Friday, July 29, 2011

Great service from Lowes

Here is a copy of a message I posted to the Lowes' Facebook page. Reposting here so it gets picked up by the search engines.


I want to share with you my experience at the Lowe’s in Acworth GA (#1651) this week. I’ve been shopping at this store since it opened and have always had good service, but this time was far better than I could have hoped for.

I was there with my daughter at dinnertime looking to buy double-keyed deadbolts that matched the sets we already have. Having rekeyed all the locks last summer, I thought that you couldn’t rekey a lock to an old key, so I had removed all the knob locks from the house and brought them with me to rekey them to the new deadbolts. The reason I was doing this was my 5 year old son, who is Autistic, started unlocking the doors and running away a few days before. Any chain or non-keyed lock we tried he quickly figured out how to defeat. It had been a stressful few days keeping an eye on him (and ear open during the night) to make sure he didn’t take off again.

I picked out the three deadbolts I wanted to buy and your associate Jerry asked if I needed help. I explained that I needed the deadbolts all keyed the same and the knobs I brought in rekeyed to match. He told me that he couldn’t rekey the knobs. But before he could continue I cut him off and told him they “did it last time, so why not now?”. (Even my daughter was surprised by my response, but in my defense I panicked a little trying to figure out how to get the house secured for my son.)

Jerry very nicely and very calmly explained that Lowe’s wasn’t a locksmith, BUT that the locks I had selected could be keyed to match my existing key. It took a few seconds for that to sink in, since in the past I’d never been able to get new locks with old keys, regardless of what store or company I took them to. Turns out the new Schlage locks are reprogrammable. At this point I apologized to Jerry and explained about my son. He was genuinely concerned about my problem and spent a lot of time showing me how the new locks worked and setting all the locks to match my old keys. Rather than sending me home with the locks and instructions, he set them all up for me.

By the time we were done Jerry must have spent 30 minutes with me getting things sorted out. He gave me his name and told me to call if I was having problems. He even apologized for the confusion about rekeying, but it was entirely my fault. I took the locks home and within 30 minutes had all the doors changed.

Can you forward this on to the Store Manager and thank her or him for having such a great staff and to Jerry for helping me when I was more than a little freaked out?


Chris Curtin

1 comment:

Anonymous said...

Chris - in my area Lowe's used to rekey a cylinder for $5 each. I bought all of my locks from them but one and they rekeyed them all the same. A few years after that, my wife left her purse (with keys and driver's license in it) in a restaurant and I needed to rekey the house after dinner on Sunday night. I took the locks back to Lowe's. They told me that they only rekeyed locks that I bought there and I responded that I bought all but the one there and they rekeyed it last time. So, they rekeyed them all, again for $5 each.

I don't understand your comment about rekey old locks. I worked in a hotel when I was in college. In a hotel, there are grand, grand master keys, grand master keys, and individual keys that all of the locks must accept. So, every new lock is always rekeyed with old keys (except for maybe the individual lock key). Of course, this is always done by a locksmith.