Complaint Review: Lowes Home Improvement - Grand Rapids Michigan

There is a delay in his order. They give him a free storm door for his time and trouble. He calls and posts about the problems he is having with his free storm door. You can't win for losing.

Wrong answer - thanks for playing. "Sorry about your door, but direct your anger to the right place, the vendor who handles the door you bought." Completely and totally incorrect. He didn't pay the vendor, he paid Lowes. That makes Lowes responsible for his satisfaction, period. Tell me, if I have a problem at Krogers, are they going to send me to the farmer who produced the item? How about if my new car breaks down? Do I have to contact the supplier that made the part? No, the only place I have to go is to whomever took my money - as it should be. If you believe your statement, no wonder you think customers are hard to deal with!

I have worked at Lowe's for almost 4 years now. I couldn't imagine doing anything else. Everything we do in our day revolves around the customer. That is the reason we have our jobs and we appreciate every customer who walks through our doors. Lately, word has gotten out that customers will get anything they want if they complain loud enough. Now, there are issues we have with training and follow up, but this is only a small percentage of our employees. 99% of our employees will do whatever it takes to make our customers happy and get their returning business. We handle a lot of special orders and installs, and every employee who handles one of these orders must fax the order to the vendor, call the vendor, enter comments into the computer, then the vendor has a problem with the order and pushes it back. We call the customer and let them know. They yell at us and we just take it. Then the vendor pushes it back again. We call the customer again. Then we give them a discount because the vendor screwed up. The product finally comes in damaged and once again the customer yells at us while we smile and look stupid. We have to order the product again and end up losing our shirts in the process. Then after all our hard work, the customer calls the general office and we have to give them more money. While all this is going on in our busy days, we greet every single person that walks past us in our 10-12 hour days. We walk every customer to anything they ask about, while every other customer we pass asks us questions and we try to help all 9 people who are talking at once. Then the one lady 2 aisles away who said "yo" at the top of her lungs while you while helping 19 other people goes up front and tells the manager you were rude to her and gets a gift card for her trouble. This has got to stop. People know they will get anything they want if they complain enough. You people as far as I am concerned are as bad as shoplifters. Sorry about your door, but direct your anger to the right place, the vendor who handles the door you bought. All I am saying is, nobody will get good customer service anymore, anywhere, if people continue to be so unpleasant to companies and take advantage of their attempt to satisfy every customer.

Now the door was installed on August 5th and for all my troubles I did receive a free storm door. Last winter I called Lowes to advise them of ice build up on my storm door, and they kept saying someone would come out. Never did he. I called this past fall and again they said Bryan would come out. Never did. Now I am noticing condensation on my 560.00 front door and I called Lowes again to let them know , and to also remind them of the back door ice problem. Whoever had the rebuttal with my story has to understand the facts i represent are the truth and I have no reason to say anything otherwise. Lowes has not proven themselves worthy of my dollar anylonger. Thankyou

First off I'm an ex Lowes Sales Manager(Boooo!) Lowes is the most fantastic, incredible company I have ever heard of or have been involved with! They are the #1 most admired company on the forbes list....Lowes is a source for us to remodel and repair our homes, product does come in damaged, 99% of the time it is not Lowes fault, the vendors alot of times use 3rd party shipping, wich is like putting 3 or more hands in the cookie jar, things happen, most of the time the store will go above and beyond the call of duty to satisfy there customer, Which is the main reason I no longer work for the company, I was a give 'em the farm manager I would always take care of the customer. But the industry is not being looked at fairly, in the 80's home depot was a model of excellent customer service, then as they grew, they lacked the focus to continue to train employees on customer service, Payless Cashway's and Lowe's who is viewed as competition, was beginning to do what Home Depot did follow the Home Depot Model..and they did and Lowe's eventually mastered it, and still does, Depot now can treat you like crap, and then the customer goes across the street, and shops Lowes, and if Lowe's expierences any issues via the vendor or a employee makes an error lowes is viewed as a 3rd rate company, then the customer goes back across the street and Depot will probaly drop somthing on your head, and not help you but you accept it becuase it is the way we are used to from depot(out of breath)... In conclusion...If you want to be safe, buy the nicest product in a clean, well ran store shop Lowes and alway's notify the managers of any employee not treating you in a profesinol way, you will get results, now if you are not getting the desired result from a lowes...simply return the product and go elsewhere, be proactive with your money, don't expect a handout...I know for a fact we are not hearing the whole story...