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Emailed Lowe’s CEO and got a quick response

While reading through my Google Reader feeds, I happened upon a post with Robert Niblock’s contact information. Robert is the ” First Vice Chairman, Chairman, President & CEO” of Lowe’s Corporation. I decided to email him.

But I wasn’t emailing to complain. Rather, I was emailing to praise Lowe’s. Here was my email, with some identifying information edited out:

Subject: Cheers to Lowe’s

I found your email via consumerist.com. I just wanted to say that I actually enjoy shopping at Lowe’s, specifically when compared to Home Depot. The stores are always clean and well laid out, the workers are helpful and courteous, and the prices are usually better. I just wish that Lowe’s was closer to us in Rockville, MD. The closest is in The Kentlands in Gaithersburg, MD, which is about x miles away. In comparison, the Home Depot is only about x miles away. Sadly, I must give them my business due to time constraints and the cost of the extra gas. I wish there was a closer, more convenient Lowe’s to the xxxxx zip code!

And just 9 minutes later, I got a response from ole’ Bob’s blackberry:

From: Niblock, Robert – Robert A

Micheal, thanks for your feedback. We will continue to try and get a store more convenient to your home. Take care.
————————–
Sent from my BlackBerry Wireless Handheld

He actually spelled “Michael” wrong, but that’s ok. I can understand how his thumbs might be tired after probably receiving a few hundred emails already, thanks to The Consumerist. Honestly, I didn’t expect any email back, although I WAS hoping for a coupon (hint, hint). Looks like I will have to settle for my Home Depot for the time being until a Lowe’s is built closer to me.

I really do like shopping at Lowe’s, just like I said in my email. I’ve visited about 5 different Lowe’s across 4 states, and probably the same number of Home Depots, and the comparison is always the same between the two. But my father-in-law explain it to me that Lowe’s is more for professional contractors who know what they want, need fast access to it, and don’t tend to carry stuff around needlessly and drop it wherever they want. Home depot is, well, the opposite.

What are your thoughts on shopping at Lowe’s? What about Home Depot?

For ways to save at Lowe’s and other great stores check out these other great articles.

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41 Comments

  • You people are a riot, pitching fits because a company has policies and won’t break their backs bending over backwards to kiss your butt over something that isn’t their fault when they are already going a mile to make you happy in the first place.

    • I for one do not want any co. to kiss my butt just want the damn truth from their workers Lowes In w. Cola Said they would have someone to pick my riding lawn mower up and take it to one of their contractors called about five times each time i was told a flat out lie emailed you and never heard from Lowes ceo or the janitor so you people are not so great in taking care of customers needs now tell another lie and dont answer this one again Bertha Wilkes Harr

  • Dear Mr. Niblock, I live in Washington, DC and was so happy to have the first Lowes in the area. It is a beautiful store but the management and customer service is the worst. I ordered custom made shades for my front porch and they were delivered and left on my porch without any notice. I called for several days to get them installed without any success. I called the store and was put on hold or they let the phone ring for several minutes ( 20 or more rings). I wish I had never placed the order. I called a different dept., to let off steam and found a young lady that tried her best to assist (Yakina is her name), but no success. I am happy that she did try. Please address this issue since you have a beautiful store and I hope we get to keep it.

    Thank you.

  • On 9-4-2016 I purchased blinds from your store in Fredericksburg VA. Some arrived, some arrived broken and some never arrived. Replacement blinds have been sent to my home (left on my doorstep while I was on vacation) and others are in your store and I’m waiting for those to be delivered.

    People are horrible at follow up and CONTINUE to call me on 540-373-5893 although I have requested they NEVER use that number. This is the worse experience EVER and its obvious no one cares to resolve it QUICKLY. My contact number is 540-538-2220.
    It is 10-25-2016 and I am still reaching out to you for what I paid for in full. Blinds that cost a total of $690.11.

    I realize this is not the customer service dept and I am posting and sending this message to every outlet available until this issue is resolved to my satisfaction.
    There is no sense of urgency from employees to have the remaining blinds installed until 11-11-2016 when others are scheduled to be here.

