My husband and I had a disappointing experience at Lowe’s store #1555 (2800 120th Street Hawthorne, California 90250). It all started at the beginning of May of this year.
My husband and I decided to remodel our kitchen and wanted to get the cabinets, flooring, and countertops all done at the same place. We went to the Hawthorne store and met with Thomas Woods in the kitchen sales department. We did the necessary measurements for the cabinets placed our order for them and picked out the flooring and tile that we wanted. Thomas told us that the cabinet installers would come out to measure for the cabinets and then he would place the order. We only paid for the cabinets at this time. We wrote a check for $15,370.69. This included our cabinets and the cost for installation. The date was May 5th 2008. That night Reyes and I decided that we wanted a few cabinets changed. When I called Thomas the next day I informed him of the changes we wanted. He told me that he had ordered our cabinets already and that we would have to wait until the cabinets were delivered. Then he would have someone come and pick up the ones that were going to be replaced and put the new order in. He did the opposite of what he had told us originally. He ordered the cabinets before the cabinet installers came to measure for the cabinets. This was the cause of all of our problems with the cabinets being late and having to be reordered.
After this is when I started to have difficulty getting in contact with Thomas. I would call him, leave a message and never get a return call. Or I would get a hold of him, he would say he was with another customer and would call me back to answer my question. He never called me back. I would end up having to call him again. I do not think that this is how you train your employees to treat customers. I had told him form the beginning that since I am a teacher I wanted the kitchen completed before I returned to work on August 25th. He assured me it would be plenty of time. If Thomas had waited to put our order in until after the installers had come to measure this delay with the cabinets would not have happened.
My husband and I were left in the dark and due to the lack of communication on Thomas’ part we decided to purchase our flooring and countertops elsewhere. If Thomas had simple returned our phone calls and answered our questions instead of blatantly and rudely ignoring us, we would not be as upset as we are. It seems that Thomas ordered our cabinets and once he got his commission, he forgot about us. We would have continued with the countertop and floor we had selected from the Hawthorne store and we would have placed our order with them. Because of the lack of customer service that we received we will never recommend Lowes to anyone who is considering remodeling their kitchen and certainly will not shop at your store again.
Product or Service Mentioned: Lowes Remodeling.
Monetary Loss: $15.