100% full Not resolved

cust id 1963692


Today my wife and I went to Lowe's to get some tools and look at tool chests. Standing in the store we check online and see this deal on a Kobalt chest, item #351117 and see they have one remaining in stock. We checked the aisle but didn't see it, or even a spot for it. We went back and looked at the demo models and saw the chest. $469, with the item number shown (took photo of tag, included here), and a new item number shown below that (Item #538545). The guy helping us is baffled but assures us that weird as this is, we obviously should get the demo. He gets the assistant manager.

The assistant manager says that product is now Item #538545. We point out that online shows one 351117 available and that the product is identical (see comparison). He states that their inventory must be off. I ask him what if I purchase it online, right there. He says it won't work but try. I get to the shopping cart before he stops me and said it doesn't matter, they would just refund my money and tell me they didn't have the product. We argue back and forth, he looks locally for the 351117 chest and nobody has one. Note that the original online sale was shown to go thru 11/22/2014. He offers 25% off the $469 price. We decline and leave.

I called Lowes corporate in the parking lot. Helped by a friendly guy (customer id 1963692) who listens, then starts looking for the 351117 chest. Note that my time with him ends up at 90 minutes, 9 seconds. We drive home while I'm on hold. The service rep pops back on now and then and he's clearly confused by this too. Big sale, the item is nowhere. He asks me for my store location, then reads the sale price for the item off to me. $258.99. He comments on that being a great price, keeps looking. More holding, he's trying this, trying that, commiserating with me, has repeated the sale, the price etc.

Finally he says he found one! In Claremore. That's a couple hours away so he says he'll see if he can get it shipped to my house, can I hold?

This is a long hold. 20-25 minutes. He comes back. His tone is change, no humor, very dry. Claremore has one, but not at the price I mentioned. He asked me what that price was again. Says he can't find it online. Am I sure it's the right item?

I'm dumbfounded. I point out to him that we talked about these things, he read the price to me - and now he's acting like this didn't happen. I look online during this chat and Lowe's has changed the item price to $399.00. No sale. The $469, same item different item number, is online as well. No sign of the sale that started this. The customer rep simple says "Is there anything else I can help you with?"

No, I guess not. So here's my complaints:

1. Lowe's online posted up a nice sale on a toolbox that simply was not available. Anywhere. On October 24 for an item sale lasting through 11/22/2014.

2. Lowe's took an item, changed the item number, and bumped the price up $100 and refused to honor the sale price of the item simply because they changed the item number.

3. Lowe's literally changed the website information during my 90 minute customer service call, then denied that the sales information, which I'm posting here, even existed.

I can't imagine this is legal, but I don't think there's really any customer protection in America any more. All I can do is vote with my wallet and share this experience publicly. There aren't so many hardware store options any more but I know how to buy online from Amazon. I won't purchase from Lowe's again.

Review about: Kobalt Tool Cabinet.

I liked: Product.

I didn't like: Bait and switch.

Review #550279 is a subjective opinion of a user.

Price Affordability
Customer service
Reason of Review / Monetary Loss Poor customer service / $269
Preferred solution Deliver Item #538547 (formerly Item #351117), in good condition, to my home for $268.99

Had an Experience with Lowes?

Submit review


Comment as anonymous or
Terms of Service
Post Comment
Be first to start a discussion.

You May Also Like

Lowes - Jeld wen windows Lowes "we bought an entire house of new windows from Lowe's in 2008. We paid a great deal of money for hurricane impact windows. One of the picture windows has developed..." Read more Lowes - Rescue it Lowes "Bought several cans, wish I hadn't ! Within in 6 months it started to peel . Some came off in big sheets, now the front porch is blistering up, looks..." Read more  appliances at lowes. Lowes "Recent I have a dryer from lowes for remodeling reason don't install the unit for couple of weeks, only worked for a week after installation, returned to store and they..." Read more Lowes - Will not shop again, deceptive prices Lowes "My husband and I were shopping for a refrigerator to replace the one we have in our garage. We went to Lowe's in Loveland, CO. We found one on clearance..." Read more Green Dot Corporation - PayPal refunded money,gave me print showing they did . Green don't won't refund money Green Dot Corporation "Green dot says money wasn't refunded.refuse to allow me to speak to a live person..Green dot and it's employees are nothing more that common thieves.ill include as of PayPal mail..." Read more Kitchenaid - FRIDGE IMPLOSION THREE YEARS OLD! Kitchenaid "#NOKITCHENAID from #KitchenAid... You cannot give us a peace of mind warranty on our three year old non-working fridge because... and I quote; "age of the unit!" Yet, we can..." Read more Ispg - I paid them for Mobile App and in return they took my money and never done the job. Theif company Ispg "I paid upfront $18K for Mobile App and got some wireframes for approval the next month. I got a bill to pay $6K more for additional features which was approved..." Read more Oberto Sausage Company - Extensive Molds in Unopened Beef Jerky Package and 8 Months Before "Best By" Date Oberto Sausage Company "I had purchased a package of Oberto Original Beef Jerky 10 oz from amazon last year, received sealed and unopened, with a "Best By 05Jan18" date. On April 18, 2017,..." Read more