Tamara B.
Yelp
I purchased a washer and dryer from Norman at Conroe Lowes on Sunday, 4/2, and he scheduled a delivery time of 4/3 after 1600. Later that evening, I received a call stating that my delivery time was between 0900-1300 on 4/3. I contacted Beatrice at scheduling, who said to tell the driver the next day to deliver after 1600 since there was a note. On 4/3, the driver contacted me and stated he was on his way, and I asked if he could please deliver after 1600; as stated on the ticket. He transferred me to dispatch, who said they could not deliver at the scheduled time. I was transferred to several people before a supervisor named Oz stated she would deliver my washer and dryer on 4/4 after 1600. On 4/4, the delivery driver called me to say he was on the way to my house at 1000. I explained the situation and was able to get reconnected with Oz, who stated she did not know what the mix-up was and that they were supposed to deliver after 1600. She said she would look into this and get back to me....it is now 6 hours later, and I have not been contacted. I contacted Nick at dispatch again, who stated he could not help or transfer me to a supervisor (he said he did not have the capability). I have just gotten off the phone with the corporate office, who states they see the open complaint and have forwarded it to a senior supervisor at Conroe to help better serve me. I still have not heard from any senior supervisor at Conroe Lowes. There is zero accountability for the service Lowe's provides. Conroe Lowes is quick to sell you a product and take your money but does not follow through with the delivery.
Now to my other concern. I contacted customer service and spoke to Carmalita on 4/2, the most unprofessional individual I have ever had the pleasure of speaking to. I requested several times to speak to a supervisor because I was getting nowhere with her. She could not fix the situation, so why not transfer me to someone who could help? She repeatedly yelled at me and refused to connect me with a supervisor. We even got disconnected on a couple of occasions, and I am sure not by mistake. I feel sorry for anyone that has to deal with her personally. She needs retraining on professionalism and appropriately communicating when speaking to people. Finally, I talked to a very nice manager Andrew who stated he could not do anything but call back and speak to a manager in the morning. I have called back and have been transferred to Mack and Andy on several occasions, but neither one picked up the phone or returned my phone call. I am sure not all Lowes are this way. I have been to several fantastic Lowes but do not recommend the Conroe Lowes to anyone.