Lowes Tries To Silence Sucks Site For Complaints About Lowes
from the did-someone-call-Streisand's-name? dept
We've covered a variety of cases involving so-called "sucks sites," where someone registers as a domain name the name of a company and appends sucks to the end in order to create a complaint site. Companies have often complained that these sites are trademark violations, but that usually doesn't pass the moron in a hurry test. The latest such case involves home improvement store Lowes. A guy who bought a fence from them was upset that the installers botched the job. Lowes refused to take responsibility, so he set up a site at Lowes-Sucks.com and promptly received a cease and desist from the company claiming trademark violation. While early on, a few companies were able to get sucks sites shut down, it's become a lot rarer, as judges tend to recognize that criticism is perfectly legitimate -- and no one is likely to confuse a sucks site as being endorsed by the company. In the meantime, of course, in sending out such a cease and desist, Lowes has just drawn a lot more attention to the fact that they won't take responsibility for the botched fence install. Wouldn't it have just been better for business to fix the damn fence?
Reader Comments (rss)
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They fixed this on monday
You guys really need to update your site over the weekend. Too slow.
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Didn't even know!
Amazing! I didn't even know about this anti-Lowes site until Lowes tried to shut it down. Thanks Lowes!
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lowes
I had Lowes put carpet in my house a couple of years ago. As they were getting thru and sewing up there carpet job they told me they did'nt cut off doors and left me with no front doors on my house on a friday afternoon. I had no one to do this job as I was'nt told I'd need anyone to cut my doors or even that they would need to be cut. Every time I try to do anythiong at Lowes I get Screwed.
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Lowe's doesn't install anything...
All installs are done by independent subcontractors arranged through Lowe's, so Lowe's is not directly responsible for a botched job, the customer needs to direct their complaints to the contractor that actually did the work. Although I worked at Lowe's, my department didn't deal with the sub-contracted labor, but I would assume that there is a contract between the customer and the installer that could be pursued to remedy complaints.
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What's the story here?
I want to love Lowe's, I really do--mostly because I despise Home Depot but I've had nothing but problems with them. Botched orders and insanely bad customer service (an entire department left me standing at a register in the middle of putting together a quote so they could go do an hour of training).
That being said, "sucks" sites are, in my opinion, all right and I think companies would do well to address the concerns there *if* they contained any sort of constructive material. Typically all they are is "F-so-and-so I hate 'em cause they screwed me". How does a company address that? Especially when the weight of the internet dogpiles on. Should they try and get them taken down? Of course not--it only makes them look like bigger asses.
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Re: Lowe's doesn't install anything...
Wait... I buy something from Lowes, THEY subcontract the installation to a third-party, the third-party screws it up and Lowes expects me to go to the third-party with complaints?
My complaints go to whoever I wrote the check to, not who they wrote a different check to. The court summons would also go to whoever I wrote the check to.
Subcontracting does not remove the contractors responsibility or liability.
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This is why me and my dad...
Do all the work ourselves... We don't trust morons up there getting paid minimum wage.
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Corporate Domain Name
Many companies have bought up all the combinations and permutations of TheirCompanyNameSucks.com to prevent people from launching this type of Web site.
I guess Lowes dropped the ball on this one.
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"All installs are done by independent subcontractors arranged through Lowe's, so Lowe's is not directly responsible for a botched job, the customer needs to direct their complaints to the contractor that actually did the work"
Actually they are directly responsible, client has no contract with whoever Lowe's subcontract the work to, they have it with Lowe's.
The subcontractor is 0% liable to the client for the botched job but they are liable 100% liable to Lowe's, who in turn are liable to to the client
When you subcontract work like this, your subcontractors mainly represent you, not themselves. Which is why companies should always pick their subcontractors very carefully
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look at both sides of the argument
As far as the fence goes, yea, it looks like the installer's work was kind of sub-par, but nothing that couldn't be fixed in an afternoon by a qualified installer (although its not up to an installer to level out your yard so the fence touches the ground everywhere). The fact that Lowes would not even attempt to fix the obvious problems with the gates says a lot about how little the manager at that store cares for his customers. Or... how much of an asshat this guy is. I'm kind of leaning towards this guy being an asshat, from the way he goes on and on about certain things. I've been on the both ends of the same customer complaint conversation before, so I feel for the guy, but I can also feel for the store manager, having to deal with guys like this is tough. I can imagine this guy demanding all sorts of things from the store manager, to the point of being unreasonable and overreaching.
So who is in the wrong and who is in the right on the subject of the fence? Probably a little bit of both. You want a chain link fence that is escape-proof, then you have to do a little more work to your yard to make sure there are no dips and valley's. Chain link fencing can't make quick elevation changes, because you have to stretch it very tight, and stretching it makes it straight. If your lot has a lot of those dips, you need a different kind of fence.
However, the moral high ground goes to this guy. As soon as Lowes tried to mess with his freedom of speech, they crossed the line. Yea, he might be a pain in the ass, yea he might be completely wrong, or hell... even outright lying (I don't think he is), he might even have some sort of mental issues (I doubt this, as well) but he certainly has every right to critisize and complain, up to the point of making threats or outright slander. So, piss off Lowes, I would never shop somewhere that uses legal threats to try and intimidate people, especially when they have no real legal standing, and are relying on their size and bankroll to push people around.
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Re: look at both sides of the argument
When Lowes came out to take measurements and do a site survey their fence installer should have pointed out any preparation work that was necessary. When you purchase an installed product you are purchasing the installer's experience and knowledge, and they should have told him how the dips and valleys would affect the escapability of the fence.
