Herewith, a letter to Home Depot Customer Service:
Dear Customer Service:
“You Can Do It, We CAN'T Help”
That was the proper slogan from our 4-hour experience on Sunday, March 9.
I went to the Parsippany store to buy a Bootz bathtub (right hand, white), knowing that the American Standard Americast Princeton model wasn't available in that store (although that was my initial first choice).
The salespeople helped convince me that the American Standard model was really the one to go for. They searched the database and came up with 2 available in Totawa and she even called the store for me (just to check because she knew that what’s in the system may not always actually reflect actual availability). The man at the Totawa store said, “yes, we have 2, come in.” The salesperson at the Parsippany store specifically told the Totawa person that she had a customer coming that afternoon.
We drove over to the Totowa store, but stopped at the Montville store because it was closer. Not only did the Montville store not have the American Standard, the 4 people sitting behind the computers at the tile section were incredulous that we asked them for help (there were no sales people in the tub section). The woman there (I wish I got her name) told me to go back there and press one of the “help buttons,” and did not want to be bothered further. I went around the store near the tub section and finally found someone to come and tell me that they did not have the American Standard model.
My wife insisted we ask for directions to the Totowa store, but unfortunately the only person available was the same woman behind the computers in tiles. She reluctantly answered my wife’s question but could not be more vague or look more inconvenienced (“do I look like the ‘information desk’ to you?”).
It gets worse.
At the Totowa store, we found no American Standard on the floor. But there were several on the top of the shelves. We spent 20 minutes walking in and around that section asking for a sales associate to check availability up there for us. FIVE different people said “I don't work in tub, get someone in tubs” and “I'll get someone in tubs for you.” Twenty minutes pass by. No one came by. Nothing.
In the end, we drove back to the Parsippany store where there was actually people willing to assist in question, answers (granted those answers based on other stores' personnel), could not be trusted. We finally get the Bootz model. It wasn't what I really wanted. After being mislead into thinking that we’d get help from Home Depot in finding what I wanted; then going on a “wild-goose” chase for it; then having to deal with absolutely no assistance from anyone in the Montville or Totowa stores (except some attitude).
Lesson 1 and my conclusion: at Home Depot, “you can do it, we can’t help,” except for you to spend your money at our stores. Truth be told, our journey yesterday went from “we’d like to help, but can’t because even our own people lie to us” (in Parsippany), to “we just don’t like to help” (in Montville) and “we won’t help” (in Totowa).
Regardless, Home Depot’s current slogan is completely erroneous and—like their computer systems telling them what’s in stock—should be corrected to reflect reality.
Lesson 2: I should have just gone to Lowes, as my brother told me from the beginning. No wonder I keep on hearing good things about Lowes.
Sincerely,
Tony, a disgruntled absolutely dissatisfied customer
I hate Home Depot.
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