Emailed Lowe’s CEO and got a quick response
While reading through my Google Reader feeds, I happened upon a post with Robert Niblock’s contact information. Robert is the ” First Vice Chairman, Chairman, President & CEO” of Lowe’s Corporation. I decided to email him.
But I wasn’t emailing to complain. Rather, I was emailing to praise Lowe’s. Here was my email, with some identifying information edited out:
Subject: Cheers to Lowe’s
I found your email via consumerist.com. I just wanted to say that I actually enjoy shopping at Lowe’s, specifically when compared to Home Depot. The stores are always clean and well laid out, the workers are helpful and courteous, and the prices are usually better. I just wish that Lowe’s was closer to us in Rockville, MD. The closest is in The Kentlands in Gaithersburg, MD, which is about x miles away. In comparison, the Home Depot is only about x miles away. Sadly, I must give them my business due to time constraints and the cost of the extra gas. I wish there was a closer, more convenient Lowe’s to the xxxxx zip code!
And just 9 minutes later, I got a response from ole’ Bob’s blackberry:
From: Niblock, Robert – Robert A
Micheal, thanks for your feedback. We will continue to try and get a store more convenient to your home. Take care.
————————–
Sent from my BlackBerry Wireless Handheld
He actually spelled “Michael” wrong, but that’s ok. I can understand how his thumbs might be tired after probably receiving a few hundred emails already, thanks to The Consumerist. Honestly, I didn’t expect any email back, although I WAS hoping for a coupon (hint, hint).
I really do like shopping at Lowe’s, just like I said in my email. I’ve visited about 5 different Lowe’s across 4 states, and probably the same number of Home Depots, and the comparison is always the same between the two. But my father-in-law explain it to me that Lowe’s is more for professional contractors who know what they want, need fast access to it, and don’t tend to carry stuff around needlessly and drop it wherever they want. Home depot is, well, the opposite.
What are your thoughts on shopping at Lowe’s? What about Home Depot?
Possibly related posts:
- Adoption vs Natural Birth – Response
- Carnival of Personal Finance #88 – Quick Picks
- Quick Tip: You Can Still Use “Dead” Batteries
Like this article? Subscribe to our emails & stay in the loop.
Leave a Comment
If you would like to make a comment, please fill out the form below.
Clever Dude and his bride started with $500k in debt and in just 4 years, it's down to $300k!
Yep Lowe’s rocks! They eve have a military discount if you are active military, reserves, or retired. Just show your ID!
One time in Lowe’s service sucked. I started to walk out and shouted, “If I wanted to be ignored I’d go to Home Depot!” In seconds the manager was there and he corrected the staffing issue in that department.
It’s great to see a company where the employees take pride in their work and do not just feel they are here until their shift is over.
I just find the people at Lowes to be more informed and helpful than at Home Depot and overall it just feels like a better experience every time we shop at one. Based on my experience my preference is for Lowes over Home Depot
Always nice that a busy executive can find time to respond to customer email. Guess I’m spoiled that I have a Lowes 5 minutes away, and another 10 minutes away.
Wow – that’s very impressive. If only i can get MY boss to respond to messages that quickly
i don’t think professional contractors use home depot or lowes, they go direct to specialized supply houses (plumbing suppliers, tile/flooring stores, lumber yards, etc)
I’m also a Lowe’s fan. Home Depot was actually created for contractors, while Lowe’s strategically decided to cater to everyday homeowners. That’s a big part of the reason why tons of homeowners prefer Lowe’s–especially women, who they actively court. I love that the CEO wrote you back, but I’m kind of surprised you didn’t receive any kind of special offer or discount.
I find it hard to find prices posted in Lowe’s, so I rarely go. Besides, I prefer to shop at locally-owned stores when possible.
You don’t ever need a coupon for a 10 % discount at Lowe’s. Here’s an insiders secret: every sales associate is authorized to give a 10% discount to any customer who says they saw it for less somewhere else (no documentation required) or who gives any other plausible reason.
I would rather shop at Home Depot any day, and they are conviently located directly across the street from the local Lowes. The help at HD is nicer, and they are there and not nearly as understaffed. I asked about a veteran’s discount on Memorial Day – they confirmed that they had one, but wouldn’t give it to me because I didn’t have my discharge papers on me. The discount would have been $2.00. Way to make friends and win customers. I won’t go there unless I absolutely can’t find it anywhere else. I would rather shop at Wal-Mart, and I hate that place.
Ann, I’m not sure if you’re saying Home Depot was better than Lowe’s or if Wal-Mart was better than all of them, but you still hate it. While I would rather shop at Lowe’s, I find myself at Home Depot most often because they’re 4 miles closer, sadly.
Dear President of LOWES,,,dude.
I have been very loyal to Lowes for years. Two years ago I redid two bathrooms, I deliberately went to LOWES instead of HOME DEPOT because of the great service and because you had a one year charge with 0% interest. I thought I could pay it off in 1-2 years…not expecting the interest rate to be excessive. I miss paid a wrong amount several months ago….today I received my bill. YOUR interest rate is 26.99%. I almost vomited.
