Why Do This To Your Customers | Lowes Home Improvement | Big Box Store Problems

Added: 2026-05-30

[00:00:00]I I don't know why your order went to them. I couldn't honestly tell you that.

[00:00:04]That's why I'm just like man like I even called him too and I said sir and then y'all don't even reach out to the customer said if I would have been aware of this two days ago I said we would have got a call. I said but we're unaware. Y'all are not reaching out to us. He said going forward I mean is there any type of better communication y'all can have >> and what's that company?

[00:00:20]>> We run everything by email.

[00:00:22]>> And what's that company?

[00:00:22]>> Called one rail.

[00:00:23]>> One rail.

[00:00:28]>> Good morning guys. Welcome back to another episode. I absolutely hate ordering stuff from big box stores, and this is a reason why. I feel like as soon as they have your money, they just don't care at this point. All they want is your money. Get you in and get you out. Uh I told the lady on the phone at Lowe's, I said, "I am a DIYer on YouTube. I do videos for a living. This is what I do. I order stuff all the time from Lowe's and get it delivered." And the majority of the time, it's a great thing when it's actually Lowe's delivering it. But Lowe's uses a third party delivery service down here and they suck. They absolutely suck. They don't call when they're going to be here that they don't show up. Uh this time I ordered on Tuesday, ordered the materials for my chicken pen so I could finish that off. And uh yeah, it said I was supposed to be here Wednesday morning. I have dogs. I have to let my gates open, stay open. I lock the dogs up during the day so that they could show up, deliver their stuff, and get out of here. They never called. That was uh Wednesday. Uh so the gates uh stayed open. The dogs were locked up and stuff all day. Nothing. Didn't hear anything.

[00:01:34]So I got on my laptop on uh I think it was Wednesday night like at 8:00 or something like that cuz I gave them the full day from 8 to 8 and I got an email saying that uh it was delayed and that they were going to give me a $25 gift card to make up for it. Said $25.

[00:01:49]Whoopde freaking do. It cost me $40 to get it delivered. You're trying to give me a $25 gift card to make up for it.

[00:01:55]I'm still in a deficit here. If you can do the math, it's pretty simple. But anyways, Thursday rolled around. It was the same thing. Early morning, let the dogs out. I opened up the gates, didn't hear anything. So that's two straight days of them not calling or anything after they've had my money. So this morning at 7:45, I called Lowe's. Of course, you get the uh the typical uh person working at the uh the help desk or whatever knows bare minimum, nothing to them. That's just their job, the entry level. And uh she starts reading off the stuff to me and I was like, "Really? That's like no help." I said, "I literally looked this stuff up online before I called you. I know that it's delayed and this this and this." And I said, "Let me speak to a manager. That way I can get more information or whatever." And talked to the the manager. And she was trying to give me the same thing, saying, "Well, it's not us. It's a third party. We don't know when they're going to deliver it. They don't let us know anything." And I got mad at that on it. So, what's the point in using a third party delivery if you have no communication with them, let letting the customer know when they're going to be here and all this? Because people like me have animals. We have gates that have to be closed and open and all that stuff. And uh I have a life. People have lives. They don't just sit around all day like going like this eating their fingernails trying to see when Lowe's is going to be here. So, anyways, after going back and forth, I got a little heated with her because I was getting the runaround. She said, "Let me call the third party place and see if I can get a hold of them." and couldn't get a hold of them. And they said uh basically that uh she's going to try to get Lowe's to use one of their own trucks tomorrow to deliver it, which is something I mentioned. I said, "Why didn't y'all just do that in the first place?" Uh but I don't know. I let her know that I was very disappointed. I felt like I was getting screwed because y'all have my money. I paid for delivery and it's 2 days later and it's not here and it's causing me not to be able to get my stuff done on a timely manner. So anyway, she finally decided that uh she said that they were going to try to get them to deliver it on Saturday morning and that uh she was going to heavily discount it for me this time. So she uh said that she going to do a 50% off which the the order was about $200. So I'll have to pay about $100 plus two-day delay and having to deal with uh customer service. But anyways, at the end day, I guess the manager made it right at that point. But I absolutely hate working with uh big box stores like that. Uh why use a third party company if you know that y'all have issues with them delivering? Uh it's just a matter of getting their money in as much as orders as they can get in and they'll just push them out whenever they can. If you get it, you get it. If you don't, oh well, it'll be there in a few days. So anyways, I was just one of those customers that was getting screwed. And yeah, if you've had that same experience, comment down below. I told the lady, I said, uh I order stuff all the time and maybe three different times I've had issues. And I I mentioned another manager's name. I said last time I had to speak to so and so because he said the same thing. Do not use uh do not do same day delivery with Lowe's because you will get screwed was his exact words. I'm not going to say which manager it was, but I'm taking him at his word for that because I was screwed last time I used the same day delivery.

