Recently I was shopping for a new kitchen floor online at Lowe’s website. Curious to learn more, I took advantage of the little chat box pop up for Lowe’s to ask questions. Anyway, I was chatting with a rep telling me that I could get a free estimate for my project. So I took him up on it. I used the link he gave me and set up an appointment only to find that this “free estimate” would cost me now $51, which led to the start of my shopping frustration with big box stores. Fearing it was already set up I tried to cancel the appointment.
Shopping Frustration With Big Box Stores and Customer Service
There was no cancellation link online, which led to more shopping frustration with big box stores. So I called customer service, who transferred to another customer line for installation, who then said I would have to call the local store. She couldn’t give me the store’s number or just transfer yet again. I finally hung up after repeated attempts of her trying to get me that number. This only fueled my shopping frustration with big box stores.
Then I called the store. I was transferred from department to department. Each transfer point was incorrect with me getting a confused employee and yet another transfer. Now with each transfer I got more angry and wasted more time. My shopping frustration with big box stores was at a new high the more I was bounced around and waiting. Could no one help me or will I have someone showing up at my door with his hand out for $51?
Finally I asked for a manager. He tried looking me up and then the call dropped. When I thought I had reached that new high of shopping frustration with big box stores, I was wrong. People complain about the government. When these companies get huge, they take us for granted. They must feel we have no option but deal with them.
Corporate and Local Stores Need to Be Consistent in Store Policies to Avoid Shopping Frustration With Big Box Stores
Big box stores are nice stores where you see a large selection. However, dealing with this type of a large, national home center though online or in the store can be a challenge.
The ironic thing about dealing with any national retail store or business these days is the lack of respect for your time. You hardly ever get to speak directly to a human anymore. Instead, these companies make you listen to countless options before pressing a line that usually keeps ringing and goes unanswered for what seems like forever with the same message of how valuable your call is to them, but they are handling other callers. The best part is these companies that use calling options always ask if once you’re finished with the call if you could complete their survey on customer satisfaction.
If this were the case for the period of time we are forced to wait, then why won’t these companies hire more people if customers are so valuable to them? It is even more frustrating after being on hold waiting for over a half hour or more when the call disconnects.
I think I need to start going to smaller stores. We have smaller regional home centers that get the same stuff for the most part. Maybe they will be more eager to help.
To the big box store I am just another customer. To the smaller retailer I might be a neighbor or better yet someone they actually value.