My complaint:
This letter written yesterday explains accurately the mishandling of my complaint to Mr. Molina (store manager) and after no less than 20 calls to the store and several visits they have denied a refund or repair of the refrigerator from delivery was missing critical parts for the attachment of an icemaker.
July 21, 2022
Mr. Mario Molina, Mgr.
Lowe’s Store 1638
4151 North Oracle Rd.
Tucson, AZ 85705
Re: Samsung Refrigerator (34553044, $1,118.50) Frigidaire Refrigerator (34386465, $1,251.14)
Mr. Molina,
We met in May when I was at your store attempting to get some resolution to the delivery of an incomplete refrigerator delivered to me in May. Lowe’s delivered a Samsung refrigerator which was missing the necessary factory parts to connect to the optional ice maker. This was noted by the delivery people and they assured me that the store would take care of the missing factory parts.
For the first two weeks I was given excuses regarding the missing part, i.e., that’s a factory warranty item to contact Samsung it’s their problem, both of which were unacceptable since you delivered an incomplete refrigerator to me as was acknowledged by the delivery people when it was installed in the house. I accepted it in good faith that Lowe’s would acquire the missing factory part or replace the unit, both of which never happened. Most recently the excuse for not repairing or refunding my purchase price is that fact that that this wasn’t done in the first three days, or whatever that exact number is with your store policy.
I have made of no less than 20 calls to your store in the past couple of months, plus three in-store visits. On the last visit I made the decision to purchase another unit (see transaction 34386465 on July 9th). The lady who handled this purchase told me that she did not have the authority to have the Samsung picked up when the Frigidaire was delivered, however within the next two weeks I would be advised accordingly. Of course, and true to form, nothing from your company in the way of a notification.
The delivery of the Frigidaire was to be tomorrow. I called your store today to that the refund on the Samsung had been approved and that the delivery of the Frigidaire would be tomorrow (July 22nd) per the email that I had received two weeks ago.
Speaking with Ms. Mireya in Customer Service (a 31 minute call), she said that the Samsung would not be picked up when the Frigidaire was to be delivered tomorrow because there was no indication of an approval by the store. While I was on hold they made an attempt to contact you and said that you were not in the store today and very likely not tomorrow either which was the delivery day for the new refrigerator. Having been given mixed messages by your staff (from the day of delivery and them taking care of it, to being notified whether or not you would do the right thing and refund the defective refrigerator) I opted to cancel the delivery for tomorrow and have requested a refund. Also, a refund for the ice maker which was never delivered in May and conveniently forgotten by your store.
This will be my final contact with you regarding the Samsung refrigerator which was delivered to our home missing required factory parts. An analogy would be, what would you say if the refrigerator was missing the door, would you still believe that this is a Samsung warranty issue and that Lowe’s has no culpability with the sale?
I have owned several retail businesses, including an appliance store, and it’s deplorable the way you have handled this sale. I in good faith paid your company for a ‘complete’ refrigerator and did not receive same. I will have more to say on this topic to your corporate office and in court.
Sincerely,
James S.
Suggested solution:
Make a complete refund and remove the refrigerator or replace it with a similar unit, regardless cover the attorney's fees which will be forthcoming.
