Lowe’s

I called Lowe’s Tuesday (3 days ago) to buy a new freezer as quickly as possible because I discovered Tuesday morning that my old freezer had died; I parked what I could salvage in a neighbor’s freezer with the promise of removing it as soon as possible. I spoke with someone in the appliance department (Jesse) who was knowledgeable and helpful; I placed an order that day on the phone for a freezer to be delivered Thursday morning. Lowe’s was supposed to call on Wednesday to let me know the time of the delivery… no call. When I called Thursday morning, the person on the phone (Shelly) was extremely thorough and service oriented, but could find no order for the freezer. Given that I have 14 people descending on our house for the weekend plus the need to empty our the kindly neighbor’s freezer, I was very concerned, so I called the store manager. While speaking to him, Jesse called, took total responsibility for not following up on the order when it turned out that the freezer that I had ordered was listed as being in inventory but was not. He apologized multiple times and said that he would do whatever it took to get the freezer to me (I told him that I would take the floor model which was obviously in stock, even if it had a few dings on the surface). Between the manager and Jesse, they managed to get the freezer to me Thursday afternoon, as the manager had later promised (like Jesse). It was in the end outstanding service. They openly recognized their error, apologized, and responded by solving my problem: the need for a freezer ASAP. I couldn’t ask for better service recovery. Kudo’s to Lowe’s in Tilton NH.