[00:04:52]So if you learn anything from this video, do not do same day delivery with Lowe's because they have idiots that show up in cars like myself.

[00:05:01]They'll show up in a Spark, a Chevy Spark. My parents used to have one. I don't know why, but they did. And they would have a a driver like that that would show up to pick up a bathtub. And lo and behold, the bathtub won't fit in there. So, what they do, they they show up, they cancel the order, and they leave. And they go on to their next order. And that customer is waiting for their bathtub gets screwed. Oh, wait.

[00:05:18]That was me. That happened to me last time. That was my other situation. So, my material and I'm the one having to reach out and here they are calling back just in time.

[00:05:37]Hello.

[00:05:38]>> Hi. This is Cece calling back from Lowe's.

[00:05:40]>> Yes, ma'am.

[00:05:42]>> Okay. So, I got a hold of One Rail, which would be the same day driver pickup. Um, I explained to them what was going on. I was asking if they got a driver that picked up the order. He said he still has not, and he could not guarantee me that it was going to go out today. So, I hung up with him. I try to reach out to my drivers that I have with Lowe's, but my truck is booked already and they're going the opposite way today. He told me he could do it first thing in the morning, but I can't do it today on my truck.

[00:06:08]>> Okay. So, I ordered Tuesday, y'all took my money. Wednesday, don't hear anything. Thursday, don't hear anything.

[00:06:14]And Friday, you're telling me that I'm screwed still. Basically, >> I'm I'm just trying to let you know the information that I found out at this point. I could work with you like on the money part. I mean, I I can discount half of it back to you for the inconvenience and everything else, but I wouldn't be able to get your delivery today.

[00:06:30]>> Okay. So, you're going to give me half my order money back on my order.

[00:06:34]>> Yes, sir.

[00:06:35]>> Okay, that'll work then if you're going to bring it here on Saturday. The thing is, like I mentioned earlier on the earlier phone call, I have dogs and I got a fenced in property that they need to call me before they get out here because like I said, on Tuesday and Wednesday or Wednesday and Thursday, my gates are wide open and my dogs are locked up most of the day. like I need to know this stuff ahead of time and the most of the time you guys are good. When it's your guys >> with Lowe's, they're good, but the other ones they suck.

[00:06:59]>> So for for Saturday, I'm going to schedule it for our drivers for um like my third party drivers that we have, they're Riverstone. Um so they do notify you and then you should get later on today a 4-hour window. I'm going to call him back. He said that he could try to put you first thing in the morning. That way they start here in Kingsville and they go right to the out to you.

[00:07:17]>> Okay. Yeah.

[00:07:18]>> Okay. Okay. Um, I'm going to discount the 50% back to you right now and then just to validate delivery. It's >> street and then have to call and have to give them directions. But for the most part, Lowe's people do good, but the third party people suck like bad.

[00:07:31]>> I know. And that's I don't know why your order went to them. I couldn't honestly tell you that. That's why I'm just like, man, like I even called him too and I said, "Sir, and then y'all don't even reach out to the customer." I said, "If I would have been aware of this two days ago, I said we would have got a call." I said, "But we're unaware. Y'all are not reaching out to us." that's going forward. I mean, is there any type of better communication y'all can have?

[00:07:52]>> And what's that company?

[00:07:53]>> We run everything by email.

