Ordered a washing machine from Loews. Deliver was/still is not happening. - Tilted Forum Project Discussion Community

illdeviant · 10-18-2006, 03:56 PM

Not sure if this is the right place to post, but if the mod can reroute I'd appreciate it.

Ok so I bought a washing machine from Loews about seven weeks ago.
It took 1mth of back and forth to negotiate a time for delivery. Once they come, which of course, they decide to notify me 24 hours ahead of time, the guy 'installs' it. We run it, and I guess the chasis or something was busted, so as it filled, water ran from the machine (not an issue of bad connection into wall hot/cold, output lead).. so of course I arrange for another deliver, this time it was fortunately more succinctly addressed for the week after. Again, notice of 24hours, and I was given a time of 10am-2pm on a sunday which is fine. The guy arrives at 9am RAPS on the door, rings the bell, and calls. They did that for at least a good 5 minutes. Cause obviously if no one answers the door when you're an hour before schedule on a sunday morning, you'd think hey maybe they're at church or something and leave. but NO. these fuckers keep going knowing full well that you're waking people up. So I go to the door, still groggy knowing full well that my alarm was set for 9:45 (cause I'm capable of following a damn schedule) I tell them that I'm not expecting them until 10-2.. they say it's 10. I check the time to verify full well taht they're lying. great. On top of that, when I say no, come back when you're supposed to, this fool gives me the ultimatum (attitude/anger -cause he had every reason to be pissed.. obviously) that 'if i don't make this delivery now, then I'm gonna have to come back later in the day( saying it as if threatening maybe tomorrow, or the next day or watever). They leave, and come back.. get this.. at 9:45. NOrmally sure you're a couple minutes early watever. no prob. but after lying and giving me attitude its like wtf? Anyway , this guy comes in and gives me shit saying that they don't have the parts, the guy who last came had no clue what he was doing, we'll come back when you get the appropriate hose. So i go 'ok ' maybe the last guy had no clue what he was doing. maybe this guy is fucking with me. so be it. he leaves and I get teh appropriate hose and call again to arrange delivery. That delivery date was yesterday. They tell me 10-2 again. Whole day no show. I call and they claim they came at 9:45. right. bullshit. I arranged again for today, also 10-2. They don't show. I call at 2:30. The guy tells me it's Really delayed today blah blah blah. He can't tell me when they will come. I call at 4, he tells me 6. I'm thinking more BS. Low and behold no show.

Now how do I go about this. I hardly think just dropping the order is worthwhile now that I'm this far in. It sure as well won't hurt Loews in the pocket. What do you guys recommend?

-Of course call loews and talk to a supervisor or something. .
-I'm thinking that this delivery company is 3rd party. something local to my area. should i bother calling them? I just feel like based on how shitty it's run now, they're won't be any reprucussion for anyone anyway.
-Is there somekind of consumer advocate thing? online?

I just feel like calling Loews and bitching for a compensation will only yield some garbage store credit (after all this crap who would want to shop there) and that nothing really changes in the long run..

Also I just cant fathom how a company like that can make any money. It blows my mind. I don't know. Have any of you had this kind of trouble with 3rd party deliveries? b/c previously I bought 2 filing cabinets from office depot and it took for ever to deliver as well as the fact that the first delivery... the cabinets were like gored thru on the sides.. it's like some monster jabbed talons THRU the side of the cabinet and just ran it down.. so that just exponentially made a shitty delivery experience worse cause I had to navigate the bullshit for another deliveryl...

sorry for the cursing and whatnot, it's just so frustrating.. dont get me wrong though.. I mean if you're late or early or watever, I won't chew your head, but some professional courtesy.. I mean we're big kids here aren't we? These experiences totally give me flashbacks of working at the Dept of Health and MEntal Hygiene (a govt institution in NYC).. ineptitude at it's finest..

Anyway. any suggestions as to approaches? Thanks

ratbastid · 10-18-2006, 05:16 PM

Call the general manager at Loews. They're generally known for high customer service, so bringing the manager's attention to this issue should get it resolved.

If not, submit your story to http://www.consumerist.com .

snowy · 10-18-2006, 06:45 PM

Quote:

Originally Posted by ratbastid

Call the general manager at Loews. They're generally known for high customer service, so bringing the manager's attention to this issue should get it resolved.

