the more experience i have with lowe’s customer support, the more frustrated i become with them. i placed an order on the lowes.com website and they were supposed to deliver the product via UPS. the UPS web site states that the package was delivered and was left on the porch. when i arrived at home later that day, there was no package on the porch. i’ve never had a problem with UPS deliveries left on my porch before.

i called lowe’s customer care to let them know about the problem. i explained to them that i did not receive the package. they told me that UPS tells them that the package was delivered. so then i told them that i know that UPS is telling them that it was delivered and that’s why i checked the porch that day to get the package, but upon arriving at the porch, the package was not there.

they checked the UPS tracking system again and informed me that the person who signed for the package was…PORCH. oh, right, it was left on the porch. so they tell me that they will forward my inquiry to the internet sales division and that the internet division will contact me in two days. the support person got my telephone number AND email and though i did not like the idea of waiting for two days to get a response to my inquiry, i was willing to wait to see what would happen.

two days pass and i haven’t heard word from the internet division of lowe’s. one of the biggest pet peeves i have is when someone tells me that they will do something and they don’t do it. i would have been less irritated if they contacted me and informed me that they are still looking into the order and need more time, but instead nothing. and that kills me.

so i contact support again and tell them about my situation. the support person begins to tell me that she will forward the inquiry to the internet sales division, but i tell her that i’ve already called before and that is the same thing that i was told two days ago. she pauses and i hear some typing and she tells me that indeed it is true that there is a record that i called two days ago and that the inquiry was forwarded to the internet division.

i ask if i can get a phone number to the internet division, but she tells me that she doesn’t have that number. i ask if i can get an email address to the internet division and she directs me to the lowe’s web site’s contact us link. fine. i sent an email via that contact us link, but i’m not really hopeful that there’s going to be much progress there. their web site BARELY works to begin with.

so the resolution is that she will note that i called again to inquire about the missing package and that she will forward my inquiry to the internet division. i should hear word on tuesday. i’m going to see how this plays out and give them the benefit of the doubt and wait until tuesday to see if i do, indeed, hear word.

both CSRs that i talked to were courteous and apologized for the inconvenience that i was experiencing. i’m sure that the apology is part of the script that they are instructed to use, but still, their staff seemed to be polite and courteous…just ineffective.

all of our other deliveries from our registry have been delivered from lowe’s have been delivered without incident, so maybe this is an isolated case, but it annoys me to no end that i was promised that they would contact me and they didn’t.