Is Home Depot shafting shoppers?
03-07-2007, 05:47 PM
#1
Doesn't Rice His Car
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Is Home Depot shafting shoppers?
http://articles.moneycentral.msn.com....aspx?GT1=9215
I can relate to his part... happened to me just the other day.
Here's the excerpt:
Thoughts?
I can relate to his part... happened to me just the other day.
Here's the excerpt:
Consistent abuser of customers' time
But I'd like to suggest a much bigger reason that Home Depot has become a troubled and unloved company. I call it time abuse.
Home Depot is a consistent abuser of its customers' time. Let me explain.
Back in 1990, when my wife and I loved Home Depot, the stores were staffed with well-trained, knowledgeable and helpful people. If you had a question, even a silly one, it was easy to find someone who knew the answer. Home Depot had an amazing inventory. It also had a staff that helped you access that inventory and make choices.
Though it didn't have employees waiting at the door, as do high-service stores such as Elliot's in Dallas and Big Jo in Santa Fe, you could make a purchase quickly at Home Depot.
But that was then.
Today, it is difficult to find a staff person at a Home Depot. Personally, I've left the store empty-handed after a hopeless wait. During one long wait shortly before Christmas, I commented to a worker that the store was so busy they must be getting lots of overtime.
"No way," the employee said.
My wife has gotten so frustrated waiting -- while trying to buy carpeting for an entire house -- that she has taken her business elsewhere.
I know we're not alone. One of my friends started to seethe when I mentioned Home Depot. He'll buy things almost anywhere, except Home Depot. He hates having his time abused.
But I'd like to suggest a much bigger reason that Home Depot has become a troubled and unloved company. I call it time abuse.
Home Depot is a consistent abuser of its customers' time. Let me explain.
Back in 1990, when my wife and I loved Home Depot, the stores were staffed with well-trained, knowledgeable and helpful people. If you had a question, even a silly one, it was easy to find someone who knew the answer. Home Depot had an amazing inventory. It also had a staff that helped you access that inventory and make choices.
Though it didn't have employees waiting at the door, as do high-service stores such as Elliot's in Dallas and Big Jo in Santa Fe, you could make a purchase quickly at Home Depot.
But that was then.
Today, it is difficult to find a staff person at a Home Depot. Personally, I've left the store empty-handed after a hopeless wait. During one long wait shortly before Christmas, I commented to a worker that the store was so busy they must be getting lots of overtime.
"No way," the employee said.
My wife has gotten so frustrated waiting -- while trying to buy carpeting for an entire house -- that she has taken her business elsewhere.
I know we're not alone. One of my friends started to seethe when I mentioned Home Depot. He'll buy things almost anywhere, except Home Depot. He hates having his time abused.
03-07-2007, 06:35 PM
#3
Team Owner
Its true at both the Lakewood and Signal Hill stores. There aren't that many employees and a whole bunch of shoppers. Its fine if I just stroll in and get something but a PITA if I need help with anything. Our local Lowes is much more customer firendly (and a lot cleaner).
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YeuEmMaiMai (08-23-2011)
03-07-2007, 06:57 PM
#6
Team Owner
Home Depot has really slid downhill. I now shop at Lowes first.
Never liked Menards, and it was because of the store layouts and merchandise (really bad 2x4's) not the old retard in the ads.
Never liked Menards, and it was because of the store layouts and merchandise (really bad 2x4's) not the old retard in the ads.
03-07-2007, 07:12 PM
#7
The sizzle in the Steak
Home Depot is full of morons for employees.
The vast majority can't answer even the simple questions...and most of the time have no idea where materials & products are located within the store.
I quit going to Home Depot a long time ago.....Lowe's is better...not the best...but better.
The vast majority can't answer even the simple questions...and most of the time have no idea where materials & products are located within the store.
I quit going to Home Depot a long time ago.....Lowe's is better...not the best...but better.
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03-07-2007, 08:25 PM
#8
Senior Moderator
Yeah, HD is going downhill... I know more about some of the stuff there then the employees...
There's rumors that Lowes is coming to my town... I hope it's true...
There's rumors that Lowes is coming to my town... I hope it's true...
03-07-2007, 09:10 PM
#9
I hate Home Depot. shop at Lowes.
03-07-2007, 09:20 PM
#10
Team Owner
Lowes>Home Depot but not by much. HD is closer so I shop there. However I will goto Lowes for power tools.
