Had to have some items picked up at my residence that I couldn't return myself because of size. So the delivery driver was scheduled to come and retrieve them. Great, no problem. That part was good. Here's the bad part....the people at Lowe's apparently don't inform the customers about their requirements for having an order picked up. At least, I wasn't informed. I guess the customer (if they are returning long, too long, for a regular pickup truck) has to band together these items set to be picked up, because of the length of the items they have to be loaded by a forklift. Well, I had no idea. Had I known from the start, I would have re-banded the items, because they were banded when delivered, and I have a banding tool. I would have gladly taken the time to do that. How is the customer supposed to know if they are not informed to begin with? So, delivery driver arrives and very rudely informed me that it's the customers responsibility to prepare the pickup and have it ready, NOT theirs. If it is in fact the customers responsibility to prep a return for pickup then they should TELL the customer!! Delivery driver was cussing and complaining about having to be somewhere else and he didn't have time for this. I had said that I would figure it out and take care of returning the items myself so he could go about his day and take care of whatever he needed to do. He became extremely rude again and said he didn't just come to my house for nothing and said we'll just figure it out and that he wasn't coming back to my house. Horrible attitude from start to finish. We were on the phone during this conversation, and after that he abruptly hangs up. I went to meet him outside. Most of the time he was complaining under his breath. I even helped him out with loading items on the forklift the best that I could. He quickly raised the forks bending some of the items. I had better not be blamed for that!! Returned items finally wound up on the truck and he and his attitude finally left....thankfully. How is that good customer service? It's crap customer service!! Making the customer feel like they ruined the driver's day, making the customer feel like they're taking them away from other obligations. Customer service here has gone down the toilet, the customer is no longer important, apparently they don't want to deal with customers. If they aren't happy in a customer service type of job, then here's a quick solution to the issue....find another job where you don't have to deal with people, it's that easy. I've been in customer service type jobs, and the customer is VERY important and I made sure their needs were met regardless of the time spent meeting their needs and expectations. As long as they are satisfied and happy that's what matters to me. Customer satisfaction is what matters to me. Sounds to me like Lowe's needs to work on making sure delivery drivers are RETRAINED in the customer service part of their job. If it wasn't for the customers, they wouldn't have a job. Last I checked, it's called...JOB SECURITY!!! They should be happy they have a job.
Well, because of this, Lowe's has lost a customer.
PS:
As for getting a refund for the returned items, this has been a complete pain. The items were picked up May 15th 2025, this is May, 28th and I am still waiting. I suppose good quality customer service is gone completely out the window anymore. read more