Lowe's

Hello,

I'm reaching out about an ongoing issue involving the replacement of a defective blind in our condo.
I reached out to Lowes in Gainesville, Virginia about the defective blind in April of this year. I was referred to the central Production Office whom I made contact with at that time. I was assured the blind was ordered but when there was no communication, I reached out again in early May and learrned that no action had been taken to order the replacement. I spoke with a representative named Tierra who told me that she was sending an email to Christina (at the store) to reorder the blind and that follow-up with me would take place within hours. I never heard from anyone. I reached out to the Production Department again on 5/26/21 and spoke with Ashley who assured me that the blind had been ordered.
We finally received the blind about 3 weeks ago ad since this have been going back and forth trying to get it installed.
I called the Production Department again, who gave me the number of the installer who they said I should reach out to so I reached out to the installer on June 7 who told me that Lowes would need to connect with him to place a work order for the installation. I contacted Lowes to inform them of this and they assured me it would be taken care of. I heard nothing and have contacted the store on numerous occasions requesting assistance. Last week I spoke with a manager who told me it would be taken care of and that I should be getting a call from the installer. I have not received any communication from the installer.
As you can imagine, the fact that this has been going on for at least four months is very frustrating.
I also wanted to make you aware that each time I contacted the store in Gainesville there were issues. Several times I was put on hold indefinitely and had to call back to talk to someone. Other times I was transferred to the department where the phone rang continuously and was never retrieved. I was also asked to leave a message for the department (saying that I would be contacted), and I never heard from anyone.
It seems like there are significant ongoing customer issues with the store and the customer service department that need to be addressed.

Thank you,

Mary Locklin
[protected]@gmail.com
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