I worked for Lowes for four and a half years. On July 9th, 2010, I was fired for helping a customer with a situation that happened 28 days previously. Lowes has always told its employees that they have the power to satisfy the customer and insure their continued patronage.
I have held the position of cashier, head cashier, and team lead of customer service while working for Lowes. On this particular day, I was working at the returns desk when the store opened for the day.
A customer came in with a defective Kobalt box cutter. Kobalt products have a lifetime warranty / no hassle return through Lowes. Lowes has an open account with Kobalt for defective or damaged tools made by them.
Lowes requires a receipt for returns. If no receipt you can get store credit with an I.D. This customer was a repeat customer who spends thousands of dollars at Lowes. The item he was trying to exchange cost $8.98.
The customer did not have his receipt and had left his entire wallet at home that day. He really needed a new box cutter for his job that morning. I wanted to help and so I used my SS# to issue him a store credit so he could repurchase the box cutter. I put in his significant information, name, address, etc.
The very next day the store Loss Prevention Person, approached me and asked about the transaction for the box cutter. I told him what I had done to satisfy the customer and he said, "Well don't do it again".
The next day my store manager Mark Goldsmith asked me to write a statement about the same transaction. I did. I honestly thought it was no big deal as we have fake I.D. numbers beginning with MY to use in similar situations. I just didnt have one on me at the time that the customer was there. I used my own social security number because I was not trying to be sneaky or hide anything.
Like I said, Kobalt items have a lifetime warranty, no hassle return policy.
Well 28 days later, after a 4 day holiday weekend, I came in on Wednesday to work my 6:00 am to 3:00 pm shift. At 2:45 I was told by a co-worker that I was wanted in the upstairs conference room. I went upstairs to find the store manager Mark G. and a zone manager, Robyn, waiting for me. Mark tried to make small talk and asked me how my day was and invited me to sit down.
He asked if I knew why I was there and I said I had no idea.
He then asked me if I remembered the incident about a month ago with a box cutter. I said yes. He said that they had completed the INVESTIGATION and that they were letting me go as of then. Falsifying documentation - he called it.
Can you believe it! Well I couldn't. A couple of months before this incident I was employee of the month. I got a $25.00 gift certificate and my own parking space up front. Now I was being let go over an item valued at less than TEN DOLLARS. I have never had any incidents with any employer involving me being dishonest. I don't consider this to be one either.
I never tried to hide it. No one was scammed or left lacking and the customer left happy. I could have given the box cutter away to him and wrote it in our store use log as a "customer satisfaction issue" and not have been in any trouble.
I was very well liked in that store and continue to be friends with many of my coworkers who are shocked by what happened to me.
I was proud to work for Lowes, and got several people I knew to work there too. But no more. I am furious, sad, and disgusted. Several customers have contacted me and told me they will no longer shop at Lowes.
God Bless them.
Product or Service Mentioned: Lowes Manager.