Lowes Home Improvement Stores responds to Millennial Living's customer service concerns
Lowes Home Improvement Store was the only store to really follow up and discuss our concerns about their customer service. This speaks very well of Lowes.
In April 2007, we wrote a review on Home Depot and Lowes Home Improvement Store. My thoughts were that these stores were not really interested in customers doing just home repair. We shared our article with both Home Depot and Lowes Home Improvement Stores via email. Both stores acknowledged receipt of our email, but only Lowes Home Improvement telephoned followed up.
Lowes took the time to call and discuss the article with us. As far as we're concerned, this speaks volumes in how Lowes' values me as a customer and underscores their commitment to serve customers doing home improvement projects. That can not be said for Home Depot.
Discussions with Lowes Customer Relations Manager
I was contacted by Mr. Marvin Campbell from Lowes' Alexandria, Virginia store. He informed me that he received my email but had not read the web article. After I faxed him a copy, we spent 45 minutes on the phone discussing my concerns.
Marvin explained that Lowes was very committed to helping home repair customers with their projects. He mentioned that almost 75 percent of Lowes customers are women and that Lowes stores had wider aisles to make shopping more pleasant.
Marvin detailed that Lowes has programs in place to train people in their stores how to assist customers. He definitely understood the need to assist customers with finding items in their large stores. He admitted that some employees really understood this while others did not really get it.
Marvin also told me that Lowes hires anonymous shoppers who come into their stores unannounced to shop and interact with Lowes associates. The anonymous shoppers rate the performance of the store in a variety of areas, including customer assistance.
Marvin was especially proud of the "how to do it" clinics on weekends for kids and grownups. He explained that customers could learn first hand how to paint or lay ceramic tile. He underscored that every Lowes customer could repeatedly go back and talk to a sales associate about their project.
When I mentioned the need for a desk that would assist customers with questions, Marvin said that the Customer Service Desk was designed to do that. He also mentioned that Lowes Stores have printed cards that show where major categories of items are. I told him that I have never seen them and that they needed to be in a conspicuous placed where customers could see them.
When I mentioned long cashier lines and waiting at Lowes, Marvin acknowledged that on weekends the long lines were inevitable. He said that usually every cashier is on duty and there was little they could do about that. All too true. He did mention that the Alexandria Virginia Store was going to be installing self service checkout registers which he hoped would expedite checkout.
Marvin also mentioned that many people use Lowes' website to help them do home improvement projects. He said that any customer could gain additional assistance just by asking for it at the store. I have to admit that the Lowes website is helpful in this regard, but web users are not told that they can ask for help from a Lowes Store if they need it. Perhaps this is obvious to some people, but it was not to me.
Lowes Needs to better Publicize its Customer Assistance Program
After discussing my concerns with Marvin, I realized that Lowes did have programs available to customers. However, my concern is, do the customers and especially women know that? Also are they encouraged to ask for help both in Lowes' stores and on their website? We'll see in a moment.
Marvin was very personable on the telephone and represented Lowes extremely well. The real challenge for Lowes as far as we're concerned is to better articulate Marvin's responses to its customers both in the stores, on the web, and in television and printed advertisements.
Our Recommendations to Customers of Lowes
Given what you and I know about the various programs to assist customers at Lowes, we recommend that you take full advantage of them. Follow the recommendations below and contact me with your experience. I will publish them on the website and pass them on to Marvin and Lowes.
- If you can't find something in a Lowes Home Improvement Store, ask an associate to take you to it,
- When you are doing a home improvement project, check Lowes' website first for information on what you need and how to do it (print the pages and take it to the store),
- Use the web printout to shop for any materials and tools you'll need to do the project,
- Direct any questions to a Lowes associate or go to the Customer Service Desk. Ask to speak to someone who is knowledgeable in the subject you are dealing with. Share the printed web pages with them,
- Don't waste time wandering aimlessly around the store (unless you want to), ask an associate, Customer Service for help or a card that maps out where major items are located, and
- If you don't get the help you need, ask to see the Customer Relations Manager at the Lowes Store.
Feel free to comment below or in our Sound off Forums. Better yet, why not review and rate your Lowes and Home Depot
If you find these ideas helpful, please leave a donation for Tom so you can continue to benefit from this website. Thanks.
