are they equal?
zal front load

Angola, NY

#1 Aug 28, 2012
Ok...i admit this is mostly just a pet peave of mine but .....should internet customers be treated as well as real customers in the store? A few days ago i had customers in store looking at a Samsung washer. I knew we had 1 in stock as i had seen it in receiving a short time before. My customers were considering a few different models but after deliberating realized the model we discussed suited their needs best. When i went sell it i noticed it showed as being in the due file which seemed odd as i was the only person in appliances at the time and i knew i hadn't sold it. Turns out it was a web order. Why should real customers who took time to come in to see us play second fiddle to some lazy slob who ordered this while sitting on their couch. I fully realize that we love the internet but since when did it take over our lives? Needless to say i was in a ripe mood for a few hours. So awhile later when a lady came in with a printout for a range she saw online and said she had a few questions, i told her to go back to the internet and get her answers there. The look on her face was PRICELESS to say the least. I laughed it off as if i was joking with her and then proceeded to help her out. But if the internet is all that why do people still call us or come in looking for answers or input?
Nedm

Flint, MI

#2 Aug 28, 2012
When my mom shops for adult toys online she wont go into the store....I went into pet world and bought my cat gilligan a new toy. When we play lowes in my moms basement internet orders that gilligan places are just as important as my mommy shopping inside my lowes basement...to me its first come First served...

Since: Jul 11

Location hidden

#3 Aug 28, 2012
zal front load wrote:
Ok...i admit this is mostly just a pet peave of mine but .....should internet customers be treated as well as real customers in the store? A few days ago i had customers in store looking at a Samsung washer. I knew we had 1 in stock as i had seen it in receiving a short time before. My customers were considering a few different models but after deliberating realized the model we discussed suited their needs best. When i went sell it i noticed it showed as being in the due file which seemed odd as i was the only person in appliances at the time and i knew i hadn't sold it. Turns out it was a web order. Why should real customers who took time to come in to see us play second fiddle to some lazy slob who ordered this while sitting on their couch. I fully realize that we love the internet but since when did it take over our lives? Needless to say i was in a ripe mood for a few hours. So awhile later when a lady came in with a printout for a range she saw online and said she had a few questions, i told her to go back to the internet and get her answers there. The look on her face was PRICELESS to say the least. I laughed it off as if i was joking with her and then proceeded to help her out. But if the internet is all that why do people still call us or come in looking for answers or input?
Why would you care either way? Do you make less per hour to help internet customers? Some online customers are disabled, some just prefer to shop that way.
DMxMD

United States

#4 Aug 28, 2012
I agree it shouldn't matter. Part of LEF and what the ment about the 30% was the people who wouldn't be able to adapt to a more multi channel way of selling without making comments like that and being rude to a customer who was simply doing their research. We are dealing with a much more informed customer than we were 5 years ago because information is that much more easily available online. We have to be ready to deal with it or close our doors. There was no need to even make the internet order an issue to the customer. You could have simply sold the one on the floor, sold it into the negative and waited for it to come in, or better yet use flexible fulfillment to sell it from another store and have it delivered from there.
zal front load

Angola, NY

#5 Aug 28, 2012
DMxMD....you know nothing about me to make a reference to me being rude. You can call store #1882 and talk to ANY of my managers and co-workers and ask if i am ever rude to customers. I do not pretend to be much, but the only thing i have going for me is a high ability to get people comfortable in a selling climate. Trust me, i wish i had other skills besides sales so i wouldn't have to work in retail. My disdain for internet sales is that it takes away the human element and is just another way to eliminate jobs.
And the other part of my post is still unanswered...if customers have all this information and can get whatever they need online why do they still come in with questions and then leave a half hour later purchasing a different item after some additional input ?
zal front load

Angola, NY

#6 Aug 28, 2012
One other valid question for the business academia...is planning for (or more accurately rooting for) a 30% fallout rate something that should be aspired to? Is this a solid gameplan of what well run businesses build upon?
Bird

United States

#7 Aug 28, 2012
I know exactly where your frustrations are coming from. Remember the scene on "It's a Wonderful Life" when there was a run on George Bailey's Savings and Loan? Remember the angry mob? That's how I felt this past Black Friday. As soon as the doors opened, there were nearly 20 customers in appliances. I had them form a line, but they wanted the Frigidaire laundry set, or the Samsung Laundry set for the most part. However, everything was sold out already because of internet orders. At the very least, they should fulfill the orders from an internet fulfillment center on Black Friday, instead of depleting store level stock. It's absolutely unfair, and assanine of Lowe's to deplete store stock for internet orders. You talk about an angry crowd, I thought one lady was going to punch me in the nose when I told her they were gone already due to overnight internet orders.

