Diogenes
Averill Park,#2Consumer Comment
Sun, November 20, 2011
Well, it APPEARS that upper management at Lowe's has set a fire under the manager at your local Lowe's. And, who knows, you may actually gain satisfaction.
But, if history has taught us anythng, it's that satisfaction with large corporations is short lived. I feel confident that, as time goes by, you'll be forgotten and things will return to "business as usual" . Or, just as likely, the current manager will be transfered or promoted, and you'll never see him nor his promises again - Out of sight, out of mind.
Please keep us informed as to what actually occurs with Lowe's and their promises.
Max
Flowood, (Jackson),#3Author of original report
Sun, November 20, 2011
Updated... Lowe's.
We closed our account and our phone started ringing, non-stop. Rep. from the Corporate office, Regional Manager, Store Manager, Corporate Credit Manager... Where were all these people when we needed help?
After about 2 hours worth of phone calls, Lowe's started to get the picture, I am not happy and unless Lowe's has a time machine, there is nothing that they can do to fix the problems that they caused.
Everyone that I spoke to from the Corporate and Regional Headquarters, went out of their way to tell me what everyone at the store should have done, "thank you Captain Obvious"!
The Regional Manager, didn't waste much of my time. He got right to the point. "we can't change it", "we are sorry", "these things should have never happened", "I promise you that it will never happen again", "I'll have the store Manager call you, if that is alright".
The store manager called me and we talked for a few minutes and he asked if I could come in to meet with him. We had a short and productive meeting.
I was apologized to, seven ways from Sunday. I was somewhat afraid that he would feel that I was exaggerating the situation, so I came prepared. I showed him canceled checks, for additional cost, that Lowe;s had caused. I showed him inter-office memos, where we had to take losses, for liquidated damages, because of Lowe's. He seemed genuinely shocked.
He was decent enough to give me a $200.00 gift card. He also asked me if I would consider letting Lowe's serve my company again? I told him that I would let Lowe's quote one of our new jobs and that if they came in at an acceptable cost and delivery schedule, we would try it again, but that we were not going to deal with anything like what we had been going trough.
The store Manager, gave me his card and put his cell and home number on it, telling me that if I ever have any kind of a problem with Lowe's, to try to resolve it, but if I can't get it resolved, to my satisfaction, call him and he will find a way to make it right.
We will give it one more try. But like I told the store Manager, I don't have time to leave the job, or to be on the phone with him, solving problem's. Just send us what we order, on time and if there is going to be an issue, let us know before about it when the problem is found, not when it is too late to do anything about it.
I told him, our phones work, call us. When a truck breaks down and our order is on it, call us. Don't let us sit on a job all day, waiting on a truck that isn't coming. Stop costing us money and we'll do business with Lowe's forever. Cost me any more money and us and our orders we'll never set foot in Lowe's again.
Wish us luck. Somehow, I think we are going to need it...