A Sacramento woman ordered a beautiful new front door for her house: shiny white with brass fittings and a window up top. It was a very nice-looking door, and that’s what was on the estimate she received. It wasn’t the door the installers actually brought to her house and installed in the front of her house, though. That part’s no problem: they just need to come by and replace it with the correct door, right? None of this would be a big deal at all if they didn’t want her to pay for the second installation herself.
That would be the door that Lowe’s installed on this lady’s house by mistake. So she did what all wise wronged consumers in greater Sacramento do: she called ace consumer reporter Kurtis Ming.
It will come as no surprise to you that as soon as CBS Sacramento gave Lowe’s a call, Lowe’s changed their mind. In a statement to the station, the company said:
In the interest of good customer service, we worked with her directly to resolve her concerns. She has selected another door that meets her needs and it will be installed at her home at no additional charge.
Good customer service, of course, is not so important before someone does a TV story.
Ming recommends that in order to avoid similar problems, carefully check estimates and receipts to make sure that the item getting delivered or installed is the correct one. If there are only part numbers and not descriptions, ask to have someone write in what those numbers stand for in plain language.