« Dell? Hell! | Main | Saying Goodbye to Hello Direct »

Home Depot's Public Relations Backfire - Comments

Comment Page:  1  |  2  |  3  |  4  |  5  |  6 

Here is one of the few time that I must disagree with you Randy. I have had great luck with finding Home Depot people who know how and are willing to offer good advice. One of their plumbing aisle workers named Nathan guided me with tremendous patience in doing all of the plumbing for a full kitchen remodel. As far the gent stealing the trailers, I have to wonder if he was using a 1-7/8 inch ball to steal trailers with 2 inch sockets. Just a thought. If your balls aren't big enough its hard to be a successful thief.

The people who work for Home Depot are the most USELESS wastes of space ever produced.... I often wondered if they lobotomized their staff to remove the "customer empathy" portions of their brains before turning them loose on the sales floor (that is, before I stopped going there). Your story is a perfect example!

This is the same Home Depot chain that recently got a lot of publicity when its Metheun store security banned a regular customer from the store for life and threatened to file Civil Charges.

Seems the guy (a contractor) borrowed one of those carpenter pencils emblazoned with the store name & logo to jot down some calcs when purchasing lumber, and put it in his pocket when done. Then proceeded to buy $100+ worth of lumber, pay for it, and walk out of the store, only to be stopped in the parking lot by store security.

Maybe this PR guy ought to be training his security staff, rather than spending his time reading your website (not that it's not entertaining!).

As with most retail stores, a lot depends on which outlet you go to. The one I usually shop at has great customer service, and intelligent people doing it; they probably would have got the joke, too. Poor Don needs more fun in his life.

My personal experience with Home Depot stores spans the spectrum!

I have access to three stores in the Chicago Suburbs; at one I get acceptable service, at the other two the service is pathetic. Needless to say I patronize the first store more often than the others.

I also regularly shop at a Home Depot store in Southwest Florida, where the service is the best I have ever encountered in any retail store!

Is there a regional difference? Probably. Does the individual manager create a difference? Undoubtably.

We as customers should give our feedback to the individual store managers, rather than blithly or blindly "always" or "never" shopping there again.

A member of my family who works in the Home Depot nursery department was admonished for, I kid you not, spending too much time helping customers. They told him to aim for no more than two minutes per customer interaction, and if he didn't shape up he'd be officially disciplined.

Home Depot has GREAT people working for it, just not enough of them. It's my experience that I always get 100% top flight support from their staff...when I can find one.

The contractor with the pencil incident: I don't know, I think I would have been demanding to speak with the manager. The security freak should have been disciplined. Again, my experience is that when you spend a few thousand a year at one of their stores, they tend to bend over backward fixing things if you get annoyed. It's all a matter of finding (there's that word again) the right person.

The problem with Home Depot is that the customer has to "find the right person" in order to get any help. The Home Depot employees should be finding me! Home Depot should hire people just to walk the store looking for people to help. Spending a few thousand a year at Home Depot is not hard to do. I'd spend more is someone would help me. Please just take my order for a washer and dryer. Please. Someone?

It’s been my experience that the most people that work at the Home Depot stores that I have experience with are not as knowledgeable as they advertise, some are just worthless, and the management and store policies are horrible. I purchased over $3000 worth of custom-made Anderson windows from a store. After working through the details and measurements, the person helping me with the purchase assured me that everything was perfect and the order would be there within 6 weeks. Naturally I had to pay for them before they would order the windows.

Two months later, when the windows finally showed up, I picked them up and took them home. I found that the odd-shaped custom windows wouldn’t fit because they had been built backwards – i.e., they were built such that the exterior finish had to be put inside. I called the store several times trying to get to the bottom of the whole thing, and the person I had worked with was on vacation and they couldn’t do anything until he got back. I finally got to talk to him (I continued to call, he never called me) and I was told that the reason they were built that way is because the measurements must be taken looking at the outside of the house. Mine were from the inside view.

After several more phone calls with the person that worked with me, he explained that it was my fault and that there was nothing he could do. At that point I asked to talk to his manager. The manager and I had several phone calls where he reiterated that it was my fault. I repeatedly asked him how I was suppose to know about the ‘inside or outside view’, and he responded that it was industry standard. I explained that I was a home owner, not in the industry, and that I expected Home Depot to help me with this. I also explained that no one ever asked me what the viewpoint of the window measurement was. He told me, again, that it was my fault and that there was nothing he could do.

So I set up an in-person meeting with him. I went through the whole story again with all of the details, and once again he explained that it was basically my fault, that I screwed up, and they wouldn’t do anything to help me. I pointed out that their commercials that I see on HGTV always end with one of the employees standing and looking very solemnly at the camera and stating “you can do it, and we can help”. I asked where the help was. He again pointed out that it was my fault and he couldn’t do anything.

It’s been about one year since this has happened and I haven’t been back to a Home Depot store since. Not even for a washer. And I tell everyone I talk to not to go there. By the way, I went to another Anderson window dealer, re-ordered my windows, and the first question he asked was whether the measurements were from the inside or outside.

My experience is similar to Deb Stevens -- I am midway between two HD's, with different levels of service. At one, it is easy to find staff and 9 times out of 10, they know enough to help me. At the other, staff on the floor is close to non-existent. I once spent 15 minutes walking the aisles looking for help. The easy-to-find guy stationed in doors/windows/kitchen cabinets told me bluntly that he knew nothing outside of his department.

You can guess which one I normally do business with.

It seems obvious to me that the issue is individual store managers' policies rather than corporate policy.
On the other hand, you can blame corporate policy for allowing managers to set such individual policies.

Comment Page:  1  |  2  |  3  |  4  |  5  |  6 

(Read the article that everyone's commenting on.)