Lowe’s Customer Service Says No Problem To My Problem


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It was intended to be a quick Saturday trip to Lowe’s (@Lowes) to pick up a single light bulb for my son’s little fish tank.  Of course, no trip including two kids under the age of five can ever be classified as quick.  We found our light bulb, paid, got dinner and drove home.  Later that evening I wanted to install the new light bulb only to realize I couldn’t find it anywhere.  In the hustle and bustle of putting kids in the car, I had left that light bulb in the shopping basket.  Ugh, don’t you hate that?

Four dollars is four dollars so I decided to call Lowe’s customer service.  After virtually no wait, I got Greg on the phone and explained my situation to him.  Without hesitation he coolly said “Just bring in the receipt any time, tell customer service the problem and tell them Greg said you could just go get a new one.”  What a relief.

So the following day I went to Lowe’s, receipt in hand, and the lady in customer service said, “Go ahead and get the light bulb you need, bring it up here and I’ll check you out.”  The process really was that simple.  Lowe’s didn’t once question whether or not I could be trusted.  They believed my story and the process was about as quick and painless as it possibly could have been.

Great customer service is refreshing and infectious isn’t it?  Remember that and remember to appreciate the good.  As customers it’s important reinforce good behavior until all the bad behavior is gone.  Hey, it could happen.  Thank you to Lowes customer service for being awesome!

Jeremy Watkin
Jeremy Watkin is the Director of Customer Support and CX at NumberBarn. He has more than 20 years of experience as a contact center professional leading highly engaged customer service teams. Jeremy is frequently recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working he's spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.


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