TERRIBLE CUSTOMER SERVICE. SITUATION SHOULD HAVE BEEN HANDLES WITH WAY BETTER COMMUNICATION. I went to my Lowe's store last week Wednesday with my man to purchase a new stove as ours had stopped working. We could not get there until 8pm as that's when he got into town from work. We already had the stove selected and all we needed to do was purchase, we were ready to go. Once arriving in the appliance section, there was one associate who was helping another couple, fine we could wait a few minutes. Well, 20 minutes later and still no help, I made my way up to the customer service desk where of course there was no employee, I then had to look around to find one. After I did, I asked if someone could be sent to the kitchen appliances to help us and she made the announcement. When I got back to the appliances section, there was another associate there who must have been called to assist the other people, and then he left. So we waited another 10-20 minutes for the other people to be done. Finally, we were assisted after getting no additional help. We put the order in for our stove, asked for delivery, were asked to CHOOSE our delivery day and I selected today, Monday June 3rd, as I would be working from home, which is not typical availability for me. I made it clear that I would like the stove to be delivered before 3pm if possible since I had an appointment scheduled. and when asked which communication method I preferred I said PHONE. They informed me that I would get a call the day before the delivery to confirm a window of time. Great. Fast forward to today, I have gotten no call to tell me a time window for my delivery, so I try calling this morning. First of all, the number listed for the business is automated and would not let me talk to a human. So I find the number for the "pro service desk" I call and they transfer me to the customer service desk. I wait on hold for 20 minutes and then my call gets dropped. I call back and this time when they transfer me, the phone rings for a few minutes and then hangs up again. At this point, I go to check my email, to see if they have sent me anything. (note: the email address they had on file for me is one that I do not check often, looking back, I should have had them change it, but we were wanting to get out of the store at that point.) Sure enough, there is an email there, I open it and turns out it was sent the day after we ordered our stove, so, that Thursday. The email states that there was a change in our delivery and that we would now not be getting this stove until JUNE 14TH. TWO WEEKS WITHOUT A WORKING OVEN. ARE YOU KIDDING ME? After not getting through on the phone, I finally drive over there. When I walk in, there are at least 3 associates by the customer service desk. A lady helps me and I tell her the situation, she checks my order number and says they had to order the stove from another store. I kindly ask why this was not communicated to us either when we were in the store or over a phone call. She responded basically saying that there system tells them when an item could be in stock, but in this case our item was not. and that she was not sure why they did not give me a phone call about this. I confirm with her that I will be getting a phone call the day before the new delivery date to confirm a window of time and she said yes and that she would put in my order notes that I would like a phone call. I tell her that I had originally selected a phone call method of communication. she apologized for the situation. BOTTOM LINE IS- THIS WAS ABSOLUTELY RIDICULOUS AND DOWNRIGHT SHITTY CUSTOMER SERVICE. ANY CHANGE IN THE DELIVERY OF MY LARGE APPLIANCE SHOULD HAVE BEEN COMMUNICATED TO ME VIA PHONE CALL. THEY SHOULD HAVE CALLED TO STATE THAT THIS ITEM WAS NOT IN STOCK AT THEIR STORE AND THAT THEY WOULD HAVE TO ORDER ONE IN. ALSO, WHY ARE THERE NO ASSOCIATES ANSWERING THE PHONES. read more
