Bad Lowe's In-Store Pickup Experience
Just wanted to share my experience with Lowe's online order process with in-store pickup. Normally I've used the free parcel shipping in the past but now with the $50 minimum order, I figured I'd just drop in as I pass by during the commute to work. Here goes:
Placed an online order in the evening of May 7. Received an email that it was ready for pickup May 9th.
This was a bit disappointing as their website indicates a typical 1 hr window for readiness. The item was small and in stock - door lock hardware, not large lumber, etc., where they ask for 24 hr timeframe. Oh well, I got over it, life goes on.
Anyway, I arrive at the Lowe's store for pickup May 11 and they have a look at my online receipt. They then proceed to place a storewide announcement for "customer pickup". 15 minutes pass ... nothing. I ask the customer service rep again what's going on. They say that the 'guy' is not available. Then they make another "customer pickup at the front" announcement. Another 10 minutes pass ... nothing ... still waiting. At that point, I give up. I had to be somewhere else in 30 minutes. Luckily, I work 15 minutes away from the store, so I'll come back tomorrow when the 'guy' is available. As I leave, I ask if they can just hold my order at the front customer service desk for tomorrow. The rep then says to 'call ahead' and they can have it ready. What the heck, I just asked you now to hold it upfront for me for tomorrow. Oh well, had to run.
The next day I arrive and the store is not as busy as yesterday ... great. Same routine, "customer pickup at the front" and wait for 5 minutes. This time an asst. manager is right there. She says the usual 'guy' is busy and to find someone else to help the customer. Hold up ... I ask the asst. manager, "I received an email indicating that the order is ready for pickup is it not? Why don't you have it up front for pickup?" She says "we do, 'll go check". Then she proceeds to open a locker and looks for two minutes and asks my name again and says it's not there. The asst. manager proceeds to walk away without resolving the issue of my missing order. The customer service rep says again just to wait for the guy and he will bring the order from the back. WTF?
At this point, I get fed up. I just go to the shelf and take the item back to the counter. The 'guy' still hasn't arrived yet. I lay down the item, "This is my order. Can I take it?" The customer service rep is confused and makes a quick phone call to the 'guy'. He answers and he says it's okay.
So much for a quick in-store pickup.
Lowe's --- Never stop improving ?!
Placed an online order in the evening of May 7. Received an email that it was ready for pickup May 9th.
This was a bit disappointing as their website indicates a typical 1 hr window for readiness. The item was small and in stock - door lock hardware, not large lumber, etc., where they ask for 24 hr timeframe. Oh well, I got over it, life goes on.
Anyway, I arrive at the Lowe's store for pickup May 11 and they have a look at my online receipt. They then proceed to place a storewide announcement for "customer pickup". 15 minutes pass ... nothing. I ask the customer service rep again what's going on. They say that the 'guy' is not available. Then they make another "customer pickup at the front" announcement. Another 10 minutes pass ... nothing ... still waiting. At that point, I give up. I had to be somewhere else in 30 minutes. Luckily, I work 15 minutes away from the store, so I'll come back tomorrow when the 'guy' is available. As I leave, I ask if they can just hold my order at the front customer service desk for tomorrow. The rep then says to 'call ahead' and they can have it ready. What the heck, I just asked you now to hold it upfront for me for tomorrow. Oh well, had to run.
The next day I arrive and the store is not as busy as yesterday ... great. Same routine, "customer pickup at the front" and wait for 5 minutes. This time an asst. manager is right there. She says the usual 'guy' is busy and to find someone else to help the customer. Hold up ... I ask the asst. manager, "I received an email indicating that the order is ready for pickup is it not? Why don't you have it up front for pickup?" She says "we do, 'll go check". Then she proceeds to open a locker and looks for two minutes and asks my name again and says it's not there. The asst. manager proceeds to walk away without resolving the issue of my missing order. The customer service rep says again just to wait for the guy and he will bring the order from the back. WTF?
At this point, I get fed up. I just go to the shelf and take the item back to the counter. The 'guy' still hasn't arrived yet. I lay down the item, "This is my order. Can I take it?" The customer service rep is confused and makes a quick phone call to the 'guy'. He answers and he says it's okay.
So much for a quick in-store pickup.
Lowe's --- Never stop improving ?!
