Online Order Failure and Customer Service Disgrace - From beginning to end Lowes failed to complete an online order. They lied in writing and made their Customer Service personnel lie. The sequence of events are as follows: April 19, 2022 - Ordered online a $2,500 riding mower. To receive a 5% discount on the mower I applied for a Lowes credit card. Credit card application and order were approved the same day. Delivery date for mower was April 29, 2022. April 27, 2022 - Received an email stating that the order was cancelled due to the payment unable to be processed. The email read as follows: Dear Frank, We’re unable to process payment for order #889071531. Please be advised that your order may be delayed or cancelled, as it cannot be processed until the payment issue is resolved. To resolve this issue, please do the following: • Reach out to your bank. If you’re unsure why this transaction couldn’t be processed, please contact your bank first for more information. • Have an alternate payment method ready. If you’re still having trouble determining the issue, please call Lowe’s Customer Care at 1-800-445-6937 and have an alternate payment method ready just in case. Reach out to my bank? My bank has nothing to do with this, I assumed it was the Bank Lowes uses to process credit card transactions: Synchrony Bank. I called their Customer Service number and inquired. They stated that they declined payment but reinstated the payment immediately and had no explanation as to why the payment was declined. I told them my order was cancelled. They cheerfully stated that now “You can get the order straightened out with Lowes.” I stated that they were the ones that had the order cancelled for no apparent reason and now you are telling me to go get it straightened out with Lowes. There was at least 15 seconds of silence. They admitted that there was nothing they could do to help that situation. I called Lowes Customer Service. Let me state first, Lowes Customer Service agents try every way they can to be helpful. However, the only information that they can provide is the same information that any customer has if they look up their order or on their MyLowes account. If any situation out of the ordinary, like mine is presented, the Customer Service agent has no other information. Lowes throws these agents under the bus. Lowes management should be ashamed for what they do to them and their customers. I’m sure they are not. The Customer Service agent I talked to said he would do whatever he could to get the original order and delivery dates completed. He did try and I received email confirmation that the mower would be delivered on April 29. 2022 as per the original order. However that never happened and a continual stream of lies, IN WRITING, began. 4/28/2022 – Received an email that the order delivery date has been changed to 5/3/2022. 5/2/2022 – Received an email that the order delivery date has been changed to 5/6/2022. 5/5/2022 – Received an email that the order delivery date has been changed to 5/10/2022. 5/9/2022 – Received an email that the order delivery date has been changed to 5/13/2022. 5/12/2022 – Received an email that the order delivery date has been changed to 5/17/2022. 5/16/2022 – Received an email that the order delivery date has been changed to 5/20/2022. 5/19/2022 – Received an email that the order delivery date has been changed to 5/24/2022. 5/23/2022 - Received an email that the order delivery date has been changed to 5/28/2022 5/27/2022 - Received an email that the order delivery date has been changed to 5/31/2022 5/30/2022 - Received an email that the order delivery date has been changed to 6/4/2022 6/3/2022 - Received an email that the order delivery date has been changed to 6/9/2022 6/8/2022 - Received an email that the order delivery date has been changed to 6/13/2022 6/12/2022 - Received an email that the order delivery date has been changed to 6/17/2022 6/16/2022 - Received an email that the order delivery date has been changed to 6/24/2022 The mower was finally delivered on 6/24/22. These were nothing but computer-generated emails that have no information about why the delivery was cancelled. As described in the following I tried to find out actual information concerning the order but got nothing but lies. I finally called Lowes Customer Service to inquire after the notice received on May 5, 2022. They said, “Yes the mower will be delivered on 5/10/22, we have the information about your order you can also look it up online.” I asked what they were looking at, it was the same page I was looking at on my computer when I log into MyLowes account. It’s the same information that was on each of the emails that changed the delivery date. I asked for any information that would verify I would receive the mower. They had none. I asked if the Lowes store that is fulfilling the order have more information. They did not know. I called the Maplewood Missouri Lowes store which was indicated as the store fulfilling the order. I called that store and asked for Customer Service. I asked them about the order and provided the order number and description of the item. The individual I talked to tried to be as helpful as he could. However, he stated that no mower is expected to be delivered, had no knowledge of my order and could not help any further. I thanked him for his time. Just another Lowes employee thrown under the bus my Lowes management. I called Lowes Customer Service back. Got another Customer Service agent who again tried to be as helpful as possible but had no information other than what I can see when I look up my order. I told her I do not believe what is in the email