Lowes Reviews and Complaints
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Set up to Fail...Notes from a former Lowes Employee
Years ago, I worked for Lowe's, and learned the hard way that they set employees up to fail. I'm not sure if it's an intentional act, or just some random mistake that brought it on; though sadly I think it's the former. Before getting into things, let me quickly explain how the front desk (as so many call it) works. Typically, you have two registers there, but only one is open. That customer service associate, nine times out of ten, isn't a specialist, nor are they anything important. Nearly every time they're a cashier. In most cases, an untrained cashier. You see, those assignments aren't permanent. Each shift the Head Cashier picks where people are going to go. Jo, you go to Lumber, Frank, you're in Returns, Danny I want you on Register three, oh and Dan, take Customer Service. That's it. No real mystery to it, though at a glance it can get confusing for the average customer. The sad part about it, is that the company actually did an internal study of this. They found that most every complaint filed about customers not getting the service they desired, was tied directly to the fact that the person in Customer Service, typically, wasn't trained above how to use the register. Yet, it was in the company policy to have it such that the person there needed rotated each shift. Meaning you rarely had the same person there two days in a row. I remember, in my time as a Head Cashier, that I actually managed to get written up once for placing an experienced cashier in customer service. It was my intent, knowing that the holiday coming up was a big grilling day and expecting (with a sale on grills no less) a huge flow of customers coming in; to head this off with someone that knew what they were doing. However the Cashier knew too much, to the point that he knew he wasn't supposed to be there two days in a row, and he reported me. My Department manager took him off that register, put on a girl hired the day before, and then left it to me. After getting totally swamped, even with all registers open and I on one of them, the girl went to lunch and never came back. As if putting untrained cashiers there isn't bad enough, the work schedules the employees face is nothing short of barbaric. It is not uncommon to see cashiers working ten and twelve hour days, (sometimes longer) only to get yelled at and threatened with a write up for going ten minutes over time. In my own experience, I remember getting a customer complaint one day that stemmed from the fact I had worked a fifteen hour day the previous day, went home for two hours, and then came back into work. No sleep. Needless to say, by mid day, I was dead on my feet. I don't remember what I said to the customer, I have to admit I don't remember much of that day. (this was prior to the energy drink craze.) I know that at some point I made a comment about a customer's tattoos, and it resulted in me being written up. I don't even remember how I got home that day. I shudder to think how I could have killed someone in an accident, or myself. Yet that was the policies. If you closed one day, you opened the next, and you were NEVER given grace due to having worked late into the night the previous shift. Another problem that customers often run into, especially on the floor, is misunderstanding what the various names mean. Though a person might be called a "specialist" in many cases they are not "special." In fact, specialist was, as it was explained to me, used to differentiate between who was higher in rank in the departments. Typically it didn't mean the person knew any more than the other person. In fact, numerous times, I remember specialists being stumped by questions and having to actually tell the customer the dreaded "I don't know." It happened so often that it became funny, then sad, then funny again. Having said that, I ended my career working in the returns section of the company. I can honestly say, much of the customer problems I dealt with were caused by the customer themselves. Once you got past the misunderstandings and miscommunications that happen with every retail company, most of the problems were caused by the customers. I think, looking back, the biggest problem we had was the whole entitlement issue. People looked to other companies in the area and saw how they didn't charge delivery, but then when they looked to US, they couldn't understand why we did. Yet again the employees were set up to fail, as we were prevented from explaining it. Even though just telling the customer the reason for delivery charges might explain what's going on and why, the company forbade us from explaining. Now that I don't work there, allow me to tackle that as well. Typically speaking Lowes charges a base rate of about fifty dollars to deliver. This rate is determined by the