Lowe's

A bit of background on the purchasing/installation process is required to understand the problems... Step 1) The customer first meets with a Lowe's representative to select and order the products to be installed. Step 2) A plumber comes to the house to inspect the current plumbing. Step 3) The customer then returns to the store to make final payment. Step 4) The plumber returns to complete the installation. Lowe's failed in a number of small ways that collectively made for a very bad experience. Here's the list: - I work during the day, so before I ever bought anything I asked if installation could be performed on a Saturday or weekday evening. I was told "oh, don't worry...they'll work with you on that." When the plumber called to schedule the installation he told me he doesn't work evenings or weekends. He was surprised when I told him that Lowe's had told me we'd be able to schedule an evening/weekend installation since he absolutely doesn't work during those hours. I had already paid by then, and I ended up having to take the day off work for the installation. - I was told that we'd get free basic installation if we purchased a certain water softener (a $69 value). We found out later that our plumbing required additional installation beyond what is included in the "basic." Naturally, I assumed that the $69 would be applied towards my total installation costs. Wrong. Lowe's voids the discount and charges you full price if you require anything more than a "basic" installation. - We were offered a slightly used water softener for a discount of around $50 during our first visit (step 1 above). When we returned to pay for the unit after the plumber had inspected our home, a $35 fee was added to the price of the softener because the contracted plumber has to drop by the store to pick it up instead of using his own stock. I understand that the plumber needs to get paid for this, but Lowe's didn't tell me about the $35 fee when I agreed to buy the used model. This is a $1000 unit...why would I buy a used model when I'm only saving $15? No one thought to tell me about this when they were telling me what a better deal the used model was. - I completed my initial order on a Saturday (see step 1 above) and was told that I'd receive a call from the plumber to schedule the plumbing inspection (see step 2 above) the following Monday morning. No one called. I called Lowe's on Monday evening and they said to expect a call on Tuesday. No call. I called Lowe's again and was told to expect a call Wednesday morning. No call. I called Wednesday evening and they said the plumber would call later that evening, which he finally did. When I spoke with the plumber, he told me Lowe's had no way of knowing when he would call since he receives the order through a computer network that isn't visible to Lowe's. - The plumber is required to come to the house before the installation to inspect the existing plumbing (see step 2 above). This service costs $35, but is credited toward your total bill if you go through with the installation. When I showed up to pay for everything (step 3 above), the $35 had not been credited to me on the invoice. Lowe's should be on top of these sorts of details. I shouldn't have to be on guard just to make sure I get what's owed to me. - When I returned to pay for everything (step 3 above), the invoice needed to be reworked because of a few errors on their part, as well as my decision not to buy the used model due to Lowe's deceptive pricing (as explained earlier). It took them over an HOUR to fix the invoice. Remember that I came into the store only to pay my bill. I should have been in and out in 10 minutes. At one point, three Lowe's employees were huddled around the computer trying to figure out how to fix the invoice. They directed me to stand in the checkout line when they finally fixed the invoice. They require you to sign several contracts as part of the invoice, and since I was in the checkout line with other customers waiting behind me, I was pressured to sign the documents without proper time to look them over. - The day after the plumber installed the water softener, I lightly touched one of the pipes joints that he had soldered. The pipes instantly separated and water started spewing all over my basement floor. Apparently the pipe was not soldered properly by the Lowe's plumber, and it was on the verge of bursting right up until I touched it. My basement would have been completely flooded had the pipe burst while I was at work. The plumber didn't have an explanation for what went wrong, but he did promptly come back to fix it. - When I looked over my receipt when I got home, I discovered that they had overcharged me by $50. The receipt was not itemized, so I had no way of knowing where they got their numbers, but the price on the itemized invoice did not match the receipt. I went in and talked to the installation manager (John) about the problem. I attempted several times to show him how the invoice didn't match the receipt, but he completed ignored the figures I was showing him and instead tried to convince me how the bill was correct using some very questionable logic. I continued trying to show him the figures that I had calculated (which was simply the sum of the itemized prices on the invoice compared to what they charged me). I was not accepting his bogus explanation, so finally out frustration he waived his hand at my paper and said "I don't even know what your point is with all of this." I explained to him again that I simply added together the itemized prices on the invoice and that what I was charged was greater than this figure. He finally consented to add up the invoice numbers himself on his own calculator, and when he saw that I was charged more than this amount, he stared at my receipt in silent disbelief for about 7 seconds. At this point he finally agreed to refund the amount that I was overcharged, but it took me 10 whole minutes to convince him to listen to my side of the story and allow me to show him how I had been overcharged. Very poor customer service. - I met with this same installation manager (John) to discuss all of the problems I experienced. I explained to him that all the Lowe's reps were very polite and courteous, and the problem seemed to be due to lack of proper training. At this point, he rolled his eyes at me. I called him out on it and told him that I saw him roll his eyes at me and asked if there was a problem. He gave me a dry apology and asked me to continue talking. Each time I explained a problem, he would dryly say "uh huh". I'd briefly pause and look at him before explaining the next problem to give him a chance to respond, but he didn't show any sympathy or understanding whatsoever. When I finished explaining, he told me that some training had taken place recently and these things shouldn't be a problem in the future. He never specifically addressed any of the individual problems I experienced nor told me how the training would fix those problems. On my way out, he told me that if I ever had problems with a Lowe's installation in the future, that I should call him directly and he'd take care of it. He completely missed the point that there shouldn't be problems like this. In summary, I will never arrange another installation through Lowe's because I didn't observe any corrective action that would prevent these same problems from happening again in the future. To make matters worse, when I set up a meeting to discuss my grievances with the installation manager, he didn't even attempt to address or acknowledge any of the specific problems that I experienced. He showed no sympathy for what I'd been through, and even rolled his eyes at me when I first began to explain the problems that I had experienced. I will never do another installation through Lowe's again.