Lowes Lowes Home Improvement they should have given me an hourly wage. Enid Oklahoma
On March 21, 2015 we went to into Lowe’s 0205 to look at carpet for our new home. Travis the asst mgt was helping us through the process of getting set up for having our home measured. We were very satisfied with his knowledge and professionalism of this process. We stressed that we would be closing on our home on April 8th and asked if that would be a problem to have it put in right afterwards before the furniture was moved in the home. We were assured that wouldn’t be a problem. We then paid for the measuring (mileage) and put deposits down on the carpet samples we took home which was $209.18.
On March 23rda representative called to set appointment to measure the home on March 28that 2:30pm. We also showed up at the same time with our interior designer when Chris was there on the 28th to ask any questions which we might have for him to answer. At that time he stated he was not only measuring the bedrooms that we wanted to replace the carpet in but also the whole home and that would have it for us if we wanted to do any other rooms. He also said after he got all of his “tweaking” done on the schematics of the home and measurements we could have our own copy of them and could pick up at the store when we were in to get our estimates. We were still very satisfied at that time also.
On March 29that 1:33pm Sean for the Lowe’s Store 0205 and left a message stating that there was a problem with creating something with measurements and that the vinyl would have to be a separate transaction.I couldn’t figure out what he was talking about vinyl, since that wasn’t what we wanted. So, I immediately started trying to return his call at 1:40pm. I was transferred numerous times to different departments over and over again.Disconnected a couple of times and then was told to dial Ext 4814 which was no help. I called back to speak with management and was never connected to them either. This went on for over an hour until my frustration got the best of me and decided that someone will end up calling me back sometime if not before we got to go to the store. Not at all impressed with that day of dealing with Lowe’s Store 0205.
On March 1sta young man named Alex called me to address that the measurements were ready for us to come in and get things set up for estimates and installation. Stated again that the vinyl would have to be a separate transaction….. I told him that we were not getting vinyl from Lowe’s because Travis explained to us on March 21st that the installers do not prepare the floor for vinyl or tear up the old vinyl…. So that wasn’t what the measurements were done for. I said that my partner and I would be in that Friday the 3rd on our day off to get the estimate for the carpet we decided to go with in the bedrooms.
On March 3rdJames and I myself arrived at Lowe’s Store 0205 around 2:15pm to get things set up for the estimates and installation.We went to customer service to return the carpet samples to get our deposit credited back to our card and back to flooring we went again. There were met by an associate named Tammy that didn’t know how to do what we needed done so she went and found Alex. That is when Alex informed us that we needed to pay again for the carpet measuring since they did a vinyl measurement and that had to be two different transactions.At that time I told him that we already paid $155 for the measuring for carpet and I would not be paying anything again to have it done. He said the “system” has us paying for a vinyl measurement and for that we must pay to set up for a carpet measurement. I again explained that Travis set all of this up and we discussed that Lowe’s does not prep the flooring for vinyl so that wasn’t even an option we considered since the house we are buying has old vinyl flooring glued down in it already. Also I explained that we put 2 deposits down on carpet samples and that we didn’t even have vinyl samples since that wasn’t an option for us to do with Lowe’s. Alex said it would be another 48 hours before he could have access to the carpet measurements and we would have to come back at that time. I then said that Sean had called me Sunday the 29th and I spent over an hour trying to return his call to no avail. So he called Sean over to speak with me about the confusion. At that time, Sean came to the flooring dept and said that I would have to come back in 48 hours when they got the measurements for carpet and I needed to pay for carpet measurements. I repeated everything I just told Alex to Sean again…. Telling him that wasn’t an option to come back in 2 days and pay even more money that we already paid for getting the measurements for carpet for our home. At that time I stated that I was on the phone for over an hour trying to return his (Sean’s) call Sunday when he left me a message.He said with a sarcastic tone that he didn’t event work Sunday and didn’t know how I got a call from him.So at that moment there were three associates standing there….. Alex, Tammy and Sean. I asked all of them if Sunday was the 29th and they all agreed that it was…. So I pulled out my phone and placed it on speaker for all of us to hear that Sean indeed called at 1:33pm stating who he was and that is when Sean acknowledged that was him and at that time he just walked off stating “he was not dealing with this!” Tammy tried to help out by saying that Sean had been sick and probably don’t remember working Sunday. I told Alex and Tammy at that time I needed management to come and speak with me now and if Travis was in the store for him to come too. Carol showed up and I explained the whole thing over again for the third time….. She said there was not way to get the carpet measurements until 48 hours. I had to insist that something needed to be done since I had already paid for it, now lied to by Sean and that the order was not what we paid for they have in the “system” and we just drove another 75 miles over here to Store 0205. So Carol got busy calling and investigating what the mix up was and who was responsible. During that time around 3:45 or 4:00, Travis shows up to confirm everything we said was the way it was ordered. Carol found were Travis did put in the order March 21st for carpet Not vinyl measurements. So Another wait… Around 4:45pm Alex brought us the supposedly the correct schematics of our home, which was not to pick out the quality of what carpet in what bedrooms. So again another wait… At 5:15 Travis came with the right one and we proceeded to choose what quality for what bedrooms. So at 5:30 or sometime he took it back to the back to be figured. During all of this time of waiting and stressing out about how a company could be so unprofessional in handling a situation. We had the associate, Tammy wanting to discuss her legal battles with the Harper County Kansas police dept and district attorney. Wow… What a truly Good Friday that this was turning out to be????At 5:40 we left to go check out carpet at another store while Travis was to figure out carpet estimates. Finally we got a phone call at 6:06 pm giving us a price of $2,729.00. Then James asked him if we can swing back by to get the estimate, the schematics of the measurements that we paid for and was stated by Chris that we could have our copy and asked if that was set up for the free 72 hour guarantee of install.Travis’ reply to all of these are as follows….. the customer does not get a copy of the measurements that they belong to Lowe’s, the guarantee of 72 hours he did not know anything about even though it is posted all over the carpet area. So over 4 hours of total hell was what we really paid to get treated like this.