Customer service has truly been impacted over these years. There are many times I leave a store and I’m questioning what has customer service come to. Well I had the same feeling after the horrible experience with Lowe’s. I will say that I was impressed with the gentleman’s knowledge of appliances at the Lowe’s in Atascosita, but that’s where it stops. He was very helpful with our final selection of the GE Front-load washer and dryer with pedestals. We paid for warranty, haul off of old, delivery of new and set up of new. Well on the day of delivery after they unpackaged everything and had parts over the driveway, they determined the front of one of the pedestals was broken. The delivery guy immediately was like we can take it all back and come another day. Remember we’ve been waiting on this one delivery all day during the delivery window. My husband was like no, we need our washer and furthermore you can note that the pedestal is broken and start the process of issuing a new one. That was too simple. It took 2 weeks later, 4 to 5 phone calls, transfer of calls to another department, and escalations, for them to deliver another pedestal that the delivery guy said he could not install as he was only paid to deliver. Lowe’s process is that you have to wait one day during you 5-hour window to get the broken part picked up. Then they have to process the return. Then they have to check the warehouse for the status of the replacement part. Then they schedule you for another day to deliver the part. I had to take off 2 days of my time for a pedestal to be replaced and then they didn’t or wouldn’t do the installation. My husband had to get help to lift and replace the pedestal himself. So that’s 3 days off of work for a delivery and service we paid for that was not rendered. That infuriated me and it still does. Thousands of dollars later spent just for them to be so nonchalant. It was poor customer service and had we not already spent money on the washer and dryer I would have taken my business elsewhere. If you have to choose, please consider another option. Lowe’s customer service has tanked. And they don’t care. I filed a formal complaint and do you think they’ve followed up? They gave me a case number and said have a nice day. Horrible!
