We hired Lowe's to handle our flooring project. Throughout the project, the communication between the different parts of their business (Sales/Project, Installation Management Services, Lowe's consumer stores) was very poor (meaning each of the independent systems didn't appear to share customer data - making the employees' jobs very difficult). As a result, my experience was that the hand-offs from piece-to-piece was very poor. Additionally, during the project / purchase phase, I was charged for a baseboard product that Lowe's no longer sold. The subsequent necessary reimbursement, charges, and then MORE charges culminated into a nightmare that unfolded bit-by-bit throughout the project. Not to mention that I was THEN asked by Lowe's to pay for delivery of the additional baseboards needed to correct the product and calculation errors (which, of course I refused). To make things worse, when the contractor arrived at the dock to pick up the extra materials, they weren't ready. This essentially wasted time that the contractor needed to complete my job, causing his crew to have to work into the evening on a couple of days. I'm distilling this feedback down as concisely as I can, but there were so many other issues that occurred, all starting with one error made by the sales specialist at the very beginning (that probably could have been avoided if there were system checks in place). All of this said, I have to give kudos to: 1. The contractor who delivered a beautifully installed floor; and2. Two employees - one with Lowe's Installation Management Systems (Sydney) and one with the Lowe's store in San Marcos (Celeste) - who truly went above and beyond to work through the messes that were caused in the beginning.I'm curious as to how Lowe's measures the success of its flooring projects. Based just on my project, I have to think that it doesn't include an accurate assessment of customers' experiences. Maybe they're too mired in trying to reactively douse - one-by-one - the independent fires occurring in each of their business segments.
