Lowe’s Loses

Shopping on-line can be a crap shoot.  Sure, those photos and descriptions are enticing, but will the product really be the same once it arrives?

That’s why I try as much as possible to order from retailers who have a local brick-and-mortar store in case I need to do a return.

That’s assuming the product arrives in the first place, of course.

Newly purchased houses are needy things, as anyone who has ever bought a home can tell you.  You do your best the one or two times you see the house prior to purchase to calculate how much money you will actually need to buy it and make it livable.

But there are always small things you miss.

When viewing our new home prior to purchase, we noted that both the front and side doors were very solid and had good storm doors, but never considered the fact that the side door has a large old-fashioned window that could easily be broken should a burglar wish to get in.  Estimates for a new door were out of our price range, considering all the other work we still need to do.

So, hubby suggested we install double locks and a window guard.  The locks were no problem – there are lots of local locksmiths, and we had them within a day.  The locks must be keyed from both sides (no dead bolt), so someone trying to get in would need the key to open the door, even if they broke the window and reached around to the inside.

Unless the burglar was small enough and agile enough to climb through that side door window.

A family discussion ensued.  We live in a good suburban neighborhood.  A minister lives next door and generally is around during the week when we’re working.  The people on the other side either work nights or don’t work at all – at least, the father is generally around during the day keeping an eye on things.  Bars on the window would make us feel like we were living in the city.  But bars on the window might also make certain members of the family feel safer.

The appearance of safety won out.

The locksmith did not have a window guard.  He said they used to carry them but stopped for some reason – possibly because most suburban houses don’t need them or were built with windowless doors.  We checked the all the local hardware stores, and they had nothing in stock that would fit the window and seemed strong enough to keep anyone out.

So, we went online.  After extended searching, we finally found a window guard at Lowes.com.  Looked strong enough, the perfect size for our window, and affordable.

Within minutes of ordering, an automated response arrived that the order was received and was being processed.  Two weeks later the order was still “being processed” with a notation that an email would be sent once the item was shipped.  The delivery deadline came and went with no email that shipment had been made.

Then one weekday at about noon I received an email that my order was available for pickup at my local Lowes store.  Yay – apparently got there without actually being shipped, but who cares?

Two hours later I got a second email from Lowe’s telling me that shipment of my order had been delayed and asking for my patience while the order was processed.

Say what?

A couple of days later, I got an email from Lowe’s reminding me that my order was awaiting pickup at the local store.

Not willing to leave anything to chance, the following Saturday morning, hubby called the store to verify that the item was, in fact, there.  He was put on hold for an extended period of time while they “checked” – and eventually he was told that yes, they had our order.

Our local Lowe’s store has the on-line order pickup area in the front of the store where the returned items are also processed.  It’s a very small area.  When we arrived Saturday afternoon, someone had returned a toilet, someone else had returned a double vanity and mirror, and there were also returns of flooring and ceiling tiles.  There wasn’t a whole lot of space left, and there were a lot of customers either picking up or returning.

After scrambling over and around returned items, we eventually got to the cashier.  She took our order number and called to the back for an employee to retrieve our order from “30A”.  Twenty minutes later, that employee was apparently still retrieving.  Ten minutes after that, said employee came to the front to advise he could not find the item.  I told the cashier that they apparently had it just that morning because they told us they did.  The employee was sent back with instructions to find someone to help him look.

Twenty minutes later, the same employee returned to the front of the store and began looking all around the counter, the surrounding area, and throughout the returned items awaiting restocking.  Eventually, he admitted defeat.  We were, needless to say, not happy.  We had been standing in the same spot for way longer than either of us was used to, or leaning on returned items to take some of the strain off our feet.  Puppy Cody was at home waiting for her dinner and her walk.  We had just wasted an entire afternoon that could have been spent in much more productive activities.

I told the cashier to take my number and call me when they found the order.  We left the store.

It’s the next day, and I’m still waiting for that call.

Never again will I order anything from Lowes.com.  That was probably the worst on-line shopping experience I’ve ever had.

