Lowe's Home Improvement — lowe's store #2604, concord, ca 94521
We have been lowe's customers since 1993 and this letter is to inform you that once our final project, scheduled (and re-scheduled multiple times) for next week is completed, you can remove the welcome mat from outside your concord, california location for my wife and I as we will be taking our home goods, landscaping, tools, etc., business elsewhere. We moved to concord on memorial day weekend, this was our first physical visit to your concord location. This is when we met craig in the gas grill/barbecue section. As a retired and disabled member of the u.S. Military, we opted to have lowe's install & deliver this gas grill which involved an $80.00 upcharge. When the grill arrived it was in a box and not built or installed as confirmed by craig. Repeated phone calls to management were finally returned by "mike", only to learn, from the in-store assistant manager himself, who when returned our call stated the information we received from "craig" was incorrect and that "craig" had been providing this misinformation to other customers as well, as we learned from the first call to the assistant in-store manager; "mike". "mike" then informed us that he would refund our $80.00 and instructed us to install the grill ourselves which we accomplished. The refund from "mike" was very generous to which we both appreciated and we then tackled the assembly of the grill itself without issue. However, ten days go by and still no refund our lowe's account, causing us to make additional calls to "mike" the in-store assistant manager. These return calls to "mike" were not returned in a timely manner, and when "mike" finally did contact us he stated he would have called us earlier but he was "hiding in the back room". These are his words and not a fabrication. As I stated earlier, this was our first time in the concord location physically, however, we had been on the phone with your carpet department multiple times prior to our move to concord to ensure we would have the correct carpet selected, purchased and installed prior to our arrival. Of these three options - the only one which was completed as of the date of this letter is "purchased". Your staff is well versed on this part of the transaction, however, returning phone calls, scheduling, and honesty does not appear to be qualifying factors for lowe's employees as we continue to wait on the installation of our carpet in our new home. On june 20th, my wife bonnie received a call from "ben" who is a contracted lowe's carpet installer, stating a member of the installer's family had passed away and the installation of the carpet would have to be further delayed until the week of july 2nd. This phone call, of course, was made the day before the carpet was actually supposed to be installed. Does this complaint letter yet have your attention? No? Well, on that very afternoon of june 20th, my wife purchased two lamps for our bedside tables. One lamp did not include the finial to hold the shade in place. Is this a quality control problem with lowe's? No. However, you might imagine the language the two of used regarding the lowe's location in concord when we prepared to outfit our new bedroom with these two lamps. Now my wife needs to make yet another run back to this location; speak with another employee whose competence remains suspect to resolve yet one more matter. We've been in concord for only four short weeks and have already taken pen to paper to provide you with our concerns as they have been addressed herein. I've addressed the fact that I am a retired and disabled u.S. Military veteran - I have provided this information for two reasons; (a) your 10% discount to all u.S. Military members and (b) the simple fact it's just not worth it. The ten percent savings we receive on our purchases is lost on the price of gasoline to run back and forth to this location for resolution, not to mention the anguish in attempting to contact the in-store manager while he admittedly hides in the break-room. The failure in leadership displayed by your concord in-store assistant manager "mike" is actively mirrored by those in the lower-echelon positions, i.e., craig in gas grills; "matt devore" in carpeting.
As stated previously, we have been faithful customers of lowe's since 1993. The only reason for this letter of complaint is to address the matters we have experienced to ensure you are made aware.
If our carpet is not properly installed on june 29, 2018, the total cost of the carpet and installation will be credited back to our lowe's card forcing us to take our business to another retailer.
Paul e. Cheney