If not, submit your story to http://www.consumerist.com .

I assume you both mean Lowes, the home improvement chain.

At any rate, yes, Lowes is known for their customer service. My family prefers Lowes hands down over Home Depot, because we've had much better luck with their service. Like ratbastid said, call Lowes and ask for the store manager. Hopefully, they'll be able to take care of it for you, and sort out your problems with the delivery.

Sage · 10-18-2006, 06:52 PM

I third. Call Lowe's. My brother works in the corporate office of Lowes and they're all KINDS of bending over backward to make people happy- they're still the #2 home improvement store in America and they're working hard to change that. Keep in mind when you call that it might not be Lowe's who's making the deliveries- so don't get pissed. Just be calm, firm, and professional, and you're much more likely to get what you want. Catching more flies with honey than vinegar and all that.

ngdawg · 10-18-2006, 08:20 PM

I had the same issues with Lowes when we bought our washer a few months back.
We'd bought a front loader and the stand for underneath that raises it 15 inches and has a drawer. Delivery was to be the next day. When the delivery guys went to put the stand on, it didn't fit. They installed the machine anyway and I called the store. No problem, the stand will go out the next day. It didn't. I called. Oops, seems they didn't have the stand in stock after all. It'd take a week. Week comes...no stand. I call again. They check, stand is in, it will go out the next day. I said I wouldn't be here, make it two days. They put it on the truck anyway for the next day and, wow, I wasn't here.
This crap went on for three weeks until the stand finally got here-they gave me the one off the floor that was higher priced but for what I paid originally. If Lowe's is serious about customer service, they have a funny way of showing it.

illdeviant · 10-19-2006, 05:10 AM

Yea . I know escalating is the best way to resolve the situation. I just don't know to who. I figured if you guys could give me a title, then I wouldn't have to play telephone with 17 departments. Now you guys say general manager. Do you guys know the fastest route to him? Perhaps in person at the store? Should I talk to deliveries dept and escalate from there? Customer Service? Etc.

now regarding ngdawg's comment of Lowes' customer service, and adding to everyone else, I gotta say I agree in the sense it's not their fault, but I just feel that this third party delivery guys they hire are their burden and that after talking to the third party they're incompetant and aside from bitching to their higher ups I don't think that anything will change within the company nor will I get any compensation for the hours I've spent with this situation. Unfortunately, I think it'll fall on Lowes' head to lay some smackdown , apply pressure and make things change as well as offering compensation for 3P's (delivery company) mistakes.

-Another update, continuing the story...they were slated to come yesterday at 6pm. No surprise, they DIDN'T come. Instead, they called at 9 to tell me they'd be coming at 10PM. WTH? They actually arrive on time in their SUVs.. no moving truck. SUVS.. some other guy met them w/the washer, so there are 2 SUVS in teh driveway and they installed.. it took them an hour.. There's literally a door from the backyard into the laundry room. but that's besides the point. They somehow managed to get water all over teh floor (flashbacks) and I made a point to make sure all the connections were tight and no leakage. This was hardgiven the pool we now had in the laundry room. They left and after the fact, when I was running the machine, 3 of the 6 connections were leaking. I had to tighten.. managed to with an old ginormous wrench after ninja'ing around the basement and contorting to some crazy positions. WHen done, I ran it again to see if it was legit and after feeling the pipes, saw that the input hot/cold lines were INVERTED. But to tell the truth, the pipes from the wall aren't intuitive. The hot is on the left and right is cold. I don't know if there's some kind of convention or indication on the pipes, but perhaps it's not their fault in assuming? I'm actually heading out to boston for awhile and I don't need my dad doing more shit after a 12 hour workday so I called 3P again. and here go back into the loop of dementia once again.

Might as well have the delivery guys over for breakfast tea we see them so often.

ratbastid · 10-19-2006, 06:27 AM

The individual store should have a GM that's over all the department managers. That's the way big chains usually run things, anyway. If you call there and ask for the General Manager, you'll either get him/her on the phone, or, more likely, leave a message for him/her. If the latter, be clear that you're a dissatisfied customer and you're looking for him/her to make things right. Be polite, but firm.

