I went to Lowes and ordered carpet 3-19-11. I was given a date it would come in. Everything went according to plan. Once the carpet came in the installer called me to set up a date and time. We agreed on 3-30-11. He said he would be there a little after 8. I told him I had a doctors appointment at 10:15 and I would leave and come back. He said it was fine as long as I was there to sign the paperwork.
The date of the install came and I waited until 10:00. Still no installers. So I leave a note on the door with it unlocked. It said to go ahead and start the install. I came home after my doctors appointment to find out half the house has already been installed... with the wrong carpet. I told the installers it wasnt the right carpet. He called their boss, who called Lowes, Lowes told him to let me know I need to go in the store and talk to a manager. Lowes did not call me. I went into the store and rquested a manager. A lady came, I explained to her the situation. She said they would fix it and left it at that.
I called back later in the day to ask when it would be installed, they didnt have an answer for me. I also learned I never spoke with a manager. So I hired a baby sitter and went into Lowes that evening. Finally a manager came. He told me they can rush order the carpet and install it the next day they got it. I explained to him I took a personal day and hired a baby sitter. He said he can give me 200 dollars back (still didnt cover what I lost). I also explained to him my furniture was in my basement and new couches ordered to arrive after the carpet was installed on purpose. He gave my the "we are sorry" rountine.
The next day they called me and told me the right carpet would come in Wendesday 4-6-11. They also told me my refund would go back into my bank account. The following Monday 4-4-11 I got a phone call saying they couldnt do the refund like that and I had to come into the store to get the partial refund.
Wendesday 4-6-11 comes around and I get a phone call from Lowes. It was an automated voice telling me my order was ready for pick up. Good! My carpet is in! Except I never received a phone call from Lowes to let me know an installer was coming. I decided to give them a few days.
The following Monday 4-11-11 I still havent heard from Lowes, so I decided to go into the store. After all, I need to get my 200 dollars. I give them my name and explain the situation. They told me they didnt know what I was talking about. Then they insisted I return in 2 days when the manager who was handling the situation would be there. I asked what was going on with my carpet. They once again did not have a clue. I then asked for the store manager. They said he was unavailable at the time. I left them my number to have the store manager call me, and if he couldnt, then the district manager.
Later that same evening I called into Lowes since I still didnt receive a phone call. I asked for the store manager. He was no longer there. I talked to another assistant about the situation. She looked it up and told me my carpet was there and she would have someone call me tomorrow (tuesday).
I decided to write corprate an email. Enough was enough. I told them I wanted the store manager to call me. Tuesday 4-12-11 comes and a lady from Lowes called me and said she gave the information to the contractor. I told her it was suppose to be installed the next day. She said they will do what they can. I asked about my refund, she said it would go back into my bank account (make up your minds already). The contractor called me and told me he could install it next Tuesday 4-19-11(a week).
Thursday 4-14-11 Lowes replied to my e-mail telling me the store manager would call me within 24 hours. Friday 4-15-11 I receive a phone call from Lowes. Its a manager. I explain the entire situation, he told me they are doing the best they can. I then asked if he was the store manager. No, but he is an assistant. WHAT?! Why cant I get a hold of this store manager?! I told him I want a call from the store manager and hung up. 20 minutes later the store manager called me. I explained to him the entire situation. I also told him my friend text me a few hours ago asking if Lowes is a good place to get carpet. I also told him I was buying a countertop and his actions would make the out come on what I tell my friend and where I but it. He pretty much said sorry and he would make sure I got my 200 bucks back. The carpet is still not installed.
Oppurtunity knocks! He had a chance to fix the situation and make me happy. He could of said "How about this, you give Lowes one more chance and buy your countertop here. Ill give you 10 percent off. Lets give it another shot". Nope. Im not wanting a full refund on 3100 bucks of carpet and padding. But come on, not even 10 percent of my money back? Make the customer happy. I wont buy so much as a screw from Lowes.
Monetary Loss: $3100.