Lowe’s Faces Backlash After Overcharging Customer—Apology Met with Refusal

According to The Sun, A frustrated customer has taken to social media to express his dissatisfaction with Lowe’s after being charged twice for his order. The customer, known as Douglas, called out the home improvement chain on X (formerly Twitter) for its customer service woes.

Order Mishap and Delayed Delivery

Douglas shared his experience, stating, “Ordered some interior doors for my house. They charged my card twice by mistake. Transferred my order to the Boise location and delayed delivery by 2 weeks. Unacceptable.”

In response, a Lowe’s customer representative reached out in the comments to help resolve the issue. They wrote, “We’re sorry to hear about this experience while ordering some interior doors, Douglas. We’d like to review this further – please DM us the name on the order, phone number, email, order number, and store location (if purchased in-store) when you have time. Thanks!”

Despite the offer for assistance, the irate customer simply replied, “no,” leaving the resolution of the situation unclear.

Recent Complaints About Ordering System

This incident follows a series of complaints regarding Lowe’s ordering system. Recently, two customers expressed their outrage over orders that never arrived. One customer complained about a set of garage doors he purchased over a month ago, stating, “Order shows doors were shipped via FedEx, but tracking number is invalid.” He later discovered that his doors were with another company, The Jaydor Company.

Another Lowe’s representative responded to his concern, stating, “Sorry to hear you’ve had order issues, Robert. We’re here to help! Please DM us the name on the order, phone number, email, order number, and store location (if purchased in-store).”

Criticism of Online Ordering

Other customers have also criticized Lowe’s online ordering system. One user mentioned his previous experiences, stating, “You have the worst online ordering. I have ordered twice from you…after many delays and emails saying it was on its way, you cancelled my order.” Lowe’s representatives have consistently offered to assist, asking for order details to resolve issues.

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Frustrations Over Self-Checkout Policy

In addition to order-related complaints, a separate customer expressed frustration with Lowe’s self-checkout policy. A shopper named Kevin claimed he almost abandoned a $457.50 item in-store because of the self-checkout machines. He remarked, “It is not my responsibility,” emphasizing his displeasure with the store’s checkout process.

This sentiment is echoed by other customers who have criticized Lowe’s for seemingly adopting a self-checkout-only model. While the company has not officially confirmed this policy, customers have reported encountering self-checkout machines in their stores.

The trend of self-checkouts has not only affected Lowe’s; other retailers have also faced backlash from shoppers frustrated by malfunctioning technology, which can lead to longer wait times in-store.