Four days ago I was in the Middletown, Oh location looking at refrigerators. There was...

GetHuman-kreffit's customer service issue with Lowes.com from November 2018

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The issue in GetHuman-kreffit's own words
Four days ago I was in the Middletown, Oh location looking at refrigerators. There was a particular open-box unit I expressed interest in. I explained that being a single mother to a toddler it’s important to me to have a great freezer. We waste so much food that goes bad before we can eat it and that’s just money going down the drain. He was so excited and willing to “make me a great deal” if I could have someone pick it up that day. Unfortunately my friend wasn’t available. I came back today and he says he’s “not allowed to hold a purchased appliance unless it leaves with me right this second.” Interesting, as there was another open-box refrigerator with a handwritten sign on it saying “Sold. Will pick up.” I mentioned to him that I was in there just a few days ago talking to him and that wasn’t the situation. I asked if that has always been the policy, or if it is related to the holidays and needing space for more inventory. He looked me right in the eye and lied saying, that has always been our policy. You must have been at a different store. “ Absolutely unacceptable. When I went to the services desk asking for a manager to clarify, a lady named Courtney stated, “Technically we aren’t suppose to hold an item for someone to pick up later, but we do from time to time. And if there’s one already back there clearly in that situation we can do it for you.” I was in tears with her and explained it was completely unfair. If it’s a company policy that it should never have an exception made. I left, embarrassed, with my two year old apologizing to me me, as if it was his fault I was upset.

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Lowes.com

Customer service issue
Reported by GetHuman-kreffit
Nov 14th, 2018 - 2 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 375 others
0 customers following this

Timeline

GetHuman-kreffit started working on this issue
Nov 14th, 2018 6:31pm