Do you ever wonder why you keep buying from a store that causes you so much grief?
I have used the Lowe's pickup in store option 3 times now.
The first time I bought a plastic storage shed/box on a Black Friday sale. It was sold out locally. We were having Thanksgiving (we do our big family one on Fridays) in Philly that year so I arranged for pickup there. Got to the store and 1) they tried to sell my shed to a walkin customer and 2) the one I got had a dented lid--the box was visibly damaged. I'm not one to complain but I did this time, and got the $200 shed which was marked down to $100 for $75.
The second time I bought about 10 bags of playsand around lunchtime. Around 2pm I got an e-mail saying the order was ready to pickup. I showed up at 5pm to pick it up. After some head scratching they determined that someone moved the cart somewhere because I hadn't come to pick it up yet. So they send someone to go find it. He can't find my order so grabs a new cart to go load some more. 10 minutes had passed by now. 20 minutes later the guy shows up and says, "Oh, it was already on a cart back there." SO WHY DID IT TAKE THEM 30 MINUTES TO FIGURE THAT OUT???
I was hoping they'd send me an online survey to ask about my shopping experience. A week later, they did. I let them have it but I never got a response.
So last week I had to order Hardi siding along with all the other stuff that goes with it. I was having the siding delivered to my house--their website said it would be about 2 weeks so end of April--no prob, all the other stores told me the same thing. There was some other stuff available in the store that I would pickup at my convenience and a sheet of laminate countertop that would take a week to come in which I would also pickup.
I placed the order and the next day I get a phone call to schedule the siding delivery. April 29. Done. That afternoon I get an email that everything (except the laminate and siding) is ready for pickup. I was bracing for the worst. So Lowe's smartly separated the Internet pickup desk from the customer service desk. Internet pickups are by the pro desk now on the other end of the store. I go there and all my stuff is waiting for me and I'm out of there in less than 5 minutes. OK, this is good. I was ready to load on the praise if I got a survey e-mail. No e-mail.
A few days pass and I get a voice mail (no e-mail) that my laminate is in and I should go to the "Customer Service" desk. When I arrive, I actually scan the Internet pickup desk first just in case, but the box isn't there. I go to CS and after some more head scratching, they go to the back and bring out my box. A little annoying but took 10 minutes so I'll live.
That night (I think April 17) I get a call from Lowe's and the guy apologizes that the the siding won't be ready for delivery tomorrow as I was previously told. Tomorrow? It's supposed to be April 29. He makes the change.
Yesterday I get the survey e-mail from Lowe's. Oh, I'm ready. I click the link and the webpage reports "Invalid survey link". Is there a camera watching me???? I actually e-mail the Lowe's CS on the survey e-mail and let them know what's up and, "This doesn't bode well. Please send me a working survey link. I actually want to take the survey." I haven't received a reply yet.
Last night I got a voice mail from a company doing the delivery scheduling for Lowe's. They tell me they'll be at my house between 9am and 11am on April 22 (today) with my siding. I call them and they said I had called to reschedule for April 22. Um, no. Anyway, since the siding got in early, I'm actually having it dropped off this Saturday.
Crossing my fingers.
Now where's that survey?
I called around to local lumberyards, too. Their delivery fees were comparable (one was $10 less) but the same siding for residential customers was 50% more than Lowe's. I just couldn't do that.
Paul
I have used the Lowe's pickup in store option 3 times now.
The first time I bought a plastic storage shed/box on a Black Friday sale. It was sold out locally. We were having Thanksgiving (we do our big family one on Fridays) in Philly that year so I arranged for pickup there. Got to the store and 1) they tried to sell my shed to a walkin customer and 2) the one I got had a dented lid--the box was visibly damaged. I'm not one to complain but I did this time, and got the $200 shed which was marked down to $100 for $75.
The second time I bought about 10 bags of playsand around lunchtime. Around 2pm I got an e-mail saying the order was ready to pickup. I showed up at 5pm to pick it up. After some head scratching they determined that someone moved the cart somewhere because I hadn't come to pick it up yet. So they send someone to go find it. He can't find my order so grabs a new cart to go load some more. 10 minutes had passed by now. 20 minutes later the guy shows up and says, "Oh, it was already on a cart back there." SO WHY DID IT TAKE THEM 30 MINUTES TO FIGURE THAT OUT???
I was hoping they'd send me an online survey to ask about my shopping experience. A week later, they did. I let them have it but I never got a response.
So last week I had to order Hardi siding along with all the other stuff that goes with it. I was having the siding delivered to my house--their website said it would be about 2 weeks so end of April--no prob, all the other stores told me the same thing. There was some other stuff available in the store that I would pickup at my convenience and a sheet of laminate countertop that would take a week to come in which I would also pickup.
I placed the order and the next day I get a phone call to schedule the siding delivery. April 29. Done. That afternoon I get an email that everything (except the laminate and siding) is ready for pickup. I was bracing for the worst. So Lowe's smartly separated the Internet pickup desk from the customer service desk. Internet pickups are by the pro desk now on the other end of the store. I go there and all my stuff is waiting for me and I'm out of there in less than 5 minutes. OK, this is good. I was ready to load on the praise if I got a survey e-mail. No e-mail.
A few days pass and I get a voice mail (no e-mail) that my laminate is in and I should go to the "Customer Service" desk. When I arrive, I actually scan the Internet pickup desk first just in case, but the box isn't there. I go to CS and after some more head scratching, they go to the back and bring out my box. A little annoying but took 10 minutes so I'll live.
That night (I think April 17) I get a call from Lowe's and the guy apologizes that the the siding won't be ready for delivery tomorrow as I was previously told. Tomorrow? It's supposed to be April 29. He makes the change.
Yesterday I get the survey e-mail from Lowe's. Oh, I'm ready. I click the link and the webpage reports "Invalid survey link". Is there a camera watching me???? I actually e-mail the Lowe's CS on the survey e-mail and let them know what's up and, "This doesn't bode well. Please send me a working survey link. I actually want to take the survey." I haven't received a reply yet.
Last night I got a voice mail from a company doing the delivery scheduling for Lowe's. They tell me they'll be at my house between 9am and 11am on April 22 (today) with my siding. I call them and they said I had called to reschedule for April 22. Um, no. Anyway, since the siding got in early, I'm actually having it dropped off this Saturday.
Crossing my fingers.
Now where's that survey?
I called around to local lumberyards, too. Their delivery fees were comparable (one was $10 less) but the same siding for residential customers was 50% more than Lowe's. I just couldn't do that.
Paul
Comment