I wrote to Robert and found he retired as ******. *My name is Denise Abler. My husband...

GetHuman853812's customer service issue with Lowe's from July 2018

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The issue in GetHuman853812's own words
I wrote to Robert and found he retired as ******. *My name is Denise Abler. My husband, Tom and I reviewed exterior doors in your Franklin, WI Lowe's store on a Saturday. We signed paperwork to have the current door, sidelights and storm door measured on April *, ****. **Later my husband received an estimate from your employee Robert (Robby) Aquino. Based on that estimate (see attached)that was not clear regarding total charges we decided to purchase our new doors and sidelights with Lowes including installation on April **, ****. We hesitated to agree to this since the original estimate was lower (not including the storm door) than the amount Robby rung up. Due to the assurance that this was a quality door and given an estimate completion of June **, **** we went ahead with your company and their guarantee on installation services. **Robby asked if we had the Lowes credit card, based on the selling point of getting an additional percentage off we applied and was given a temporary slip so that we could apply this purchase using the Lowes card. Robby assured us that we could use this temporary slip he printed at his register, at the front checkout only to find out we could not do this. This was our first warning that maybe we made a mistake purchasing from Lowes. The cashier told us we couldn't do what Robby said we could, she had to enter information and get another receipt that allowed us to charge this purchase. She said that Lowes no longer uses that system that Robby said would work. **We have called numerous times to find out the status of our doors, with many promises of return calls and not receiving answers or explanations on a timely basis. The merchandise we ordered follows: ******* : TBS***-HAM-S*S :SOS RB painted DECO SM FG TC LMS : Painted Single unit w*two sidelights Hampton **% off from ****-****** Lowes TN Millwork *OIL RUB Bronze French Scroll HDW *Pella storm door**I do not understand how a business that guarantees satisfaction but can't deliver the items on time, or request installation services is still in business. I understand that you had two workers Robby-our salesperson and Jeff. I understand that Jeff had personal family issues and we understand how a sick parent in hospice care would not make that employee available. However, our salesperson was available and apparently overworked. He could not handle all of the customers. At this point, your manager should have hired someone new or found help.**Robby did not call us back. I am shocked that Jeff came in after his mother passed, was the only salesperson to return our calls. I called and spoke to both Robby and Jeff multiples times. On June **, after the estimated completion date, I spoke to Joe the store manager who said he would check into the situation, he called back but didn't have any answers. I explained the delays and how dissatisfied we were with Lowe's. He agreed and offered an additional **% discount. Jeff called me back on a Saturday. When Jeff promises to call, he does and at one point called the TN location and their phone lines were down and he couldn't get through. Again another warning. **We were told multiple stories that were not consistent, first the door was ready for shipment on Monday, June, **, the door would be delivered from TN to the Janesville warehouse from there it would be delivered to Franklin warehouse, this takes three days (****). Robby stated we would receive a better door since Lowe's decided it wasn't using that manufacturer however, it seemed to us this was a "bait and switch" tactic. Unless you are giving us a Pella door, there would be no way I could tell this is a better door. I called and either Jeff *Joe stated that the door would arrive on June ** and arrive in Franklin on July *. Again different answers. I told Joe, that frankly **% is not enough for all of the hassles we had, he offered **% discount. **On Tuesday, June ** I received an automated call from Lowe's that says "our special order is ready please come to pick it up" As you can imagine, not the answer we wanted to hear since this order included installation. I called the same day and spoke to a young woman who was able to find Robby. Robby stated the doors just came in and he would check on the door and call us back. Again, no return call from Robby. By Friday, my husband was upset and visited the store, he spoke to both Joe, store manager and Robby. Once again, two different stories on when the doors arrived and the delay now "was do to the manufacturer had to redo the door because it wasn't made to the specifications*measurements supplied by the installer". Why didn't we hear this explanation before this visit? Once again, Tom was told they would check on this and get back to us. Tom asked, "are you really calling back this time". Robby said "yes. **I have waited on visiting my sick mother(who lives out of town) hoping we would get some answers. We hoped to have these doors installed prior to a party. Imagine the embarrassment of having a rotting front door when company comes and people asking, you still haven't gotten the new doors yet! **Now it is July *, with no call from the installers or Robby and poor Jeff gets the call. He doesn't know what is going on, was with a customer told Tom he would call back. By now Tom is frustrated and doesn't believe any answer we get from a Lowe's employee. He asked to speak to a manager and talks to Jason. Jason said he would inquire and we find out that another nine days were wasted because no one contacted the installation department. Either your employees promise things they can't deliver, are too busy handling current customers or don't know what they are doing. **Ruth calls us, from another location to tell us this is the first they heard bout installing the doors and that we need to wait to hear back from the installer. She gives us the name of the installer. Jeff does call back to let me know, that he spoke to Tom, running around to try to help and found out that someone else contacted the installation department before he could. He says this takes ** hours. At this point, my husband and I are both frustrated. We have paid in full for these items without the courtesy of timely return calls. I explained all of this again to Jeff who is beyond covering for his coworker. He basically threw Robby under the bus, since he says he gets these calls, doesn't know the situation and takes the blame for something out of his control. He says he didn't make the promises and he doesn't promise things he knows he can't deliver. I don't blame him for feeling this way but this isn't something you should tell your customers who are tired of waiting for their orders. If Tom waited to call, how many weeks would go by before the installer calls us, they wouldn't know to call us?**Is this how you treat your customers? Would you expect to wait from April to July without having any answers, unless you the customer have to call back? **In addition, your credit card is a joke. I sent the first payment three weeks before the due date, they hold the check and conveniently post the check one day after the due day. I called my bank every day to see if the check cleared. We had more than enough money to cover this check, so you can't say there was insufficient funds. Then have the gall to charge us a late fee. I was very upset and spoke to a customer service rep who told me the number I called was not valid and the rep tells me I should look at the back of the credit card. Why don't you include this number on your statements? After another explanation, I finally find a person who listens and agrees to waive the late fee but tells me it takes two billing cycles to fix. I sure hope you didn't list this as a late fee that would affect my credit rating, since I have excellent credit. If that is the case, we will have another issue! **I hope you as the CEO can gets us answers and finally get us the doors we ordered, installed! I truly believe for all of this stress, we should receive not only an apology but more of a discount than an additional **% or **% discount. We certainly would not recommend Lowe's to anyone.

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Customer service issue
Reported by GetHuman853812
Jul 6th, 2018 - 5 years ago
Seen by 7 customers so far
Similar issue to 108 others
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GetHuman853812 started working on this issue
Jul 6th, 2018 3:23am
GetHuman853812 indicated the issue is not fixed yet.
Jul 7th, 2018 11:56am
GetHuman853812 indicated the issue is not fixed yet.
Jul 9th, 2018 11:38am