As a marketing professional, I spend my time trying to get people to buy the products and services my clients have to offer. However, I can only hope that my clients are living up to what I have promised in their name.
When my refrigerator broke down a few days before Thanksgiving, I needed a refrigerator – fast! I had just seen a commercial for Lowe’s, and was impressed, so I started on Lowe’s Website. The website noted that the refrigerator I wanted was available for next day delivery. I ordered it and received email confirmation that the refrigerator would be delivered the next day. A few hours later I received a phone call, giving me my “delivery window” for the next day.
The next day, a few hours before my “window,” I got a call from Lowe’s, stating that my refrigerator would be delivered on December 3. When I told the young lady that I had already had a call that the refrigerator would be delivered that day (November 23) she said that I must have received an “automated call” and that the refrigerator was a special order and would not be in until December 3.
I immediately called Sears. I was told that they had the refrigerator in stock and that they could deliver it the next day. I ordered the refrigerator from Sears and then called Lowe’s to cancel my original order. I was put on “hold,” but finally was able to talk to a “real” person and canceled the order.
Sears delivered my refrigerator, on November 24, as promised.
On December 3, I received voicemail from the Lowe’s delivery service that my refrigerator would be delivered that morning. I called the trucking company and said that I had canceled that order. I was told that the refrigerator was already on the truck, but that they would remove it. I then called Lowe’s “Customer Care” department. After being on “hold” for over 20 minutes, I was able to talk to a representative. She told me that the order had been canceled and the charges removed from my credit card. She said the call I received must have been an “automated” one and that the order had been canceled. When I told her that I had talked to a real person at the delivery service, who verified that the refrigerator was, indeed, on its way to me, she said she’d look into it. I hope the charges have been removed. I also hope no one tries to deliver another refrigerator.
I believe that Lowe’s has a very good marketing and advertising strategy. However, I can’t help but wonder how Lowe’s Marketing Department would feel about my experience. I also wonder if Lowe’s management might consider working a little harder to upgrade its order processing and customer service functions in order to live up to its marketing promises.