Lowe's review: Online orders

July 26, 2020 at the Roseville CA Lowes. My husband and I waited for hours to return the on line purchase because when I arrived I was told that they could NOT key the five lock sets because of different mfgs. Maybe on line should notify you of this. Maybe the three people I spoke to about your re keying policy prior to buying the locks maybe could have mentioned I needed to purchase all locks from the same manufacturer.

Over the years Lowe's is rapidly declining in customer service, standing behind product defects. Your overall customer service is about nil.

And your online system doesn't talk to the instore system, so the customer has to return the next day, after spending hours there in the first place.

The positive note is I was finally helped by Susie Jordan. She tried various options to assist me with the return and the new instore purchase. She was kind and helpful. She should be your staff training person. Kudos to Susie Jordan maybe Corporate needs people in the trenches to share to the execs what changes need to be made.

I have been an avid Home Depot shopper for over 30 yrs. In the last four years of coming to Lowe's, I have had one pleasant experience with Susie.

Seriously you folks need to evaluate your customer service policies all around.