corporate, coded into the computer, and isn't something that the employees...including management, can over ride. In fact, should an employee over ride the rate without corporate's permission (said permission coming in the form of a coupon in most cases), that employee would be fired on the spot. No ifs, ands, or buts. There are no exceptions to this rule, and in the past it has been used as an excuse by corporate to rid themselves of very questionable managers. Savannah Georgia is one store that lost a manager due to this little fact. About six, maybe seven years ago or so, the manager there waived the delivery for a church that was rebuilding. A few weeks later, we came into work and noticed that he wasn't around. At the morning meeting we were told he'd been terminated, and that the reason was he broke company policy by waiving the fee. So, what then is the reason? That fee is nothing more than insurance on the sale. It's making sure that you're not attempting to scam the store (as has happened in the past), wanting something small like a single lamp delivered simply because you're too lazy to carry it home yourself. If you look at the cost of gasoline, paying the driver, and the insurance for the truck; then you turn around and look at the average cost of items in the store, it tends to make sense. Delivery on the larger items (as I've said) ensures that you do wish to finalize the sale and aren't going to turn right around and return it, while at the same time it ensures that you don't scam the store by replacing the item with something of lesser value and returning that. Finally, it allows the store to control the condition of the item. If they deliver something and it turns up damaged later on, then they know that the customer damaged it. If when they unbox it, however, and find that it's damaged; then they know the store did it and must replace it. I could continue on and on, yet I'm not sure I should bother. It is in the wee hours of the morning, and I doubt those who are set in their ways will read this. Suffice it to say, blame corporate, not the average employee. The company sets them up to fail, and then punishes them when they do. Arguing with a cashier doesn't get you anywhere. Take it to the store manager, and if he won't help, call the care line. Remember, if you give the name of the cashier or specialist that helped you, you might get that person fired. Unless you really want to cost someone their job, then your better bet is to target their manager. It is a little known secret, that short of breaking company policy, Lowes will not fire their managers. The one story I've noted here, as I said, was due to breach of company policy. Otherwise, he'd still be there.
Lowes review in Erie, Pennsylvania: Waited 20 min. for assistance, numerous workers, they were all BSing.
Wanted to make numerous purchases at Lowe's Erie Pa. upper Peach Street at 7/16/10. 11am totaling around three thousand dollars,bathroom vanity, granite top, faucet, flooring, toilet, and odds and ends, requested assistance from several staff only to be told "that's not my area" pressed the help button four times over a 20 min span, it kept on flashing, but no help arrived.Staff seemed to be too busy socializing with each other, service desk seemed not to care. My wife and I went to Home Depot where we received fast and knowledgeable assistance and made our purchase.
What It's Like To Work At Lowes
I worked at Lowes #1777. The management there is awful. They don't care about their employees well being or that we have families. All Jim Bambule and Tom E. Thompson EVER cared about was generating more sales and keeping as much money in that store as possible. Employees hours were purposely cut back just so that store would be thousands under budget (no doubt to make themselves shine). Nevermind in this economy people need all the work they can get. Lord forbid if you're sick, have a sick spouse, or a funeral of a relative. If you miss any work you'll sure as heck pay dearly when you return because you weren't there making them more money. When I started there, I had several years of experience in retail...even managed a store myself before. I found out that they started my pay out $2-$3.00 less than they were starting out kids right out of highschool. I had to pick up all the slack for so many others that didn't want to do their jobs and if any complaints were made, either nothing would be done at all or whoever complained would get in trouble for complaining. I always tried to be nice and respectful to customers, but it got to be very hard when the company you work for basically wants to use you for slave labor. I quit Lowes because my family comes first. I and my husband (not to mention the rest of my family) got tired of the ***. Money is needed but it's not everything. I seriously hope Jim and Tom at store #1777 get fired so maybe they could learn that themselves.
