Ok, so I've been struggling with something and need to vent. For background, this is related to my Parkinson's and inability to walk without a cane or do a lot with my hands (carry things, fine motor skills, etc). I really try to be a calm, rational, and understanding person so am not trying to make a mountain out of a molehill. But this is really bugging me.
I was at the Lowe’s on Jordan Creek in West Des Moines, IA on Saturday. I was looking for a plumbing part to go along with a garbage disposal I had in my cart and the only associate I could find was at the appliance desk (he was in late 40s or 50s). I politely asked him if he could help me find something because I couldn’t find it after spending probably 10 minutes trying. He said it’s down aisle 34. I asked if he could help because I already looked there. All this time, he was looking at my cane and could clearly see I was having issues walking due and pushing the cart. He said no, it’s in 34. Again I asked for his assistance, and again he refused to move - and there were no other customers around waiting for help.
I went to isle 34 and looked again for probably 10 minutes. I went to find him again and when he saw me coming, he immediately turned around and walked away. I hit the help button in plumbing and it rang over the PA for over 10 minutes without anybody coming before just turning itself off. He walked by a couple isles away and saw me waiting there. He kept casually walking away; again he wasn’t helping anybody.
I kept waiting and looking and had to finally yell at somebody a ways away to get somebody to help. It took them over 5 minutes to find the part and it wasn’t in aisle 34.
I feel this associate purposely discriminated against me for being handicap, despite me being polite and trying multiple times to find it myself. I have never in my life felt so dehumanized and belittled as I did. I have only had my disability for around a year and this is my first encounter where I feel it wasn't just a case of bad customer experience - and I really try to be understanding and accepting of those types of things as everybody has a bad day.
I was so worked up, my chest was hurting like I was going to have a heart attack (had one last year), my blood pressure went through the roof (had 3 strokes last year), and I was shaking so badly I almost got into an accident. All which then led to a panic attack. I am a very calm and rational person, but that is absolutely unacceptable and demonstrates the level of discrimination I perceived. When I (very visibly upset) told the cashier that I was treated very rudely by an associate, she didn't even acknowledge it or apologize for that experience, let alone attempt to escalate the matter.
I called the store right when I got home and demanded to speak to the manager (call me Karen if you want). She was dismissive and flippant to the point she was hanging up when I said, um... don't you want my name and number in case you have questions?
I then found the Executive Customer Experience email address and sent a complaint matching the above. I've gotten a few replies going back and forth, but it's basically "thanks for letting us know, now forget it" every time. That doesn't address 1- the discrimination I felt, 2 - give me any comfort that those involved are held accountable, and/or 3 - show a true interest in acknowledging and fixing what may be a systemic issue at either that store or culturally in the organization.
It's very clear that at no level in the organization is there genuine understanding of what basic, consistent, and unbiased customer service and experiences should be for everybody, regardless of race, gender, disability, or anything else.
From the clear discrimination by one or more associates, the flippant handling of the complaint from the store manager, to the canned responses, I honestly don't feel like Lowe's cares one iota about how it treats those with disabilities. It's even more egregious when those customers are doing everything they can to both be polite and respectful to associates, and go out of their way - despite their struggles - of resolving matters themselves.
What I need to determine is how to proceed. Do I forget the discrimination and the immediate and lasting pain it has caused? Do I start a social media trend for people to share their stories of discrimination by Lowe's associates (I'm guessing something like that would normally trending, but I've never Tweeted or thus have followers)? Do I file a formal ADA Civil Rights Complaint? I don't know the answer.
