The Cellar - Lowes and Whirlpool

This is my wife's letter to Lowes detailing our experience with the storm door which was ordered 70 days ago and is still not installed. For public posting I have changed the names to initials to protect the guilty. I sent it as feedback on one of their site forms on Monday and still haven't heard back. :mad:

Quote:

On April 19,2005 I went to the Lowe's store located at 3100 Brandywine Parkway, Wilmington Delaware to purchase a Pella Rollscreen Storm Door to be installed by your installers. I was told before a door is ordered the store sends someone out to measure the door. MC came out to measure on April 26,2005. Since I had not heard from the store I went in on April 29,2005. My paperwork was still in the back. Sales representative KM called and my paperwork was brought out. The door I chose was the Pella Midview Hartford.She told me the door I chose needed to be ordered because my front door was larger than the standard size front door. I told her that was fine. I went over color with her three different times. I told her I wanted a brown door. MC called to let me know the door was delivered to the store on May 10, 2005 he told me he would probably have it installed until the following week. He made a point of telling me that LOWE'S GIVES HIM LARGE JOBS AND SINCE INSTALLING A STORM DOOR IS NOT A BIG JOB HE TRIES TO FIT THEM IN THEM EITHER FIRST THING IN THE MORNING OR LATE AFTERNOON IF HE GETS DONE EARLY THAT DAY. When I didn't hear from him I called him on May 20,2005. I wanted to be home when the door was being installed.I was gong to be out of town the following week and asked him to install the door the week of May 30,2005.

On June 10,2005 I called MC again because the door was still not installed. He told me it was going to be a couple more weeks. I told him I wanted it in by the end of the month. On Saturday June 25,2005 my husband called Lowe's and spoke with manager MT after speaking with MC he said the door would be installed Monday morning. On Monday June 27,2005 MC came to install ,but it was the wrong door. I called the store and spoke with KM. After looking at her records she insisted the door I ordered was white I told her I would never have ordered a white door ,because it doesn't match the siding of my house. She tried to talk me into taking the white door claiming I will get condensation in between the glass and the door if I get the dark one. I told her I ordered a brown door and want the brown door delivered. She said she would order the new door and give me a 10% discount on my next purchase. I asked her to take it off this purchase she told me she couldn't, because she had to pay for the new door. She asked me to come into the store and sign new paperwork.

When I got to the store I asked to speak with manager MT he was not in. I asked to speak to the manager that was in duty. DW was on duty I explained the situation to him showed him my paperwork and reciepts he told me I had the wrong paperwork. I told him this is what I was given I also told him I have the store register receipts, if I was supposed to receive other papers it's their responsbility to figure things out, a door was ordered and come in wrong. He kept insisting it was the right door ,but the wrong color and not the wrong door. I told him this was not the door I ordered I ordered a brown door not a white one so however you look at it, it's the wrong door for me. He told me he couldn't refund the "wrong" door until MC brought the door back to Lowe's which won't be until tomorrow then they will reorder the door. I asked DW if there was going to be a difference in price from the original order I was told it was a more expensive door,but he would give it to me at the price I paid for the other door. He also agreed to take the 10% off this purchase.

When we went back to the area in the store where the doors are located DW printed out a sheet for me to review. I told him I chose the Pella Midview Hartford Door not the Pella Midview Helena Door. KM told DW you can't get that size door in the Hartford you have to order the Helena . That was another unexpected surprise. DW asked her to write up the order as he requested giving me the original prices I was quoted plus the extra 10% off the Helena. She refused to do it she did't want to be responsible for that price quote. DW said he would take care of it. I will have to make another trip to the store to make sure all paperwork is finalized and correct.

I thought Lowe's had a better Customer Service Department than Home Depot. My experience has been anthing but pleasant. Both of these stores are of equal distance from my home. In the future I have no desire order anything from Lowe's that has to be delivered and installed. Your store representives are putting the blame of their mistakes on the customer. What ever happened to the customer is always right and service with a smile.

The door was returned yesterday. They told us the new door would take 'two weeks'. Since the last 'two weeks' turned into two months, we will see how this turns out.