Replies

1. 
   jako17 | Sep 28, 2004 06:12am | #1

   Wake up and smell the coffee . Good customer service costs money.Big box stores equal poor service and poor products if you arn't selective in your purchase.Yes they exist because of us and our natural bargain hunting mentality.We are our own worst enemy!Read some of the posts on this forum to hear the something for nothing cry

2. 
   Alan | Sep 28, 2004 11:47pm | #2

   Sebstian,

   Why did you expect a floor clerk to know when an out of stock item will arrive?  They don't know; and there's no easy way for them to find out.  The purchasing is done by others who work in an office somewhere far from the store; they order from either the manufacturer or a wholesaler; a store employee isn't a party to any of this and is not kept informed by those who are.

   Also, if there's a next time, march up to little service desk most stores have, or talk to a manager.  Ask them to try to find one for you.  I've done that many times and they've always been very helpful, calling other stores and sometimes their warehouse.  Often the answer is that there's not one available, and they're not sure when one will be in. But often they find one at another store; and then they ask if I would like to drive to the other store, or have the item shipped to the store I'm in.  That's being pretty helpful.

   You didn't let them be helpful in the only way they can--by checking with other stores.  You also created your own frustration by driving from store to store, getting angrier and angrier when the clerks don't know what they cannot know.  Give them an opportunity to be helpful, and they usually will be helpful--to the extent they can.  The big boxes will never be as good as Lee Valley, or even LL Bean, but they also don't want to alienate customers.

   Alan

1. 
   RonInOttawa | Sep 29, 2004 12:32am | #3

   Any HD Hardware Associate worth his/her salt can go to the computer terminal in the Tool Corral and not only tell you whether an item has been ordered but also when it is expected to arrive. That same computer terminal can also be used to check inventory quantities of any SKU at any other HD in the District.

   Ask the Associate to do it for you next time! It will save you a lot of driving.

   Regards,

   Ron

2. 
   rmcjh | Sep 29, 2004 02:37pm | #6

   Alan;

   At one time I worked part time at HD for a couple of months and its no problem to check the computer and see when the next delivery is expected or what is supposed to be in stock.  In like fashion, the availability at the surrounding stores can easily be checked.  If the sales person is asked, he/she can call these store and verify the quantity shown on the computer.

   Additionally, if you want, arrangements can be made to have the item shipped to the store nearest you for pick-up.  Keep in mind that this could take a few days and YOU will have to check back since the item may arrive when the salesperson isn't there and often no-one else cares who it was ordered for.

   Roger 

3. 
   forestgirl | Sep 29, 2004 07:48pm | #7

   "They don't know; and there's no easy way for them to find out. "  Bullpucky.

   The last time I needed something that wasn't in stock at Home Depot, the floor clerk walked over to a computer in the tool depart and looked it up.  Told me how many had been ordered and when they were expected (roughly, not to the exact day).

   I agree with your 2nd and 3rd paragraphs, but not that first one.forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)Another proud member of the  "I Rocked With ToolDoc Club" .... :>) 

1. 
   Alan | Sep 30, 2004 01:32am | #10

   forestgirl,

   I stand corrected--and now better informed.

   I based that bullpucky on my experience working in high volume retail which I now realize was hopelessly out of date.  I should have known better.

   Thanks to you and the others for correcting and educating me.

   Alan

1. 
   forestgirl | Sep 30, 2004 07:48pm | #13

   You're welcome, Alan, and remember, one always has to be careful upon what one bases one's "bullpucky"  ROFL!! 

   You're a good sport.  Happy Thursday!

   forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)Another proud member of the  "I Rocked With ToolDoc Club" .... :>) 

   Edited 9/30/2004 12:49 pm ET by forestgirl

3. 
   peakbagger | Sep 29, 2004 05:17am | #4

   I was doing my sisters kitchen and decided to replace the cooktop since everything else was new. The local HD by me had the cooktop I wanted, but not in stock. They checked other nearby stores with no luck. I asked if they could check the one near my sister in anther state and sure enough found five.

   I show up at the store to pick it up and was absolutely floored. Three people were waiting on me. They pulled the cooktop from the top of the shelves and opened the box to make sure the color was right. Carried it to the register that they opened up to take my money, and offered to take it to the truck.

   That was never repeated again.

4. 
   301 | Sep 29, 2004 08:44am | #5

   I have had pretty good success e-mailing them.  It takes a while but I have even gotten hand-written letters from a manager answering my queries.  The e-mail address is on their web-site. 

5. 
   jackplane | Sep 29, 2004 10:48pm | #8

   Why waste time buying tools at HD?

    Unless that is yer only option for miles around, I 'd avoid them like the plague. Spend a little more, support your local hardware store/dealer, and talk to the folks there who know their stuff. When you do business with neighbors in the community instead of national chains with no ties to your community, you win and your town wins.

    If this sounds overly optimistic,well, your purchasing power is your political power.

6. 
   Dez | Sep 29, 2004 11:00pm | #9

   Lowe's is better??? LOL

7. 
   mudman | Sep 30, 2004 07:53am | #11

   As I have said several times before. I think that Home Depot does a great job with CS. Remember they are in the same league with WallMart. Granted the associates don't generally have a lot of field experience, and certiantly you couldn't expect them to know about the subject matter discussed around here. However they seem to be pretty keen on happy customers, just look at their return policy. I don't know you, but I do know sales and in a place like HD where they aren't on comission you won't get good service if you are rude or short tempered. If you went to 3 or 4 stores and got that treatment I have to wonder why.......

   Mike

   please excuse my spelling.
1. 
   splintergroupie | Sep 30, 2004 09:37am | #12

   I'm pretty happy that they just open the doors, turn on the lights, and let me play in their aisles. I'm always flabbergasted if i find someone who knows his/her trade.

   The last time i special-ordered anything, the guy at the contractor counter gave me some nice warranty-voiding advice about not needing a starter course when using architectural shingles--wrong, wrong, wrong. Still, i saved lots o' dollars and they delivered to my site, for free, 35 miles away, with three young studs and a pallet boom - OK, one stud to run the boom and two somewhat scruffy types on the pallets - to unload wherever i told them, all over the client's roof. My personal responsibility extended only to providing doughnuts. It just doesn't get any better than that.

   Never ever attempt to special-order sprinkler heads in mid-summer, however.

8. 
   kjwells54 | Oct 01, 2004 01:40am | #14

   Thanks to everyone for their comments. I apologize if I vented a little too much. I do use my local independently operated stores as much as possible, in this case I had a gift cert. In the future I will step it up a notch and see the manager for improved service. My big gripe is that to keep us coming back they need to have their front line people be customer advocates. In my work with a large machine tool company we bend over backwards to keep the customer happy. We realize they are truly the reason we exist and we reap dividends by going the extra mile to make them happy.

   If you need a tool and don't buy it, you will soon find you have paid for the tool but don't have it - Henry Ford