This morning I thought Mandi was going to jump out of her skin. When she said why, I didn’t blame her one bit. The Lowe’s truck was coming! I was peering out of my bedroom window while we were on our 8 am call, so I could tell her when the truck drove by. She was so, excited.
Of course, there’s a story behind it all, but first:
What did we get?
At long last, some of the items that weren’t sheetrock arrived, including the nice, big tub for the master bathroom. We were quite impressed by its armrests and soap holder. It will be a pleasure to soak in once the house officially belongs to Mandi!
Besides that, a very useful toilet for the master bathroom showed up, along with the shower enclosure for the upstairs bath. It’s pretty darned big. We were all excited to inspect everything and see that not only were these actual items, but they were the exact actual items that had been ordered.
Why’s that a big deal, you ask?
The Lowe’s saga
It’s probably for the best that I am writing this, rather than Mandi. She did not have the ideal customer service experience with Lowe’s this week (and really, we like Lowe’s for our projects).
The background is that Mandi ordered the interior doors, a vanity, interior lights, and some other stuff online for the Rattlesnake house. She didn’t hear anything for a few days, then suddenly got a call that they were delivering her stuff a week earlier than promised. She hurried over there, and they said, “Here are your doors.” Only, what they brought included:
- The wrong number of doors (she expected 14 doors, and got 3)
- The wrong kind of doors
- More expensive doors
- None of the other stuff
The guys on the truck apologized, and said that, actually, everything they had tried to deliver had been rejected as the wrong stuff. Wow, that seemed weird. Mandi told them she knew it wasn’t their fault.
The rest of the week she kept having to phone customer support to get the charge removed. They claimed she had accepted the shipment. She had witnesses (Chris and his team were there). Besides, what was she supposed to do with three of the wrong kind of door, when she needed 14 different doors? It got worse and worse. Somehow, too, her order “magically” got changed to the wrong doors, and the rest of her order has somehow disappeared. The customer service folks seemed to care very little about whether they had our business or not, so Lee said let’s just not use them anymore. Mandi was not thrilled that they called her a liar, so she was fine with that plan.
Mandi deleted all other items she had in the queue, and deleted our corporate credit card information, so that they can’t randomly charge us for things.
This made us all pretty sad, since we had the kitchen designed by Lowe’s and wanted to order that cabinetry pretty soon now. On the other hand, we really need to be able to trust that what we order is what we get!
Making things right
At some point, Mandi talked to the actual staff at the local store in Temple. They were not pleased, of course. They had nothing to do with the corporate office. Many conversations ensued, with Mandi making it clear that the store and their staff were just fine and had nothing to do with us no longer wanting to buy things there. They are actually very helpful folks, and we all like working with them.
The store manager asked whether there was anything he could do to make things right. At that point Mandi just wanted all the orders canceled, so she said, “No.”
That afternoon, Mandi got a follow-up phone call, because they had received the custom order bathtub, and they wanted to be SURE she didn’t want it. She and Lee had discussed it, and agreed that, because the manager had handled everything so well, they’d let them bring the items they had. Mandi said they could send this delivery, but to wipe out everything else.
The store staff promised make this delivery the highest priority. They also invited us to work with them personally in the future, to avoid any issues like this.
The stuff was right, brought by the same delivery guys who brought the wrong order before. They made sure all was well.
So, no wonder I was sitting at the window anxiously watching for a Lowe’s truck this morning. This was a big deal.
Now, the resolution is that we will only work with the actual store staff. No more online orders. And we do realize there are alternatives!
Come to think of it
When I was working with Ruben on the Hermits’ Rest and Bobcat Lair houses, he always had me go to Lowe’s online to find what I wanted, then print out the information for him to take to the Pro desk at Lowe’s to order it. I have a feeling this same kind of online order mess-up thing had probably happened to him before, too. It really is a better way to do things, as we’ve learned the hard way!
By the way
Chris and the guys got all the drywall on the upstairs second bedroom and bath done this week. The house is really looking like a house. We hope you enjoy the photos!