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Related Topics
- Have you seen a difference in Home Depot and Lowes Customer Service?
- Sound off about Home Depot and Lowes Home Improvement Stores
- Rethinking Customer Service at Home Depot and Lowes
- Are Home Depot and Lowes Home Improvement Stores abandoning homeowners?
- What's your Experience with Lowes and Home Depot's Installation Services?
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Just like furniture at home,
Just like furniture at home, how you choose furniture for your office has to say something about you. It has to say something about your personality. You just don’t get an ordinary desk. You get a desk that spells Y O U.
adjustable computer desk
kitchen remodeling contractor
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If you do not have your roof
If you do not have your roof maintained regularly, then you are probably in need of some roof repair services. Flat roof repairs are more frequently required than other roof type repairs, as they are more heavily influenced and affected by climate change.
Jane Harris
Hope next time they can have
Hope next time they can have high quality customer service not just service. just like other pc technical support out there, that has a GOOD quality service.
Poor customer service from Lowes
I recently purchased at Lowes a gas range and a refrigirator. I was told it will be delivered on Saturday between 1:30 and 3:30pm. At 3:00pm when I called to find out the status of the delivery I was told they are running a few minutes late. At 4pm Lowes told me (they called th edelivery people) the delivery now will be between 3:30 and 5:30pm and there are only 2 additional customers infromnt of me they have to deliver their appliances. At 5pm Lowes informed me the delivery will be late and I should(!) call the delivery company to find find out the status. I called and was told the delivery will be between 5pm and 7pm. And this is going on and on... Interestingly enough Lowes keeps on blaming the delivery company and the delivery company blames the drivers for this screw up. In the meantime the real person who is screwed up is the customer, me. When I purchased the applicances I paid Lowe's and not the delivery company and definately not the driver to deliver the goods. Why is Lowes not taking the responsibility for this OBVIOUS screwup? Don't they know basics about customer service? Do you think any customer who respects himself, in the future, INCLUDING ME, wants to deal with such a mess Lowes created? By the way the didn't even decency to appologize. SHAME ON Lowe's.
Hello Lowes, can you address this customer complaint?
I totally agree with you Steven. At least an apology and perhaps a gift card to make up for the inconvenience. If you took off from work to wait for the delivery your out money or at least the leave time too.
Many business subcontract out parts of their services out, but it is Lowes, not their subs who have to look out for the customer. There are exceptions, however, such as automobile accidents or Acts of God that prevent things like deliveries from happening.
Lowes follows Millennial Living so I am going to tweet this comment and ask them to contact you.
Millennial1
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Indeed, their employees were
See! This is called a real
See! This is called a real marketing strategy… It’s all about caring your customers, listen to their problems and opinion and respect the opinion. Although I’ve never tried Lowes for my home improvement project, but as your article has created a positive impact in my mind, I’m going to check them out next time! Thanks for sharing all these useful info!Dogs for sale
One of the Lowes employees, that I
One of the employees, that I am referring to is a very nice young lady, her name is LISA W. She use to be in returns and a cashier. She is outstanding as an employee. Very friendly and out going to serve her customers. Now they stick her outside with flowers. I buy mostly housewares etc.Not flowers. So now I don't get good service anymore. I made sure she waited on us .
Delores is also very nice and friendly. Sam is also a great person to do business with. I think you (Lowes) better get with training empoyees on being friendly and teaching them the words thank you. I've been told my many friends that shopped Lowes, that they go to Home Depot, because they get treated much better. I also will change stores, if nothing changes.
frasi sul passato
Best Times of Day to shop at Lowes
While shopping at the Alexandria Virginia Lowes store last week, we stumbled upon a very large poster next to the
employees lounge. The poster was entitled "Lowes Operational Clock- The Flow of the Day." The clock is really meant to show Lowes Associates critical times when they must devote 100 percent of their time to customers and not do other tasks.
According to the Lowes Operational Clock, the best time of the day to visit Lowes if you want great service is:
10:00 a.m. to 2:00 p.m. and 4:00 p.m. to 8:00 p.m.
