Lowes
Lost client over $7 Part - common lawn-mower replacement item

There is an art to customer service and the "manager" I spoke to at Lowes did not practice it. I purchased a Troy-Bilt mower last year. I had first expressed my concern about buying a mower from a board and paint store. My concerns were directly addressed by the sales person who adamantly told me they supported what they sold with all common consumable items. I was specifically show spark plugs, blades, and the little t-shaped blade adapters that contain the sheer-pin function. I hit a stump last year and went in for a blade and a T-Blade adapter assembly. I was sold the wrong one and then after going back was told that the mower was too new (2 months after I purchased it) for those parts to be in yet. I modified the old and limped through the year with it. I hit the same stump last week (I do plan to remove it) and went in. I spoke of needing a specific one that matched my shaft and was again sold the wrong one. Going back I took a ruler and showed the over 1/8 inch diameter difference and was told it was a special order and would be $21 instead of the normal $7 for the part. After thanking the very helpful (for real) floor employee who helped me last I asked to talk to the manager about the bigger issue of year old promise for off the shelf support just to get charged $21 for a $7 part. He told me he could do nothing. I told him that was unacceptable. He told me he could pass the information on to the buyer but the $7 part would be $21 as a special order. I told him that was unacceptable and that I would no longer purchase anything from Lowes. I went to a local professional lawn mower place and special ordered the part for $19. Over the past years I have spent over $15,000 after fixing up my 1950 home and half fixing two rentals. Lowes is only slightly more convenient in location than Home Depot who I dealt with before. I have at least another $10,000 to go on a rental and then the rest of what I want to do on my home. LOWES CAN KISS THE MARGIN ON THAT GOODBYE BECAUSE I'M NEVER GOING BACK! Note: this was at the Keizer, Oregon Lowe's but I'm never stepping into another.

Company: Lowes
Country: USA

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