Lowe's review: Product order communications problem

On May 27, 2023, we placed order # [protected]. At around 3:22 PM I received a telephone call from someone saying they were from Lowe's. The connection was absolutely terrible as they kept breaking up. I could barely understand them. After walking through it one sentence at a time, he told me that they were sold out of the item we had ordered, and that he was going to have to cancel the order. I said 'OK'. Around 9 PM we found a different item number on the Lowe's web site and ordered it. (ORDER # [protected]) Since we went through PayPal, we received and email from them acknowledging that we had authorized the payment of that order. It is scheduled for delivery on Monday, June 5, 2023. We did not receive an email from PayPal regarding the first (cancelled) order. In logging on to my Lowe's account online, I noticed that both orders were displayed, that that the first order (#[protected]) was scheduled for delivery on May 28, 2023. This was confusing and frustrating, as we were told that Lowe's was cancelling that order. I checked on my account today, May 28, 2023, and it still showed up as being out for delivery. Opened up a chat, and they referred me to Customer Care. I called and was put on hold for over 30 minutes. While I was waiting, a delivery truck come to our house saying they had a delivery for me. I told them that we had not paid for that one because Lowe's had cancelled the order. I asked them to take it back since that was the right thing to do. When I was finally connected wiht Customer Care, and nice person named Mary answered. She explained to me that both amounts for both orders had been charged to PayPal. Again, I had received no notification for PayPal regarding the first order. May told me that when the returned item arrived back at the Elk Grove Lowe's, a refund procedure would take place. I was then cut off, but not by Mary. When I tried calling again, I was told that my wait time would be over an hour. Not worth it. Lowe's this has been a royal pain. The man who called me and told me he had to cancel my order should at least have put things in motion to complete the order cancellation procedure. I have spent the last two plus hours trying to get this straightened out without being able to have a sustained conversation with a live person who could have helped me. Not customer-friendly!

I will wait and see what happens with PayPal regarding the refund process for the cancelled order. If I don't get results in 5-7 days, you will be hearing from me again.