We have worked with this store in the past, frequent it for basic home repair supplies, and are trying to use them for flooring again. Last time our flooring order and charges were messed up pretty spectacularly, probably due to miscommunication, and employee error, but the managers eventually smoothed things over. I decided to try them again for another flooring project, hoping that the last time had been just a fluke, because we did end up liking the floor they put in after the process was over, and several of the people we talked to had been kind and relatively helpful, even if sorting that out had been a huge pain and required multiple hours on the phone and in person to fix.
This time, I have been in the store two days this week when they had -nobody- who could make a flooring sale working in the store. Once it was in the evening, and once in the afternoon. I was told that someone would be in after 3pm on a third day (today), and I got a message from the main person who had been helping me around 2pm, and by 5pm he was gone again. I spent several minutes trying to get anyone in flooring to answer the phone around 6pm. I talked to 3 people not in flooring before being transferred to a manager, who transferred my call to someone I could not hear clearly at all. I still await a return call from him.
The people who were there in the store were nice, and I felt for them trying to smooth over the lack of someone trained being there to help me, but I have been extremely unimpressed by their inability to have capable staff in store (while they are running Memorial Day sales, to boot). My house has been measured by Lowes and all that remains to be done is finalize material choices and sign the order. I’m not at all convinced, however, at this point, that they value my business. If this is typical, I don’t wonder that the company has had a weak first quarter. I expect better from a service provider on a costly project.
