Lowe's review: Lack of tabletop carts in Decatur, Texas for customers

On 5/20/23 at approximately 4PM CST my husband and I went to the Decatur, Texas location.

I was surprised at the lack of attention my request was made to fine a table cart. After walking the entire interior and exterior of the store, I approached a customer service clerk. I requested assistance in finding a cart. Since I did not know your technical name for type, I pointed to two different styles other customers were pushing and said it is not either one of those. It is your third kind.

She proceeded to state "Oh you must mean tabletops. We only have a few of those. Boards are usually placed in the ones with two handles." This comment was made as we were walking the store toward the cashiers. She went out the doors to the outside. I stood there for over 5 minutes waiting for her to return. Nothing "no I am sorry I could not find an empty one"... just me standing there.

I returned to the wood section to find a minimum of seven tabletop carts with stock sitting on them with no staff working the inventory. Many staff members were standing around talking to each other.

I took two of her "suggested carts" to the 4X6 precut stud section. It is here that my husband and I had to do the following since the tabletop carts were not available to customers:

Load 30 of the studs on the handrails making them difficult to push, wobblily, and unsafe to maneuver. This also required him/us to double handle the boards since it took so long for me to bring a cart to him to load the boards onto.

He had already sorted through the inventory stack and was basically waiting for me in order to load them. (Instead of being able to sort the boards and place them directly to a cart)

Fortunately, the cash register was not far from this bend area, but still the weight on these carts were risky for us, other customers, and staff that we came in contact with.

Finally at the loading area in front of the store, the carts were not convenient or safe to handle this many boards. The carts tilted as we removed the boards, they would move as the weight shifted, and at one point a board was lodged between the rails.

During the month of May, 2023, we purchased two previous loads of 30 and 40 4X6 precut studs. Both times using your tabletop carts. These carts provided an easy way for us to handle, push and provide a safe way to transport them to the cashier and load them onto our truck.

The suggestion of the customer service staff to use hand push carts instead of tabletop (which were only being used as storage for non working staff,) her lack of returning to a customer standing and waiting, and the unsafe use of the only carts available resulting in an unsafe environment for everyone in the building is unsatisfactory to me.

If all you need to do is provide this store with more tabletop carts... then that would seem to be an easy solution. However, I would also make a standing rule to allow customers to have some available to them too. And ask your staff to follow through with customer requests.

If your store is a "Pro Store" then please supply the equipment. Also train your staff to not "assume" tabletops for not what a customer needs or leave them waiting on you return with some sort of answer.

Currently, we are building an extension to our home. In the past nine years, this store has been capable of handling all of my husband and my DIY needs. Most have also been curious and willing to assist any of our requests.

And it is for this reason my husband and I have spent over $5,000 in the last two months at your Decatur and Denton Lowe's. Before we are finished an additional $5,000 is expected in the next six months. Of which several more trips will require the available use of "tabletop carts".

There was one positive event from this trip yesterday. One of your loading dock staff made several attempts to "smooth my attitude" I had from this experience. Unfortunately, I was too "angry" at that time to be receptive to his comments..