At all other times, the main focus of the Lowes associates is task oriented. This may include taking inventory,
ordering merchandising., organizing and other duties as assigned by management. Employees are told that customers come first even if they are doing other tasks. Not sure how well that holds, especially if you are at the Millwork Desk trying to order windows or a door between 9:00 p.m. and closing.
Lowe's Contractor Services - What a Joke
Lowe's really should be out of business by now. No one in their right mind would let this company contract a kitchen install - and I'm obviously not in my right mind. They've been trying to correct a catastrophic cabinet install for a year at my house - and they've still not got it right. Remember, when you use their install service, you get what they pay for - not what you pay for. Spend a little extra money and get someone who really knows what they're doing - not someone who can barely run a retail outlet.
There has been a lot of discussion - both positive and negative about Lowe's customer service - but I can assure you that if you get good customer service, it's an exception and not the rule. Just like any retail outlet, they pay poorly and provide no training. They're unable to retain good employees - for example, I worked with 4 (!) store managers during the 14 months (!) it took to install my cabinets.
Never, never waste your time and money with a Lowe's install project!!
So where is the store?
Can you tell us where the particular store is located? Also did you go beyond the local store's management to get the problem fixed?
How can Lowe's beat HD with customer service problems?
Hello Viewers,
I am a Masters student at New Mexico Highlands University writing a paper on Lowe's, with HD as major competitor.
I have read all the shopping experiences. Here is mine.
When i first walked into Lowe's, it looked really attractive, well lit and shinny floors. My sister had the same opinion. When i asked to speak to the store manager in order to get more information about what drives their success, i was immediately taken to one of the department managers. He explained that their top strategy is customer service. However, when i ased for his name to reference it in my paper, he basically covered his name tag in denial. Was he giving me false information that he was afraid to stand up to it??
Lowe's still has much to be desired. I suggest they take customers' shopping experiences seriously and make the needed improvement. Until then, can they beat HD and become first in the industry as their vision states.
Thanks.
Terese Mone.
Very strange behavior at Lowes
Terese,
The only thing that I can say is that maybe Lowes has a very command and control store management and the guy was afraid that he did not run what he said by his General Manager first. When I spoke to the Lowes Customer Service rep in their Alexandria Virginia Store I did not have this problem. In fact I used his name in the article.
We would really like to see the results of your research paper. Please consider writing an article on it and we'll publish it on Millennial Living. Contact me if you are interested at http://www.millennialliving.com/content/ask-tom
Thanks.
Tom
Millennial1
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Our Lowes stores in Cary NC
Our Lowes stores in Cary NC are fairly good. One of them (on Route 54) I call the "first stop store" because you can never get everything you need for a project. The others are better. The Lowes website is extremely poor. For example, today I tried to price garage doors. It asked for a zip code to check availability. No problem, but instead of giving me a price, I was advised to have cookies enabled. I have all cookies enabled on three browsers; same error on all three. I remember now that is why I stopped using the site months ago. A shame because I really do prefer Lowes and the better quality of indoor merchandise over Home Depot. Lowes for inside items, Home Depot for outside.
Lowes of inside, Home Depot for outside
Yes, I have found the same thing. When I am in Home Depot I feel that I am in a warehouse and I'm after building materials even though they carry appliances. The exception is in Carpeting. The Merrifield Virginia Store has a very good selection and the staff are helpful and attentive. Ditto for window shades and blinds. Have to admit that when I go to Lowes, I am more likely to buy interior furnishings and appliances.
Your right about both the Home Depot and Lowes websites. They lack focus. In fact I'm going to research them and post an article with recommendations on how to improve it. Thanks for the idea.
Tom
Millennial1
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It is really sad when
It is really sad when customers need a map to find the maps.
Our store maps are located right in front of Aisle 1, the light bulb Aisle. If we moved our map display so customers could see more, customers would most likely plow head over heals into the display. This could lead to lawsuits and possibly even death (yes there are some people in this world that that would find a way to kill them selves with a map display,I have seen these people on 4chan(for the non geeks: en.wikipedia.org/wiki/4chan ) .)
I think that customers mostly likely don't see the maps because of all the light green credit promotion signs that are everywhere. When I was a new employee I found it hard to see where I was going because I spent my time looking up at all the signs. And seriously u guys, who needs a map when you have signs everywhere?
