Lowes Home Improvement ~ Question: Lowe's 30 minute guarantee question

[disabledvetswife]

So, Lowe's has a 30-minute in-store pickup guarantee when you order online.

So, we place an order today at 1:24. We receive the order is ready for pickup email at 1:35. DH goes at 4:45 to pick it up. The girl says, "I have to have someone go get it". DH says, it's supposed to be ready for pickup according to your guarantee. She says, it is ready, it's in the back. The guarantee excludes customer wait time. So, how am I supposed to know if my order is really ready, or someone is going to get it from the shelf now?

If order is ready for pickup, why isn't it at CS? How do you get your $25 gift card for the "guarantee" if it excludes customer wait time for them to go to the back to get it? My DH could've went & got the item off the shelf & checked out way before the guy got back with it from "the back".....

ETA: It took girl at CS 3 pages on the intercom to even get someone to come get the paper to go in the back to get it.

[chitownmelli]

Oh geez. I will have DH look at your post later tonight (probably 9 or 10) when we get home. He works there and might know - unless you get another answer sooner :)

Sorry hubby had a bad time there. I really try to never shop at Lowes.

[pasharain]

It seems "excludes customer wait time" is their loophole. I would call customer service at 1-800-445-6937 if I were you and explain my situation.