May 30 2014
Lowe’s Online Ordering and Store Pickup

Updated: I placed an order for three items, about an hour after I received the email that the order was ready I went to the store and the order was ready.

From the past experiences:

I placed an order online. Received the email that the order was ready for pickup 20 minutes later. I show up at the store 6 hours later and the order had still not been retrieved. This is not the first time this has happened. I have ordered online and picked up at least five orders, and all of them except for one I had to wait longer than it would have been for me to go and pick out the merchandise I ordered myself. This time I had to say something. The online ordering with store pickup is broken at this store at least and needs to be fixed. The assistant Manager, Manny tried to help but he was just trying to be nice, after disappearing for 20minutes I saw the employee walking the store with my order and pulling items from my order, that was supposed to have been pulled 6 hours ago! Yes, I saw the employee walking around the store picking my order, this again is not the first time. I told Amanda the other Assistant Manager that this has to stop, if Lowe’s is going to take this seriously this has to be the last time this happens. That if I order one more time online and it is not ready when I arrive, that they have lost me as a customer! For not taking me seriously and not addressing the issues.
Amanda was cordial and listened and offered to credit me for the order of $55. Which was some consolation after waiting for an hour for my order that should have been ready when I got there. They also don’t give you a receipt when you leave the store with the merchandise. So there are a number of operational issues that need to be fixed.
If anyone talks to Amanda or Manny at the Burbank store they are more than familiar with what I experienced today. Nobody should have to deal with this.
I suggested than any of the employees should be able to be assigned a list of 10 items and retrieve them for a customer within 10 minutes or less. I had less than 10 items, and those items if they had not been pulled, I should have been told so at the beginning, not 30 minutes later after waiting thinking that the order was in the back being loaded on a cart. My order was small items, 48362-1144.

Please get this fixed so nobody else has to deal with this ever.


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