July 2017 I purchased a washer/dryer from Lowe's Home Improvement Hendersonville NC. Delays with house construction made deliver in January 2018. I was excited to get the last of the appliances delivered. Dryer came with a long scratch on the side and upon mentioning it to the delivery crew, bam instant 10% off my bill. Wasn't expecting that, I just wanted it noted on the form I was signing. Next few days I was 3 loads of clothes.
Each time the dispenser cups were full to the top after each load. Maytag tech came out and first thing he ask me "where's the cover for the dispenser drawer?" There wasn't one with the washer when delivered. Then I told him how filthy the dispenser cups were when I received the washer. He did some checking with serial numbers, etc and found both the washer and dryer were used! Bought NEW appliances, Lowe's delivered USED.
Lowe's was quick to pick them back up and very apologetic, at the time. Bought new on sale in July. Lowe's claimed these units never sold NEW for the price we paid. After much discussion with Clint, Store Manager, he gave me an allowance of $799 each to select and buy new ones. Either knowingly or unfortunately there were no appliances in that price range other than what I had originally purchased.
And so I agreed to take replacements for exactly what I purchased in July 2017. Basically, I was getting what I was supposed to get but after waiting for first delivery, pickup on used appliances, in store frustration with Clint for 2.5 hours, promises of a Saturday delivery only to again wait and get a call from Lowe's Saturday AM that they couldn't deliver that day. Now I'm again with managers trying to figure out what the problem is and promised the appliances would be acquired from another Lowe's and delivered Monday.
Monday arrived and delivery truck here. I went out to inspect that everything was NEW in manufacture boxes, etc. Well, wouldn't you know it Lowe's was delivering me the wrong appliances from another manufacturer even. I was told that Whirlpool bought out Maytag and that model is no longer available. Opened my computer and pulled up Maytag and Whirlpool websites. Well well, there are a number of places you can still buy my appliances, including Home Depot and Best Buy.
So I refuse the delivery since like most people I want what I purchased, not another appliance, or different color, or another manufacturer. So, now the NonStock washer Dyer I purchased July 2017 are called NonStock and have to be special ordered. To be delivered sometime in the future. In the meantime aside from all my frustration and wasted time for deliveries, removal, Maytag Tech, and someday re-delivery, I'm without a washer and dryer that has been paid for since July 2017.
All this to just get what I paid for to start with. I hear this is common practice for Lowe's. Updated on 02/18/2018: FEBRUARY 16, 2017. While running errands in Lowe's in Hendersonville NC today I decided to swing by the Appliance section. In January 2018 Clint **, store manager Lowe's Arden, NC gave me an allowance of $799 to select new washer/dryer because Lowe's delivered USED appliances pretending they were new but Maytag Service Tech confirmed they were used.
In January Clint ** claimed he was too busy to meet me at our agreed upon time in the appliance dept. or at any time within the 2.5 hours I was there saying to get this matter settled. Instead the sales clerk had to make several calls, in store to him. When I'd stand my ground of the issue Clint **, store manager became gruff and short saying he was doing me a favor. Clint **, manager, made a $799 allowance each to replace both washer and dryer.
There were no other replacements within $799.at that time. Begrudgingly and without any compensation I had no choice but to have Lowe's, reorder my original models purchased with the understanding they'd be delivered within a week. That was 5 weeks ago. At that point I was DONE WITH LOWE'S and wanted an equitable settlement to complete our business so I'd never have to deal with Clint ** or Lowe's again, I could have waited for another sale and then taken him up on the allowance but I required a washer dryer right then so I had to settle for my prior choice.
Today, February 16, 2018, in the Lowe's, Hendersonville, NC store I found the exact washer dryer I was insisting Clint **, store manager Lowe's Arden, NC accept as replacements for my original purchase back in January 2017, to compensate and make me whole after the serious issues Lowe's caused. When I found the upgraded washer dryer today in the Hendersonville store for the price of $749 each, that was well below the agreed allowance Clint made in January.
I called Clint right away but again he was obnoxious, rude, authoritative and absolutely refused to honor his original agreement. He said he was doing me a favor as it was, REALLY? what favor? I was asking is for him to honor the agreement made in January. He has absolutely ZERO positive customer service skills and spoke gruff and condescending in all conversations with him. I'm a senior and don't appreciate some young fellow trying to bully me into going away.
Our phone call was lengthy, extremely frustrating, and totally unnecessary. All Clint ** had to do was honor his $799 allowance made in January and acquire the ones I wanted at $749. My position was that I have been seriously inconvenienced, had received ZERO compensation for Lowe's issues, and had tolerated Clint's attitude. These washer dryers at the Hendersonville, NC store are available for me to have NOW.
The ones on order still had not been delivered and no date in sight. And in all fairness to me there should be no question and Lowe's needs to acquire the $749 washer dryer at Hendersonville, NC Store. I will not be further penalized or belittled by Clint **. He and Lowe's need to step up and do the right thing. I will accept nothing less than receiving the $749 washer dryer from Hendersonville, NC or warehouse.
PS, since I didn't back down and take Clint's no for an answer he threatened to just refund my money. That would have been ok except I bought our washer dryer on sale back in July. A refund now would put me at a severe financial disadvantage in acquiring replacements, not to mention zero compensation for all this craziness Clint has caused. Lowe's is not being reasonable in the least. All this frustration would have stopped then.
But, CLINT with his attitude refuses to offer good customer service and in fact it appears he derives personal satisfaction by yielding an authoritative attitude, I'll tell you what you can or can't have, I hold that power not you. In fact, I see this as a pattern, not just through our conversations, but through comments regarding him from a number of staff. February 16, in lengthy conversation with Clint all I kept saying and insisting was that he honor his $799 allowance and acquire the now upgraded models for $749, well below his allowance.
Had I waited back in January this would have been the outcome, as 5 weeks later. This would have stopped all the problems and brought closure to a very upsetting and frustrating issue. But, Clint refuses to honor his original $799 allowance. During our conversations he was consistently rude and spoke over me numerous times when it was something he didn't agree with. Clint has pushed me over the top and now in addition to writing reviews, all this correspondence and further detail will be submitted directly to Lowe's Corporation.
So, Mr. Clint **, I hope corporate hears this loud and clear.See Also: First In Property Management
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