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Lowes customer support for its online retail business has been plagued by high turnover rates, a lack of transparency, and inconsistent communication with customers and employees, according to a complaint filed Tuesday by a customer service representative.
The complaint, filed with the Equal Employment Opportunity Commission, accuses Nordstrom of violating the Americans with Disabilities Act by failing to provide customers with a way to access customer support.
Lowes, a discount retailer that sells clothes, accessories, books, and more, was launched in 1997.
In 2016, it surpassed Walmart as the nation’s largest low-cost retailer.
The company’s stock price has declined significantly over the past several years as its business has struggled with a stagnant labor force, a growing number of online competitors, and low sales, according the complaint.
Lowenstrom also has a poor track record of responding to customer complaints, according its complaint, and the company has not responded to customers’ requests for help.
The complaints came amid ongoing complaints about the way the company treats customers.
Last week, an employee at a Nordstrom store in Texas allegedly punched a customer in the face during a dispute over a laptop computer.
That incident prompted an outpouring of support on social media.
In October, a customer called the store and reported a customer’s “broken nose” after a Nordica customer service rep asked him to leave a line at a door for a customer who was on her way to the store.
The customer, who had recently been released from a hospital for an illness, said she did not know the customer would be sick and was concerned for her safety.
A representative for the store said she had left the line, but the customer’s experience was not representative of the entire Nordica experience, according a statement on the company’s website.
“We take these matters very seriously, and have been working closely with the EEOC, to understand the extent to which these concerns have been addressed,” the statement said.
“As a result of the customer complaint and ongoing discussions with the company, we are committed to working closely and transparently with our customer service representatives, and will continue to do so.”
Nordstrom did not immediately respond to a request for comment.