Long story short: I bought a Shop Vac from my local Lowe's. I traveled 30 minutes home, opening the box and found it to be used!
It had grass in the box, dirt on the unit, and had scratches. I packed it back up and took it back to Lowe's. So, I had to waste an hour of my day traveling back and forth, not to mention time at the store. I requested a manager and discussed the circumstances.
I told him it wasn't like I was returning it because I didn't like the color. I wanted assurances that it wasn't being put back out on the shelf. He looked right at me and said that he didn't think it was used and didn't know why I had a problem. I was flabbergasted.
He refused to give me anything off of the purchase for my trouble and that I had to sign the return slip to get my replacement unit. I signed and wrote "unhappy - disagree with manager" at the bottom of the slip and took my new unit home. I wrote lowes.com when I got home and was referred to the store manager. He gave me standard corporate lingo telling me it wouldn't happen again; no empathy, no real apology.
So, I wrote lowes.com again and stated that I wanted someone above this store; someone away from these people that knew each other. I was batted to another store and then back to the local store for another individual who can't tell me what his job is (??). He has reiterated the same lingo and asked me what I wanted. I told him that all I was seeking was 10% off my purchase for my time and trouble; again, I was buying a used item.
Three days later and nothing. . .no email, no answer, no nothing. I am preparing to write their corporate email to discuss again.
This is all over $10 they are giving me a hard time over. Now, for me it is more about principle.
I don't necessarily care about the $10, but I want them to show some empathy and care. It appears that won't be happening anytime soon either.