When I bought a Corian countertop through Lowes they gave me very explicit instructions about the preparation that must be completed before they would install the countertop.
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"My complaints go to whoever I wrote the check to, not who they wrote a different check to. The court summons would also go to whoever I wrote the check to."
That would be the subcontractor! I have purchased many items from Lowe's, and had them "arrange the installation". When the person is done, I write the check to the person who did the install. The only check I write to Lowe's was for the actual parts. I do not write out any check until I am satisfied with the completeness and quality of the work.
To those people talking about doors being left off or fence not properly installed, don't pay for it until it is done to your satisfaction. If you use a credit card, you can put a "cancel" on the payment pending dispute resolution.
As for the sucks sites, my biggest complaint with them is that they usually morph into a bunch of posts where people give opinions with no facts to back up the comments. The original poster may have their facts right, but the respondents are usually just slanderous.
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wow
I never knew there were so many whiners in the Techdirt forums. What a bunch of wussies. Did you even read the guy's site? He documents everything and even though IANAL, I find his legal arguments convincing. The fact that the EFF is backing him up surely says something. Now, I'll still buy stuff from Lowe's, but I'll be danged if I ever let them or their sub-contractors ever install anything in/around my home and I'll make sure everyone I know does the same.
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Re: Lowe's doesn't install anything...
what are you talking about? the customer contracted with Lowe's... not with Lowe's sub-contractor. Lowe's is the contractor, because the customer contracted with Lowe's. Lowes is directly responsible, unless Lowes told the customer, "Hey, we don't install this, but here is a list of people you can call, or you can install it"...
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Having installed fence for 15 years (one of my first jobs) you can plainly see the installation is botched.
That said, Lowes is not the only place to get a fence. There are actually fence companies that do this and only this. If you get fence from a big name because you have their credit card and it looks like a good deal with the savings chances are the cost is saved somewhere . This looks like they saved it on the installation.
If you look at his site and see how much the fence moves that is in part that it is a small gauge wire fence and you can attach a wire that runs through the bottom that is a fix for this.
The posts moving looks like they put bags of dry concrete in the holes. Not always the best option, saves time and money though. This is also only talking about one installer, his or her experience or lack of shows.
Lowes should fix the problem, as I am sure there is a warranty . The fence should also be paid for maybe minus the labor . That will keep the bill collectors from bothering you .
I hope the next time this guy needs fence he shops around and doesn't choose the big guy just for the price. I do think that Lowes should also check out the work of their installers. It is their name on the line in the end not the installers.
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Sucks
I love suck sights My fav is state farm sucks .com Its nice to have a place to vent over a rectal probe
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Lowe's is bleeding cash at a pretty fast rate these days, and same-store annual sales are way down. The stores have cut hours ($$$) to the bone to stave off the hemorrhage, unfortunately a bad move.
Decreased employee hours results in a domino effect:
1) fewer employees on the floor/registers
2) unhappy customers, leaving without buying or going to the "big orange box"
3) good employees leaving for other companies
4) decreased revenues
5) stock prices plunge...
6) unhappy customers post "sucks.com" websites
7) fewer customers
8) repeat until stock values near zero...
Business economics 101, courtesy of Lowe's
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Really?
I'm a fan of getting consumer rights but there are ways to go about this. Jumping straight to Lowes-sucks.com bypasses the correct way to solve issues. He should know who is working on his property and what subcontractor they are employed by. He should have read his warranty for parts and labor (his parts warranty could be in jeopardy because of a incorrect installation. He then needs to contact Lowe's about the issue, when the do nothing he needs to follow the directions on the local builders association website and contact the BBB. If that fails then go for the Lowe's sucks plan but please don't skip the steps that are there to deal with issues.
My job was created because my company had no customer service.
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Re:
Retail is down as a whole, not just Lowes, or Home Depot. Everyone in retail is sweating their job right now, myself included!
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Sucks Site done right?
I have to say suck sites sometimes do a good job of getting their point across and often are born out of a company's lack of response to complaints.
I formed Milan Properties Suck after my management company started screwing over their tenants (including me) on a regular basis. At times we didn't have hot water, working heat, and more often than not these issues went unresolved for months - ans sometimes they never were resolved at all!
After several tenants learned about the site and started contributing it became a productive place where victims of this management company could get help with their problems.
Yes the management company in question (Milan Management/Properties) has sent me numerous cease and desist letters threatening me with legal action and NEVER following up because they know the things posted to this site are true - and because they'd be smacked with an Anti-Slapp motion. Suck sites work....if the company pays attention to the issues at hand and resolves them....
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botched installation
Lowes should have sued for 'defamation of character' because that is what a 'sucks' site is really all about. I don't bother to view any 'sucks' sites because I believe that when you have a complaint, you should take it directly to the person(s) you are complaining about. Broadcasting the complaint to the world via the Internet is a low-blow. No pun intended. Complaint sites should be allowed on the Internet but ONLY if they do not contain any form of defamatory substance. For example: I don't need to cuss someone out in order to let them know that I am displeased with something they have or haven't done. The 'sucks' sites are sites that are counter productive to our culture. If I were the judge in this case, I would have taken that heavily into consideration while reviewing the case. Judges can correctly administer the law without having to omit their ability to use common sense. I happen to have the same last name but I am not related or affiliated with Lowes in any way. ..just pure coincidence.
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Re: botched installation
I'm here doing searches for fencing at Lowe's and find this... Problem for Lowe's is I don't even need to go to Lowe'sSucks.com now... This has been enough information for me to shy away from Lowe's...