or what is on my online account. I also told her what I has found out from the Maplewood Lowes. She stated that she would call someone higher up to see if any information is available. I was on hold for a few minutes, and she came back with information she received from someone higher up that confirmed the order would arrive on 5/10/2022. She stated that a dealer had the order and provided a PO Number 208798215. I asked for the phone number of the dealer and she provided. I thanked her for her effort and again said I do not believe anything stated on my account as to delivery date is true. I called the phone number she provided and it turned out to be a John Deere dealer in Colorado Springs, Colorado. I told them that I was inquiring about a mower and I got their contact information from Lowes Customer Service. They put me in contact with their Service Advisor, Amanda. She asked for the mowers serial number before they could proceed. ?????? I told her I don’t even have the mower and therefore no serial number. I described the situation, the order number, PO Number that, apparently, they should be able to reference and the fulfillment store location in Maplewood Missouri. She stated that they have nothing to do with any Lowes store in Missouri and has no information about a mower going to Missouri and have no information about any PO Number 208798215. I thanked her for the information. She was concerned, honest and asked for my contact information as she wanted to further follow-up (which she did). I thanked her for her time. I felt terrible for the Lowes Customer Service agent. She really tried to convince me that my mower would be ready and delivered on 5/10/2022. She said it was right on their on the screen, my order was being prepared it will be delivered on 5/10/2022. She was certain, she had been told by management it would be delivered and she was trying to convince me. She was given a dealer contact and a PO Number given to her by management supporting her claim it would be delivered on 5/10/2022. However, she was being lied to by Lowes management and then unknowingly lied to me. What kind of a company does that! Makes their employees lie to customers, puts them in that kind of situation and then throws them under the bus. To me she seemed like someone that is trying to do the best job she could, wanted to help a customer solve a problem, wants a job, and works hard at keeping it and Lowes management treats her like that. As an attempt to get a mower I sent an email to a local John Deere dealer. In the email I described the mower that I wanted and asked if they would follow up. Within 20 minutes I received a call from the dealer representative. He told me that the model mower I was trying to buy was in limited supply and the reasons for the limited supply, but he could get me the mower. He could guarantee a delivery date in August. This was a company probably a fraction of the size of Lowes yet they could provide honest information, a real delivery date and knew how and when they could get me the mower I needed. On 5/10/2022 I received a call from John Deere corporate Customer Service. They had received a call from the John Deere dealer in Colorado Springs (Amanda who said she would follow-up, thanks Amanda) and wanted to follow-up. They explained that they were concerned about the information I received from Lowes and wanted to know details. I explained all. She then told me the same information I received from the Local John Deere dealer. That information was completely true and up to date as best she could provide. Totally honest and up front about everything, and John Deere CALLED ME. That is the way Customer Service should operate. Things may not always go as planned in retail sales but at least being honest and up front with the customer is the best approach. Congratulations JOHN DEERE, for my situation, you are a great example of how to manage your company and deal with customers and situations that don’t always work right. You could certainly show Lowes how it is done or drop Lowes as a John Deere dealer, they are an embarrassment to John Deere. I now have a way to proceed to get my mower. Deal with a reputable John Deere dealer like the one I called. Certainly not from Lowes. I will also post this Lowes review on every review site possible. I will also cancel my Lowes credit card and shop at any other hardware outlet. I have never had an issue in any Lowes store but now knowing how they treat their employees, I would rather not have anything to do with them. Hope this helps anyone avoid a similar situation or just make you aware of the disgraceful policies and actions Lowes has for their employees. I submitted the above to Lowes review sites and to Lowes Customer Service email address. After a few days I received an email from Lowes. In the email they wanted me to cancel my order with Lowes. That would mean I would lose the 5% discount and I guess get me out of Lowes’ hair. I did not cancel my order. The email also stated that my complaint would be brought to management’s attention. I finally received my mower on 6/24/2022 from Lowes. John Deere makes quality products, provides excellent pro-active and honest customer support. I expect my new S130 will last and still be running for the next 18 years, just like the L110 I bought 18 years ago that I am giving to my son to use. In my opinion John Deere should not let Lowes sell or be a representative for John Deere. Lowers lies to customers, disrespect their employees, makes their employees lie to customers, and does not provide their employees with the information they need to do their job. They should be ashamed.