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| - I don't shop at Lowes a lot, mainly because there is a Home Depot store a mile from my house and all of the Lowes stores are in hard to get to locations for me. But I like the fact that I can find things at Lowes that I can't find at Home Depot, including some brand name tools that Home Depot doesn't carry. So I do brave the traffic every so often when I have a home project to come to this Lowes store on FLW.
As an overall generality I'll give them points on having a store that's well laid out. Also as a generality their floor staff is maybe a little friendlier than my local Home Depot and more willing to stay with me rather than just pointing at where something is. And I have run in to a few of them who actually know about the products through real-life experience, rather than just being a warm body like some of the Home Depot staff.
But, dang, shopping there is an exercise in frustration. There are many little things that add up to me just wanting to walk out the door and shop somewhere else but I'll give you two examples. One is that I wanted to buy a tool that's heavily advertised and very popular. It's the Skil brand, not some offbeat store labeled brand so you would think Lowes would feature it. Well they had a display rack for that model (and the other model in the same Skil series of tools) but there was no display model on the empty shelf. The salesperson who works in that department didn't know why. They had one boxed unit in stock but it looked like it had been previously opened. There was no offer to discount it or reopen it to put it on display so customers could see it. The salesperson had a nice personality but the bottom line is he didn't do anything to help me buy what I wanted.
Another example is a flooring product I had liked on a previous visit but needed to go home and measure first. When I came back to buy it they had moved it. I (along with several other customers) waited in the display area while 5 salespeople hung around their sales desk, none of them coming over to help. So I went over there and asked one of them, a woman, to help me and she seemed to do everything she could to get rid of me, telling me they didn't sell anything like I was describing and then turning her back and walking away from me. The guy who told me the day before that they had plenty in stock snubbed me and told the woman they didn't have anything like what I wanted. Finally I got another sales person to help and he checked his POS and said they had lots of it in stock ... somewhere but he didn't know where, but management wouldn't let him leave the sales floor for some reason, and no one else offered to go look for it for me. It took a half hour before the sales person (who I know really wanted to help but he was fighting against apathetic co-workers) found a way to go find what I wanted and bring it out to the sales floor. I have no idea why they have 5 people in such a small department who seem to thrive on avoiding helping customers.
I finally decided that from now on when I want (or need) to shop at Lowes I would only order online and have it shipped to me. That's another story ... their online service is okay but a little rough around the edges but has two VERY annoying "features". One is a popup box every few seconds that insists on inviting me to a Live Chat. If I wanted to chat I would ask, I don't need to be pestered every few seconds while I'm trying to read about a product. The other annoying thing is once you put something in your "shopping cart" you immediate start getting barraged with emails asking you why you haven't bought it yet. No other store does that. I put things in my Amazon cart and Home Depot cart all the time and they stay there until I'm ready to buy. They don't demean my intelligence by "reminding" me that I haven't bought it yet.
Are you listening Lowes?
[PS] While I was posting this review I got the answer to my question. I could not help but notice all of the 1-star reviews, 13 out of 38 reviews. Wow, that's pretty bad. What got my attention more is that not ONE of them has a response from Lowes. Are you kidding me? That more than answers my question if Lowes is listening (or cares) and that apathy fits in perfectly to the apathy I experienced in their store. I'm leaving my review at 2-stars for overall experience but no way should they get more than 1-star for customer service! You would think by now Lowes would learn that they need to start improving.
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