Lowe's

Dealing with this Lowes store has been one top 3 worst customer service experiences I've had... and I have had some doosies over the years. We ordered a washer online on November 4th... after ours went out. We have a family of 5 and laundry piles up quickly, so we were pleased when we were scheduled for delivery on November 6th.

November 6th came and we were given a delivery time window... but the window came and went. Later in the day, we received notification that the store was rescheduling our delivery for the coming Wednesday.

My wife took off work to be home for the delivery on Wednesday. When the delivery window came and went again, we contacted the store only to be told this time that "the product was not in stock and they were having trouble with supply chain issues." I asked why we were given two separate delivery dates and actual time windows for delivery... and why the product was listed as in stock on their website if none of it was accurate. I complained that my wife had to off work and said had we known the product was not in stock, we would have gone somewhere else. The representative had no answer accept to repeat the supply chain issues and tell me it was listed as in stock because there is a floor model. He then said, let me be doubly sure about this and go back and put eyes on the stock. He took my phone number and said he would call me back shortly. But as of 10am the following morning, I had not received a call back.

So, I called back and asked to speak with a manager. I was put on with Bennett. Manager Bennett seemed authentically apologetic and interested in making things right. He researched me a comparable washing machine, gave me free delivery and installation, and free haul off of the old matching. In the process, he took my number and called back three times to confirm various things. He rescheduled the delivery for 11/18 (yesterday). Given Bennett's responsiveness, my wife and I were hopeful we would have a washer on 11/18.

Once again, yesterday, we were given a time window of 10-2pm for delivery. My wife and I had to jump through hoops to make sure one of us was here at all times. I called about 10am to make sure they were on schedule for delivery and was told - "yes, the product it is on the truck and you are stop #8. The truck left the store a little late, so it will be closer to the end of the 10-2pm delivery window you were given."

When they still had not arrived at 4pm, I called again and was told this time — "It looks like the product was not loaded on the truck." WHAT?!? I asked to speak with Bennett who had helped me get the new order setup. After a long hold, Bennett came back and apologized, saying "The product was not put on the truck because the delivery company only delivers to my area on certain days and he was not aware of that when he scheduled our delivery."

Absolutely at wits end now, I asked to speak with a higher level manager, and was put on with Carlos (Assistant Manager). After explaining the situation AGAIN and expressing absolutely upset I was, Carlos did some digging and came back with a new version of what happened. This time, he told me, "Your product had to be on the truck because a delivery ticket was printed. The ticket would not have been printed were that not the case. But, we use an outside contractor for delivery and when they see a Maryland zip code, they sometime don't do the delivery if they don't feel like going that far."

WAIT WHAT DID YOU JUST SAY?!? Now my frustration and patience were gone and I was livid. I told Carlos that while I appreciated his honesty, what he told me is simply unfathomable to hear from the manager of any company, let alone considering the circumstances that his customer had already experienced... and the multiple variations of stories I had been told. Carlos told me they would be happy to "compensate me for the inconvenience once the delivery was completed and the product was delivered in good shape." He arranged for Sunday delivery (i.e. tomorrow).

This morning, we received a voicemail from someone at Leesburg Lowes saying, "It looks like our delivery truck ran an hour short on time yesterday and could not make it to you. We now have you scheduled for delivery on Sunday. Please call to confirm delivery."

WAIT WHAT? That is now the 5th version of what went wrong yesterday with our delivery. And, besides, why do I need to confirm delivery?

As I write this, I have been on hold for 50 minutes trying to confirm the delivery that Carlos (the Assistant Manager) arranged yesterday with a very upset customer. COMPLETE AND UTTER INCOMPETENCE FROM TOP TO BOTTOM! I have ZERO confidence our delivery will happen tomorrow. The only reason I am seeing this through is because of the compensation I was told they would give us. If I walk away now, not only willl I likely not see that compensation, but I will be back to square one with another company and who knows how long that will take. Just unbelievable!