In my recent large purchase with Lowes, I had noth...

In my recent large purchase with Lowes, I had nothing but one problem after another with the Dublin location. I had expected a little complication but nothing like what I really got. We typically like Lowes because the store is clean, and things are usually easy to find. We went November 9th to look at refrigerators. My girlfriend found the fridge she wanted, we had to wait about 15 minutes for an available associate, because as I'm sure you're aware the appliance department is always understaffed. After finally working with an associate we discovered the fridge was a special order and would be some time before it would arrive for delivery. He scheduled delivery for December 15th.
On December 11th, we got a voicemail, saying they could deliver the fridge on December 18th. We were not available for delivery that day, so we immediately called the store to reschedule it for the 20th. All seemed in order, until we got another call around December 17th, saying that the refrigerator will be delivered on the 28th. Wait what? You told us that we'd be getting the fridge on the 20th? I arranged my schedule for this. Why did the date change? No one could give us any answers, just the fact that it wasn't at the 3rd party delivery company to be delivered. No one knew anything and trying to get any answers over the phone was a joke, because we couldn t get a straight answer.
We stopped in the store because we were getting nowhere in our search for answers. We finally dealt with a department manager (not even an appliance manager) that seemed to sympathize and tried to work towards a solution. With him we were able to discover that the appliance guy that originally called "misspoke". The manager we spoke with assured us that he'd "make it right" once the refrigerator was delivered and I trusted that he would. The fact that the original guy, misspoke had me question the process. Why and how would this mistake happen, and what could be done to correct it? All I got was communication is a problem with a store this size. Ok, yeah, maybe what are you going to do to fix that because it s effecting business. Never really got an answer to that.
All throughout this process no one had any clue of the problems we were having. Every time we dealt with someone, we'd have to explain the entire situation again, but at the end of the day no one could give us any direct answers, but they all apologized for the situation. Apologies don't do much, when you ve set an expectation and then fail on that expectation without a valid reason. We simply went by the expectations you set.
The manager I was dealing with, and the store manager agreed that I should be credited $200 equaling about 10% of my purchase. I gladly spent almost $2000 on something, and your lack to double check, and communicate to peers before setting expectations inconvenienced me, I do not feel that is "making things right". The amount of inconvenience and hassled Lowes put my girlfriend and I is worth more than 10%, sorry. They didn't ask me my opinion, no one tried calling me back when going through this mess. I had left 2 previous messages to get a hold of the manager dealing with this, before finally getting ahold of him, but somehow, he never got those messages.
I've worked retail, I work with customers all day, and I understand that things happen outside of our control, but this store has shown that they cannot communicate internally or externally. I'm shocked that this Lowes location functions properly based on the experience I've have. Maybe they can handle simple things like picking up a few nails, flowers, or some lumber, but I will not trust the Dublin Lowes location with any major purchase. You've lost my trust, and you've lost my business.