I ordered some landscape stones for my yard from Lowes.com and they were delivered Monday.  The way the online system works you can buy the item online and if it is in the store locally you can have it pulled there and have it delivered.  I ordered 28 of these landscape stones, but upon inspection the day after delivery I noted that I didn’t get the correct amount.

I looked at my sales receipt delivered by email and it clearly stated to contact customercare@lowes.com if there were any questions about, or problems with, your order.  So I dashed off an email and I waited and watched for a response.  Typically, online customer service email systems send an automated response that acknowledges receipt of your email and gives a time frame within which a company representative will respond.  The Lowes.com system does not do that.

After 24 hours had passed with no response I resent my original email.  Again I waited.  After the second day had passed I started to get irritated.  In a world where I can select and pay for items in mere minutes, receive order confirmation emails, and receive delivery time estimate emails I expect a likewise responsive system when there are issues.

Finally this morning I decided to call the manager at the Fargo Lowe’s to see if the local store could help me with the problem with my order.  I asked to speak to a manager and they connected me to a nice fellow named Scott.  Scott listened to my situation, took my name and number and promised to get back to me soon.  In short order Scott talked to Stan who was familiar with the product I received and Stan called me to tell me that the local store would make the order right for me.

I did finally hear from Lowes.com today via email at 5:38  PM.  The representative apologized for the bad experience I had at the Fargo Lowe’s.   That bugged me…a lot.  I replied to that email and made it clear that my angst was not with the Fargo Lowe’s, but instead with Lowes.com.

Thank you Scott and Stan from the Fargo Lowe’s for the good customer service.  It is gratifying to deal with people who take the time and make the effort to put things right for customers.  Lowes.com should take note – customer service is what keeps customers.   I can tell you one thing for sure – I have taken note. 😉

Day one thousand and thirty-nine of the new forty – obla di obla da

Ms. C