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Re:
Recently caught in the massive lay-offs from Lowe's (not for any performance issues, but because if my manager haddn't laid me off, "corporate" would bum-rush him and get someone in there who would slash payroll...)I can now more clearly see the bigger picture.
A year of so ago, Lowe's finally realized that Home Depot had become the punch line to every "bad customer service" joke in America and struck back my inflating their payrolls and flooding their store aisles with red vests and "WOW" customer service.
And it worked.
Now that they've won over most of the DIY crowd and a sizeable number of contractors, they feel it's safe to just cut manpower to the bone and say to hell with the customer.
Everyday over the last couple months I heard comments like, "You guys are getting more like Home Depot everyday", and "What happened to all the help?"
Bottom Line? Bottom Line! If Wall Street is happy, Lowe's in happy. So if you own Lowe's stock and are waiting for that dividend...get used to waiting in long lines and looking down empty aisles for those (no longer easy to find) red vests.
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Re: look at both sides of the argument
A month or 2 after this man's fence was installed, a new store mgr transferred in. Only when this man's website was put up, did the new store mgr find out about this situation - more than a year later?!! No notes in his file, nor phone calls were made. Sure the pictures show a bad job, but where was he when the job was being done? The responsibility is not only with the contractor but the consumer as well!!! Also, why did it take so long to complain if in fact the contractors did a bad job? Did he mention that he charged it with no interest for a year? AND has made no payments on it? I think his sorry, broke ass couldn't pay for his installed fence. The way I see it, he falls right into same category as the rest of these Statesboro, GA locals . . . sorry, worthless, pieces of crap that expect something for nothing!
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free speech
HEY MORONS.A SPADE IS A SPADE.WHATS THE MATTER HAVE YOU ALL FORGOT THE RIGHT TO FREE SPEECH.LOWES SUCKS ANYWAY
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Re:
I dont believe jack knows what he's talking about,
Yes the contractors are independent,the contractors are also
security screened,their job history is checked,Their work
is rated by customers on a weekly bases and if it drops below a set percentage the contractor is let go,lowes seeks
to find the best subs it can find,and does a pretty good job of it,
their pay scale is set to try to draw interest from highly
skilled people,and for the most part does.
The sub is 100% liable and worried about pleasing the customers,at risk of loosing their job,and can be penalized
easily due to their contractual obligations with lowes.
Customers are trying to scam lowes more and more by making false accusations and playing lowes against the subs and vis-versa,trying to get somthing or everything for free.
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All newly installed decks and fences falling down
Watch out, the Lowe's sales force is not updated with what are the only fasteners you can use with ACQ treated lumber. Just try it your self, call and ask a sales associate at any Lowe's. Some of the installers do not know this ether. And the ones that do shame, shame, shame. We know you have to pay for your own nails but cheaper not always better.
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I am a sub-contractor for Lowe's
Most of this comments are wrong! Your contract (the customer) is with Lowe's , but I have a contract with them also if for some reason the job is not completed up to Lowe's expectation. I being the installer have to pay to get it done correctly. Either way the customer's job has to be done correctly , all the time. Happy Lowe's installer
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Never stop payment
Post #12 gave very bad advice. Never put a hold on (or cancel check for) payment to a contractor once work is complete. In many states this is illegal and opens one up to significant civil (and criminal) penalties.
Florida statutes allow for award of triple damages -- all the contractor has to show to win is a voided check. Once paid, one's only recourse for sloppy work is court. Like others have said never stroke a check until the work is done to your satisfaction.
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Re: Lowe's doesn't install anything...
You are wrong. The company has to take responsibility for those botched jobs. The correct process would be for the store install coordinator to step up to the plate and fix the problem, and in most cases will include charging back the installer for the job. The customers are to discuss any and all issues with the store, NOT the installer. This is what they have a installation coordinator for. If customers are being told to call the installer directly, then someone needs to be trained the right way!
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Another Lowes victim
I have also been a victim of Lowes' "personal guarantee. We recently had new flooring installed into a home we were flipping. Lowes subcontracted the job and when the job was finished, we discovered a small rip in one of the vinyl floors. When I reported it to Lowes, I was told that I needed to report this to the subcontractor. I responded that I didn't hire the subcontractor, Lowes did. Even still, Lowes REFUSED to come out and look at the problem. They insisted that the subcontractor had to come out and make a determination as to whether it needed to be refloored or not. When I spoke with the sales person originally, they assured me that the warranty covered any problems with installation and that they would repair or replace the flooring if a customer was dissatisfied for any reason. But when that was put to the test I was told that that their warranty coverage was subject to their's (and subsequently) their subcontractor's discretion. In other words, it was up to Lowes and the subcontractor to determine whether or not they should repair or replace it.
DOES ANYONE ELSE SEE THE INHERENT CONFLICT OF INTEREST IN THIS?
When I sold the house, I had to give a flooring allowance of $1200 because of the tear in the "new vinyl flooring."
I avoided Lowes opting for Home Depot after that, but at the end of the day, there is really no difference between the two companies. Both lack integrity, but they appeal to our desire to keep our project costs down. Unfortunately, in some instances, it ends up costing us on the back end.
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Re: look at both sides of the argument
You want to be objective, but I can see in your ending you can't be. Being on the bad end of the piece...always...I cannot remember the last time someone took a responsible approach to their own actions. Society has become far dependent on blame of another person rather than looking in the mirror. Does anyone realize how many times a day an average manager of a home based store gets threatened by a customer with a law suit? How about how many times a day an average hourly employee gets his or her own life threatened?
