Consumers, I had an exasperating experience at the Lowe's on Sawmill Road yesterday. A few days ago I purchased four bottles of floor cleaner. I had a $10.00 off coupon for a purchase of $25.00 or more. Apparently the cap on one of the bottles was not screwed on tightly. On the way home it had completely spilled out onto the floor. Yesterday I took my empty bottle with the receipt to the Customer Service desk. I explained what had happened and said I wanted to do an even exchange for another bottle. The young man went to give me a refund but told me he could only give me $3.10 back instead of the full $5.00 because I got a discount on it with the coupon. I told him that was ridiculous because I would have to pay an additional $1.90 to repurchase it when all I wanted was an exchange. Confused he went and asked someone what to do. He gave me a receipt and told me to go through the check out line with the new bottle and everything would be fine. Once in line the next cashier did not understand what he should do. I told him about the even exchange and he said he had only been there for 2 weeks and did not know how to do it. I had him call the customer service man to clear it up. I explained to him that he just needed to swap the item out. Then another customer representative looked at the receipt and said well you got a refund and I assured her I did not. She took the receipt and said she would be right back. A good fifteen minutes transpired. I realized that the girl went back and started taking care of customers ignoring my situation. Now this is where I lost it. I walked over to where she was waiting on someone and mingling with her co-workers. Very loudly I voiced my exasperation and stated that I did not have all day to wait around until they figured out how to handle an even exchange. I also voiced how insane this was that no one at the counter or registers understood how to do a simple even exchange. I even expressed that doing an even exchange was not rocket science and I would like the issue resolved. At that point I turned my attention to the first young man who had waited on me and told him I had things to do and I was leaving with my cleaner now! By then they were horrified and just wanted to appease me. He was very politely opened the “do not” exit door for me and I walked out with my cleaner in hand. What should have been a ten minute errand turned into a forty minute nightmare. The strange thing about it is if I did not give them the receipt they would have given me the full refund. Then I would have very simply repurchased it and happily gone away. By the way, I am usually very patient and kind to all the wonderful employees in the retail business that I encounter but this was just more incompetence than even I, The Bag Lady could handle. For now happy shopping!
Laurie, The Bag Lady