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Lowes - Beware of ordering online

3.7
Details
A closet shelf wasn't in stock at my neighborhood Lowe's, so I found it online and ordered it delivered to the store, which is 5 minutes from my house. A week later, I received a phone call telling me the shelf was in, so I drove to Lowe's, but it wasn't there. Turns out that rather than delivering the shelf to my local store, Lowe's delivers online merchandise to either the store scheduled to next have that merchandise in stock or for local vendors, the store which is closest to the vendor. So I ended up with a 30 minute drive across the metroplex to pick up a shelf that I thought would be delivered to my local store. Maybe I could have avoided this by going into my local Lowe's and requesting the shelf be delivered there, but that sort of defeats the convenience of online ordering. Lowe's is the only place I know of with such a screwy policy. I order a lot of merchandise online. To avoid delivery fees, I often choose to pick up from the store, and with every other merchant, I get to pick the store where I want to pick up the merchandise. I like Lowe's, but this is a poor policy, so if you shop at Lowe's, keep this in mind if you order anything online.
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4 comments
Anonymous
#1661533

NOT GOOD LOWES!!

Anonymous
#1525241

I'm not sure who told this but that isn't how the online system works. You select the store you want it sent to and it sends to that store.

If the product is stock and the store has it in stock, they'll fill the order. If not, they resource it to the closest store available.What may have happened in your case is that the order did not generate a PO (shipping number for packages). Instead it went straight to the store. In this case, they didn't have your shelf.

So they sent it to the next store.

This store is listed on your confirmation email. Which you apparently didn't bother to read.

FurryBarnOwl
#1526127
@Pick Up Desk

A Lowes associate who identified herself as the person responsible for online orders in the Lowes store where my shelf was shipped gave me the info. She also said it's not a good policy and she doesn't know why Lowe's doesn't change it.

So silly me, I took her at her word that what she was telling me was accurate.

But you're right, I didn't read the "confirmation email" because I didn't receive a confirmation email. As I said, I'm remodeling my house and I've ordered a lot of merchandise online, from Home Depot, Pottery Barn, Crate & Barrel, Wayfair, and Amazon, to name a few of the places from which I've purchased, but the only store with which I've had this problem is Lowe's.

Anonymous
#1725678
@Pick Up Desk

Last sentence very rude considering the pick up desk is a representative of the Lowe’s corporation.

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Review
#1306960 Review #1306960 is a subjective opinion of poster.
Service
Lowes Pick Up Service
Pros
  • Quality of the merchandise
Cons
  • That i could not specify my local store for delivery
Reason of review
Not having online merchandise delivered to local store
Preferred solution
Figure out a way, like Crate & Barrel, Macy's, Target, and Home Depot have done, to be able to deliver merchandise ordered online to a local store.

Lowes - Go to Home Depot instead!

2.1
Details
Placed and paid for item online. Received email at 1:30pm that item was ready at store. Went to store that same evening and long story short after finally getting someone to help me, gave her my order number, name, verified credit card used etc etc. she disappeared for 30 minutes. Meanwhile while she had disappeared, I tried to just get a refund so I could leave but couldn’t get anyone else at the customer service desk to even acknowledge I was there. Finally the lady came back and told me my order wasn’t in and I realized she had been looking for the wrong order all that time, even after giving her all of my information. 50 minutes later I finally got my order and left. Unacceptable!! Unfortunately this isn’t the first time this has happened so I will no longer shop at lowes.
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Review
#1303612 Review #1303612 is a subjective opinion of poster.
Service
Lowes Pick Up Service
Reason of review
Order processing issue

Lowes in Ocala, Florida - Customer pick up not right

1.0
Details
Pick up of store items ordered previously is a disaster in your Ocala Florida store . Very bad customer service
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Review
#1297851 Review #1297851 is a subjective opinion of poster.
Service
Lowes Pick Up Service
Reason of review
Poor customer service

Lowes in Greenville, Texas - Poor customer service

I ordered 2 packs of 200 t-post online. When I called to see if the store had them ready for pickup I was told they would NOT honor the online sell as there was a mistake on the listing. I was told to call the 800 number. I called the 800 number and after more than an hour of speaking an employee and her supervisor I was told that Lowes Marketing was notified and that there was a error in the listing online but my order would be honored at the store I ordered to pick up from and a note place on the order. I then called the store back and the Assistant Manager verified the note and said even with the note from Lowes saying my order was to be honored and filled that they WOULD NOT honor it. I was told my order was being canceled and if I had any further complaints to call Lowes. I explained I did what they told me and even Lowes customer service stated there was an error but my order that was placed was to be honored. Why is a customer being treated like this? I have the order number and names of people I spoke with.
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Review
#1255594 Review #1255594 is a subjective opinion of poster.
Service
Lowes Pick Up Service
Reason of review
Poor customer service
Loss
$9
Preferred solution
Deliver product or service ordered

Lowes - Horrible in-store pickup experience.

