The worst customer service experience of my life and I am 73 years old.On January 11, 2025, I ordered online a new refrigerator and ice maker, I paid for delivery, water line, set-up and the removal of my old unit.On January 13, 2025, (Good fast delivery ruined) the delivery driver reported to me that the ice maker they received at the warehouse was missing parts and they would return with the correct one the next day. The next day came and went without an icemaker showing up. It took several hours to reach someone through the contact information provided via text. The person on the other end showed no record of the ice maker missing parts and her information showed it had already been delivered. After some time investigating, she rescheduled the delivery of the ice maker.The following week the delivery people showed up and tried to install the Ice maker, they could not install it as it did not connect electrically. It was the wrong model for the refrigerator I bought. It turns out that the wrong Ice maker is paired with the refrigerator on the Lowe’s website. I discovered this myself after looking at the manufacturer’s website and comparing model numbers. So a couple of days go by and I don’t hear anything from Lowes so I call (this is never easy because the help desk sounds like it is overseas and you can never reach a first or second level person that can do anything other than read a script.) after finally reaching someone with a bit of proficiency in her job she informed me that the order had been summarily canceled - without my knowledge or consent. After much discussion I was informed that the only thing I could do now was to repurchase the correct Ice maker giving people credit card information on the other end of the line I would rather not have. Then I was informed that the part I ordered was on back order to Feb. 15, 2025. I did find the correct icemaker at other retailers in the area in stock that day. This is the point where they could have provided a true customer service experience by working with the manufacture to borrow one locally to solve my missing machine problem. I guess that kind of service is just too much to expect nowadays, especially considering I cannot even get a phone call from them without my initiation of it.Feb. 14, 2025, today, the deliver truck arrives and the driver comes to my door with a box in his hands and prepares to hand it to me? I informed him that it was to be installed. He flat out said no. I asked him to call his manager to get this straightened out. His phone was in his hand. He refused and said he is the manager and there was no one to call. They drove off with the box.I called the Clovis Lowes location and reached an Assistant Store manager, Ben that scheduled an installation delivery for tomorrow. Ben Is the first person that actually sounded concerned over my purchase problems, but the damage has been done.I will surely never buy an appliance from them again and will visit the store only as the last resort.Communication was by far the biggest problem here. All along the chain of employees information failed to reach the people that needed to know. It therefore failed to reach me. A centralized person with Knowledge and skill should oversee the deliveries with a single phone number to reach them. Having to communicate with so many people that neither had the skills knowledge or authority to do anything to solve this issue took my frustration level up and is so unnecessary. Lowes you better get your act together because you are not the only game in town and your team don’t play in my league any longer.
