Bad customer service
I was looking to purchase a lawn tractor, the saleman at Lowe's told me that if I opened an account I could get 10% of and no payments for 12 months. Because of this, I purchased a higher end tractor and a few hundred dollars extra in accesories for it. I was told they would have it assembled by Tuesday (I ordered it Sunday) and they would call me to let me know it's ready.
I never received a call, and when I went to the store on Friday to see if it was ready, they could not find the tractor. Eventually they did, but the rear bagger had not been installed, I agreed to do it myself.
Mistakes happen, so I was not upset. That quickly changed when I received my second credit card bill, I had an interest charge of $36.00, when I called the credit center I was told that I had to visit the store and speak with a manager. When I explained that Lowe's is a one hour trip and I would prefer to solve this on the phone, I was told there was nothing they could do. I asked that my credit card be cancelled, and instead of any effort to work with me, I was simply told "I can do that for you, sir"
When I wrote to them at WeCare@Lowes.com, things only got worse:
From: WeCare@Lowes.com [mailto:WeCare@Lowes.com]
Sent: Thursday, July 24, 2008 12:15 PM
To: xxx Pablo xxxxxx
Subject: EIT000001976670Lowes: (Lowes.com Feedback)
Replied On 7/24/2008 12:13:28 PM----------------------------------------
Dear Pablo Fernandez:
Thank you for contacting Lowe's. We apologize for your experience and would like to address your concerns.
In order to do this, we need more information. Please reply to this e-mail with your mailing address, phone number, and the store location.
Lowe's Customer Care
Received On 07/22/08 09:12:55----------------------------------------
I welcomed the arrival of Lowes in Abingdon MD, and driving the extra distance from where your competitor is located was worth it.
I was looking for a new tractor, and received excellent recommendations from your representative at the store.
I was told that if I opened an account, I would receive a 10% discount and no interest on my purchase. In lieu of that, I bought a higher end tractor, and $400.00 in accesories.
I looked at my statement and saw that there was a finance charge of 36.78. I called the credit card number, only to be told that I would have to go to the store and speak with a manager (?) I told the rep that it is a long trip to the store and I did not want to do that. She stated that there was nothing she could do.
I told her that if I am going to pay 22% interest, I would not be willing to use the card anymore. I asked that the card be cancelled, and the only response was "I can do that for you sir"
I felt that there was abs
olutely no concern for my frustration, no willingness to resolve the issue. I certainly thought I would be valued as a customer, and that an effort could be made, but I guess I was wrong.
I am going to transfer the unpaid balance to another credit card, and I will have to consider if I am going to patronize your establishment in the future.
Thank you for your attention.
Phone XXX XXX XXXX
My e-mail stated my phone number as well as the location, apparently they rushed trough my letter and did not really read it.
I answered them with the information I asked, but did not hear anything for 3 weeks. I wrote to them again, they answered that I had not given them the information (??????????)
I just wrote again, let's see what they do with it...
Boy, this just gets better and better...
I DID reply with the information requested; see the e-mail below, dated July 25th. Not to mention the fact that you asked for the location of the store even though you already had the information (my first e-mail stated "I welcomed the arrival of Lowes in Abingdon MD") and it also contained a phone number. Did you read my e-mail or just rushed to get to the next complain?
So here we are, what now? I certainly would like to be refunded all the interest you charged me, after I was offered a "no interest" period.
You have all the information you asked for, let's see if WeCare@Lowes.com can live up to the name.
From: xxxxx Pablo xxxxxxx
Sent: Friday, July 25, 2008 10:15 AM
Subject: RE: EIT000001976670Lowes: (Lowes.com Feedback) (UNCLASSIFIED)
Sure thing, thank you for getting back to me.
xxxxxxxx rd, xxxxxx, MD xxxxx
Home phone: xxx-xxx-xxxx
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