I read a complaint not to long ago where a man said he felt threatened when he walked into a lowe's store and would never shop there again. What he didn't say is that he threw product at an employee and screamed in another employee's face that he was going to take them out back and throw them in a dumpster. Raise your hands if you want to help this guy! I have never known a customer to tell the truth and they really hate it when you catch them on it. Its only human nature to not try to help a person that only knows how to yell or scream or threaten.
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Lowes Does Suck
We were amazed at how closely the lowes-sucks.com guy's experience matched our own here in North Carolina: Our Lowes Sucks Experience
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Re: Lowe's doesn't install anything...
That is not true. Lets look at all the details. Each install has a contract. It is between the customer and lowes.Lowes pays subcontractors to do work. The customer does not pay contractors.Lowes is responsible for all work.
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LOWES POOR CUSTOMER CARE
I bought $564 worth of merchandise from Lowes in Port Charlotte Florida to take part in the $10 coupon for $50 spent. I had ten coupons, worth $100 and went into the Lowes store yesterday to buy some items. I got to the cash register and my total was $116.64. I handed her the 10 coupons and she asked some type of service desk manager and came back to tell me you could only use one per purchase. I was so ticked I just left everything in the cart and walked out. I will be going back, and I will make sure I sort my items to spend the least amount over $10. I am also looking at items I have purchased from Lowes that I have not used/opened, and I will return everything that is new. So, instead of having a happy customer that is doing a load of remodeling on two homes and a condo, so would be spending lots of money, they have an angry customer. I will tell everyone about my poor experience and will NEVER buy another thing from them. I spent $30,000 at Home Depot last year, so all of my future purchases will be made at Home Depot. Beware of Lowes promotions, they are devious.
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another poor customer service complaint
My husband and I bought a home that was in the process of being remodeled...We are not rich people...so we have been remodeling it ourselves...My father is a contractor and owns two construction businesses, one roofing company and one contracting company. My father being the nice man that he is bought us 25 boxes of tile from Lowe's to help us out. My father spends quiet a bit of money at Lowe's each month and sends his customers there to pick up materials. So Lowe's can personally thank him spending tens of thousands of dollars with them each year. My husband and I did not really like the tile, but took it back to exchange it for another style of tile-wrong...we thought that we would take it back. My husband and I loaded up all of this tile and took it back to the store and they were rude and lacked any type of professionalism. The lady at the return desk at 5pm took back two boxes of the tile and gave us a pretty little Lowe's card for an in store credit. We asked if we could bring the rest of it back and they said yes, so my husband and I loaded up all of this tile...just for them to tell us that they could not help us...they said that the tile had been discontinued and they WILL not take it back...so between 5pm and 7pm they discontinued the tile...does that make any sense to anyone...My father will no longer be shopping at Lowe's...we have torn up our Lowe's cards and not doing business there any longer...Nick Cobb is the store manager at the one in North Little Rock and he did not have the courtesy to come to the return desk and speak with us...he would only talk to the lady at the return desk by phone...how inconsiderate...I am not saying anything slanderous, just stating the facts..I am completely and utterly offended by this store...Where is Robert Niblock (ceo of Lowe's)...let him have to deal with this poor customer service and see how he likes it....I am so disgusted about this.
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Re: lowes
I work for Lowe's Installs and I can tell you that, if this was done in the last year+ you should read your contract better. It clearly says the installers don't cut doors. I don't know why they don't, or who would think to ask, but it's really important to know what you're signing (front and back).
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Re: Re: Lowe's doesn't install anything...
You are correct. YOU as the buyer contract with Lowe's, not the subcontractor. The sub is responsible for their work, yes, but the chasing should only go: Customer -> Lowe's -> Sub. There's more to this story than what we can see about this fence job. There's no WAY my store would let a sub get away with a botched job!
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Re: LOWES POOR CUSTOMER CARE
your a scammer! wake up. you knew what you were tring to do!! quit trying to play all inocent.I would love to tell you to eat s*it!!
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Re: They fixed this on monday
YOU DON'T EVEN REALIZE HOW MUCH LOWES HAS TO DEAL WITH WHINEY, THIEVING, " CUSTOMERS" THEY ALL SPEND "THOUSANDS" OF DOLLARS AND ARE " CONTRACTORS" iT IS RUN BY PEOPLE NOT SUPER EXPERT KNOW EVERY ANSWER TO ALL YOUR IMPOSSABLE QUESTIONS HEROS!!!I SWEAR PEOPLE TURN INTO MINDLESS KNUCKLE HEADS WITH NO COMMON SENSE WHEN THEY WALK IN THE DOORS!!READ THE LABEL BEFORE YOU ASK A STUPID QUESTION!YOU EXPECET EVERONE YOU SEE IN A RED VEST TO BE A TRAINED EXPERT IN ALL THINGS REALATED TO EVERYTHING YOU SEE IN THE STORE????IF WE KNEW IT ALL WE WOULD BE IN THE PRIVATE SECTOR AND MAKING $50.00++++ AN HOUR. YEAH IT'S NOT A PERFECT PLACE BUT WERE TRYING TO JUST DO OUR JOB; SOME BETTER THAN OTHERS.IT'S ALL IN WHO YOU TALK TO, FIND THE ONE WHO YOU LIKE AND SEE WHAT THEY CAN DO.OPEN YOUR EYES AND SEE (YOUR NOT ENTITLED)WHAT WE HAVE TO DEAL WITH ON A DAILY BASES.