The signs are in English and Spanish too. Alot of customers hate that feature, except the ones that speak Spanish. I can't tell you how many times I have been cussed out by customers over of our Spanish signs, because I lot track some where around like 15 or 9 or something like that. lol. its all good though. I see there point: why not french and chines too? Good thing we don't, we would have no room to put the products if we did that.
Oh btw, my options herein do not represent the options of Lowe's. No matter where I work, when I am off the clock I don't care about work and work does not care about me(if they do they should stop). At this time I am not on the clock therefore I am not a representative of Lowe's. Lowe's is nothing but the job I do to pay for college.
Lowes is a great store.
Lowes is the only place where if I ask something I'm directed to the person that can answer, no matter what I ask. The helpers around the shop are not always there when needed but I guess that happens in every shop.
___
If you can't beat it, offshore it!
What Lowes are you referring to?
Not all Lowes stores provide the same level of customer service. Sounds like your Lowes is pretty good. What's the exact location?
The reason I'm asking is so both other web users and Lowes know what stores go well beyond what's expecting.
Millennial1
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Next day delivery on Washing machine
We purchased a General Electric washing machine on June 10. They advertised next day delivery if you live within 20 miles. We had to wait 2 weeks before we got it. So much for next day delivery. We told them if we didn't have it by the next day we would cancel it. The man called another Lowe's store and they had one so we got it. I think something is 'funny' about this whole transaction. The store is located on Baptist Rd., Bethel Park, Pittsburgh, Pa.
Customer Repore
I am a very good customer of Lowes. I spend a lot of money there as many other people do. But it would be nice to be treated with a little friendlyness.
I do not think any one of the employees in this store have been trained on how to greet people or say thank you. Except for a few at the store are very friendly and courteous.
One of the employees, that I am referring to is a very nice young lady, her name is LISA W. She use to be in returns and a cashier. She is outstanding as an employee. Very friendly and out going to serve her customers. Now they stick her outside with flowers. I buy mostly housewares etc.Not flowers. So now I don't get good service anymore. I made sure she waited on us .
Delores is also very nice and friendly. Sam is also a great person to do business with. I think you (Lowes) better get with training empoyees on being friendly and teaching them the words thank you. I've been told my many friends that shopped Lowes, that they go to Home Depot, because they get treated much better. I also will change stores, if nothing changes.
Thank You for taking time to read my complaint. Sorry, but I hope it might help. Get rid of the ones that are only there for a paycheck. Keep your good ones and give them the raises, as there the ones that keep people coming back. Idaho Falls, LOWES STORE.
Get Real
Most employees of this type of store are only there for a paycheck. How many people do you think work a job at $9/hr because they love it? Get real.
That's true to impossible. I
Just so you'll know, I don't represent Lowes, but
I am told that they and other stores review comments and websites like this. I liked your comments because they gave credit to the employees who do provide that good service we all desire. I'll see about getting your comments to that store or Lowes also.
Thanks.
Millennial1
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Why no contractor discounts at Lowes?
I would like to know why I can't get a contractors discount at Lowes if I buy $15,000-20,000 worth of material a year from them? I have asked and was told no. 84 Lumber is a little longer drive but at least they are willing to treat me like a valued customer!
I would prefer to buy at Lowes but not unless they are going to change this practice.
Ron Catawissa Pa.
Do you have any idea what
Do you have any idea what Lowe's cost is for the merchandise they sell? If you did you wouldn't be asking for a discount. If you want a donation try the United Way. Do you like to make a profit in your business? Also, there are people that spend $750,000 a year at Lowe's and don't whine about a discount. Try studying economics cheap-ass, your the reason this country's economy sucks.
Do You have any idea what
With all of their locations all over the country, I'm sure their cost is huge BUT you didnt mention anything about buying in bulk. I know that buying in bulk affords them to do a substantial mark up. Heck, they couldnt stay in business with the kind of money your talking about. So, tell us about what they pay and what they get per product? With all of their stores all over the country? Yeah, they arent hurting.
All of the stores they have, you cant tell me they are in financial trouble, more especially since they dont pay their employees squat.
Another thing, the guy was only asking and you were rude and insulting.
