This has been the absolute worst customer service experience for me. I ordered a washer...

GetHuman2991869's customer service issue with Lowe's from May 2019

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The issue in GetHuman2991869's own words
This has been the absolute worst customer service experience for me. I ordered a washer and dryer on ****, the guy who sold it to me from the appliances department was nowhere to be found for about ** minutes. Another customer found him to get help. We ordered the washer*dryer and scheduled the delivery for Saturday ****. We got a call the night before saying our delivery is scheduled for *:**pm to *:**pm the next day. I got a call on Saturday morning before *am from the delivery manager at the local lowes store (N. Wilmington, DE) saying that the person who sold the set to me originally should have gone in the back of the store (he didn't) because they didn't have the washer in stock. He said it should be on the Tuesday truck and delivered on Tues (****). I am living in a new house and don't have access to laundry (no old appliances to use) and I have had to rely on a laundromat for my clothing. I would have made other arrangements if I had known about the washer not being in stock. The delivery manager did offer to put in a free dryer vent for the trouble, which I accepted but was still unhappy. The delivery window comes on Saturday night, and by *:**pm, the end of the window, I had not had any contact from the company and there was no dryer. I called the local store line and they said it’s still on the truck out for delivery and then they gave me the number for the delivery company, XPO. I called them at *:**pm and they had me on hold for at least * mins trying to contact the dispatcher. They finally came back and said “he is still at the last stop which is pretty far away, so he should be there in **-** min”. I was extremely annoyed by this point because, as I mentioned this is a new house, we had no food yet and were just waiting there for the delivery. I had my three dogs being watched for four hours and had to pay for extra care and medicine administration because of this late delivery. *:**pm comes and still no word on the driver. I called XPO again and they again contacted dispatch. They said “he is at the last stop, but he’s really close, like * miles away” I told them that the last call told me that he was at the last stop but it was far away, and I was getting conflicting information. She asked if the manager could call me back, I said yes, but my phone was going to die, so I gave them my husband’s number to call. She called me back on my phone anyway, with *% battery left thankfully. She explained that the driver’s phone died and she had to call the number of the last stop to talk to him to see where he was. He ended up not showing up to my house until **pm. There were two men in the truck and the driver had a wireless headphone in with a light on, so I know his phone was not dead. And there were two men on the truck, both of their phones died? I don’t think so. They pulled up, don’t say a word to use for at least *-** mins as they go into the truck. The driver walked over to us, said, “front, side, back, where?” A very rude introduction and no apology at all for being late. We said the back, I went inside to open the doors for him, and meanwhile he said to my husband, you need a dryer vent. My husband explains to him they should have included a free one because of the washer. Driver said he didn’t have that written down and gave us one of the ones he had on the truck which was some old one that was one of a pack of them. He brought the dryer down and placed it but couldn’t install the vent because it needs clamps. He said he would include clamps on the delivery with the washer. So I can't even hand wash clothes to then dry in the dryer, because that isn't set up either. *I have not received a call from Lowes telling me when my washer will be delivered and I called the store three times this morning and there was no answer at all. This is the worst customer service experience I have ever had, and I am ready to tell everyone I know not to get appliances from Lowes, especially if they are going to be delivered. It has been awful and it’s still not over. I would like to resolve this issue by getting a refund for these items because of the extreme trouble the order and delivery have been. I am extremely unsatisfied with Lowes and the delivery company.
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Customer service issue
Reported by GetHuman2991869
May 28th, 2019 - 2 mons ago
I have an issue with Lowe's too
Not resolved
Seen by 10 customers so far
Similar issue to 747 others
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GetHuman2991869 started working on this issue
May 28th 2:41pm
GetHuman2991869 indicated the issue is not fixed yet.
May 28th 6:57pm