We went back to the Waterloo , IA store for a fence installation, as we were very pleased with our two bathroom remodels. The sales specialist that came out to discuss materials and measured was very professional and courteous. He made sure to expedite the order so that we would be eligible for a special promotional discount that was to expire that day. The only other thing that we liked about the entire installation was the final product. The customer service, on-going communication regarding scheduling updates, and a total lack of empathy or understanding when we complained was abysmal and frustrating. Our Project Specialist who is your contact regarding the installation process, and supposedly is committed to your complete satisfaction, was rude and uncaring. I asked for a different Project Specialist due to my frustration with her, and she denied my request, stating that she "was the only PS assigned to this store." I asked to speak to a manager, but was on hold for longer than I wanted to wait. The next day she did call me back, said that she "heard me," and that if I needed any help with concerns/questions, to reach out to the Sales Specialist or Installation Team Member (II had their names and contact info), and that I would not have to talk to her again. I knew that neither one of them would not be able to address my concerns, or be able to grant a request for compensation, as we stayed home for two days waiting for our installer to show up. The installer did call the first day at 9:30am, saying that he was delayed on another install, and that he would show up the next day even if it rained, as he told us that it would not affect them. Well, he didn't show the next morning, so we texted the Sales Specialist (who is the ONLY person that we trusted/liked) and he got ahold of our installer who called that afternoon, sounding frustrated that we were wanting an "update." Mind you, this was Friday. The fence materials, including bags of concrete were sitting on our driveway since Wednesday, in prep for a Thursday scheduled install. This then moves the install until Monday. My husband expressed concern that the materials would be in the elements all weekend, and rain was forecasted. To appease my husband, the installer stopped by and placed a tarp on the cement. It took 3 days until the fence was completed, one week after we were told originally a fence of our size would take up to 1 1/2 days. One of the installers identified with my husband materials that were left over, so that we could get a discount, as you pay for everything up front. When the PS called me back (funny, it was the one who said I would never have to deal with her again), I asked her about how the credit for materials would be processed, as the installer had returned and taken them away. Our experience with our bathroom is that we took extra materials back to the store and received immediate credit. Should have done this with the fence, as she said that sometimes more is ordered than necessary, and that if the installer returned them to the store, we would be credited. I left my Lowe's Credit Card open (I plan to close upon completion of this project, as it was only opened to get a 5% discount on this project), but no credit was ever made. I then asked for $500 compensation, as we stayed home for two days awaiting the installer to show up to begin the install. She called me back a few days later, and said that my request was "denied." Not that this store, or even Lowe's Corporate would care, but they lost out on a $30k kitchen remodel. I am writing this review to warn others, as well as to provide a catharsis for myself. Never have I been so frustrated by the lack and apathy of a company, who claims to have first-class customer service. read more
