Lowes Online a Waste of Time
A review by diydca written on Apr 13, 2006Full review
I have been trying to get an adequate response from the Lowe's customer service department for over two weeks. The only thing they do is send prescripted emails promising someone will contact me. No one ever does. For your detailed information, I have copied the emails exchanged.
Email Sent March 28th
I am an avid do-it-yourselfer and home-owner in the DC area. I am very disappointed with the service at the Lowes in Sterling, VA. Although I live in
On March 28, 2006, I placed an order (and paid for it) on Lowes.com for several items for "in-store pick up". I received the email confirmation # (number removed) and confirmed that my order would be ready for in store pick up after 3pm the same day. To be safe, I went to the store yesterday, March 29, 2006 at 6pm to pick up the order. My order was not ready. The customer service person, Kathy, gave a print out of the order to a young man named Phillip who knew nothing about getting orders together. She told him he would have to go around the store and look for each of the items on the order. She told me I would have to wait for him to do this and that it would probably take a long time. I cancelled the order and asked for a refund on my credit card.
I must ask you what benefit there is to placing the order on line if the customer has to wait for some kid to look around the store for the items? Where is any time saving in this? I could have found the items faster. In today's time-strapped world, every minute of the day is scheduled. It is obvious that there is no advantage to me to shop at Lowes if this is how your system works. It is easier for me to just go to the Home Depot near my house on a weekend morning to get the supplies I need.
I would appreciate a response from Lowes as to why anyone would want to use the web to shop in advance. How do YOU see this as a benefit to the consumer? If and when Lowes has a service that is actually advantageous, I may return to being a loyal customer.
Reply Received 3/30
Dear NAME REMOVED,
Thank you for visiting www.lowes.com and submitting your comments. Lowe's was founded on Customer Service and we make every effort to satisfy our customers. When an unsatisfactory experience in one of our stores occurs, we need to be aware of the situation so we can rectify it as soon as possible.
I have forwarded your e-mail to your local store management for corrective action. You will receive follow-up within 24 hours.
Again, thank you for visiting www.lowes.com and making us aware of your situation.
Lowe's Customer Care
(no contact from store management ever received)
Another email was sent by me to Customer Care on 4/10, to which I received almost the exact same reply as the first time. As of today, 4/13/06, I have received NO response regarding the alleged service or any input from the store.
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