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| - Wed: The refrigerator that was displayed was stainless steel I asked for it in black and the first thing he said was "Sorry we don't it, takes 30 days" I said okay, I'm willing to wait. I then signed up for a Lowe's credit card and went to William to pay for the refrigerator and they actually have it in stock and he can get it delivered today. I said thank you, but I don't move into my house until Sun.
Just when I thought everything was squared away, the nightmare began.
The refrigerator was delivered to my home but it was the wrong color. I called the store spoke to my sales representative William. He told me he will look into it and call me back. After 1 hour, I decided to call back myself to get an update. He told me, it will take another 15 days to get the one I wanted and it will cost more because it's a requested item. I was very upset about the situation and asked to speak with a manager.
I was connected to the assistant manager Justin D. Note all my groceries were sitting in a tube of ice during all this. The assistant manager heard me out and offered another refrigerator at a lower price because I was in need of a refrigerator asap. The refrigerator 27.8 Cu Ft French Door LGHB2867PF the refrigerator I originally wanted was priced at $2,398 but was on sale for $1,600 (saved $700). He offered to give me refrigerator 27.19 cu ft French Door FFHB240PE for $1,100 but originally priced at $1,665. (saved $500 due to the taxes) Me thinking to myself, he was giving me a great deal, but at the end... it wasn't the one I really wanted but I was indeed of a refrigerator asap. We were all set for delivery for Mon from 4PM - 6PM.
On Mon around 2PM Delivery company called and asked if they can come by earlier to drop off my refrigerator. I said no, I'm still at work. They said they will be there around 4pm. I left work early just in case they show up around 4pm and I got home by 4:15pm and no one was at my house. I waited till 6pm and still no one was here with my refrigerator. (Note all my groceries are still in a tube of ice) I called the number back that called me earlier and no one answer. I ended up calling Lowe's back and spoke with assistant manager Justin D. He told me they were waiting for me at my house for 29 mins and ended up leaving. I was told they showed up at my house at 4:18PM and left at 4:36PM (18 mins) there's NO WAY they waited that long when I was home by 4:15pm. What I don't understand is "why didn't they call me to let me know, they were outside my house?" but they called earlier in the day to see if they can drop it off earlier. Something doesn't match up.
After speaking with Justin, he didn't have anything to say but suggested we send it back out again tomorrow for delivery. I asked for a time frame, he said after 5pm. I said 5pm till what? He said he doesn't know. Justin then said (in a rude voice) "What more do you want me to do for you sir, I already gave you a discount" DO YOU JUST WANT A FULL REFUND BACK? I could not believe he said that to me. Now what does that solve? It just made the situation worst. I said go ahead and set that delivery and may I have the store manager's information and what time will he be in tomorrow?
7:00AM I called Lowe's and asked to speak with the store manager Mike L. I ask him I would like to speak with him in person regarding this situation. Any time after 10am would work best for me. (In a rude voice) he answered, 10:15am because I have a meeting at 10:30am.
I could have told Mike about this situation over the phone but because I was VERY UPSET with the customer services I've received, I made it a point to come talk with him in person. We sat in his office and as I was explaining the situation (I didn't finish) he interrupts me and says "What solution do you expect from this?" I didn't come with a solution, I wanted him to hear me out and maybe use this as a coach opportunity for his staff. I was so put off by him sticking up for his employees vs hearing me out.
We then went over what Justin did for me for. I told him, I was offered another refrigerator and he said he would save me $500.00. The store manager Mike then said "I will have to speak with Justin regarding this because $500 is a little too generous". I then explained to him how I still had my groceries in my tub full of ice. He then said "Is your groceries worth more $500?" I could not believe he said that to me.
He's right, my groceries wasn't worth $500 but did Lowe's give me $500 cash to go buy new groceries, or did Lowe's pay me to leave work early so I can receive the delivery, or is Lowe's give me money for my gas, how about my TIME! NO Lowe's didn't so, for you to try and rub that in my face is unprofessional and very upsetting.
I WOULD NOT recommend Lowe's home center, especially this location! Take your money elsewhere. This experience was the worst!!! I can't believe I even got a credit card from here! Very upsetting!
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