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Poor customer service support
Keep your site working. Lowe's as well as other companies need sites like yours to let the consumer and more importantly potential customers know how bad they are. We purchased a Whirlpool Duet W/D from them with extended srvice and it's been 2 weeks and we still have a broken machine. I must warn others about buying anything expensive from Lowe's.
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Re: Re:
You have got to work for low down lowes, I mean really the money they pay their contractors is not even competetive for one thing, and then to qualify all they need is a movie, installation guide, and an anyone can print document the gives them the privilage of working as a sub to the primary contractor LOWES, I believe that the primary contractor is the one with the insurance, and therefore LIABLE for any loss of property, or life. The next one liable will be the homeowner, because for all practical reasons the sub contractor is only doing as he is told, and if the home owner was not happy all he would have to do is ask the sub to leave......... All that said, I am a contractor and am always liable for 100% of anything that happens on my jobs, and yes I get the check first just like lowes. I needed to vent God bless all the good people that are discredited by Lowes unprofesional attitude.
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Re:
Actually Lowes pays the installer after the customer says the job is up to standard with them and if not the installer doesn't get paid.
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I've been working at Lowe's since May. I'm retired Law Enforcement, so the retail business is new to me. I'm used to liars in the field and being able to do something about them. Standing in front of a customer who demands a product that (corporate) has decided to no longer carry is suddenly MY fault. A customer wanted something we no longer carry just because he bought the identical item 9 years prior. He wanted to speak to a manager because he didn't like my explaination that 'we no longer carry that item' sir.
Let's not forget the customer who asks you for your advise on how to do something, then tells you your wrong. Even if you can provide product instructions as to the 'how to' yet you're wrong.
My personal favorite is customers who openly admit they have not 1) read the directions, 2) read their contracts 3) want to do things 'on the cheap' and when none of the above works for them, it's MY fault.
For $8.28 an hour (just to supplement my pension) I'm about to tell retail and Lowe's to take a hike. I can't cover 2 departments (due to lack of scheduling) cover 'code 3 to the front' AND answer my call button in less than 45seconds. I haven't been able to figure out how to grow more legs, and more arms, and be 4 places at 1 time all for $8.28 an hour. When you the customer can tell me how I can do all of that (because we know you're always right - NOT!) I'd love to listen. In the mean time, the next time someone tells me "I'll have your job" because Lowe's no longer carries an item (like we're the only store on the planet) I'll gladly hand them my little red vest and have them do the job...
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Re: employee
You said it well Employee!! I wish that every consumer would put on my shoes and pound that concrete floor for just one day. Working in retail has changed my whole outlook on people. I used to be a soulful, caring person with goals and aspirations, now I just have to pretend I'm still that person while being yelled at for trying to help people with project problems. What they truly need is to grow up, grow some manners or get mental help. Don't get me wrong, there are 100 great customers for every 1 that think we owe them our blood, but that 1 comes day after day. You people have no clue as to what we have to deal with. I really want to know if you unhappy consumers go to Kroger, throw your milk and eggs in the floor, yell and spit at the clerk because the chicken and cow didn't produce the product you wanted?
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I'm with ya. 20 years in Law Enforcement, standing on hot asphalt directing traffic in the heat for hours, wrestling with suspects now and again, 5 years on the bike team, and I never (luckily) had gotten hurt. My first 2 months at Lowes I developed tendonitis in my left ankle from the concrete floors. New shoes, 2 gel inserts, and I still have to wear a boot at night to help with the pain.
You are correct with the 1 out of 100 customers. Yet every shift, there is that 1. I've since learned that I give the customer all the information (including a hand-out that I've printed from home and keep in a file on re-occuring questions) I have on a product or procedure, when I'm told "I don't believe that" I can do nothing more than walk away from the customer. I've done all I can do and if that customer isn't happy with my efforts to give him all I can, then I can do no more but walk away and he/she can figure it out themselves - I mean after-all, it's a D.I.Y. store, right??
I've had SEVERAL customers tell me "Well you're the expert!!" and I reply "No, an expert makes $125.00 an hour for their design techniques, I make $8.28 an hour" - that's as honest as I can be (and I tell them just that!) I've also had to go into great detail and explain that Lowe's doesn't train us to do everything a homeowner wants to do nor trouble shoot every problem that can arise being a homeowner. Hey, fire me for being honest, right!?
But you're right, I often wonder how people act in other stores, and if they ask the stock clerk how to make a dish they read about in a magazine once, a couple years ago, then get mad because the stock clerk doesn't know EXACTLY how to make the dish 'in some magazine' they read and throw their groceries at that stock clerk and storm out the door vowing never to come back and spend a couple hundred dollars a year here! (Our store averages $170,000 a day in sales and have often hit the $1,000,000 week in the summer).
A tourist who was in town on Spring Break who had blown thru a red light, (coming close to hitting a pedrestrian in a cross walk) upon me asking him to sign his traffic summons stated "I'm never coming back here! I looked around at the thousands of people walking the sidewalks and driving the roadways (like the 100 days of hell at Lowes) and said to the driver "I don't think we'll miss you" I keep that traffic stop in mind when people tell me they're going over to the 'orange box store' or never coming back.
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Re: This is why me and my dad...
maybe with that attitude of thinking they are moroons you and your dad should not be allowed in public if you act like an ass you will be treated like one
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Re:
this is classified information!!!! But the secret is that they are doing all of this cost cutting to insure they can still pay the corporate dumb---'s there salaries, haven't you heard they have all built homes on Kiawah Island
Resort in Charleston SC this is multi million dollar property.