They calmed down a little when I told them I could sell into the negative, but they got riled up again when I told them it could be up to 3 months based on past experience, before we could get them. I won't lie to customers, a spade is a spade. There is no use lying when all you are doing is pushing a problem down the road. Lowe's, along with other retailers, have created this atmosphere where people camp out overnight or gather in lines to have a shot at a great deal on some expensive items. Though it may be sad that people would wait in the cold overnight, just for an item, Lowe's advertises it, so they should be able to deliver. So, when the first customer in line shows up and finds out the item they were waiting for, and that was promised to be there, is out of stock right from the get go, they are going to get pissed. And, I can't blame them. Heck, much of the time, the item is meant to be a Christmas present. Lowe's drops the ball on internet orders on Black Friday. Hopefully they have it together more this coming Black Friday. Hopefully........
redryder

Mooresville, NC

#8 Aug 29, 2012
Depleting store stock does make us in the stores look foolish.***ZAL*** You should have simply sold the in stock unit to the customer in the store and called the internet customer to tell them the only unit you had was the display, they could have it or wait for another to arrive. If you guys wanna see something funny and sad, go to youtube and search "so you wanna work for lowe's" It is funny because it is true, sad because even though I know it is true I am still working here. This once grand company has no future with it's current leadership, these guys are so detached it is almost comical....
nedm

Pembroke, MA

#9 Aug 29, 2012
last one was a fake post. Imitation is the most sincerest form of flattery.

Anyways the same situation can play out with orders by phone and maybe with fax.

Don't forget that some customers come from other stores just because they couldn't find the item there. The 5.1 screen lists what is on hand...but that could be in a customers cart. Let's say it is a drill bit and it says there are three. Well if it is a busy saturday then it could very well be in someones cart shopping around.

Ex is right in that some internet shoppers might be disabled so I'd be extreamly careful in saying that the instore one counts first. I personally know people with heart conditions that cannot drive and they rely on either delivery or being near the subway. Yes it can be argued that someone in the store can press a call button or complain instantly but that can be dealt with. I used to know a specialist that would go into receiving and start selling product that was already sold saying that it would come in by the time the original customer wanted it picked up. He also would schedule WEX orders to be delivered BEFORE they were in the store. Needless to say it didn't turn out well.

All customers are equal. To suggest otherwise would get lowes into some serious trouble.
csa-lowes

Winder, GA

#10 Sep 19, 2012
Bird wrote:
I know exactly where your frustrations are coming from. Remember the scene on "It's a Wonderful Life" when there was a run on George Bailey's Savings and Loan? Remember the angry mob? That's how I felt this past Black Friday. As soon as the doors opened, there were nearly 20 customers in appliances. I had them form a line, but they wanted the Frigidaire laundry set, or the Samsung Laundry set for the most part. However, everything was sold out already because of internet orders. At the very least, they should fulfill the orders from an internet fulfillment center on Black Friday, instead of depleting store level stock. It's absolutely unfair, and assanine of Lowe's to deplete store stock for internet orders. You talk about an angry crowd, I thought one lady was going to punch me in the nose when I told her they were gone already due to overnight internet orders.
They calmed down a little when I told them I could sell into the negative, but they got riled up again when I told them it could be up to 3 months based on past experience, before we could get them. I won't lie to customers, a spade is a spade. There is no use lying when all you are doing is pushing a problem down the road. Lowe's, along with other retailers, have created this atmosphere where people camp out overnight or gather in lines to have a shot at a great deal on some expensive items. Though it may be sad that people would wait in the cold overnight, just for an item, Lowe's advertises it, so they should be able to deliver. So, when the first customer in line shows up and finds out the item they were waiting for, and that was promised to be there, is out of stock right from the get go, they are going to get pissed. And, I can't blame them. Heck, much of the time, the item is meant to be a Christmas present. Lowe's drops the ball on internet orders on Black Friday. Hopefully they have it together more this coming Black Friday. Hopefully........
I agree but, that is no excuse for customers to start yelling and cussing at an employee. I don't get paid enough for that crap and I won't put up with it.
Bird

Westland, MI

#11 Sep 22, 2012
No, it isn't an excuse for the mistreatment of employees, but, this can be expected when those types of conditions are created. Whether or not I feel that people that wait in line for hours are off their rocker, which I do, the fact still remains that Lowe's advertised something as if it would be there for the taking, and then, gave it away to internet customers. They had to expect that some people would not react in a positive or civil manner.

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