My neighbor, to whom I gave the card for "$10 off if $25 is spent" (because I don't typically shop at Lowes) that I received in the mail, and I went shopping for some plastic white Adirondack chairs and plants today. I would have gone to Home Depot, where I usually shop, but stopped at Lowes, at her suggestion, because she said she happened to have the coupon with her. We found only tan chairs and bought them (I paid with my credit card), got the $10 off, and took them home. Once home, I realized the color wasn't the best, so I suggested we go to Home Depot to see if maybe they had different colored chairs. We went Home Depot and that store did have same style chairs but more of a selection of colors, white, green and tan, for the same price. While at Home Depot, we bought $70 worth of pretty plants and two white chairs. I took the plants home, then loaded up the tan chairs from Lowes and returned them to the store. I got my money back from a polite young lady at the return counter. When I asked if I could have the $10 off discount back to use another time (the original mailed card was good until 2-7-08), she said she didn't know if she could do that. I asked for the manager. She called someone who said I could have the $10 back if I bought something that day to use it on. I said I didn't want to be forced to buy something that day and the person on the phone allegedly said he/she didn't have any discount cards available and that was the best he/she could do. Trying to compromise, although it was me being inconvenienced, I said I would go to the garden dept. Outside and see if there were any more plants I could use the discount on today and would the person in charge on the phone come out there and talk to me about this issue. I gave the young lady my name and went to the garden dept. To look for plants. I did not find a comparable plant, at this Lowes store, to the one I had already purchased from Home Depot, walked around browsing while waiting for the person in charge to come out to talk and then got tired of waiting. After about 10 minutes, I went back to the return counter, told the young lady that the person never came out looking for me to address my concerns and she offered to call that person again. I declined and asked her to tell that person that this is why I will not regularly, if ever again, shop at Lowes (not to mention that there was only one color choice for the chairs in question) and that I will be contacting the corporate office about the poor customer service I feel I received today. As I was leaving, I asked a staff member wearing a Lowes shirt the name of the person in charge of the store today and he said "I think it's Doug Edwards." So please let your CEO know that Doug Edwards (if that's the person who was on the other end of the phone that day) is not dealing with customer concerns in an appropriate manner and his store just lost a potentially good customer (me), and possibly some of the people I will tell this story to, over $10.00. (When I returned home yesterday, I did email this concern to the Lowes feedback site online. I promptly received a notice in return that the feedback had been received and would be brought to the attention of the management of that store and that I would receive an email from the management within 24 hours).
0 comments