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Decided Not to Post-Well sort of...
I was going add a post regarding a recent Lowe's experience but after reading all the other postings, I have decided not to. Nothing in the posts here are factual (exepect the ex-cop stating his hourly wage). A true complaint should be documented with facts and paperwork and names of those spoken with. The only thing here are people venting theier personl feelings. No facts are present. The customers are complaining about things they have not read or fully understand or have not had fully explained to them. ASK QUESTIONS PEOPLE! Eveyone is afriad to ask questions these days. I worked retail management for years and there are no stupid questions. I have found poeple are in fact afraid to ask but 50 other people have the same question. I myself ask an ass load of questions eveytime I buy something. BE AN INFORMED COMSUMER - ASK QUESTIONS!!!
As for the retail employees, I feel your pain but having worked in both retail and banking for years before moving to the corporate world, all I can say is, that is the nature of the job. There will always be unreasonable people - customers, your boss, shareholders - whatever. These are an ever present part of the retail enviornment.
Yes experts do make more per hour, and if I wanted an expert I would hire one. When I go to Lowes, I expect the hourly wage worth of service because after all I am doing the project myself. If I am dumb enough not to ask questions then that is my fault. But I do expect someone to be avialable in the asile and I expect them to be polite. My problem with Lowe's as well as other big box locations is lack of service and lathargic 16 year olds who could care less that I am shopping in their store.
If you want really good service - SHOP LOCALLY! You might have to look for them and they might not be 2 blocks from your house, but it is worth it. 99% of the time when shopping at a discount store you get what you pay for. I will pay more for better service. Why give it to the CEO when you can give to the local family owned shop.
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installer facts
ADVANTAGES to being a lowes installer: no marketing costs and prompt bill payment.
DISADVANTAGES: Installers are paid approximately 70% of retail price,- Lowes keeps a third.
Lowes expects installer to supply certain basic install material instead of the customer, as per contract.
Little or no fee for "haulaway" of large difficult to dispose of items.
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customer service
the bottom line is, "customer service" is employed by any number of big box companies as a buzz word only to attract perspective customers (along with 10% off, open 16 hours a day, 0% interest for a year, and we'll match any competitors prices. their approach is to give back 10% to customers who complain and make that customer go away, instead of doing it right the first time. one must remember that mega stores make big money by bullying suppliers, forcing smaller competitors out of business, hiring an untrained and inexperienced workforce, under paying and bullying that work force, and running as many customers through the front doors as they can per day. what this should point out to anyone with a brain is "bigger is not necessarily better", so patronize smaller specialty businesses in the neighborhood where you live and receive better treatment by a merchant who cares about having you as a customer and provides better "customer service" in hopes of getting your referrals and future business.
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Customer Service
Get Real Ray!!
First lets think - A guy who works in the electrical department of a big box store make about $9.00hrly. And electrician makes about $55.00 - both are supposed to know how to rewire, voltage, amps, etc and everything about a customers home and how it's wired and 'I'm looking for one of those switchy things". If you want to purchase a ceiling fan for 5 times what they cost now, then go to the service desk and ask that the associate in that department start making $55 an hour.
Let's think about the poor chump in the paint department. Last I checked, murals, faux finishing, color coordinating, interior design are done by professionals. Professional such as interior decorators and artists demand a higher price than a guy that mixes paint. Yet the guy that mixes paint for $8.00 an hour is expected to know (according to the customer) how to faux finish everything, what colors are used in a Tuscan valley wall mural found in a magazine.
Pay the guy who mixes paint $100-$125 an hour for this professional wisdom he's supposed to have, and see a gal of paint go from $25 a gallon, to $100 a gallon.
Like the guy above, I don't ask a grocery store clerk how to make Beef TarTar. I go into a grocery store after having researched the 'project' myself and with list in hand, find the necessary items myself. I don't get upset with the dairy manager because he doesn't have the type of organic milk I prefer. He doesn't do the ordering. I don't "Umph" when the woman in the seafood department doesn't have an idea for a 'side dish' for the shrimp and scallop dinner I want to prepare for dinner. I don't 'roll my eyes' when she says "Um, it's a personal preference, everyone likes something different" I don't storm out and leave everything in my cart and vow never to return.
If you believe these types of people are few-and-far-between, you must live in Fantasy Land. They're every day, every hour, and every other customer.
We as "untrained and inexperienced" Customer Service Associates have no way to pull a rabbit out of our hat, tell you what the electrical diagram is in your home because we've never been to your home, what that 'thingy' is you're looking for (as you make hand signals), and what I think you should paint your laundryroom,(the one I've never seen).
Call us what you will. Lowe's, HomeDepot are big-box DO IT YOURSELF stores (DIY). We as employees do what we can, for the money we earn. Wouldn't you think we'd like to all be electricians making $55 bucks an hour? Or a plumber making $100 an hour? Or an artist billing $125 an hour? We wouldn't be working at a DIY store that's for sure!! We wouldn't need to. We'd know more and could ask for more based on our knowledge and expertise in each field/department. If you want to pay more, hire an professional. If you want to DO IT YOURSELF, go to a DIY store. That's what they're for!!
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"Hi Lowe's Employee - I'm have a piece of material, a rake handle, and an old lamp - could you tell me how to make a shabby chic table and chairs out of this by tomorrow I'm having company over? I'm in a hurry" "What? You don't KNOW? What kind of place is this!!"
