First let me say that the designer I worked with (Jack) for my kitchen renovation was exceptional: patient, knowledgeable, and detail oriented. The problem was the installation manager (Nigel) who refused to do the installation because (1) my 6-yr old pre-existing cabinets (Kraftmaid) "might" not be the same color as the new cabinets and I "might" not be satisfied, and (2) his installers "might" destroy something taking it down or putting it up and "who would pay for it?" First, we added cabinets 3 years ago and there was no problem with the colors, why would there be one now?
And if I accept that risk, where does Nigel get off telling me what I "might" not be happy with it so he won't do it? If you're that concerned that we're that picky, check our order from 3 years ago; you'll see we had nothing but praise. And, second, if his people destroy something, who do you THINK would pay for it? Are you really going to turn down $20,000 worth of business because your installers might break a $300 piece?
Hire better people if you have that kind of concern.
I'm sure Lowes has had problems with other customers to be so eager to turn down business, but treating all customers as if they were brainless is going to kill its client base. It's certainly soured our relationship with them.
Product or Service Mentioned: Lowes Manager.