Lowe's

I ordered a freezer online from Lowes on April 11, 2023. I scheduled delivery on April 17th. They were supposed to deliver it between 4 and 8 PM that day. They left me a message at about 6 PM that day saying they would not deliver it that day, and that I should call to reschedule. I called Customer Service the next day and was told that they scheduled delivery for the 19th between 8 AM and 12 PM. In the morning, the scheduled time, per their app, was changed to 4 to 8 PM. At 1 PM they called me indicating arrival and their waiting. I got there about 1:30 PM.

They had the freezer waiting by the garage door unpacked. When they placed it inside, one of the delivery drivers noted marks on the side of the freezer, while telling me that I should contact Lowes to get a discount due to the damage. I looked inside the freezer and saw only two shelves. I told him that it looked like shelves were missing. He told me that they only came with two shelves and that others had similar comments. After they left, I looked at the product specifications online and saw that it was supposed to come with four shelves. I immediately called Lowes Customer Service about these issues. After determining that they would have to return the product, I asked for a refund.

I then went to Best Buy’s website and purchased a freezer, which was delivered Monday April 24.
Later that day, about 6 PM, Lowes delivery drivers came and picked up the freezer I bought from them.

Lowes system showed them making a delivery that day and time, and not a pickup. I asked the driver if he had any paperwork for me and he said no. Someone else was here to witness them picking up the freezer. I have called Lowes Customer Service numerous times about this, including getting routed to the wrong department, and have even been directed to you at their Executive Customer Service Relations Department. This has led to messages going back and forth to voicemail, so I left you a message on April 27th that the remaining issue is that I have not received the credit for the return. This has still not been resolved.

I was told that I would receive a credit upon the freezer arriving back at their warehouse.
When I checked my security camera after the initial delivery, I saw that freezer without packaging. Why is that? Best Buy delivered my freezer in packaging and it was undamaged and intact.

Got called by Executive Customer Relations, but end up playing phone tag. So, I leave the contact specific voicemail on 4/27. Get no response. So, Sunday I spend my time writing a specific email. Get phone tag again on Monday, and an email to my email saying that I can try to call her or send an email. I just did. That's Executive Customer Relations...