Re: Putting an end to complaints about " Lowes employees stealing your orders"
Many people have been complaining about Lowes employees "stealing" their orders on discount merchandise. It's at the point that people here commonly make snide comments in other threads about not even bothering to place an order at Lowes "because the employees will just steal the orders anyway."
I had quite a few experiences where I had delivery failures on merchandise that I had ordered, all because my order was mysteriously cancelled by an anonymous party. I ended up having every one of these orders get filled. How did I do this? I took the time and made an effort to voice a legitimate complaint with someone who cared about the problem.
Many people have suggested that making complaints to store managers isn't helpful because store managers are part of the problem. Many people have suggested that making complaints to 800 Customer Care doesn't work because 800 CC always defers to the store manager.
I tried making reports to store management, and to 800 Customer Care. Sometimes the problems were resolved, sometimes they weren't. Recently I contacted Executive Customer Support (ECS) when my other efforts had failed. They addressed every one of my concerns promptly and professionally. In every case I was totally satisfied with the outcome. I can't say enough good things about the person at Lowes who I have been dealing with.
The kinds of complaints that people have been making here have now been voiced to Lowes executive management, and they're actively interested in hearing from customers who have had similar experiences so that they can take care of them. If you think that you've been treated unfairly, all that you need to do is to voice your concerns to the right people. In my experience Lowes cares about customers and they're willing to bend over backwards to help the customer in cases like these -- even when it amounts to going to extremes to maintain their company's reputation and goodwill with the customer.
As Spn mentioned previously, if you have a legitimate concern then you have to take the time file a complaint with the the right people. If you file a BBB complaint it will be handled by Lowes ECS. In my experience, directly contacting ECS has resulted in every one of my concerns being resolved. In my experience you don't need to drag the BBB into this, if you just contact the right people at Lowes they will take care of any problem that you have. But they can't take care of you if you don't bother to take the time to report a problem to them.
I've contacted them on several cases where legitimate orders were mysteriously cancelled. In each case ECS provided speedy resolution of the problem and the merchandise was delivered as ordered. Every time. Even if the store didn't have any stock, Lowes corporate did whatever was necessary to fill my order.
The good news is that Lowes cares about you as a customer, and if you report problems to the right people they will take care of you.