Lowe's review: customer service complaint ( 1 comment)

I debated whether I should call about an incident that happened on January 23rd at the Lowe’s store in Gautier, MS. I came to pick up some “pick-up-later” items. The customer service cashier, Erica, said it would be a moment for them to get my items. I actually stood waiting for my pickup for over 20 minutes. Within that time, no one acknowledged the fact that I was standing there for that length of time. I felt the cashier or the other head cashier could have said, “I’m sorry, your pickup will be here shortly” or “I’m sorry for your wait, let me check on your items” something. I was really getting upset at the level of unexpected lack of customer service. One of my relatives works for the company, so I called them to ask if they could call the store to check on my pickup for me. While my relative was on the phone with someone at the front desk, another employee noticed the length of time that I had been standing at the front. He came over and asked me “if I was being waited on?” All I could say was “Thank you.” I later found out the employee’s name was Paul, from the cabinets department. I explained to Paul that I was very upset with the customer service I was receiving. He quickly apologized and asked was there anything he could do? Paul defused my anger with the level of customer service I had expected from this establishment. The cashier, Erica, who initially greeted me, then had to leave the front to go find my pickup. It was not the length of time I waited that angered me. It was the fact that after I initially spoke to someone, it took Paul to acknowledge me over 20 minutes later; and he was not present when I arrived. But, noticed that I was standing for an abnormal length of time, without being waited on. If not for Paul, I would have begun taking my business to another store. Thank you Paul for your excellent customer service.