TLDR: Complete JOKE of a store. I ended up going there to pick up an online order. After waiting for over an hour (yes an HOUR), I left with nothing.
Long Version: I arrived a little after 8am on Saturday, August 26. I was one of the only customers in store. However, it was still a 20 minute wait from arrival until someone actually was working on my order pickup. This is surprising since there was likely a 5-1 worker to customer ratio in the store at this hour. Once someone appeared to help the customer service reps who were obviously overwhelmed by an irate customer who arrived before me (after my experience I understand his plight), they began looking for my order.
After another 20 minutes or so they let me know they could not find the order, any of it, even though it was marked as pulled and ready for pickup. Okay...since I was getting lumber that needed cut in this order I said we could just get new wood, cut it, then count that as my picked up item.
The worker takes me back to the woodcutting area where I am handed off to another worker. He helps another woman cut her wood and then lets me know they cannot cut the size wood I need. This was not their fault and does not count in the running clock on this pickup, but the first worker should have gotten the information of what the items were and what was needed for pickup.
After this process of another 15 minutes me and employee #2 go back to the front. I am assuming that my order will be waiting at the front and I can just cancel the lumber portion of the order and clock out at 45 minutes or so.
WRONG! Four clueless employees are still in customer service, but nobody has found my order that is showing as processed and ready for pickup. At this point employee #2 steps up and says he will pull the items (sans wood) for pickup again to process. Mind you I am already over 45 minutes into the process at this point. I return the wood that will not be taken. Another 15 minutes pass and the chosen picker is still not back.
These were not obscure items, we are talking some batteries, furniture moving pads, and other simple to find items. With the bays and aisles on the items online, I could have easily done this myself in less than half the time. After 5 more minutes I cancel the rest of the order and try to get out of this toilet bowl swirl of a situation.
I would say this was my last visit to this (and likely any) Lowe's stores, but since I paid with gift cards I received ID linked merchandise return cards so I need to return one more time and do my own product pulling. I guess these new gift cards are to cut down on theft & illegal return.
Although, I can see why someone would just steal their items. It would likely be quicker to try and steal, get caught, serve the prison time, get released, and re-acquaint with society before a store pickup is completed at this store. In summation, save your time and the cost of future blood pressure medication, and find another home improvement provider :)
