Complaint Rating:

Company information:
Lowe's
1300 Castlefield Ave
Toronto, Ontario
Canada

We purchased a washing machine including delivery. Before agreeing to paying the delivery charge I voiced a concern to the sales representative that getting the machine into the basement would be challenging. He asked if we had a washing machine in the basement already and said if we did that the delivery guys would figure out a way of doing it. Delivery day arrives and the delivery men decide that it is too difficult a spot and that they might damage the machine and were not prepared to take on the liability. We sent the machine back to the store as we were not going to pay for delivery which was to include installation and removal of the old washer. Upon returning to the store to settle matters, I discover that they automatically had credited my account for the price of the machine but did not reimburse the delivery charge. I was told that they had to pay the delivery company and therefore they needed to charge me. I asked to speak to a manager and was told they were not there and that I'd have to return the next day. I returned the next day and once again was told that the manager was not present. I explained that I was told to come back and finally they found another manager to deal with my situation. After waiting for more than half an hour they return telling me that the delivery charge had been credited to my account. Surprisingly when my Visa bill arrives I see the credit for the price of the machine but no credit for the delivery charge. Again I had to return to the store, explain the situation and finally was able to get someone to credit my account and provide me with a receipt for the credit. What should have been a simple transaction turned into a time consuming waste of time and frustrating experience for me. Initially I was prepared to pick up the machine at the store and deliver it myself, however after the headaches of dealing with the attempt by Lowe's to charge delivery for a service that wasn't completed, I decided to shop elsewhere. This was a surprising experience for me as they lead one to believe in their ads that customer service is their strength. In my case it was a muscle that needed more exercise.