Lowes has an amazingly sweet staff designed to grab your money quick but then try to get your merchandise delivered and don't complain about our terrible service. When the refrigerator in my condominium died I started searching for a replacement online for a unit that would match the limited space available.
I found a match on the Lowes website but their delivery and pick-up policy was not clear so I called the company for clarification before placing the order. I explained that my niece was living in the unit and I needed the unit delivered as soon as possible as she had a new baby and milk in the freezer that had to stay frozen. The women on the line told me that the unit included free delivery and pickup of the old unit and delivery would be no problem. I thanked her and said I would go online and order it and she told me that I could place the order with her and there would be no need to go back to the website.
We received the order notification via email and I forwarded it to my niece to schedule delivery. She called me back within minutes to tell me that the unit would not be delivered for at least 2 weeks as it was a special order item - this was never mentioned when Lowes took the order. I tried to cancel the order so I could get the items somewhere else and customer service told me that it would be 5-7 days before the money would be refunded as they already charged my card. As I was complaining customer service kept telling me that they did disclose to me the delivery date which was getting me even more irritated.
I said please point out where on this order it says the date when this order can be delivered. She pointed me to a small date on the delivery button on their website. I said "I never got to order this online your sales department took the order over the phone". She says I know but I wanted to show you that we do tell you how long it will take for delivery.
What really pushed me over the edge is we still don't have the refrigerator but received a survey email questioning the unit. Well we gave them the feedback their terrible and deceptive service deserved.
Today we got back that they rejected the survey review because it didn't match their guidelines. Since the survey was pretty much to the point I am guessing happy reviews are only accepted.
Product or Service Mentioned: Lowes Delivery Service.
Monetary Loss: $478.