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twoelevenfour months and change after ordering it, we now have a new front door. if i had any doubts why lowes is entering a graveyard spiral, they were dispelled. oh, the door itself is fine; in fact, it's much better than our old door. however, i think four months is just a tad long to wait.
somewhere along the line, the dimensions for the transom got screwed up, and when the installer showed up with the original door three months ago, he to do little more than look at the new transom and the hole it was expected to fit into and conclude that it wouldn't work. that was certainly better than most of the alternatives. everything after that went not so much downhill as off a cliff.
initially, lowes tried to pin the fuckup on me, saying i mismeasured. their own documentation falsified that. then then went into deep apology mode, and apparently went back to whichever company made the transom, who in turn denied it was their problem. the two companies went round and round for a while, and while the poor peons i usually dealt with were apologetic, lowes' managers' opinion was "fuck you very much". why should they care? they have my money, and the contract is ironclad. (unlike the peons who were stuck out on the sales floor, the managers could hide in their back office and neglect to return my calls.)
i'm certain the contract would have withstood either arbitration or jury trial if i'd canceled payment. however, it would be the court of public opinion where i'd be trying to win, and "we didn't ship after four months, but no, we won't refund the customer's money because our lawyers say we don't have to." is the stuff PR disasters are made of. (and i wouldn't mind in the slightest if links to this post are circulated widely.)
regardless, let's just say that the cubs have better chance of winning this year's world series than lowes does of getting my business (for anything, not just custom work) ever again.
somewhere along the line, the dimensions for the transom got screwed up, and when the installer showed up with the original door three months ago, he to do little more than look at the new transom and the hole it was expected to fit into and conclude that it wouldn't work. that was certainly better than most of the alternatives. everything after that went not so much downhill as off a cliff.
initially, lowes tried to pin the fuckup on me, saying i mismeasured. their own documentation falsified that. then then went into deep apology mode, and apparently went back to whichever company made the transom, who in turn denied it was their problem. the two companies went round and round for a while, and while the poor peons i usually dealt with were apologetic, lowes' managers' opinion was "fuck you very much". why should they care? they have my money, and the contract is ironclad. (unlike the peons who were stuck out on the sales floor, the managers could hide in their back office and neglect to return my calls.)
i'm certain the contract would have withstood either arbitration or jury trial if i'd canceled payment. however, it would be the court of public opinion where i'd be trying to win, and "we didn't ship after four months, but no, we won't refund the customer's money because our lawyers say we don't have to." is the stuff PR disasters are made of. (and i wouldn't mind in the slightest if links to this post are circulated widely.)
regardless, let's just say that the cubs have better chance of winning this year's world series than lowes does of getting my business (for anything, not just custom work) ever again.