    A VERY FRUSTRATED CUSTOMER
    William Wilson, JR
    Project number 484852755

    540-538-2220

  • Mr. Niblock
    Sir, we are on our third fridge from Lowe’s in five years. We are under the manufacture’s warranty, and we have always gotten the extended warranty. The head tech from Stanley’s Repair advised me day before yesterday that it probably can’t be fixed. Ice Maker doesn’t work, Freezer has holes in the bottem, wires burned up in one of the drawers, water leaking from the ice maker and that is what burned out the wires. You may be a great guy, but we need help. We were told that Whirpool would not care anything about our needs…and Lowe’s has done NOTHING for us. Mr. Niblock, you may be a wonderful man, but your Kansas City, Missouri store sucks! The manager there knows exactly what we are going through and has done nothing….I went to Rants and Raves and they pretended they were going to help. I don’t know if you will really get this, but will send a hard copy to your coorperate offices.
    Thank You
    Pat Mulholland

  • Mr, CEO, or to whom this may concern I am a regular customer of Lowe’s in Erie, Pa on Keystone Dr. and I am a very unsatisfied customer at this point concerning the fence that was put in July 2017, and I have visit back to the Store in person and not getting anywhere with the Store, they always away, on lunch break, or maybe Vacation left several of messages haven’t received a call back yet, and I know there must be someone who can come out and solve this problem to satisfy me in this matter, or you all come get this fence out of my yard, and take it down, or I will find a source of having me a proper fence put in, this problem has been going for about 5 months, and I have been over backwards to be a value customer, i look forwarded hearing from you as soon as possible. Mr. Willie Hopkins phone number: 814 454-3918

  • Mr. Niblock,
    I am hoping you do read this. I have been dealing with your Wentzville MO. Lowes now for 8 months on my install of carpet and tile job of only 800 sq ft of carpet and 50 sq ft of tile and it is still not finished and i am still getting many stories of no concern, no rush, and sorries, doing the best we cans, etc… I AM DONE WITH THAT !!!! This is past the frustration point.. There is so much more to this story and wish you could contatct me for the details.. You need new management and an overhaul in this store and people that care about their job and your company.. and a new third party contractor that does the same. This is INSANE …. This job should have been finished in 3-4 weeks TOPS !…. WE ARE 4 MONTHS SHORT OF A YEAR and its still not finished.. I REALLY need to speak with you .. I have pics, dates, names, etc…. . before i take this further.. Thank you for your time.. I hope this site is legit….

    • I have the same issue here in SC; could you contact me directly please.
      The Lowe’s Executive team is useless in help.
      Enough is enough, and reaching Mr. Niblock attention is impossible.

  • We purchased a refrigerator from Lowes in the Hartsville S.C store , it is still under the protection plan. we called for two days, we talked with someone, they said someone would call us back. No one has returned the calls, were put on hold several times for 30 minutes, someone finally answered said they would call back. The refrigerator will not cool. We need someone to help us with this problem and get it fixed. My phone no. 843-537-3578 Thank you Billy Sellers

  • Theories in our home town sucks big time ,they are not senior friendly and I live in Brazoria county we just experienced a hurricane “Harvey” I understand that our communities are all working to get things going again but at 10 min till 7pm I arrived and parked in handicapped and as I very slowly walked to the door the man standing in the door way and never said a word and when I was 12 ft from the doors he closed them locked them and walked away he saw me struggling to get to the door knowing that and closing the door on my face was unacceptable so I’m contacting you to let you know I’m a retired Corp manager of retail business especially and I will spread the word thru media and let our news channels know that seniors aren’t welcome at Lowe’s I am so angry cause people are helping people all over Texas from every where and this man just wanted to go home and saw a slow old person and COULDN’T be bothered so my mission now is to show the way Lowe’s treats customers in a time of need.

  • Hello! We are still dealing with a entire remodel of our home, which began in November 2017. We chose to use Lowe’s of Palm Bay as our sole-source supplier for the entire project minus some quartz shelving in the bathrooms. We spent over $45,000 on all of the supplies purchased through this Lowe’s location. Unfortunately, for anchor pieces (kitchen cabinets, kitchen appliances, our front door, and shower door) we have had no end of difficulty. Where the mgmt. of Lowe’s has attempted to right the wrongs that have occurred we are currently stuck with a shower rod and liner where a shower door should be in the master bathroom. We have been scheduled and forgotten five times (today is the fifth scheduled appt that has not been made). We have paid for the shower door, the install was being comped by Lowe’s due to a snafu with an earlier issue related to this lengthy remodel project, and yet we have no shower door.
    Concurrent to this issue is the installation of our front door, which was done by Lowe’s a couple of weeks ago. This is the second new door install since February. Unfortunately, our new front door #1 was damaged by a Lowe’s third party vendor while they were moving out a defective kitchen appliance (the refrigerator). Please note that our home exterior was painted as soon as the new front door #1 was installed. The insurance company for the third party vendor was dragging its feet on getting the claim wrapped up and Lowe’s interceded by ordering a new door and arranging for the installation of the door. Installation of new front door #2 came with a price afterall…the paint around the front door is damaged and needs to be repainted and the holes made in the door for the many screws, need to be filled and painted. We feel the door is installed at the 80% point and now we get to pay for someone to complete the job…again.
    We are tired. The amount of our time and energy that we have taken to help work these many issues has been ridiculous. It shouldn’t be so much to ask that when you say you will take care of something, schedule an appt. that you stick to it and that the customer not be left in the role of babysitting the contractor to ensure he keeps to the schedule.

