I speak with another person, the delivery Manager Kim, I explain the situation. She tells me that she doesn't see an order for the ice maker but will look into it. At this point, I'm already irritated that I didnt get my stuff, that I had to call, that I was on hold forever, and that the first person I talk to TELLS ME what I did. Kim gets it and says she will call me back same day with a resolution.
I gave these guys 3 chances to fix my issue.... I'm STILL WAITING for them to address it. Yikes... what happened to that stellar customer service I had before? Maybe they have a different staff now, but if I could give a negative star rating, I would.
Updated review:
HORRIBLE CUSTOMER SERVICE AND DELIVERY!
I'm sick. I'm so sick with this place, but what can I do? I already paid for my stuff. The money I spent buying ice- gone. The time that I can never get back waiting for them to show up; That valuable time I could have been out with my family doing fun stuff on my only day off; That time that I could have been getting stuff done during this crazy busy holiday season-- GONE FOREVER.
Saturday LESS THAN AN HOUR before my scheduled time frame start, they say that their driver has called in sick and have not been able to do any of their deliveries that day. Why did they wait so long to call me if they knew all morning? I could have been out doing stuff that morning!
By Wednesday, we still haven't heard anything back so I call Lowes. The first person I talk to tells me that I "walked out with the water hose when I paid for them". Instantly irritated...Don't TELL ME what I did when you weren't even there! I kindly explained to her that they made me pay for the hose with my whole order, but I did not take it home. Why would I take it home anyways? Don't the delivery guys just bring it when they install the ice maker?
I'm pissed. I changed my schedule a total of FOUR TIMES. Of the 4 times they should have called me, they only contacted my once. The other 3, I had to chase them down and call and wait and be put on hole further WASTING MY TIME. I've had to go to the store and buy ice for my drinks and parties, even further WASTING MY TIME and MONEY.
They also tend to be out of propane quite frequently. The advice I was given by a cashier was to call ahead as they are often out. Who has time to do that? Would be better if they just simply ordered more, as it is produced locally, shouldn't be a problem.
Lowe's as a corporation will have what you need overall. The Waikele location could stand some improvement. The men's bathroom is always quite disgusting. On a recent visit at 9am the bathrooms were still dirty from days prior. Extremely unpleasant.
Worst Lowe’s ever. What happened to their service? Probably because it’s Hawaii. The 2 or 3 times I had to come in you typically see 5 people at the customer desk, helping no one really. Half of them texting on their phones or talking story. Tried to return an item after I had provided my phone number, as they have signs posted saying “No Hassle Returns”. Of course the incompetent people that work here don’t seem to understand that function on the register, so I come with no receipt, thinking they finally got smart like Target. Nope. Customer Service Manager’s name was Kamu, and was about the rudest person I’ve ever encountered.
I reschedule for Monday... my THIRD RESCHEDULE. And guess what? No one freaking showed up.
I recently purchased 2 air conditioners and was told at customer service they did not know how to fill out the ticket to arrange it. They sent me to the far side of the store and then I got sent back to the other before I found someone who could help.
TLDR; Don't waste your time here for appliances needing delivery. In all honesty they are still ok for other small items using a military discount (but my horrible experience has shied me away from them).
The day of my delivery, they get there and they dont have the ice maker portion to go in my freezer nor do they have the water hose. The delivery guy says that the ice maker is not on their delivery paperwork, but once he gets back to the store he will call us and let us know. This is on Monday.
So I call them on Tuesday to see whats up. I speak with Kim again, she tells me that they have been having a hard time with their drivers showing up on the weekend. She said someone should have called me to let me know that they were not showing up so I didn't waste my whole day. That would have been nice, but it didn't happen. She apologizes and we reschedule AGAIN for Saturday. Friday they call to give me the time frame. All seems good to go...
All the people I have felt with, with the exception of the initial customer service rep, have been very polite and helpful. This is completely ruined by the poor service trying to get my purchase delivered and installed. Customer service is clearly not a priority once they have your money.
I was told I would be contacted within 2 days for an appraisal for the install. This actually took 5 or 6 days before I was contacted. They came out the next day for that. I was then told I would again be contacted within 2 days to arrange the actual install. 5 days later I get a call trying to again set up the appraisal that had already been done. I was told they would call me right back, didn't happen. And now they are not answering their phones at all.
She calls me back and says that they are going to schedule a delivery for the ice maker. We schedule it for that upcoming Saturday. So I move my schedule around to make sure I am home on Saturday. Friday, I get no call indicating a delivery window and Saturday comes and goes and no delivery.
I really think that it could be managed a lot better. Toilet is a lot better but it has to be maintained for cleanliness. I think that there should always be somebody in each department as a point of contact when you need help. Where are they when you need help. Are they low in manpower, hiding or this store is just not managed well
Other than these grievances, the store (other than the bathroom) is always kept well, no safety hazards, and mostly friendly staff.
So after a positive experience I had with them in the past, I decided to come here to get a replacement fridge. The sale and everything went smoothly. I had to wait almost 3 weeks for a delivery, but I've worked in this industry so I know how it can be. We make our schedule adjustments so someone can be home that day and wait.
The guy says that they will call to schedule.
Lowe S Home Improvement is a US Hardware Store based in Waipahu, Hawaii. Lowe S Home Improvement is located at 94-805 Lumiaina St, Waipahu, HI 96797, USA.
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