Puppy Cody is now responsible for watching that side door, at least until we can find a window guard or afford a new door.  She’s not a little dog and does her job well.  Anyone who tries to shimmy through that window is going to get his (or her) face (or ass, depending on what body part comes through first) bitten off.

“Make my day, burgler!”

PS:  Please forgive the blurry photos.  I dropped my camera once or twice and the focus isn’t as crisp as it used to be.  If the house doesn’t suck up every penny I have left, I hope to buy myself a new camera at some point down the road.  Please be patient while I process that intention.


I love to hear from my readers. You may comment on this post, comment on my Facebook or Twitter pages, or email me at cordeliasmom2012@yahoo.com


Images by Cordelia’s Mom

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28 Responses to Lowe’s Loses

  1. Typical isn’t it, and certainly no brownie points for customer service.
    We’ve recently had an interesting exercise with hoover bags. They don;t make our hoover anymore, and thus no hoover bags available from the store. Luckily I had the packet from our last one and the catalogue number on it was still valid, although it was no longer in the book or on line. Our nearest store had 4 packets, so when we went (20 miles) on another errand I went in, and purchased their last remaining 2. Going elsewhere and having already check availability, again 4 were in stock, but by the time we got there, only 2 were left, so we had those too. We are very frugal with our bags, even though I hoover every day. As was pointed out to me if the hoover goes bang, at least I’ll have a lot of bags.


    • I hate when they discontinue parts for an otherwise functional household machine. We went through it with filters for a water purifier. When I finally found some filters, I stocked up enough for 2 years worth. Then, of course, the purifier itself went. Can’t win either way.


  2. Jane says:

    I hate Lowes. You can never find anything and then it is not what you wanted in the first place. We ended upi trusting Home Depot when we remodel. Much better success and pricing. Cody looks like he has it covered anyways.


    • Lowes stuff is a little more upscale if you’re looking for that, but I definitely prefer Home Depot. I’ve ordered online from Home Depot a number of times and have never had a problem with them.


  3. joey says:

    That is a damn shame. It’s a pretty door, Cody-enforced a plus!
    I worked at Menards for four years and so I’m partial. I go to Home Depot for paint, but I seldom go to Lowe’s. Last being when I bought curtains for this house four years ago. Three Lowe’s stores I went to for eight panels. I do love my curtains though 🙂


  4. Victo Dolore says:

    The last photo with Cody standing guard… terrifying. I certainly wouldn’t be inclined to crawl through the window! 😉


  5. willowdot21 says:

    Customer service is dead, again the internet is the problem. 💜💜


  6. Vicky V says:

    I’m always nervous when I order online from a store I haven’t ordered from before.
    Cody looks awesome guarding your door!


  7. Dan Antion says:

    Good customer service is rare. I’ve recently purchase two storm doors from Lowes. I ordered both in the store and they both arrived, but picking up each one required about 45 minutes to find a guy and for the guy to find the door.

    With those keyed deadbolts, make sure you have a key that’s always accessible on the inside. If you have to get out in a hurry, you don’t want to be looking for the key.


  8. nickc324 says:

    That is so frustrating, especially after they said it was in.


  9. markbialczak says:

    So darn confounding, CM. They need to find a better way.


  10. Al says:

    That is one of the biggest issues with shopping online. It’s not always “WYSIWYG” – What You See Is What You Get. Items may be broken, damaged, dirty, or a completely different colour due to lighting conditions and post photography adjustments. No longer is it the case of The camera never lies.

    I hope you can get a cheap alternative, but Cody looks happy to stand guard in the meantime.

    Good luck in your new home, CM.


  11. I hate Lowe’s. I also hate Home Despot. But like you, unless I know the manufacturer and the product, I’m reluctant to buy stuff for the house without seeing it myself.

    We have a local place in town and even though it costs a little more sometimes (but NOT all the time), we shop there. They deliver for free and they actually know their products You can find a sales person and ask questions. AND get answers! Imagine that!


  12. Pingback: Lowe’s Loses – Again | Cordelia's Mom, Still

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