It's very difficult to get a hold of someone in HD. So I rarely try unless forced too. I have needed an employee there twice. Both times I waited 45 minutes. The first time was for them to unchain a snow blower for me, the second was to get a grill down from a shelf.
Now the local HD has self checkout. They are at the point where they provide about 0 customer interaction. All they need now is some kind of automated return system.
When I feel I need some kind of guidance I will goto a specialty shop.
It's very difficult to get a hold of someone in HD. So I rarely try unless forced too. I have needed an employee there twice. Both times I waited 45 minutes. The first time was for them to unchain a snow blower for me, the second was to get a grill down from a shelf.
Now the local HD has self checkout. They are at the point where they provide about 0 customer interaction. All they need now is some kind of automated return system.
When I feel I need some kind of guidance I will goto a specialty shop.
03-07-2007, 09:24 PM
#11
ENGAGE MY VTEC BABY!!!!!!
HD sucks a phatty
I love Orchard Supply, they are a more small store and all the people there know a lot
I was extremely inpressed with Lowes recently when I walked in I was asked if I needed help finding anything 3 times in under a minute, now that is good trainin, I heard also that HD employees do not get discounts and if they do its once a year and not no where near xmas or any holidya, just random. I only go there to get something if it on sale like tools, HD I have found out will tkae anythign back, I took my 1 year old dremel that seized up and they exchanged it no charge, still had the recipt.
I love Orchard Supply, they are a more small store and all the people there know a lot
I was extremely inpressed with Lowes recently when I walked in I was asked if I needed help finding anything 3 times in under a minute, now that is good trainin, I heard also that HD employees do not get discounts and if they do its once a year and not no where near xmas or any holidya, just random. I only go there to get something if it on sale like tools, HD I have found out will tkae anythign back, I took my 1 year old dremel that seized up and they exchanged it no charge, still had the recipt.
03-07-2007, 10:14 PM
#12
In the DC area we had Hechingers, for the longest time, 40 years. They always had what was needed and people working the stores. Then came HD and Lowes, Hechingers close their doors. Once that happened Lowes pulled out and HD took over. HD sucks!! 2 years ago Lowes came back and that's were I go 90% of the time.
03-07-2007, 10:25 PM
#13
_____ like a rabbit
Originally Posted by svtmike
Home Depot has really slid downhill. I now shop at Lowes first.
Never liked Menards, and it was because of the store layouts and merchandise (really bad 2x4's) not the old retard in the ads.
Never liked Menards, and it was because of the store layouts and merchandise (really bad 2x4's) not the old retard in the ads.
03-07-2007, 10:27 PM
#15
Yeehaw
Funny... I used to love HD, now its horrible. It really does take about 15 minutes to find anyone, and 9/10 times they don't know what they are talking about. The worst part though... is that when they don't know what they are talking about, they pretend that they do, and just make up stuff. I went in for a certain kind of grout and got different answers from three people, all of them insisting that they were right. Eventually another guy shopping there, a plumber, interrupted and told me they were all wrong.
03-07-2007, 10:54 PM
#16
Doesn't Rice His Car
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We have this smaller chain called Westlake Hardware (aka Ace Hardware). It's smaller, but it's a lot better customer service-wise than Home Depot. For some odd reason, people come in waves. I'll walk in and no one's in line to checkout. Then when I'm done and want to check out, There's like 2 lines each with 4 people in them. Every time I've been in there, they immediately call another cashier over the intercom. It's quite nice. Also, there's just employees in just about every section usually just lounging around doing nothing, so there's plenty of help.
03-08-2007, 09:14 AM
#18
Senior Moderator
It's been hit or miss with me... actually a few employees at Menards AND HD went out of their way to help me... the customer services was so exceptionally good, I'll be writing their managers letters.
03-08-2007, 08:37 PM
#19
03-08-2007, 09:57 PM
#20
Suzuka Master
Several years ago, we went to Home Depot for flooring. The woman that helped us used to own her own shop and when HD came to town, she was forced to close up and came to work for them. She was great. She knew everything about every product in her department, she was polite, easy to find, even easy to reach on the phone with questions we had later. When she sent out the guys to measure is, um, where the HD came through. They measured our kitchen which was big at 28x12 as 14x12. She wanted to get them to come back to remeasure and they were giving HER a hard time, and told us we didn't know what we were talking about and they already got the measurements. After all the work she did with us, we walked away cause there is no way I would let guys in my house that can undermeasure by friggin 14 feet. She was the last and possibly only decent HD employee I have ever dealt with.
