Lowes of Meyerland – Issues, looking for options
Hello, I am looking to get some advice on how to handle this situation with Lowes, Store #1570, Meyerland.
I custom ordered a french patio storm door from this store on 06/04/21. Went to the entire cycle of having someone come over for measurements then going back to the store to place the order. I was given a lead time of 07/14/21.
I called several times between 07/14 and 07/21 but no one at millwork doors and windows would pick up and the customer service person looked up the status of the order and couldn’t find anything, several times. I finally went in on 07/21 and spoke to the guy who sold me the store. Gave him the PO and then she said he forget to “pull the order” so that the 3rd party installers would get notified. Honest mistake, their short staffed, so I was cool about it. Then the installers called and scheduled the installation, came in on 08/03. Installer said there is a part missing in the order and he cant start work. So the door and other parts were kept in my garage. So I went back to the store to get the missing part ordered on 08/04. The store guy blamed the measurements/installer guy, and the measurements/installer guy blamed the store. Anyway, Lead time 14 days. I told them I don’t want to come back again and again so make sure the order is pulled when it arrives. Guy at millwork gives me an email address to send him a reminder in a week. I did, and got no response. 08/18, still no update, so I went into the store. The part was there in the back but the order was not “pulled” again. The guy gave me the missing part and said he will notify the installers. I didn’t buy his incompetency and asked to speak with the manager. The manager apologized and tried to call the installers but of course they didn’t answer, he put in the request in the system so they get notified and said he will call them again in the evening. I took his business card because he said to contact him directly if other issues arise. Which I did on 08/26.
The installers haven’t called to schedule an appointment neither have got a response from the store manager.
Its been almost 3 months since I have placed the order, 6 trips and numerous phone calls.
This is ridiculous.
What are my options? How do I escalate this? Refund may be tricky since its a custom order but services haven’t been rendered yet.
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