In light of the terrible ecomony and the new credit card rates I felt you…LOWES….out of everyone would keep your credit card rates at least 10-15%. Im totally shocked and dissapointed…I want to pay off my bill totally…but at 26 % interest Im in real trouble….
You could really improve your integrity by having a standard low rate on your credit card debts to help people pay off their total bill………….What do you think? You were here once….step up to the plate and the right thing for your company.
Bring down your interert rates…..Keep you customer loyalty…or we will ALL go under.
sincerely….dude…..g
Im a Lowes install contractor.I had a detail job order the other day for an attic stair .well i made an appointment with the customer and went to the residence. The attic stair was a wood model he had and it was shakey.To my surprise the nuts on the side were covered with caps. I asked the homeowner for a screwdriver since we were in his garage . I then removed a cap exposing the nut. I removed a couple more caps while he tightened the step bolt nuts on only the last ladder section with 3 steps. I told him to try the steps now. The guy said i was a lifesaver and money saver.The 30inch wide special order would cost him over 350 plus install cost.Well i felt good about it til the next day I found out the person who was going to make the sale of the stair was angry with me cause i didnt measure and sell the job like i was there to do.Sir , this stair looked like it was steped on twice since installed. I told the employe’s in the install office.My job is a satisfied lowes customer and keeping them in your store. Believe me ,when this guy wants windows ,new doors and etc. he will be back .I would like to think my honesty and not lying had something to do with his return and possibly making a much larger order for this sales person.This is my 18th year self employed .I never had to lie to get a job.I will not lie for Lowes.
This is the email I sent him just moments ago.
Mr. Niblock:
My name is Retta and I opened a business account with your Baytown,
Tx. store on Garth Road 2 months ago. Since then I have spent around $4,000
and have paid it off. I went to your store to buy insulation for a bakery I
am opening. My husband told me how many rolls I needed, but I didn’t write
it down so I asked for assistance and was told Mike would help me. After
finding out where he was, I was dismissed by Mike 3 or 4 times without him
even asking what I needed. Then he helped someone with a forklift.
Afterward he then said he was too busy to help me. I have two people a man
and a woman I didn’t even know who saw the whole incident and stayed with me
until the end. The man found a paint person to help and he was very
helpful. He even loaded all the insulation in two trucks for me. At the
time my friend was not at the store with his truck, he came after the
incident and wanted to show Mike how to treat women, but I am not stooping
to Mike’s level. I was checking out at the customer expert center where
Mike supposedly is an expert. Certainly not at customer service. Mike then
asked me if we had a problem two or three times, the checkout lady remembers
this. I kept asking him to leave me alone. The two witnesses were still
there with me. Mike finally said Well, I guess we don’t have a problem,
threw his apron across the desk and said he was going to lunch. That is
when I told him “Now we have a problem.” I then asked the cashier for a
manager, preferably a woman, she said she had already called for one. Other
employees at that store told me he was a complete jerk to them and actually
encouraged me to talk to a manager. A lady manager came and I pointed out
Mike (who was going out the other door at the opposite end of the store
going to lunch, except he was running). He knew he did something wrong.
The lady manager gave me a discount and said I would get an apology from him
the next time I came to the store. The next time I came Mike wasn’t there
and an employee encouraged me to speak to Jerry, the Store Manager. He
wasn’t available so I called him and left a message. He returned my call,
said he was working on the issue and I would get an apology when I returned
to the store. Today I returned to the store to purchase something and saw
Mike. He stared at me for about 10 minutes, never apologized. Now if I
treated someone degrading and saw them I would immediately apologize. Then
I asked for Jerry. He was paged three times and never came. I tracked him
down to the breakroom and saw him sitting at a table, I asked an employee
to tell him I was here and would wait for him. He came out and told me he
never promised an apology and he said he would handle it. Unbelievable. I
then cancelled my business card by telephone and spoke with customer
service. We still have a credit card personally, but as soon as that is
paid off it will be cancelled also. I can’t shop anywhere that degrades
women. I then went to The Home Depot across the street and everyone in the
store greeted me, asked me if they could help and I actually accidently met
the store manager who introduced herself as Jessica and the store district
representative Rich. I didn’t know these people and they didn’t know me,
but if you need anyone to teach Jerry and Mike how to treat women, send them
across the street to The Home Depot.
The customer service person said you would handle this if you received
notice of it. I’m waiting and hoping they are correct.
I hope you can assist me in this so I don’t have to say anything to anyone I
know in the community if ever I am asked about your store.
Sincerely,
I waited ALL DAY for the delivery of my new Freezer and called at least three times when someone assured me they were still out delivering and that I was on the paper work and they would eventually show up. It is after 6:00 when I call back to see if they are still coming and am told NO they went home. I am on the schedule for tomorrow! Maybe they don’t care if they lie or whatever they have to do to put you off, but this is the third time I have bought appliances from these jerks and the LAST time I will work with their delivery dept.I realize things happen but this is EVERYTIME at Lowes!I think a little common thoughtfulness and a phone call earlier than 6:00 would do a lot for their customer service!!!!!!