Lowes of Cotati Santa Rosa California Review

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We recently bought several granite umbrella stands from this store. When we arrived home and unpacked, we found one of them cracked in half. No problem at this point, we understand these things happen. We returned to the store and waited in line for 30 minutes at customer service. The woman that helped us (small, with glasses) looked at the base and asked us “if we were sure we didn’t crack it when unpacking it. Basically accusing us of the damage. We said “”no”” we did not crack the stand. She then stared at her computer for five full minutes. Next she got on her cell phone and walked away so we couldn’t hear her. She came back in 5 minutes and said she would allow a “”one time”” exchange. I asked her what she meant by that

and she said she was just repeating what her supervisor said. I asked to speak to her supervisor but was told she had just left the store. She looked at her computer and said there were 5 more umbrella stands with our color in the garden department. We were told to “”go find one”” and them come back and stand in line again.We walked across the store to where they keep the stands and found they had zero stands in our color. We verified there were no more “”in back”” with another employee in that dept. When we asked if the inventory system had a mistake

he said the inventory system was “”a mess”” and he never relied on it.So we compromised and selected one with a different color. We went back and stood in line for 20 minutes at customer service. By chance

we ended up being helped by the same girl that “”helped”” us before. She couldn’t understand why we chose one of a different color and said that they couldn’t do an exchange on that basis

even though they are the same product from the same manufacturer. We pointed this out

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