I think I had a Lowes story earlier in the thread, but if not here's the basic story. Ordered and paid for a bookcase, told it would get there in 5-7 days. Two weeks later, no calls from them, so I call. "Not here yet." I call a week later. "Yeah, we were just about to send it back. It's been here almost 3 weeks. We called several times, but you never responded." Complete and total lie -- I was a SAHM, and the phone had an answering machine.
Hop in the truck, go to Lowes. Customer service takes the receipt, says "It will be right up." Half an hour goes by. "Oh, yeah, I told Jimmy to do it, and he's gone off shift now. I'll send someone else." Half an hour goes by. "We can't find it, but we're still looking." ANOTHER half an hour goes by, and by then I'm spitting mad, so when the manager wanders by, I grab him. I'm afraid I was not polite. Instead, I let him have it with both barrels. He apologized profusely, went to the back himself, and had it out in 5 minutes.
Honestly, when you KNOW that a rival chain has a store less than a mile away, why do you screw over your customers like that? We've been to other Lowes, but not that one.
If you mean Home Depot, I promise, they're just as bad. I work w/ Lowes and Home Depot stores every day all across the US, Ontario, Nova Scotia (and surrounding provinces), they all suck. You can find good people that are very good customer service wise, but they're rare in my experience.
Today's a good example of what I deal with every day. Note, this all happens at about 3:58pm local time, the store I'm calling is in the same time zone. Call a store to confirm if a part has come in. Get bumped around to the operator and tell her what I need. She says "let me get you to receiving". A girl answers the phone. I tell her who I am, my company name and why I'm calling.
Her: Well, who is it? (meaning, who's the part for)
Me: Jane Smith
Her: *snotty tone* I don't know who that is.
Me: I have an RP # if that would help.
Her: *big sigh, snotty tone* I'll transfer you to receiving.
Me: *super polite, though I was VERY VERY annoyed* That would be great, thank you!
Her: *sets the phone down and walks off*
I set there for about 30 seconds and then hung up. By now it's 4:02. Call back and everyone in receiving is gone for the day.
As a customer - I avoid both stores like the plague. DH can deal with them, I will not.