Lowe's — horrible customer service & management!
My husband and I visited the Lowe's in Rancho Santa Marquerita, CA to purchase a gas grill. When we arrived we looked at the grills outside the store and then went inside and looked. We were ready to make a purchase and waited and waited and waited some more while there was a group of 4 - 5 employees near the door having a great time talking between each other. I finally went up to get one and he came reluctantly. We showed him the grill we wanted and he proceeded to enter the sale and we chose the following Friday as our delivery date. We paid at the cash register and went home.
The following Thursday I found out I could not take Friday off so I called the store to reschedule the delivery date. The young man on the phone said he would cancel it and put us in the only opening left for Saturday afternoon. A little while later we received a call from the delivery service saying they were delivering the next day. I told the caller that we had rescheduled for the Saturday. The caller said okay and hung up. On Friday evening we had not received a call about when they would deliver the next day so I called again. I was told (by the same person who I called the prior night) that we weren't on the list for Saturday deliveries. I then asked for a store manager. Another young man claiming to be an assistant manager came to the phone and said he would add us to the list the following morning before the deliveries started. I decided to call the store again a few minutes later to double check and found out we were on the list. My husband got upset that one of the two of them were lying to me so he got on the phone to ask the truth as we weren't going to stay home all day Saturday waiting on delivery. My husband did not like the attitude of the person on the phone and asked to have the sale canceled as he was going to Home Depot to buy a grill. The ###'t store manager said fine, good, go to Home Depot, etc. and hung up. The next day my husband called to talk with the store manager to tell him what took place. The store manager said that the ###'t store manager had never talked like that so in reality he was believing his employee over my husband, a customer. My husband told the store manager that perhaps he was learning from him as he didn't care or ask what he could do to save the sale and get the grill delivered. His attitude was give a &(*)& and that is what his assistant manager did the night before. Not once did he sincerely apologize to my husband. We are now going to take this matter up the food chain as the store manager does not know how to manage his people or to save a sale that could have been saved if he had asked what he could do and sincerely apologized.
Stay tuned as I will keep going up the chain to ensure that the honchos in the executive offices know what is going on below them.
New owner of a grill purchased at HD yesterday.