This example maybe just a little out-there, but not by far. I loved the Lowe's Christmas commercial where the Associate had to continually guess what the customer was looking for. Now THAT commercial wasn't out-there, it was quite real. The other Christmas commercial got me too where the woman was asked to be the customer's personal shopper for his wife. That too was based on real customers. Yet, if I spend 45 minutes being a personal customer assistant, how do I assist other customers and answer their questions?
At a morning meeting, our store manager had to re-emphasize that customers do not read directions and that WE were to read the directions directly from the product to the customer. I agree, it's a Do It Yourself store and I can only do so much or give so much product information. What a customer does with it when they go home I cannot control but I'm held responsible for. All for less than $10 an hour.
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Lowes sucks
I was sold a oven a floor model with a scratch on it. It was a self cleaning oven. It was delivered and now it is not a self cleaning oven. Lowes says they will deliver a self clean for only 100.00 more ???????
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Re: Lowes sucks by Teresa Allen
So somewhere between Lowe's and your house, your self cleaning oven no longer became a self cleaning oven? I don't get it. Same oven? Same dent? Yet it changed?
Same thing happens in the paint department at my store. Customer chooses a color, we make the color, we show the color to the customer by putting some of the paint on top of the can, customer says that's the color, yet when they get it home, it changes color.
It's magic I tell ya, magic....or something.
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Re: Re: Lowe's doesn't install anything...
Absolutely right. I'm a general and have been a sub in the past, and I can definitely say that the GENERAL is on the hook for all work performed on the jobsite. If my glazers botch window installs, the client bitches to me, and rightly so. That's why I choose subs very carefully. If I get the least bit of bad vibe from one of them, I cut them off and refuse to hire them.
In this case, Lowe's is 100000% responsible for the bad fence, regardless of their attempts to weasel. Apparently they don't know much about the construction contracting bidness.
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Lowes Hiring Methods
Lowes "hiring" methods are a joke also. I applied at one store, talked to no less than 8 people, took the drug test, and was told by a manager "we don't have many people over the age of 40 here, they are a liability", and was shown the door.
I'm 54 years old.
Applied at another Lowes store, came in for an interview, and was told "there is no person by that name working here". Asked to see the HR manager and was told "that person is not available", asked to see the manager, same response.
Something is wrong here, when you go on-line, apply, get a phone call to come in for an interview, then "mind games" are played out.
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Re: Lowe's doesn't install anything...
Not correct. The contract is between Lowe's and the consumer. If the work is not up to par, Lowe's is responsible.
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Re: Re:
The contractor that botched my roof job has been paid. The contract I signed with Lowe's states that the contractor will be paid once I okay the job. Fat chance I will ever deal with LowLifeLowes again.
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loews sucks
lowes is out for one and only one thing. LOWES. They will trample on any respectable subcontractor just to get themselves out of a jamb. Dont let them owe you money, they will find a way to back charge you for something to get out of the obligation. I cant believe that a company of this magnitude can get away with the treatment subcontractors receive. Yes, I have an attitude, but I have seen first hand that the sales people sell products just for the sale, offering no care and maint. after the sale, leaving it up to the subcontractors to educate the public all the while getting paid below average prices for our work. Happily, we have chosen to drop lowes ,finding that our bottom line is better for it. Word of wisdom to those who are on the fence..lowes does suck..they suck the life out of YOUR business.
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lowes
lowes treats their employees really bad too. lowes is NOT a great place to work!
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Re: This is why me and my dad...
hey daddy and son, if you think we make minimum wage your a bigger fool than a daddys' boy. the two huge home improvement retailers have hourly employees making in upwards of 30 hr. by the way does daddy still cover you on his insurance? etc,etc.
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Re: lowes
go directly to the president of lowes, people dont seem to know that once you get the presidents name,you can register mail him and he has no choice to sign it and read your letter and tell him that your goig to better business bearue and he will know that you now have his signature to show bbb that you sent a letter and he didnt respond. good luck. the fixer upper guy
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Re: They fixed this on monday
thats why guys like you will never last at lowes cause of your type of attitude, we all know that there is alot of customers that just dont thinkk common sence and there is some that we just have to hold there hands and walk them thru, but its our jobs, we are all lucky to even have a job, let alone bitch about it. just do your job and if you dont like it, leave and give it to someone who really wants to work hard and be loyal to lowes, even though the install system needs to be corrected, but by corperate leaders, not our employees. its bad enough that lowes and home depot are getting rid of alot of great associates that knows there stuff just to cut there wages and hire kids off the street who dont know a damn thing about anything, but to cut off someone who is making $20-29 an hour to someone who can do the same,not as good, and get paid $10 an hour. this is what these two big box store are getting ready to do. i know. cause i just fired telling associates the truth.