03-09-2007, 11:16 AM
#21
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http://www.boston.com/business/globe...s_predecessor/
Here is an article about their former CEO Bob Nardelli's severance package of about 210 million, at the end it states that in the 5 years he worked there they only paid him 154 million in compensation. I find it odd that his severance package is a lot more than they paid him while he was there.
Here is an article about their former CEO Bob Nardelli's severance package of about 210 million, at the end it states that in the 5 years he worked there they only paid him 154 million in compensation. I find it odd that his severance package is a lot more than they paid him while he was there.
03-13-2007, 03:43 PM
#23
There are 3 HD's within 10 minutes of me and the Lowes is a 30 minute drive so needless to say, i have to deal with HD. I'm used to the no-help at HD, but it really sucks when i have to have lumber cut cause then, i'm waiting like forever. One thing with HD employees is that (as my wife says) they're all ex-cons 
, I ran into 3 of em that worked their after their releases
, I ran into 3 of em that worked their after their releases
03-13-2007, 04:20 PM
#24
Creepy guy in the mirror.
It is true HD sucks... But... In their defense.
Everyone and their brother is now a DIY, or worse yet a self proclaimed home reno pro. As a result, a whole lot of people without a clue step into HD and start asking for free professional advice on completing projects that require knowledge. This creates a staffing burden on HD and unless they want to raise prices in order to pay for that free professional advice they hire idiots who have as much of a clue as the people in there asking for advice.
Granny watches some reality tv show where 2 other grannies tile their own floor. Granny then walks into HD and proceeds to take 2 hours of a salespersons time to find out the nitty gritty that the said reality tv show edited out so that she can tile her own floor. HD loves it because when she screws it up because she is in over her head, she calls HD to send out an installer.
I never look for advice in HD. I know exactly what I want before I go in the door.
That being said, I buy maybe 50% of what I need for my projects at HD - I usually go elsewhere because of sales. HD never seems to have anything on sale.
Everyone and their brother is now a DIY, or worse yet a self proclaimed home reno pro. As a result, a whole lot of people without a clue step into HD and start asking for free professional advice on completing projects that require knowledge. This creates a staffing burden on HD and unless they want to raise prices in order to pay for that free professional advice they hire idiots who have as much of a clue as the people in there asking for advice.
Granny watches some reality tv show where 2 other grannies tile their own floor. Granny then walks into HD and proceeds to take 2 hours of a salespersons time to find out the nitty gritty that the said reality tv show edited out so that she can tile her own floor. HD loves it because when she screws it up because she is in over her head, she calls HD to send out an installer.
I never look for advice in HD. I know exactly what I want before I go in the door.
That being said, I buy maybe 50% of what I need for my projects at HD - I usually go elsewhere because of sales. HD never seems to have anything on sale.
03-14-2007, 05:28 AM
#25
Go Giants
03-14-2007, 11:19 AM
#26
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Originally Posted by 2001AudiS4
The woman that helped us used to own her own shop and when HD came to town, she was forced to close up...
03-14-2007, 11:24 AM
#28
Originally Posted by michiamo
Exactly why I won't shop "big box" stores - they put small businesses (where you can really find good service) out of business.
My Lowes may not know as much as my local HW store, but I can't buy a gas grill for $79 at the local HW store. Or find a 1/2" TQ wrench without special ordering it & waiting a day to get it.
03-15-2007, 07:42 AM
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Originally Posted by fuzzy02CLS
That's progress, It's been happening since the dawn of man.
My Lowes may not know as much as my local HW store, but I can't buy a gas grill for $79 at the local HW store. Or find a 1/2" TQ wrench without special ordering it & waiting a day to get it.
My Lowes may not know as much as my local HW store, but I can't buy a gas grill for $79 at the local HW store. Or find a 1/2" TQ wrench without special ordering it & waiting a day to get it.
I wouldn't call big box stores progress. IMO, they are further evidence of the decline of civilization.
03-26-2007, 08:35 AM
#30
No TL until I have kids!
Originally Posted by jupitersolo
In the DC area we had Hechingers, for the longest time, 40 years. They always had what was needed and people working the stores. Then came HD and Lowes, Hechingers close their doors. Once that happened Lowes pulled out and HD took over. HD sucks!! 2 years ago Lowes came back and that's were I go 90% of the time.
