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A Lowe's customer took to social media to express frustration after receiving the wrong orders not once but twice.
The unhappy customer shared their experience in a detailed post on X, the platform previously known as Twitter.
Lowes Mix-Up Sparks Online Outrage
In Phoenix, a customer's frustration with Lowe's became a public spectacle after receiving the wrong delivery twice.
DJ Ambazo (@djambazo) vented on social media about the home improvement giant's mistake, saying, "Lowes, comedy of errors in Phoenix." He highlighted a bizarre situation in which he was delivered a used barbecue instead of the new one he ordered, not once but twice. Ambazo accused the company of trying to cover up the mistake.
He described the ordeal as a "complete mess," criticizing the lack of assistance from both customer service and store managers. Although he noted the delivery crew was polite, he did not mince words about the company's overall incompetence.
Lowe's response to the debacle was a prompt to contact them directly: "If you have any more questions or concerns with your order, please send us a DM." The company's policy allows for the return or exchange of most new, unused merchandise within 90 days of purchase with a receipt, suggesting a potential remedy for such situations.
However, Ambazo wasn't the only customer dissatisfied with Lowe's service. Rheanna Miller (@rmil89) shared her own negative experience, dealing with a defective product and misleading information from the company's leadership. Despite the clear solution, she found no one willing to assist her, calling the situation "Shameful."
Lowe extended a similar apology to Miller, but repeated customer dissatisfaction highlights ongoing challenges in customer service and delivery accuracy.
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In July 2023, Lowe's reinstated Georgia employee Donna Hansbrough after her firing for trying to stop shoplifters led to social media outrage. Hansbrough, who worked at Lowe's for 13 years, was terminated for violating company policy by pursuing the thieves outside the Rincon store, resulting in a black eye from an assault.
The incident, involving the theft of approximately $2,100 in merchandise, garnered substantial support for Hansbrough on Facebook, with many criticizing Lowe's decision. The company's reversal came after senior management's review and a public statement emphasizing employee and customer safety over product loss.
Lowe's CEO Shares Optimistic Outlook Despite Sales Slump
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Last month, Lowe's CEO Marvin Ellison shared insights on the company's future during an earnings call. He highlighted a recent downturn in sales and noted that the demand for home improvement projects has not grown over the past year.
Ellison discussed several factors that he believes will drive a positive trend in demand for home improvement. These include the ongoing shortage of homes, the rise in millennial households, older generations choosing to stay in their homes, and the continued prevalence of remote work. He expressed confidence that these trends would boost demand from both homeowners and professional contractors.
Despite this optimism, Lowe's reported a 6.2% drop in sales for the quarter ending on February 2. The company also anticipates a decrease in sales ranging from 2.5% to 3% for the current year.
Ellison mentioned the possibility of an economic "soft landing" despite the uncertainty surrounding future interest rate cuts and their timing amidst slowing inflation. He also acknowledged the uncertainty about how quickly consumers will adjust their spending habits in response to these changes.
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