10-18-2006, 03:56 PM	#1 (permalink)
illdeviant Crazy Location: Lawn Guyland	Ordered a washing machine from Loews. Deliver was/still is not happening. Not sure if this is the right place to post, but if the mod can reroute I'd appreciate it. Ok so I bought a washing machine from Loews about seven weeks ago. It took 1mth of back and forth to negotiate a time for delivery. Once they come, which of course, they decide to notify me 24 hours ahead of time, the guy 'installs' it. We run it, and I guess the chasis or something was busted, so as it filled, water ran from the machine (not an issue of bad connection into wall hot/cold, output lead).. so of course I arrange for another deliver, this time it was fortunately more succinctly addressed for the week after. Again, notice of 24hours, and I was given a time of 10am-2pm on a sunday which is fine. The guy arrives at 9am RAPS on the door, rings the bell, and calls. They did that for at least a good 5 minutes. Cause obviously if no one answers the door when you're an hour before schedule on a sunday morning, you'd think hey maybe they're at church or something and leave. but NO. these fuckers keep going knowing full well that you're waking people up. So I go to the door, still groggy knowing full well that my alarm was set for 9:45 (cause I'm capable of following a damn schedule) I tell them that I'm not expecting them until 10-2.. they say it's 10. I check the time to verify full well taht they're lying. great. On top of that, when I say no, come back when you're supposed to, this fool gives me the ultimatum (attitude/anger -cause he had every reason to be pissed.. obviously) that 'if i don't make this delivery now, then I'm gonna have to come back later in the day( saying it as if threatening maybe tomorrow, or the next day or watever). They leave, and come back.. get this.. at 9:45. NOrmally sure you're a couple minutes early watever. no prob. but after lying and giving me attitude its like wtf? Anyway , this guy comes in and gives me shit saying that they don't have the parts, the guy who last came had no clue what he was doing, we'll come back when you get the appropriate hose. So i go 'ok ' maybe the last guy had no clue what he was doing. maybe this guy is fucking with me. so be it. he leaves and I get teh appropriate hose and call again to arrange delivery. That delivery date was yesterday. They tell me 10-2 again. Whole day no show. I call and they claim they came at 9:45. right. bullshit. I arranged again for today, also 10-2. They don't show. I call at 2:30. The guy tells me it's Really delayed today blah blah blah. He can't tell me when they will come. I call at 4, he tells me 6. I'm thinking more BS. Low and behold no show. Now how do I go about this. I hardly think just dropping the order is worthwhile now that I'm this far in. It sure as well won't hurt Loews in the pocket. What do you guys recommend? -Of course call loews and talk to a supervisor or something. . -I'm thinking that this delivery company is 3rd party. something local to my area. should i bother calling them? I just feel like based on how shitty it's run now, they're won't be any reprucussion for anyone anyway. -Is there somekind of consumer advocate thing? online? I just feel like calling Loews and bitching for a compensation will only yield some garbage store credit (after all this crap who would want to shop there) and that nothing really changes in the long run.. Also I just cant fathom how a company like that can make any money. It blows my mind. I don't know. Have any of you had this kind of trouble with 3rd party deliveries? b/c previously I bought 2 filing cabinets from office depot and it took for ever to deliver as well as the fact that the first delivery... the cabinets were like gored thru on the sides.. it's like some monster jabbed talons THRU the side of the cabinet and just ran it down.. so that just exponentially made a shitty delivery experience worse cause I had to navigate the bullshit for another deliveryl... sorry for the cursing and whatnot, it's just so frustrating.. dont get me wrong though.. I mean if you're late or early or watever, I won't chew your head, but some professional courtesy.. I mean we're big kids here aren't we? These experiences totally give me flashbacks of working at the Dept of Health and MEntal Hygiene (a govt institution in NYC).. ineptitude at it's finest.. Anyway. any suggestions as to approaches? Thanks

