At my current position with Lowe's, I work directly with a 3^rd-party logistics company that handles customer deliveries out of the store. The logistics company provides the delivery service to Lowe's and its customers by scheduling, loading, and delivering product every day of the week. Unfortunately,service failuresdo occur from time to time resulting in orders not being fulfilled and customers having poor experiences with the service.

When service failures occur in my department, customers are left with a lack ofresponsivenessandassurancein theservice qualityof their delivery. Since it is a 3^rd-party delivery service, the company does not work directly with our customers. They will direct customers back to Lowe's for any assistance resolving matters, forcing the customer to spend more of their time trying to reach someone that can assist their needs. Furthermore, since these are considered Lowe's customers, the 3^rd-party does not have to answer for failures that occur. Customers are not informed how or if an issue will be resolved until they can speak directly with a Lowe's associate. These delays can diminish customer confidence in the service and make it less likely they will use it again. please comment on the thread above?