  • Dear Mr. Niblock: We had a very bad problem to happen at our house last Sunday. Our window unit Air Conditioner went out. So the next day My boyfriend Bobby Crawley went to the Lowe’s Store here in Augusta, the store is the one at Peach Orchard and Windsor Spring Road. Store Number 1116. Well we purchased the Air Conditioner and we paid the 170.00 to have it installed. Well the sales associate told us that it would be 24 hours before someone called us. Well 24 hours passed and no one called us, so I called the store and spoke with a manager I believe he said his name was Bill, well I told him what happened and that we were told we would have the air conditioner installed, he told me that Lowe’s does install air conditioner, I told him we were charged 170.00 and I want this done. So he please hold and he was looking up the order and he found the order well needless to say the installer never called us until Thursday well I went to the store to pick up my air conditioner and I had the 170.00 credited back to us. I think the service we receieved was very poor. And when I called the corporate office a lady by the name of Jeannine told me that she could not talk with me about this that my Bobby would have to call. Again Poor Service. There are very lazy employees in this store especially at Customer Serivce. I have worked in retail for 15 years and I always gave 100% to my customers.

  • Hello President Ellison,
    My name is Margaret (Peggie) Maillet, you can call me Peggie. A week ago this past Saturday I went to the Lowes in Derby, CT, I am in the process of remodeling my bathroom. My contract gave me a good price on his labor if I took care of the supplies.
    When I walked in I went to the porcelain tiles and asked to speak to a manager, I had been on line previous and I had an idea of what I was going to order on a lot of the items. I tried to print them from the cart, I used my computer at work, which is a no,no but I wasn’t busy. The cart listed I had 99 items in there which I know I did not and maybe that was the reason why it wouldn’t come up. Because I shouldn’t have been on it anyway I didn’t want to ask anyone at work to help me.
    A women named Dee, showed up and she asked this very young man to help me. To tell you the truth he really didn’t know a clue what he was doing. With him I looked at toilets, bathroom sinks, and tubs. He asked an older assist to help me, which I on a few of the item you didn’t have in stock, he didn’t stay around much longer. I asked the young man if we could go on the internet and look up items, He brought the internet up and we looked at a few items, I could see he was lost, and I guess he realized it so this other employee named Keith A. stood at the computer with me and over 3 1/2 hours later I had everything picked out; at least I thought I did. I was not ready to place the order because the contractor was coming to my house the next morning to tell me the square footage on the bathroom so I knew how many porcelain wood tiles to order. He had trouble printing the items at the computer which we were at so he went back and forth to an other. He told me the print out would be at the customer service desk. I took a sample of the tile up with me to purchase it so I could show the contractor. On the print out the last two digits of each item did not show.
    My contractor did give me the measurements I needed 280 square feet. So at this point I was able to order the items on my list. I called the customer service number–1-800 and talked to someone that clearly didn’t know what they where doing so I asked to speak to a supervisor, she then after waiting several minute, put me on to a women name Jill in North Carolina. Jill, I explained to Jill the experience I had with the store and how I was very disappointed in the service I received. She told me she would give me a 10% promotional discount along with a 10 % Administrative discount. We placed the order over the phone, I told her I wanted the items to me delivered August 23, 2018, early in the morning. We placed the order over the phone, she e-mailed it to me, I gave her my credit card information. I printed the list, and soon after I received a call my an employee from the Norwalk, CT store, he was ready to ship the double towel rack to my home. I inquired about the price and he told me it was $ 69.00 and change, I looked at the list and I said that’s not the agreed amount that on my order sheet. He said with shipping, taxes, etc.. that’s what it came to. He asked if I wanted it or did I want to cancel it, I said cancel it. I looked closely at the print out and saw the final shipping/Delivery was a total of $ 130.00 for the whole order; then I realized that a lot of these items where coming from different stores and I asked that they come from the Derby Store, in Connecticut, that was my nearest store. Well I called the 1-800 number and spoke with Fred, he was helpful again I explained the process I went through with this order and my frustration and told him I honestly felt I would not consider ordering anything from Lowes again. He understood my frustration and said he would wave the shipping and delivery charges. Also I looked at the order closely with him and noticed that some of the items had a 0 where the quantity was. Again there was my frustration so we went over the whole order again and he went through the whole order with me and said take care of it. He e-mailed it to me and again some of the item had a 0 balance when it came to the order amount.
