MyLowes Account vs OLAM – Lowe's Home Improvement Review

I had a brain fart and deleted what I thought was a duplicate My Lowe’s account number, causing me to lose the transaction history associated with that particular account number. After using the SMS-Chat from within the app, I was informed that the deletion was permanent but they were able to confirm, and I agreed, the transaction records that went bye-bye was inconsequential. There were ample opportunities for the customer rep to improve their level of professionalism, customer service, and courtesy, and I factored that less than stellar experience into my review of the app. I suggest that the developers consider anchoring purchase history with the online login credentials (E-Mail, phone number, and/or name, etc.) and not on MyLowes account numbers. It is apparent that multiple account numbers can be associated with the same online account login so it seems trivial that MyLowes loyalty account numbers can be associated with specific purchases, but _all_ purchases should be linked to the login. “Millen” from Customer Service statement below is disingenuous since deleting the login account should be determinative that the customer no longer wishes to have Lowe’s retain purchase history (which most companies really don’t purge since such data, with claimed anonymizing efforts prior to its use, is instrumental in their marketing efforts): “I am sorry you accidentally deleted your card, however saving people's information when they specifically tell our site to delete it would cause its own issues including privacy and security issues. Since our store system updates at night, I was able to look up your original card. It has one purchase on it that was returned.” Finally, if Lowe’s were truly concerned about customers’ security and privacy, they should implement and enable Apple Pay in-store and in-app as it is currently the most secure form of payment since credit card numbers are tokenized and transaction details are hashed and encrypted in a way that hacking those details makes it impossible to reuse the purchase information. Even seasoned tech users like me can experience a brain fart with tapping the wrong icon so there should be a means to facilitate and correct such mistakes so that all customers, including those that may not be as savvy. In the end, Customer Service – in the form of the convenience offered by functional tech and escalation to a customer service rep – is still the differentiator. In this regard, both app (tech) and live customer assistance experiences fell short of what I’ve come to expect from Lowe’s.
Review by amjice on Lowe's Home Improvement.