Lowe’s Home Improvement Warehouse Store of

I’ve spent over $ 3,000 at this store from December 13 until January 14 because the chain has a lot of superior products, superior to Home Depot. I have been very discouraged by my recent purchase and the stores reaction to my complaints. The stores personnel are more concerned with defending their processes than listening to a valid concern and finding a remedy to save a customer. I bought a ceiling fan intending to install it. I also bought a 30 inch extension rod from the same mfg, a brand that appears to be a Lowes affiliate. When I had all the pieces ready for assembly I realized the rod supplied with the fan and the accessory rod were dissimilar on both ends. I read all the instructions with the fan and looked for some with the rod to no avail. I called the store, and then went in. No one offered any help. I went home trying to figure out what I should do. With no success I went back to the store asking for help. The man said I could have it installed for less than $ 100.00. Not a good deal, considering it’s not rocket science and I had installed 5 previously. But I had no alternative. I went online requesting installation. Someone was supposed to call within 48 hours. After 5 days I went back asking about installation. They asked how high? I said about 10 ft. They said well then you will need to pay $ 35 for a site assessment. I showed them a photo on my phone, showing the spot where the old fan had been removed with a ladder under it and a hook on the beam with a rope pulley. They said no, company policy was to visit to see what was required. So I paid and someone was to come out. A guy did, spent about 1 minute and left. When asked when it would be installed he said, as soon as I get the OK from Lowes. After 5 days I called the store. After being on hold for 5 minutes I cancelled the call. So I went into the store, another wait for someone who didn’t come in 8 minutes. I left asking to have the person who hadn’t shown to call me. No one called so after a few hours I called asking for the GM. I talked to someone who said the installation couldn’t start until I signed a contract in the store, all news to me, so I went back. I signed a contract for installation that now cost a lot over the original $ 100. The installer did a good job. No problem with the product or the 35 minute installation. The problem was their was a disconnect with their 2 products that should have been explained. The problem was there was no respect for my time. The problem was up charge for a fan 2 ft higher than standard. The problem was every person I met in the store was sullen, arrogant and condescending. Even when they called and met me to refund the $ 35.00 they were sullen. I asked if they were hoping to remedy the situation the woman, I think her name was Katherine said, yes they were studying it. I spent 200 dollars and wasted about 6 hours and countless gallons of gas, because because they lacked product knowledge and couldn’t understand or care about my frustration. As a successful owner of two retail stores I would have suspended or terminated every person I encountered. There is an unfortunate culture of denial and arrogance at this Lowes. Too bad because they have some good products, and poor service?
12÷18÷14
To follow up, we had a recent problem with the same fan and the Lowes corporate staff got right on the problem and had local people call me and arrange to replace and install a new fan at no charge. This is the kind of service I have come to expect and appreciate.