5% off and financing i was told i would have to be in the store physically to do so ,otherwise that person i worked with would not get credit for the order. OK,i liked her style and service and passed on the deal as i planned originally to pay cash anyways. (nice guy ,huh) I thought so...then i mentioned i had a 10% off coupon and was told it was not valid with this order..ok ( i believe you..lol..mistake).Note: i subsequently spoke to a manger about the 10% off,he honored it because it was valid..nice huh? dont you just love employees who will go to any length to get the deal done for themselves? amazing! Anyways fast forward a few days I followed up to make sure everything was on schedule..surprise they had it scheduled to be delivered 3 days before I was arriving..after i specifically told this person over and over the date I wanted (veneer starting to crack on salesperson of the year). Day of delivery,no call from delivery service as promised to set up delivery for that day. Surprise we forgot we will be there later today Mr B.......OK Delivery arrives...MrB we have a damage on the side of your fridge ..but if you accept it we will give you a 15% discount on the ENTIRE delivery....lol OK sure Ill take it...now mind you i asked 5 times and had them put it on the delivery invoice. If they didnt take the 15% of all I wouldent accept any. this was crystal clear. So following up as a professional does ...I found that my credit hadent shown up yet and spoke to a lowes manager on duty. went something like this mike:checking on my credit for the 15% lowes:sorry your not getting the 15% on the order only the fridge mike: thats not what i was told lowes:are you crazy ,why would we give you 15% on the whole order only the fridge was damaged? mike: that makes sense to me but your delivery service offered this deal to me,so i expect you to honor it lowes:no chance mike: i plan to make many big ticket items for my new home if you dont honor your promiise I will never do business with your company again lowes: have a nice life mike: very nice. Oh he also tried to say that lowes contracts for the delivery's which they do and if i had a problem i should take it up with them. LISTEN VERY CLOSELY: 1. I dont like being lied to by your employee to close a deal to start 2. Your follow up and order system are horrible. 3.I bought these products from YOU not XYZ delivery service..YOU need to call them up to resolve it. If i have someone working for me I am very clear on what they can and cannot offer to satisfy a delivery. Its not up to me to make it right nor am i responsible to fix or train your delivery contractor on the art of negotiation. He told me what I was getting and as a representative you are obligated to take care of me.Wherever you extract that money from to cover that mistake is not my business or concern. This transaction illustrates the clunky nature of corporate transactions and the mentality that is accepted by compartmentalizing the responsibility for all actions along the entire life span of the order. By doing this they can blame each other and wash their hands of the problem. Very clever...you just lost a customer and all of the friends who he knows. But ,I know all you guys do is average it out over many transactions. I doubt Ill be missed for a nano second. Home Depot here I come !
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