Judging from the response to my previous post, I’m not alone in my crappy experience with home improvement chains. Well, I am happy to report a possible ray of hope.
On Monday, I fired off a letter of complaint to Lowe’s online customer service, the first of my planned letter-writing onslaught. I didn’t think that would light much of a fire (do people really read those?), so I had the names and addresses of every member of their executive board ready to go. But before I could make my next move, I got a call.
Tom from Lowe’s handled things really nicely. He was sympathetic, he listened, and he apologized. He didn’t make me feel like some nutjob he was just trying to appease so he could go on break (I’ve worked retail, so I know the difference).
He also offered us a nice fat discount if we’d still take the doors, and promised delivery for this Monday. And because of the ordeal with the insulation rebate, he’s giving us an additional $50 gift card for our trouble.
I told him we’d give them one more shot so we’ll see if he comes through. I hope so, because Lowe’s is closer to Starbucks than the competition.