Originally posted on Facebook on Friday, June 6, 2025.
Remember my story about the refrigerator?
Well, the situation got even more complicated.
After painstakingly researching specifications, checking reviews, and comparing pricing, we selected what we thought was the best value for the money. We placed our order and scheduled delivery on Lowes.com.
We were pleased.
Weeks go by, and then we receive an SMS:
"The payment for Lowe's order was declined. Update it within 3 days to avoid delays or cancellation."
Wait. What?!
I scurry over to our bank's website to verify the transaction. And sure enough—we had already been charged.
So I called Lowe’s customer service to see what was going on.
Lowe’s rep: How may I help you?
Me: Hi. We recently bought a refrigerator through your website. I just got a message saying our payment was declined, but we’ve already been charged.
Lowe’s rep: That wasn’t a charge. It was a hold.
Me: Okay… but the charge is still showing on our card, and now it looks like you’re trying to charge it again.
Lowe’s rep: [abruptly] Would you like to speak to a manager?
I’m transferred to a manager, who explains that Lowe’s authorizes the card for the full amount when you place the order online, but doesn’t actually charge it. After a few days, the hold is released, and then they reattempt authorization. They do this repeatedly after a set number of days (maybe 10? no one really knew) until the order is delivered.
I explained this wouldn’t be a problem if the hold were released before the card was charged again—but it wasn’t.
The manager admitted this was a known issue that affects many online customers, and that many end up canceling their orders and reordering in-store. The problem? We purchased this fridge during a sale, and the promotional pricing was no longer available.
I asked if I could just buy a Lowe’s gift card and use that to pay, to avoid this loop of reauthorizations. She said there was a risk it would kick the order out completely—best case, it would delay delivery another 22 days. Worst case, we’d lose the sale pricing and end up paying nearly double.
I asked, “Are there any other options?”
She replied, “Sorry, no.”
Enter Samuel and Aliya.
I went to our local Lowe’s expecting to cancel the order, settle for a less ideal option, and face who-knows-how-long of waiting—all while we were badly in need of a refrigerator.
I explained the situation to the clerk at the appliance desk—Samuel. He pulled up the order, started researching options, and even logged into the distributor’s website to check stock. Then he called a manager to make sure he wasn’t missing anything.
Finally, he said, “Mr. Luckett, here are our options—it’s a possibility it may not work, but this is something we can try.”
Then Aliya walked up, responding to Samuel’s page for a manager. They deliberated some more. Then she said, “This should work.”
Together, we walked over to the customer service desk. They pull up my order, and after overcoming some obstacles, our original order with the original installation date was completely paid for and they provided me the paperwork to prove it!
Two people, stopped, and explored everything they could do to help me—rather than telling me what they could not do.
Samuel and Aliya saved my relationship with Lowe’s and made my life measurably better—I walked in with a problem and I walked out without one. They have no idea the weight they lifted off my shoulders.
And they did it all with a smile.
Thank you, Samuel and Aliya.
#duehonor #speaklife #neighbors #grateful
