This was the message I wrote to Lowes.
Today I had the worst experience I have ever encountered during a transaction with any other business. I went to return a few items I had left over from a home improvement project. A total amount of $11.70 (with tax). I had to wait 30 minutes just to be seen by an associate, of the 4 present none acknowledged me or to say they would be available shortly. Even a manager walked by and there were about 4 of us in line, he offered neither acknowledgement or assistance.
All of my returned items were unopened in their original packaging with their original labels/upcs. I handed your associate my receipt to which he indicated was "useless" and threw it away because it was beyond the standard return policy. At which point he told me that "He wasn't obligated to return my items, that the company states it shall do so with it's discretion". I replied "I was just at Home Depot making a return, and they had no such issues with doing so." He said, "Well, let them loose money then." I said, "Isn't the point to make the customer happy?" To which he replied, "It's not profitable to accept returns, if you were in business you'd understand." I actually DO run my own business and personally I find the best practice is excellent customer service. However, I don't find it either appropriate or necessary for an associate of any company to argue with it's customers about anything. I have never been so embarrassed and insulted in making such a small return with completely unused and unopened items.
This is not my first negative experience with your company, but it is my last. Today you lost a customer over a grand total of $11.70. I promptly took my gift card and spent it so that I will never have to return to your store(s) again. I am glad you have a "Hassle-Free return policy", I certainly haven't experience it however. I will be sharing this with as many people as possible, and will direct them to do business elsewhere.