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More on Lowe's (LOW): Unlike competitor Home Depot (HD), the company misses on the top and...

More on Lowe's (LOW): Unlike competitor Home Depot (HD), the company misses on the top and bottom line as sales fall 0.5% Y/Y and comps decrease 0.7%. Exterior categories were impacted by cool temperatures and "greater precipitation" which "delayed [the] spring selling season." March's performance was "particularly soft." FY13 outlook: sales growth of ~4%, comps growth of ~3.5%, EPS of $2.05 against consensus of $2.08. Shares -4% premarket. (PR)
Comments (6)
  • vandagreenwood
    , contributor
    Comments (27) | Send Message
     
    Why can't they get it together?
    Whoever is running the company needs to restructure and be more aggressive in marketing.
    22 May 2013, 07:23 AM Reply Like
  • why75knot
    , contributor
    Comment (1) | Send Message
     
    I've noticed there has been a huge change in customer service at HD over the past 5 years. The personnel working on the floor take a proactive approach and make sure the customer finds the product he needs or makes recommendations for him. The cs personnel in HD know their products and their uses so I think HD must have an excellent cs training program. They do not act like they are doing you a favor by doing their job.
    22 May 2013, 08:47 AM Reply Like
  • Uncle Pie
    , contributor
    Comments (2694) | Send Message
     
    we tried to buy some new bathroom vanities from Lowe's. We tried to make an appointment to sit down with a salesperson, and found that this was not possible. We could not find a salesperson who had any product knowledge whatsoever. You cannot deal with Lowe's unless you know exactly what product you want and everything about how it works, because they do not have the personnel to assist you. Home Depot, while far from perfect, is miles ahead of Lowe's. We bought a complex front loader washing machine from Home Depot, and got excellent advice and assistance from their salesperson.
    22 May 2013, 10:00 AM Reply Like
  • B101
    , contributor
    Comments (34) | Send Message
     
    Perhaps some of the points are valid from the comments above. However, consider how far LOW has come in terms of stock appreciation within one year!

     

    Sure there is more LOW's could be doing but the same goes for Home Depot. I see more innovation and product selection from LOW here in Canada than I do from Home Depot. Yet, contrary to that point, I still see better customer service on the side of Home Depot.
    22 May 2013, 01:27 PM Reply Like
  • TyBBVD
    , contributor
    Comments (2) | Send Message
     
    Lowe's problem is they are too focused on technology, thinking that is going to make customer's happy. They have lost their way on customer service. Their reorganization two years ago ran off alot of tenured, great leaders. They are continuing to lose people as they revert to their old command and control structure in store operations.....checklists vice empowerment and leadership.
    22 May 2013, 01:42 PM Reply Like
  • TyBBVD
    , contributor
    Comments (2) | Send Message
     
    Lowe's problem is that they have lost their roots. They no longer care about customer service, but are too focused on technology in the stores. Granted, you must advance your technology, but not at the expense of common sense. What good does it do for an employee to have an iPhone and glitzy endcaps if they are so understaffed they can't provide basic customer service. Go into a Lowe's after 6pm any day of the week and you will be lucky to see a red vest. Their reorganization (purge) two years ago ran off alot of tenured and strategic leaders. They have reverted back to their old command and control structure, managing by checklists because they are panicked by Home Depot crushing them on comps the past 2 1/2 years. Store Leaders are not empowered, and not supported by field staff.
    22 May 2013, 01:42 PM Reply Like
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