Okay--so, life hit our budget, sledge-hammer heavy, when our washer just quit. The machine was decades old, and since it just kept running, we just kept doing laundry--heavy loads, shoes, four cross-country relocations (which we were told was bad for appliances...?). Newer washers, even without "bells and whistles," are costly, and purchasing budget-washers, based on online research, is a study in dollars wasted. Median-price is around $600+. Ouch! Laundromats, however, was something my family wasn't prepared to do again, a reality dictating purchasing a new washer. Sears, the "go-to" place for top-notch appliances isn't the store it once was, so we expanded our search to other businesses. Enter Lowes.
Aware of Lowes' troubles with dissatisfied customers, from damaged appliances, to damaged, personal property (information garnered from the Internet also), we were a little nervous about dropping almost 1k at the establishment. Lowes inventory, however, was extensive, and between Trump-tariffs and technological upgrades, excess store inventory--coupled with sales/perks to diminish same--we jumped right in. Online horror-stories prepared us for a wait for delivery; a week, maybe? We were pleased, therefore, when one-day after purchase, we got email confirmation of our purchase, AND a delivery-date. The washer was scheduled for delivery on Thursday, July 19, 2018, between 7 am and 12 pm. Cool, right? I mean we bought it Tuesday. How great is that? Unfortunately, we got our hopes up, and we all know what life does to us when we get our hopes up.
The call, cancelling the July 19 delivery, came at 7:45 pm. The washer couldn't be delivered on July 19 because delivery was made to our location on Fridays only. Though there were five (5) machines in Lowes inventory, at the store of our choice, Lowes didn't have any more of our chosen model in stock, and so canvassed another Lowes store to fill the order. The new delivery-date would be Friday, July 20, 2018. We asked if delivery-time would be between 7 am and 12 pm, as with the inital delivery set-up. "No," says the caller. "We have alot of customers already scheduled, so I can't give you s specific time." Okay. It was only one day. No problem, right? Then I got to thinking: What if this delivery modification was simply the delivery contractor not wanting to make the drive? We live in the mountains, away from anything remotely urban. Rural miles often overwhelm. And how LONG would we have to wait? And what did he MEAN "...we've got other customers?" WE were customers, too, and we didn't schedule original delivery. Why should we be penalized? So we emailed Lowes Customer Care outlining our concerns. Did the delivery service just not want to make the drive? Because of our location, would we have to settle for last delivery of the day? Who wants to sit AROUND for it? It's not cable! More importantly, Lowes stated there were five washers, in our model, available at purchase. Our money was taken immediately, which we happily pointed out. Why was one "found at another store?" It all sounded...fishy.
Lowes Customer Care emailed back with perfunctory apologies, explaining Lowes delivery-processes, call from delivery service the morningnof, blah, blah, blah. Lowes reply was timely, but obviously canned, as none of our questions were answered. We prepared our space, nevertheless, for the Friday delivery.
We received a robo-call Thursday evening (from the delivery service) stating that delivery would be made Friday, July 20, between 11:30 am and 1:30 pm. Actual arrival was 12:00 pm, Friday. The delivery service removed our old washer and set up the new washer in five minutes. Keep the removal in mind.
The reason we give 3-stars only, despite our new washer, is for the former, PLUS the following: 1.) If customers are going to receive nighttime calls regarding orders, Lowes should be available. We tried calling, but were directed to email EVEN THOUGH OUR CONTACT ATTEMPT WAS WITHIN LOWES' POSTED HOURS OF OPERATION. 2.) Most make arrangements to be available for deliveries like this, by taking time off work, or cancelling existing plans, not to mention waiting FOR the delivery in a limbo timeframe. Lowes/Lowes contractor required we take TWO DAYS away ftom personal schedules when delivery was modified. 3.) There is a $20 fee for hauling away an old appliance, something we considered a plus...until one of the delivery guys asked, "Do you want to put this out here (our back porch)? We said delivery was supposed to take it. "Oh! You paid (the $20)?" Yes; yes we did. Strange delivery was unaware. Communication was a fail in this case ( or the guy was lying). 4.) You take customers' money immediately, and for big purchases, said money is substantial. Don't then tell the customer to jockey for position, in attempts to solidify and complete the delivery. Doing so diminishes trust in Lowes, Lowes' contractors, and Lowes' processes, and dissatafaction impacts any company's " bottom-line." In short, DO what you say you're gonna DO! 5.) The delivery people were VERY careless, dropping and dragging BOTH washers across the floor. Respect customers surroundings and property--no matter HOW disgusted or mad you may be.
I recommend Lowes, at this writing (haven't tested the machine yet!), but plunge with your eyes open. Cursory, online research showed this particular Lowes' delivery service as having an "F" under Better Business Bureau tenets. Red flag! The Information wasn't available until the nighttime call confirming delivery, at which point we were already committed. Details matter, nevertheless, so do your homework.
There was excess stress during this transaction, and it was wholly unnecessary. Much luck to you!