Customer Service Part deux
I'm pasting in my email from Lowe's today to give you an idea of my Sunday & Monday. The end result of the whole ordeal was that Lowe's called me back on Monday morning and gave me 10% of my purchase of a water softener and water heater. I guess Lowe's does really want to sell merchandise.
Consumer Message Follows:
I want to start off by saying that I normally have a good experience when shopping at any Lowes. However, I attempted to purchase a Water Softener and Water Heater today, but your employees showed a complete lack of interest in helping me make the purchase. I started off tryng to get the water softener. The one I wanted was not available on the floor, but I saw one on the top shelf. An employee approached me and asked if I needed any help. I said sure, I need to get this item off the top shelf. He said he'd see what he could do. He then went to the back room and I soon heard an anouncement saying that a customer needed help in my aisle. 15 minutes later someone finally showed up and I told him what I needed. He proceeded to tell me he didn't know who was working now that could help then he just walked away. I followed him for a short time only to watch him just start straitening up shelves. He had no intention of helping me get my desired item. So now I give up on the water softener and go to the water heaters. I pick out the one I want and push the button requesting help because I need to schedule the installation of it. The same gentelman that simply walked away from me before appears. I tell him what I want and he proceeds to tell me that he can't schedule the installation today because it is Sunday. I ask what they normally do on Sunday's in this instance. He says I would have to call the contractor tomorrow. I point out that tomorrow is a holiday so he tells me that he can't help me then.
Is this right? Your employees really don't want to help the customers get 2 fairly high priced items? Lowes is very conveniently located for me, but this experience has me planning on driving the extra distance to Home Depot. I hope you can improve customer service as I would like to continue to be a customer of Lowes. Feel free to contact me if you have any questions regarding my experience.
Thanks,
Jason Spence
3 comments:
OH MY GOD!!! We had the same damn problem on Sunday! We were buying a fire pit. We asked for someone to put it on a flat cart for us. The stupid guy at the front "customer service" desk made a phone call. We waited about 10 minutes and no one showed up. Finally...we grabbed a cart and put the tericotta fire pit in it. Then had to get our stones for the back yard by ourselves as well...they were 20 lbs each and we bought 11 of them. The only person who even asked if we needed help or who helped up was the guy in the parking lot. He helped us put them in the SUV. But if you see TWO freaken woman...help them! I was not really impressed by them. WALMART in Peoria was more help!
oh yeah...and when we got home and started to setup the firepit...it was broke! So we had to return it on Monday. Walmart ended up getting our $100 for one!
There is nothing on this planet that will put me in a bad mood faster than pulling into a Walmart parking lot.
I've found that if you throw a temper tantrum on showroom floor they become a lot more interested in you.
Post a Comment