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| - I ordered both closet and shower/tub doors totaling $3,300.00. The closet door company's products were great, went on easy and everything was as expected.
However, The shower door company & LOWES dropped the ball in several areas. After 3 months of trying to get everything I needed to install the door and sliders I returned everything.
I received the doors only on first delivery, then a week after I called, I received the tracks and rails (which I had to go pick up because the delivery service cant give more than a half day estimate for delivery), but never received the screws and parts to attach the handles to the glass.
Arizona Shower door did not ship everything with my order. Then they shipped part of what was missing but not everything. I tried contacting them directly but they never responded. I contacted LOWES on several occasions both at the store & through the websites customer service email. The website email went to a national or regional center who forwarded it to the store. This happened 4 times at least. Neither was able to get the issue resolved. At one point, John From LOWES called the vendor who told him to tell me to check the boxes the doors came in....I'm still amazed that John actually did this. (As though I had not looked). John should have told them to just send the missing hardware. It couldn't have been more than a dollar or two per door x 3 doors. Never let a vendor put it back on the customer, especially when they had to go back and get part of the order already.
Typically, when a national retailer is contacted through their website, they contact the customer and do what is needed to resolve the issue. LOWES has a system that continuously passes the issue on to others at a lower level, through the store manager to the person in the department where the products are sold. (John).
I typically like LOWES having done business with them in three states. This is the first time I've had to contact corporate for an issue. The disappointment in this appears to be their customer service protocols beginning at the top.
I had an issue about 2 years ago with their biggest competitor who has a policy at the website customer service level of whoever gets the email/case stays with it till resolved. This includes them proactively calling the customer and making sure they were satisfied in the end. It was not forwarded back to the store. any contact with the store was done by them.
I am sure my return was put on a truck to be taken to their liquidation center to be auctioned off which means the vendor will never be held accountable for their mistakes and (poor quality) manufacturing process.
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