10-18-2006, 06:52 PM	#4 (permalink)
Sage hoarding all the big girl panties since 2005 Location: North side	I third. Call Lowe's. My brother works in the corporate office of Lowes and they're all KINDS of bending over backward to make people happy- they're still the #2 home improvement store in America and they're working hard to change that. Keep in mind when you call that it might not be Lowe's who's making the deliveries- so don't get pissed. Just be calm, firm, and professional, and you're much more likely to get what you want. Catching more flies with honey than vinegar and all that. __________________ Sage knows our mythic history, King Arthur's and Sir Caradoc's She answers hard acrostics, has a pretty taste for paradox She quotes in elegiacs all the crimes of Heliogabalus In conics she can floor peculiarities parabolous -C'hi

10-18-2006, 08:20 PM	#5 (permalink)
ngdawg peekaboo Location: on the back, bitch	I had the same issues with Lowes when we bought our washer a few months back. We'd bought a front loader and the stand for underneath that raises it 15 inches and has a drawer. Delivery was to be the next day. When the delivery guys went to put the stand on, it didn't fit. They installed the machine anyway and I called the store. No problem, the stand will go out the next day. It didn't. I called. Oops, seems they didn't have the stand in stock after all. It'd take a week. Week comes...no stand. I call again. They check, stand is in, it will go out the next day. I said I wouldn't be here, make it two days. They put it on the truck anyway for the next day and, wow, I wasn't here. This crap went on for three weeks until the stand finally got here-they gave me the one off the floor that was higher priced but for what I paid originally. If Lowe's is serious about customer service, they have a funny way of showing it. __________________ Don't blame me. I didn't vote for either of'em.

10-18-2006, 05:16 PM	#2 (permalink)
ratbastid Darth Papa Location: Yonder	Call the general manager at Loews. They're generally known for high customer service, so bringing the manager's attention to this issue should get it resolved. If not, submit your story to http://www.consumerist.com .

10-19-2006, 05:10 AM	#6 (permalink)
illdeviant Crazy Location: Lawn Guyland	Yea . I know escalating is the best way to resolve the situation. I just don't know to who. I figured if you guys could give me a title, then I wouldn't have to play telephone with 17 departments. Now you guys say general manager. Do you guys know the fastest route to him? Perhaps in person at the store? Should I talk to deliveries dept and escalate from there? Customer Service? Etc. now regarding ngdawg's comment of Lowes' customer service, and adding to everyone else, I gotta say I agree in the sense it's not their fault, but I just feel that this third party delivery guys they hire are their burden and that after talking to the third party they're incompetant and aside from bitching to their higher ups I don't think that anything will change within the company nor will I get any compensation for the hours I've spent with this situation. Unfortunately, I think it'll fall on Lowes' head to lay some smackdown , apply pressure and make things change as well as offering compensation for 3P's (delivery company) mistakes. -Another update, continuing the story...they were slated to come yesterday at 6pm. No surprise, they DIDN'T come. Instead, they called at 9 to tell me they'd be coming at 10PM. WTH? They actually arrive on time in their SUVs.. no moving truck. SUVS.. some other guy met them w/the washer, so there are 2 SUVS in teh driveway and they installed.. it took them an hour.. There's literally a door from the backyard into the laundry room. but that's besides the point. They somehow managed to get water all over teh floor (flashbacks) and I made a point to make sure all the connections were tight and no leakage. This was hardgiven the pool we now had in the laundry room. They left and after the fact, when I was running the machine, 3 of the 6 connections were leaking. I had to tighten.. managed to with an old ginormous wrench after ninja'ing around the basement and contorting to some crazy positions. WHen done, I ran it again to see if it was legit and after feeling the pipes, saw that the input hot/cold lines were INVERTED. But to tell the truth, the pipes from the wall aren't intuitive. The hot is on the left and right is cold. I don't know if there's some kind of convention or indication on the pipes, but perhaps it's not their fault in assuming? I'm actually heading out to boston for awhile and I don't need my dad doing more shit after a 12 hour workday so I called 3P again. and here go back into the loop of dementia once again. Might as well have the delivery guys over for breakfast tea we see them so often.

10-19-2006, 06:27 AM	#7 (permalink)
ratbastid Darth Papa Location: Yonder	The individual store should have a GM that's over all the department managers. That's the way big chains usually run things, anyway. If you call there and ask for the General Manager, you'll either get him/her on the phone, or, more likely, leave a message for him/her. If the latter, be clear that you're a dissatisfied customer and you're looking for him/her to make things right. Be polite, but firm.