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
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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.
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.
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.
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.
Response to Frank in Salisbury
Dear frank
I know how you feel. I shop at both home depot and lowes and I am a general builder. I hate the self check out. Half the time it mess up and it takes forever.
But what really gets my goat is when you ask for help. The normal answer is "this is not my dept somebody will be with you in a minute." What min we dont know.
I am like you. I leave and go to the small guys but I am still forced into the big stores for things. I know both stores inside and out. If I knew how to get in touch with the owners of the big chains, I could show them how to increase sales and happy customers.
Please if you know how to reach them let me know. Dennis 812-989-2444 I am in hawaii now and i want to bring help to the average joe.
Average Joe
Why don't you just call the customer service # that's posted at every register... 1 800 44 LOWES.
Lowes customer service
I am currently a Lowe's associate in federal way Washington.
I am currently writing my resignation letter. I read your article about what Marvin had to say and I'll tell you the truth. Yes they have a training program for customer service. It's about 5 to 10 min on the computer for each pathetic test. That's all of the training is on the computer and nothing is really trained outside the computer on a regular basis. Only ass chewing if you don't remember all of it.
Yes they do have maps at the customer service desk, with about 100 other pamhplets usually in a messy pile. Yes they do have a customer service desk for questions that is also a full time register they have to answer all calls, do all the load tickets for pick ups, customer search for pick up later items from receiving and have only one person doing all of that.
Managers for the most part know less about the product and the sos system than the specialists. Also and the specialist like myself had to train themselves by trial and error to run the system because as i said there are no trained mgrs to help us. you have long lines because Lowe's refuses overtime by an employees and schedules the minimal amount of people to keep the bottom line and make more money.
they schedule us up to 9 days straight then give you 1 day off and back to work as well as until 11pm and scheduling you back at 6am.
You don't get help in the aisles because your floor associate is most likely running 3 departments. For example, i work flooring and am good at what i do but also on most occasions am doing my job, millworks/windows job that i know nothing about and electrical dept which other than the occasional light bulb I know nothing about.
And why do i run these 3 depts? because lowes is to cheap to hire in enough staff to cover it. Mgrs at stores are only concerned about there bottom line because they bonus out monthly for a low bottom line , i am one of very few who will be honest with the customer and tell them that I dont know much from a dept that im not familiar with but will get them as far as I can
If you want the real story go back to lowes, pay attention to the badge and see how many out of dept people you have helping you, and then note how many people are working each dept, i think youll find that there is on most average days especially after 5 only 1 person or less per department.
Maybe you can also go back to Marvin and ask him on his discrimination policies, as i was passed up for a flooring position when i was hired even though I had extensive experience from running a flooring co. and instead the position was given to the first man that applied after I was placed in a cashier position.
Bad service to the customer is one of many reasons i am giving my resignation the other is bad employee treatment.
Thank you
Mrs Mann
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