Complaint Review: Lowe's

This is the story of a special order of doors for kitchen cabinets placed in March and as today's date it hasn't been filled to satisfaction (i.e. what was ordered, delivered when it was due). The store is Lowes in Gurnee, Illinois and their vendor (who so far they are blaming) is Quality Doors. Ironic, isn't it?

Before I get into my story let me advise that it is a policy (according to Gurnee, IL store) to not provide any contact information for a district manager to a customer. They will relay the message instead and the customer should expect a call. Well, I've been waiting since Friday, July 19.

The timeline below represents this organizations lack of human performance, complete disregard for customer's needs and a total neglect or refusal to work with quality in all its dimensions.

-March 1, 2008, an order was placed for kitchen cabinets doors and hardware. This order included direct delivery to my address. Since it is a special order, it would take 6-8 weeks for delivery to my place. Understandable; I was fine with that. Here is what happened:

-I had to pick up the doors because the vendor delivered to the store. I found out this because I called. When I took them home, not only part of the order didn't match the cabinets size (which I purchase off the shelve in the store), the rest had such an overlap they would fall on top of each other if installed. These defects resulted in two returns on April 9th and April 27th. I put everything in my car and drove to the store

--They sent me back to the same salesperson who prepared the first order. He made me wait the whole afternoon and then told me he forgot I was waiting. I made him put back together the order and stay past his quitting time. Needless to say I had to put up with his attitude and complaining. Who should be complaining here?

-For the second delivery resulting from the reworking of the order I received two styles of doors, no hinges, and the wrong drilling. This time they say they it was the vendor. I told the manager I don't care since I don't deal with the vendor. It is Lowe's problem to manage their vendors.

-Again, I returned the doors myself on June 16. I talked to the manager and he told me that since they were already past close of business he had to contact the vendor next morning and find out what happened.
He called me the next day to confirm he did contact the vendor and they were working on how to expedite this portion of the order. He never called again.

--I called the same salesperson (they keep forcing it) last Monday, July 14; he said manager was on his honeymoon but he would find out about the status of the order and call me back.

--The salesperson didn't call so I called on Friday requesting the district manager contact info.
--This charge is still on my card.

--What an outrage when I found out by last Friday (July18) that the order was placed on July 1 (as opposed to when the manager told me they were talking to the vendor). From this you can conclude that when the manager called me he was lying and doing whatever necessary to get me off his back.

IST
Lake Bluff, Illinois
U.S.A.