Third Party Delivery: the last impression of the Lowe’s experience that is left for the customer to witness. A complete and utter disgrace. No matter what kind of service, expertise or professionalism we might give the customer in the store, it is all for naught once it gets in the “tiny hands” of the delivery service. A complete fail. An embarrassment. A disaster.
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Second day of third party delivery, one of the guys started talking about how hot looking the customer was in Spanish. Needless to say, her Ring doorbell recorded it and she knows Spanish. Guy got fired but was rehired a week later.
I’m thinking someone at corporate has a “personal connection” to the owners of this “logistics” outfit.
I guess the company would rather pay the money out in customer complaint settlements and lost sales than pay a decent wage and overtime to in-house delivery. I’ll never understand it.
Agree wholeheartedly!!! Many of the crews in my area act like hired mercenaries that get paid for making the drop and will do the absolute bare minimum for the customer. If we don't specifically state "setup appliance" in the written delivery instructions many crews will tell the customer that they were only instructed to make the delivery and that the customer will need to "call Lowe's" to schedule yet another trip (more $$ for 3rd party crew) for them to come back and install it. Ditto for having either a refrigerator or clothes dryer door swing reversed, ice maker installed, or gas hookup. "Oh we don't do that, call Lowe's" is their typical response. Total BS. Lowe's appears to be totally impotent at dealing with them and if I didn't know better I would have thought Lowe's is working for them and not the other way around.
Additionally some of the crews will do some very shady stuff to solicit additional money from the customer. Just this past week I had yet another customer call me to let me know that the crew that delivered their appliances actively solicited installing the customers dishwasher and over the range microwave for a cash payment. Advised the customer that they were independent contractors hired by the 3rd party company that Lowe's contracted to perform our deliveries and that Lowe's in no way shape or form was liable for any work they performed on the side. In one case the customer had already contracted Lowe's to install his wall oven (but our official installer needs us to deliver it to the customer) and the 3rd party delivery crew was offering to install it for less. Unbelievable! What id--t in corporate negotiated this contract and is responsible for is dealing with this BS? It's becoming crystal clear why Home Depot dropped this company. Thanks so so much corporate! Like we didn't already have enough work to do without losing another couple hours a day dealing with this BS.