    So here’s you come in. I called your office the following day and I was then transferred to I presume one of your assistants named Britney who listened to me, put me on hold, returned to our conversation and said a Manager from the Derby, CT store would call me soon after our conversation to take care of this whole matter, she said she would follow up with me today. I talked with Jim Daylida, and over the phone we went through the order. I told him as on now I had four holds on my account and I did ask an internet employee if she could tell me what items these where so I could keep track of what was placed and coming in. She was not able to tell me. He told me he would cancel and credit those charges back to my account, which was done. He was going on vacation at the end of the week, I was not able to get to the store by 1:30 any afternoon before he left so we went again through the order over the phone. He told me the porcelain tile I picked out was not available anymore so we picked out another. I went over the phone and the square footage I needed and which again was 280. He looked on the internet I told him I saw a Natural Timber Ash wood that I like, he gave me an item number which is 942452. The order was placed, I told him I wanted to pay for it all, and be assured that everything would arrive at my house on the morning of August 23, 2018. He took my credit card information and I had two deductions from my account. He told me that some item would come from the Derby, CT the remaining from the Milford, CT store. On Friday thinking everything was set I went to the Milford store to get a sample of the Natural Timber Ash wood porcelain tile. There was this gentleman sitting at the computer, so I asked if he could help me find a sample of the tile. He put the item number in on your inventory system and said they didn’t have it. Now what would you do if you were told this. I asked him to go to the internet website and we found the item. We went over and I got a sample. Under the description of this item # 942452 we both read that it was $ 2.00 and that each tile was 2.54 square foot. I proceeded to look for a spring rod for my bathroom shower curtain, plus a hook for my hair dyer and also I was looking for just a cover for my ceiling-heating/light for the bathroom ceiling. Another gentleman help me, I’m sorry I can not remember his name. He tried to help me with that, but he said I would have to replace the whole unit. I said, “but I just had the fan fixed” he said I’m sorry but call the manufacturer and see if you can get it from them. I passed a desk where there where four employees gathered talking, I asked if anyone was a manager. Pauly said he was, we when over to the porcelain tile which I picked out and I was a little puzzled because he said this tile sample is $ 10.13 cents. I asked if he could help me, I explained that Derby store said that some of the items ordered was coming from your store, Milford and the remainder their store, Derby. We went up to the pick-up counter he tried to find my order. The new order number was hard to read but he located the number. Oh course, they did not have the order there. He found out the order was with Sterling which I understand is the nearest warehouse to where I live. I asked if he could print out the order which he did. I went over the order with him and saw the Natural Timber Ash Wood Porcelain tile and question it. He told me I was getting it at a good price, I did tell him about the discounts that was given to me.
    This passed Saturday I went through the order that he gave me it said that $ 740.44 was charge to my visa card, ending in 4460 and I received a total discount of $ 726.46. Dee told him that everything was paid by me in advance.
    President Elison, I sat Saturday morning for over 3 hours going through the receipt I have that Derby store, in CT, e-mailed me and the order from Milford that is supposed to be filled by Sterling, your warehouse. My main concern is number one, am I getting the right tile it is evident that I need # 553878, quantity 112 pieces, Pauly said yes, number 2, will I receive my whole order on thrusday August 23 rd, 2018, and 3 am I paid in full. I desperately need to know this. Now I am concerned to the point if I’m even going to have enough money to do this project.
    It’s after 9 am. I am going to call Britney back at 1-(866) 284-8989 ext. 6587111, but I want to give her some time to get situated at her desk. I must say she was quite pleasant to work with, so where most of the employees I have death with, on the internet and at the store. I am puzzled though that some have no idea what they’re doing, gathering together all four to BS and why wasn’t I assigned to just one person sit down at a desk and place the order with him, I think I would have a better understanding of this whole process. Just as an example, a women came in in desperation she was looking for a saddle, that’s a piece or wood that goes in between doorway evidently she had workers at her home. She was trying to explain this to one of you employees which of course he had no idea what she was looking for, so I said I would help you. I explained it was a piece of wood that went on the floor to join to floors together under a door. He then realized and brought us over to where they where. She had a sample of the floor which I told her they would have to polyerathaine it because her floor was already laminated. President Elison, because I’m a women you may think I don’t know what I’m doing, I built a home in my parents home, redid they’re kitchen with wallpaper and stained they’re cabinets, painted 4 rooms. When I built a room I even bought my own carpet for two areas and installed it myself. I made a shadow box shelf and built my own artificial fire place. People could not believe what I had done. I did this one summer during college break. I started from the beginning, insulated in the attic studded and sheet rocked myself, I had my younger brother’s aid who assisted me with my direction. for over 11 years I was a Supervisor over 12 employees in a local Hospital Warehouse which was over an inventory of $ 3 million dollars. I inventoried the whole warehouse myself placed order through one of our Purchasing Agents and dealt with many Vendors. I also had the responsibility of making sure all the Nurses Units where stocked. I was over the Receiving Department also which maintained the flow of incoming and outgoing products. I can not comprehended your system of doing things and the difficultly in placing items for just my bathroom. “So please help me get this order done and delivered on time”

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