Lowes in Troy AL. has lazy non-caring employ
Lowes in Troy Alabama has horrible, non-caring employees. I called about hardibacker board pricing because I am re-doing the flooring in my office. I spoke with Chuck Drudy. He was rude and discurtious and made the comment "I'm going to have to go all the way to the back of the store to give you an exact price." I let it go and gave him my name and office number to call me back. When he called back he spoke with another office employee and as soon as she answered the phone he blurted out the pricing. She had no idea what he was talking about and he was very rude when he explained. I called back to see if I could order the material and pay for it check by phone. The man I spoke with (i dont know his name) said "yes we accept check by phone." I thanked him, hung up and got out my checks. When I called back, they transferred me back to flooring. It was Chuck Drudy who answered. I told him I wanted to order 48 sheets of .5" hardiboard, he asked how I wanted to pay and I told him check by phone. He informed me that they dont take check by phone. I told him that I had called earlier and a man told me they did take check by phone. He yelled at me and called me a liar and said that He was the man I spoke with and that all I asked him was about pricing. I informed him that I had called two previous times and that NO HE WASNT THE MAN I SPOKE WITH THE SECOND TIME. I also told him that I didnt appreciate him calling me a liar. He hung up and transferred me to someone else. That person answered and said "we dont take check by phone" and hung up in my face. Troy Al Lowes needs to get a grip. I WILL NOT be purchasing anything else from them especially my hardiboard. They are inconsiderate *** who need to learn the meaning of "Customer Service" GET A CLUE, Its your JOB!! Troy Lowes just lost a veryyyyy valuble customer.
Lowes review in Wilmington, North Carolina: false price matching policy
Lowes advertises price matching plus 10%. This is not true. After using this policy on a few visits before. Now they say they don't price match on sale Items. They did call the competitors store to verify the lower price and it was lower, but said they did not match sale prices. I also purchaseed the same item in April,May and again in June from the competitors store with the lower price. This is in direct conflict with their own written policy on their web site. So goes "Truth in Advertising". Lowes just another big box store. And I have been a regular customer since 1968.. But no more
Lowes has poor customer service.
After calling and getting no answer I went to the store and waited 30 minutes to be told the product was in but still has not been unloaded. Asked for credit application and was only approve for 500.00. Took 20 minutes on the phone just to get the application done and I have excellent credit. Went to Home Depot they had the product gave me a credit limit of 2500.00 and I only had to show my id and punch in my SS number into the key pad..no forms no calls...no wait time...and I had 4 asking if they could help me instead of me waiting for one person to help 4 of us. Just saying HD has got my money from now on !!
Lowes review in Woodbridge, Connecticut: No call no show
order carpet, time to come was there waited 2 hrs, no call no show. drove 1 1/2 hrs to meet them. you need to get someone a little more responsible than who you have. i have spent thousands with your company and i get that kind of service. i called another company they came out that same night , measured order the carpet next day and it was in and installed in less than a week. you are a large chain , you should be able to do it as well. had trouble with home depot and don't shop anymore
I feel that lowes could have worked with me to resolve problem with dishwasher
lowes would not let me exchange a cheaper dishwasher that did not work with a better one and me pay the difference of the two i tried to plead with them but gotten no reply the companys name is lowes hardwear in (starksville ms) thank u for your time sighned eddie the unit had a 3 month return policy and a one year warranty bot i am able to show proof that the house i built did not have power till one month ago.i just feel that they should talk to someone higher up and try to resolve this matter before it has to go to the next step
Lowes review in Allentown, Pennsylvania: Lowe's is rude company
some of the people that work at Lowe's are very rude.they sit on the forklift and won't move when you are trying to get through the aile and when you ask for help they act like it the end of world. then when you apply for a job they won't hire you because you were terminated from your former job every one makes mistakes , I will no longer shop at Lowe's any more also prices keep going up on their products every day, how can the average person afford to buy their product in this day and age. mgw
Lowes review in Palm Springs, California: Stall on replacing a newly purchased range with scratches.
We purchased all new kitchen appliances at Lowe's in June 2010. The stove had scratches on the top panel. According to the installers, these scartches are caused by the packing materials shifting during transportation. I went back to Lowe's and asked the appliance sales person to replace the stove and he agreed to do so and supposedly placed the order. Several weeks went by and nothing happened. I went back to the store and spoke with another person. He placed another order. A couple of weeks later, nothing was ordered. The store manager this time agreed to order.
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