I get the email saying my order is ready fro pickup. I get to the store and wait at the unmanned pickup counter for 10 minutes until an associate at the CS counter asks me to come around so they can help me. It then takes over 5 minutes to get my paperwork printed and the whole time the associates are talking like they have no idea what they are doing. They then send me to the lumber station to pickup my order. The guy there takes my paperwork and disappears for 10 minutes only to return without my paperwork and tells me to go to CS station for my order. I get there wait another 5 minutes for new paperwork only to be sent back to the lumber station because they now "found" my order. I get to lumber and there is a cart with my stuff on it to push to the truck. The whole deal took almost 30 minutes and I brought my 4 year old son with because I thought it was gong to be easy, like it was at Home depot.
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Review
#1234622 Review #1234622 is a subjective opinion of poster.
Service
Lowes Pick Up Service
Reason of review
Poor customer service

Lowes - Can never get items

2.6
Details
I have ordered from Pearland Pkwy Lowes the delivery team pretty much comes on their time or too bad, be it days or in one case months, I canceled. I gave them another chance and ordered for pick up well I can’t even pick up a order that I paid for. I complained to their 800 number he told me that everything was resolved and I would be reimbursed on the truck I rented the next day, expect a call from the manager David. Here we are 4 days later no call from David, no out door furniture. I guess that I can forget the money I used to pay for the truck and I will probably have to rent another when they decide that I can have my furniture. I am no fan of Home Depot but at least I believe that if I pay for a product I will receive it.
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Review
#1219174 Review #1219174 is a subjective opinion of poster.
Service
Lowes Pick Up Service
Reason of review
Problem with pick up
Preferred solution
Deliver product or service ordered

Lowes - Warmth

1.2
Details
I have been to just about every store looking for a electric heater. I called customer service to make sure it wasn’t making a blank trip and was reassured that a heater was available to the location I was at. Of course when I got there and ask d for helped the employee asked as if I was talking in another language. Ended up walking out the store with still no freakin heater
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Review
#1207480 Review #1207480 is a subjective opinion of poster.
Service
Lowes Pick Up Service
Reason of review
Not as described/ advertised

Lowes - Horrible

1.7
Details
I bought a dishwasher from them on Friday and told them I would pick it up this weekend we went there and they could not find it anywhere in their records for pickup we finally got it found and they said they would load it on the truck nobody showed up for a half hour had to leave went in the next day they could not find us. In any of their records finally with the receipt I had to bring back 15 miles to the store because my son picked it up they found me said it would be 10 minutes and we would have it in the truck half hour later still no dishwasher will not ever go there again I am cutting up my Lowe's credit card
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Review
#1165025 Review #1165025 is a subjective opinion of poster.
Service
Lowes Pick Up Service
Reason of review
Poor customer service

Lowes in Arlington, Texas - Poor customer service

1.0
Details
This letter is regarding uncalled for treatment received Sunday, November 19, 2017 at Lowes, 1000 West Arbrook, Arlington TX. Attempting to pick up shower doors (purchased Thursday November 16), customer service employee stated shower doors were picked up by me on day of purchase. Despite my repeated attempts of explanation that my shower doors were in a box with my name written on the box and it was placed in "back" by the sales person. Explanation was ignored by employee! The situation escalated with continual questions as to when, where and time of purchase, already noted on sales receipt. Asking why locating the box was taking so long I was informed employees were viewing video of day of purchase. One hour later, attempting to locate employee unsuccessfully, a "supervisor “appeared apologizing for misunderstanding, stating "I'm so sorry the box is in the back with your name written on it". I replied, "thank you for making me feel so guilty for something I didn't do" Excuse provided, employee ringing up sale had not noted package to be picked up later. As a 79-year-old lady, the situation was extremely stressful being questioned by a young employee who was doubting my integrity. I’ve made attempts to contact the store manager unsuccessfully. In the future I will not return to Lowes for material I need to update my home.
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1 comment
Anonymous
#1397967

Nobody cares how old you are, dumb ***. It has nothing to do with employees being young. They were just doing their job so they don't get fired for letting *** walk out the door without verifying that it's been paid for.

Review
#1137344 Review #1137344 is a subjective opinion of poster.
Service
Lowes Pick Up Service
Cons
  • Being harassed
  • Aphaty towards the client
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
Tags
  • Dismissive To Customers

Contact Lowes Customer Service

Mailing Address:
Lowe's Customer Care (CON8)
P.O. Box 1111
North Wilkesboro, North Carolina 28656
United States
Phone:
(800) 445-6937
All Lowes Contacts

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Lowes reviews

Lowes - Told the item was at the store

1.2
Details
Went to lowes after I was told the item was at the store. When I arrived and went to get my item. It wasn't there. Drove a long way to get my item( a dorm fridge for my daughter). The item was 60.00. They only had one type, that was 119.00. They told me that they would take 5% off. That's it. What an experience. Never believe them when they say they have the item in stock. The employees of this whole store are completely incompetent. GO TO ANOTHER STORE. I will never shop at lowes again
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2 comments
Anonymous
#1366864

OP:

You are using a very broad brush to paint the employees at this location as completely incompetent just because the refrigerator you wanted was not in stock.

Is it really fair to point the finger at an employee who does not even work in the department where the refrigerators are?

How would you like it if this happened to you or to your daughter?

Anonymous
#1379231
@Anonymous

No matter who I spoke to, nothing was resolved... I even spoke to the store manager...you have no idea what you’re talking about...

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Review
#1096590 Review #1096590 is a subjective opinion of poster.
Service
Lowes Pick Up Service
Reason of review
Not as described/ advertised