I'm sure that he and people like him, John Q Public to be exact, arent the reason for this economy. I am sure the reason for the economy sucks because places like lowes and etc. dont have time or understanding for the public and how hard it is for the "little guy" to make it. It is their pockets they are worried about and if not standing by their word is good then ok...whatever happened to pride and honor..seems lowes has never heard of the works.
Try studying business
Yeah I work for a company that would be spending well over $750,000 at Lowes but as it turns out they would rather spend 10% less at Home Depot and 84 Lumber. I guess thier cheap asses are more concerned with providing better health insurance and higher pay-rates to their employees than taking the "economical" route and "donating" that 10% to another large retailer that doesn't really care about the little guy.
And as far as knowing what Lowe's cost is for their merchandise, who really gives a damn, if its that big of a problem for them they should either give up or start buying from the same suppliers as the above mentioned retailers.
Home Depot worked out a 10% discount for our employee's and a newly opened Lowe's store in western Maryland was less than willing to even talk about it. When we finally did run down a sales manage he said the best he could offer was a 1 time 10% discount. Giant retailers offering high prices and driving up the market is only part of the reason this economy sucks, the other part is people like you who are willing to shop there. Have a nice day.
Lowes doesn't provide
Lowes doesn't provide blanket discounts because they are not practical. For example, you may get a 20% discount on a basement remodel project, but there is no room to provide you with a discount on lumber as the markup is very small. We at lowes stick with project pricing. Bring me your project and Ill get you the best price. A 10% discount, however, is out of the question. Feel free to bring your complaint to the Depot(they lost money last quarter and had a far worse year than us), or go to Carter or 84(both chains are dangerously close to folding, hence the willingness to discount), but at the end of the day we are providing professional support to our friends in contracting and construction the best way we know how.
Lowe's period.
I am assuming YOU work for lowes? Would explain your total devotion to the place. In this small town of Texarkana, Texas, they are famous for NO RETURNS if they can get out of it, which they usually do. So take your "practical" and cram it. You people are nobody's friends but yourselves. You pay your employees so little that your words are a joke. Your attitude is from "another lowes employee that DOESNT give a fig". More over, if you did more than Home Depot, it is because YOU dont take care of your customers, whereas Home Depot does. So just keep socking it into the ol pocket. But you wont be getting any of ours anymore.
You cant make me believe that Lowe's isnt making money hand over fist. I know they buy in bulk and that makes all the difference in the world when it comes to mark-up. With as many stores that they have all over this USA, there is NO WAY that they arent cleaning up. Go get your hear adjusted, quit Lowe's and then try to buy something from them that is defective OR the order is messed up because THEIR employee dosent give a fig if they do the job right or not. And Lowes doesnt give a fig either. Maybe the Lowe's upper management needs to stop buying jets, huge houses and all the other things that goes with that. If Lowes is in such dire straights then maybe they pay the big people too much and need to cut some of that big pay and concentrate on the little guy that works for them.
LOWES life is the PUBLIC and maybe they need to realize that because if LOWES keeps on, they are gonna find theirselvs shut down.
There are TOO many people that have complaints and get nothing done about them. When you consider this is nation wide then maybe Lowes needs to change the way they operate their business.
Lowes is so well known for it's bad business it isnt even funny. More to the contractors, which I am one, than knowing about the patrons in general. But I do hear things and apparently a lot of them are not happy with Lowes either.
There have been so many roofing contractors that have had bundles of shingles loaded and when they are applied, the colors of the shingles are mixed. I have a person to pick up the products and I DO NOT have time to go over all of the individual numbers of their stock to make sure they are matched. There is no telling how much I spend at Lowes a year but that is over now. We moved our business to Home Depot as have a lot of the other roofers and many other kind of contractors have. That problem hasnt presented itself with Home Depot. I think their employees care more than Lowe's employees do. It's a matter of caring to do a good job. LOWES is RESPONSIBLE for their employees mistakes and should stand behind the buyer.
If lowes is too cheap to stand behind their customers and replace mechandise then they just need to go out of business. I assure you they wont be missed. I be willing to bet you that they have seen a decline in incoming monies.
All said, LOWES just doesnt care about the people, they are all about the most money they can get in the pockets of the higher ups.