Complain about a product or service

Lowe's - Special Orders

Rosemary of Parkersburg WV (11-10-04):
On Oct 25 2004 I ordered an Aqua Glass tub/shower, PO# 54779. I was required to pay in advance of order, which I did -- a total of $36l.53. Later, on Saturday November 6, I received a telephone call to tell me that my order was in.

Lowe's • Products • Special Orders • Floors • Kitchen Remodeling • Low Price Guarantee • Credit & Billing Problems • Credit Denied • Chargegard Credit "Protection" • "No Interest" Deals • Rebates • "Protecting" the Dead -- • Home Depot, Lowe's Settle Credit Card Suit

I called that evening about picking it up. I asked the person how soon it had to be picked up and he said they would hold it for 30 days. I then told him my husband would not be home until the 20th, but, that I would get with my son and we would make arrangements to pick up the tub/shower within the next couple of days. The person said that would be fine, but, I would need to be sure and bring my sales receipt as they would need the PO# number to make sure I got the right tub/shower.

On Monday November 8 my son and I arrived at the Marietta, OH store at about 3pm, and son gave the person at the counter the receipt for the tub/shower. The employee did some checking and said someone was taking care of getting it. We waited for over an hour. During that time the a couple of different people working behind the counter said they were still looking, but were having a problem finding the tub/shower.

Finally, a manager came up and said my tub/shower had been sent out on a truck to a new home construction site. He then supposedly called the woman who was having the house built. After their conversation he relayed to us that she was going to go over to the construction site the next morning and check it out, then and call the store manager back.

Sometime before noon today someone from the store called my son. My son was told that my tub had already been installed in the woman's new home at the construction site, but that we could have the tub ordered for her job, which was different in that it was 36" instead of 32". He also said that although it was a more expensive tub, they would give it to me for the same price as what I paid for the one I had ordered, and they would even deliver it free. My son told the person he would get with me to see what I wanted to do.

We went back to Lowe's today at about 4pm so I could see this replacement tub. We asked for a manager and they sent a customer service rep, who did try to help us find the tub they were offering in exchange for the one I ordered. When he was not successful in finding it, we ended up having to look for a manager. We followed him from one end of the store to the other looking for this other tub. Finally, we ended up outside, where it had been loaded up on a delivery truck. On the outside of the plastic wrap of this aqua glass tub shower was the name "Trent Schmidt" written in black magic marker, in big letters. The tub was not the same style I ordered and it was too big, therefore unacceptable.

So, back to the bathware dept we went so I could try to figure out what to do. The options given to me were 1. to accept this tub that was supposedly more expensive, but was not at all like what I had to pay in advance for to special order and was the wrong size. 2. Re-order another tub or 3. Take a refund of my money. Option 1 was out...wrong style, wrong size, therefore wouldn't work. Option 2 could be done except I needed the tub/shower by the 20th of the month -- my husband only gets 10 days a month off from the 20th to the 30th, and he is doing this project by himself. The salesman in the dept said had no idea how long it would take to get it. It took 12 days for the first one, but he didn't think that it would be in by the 20th of this month. Option 3, the refund, would not solve our problem as we have to have a tub/shower, so I told him to go ahead and place the order.

What I want to know is how and why did my tub/shower with my PO# number end up with a contractor, if the receipt is required so that it can be verified to make sure the right person gets the right order? I realize contractors often have accounts with home improvement centers so they don't have to pay up front, and I have no problem with that. Still, that should not make them so privileged that the merchandise that they take out of the store is exempt from being checked any less thoroughly than for someone who has to pay in advance and show receipts at pickup time to make sure they are not getting someone else's merchandise. Nor should they ever be allowed to trade for merchandise ordered and paid in advance for by regular customers for any reason.

The other man's name was on his merchandise. Was our name on ours then? I would assume it was, after I had talked with the person about picking it up and him telling me it would be there for 30 days. The name Schmidt looks nothing like the name Francis and surely a contractor would know the name of the person he was working for.

So, the merchandise arrives on Fri, I received a call on Sat and returned the call that evening. We arrived at the store to pick up the merchandise at 3Pm on Monday and find that it has already been sent out on a delivery truck. And, before noon on Tue the merchandise has been installed in a new home site project.

I am very angry and very upset. I feel like I have been taken advantage of by the store personnel and the contractor. I feel like they gave the contractor preferential treatment at my expense, either inadvertently or purposefully, by not making sure the PO# was verified before the merchandise was loaded.

Did the contractor make his deadline at my expense? Did someone in the store help him get my order. Go figure! The other woman got her job done with merchandise that I paid for. Meantime I have no clue when I will receive my paid in advance, arrived and given to a contractor with a job to get done, replacement merchandise re-order. Or when I will be able to get started with my job. Who wouldn't be upset?

Debra of Sicklerville NJ (11-09-04):
I ordered kitchen cabinets from Lowe's on 9/19/04. Lisa took the order wrong, then she forgot to order the pull-out shelves. She has ordered them wrong three times. She also hung up on my contractor when we tried to have her correct this problem.

After all of this, I was told that they would be ordered again express delivery and would have them in a week and a half. Well, it's going on three weeks and still no shelves. I called the store and spoke to department manager Chris, and then to store manager Mike, who asked me "How can four shelves be making your life so miserable?" Then I again called and spoke to another store manager Frank, and he informed me that my shelves wouldn't be in for at least another week. So we are now talking four extra weeks for my shelves, which should have been here with the original order the second week of October.

I have MS, and had two surgeries, and this was supposed to be over before any of my surgeries. I'm living out of six boxes because I have no shelves. It is very difficult for me since I'm using a walker to get around.

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