Hugh L.

OK. Ordered two glass window inserts for my patio doors. On Jan 13. On Jan 17 UPS arrived and left ONE of them - though packing slip noted it was package one of two. Called Lowes.ca support and was told that in this situation they would not give me a credit or send another unit until UPS had completed their "investigation" - which could take up to 3 weeks! I argued that my contract was with Lowes. THEIR contract performance issue with UPS was NOT MY PROBLEM. No satisfaction. So after about 10 days I was able to see on the UPS tracking site that they'd completed their investigation and considered the item lost and advising they would advise shipper of outcome. So I called Lowes again and said - so, where's my refund? They said they had not yet been notified by UPS of outcome and so couldn't process it. I explained that it was shown right on their tracking site that the item was lost, so if they haven't heard that from UPS maybe they should CONTACT UPS and confirm. They seemed to be unwilling to do that, instead saying had to wait until UPS contacted THEM. I waited for another week and a half, then called LOWES AGAIN. (This was my 4th half hour phone call with them). This time seemed to get someone who had some common sense and promised to follow through. He did, and I finally got the refund on Feb 20 - more than a month after the item went missing. Clearly, the last person I talked to finally took the initiative to contact UPS since the UPS claim was finally initiated that same day! Could have been initiated 3 weeks earlier. So they would have just WAITED - for how long? - letting me twist int he wind?! Clearly customer care is NOT a priority with Lowes.ca.