Lowes Reviews, Complaints and Compliments

madinjoetown says: (4 months ago)

 0

July 15, 2009



I am writing in regard to my father, who lives in St Joseph Mo. He purchased a New Husqvarna riding mower, as well as additional parts, including a 48 inch snow blade and a grass catcher/bagger for over $2300.00 from Lowes here in St Joseph Mo. The snow blade had to be ordered. It came in, my father had to pay shipping for it. He unpacked it and the cable that is supposed to be included, was not packaged the way the rest of the items in the box were and he subsequently found it was the wrong part. He immediately contacted the Lowes where he purchased it. He did not get very good service and no real answers by phone, so he took his book, and the incorrect part in to explain in person. That is why I am writing. What kind of service is this Lowes store supposed to provide to a customer, who purchased something and through no fault of their own, did not receive all that was supposed to be in the package? He spoke to a manager, who said they have the part right there in the store, then they said sorry they can’t give it to him. There was something about a “yellow sheet” and it must be sent in, etc. Then he was told that they were so sorry, that they will put his name on the part and ship it right out to him. They took his information, but the part did not come. When he called back, he was given a whole new story. The next manager, “Dave” told my father that he was so sorry, they were shipping it on Monday,(that would be last week) and that it would come directly to my father’s home and “Dave” said he had the tracking number. This is the number my father was given: #wm52718. First of all, it is NOT a tracking number, and when I searched it on the internet it comes up as an invalid part number. So when the part never did arrive, my dad called again, this time, he got a different “Manager” named “Dennis” he told my father that the plant where this part ships from was “closed down for 4 days for the 4th of July”. When my dad said he didn’t believe that, they next said that it was closed down for 3 weeks for “inventory”. Also sounded like a bunch of “who shot John” or nonsense. It is a good thing dad didn’t wait until he needed the blade this winter to discover this error. That mower is sitting in the middle of his garage in his way. He wants to get it all ready for winter and can’t proceed because he is missing the needed 3 foot long cable. This is the missing part: Control Cable Assembly part number #49808 reference number 23

The lawn tractor is model number YTH20K46

The model number for the grass catcher/bagger is H246SL

And the model number for the 48 inch snow blade is 490-900B-0030

And below that number is this one 45-0429-669 This store seems unable to correct the situation in a timely manner. He will no doubt buy his items at a more reputable company where they send the correct parts and when they happen to make a mistake and leave out a needed part, they take care of their customers. Following up to be sure it is done promptly. Lying to customers and giving phony tracking information is unacceptable. We are all pretty upset that our father is being treated like this. Is Lowes the kind of company that wants to be associated with treating the elderly in this way? This behavior is just not acceptable.