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I was a Lowes installer for five years till i was recently fired. Lowes is there to make money and having things installed sells a lot of material for them. I have seen the problem from all sides,Lowes selling jobs the customer is clueless what they got,customers never intending to ultimatly pay for because if they bitch loud enough they will get there money back and keep the product or want a fence installed level on top and lay flat on the uneven ground[aint never gunna happen],or yes a crappy install. Yes, Lowes was a shitty company to work for at the end. They have there managers trained by other suits and have no clue what a good install or bad even standing there looking.They are unable to say 'sir this is a good install,your out of line, or sorry sir he is going to fix this right now". Lowes is left to firing installers and replacing them and hope for the best. Common sence and a sence of whats fair is beyound them so good luck to all sides, we will all suffer for this stupid corprate model they have developed
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I was a Lowes installer for five years till i was recently fired. Lowes is there to make money and having things installed sells a lot of material for them. I have seen the problem from all sides,Lowes selling jobs the customer is clueless what they got,customers never intending to ultimatly pay for because if they bitch loud enough they will get there money back and keep the product or want a fence installed level on top and lay flat on the uneven ground[aint never gunna happen],or yes a crappy install. Yes, Lowes was a shitty company to work for at the end. They have there managers trained by other suits and have no clue what a good install or bad even standing there looking.They are unable to say 'sir this is a good install,your out of line, or sorry sir he is going to fix this right now". Lowes is left to firing installers and replacing them and hope for the best. Common sence and a sence of whats fair is beyound them so good luck to all sides, we will all suffer for this stupid corprate model they have developed
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Re: Re:
i have been an installer for lowes for 10 years and soon will be leaving their employ. at frist it was'nt a bad deal they took 15% of install price but they have just about bleed me dry with their dictating and their 40% incress of work that i do they think that installers should provide materials such as caulking and lumber that is needed to complete their door installs etc; plus i have yet to see an installer let go for doing a bad job. and i have seen plenty and repaired plenty it seems like they have become so hard up for installers they hire anyone who says they are contractors they just want work done in less than 2 days and the profit and when a job has gone bad they dont want to know about it i have seen so many people come and go thru their employ i didnt know there was that many people in my city every day i walk into their store they have new faces if they dont care about emploees what makes you think they care about customers it has become a lets get the money and screw everyone as playing subs against customers thats bullshit if a sub does a good job in the frist place the customer wont make a compliant
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Lowe's Installers!
Anyone who has/thinks about/ or wants Lowe's to install anything for them should read this! I used to do installs for Lowe's (and other big box stores). As an installer, our company did not get paid on almost 20% of installs. As a sub-contractor...Lowe's promises to either make you or break you! No $hit!
It all started out GREAT!!! Money was rolling...the communication lines were open with the install sales team and the store managers. They had us think we were gods! Until...After the first six months they withheld payment on one job. The next six months went by and they withheld payment on 3 jobs. The next six months went by and they starting holding back and not paying money. This is a game they play with their subcontractors. When business is bad at Lowe's they are hosing their sub-contractors.
Honestly, I seriously doubt that the fencing contractor on the job got paid for the install! You can bet your a$$ that Lowe's made a bundle on this. One thing is for sure...the customer did not get their money back.
Anyway...after 2 years of getting hosed by Lowe's we somehow financially managed to drop them. They owe us over $25,000.00. I have spoken with an attorney and we do have just cause to file an action against Lowe's but it would be better if we could find a multitude of other installers who have experienced the same problem.
Go to Craigslist.org/Milwaukee and look under skilled trades to get in on class action lawsuit for sub-contractors.
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lowes
I STARTED WORKING FOR LOWES ON OCT 6TH 2007 . I CAME TO LOWES WITH SEVEN YEARS OF FLOORING EXPERIANCE. AND WAS TOLD I NEEDED TO DO MY 30 DAYS . THEN I WOULD BE PUT ON THE FLOOR. DURING THIS TIME MY HUSBANDS HEALTH GOT WORSE , HE HAS A HEART CONDITION . SO I HAD TO CUT MY HOURS FROM 5;30 AM TO 9;00PM TO 5;30AM TO 8;00PM . JOE OUR HEAD MANAGER TOLD ME I WOULD NEVER BE ANYTHING MORE THAN A CHASHIER BECUSE I DROPED MY HOURS BY 1 HOUR . SO I WAIT 5 MONTHS . BY THE WAY IN FIVE MONTHS I HAVE NOT HAD A WEEKEND OFF . AND I WAS TOLD I'M PART TIME SO I DON'T GET WEEKENDS . BUT I WORK BETWEENS 36 AND 39 HOURS EVEY WEEK. WELL I GO TO JOE AND TELL HIM I WANT A PROMOTION. HE TELLS ME MY ATTENDANCE IS A ISSUE FOR HIM . I LOOK AT HIM AND TELL HIM THE ONLY DAYS OFF I HAVE HAD IN FIVE MONTHS WAS WHEN MY DAD HAD A STROKE AND PASSED AWAY A FEW DAYS LATER . I WORK IN FLORIDA MY DAD LIVED IN MA . SO I WAS GONE 14 DAYS . HE TELL'S ME HE KNOW THAT WAS THE REASON . BUT HE STILL HAS A ISSUE WITH THE AMOUNT OF TIME I TOOK OFF????, SORRY MY DADS DEATH WAS A INCONVIENANCE TO YOU !!!! . HAVE MANY MORE STOEIES ABOUT THIS MAN . HE THINKS BT BEING A BULLY HE WILL GET WHAT HE WANTS . I LEFT LOWES THE FOLLOWING DAY . DONE WITH HIS B.S. AND READY TO CALL A LAWYER ..
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Bad Wallpaper
I bought 6 double rolls from Lowes and put up an entire room. Afterward it was evident that they sold me defective wallpaper. I had to tear it all down and they were so nice to refund my money for the bag of wallpaper scraps that I had to return to them. The estimate for a tear off and wallpaper job like this is $1,200.00 But Anthony of the Lowes in Brooklyn NY was so generous as to promise me %10 off my next purchase at Lowes. You can't imagine my excitement when he promised me that. I just can't wait to get down there and spend my hard earned cash in order to waste more time doing jobs that end up botched because of the crappy products that they sell.
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Your Bad Wallpaper??
I don't get it...you put up an e