Lowe’s ships wrong product, it’s apparently impossible to reach someone who can fix it

By | June 27, 2020

My letter today to the CEO of Lowe’s:


June 27, 2020

Marvin Ellison, CEO
Lowe’s Companies, Inc.
1000 Lowe’s Boulevard
Mooresville, NC 28117

Dear Mr. Ellison,

While I understand the challenges businesses face in providing service to customers in the midst of a pandemic, there comes a time when service is so poor that even in these times a complaint is warranted.

I placed order [elided] on the Lowe’s web site on June 23, 2020. I ordered a shovel and a broom.

The shovel arrived on June 25.

However, on June 26, I received not a broom , but rather, of all things, a trash can lid. The packing slip included with the trash can lid claims that it is a broom.

On June 26 I called your customer service in an attempt to get this fixed. I gave up after waiting on hold for a half hour.

After that I sent a direct message to your Twitter account asking for assistance. A day later, no one has responded to my direct message, despite the fact that your Twitter account has responded to many other public complaints in the interim.

Today I tried reaching customer service on the phone again, and once again gave up after a half hour.

It is unfathomable to me why, in this era of record unemployment, when people are desperate for work and telephone customer service is a job that can be done safely from home, Lowe’s is incapable of employing enough customer service representatives to answer the phone in a timely fashion.

It is also unfathomable to me why, in this day and age, you don’t provide a mechanism on your web site for reaching customer service online, thus forcing people to resort to complaining about you publicly on Twitter if they don’t want to wait on hold for hours.

Now I’ve had to waste not only my time trying to get this resolved, but also my money sending you this letter.

Please fix this.

Sincerely,

Jonathan Kamens

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