Rebecca O.

Up to this point, I have been a loyal Lowe's shopper. Purchased an LG refrigerator, washer and dryer, and numerous in-store items. So when it came time to replace my stove and over the stove microwave, I went to my go-to. Placed the order on-line no issues late Thursday. Received an email that my order was processing. This is the last time that I heard from Lowe's. Today, Sunday, I was talking about the order with my mom and I had concerns that installation was not on the order so we called the store where Lowe's, in their infinite wisdom, felt my items should be shipped, W. Dallas. I live in N. Ft. Worth. I was made aware that my items were being delivered TODAY, Sunday. No call. No confirmation that I would be available, no heads up that they were even coming. My mother was able to get ahold of Ariana in their corporate offices who assured my mom that the delivery was canceled and that a manager would be contacting me within 24-hours to set up a new delivery date. While this was occurring, I was on the phone in three separate calls to the Dallas store. In these three calls, I experienced a hang-up, an incredibly long hold to the point that I hung up and called them back, to what I thought was a solution to my no installation charge. I was told that I could just go to the Lowe's closest to my house and sign an installation contract. Great! The manager was supposed to call me back and I could add installation to my order. Crisis averted.

So, when I get BACK IN TOWN, I head to Lowe's thinking this was all behind me. Wrong. They can't look up my order. They can't cancel my order. They don't know why I was told to come to them. Only orders in THAT STORE can be pulled up. Needless to say, I was not happy so I asked for corporate's number where I myself spoke to Ariana and CORPORATE is unable to do anything. She has to send a report to the store to have these items canceled. Since the manager was supposed to already call me back, I called the store and asked to speak to the manager, after a lengthy hold and explanation of what was going on she said that she would cancel the order but that she had to go to a register so could she call me back?! Yep, I am STILL waiting for her to call me back.

Lowe's, you have lost a 20+ year customer. I will NEVER set foot in your store again.