Lowes Doesn’t Know
I ordered a light fixture from Lowes (store number 1674) on November 13th. We called about the fixture several times and they told us it wasn’t in yet. We were being patient because it was a special order item. On Monday, November 21st, the sales associate who sold us the item called and asked us how we liked it. I told the associate, “I would probably like it if we received it, but we haven’t.” He told me he would check on the item and call me back in 10 minutes.
On Tuesday afternoon, an associate leaves a message to tell me my item is in. You can hear it here: http://is.gd/5Ah5R
On Wednesday evening, I go to Lowes and the store is pretty empty. After 40 minutes of waiting, we don’t the fixture. I ask to speak to the manager of the store. The clerks call Harry several times and he doesn’t respond. Then one associate takes my address and says they will bring it tomorrow. On my way out, I ask the associate checking bags at the door if Harry is there. Harry is hanging out with Jan (another store manager) and another store associate in front of lumber. Three Lowes employees not assisting customers. Harry tells me that there are three store managers and he doens’t have to be the one to answer all of the calls.
Today, Harry tells me that my order just came in and that it isn’t his problem. I asked him if he knew the Lowes slogan and he said it was Customer service -a customer is always right, but it isn’t. Why are people working at Lowes that
Lowes, the Brooklyn store is having problems due to management. Look at the reviews for Lowes on Yelp:
Stores like Best Buy and Pottery Barn manage to have excellent customer service that goes above and beyond what is expected, but Lowes It doesn’t take a management expert to realize that customer service has to be average or better or people are going to take their money elsewhere.
Hugs,
marlene
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