I have worked in retail before, so I know how difficult customer service can be and am sensitive to the feelings of employees who are often stretched to the limits. I rarely write negative reviews. In fact, this may be the first. However, after a series of frustrations with the Winterville location, the experience I had there today finally put me over the edge.
Prior to today, my main frustration was that the staff seemed particularly incompetent. For example, when I recently asked someone in flooring if they had any vinyl flooring remnants, the associate did not know what I meant. When I explained myself, he said, "Ooohh, you mean the parts left over after we cut!"
His lack of basic vocabulary was frustrating but also slightly amusing. No harm, no foul. No review.
Today, however, was a different story. Because of Covid 19 and the fact that I had my three young children with me, I placed an order for pickup this morning. I waited several hours; and after not receiving an email, I called to inquire whether or not it was ready. The person who answered said it wasn't but it would be ready by 5:00. I ran some errands and returned at 5:00. There was still no email, so I called again. This time, the person who answered said it was still not ready and she didn't know when it would be, so I went home to wait for an email. As soon as I walked it into my house, I received the email.
I returned to the store and parked in the pickup location. I called to let them know I had arrived, but no one answered. I tried for 15 minutes. Then, I tried connecting to any sales associate who could connect me to the right person. No answer at those extensions either. I called for another 5 minutes or so, trying several extensions. At that point, I decided the only option was to go in and leave my 7-year-old in charge of taking care of my 2-year-old and infant in the car alone.
To my surprise, there was someone in customer service standing under a sign that said, "Pick Up.' It didn't seem particularly busy. There was one person ahead of me.
I got to the register and met the associate, Karen. She was wearing a mask, but it was pulled down under her nose. I asked if their phones were working. She said the phones were working, and I explained (as nicely as possible) that I had been trying to call for the last 20 minutes. I explained that I had an infant and two other young children in the car waiting and that I couldn't get up with anyone in Pick Up.
She said, " Oh, that's not my department." I looked over her head and reread the sign. Made sure that I had read "Pick Up" correctly. I had.
I asked, "Can I pick up my order here?"
"I can get it for you," she said.
She walked over to a wall behind the register and picked up my items. She looked at the items and then spoke to another associate and then looked back at the items. She seemed very confused.
"Ma'am, you have the right items," I said. "That's what I ordered."
I was wearing a mask, so maybe she couldn't hear me. She just continued to look down at the things in her hand and back up at the wall.
After what seemed like an eternity, she wrote down my order number on a sheet of paper and came back to the register. She moved slowly. Asked if I wanted the items in a bag.
"No thank you," I said, "I'd like to get back to my kids as quickly as possible."
When I tried to leave with my items, the door wouldn't open because it was enter-only. By now, I think she could sense my frustration. She helped open the door, which I greatly appreciated.
"You should have parked over here," she said.
I gestured at my car. It was there.
"Oh," she said, and returned inside.
Maybe it was her first day. Maybe that really wasn't her department and she was just filling in for someone else. But it was so frustrating. And because it wasn't the first time, I don't believe I will be returning to this location. If you are in need of a trip to Lowe's in Greenville, it is totally worth going a few miles out of your way to go to the one on 10th Street. read more
