Lowes Rant

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Swagopenturner

Swagopenturner

Member
Joined
Sep 18, 2013
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777
Location
Childress, Texas
OK, this is just a personal complaint about Lowes on-line ordering.
I usually like buying from Lowes on-line. Lots of products to choose from, competitive prices, fast delivery even for those of us out in the boonies. However, I spent yesterday morning filling out a $3000.00 order for floor and wall tile for a customer who wants to renovate two bathrooms. Get to checkout and pick truck delivery (can't get to the closest store and free delivery was not available). Put all the other info in, went to place the order and the computer said Truck delivery was not available (even though it was checkable). After talking online with the "Chat woman", even she could not understand why it wouldn't let me order. Now my customer has to drive to Amarillo (175 miles each way) and pick up his own materials!
Maybe I'll try Home Depot next time!
 
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So why would Home Despot be any better?

I had a similar problem with Big Orange - ordered a microwave oven on-line to replace the original installed by the home builder. Theirr web site offered the option of installation, so I bought that also. After they delivered the microwave, they informed me that they didn't install them, and couldn't explain why their web site even offered that option.
 
Yep, both stores are the same. Sometimes in order to have delivered you have to order a slew of the same thing even though you only want one. Monopolies hurting the economy.
 
I prefer to shop my local lumberyards. There is nothing in lumber or hardware that they cannot get. When I walk in, the owners greet me, sit down and order a load of $100 or $10,000 and get royal treatment. The employees know the difference between pine or maple, a box nail or a finish nail.

When the locals are gone, you will be at the mercy of the big boxes where you are not a prized customer but a profit statistic.
 
dogcatcher said:
I prefer to shop my local lumberyards. There is nothing in lumber or hardware that they cannot get. When I walk in, the owners greet me, sit down and order a load of $100 or $10,000 and get royal treatment. The employees know the difference between pine or maple, a box nail or a finish nail.

When the locals are gone, you will be at the mercy of the big boxes where you are not a prized customer but a profit statistic.
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I agree. I did this also last summer. Ordered all my oak doors and trim. I have been using this company for many years. There was a slight delay in the order for my large bifold closet door set but told them not to worry I have plenty of work before I get to hang it. I just left the rough opening and worked around it. I did buy the sheetrock from Home Depot but never dealt with any employee. My brother helped me load and get it in the house and helped me stand them up. I screwed a few screws in to just hold up and went back a few days later to screw the boards off. I just need to tape and finish them.
 
bsshog40 said:
The customer service in-store is pretty much a joke for both stores. It's like employees run and hide if you look like someone needing help!
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Can attest to this... No training anymore. People are hired and put on the floor without teaching them store layout, product placement, or anything about any of the products. Very occasionally I encounter the old guy who knows tools like the back of his hand, but its very rare.

We used to have a few ACE Hardware around here. Never did I ever enter an ACE and have problems finding someone who knew their store, and every product in it. Every one of them is gone now... 😢
 
jrista said:
Can attest to this... No training anymore. People are hired and put on the floor without teaching them store layout, product placement, or anything about any of the products. Very occasionally I encounter the old guy who knows tools like the back of his hand, but its very rare.

We used to have a few ACE Hardware around here. Never did I ever enter an ACE and have problems finding someone who knew their store, and every product in it. Every one of them is gone now... 😢
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We still have them all over the place, even in West Fargo!
 
bsshog40 said:
The customer service in-store is pretty much a joke for both stores. It's like employees run and hide if you look like someone needing help!
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Funny thing, when I worked for Lowe's in Athens, TN in hardware, had a customer ask for some help, so I helped him... when he first approached me his basket was empty and the more we talked the more he realized his needs... after about 30 minutes he had 3/4 full basket.... one of store managers told my supervisor I spent too much time with customers.... go figure.

BTW, I was in management at forwarding companies doing international shipping.... we are only a service company as you can do everything we do yourself and have no real need for a forwarding company.... for 40 years I was in customer service. The customer you're talking to is the most important customer you have.
 
TellicoTurning said:
The customer you're talking to is the most important customer you have.
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I was in engineering, and I fully agree with your comment.

As I told my colleagues at my retirement luncheon, a bad day with a customer (and I can recall a few really bad days with customers!) is better than any day in the office.
 
TellicoTurning said:
Funny thing, when I worked for Lowe's in Athens, TN in hardware, had a customer ask for some help, so I helped him... when he first approached me his basket was empty and the more we talked the more he realized his needs... after about 30 minutes he had 3/4 full basket.... one of store managers told my supervisor I spent too much time with customers.... go figure.

BTW, I was in management at forwarding companies doing international shipping.... we are only a service company as you can do everything we do yourself and have no real need for a forwarding company.... for 40 years I was in customer service. The customer you're talking to is the most important customer you have.
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I can relate to this. Many times I wear my Local Union electrician shirts and maybe shopping in electrical isle and get stopped and asked questions. I try to help if I can.
 
TellicoTurning said:
Funny thing, when I worked for Lowe's in Athens, TN in hardware, had a customer ask for some help, so I helped him... when he first approached me his basket was empty and the more we talked the more he realized his needs... after about 30 minutes he had 3/4 full basket.... one of store managers told my supervisor I spent too much time with customers.... go figure.

BTW, I was in management at forwarding companies doing international shipping.... we are only a service company as you can do everything we do yourself and have no real need for a forwarding company.... for 40 years I was in customer service. The customer you're talking to is the most important customer you have.
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How can you possibly spend too much time with customers? Isn't that THE definition of the job? 🤣

I agree though, the customer you are talking to is the most important customer you have.
 
I worked at Lowe's here in Cleveland, TN. Working there, I can find most everything I need on my own. They did rearrange the store so a few things require a small search. I don't have big orders but most of the time can find someone to help. Red vests are a giveaway. We still have an Ace Hardware in town. Their customer service is outstanding. People wait by the front doors and ask to help. They will either point you in the proper direction or escort you to the department.
 
jrista said:
How can you possibly spend too much time with customers? Isn't that THE definition of the job? 🤣

I agree though, the customer you are talking to is the most important customer you have.
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Not when you are talking about the customer's hot rod he has and you go outside to look at it for 15 minutes.
 
What's kind of funny also, I'm retired and applied for a part-time job with our local lowes. I'm a big time dyi'er and have done just about everything from electrical, plumbing, wood working etc... Told the manager I could be very useful for customer service. I've been in this store several times and never gotten any help or asked if I needed help. Was told "sorry, we need a wknd night person for stocking". I walked out. Lol
 
This is what the death of small businesses in favor of the big box stores looks like. Impersonal on every level. Its very sad...
 
I'm glad to see I'm not the only one having problems.
I did go to all the local hardware stores, but they have all stopped carrying tile - too expensive to keep or even order!
I do remember walking into a big box (HD) store a few years ago and asking an employee where the hammers were. He didn't know what they were! And just left me without trying to help.
I used to have a very large budget while in the military, and always valued customer service above all else. Don't see it very often anymore.
 
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