[00:07:54]>> And what's that company?

[00:07:55]>> It's called One Rail.

[00:07:56]>> One Rail.

[00:07:58]>> Yes, that's our third party. That's who we contact. It's one rail customer service.

[00:08:03]>> All right. I'm actually recording our conversation right now for a YouTube video. So, you made yourself look good at this point.

[00:08:10]>> I'm sorry. I am trying to fix it. I do apologize that I can't get it today. I did try to reach out to them before even calling you so I can have everything in like the options for you. Uh, at this point, this is the best that I can do. I'll get it out to you first thing tomorrow and then I'll discount half your order back.

[00:08:25]>> And I know I was a little heater earlier on the phone, but I I mean, I apologize for that part, but I have to stand my ground. Uh, there's so many when you deal with big box stores, people get screwed over all the time. And I've learned over the years, you have to stand your ground and ask for a manager, and you have to keep pushing. Otherwise, you'll get the same thing like the girl was trying to do earlier. Just read off what it said online and say, "Here's the phone number for this company. Call them." and then I'll be screwed again.

[00:08:48]So, I mean, >> no, but I again I do apologize on that part. Um, I apologize that we never got notified. You never got notified.

[00:08:57]Communication going forward would be better for all of us. I totally understand.

[00:09:01]>> And don't be sorry as far as you being frustrated. I get it. Anytime you spend money, no matter if it's $5, no matter if it's >> Well, yeah. Everything's expensive, too.

[00:09:08]>> And like I said, I order a I order stuff all the time. I do a YouTube channel.

[00:09:12]It's a DIY channel, so it's everything building my house and stuff. and I live 10 minutes from you guys. So, you guys are here all the freaking time delivering stuff. And out of all the times, there's probably been there's been two or three times I've had to talk to the managers up there and have to go back up there and talk to them in person because they want to do the bare minimum. And uh I'm not going to mention other names. There's one lady there I can't stand, but the rest of the managers there are great.

[00:09:37]>> I am sorry. Again, if there's anything else I can do, please let me know. I'm going to go ahead and schedule that up.

[00:09:42]I'm going to discount your order already. you won't see the discount until we fully fulfill it. So, tomorrow when I print the ticket out in my system, that pending charge, if it hasn't gone away, it should um reduce to half.

[00:09:53]>> Okay. At the end of the day, I'm I'm not 100% happy, but you made it better than what it was before, and I appreciate you.

[00:10:00]>> Thank you, sir. Uh I do open tomorrow, so I'll make sure your order gets sent out to you.

[00:10:05]>> All righty.

[00:10:05]>> I will validate that as [laughter] well.

[00:10:06]>> All right. I appreciate it.

[00:10:07]>> Thank you. All right.

[00:10:08]>> Bye.

[00:10:09]>> Bye.

[00:10:10]>> All righty, guys. You heard the phone call. Uh, it does suck that they know that they have issues with this third party company not responding or communicating and that they still continue to use them. Uh, I think that's something that needs to be brought up higher in Lowe's. Uh, when you know you're having issues with the company, why continue to use them? All it's doing is hurting the consumer, myself, and my bank account, and uh, yeah, delaying my projects in the process. If you know a company is not delivering stuff on time, they're not communicating, do not use them anymore. It's pretty simple. One thing I learned from dad before he passed away was stand your ground uh on pretty much anything these days. I I hate to have to do stuff like this, but at the end of the day, you have to stand your ground. And uh sometimes it works and sometimes it doesn't. And this time it seemed like it is going to work. I did get my stuff discounted. I'm not trying to get a free product out of it.

[00:10:59]I would rather have paid full price, had my stuff done, and not have to deal with all this crap in the process. But hey, that's not how life works. So anyways, comment down below if you've had any issues with Lowe's. I know I'm not the only person in the freaking world that has issues with big box stores. So anyways, I appreciate you guys for watching. Maybe somebody higher up at Lowe's will watch this video and do something about it as far as changing up who they have deliveries from. Most likely not. And yeah, so anyways, I appreciate you guys for watching and we will catch you on the next one. Peace.