To share a letter submitted to Lowe's Mt Olive NJ 7/2/04.
After suffering through yet another failed delivery today I have just about had it with buying from your store. I don't really know what to do to get you to call before delivering, come when you say you will come, and bring me the right stuff as I ordered new condition. Just a recap. I spent the entire week leading up to
4/8/04 in your store every night for many hours choosing just the right items for my project. I placed the order
on 4/8/04 spending nearly $30,000.
The first attempted delivery was 4/28/04. I was not called the night before until I left messages for DDI, they finally called at 10pm with no specifics. I'll spare you the painful
details but activity to date looks like this.
4/28 partial delivery
4/29 two deliveries, missing, damaged, and wrong items (tub, elliptical, screen, grilles)
5/20 tub reordered
5/21 No call/No show
5/25 partial Thermatru doors (Fire Door wrong), would not take wrong tub
5/25 lumber & concrete, damaged lumber, took tub
5/26 No call, Don Grant promised late morning when I called you, never showed until
afternoon after I left. I called at 12, noone knew when.
6/1 No call, No details when I called, I canceled until all items in to deliver at once
6/4 sent Luke fax of outstanding items
6/8 You called me said delivery in 2 weeks
6/20 I went to store, 2nd Elliptical damaged, reordered
6/25 No call/No show
6/30 I called requested 7/2 delivery
7/1 I stopped in store, saw grilles. Tub, Screen, and Grilles to be delivered Bright and
Early tomorrow. Explained to Luke that my original order had no grille pins and the windows are not marked for their locations either. I rechecked at home, they are not.
7/2 No call, I called the store at 6:50,9, 12:30,3:40,7:30, & 10:15. You assured me it was coming today and the columns had arrived and were coming too. The columns did arrive at 8pm and one is damaged, it looks like it was dropped out of the crate, probably a
result of the various transfers today (1 end at a time as you described earlier).in addition,
one of the cap/bases is cracked/filled. Joe said he would try to get the tub, etc delivered
7/3 between 11-1pm.
So what did $32,000 buy me besides a whole lot of headaches, missed days of work, and
multiple trips/calls to your store?
3 months later i have:
A Damaged $3000 Thermatru Front door
A Third order for a Thermatru firedoor, ETA unknown
A Third order for a Pella Elliptical window, ETA unknown
23 Missing Prairie Grilles
24 Unmarked windows and missing grille pins for 23 grilles
A missing 14496 Pella SGD Screen damaged upon delivery 4/28
A missing LH Corner Jacuzzi
Cracked 2x12x12's that had to be sent back and ordered elsewhere
A chipped 18' column that is really 18'5 and only 17 1/2 diam
A cracked cap/base
An outstanding order for a 4171 with tempered glass
11 Scheduled/Unscheduled/Missed Deliveries
The opportunity to experience at least two more of these aggravating deliveries.
I would ask that you extend the 12 months/No interest financing on all of the items not in hand since 3 months has passed without delivery. I need the outstanding items
expedited and delivered as soon as possible. I need the grill pins ordered as well for 23 grilles (the new ones have them). Lastly, I'm requesting a 10% discount on all of these orders to date (not on anything already adjusted). I think it is the least you can do
considering all I've had to endure through this mess. I hope you find this litany of disasters appalling, most people I speak to at your store seem to think, its just another day which I find very sad and very disappointing. I've been a long time customer of Lowes and have never had this kind of trouble before.
Please let me know your thoughts on this and see to it that the remainder is fulfilled ASAP, I think I've waited long enough and wasted enough of my time.
Jim
denville, New Jersey
U.S.A.
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