03-26-2007, 08:57 AM
#32
Administrator Alumnus
Originally Posted by 04EuroAccordTsx
I prefer Menards.
Btw, anyone remember Builders Square and Handy Andy?
Btw, anyone remember Builders Square and Handy Andy?
lol I do.
There was a Handy Andy in my home town and it burned all the way to the ground. It was never clearly shared whether the fire was intentional, but it burned like a mother f'er. I lived 5 blocks from there and was doing my Chemistry homework... Friend called, and asked if my house was on fire... Which I thought was odd given he was a good mile from me. I ended up looking out my bedroom window and saw this giant orange glow.
You could hear the propane tanks bursting. It was quite a sight.
03-26-2007, 09:09 AM
#33
Senior Moderator
Seems to be the status quo with every big retailer up here. I don't have any expectations as far as customer service goes anymore.
Hell, you even have to check out yourself at Home Depot these days.
Hell, you even have to check out yourself at Home Depot these days.
03-26-2007, 10:50 AM
#34
Senior Moderator
New CEO responds
http://articles.moneycentral.msn.com...etYouDown.aspx
http://articles.moneycentral.msn.com...etYouDown.aspx
After readers flood MSN Money's message boards with tales of lousy service, Home Depot's new top executive says change is on the way.
Editor's note: Last week, MSN Money published a column by Scott Burns that focused on customer-service problems at Home Depot (HD, news, msgs). The response was overwhelming: Thousands of readers posted messages on our boards and more than 10,000 e-mailed editors here to share their own stories of time wasted at Home Depot's stores. In response to that outcry, Home Depot’s new CEO, Frank Blake, posted his own message here. Below is a copy of that post.
I'm Frank Blake, the new CEO for The Home Depot. I've read a number of the postings on the MSN message board (unfortunately, there were a lot of them), and we've dispatched a dedicated task force -- working directly with me -- that is ready and willing to address each and every issue raised on this board. Please give us the chance.
There's no way I can express how sorry I am for all of the stories you shared. I recognize that many of you were loyal and dedicated shoppers of The Home Depot . . . and we let you down. That's unacceptable. Customers are our company's lifeblood – and the sole reason we have been able to build such a successful company is because of your support. The only way we're going to continue to be successful is by regaining your trust and confidence . . . and we will do that.
We've already taken steps to cure many of the ills discussed on this message board:
* We will be and already are increasing our staffing in the stores.
* We're also in the early stages of launching a nationwide program to recruit and hire skilled master tradespeople to staff our stores so that our customers receive the kind of service and expertise that made The Home Depot great.
* We're investing significantly in the appearance of our stores to make them an easier and more fun place to shop.
* And we're making it clear to all our associates that nothing is more important than you, the customer. Every associate knows that his or her number one job is to make you smile and to help you solve your home improvement problem … no matter how big or how small.
But the real judge of all of these changes we’re making is you. All I ask is that you please give us the opportunity to win you back. When you enter our stores, you should receive a personal greeting. After that, you should encounter a helpful associate who will walk you to find the tools, material or service you need. If you don’t, please let us know . . . just like Scott Burns did.
Editor's note: Last week, MSN Money published a column by Scott Burns that focused on customer-service problems at Home Depot (HD, news, msgs). The response was overwhelming: Thousands of readers posted messages on our boards and more than 10,000 e-mailed editors here to share their own stories of time wasted at Home Depot's stores. In response to that outcry, Home Depot’s new CEO, Frank Blake, posted his own message here. Below is a copy of that post.
I'm Frank Blake, the new CEO for The Home Depot. I've read a number of the postings on the MSN message board (unfortunately, there were a lot of them), and we've dispatched a dedicated task force -- working directly with me -- that is ready and willing to address each and every issue raised on this board. Please give us the chance.
There's no way I can express how sorry I am for all of the stories you shared. I recognize that many of you were loyal and dedicated shoppers of The Home Depot . . . and we let you down. That's unacceptable. Customers are our company's lifeblood – and the sole reason we have been able to build such a successful company is because of your support. The only way we're going to continue to be successful is by regaining your trust and confidence . . . and we will do that.
We've already taken steps to cure many of the ills discussed on this message board:
* We will be and already are increasing our staffing in the stores.
* We're also in the early stages of launching a nationwide program to recruit and hire skilled master tradespeople to staff our stores so that our customers receive the kind of service and expertise that made The Home Depot great.
* We're investing significantly in the appearance of our stores to make them an easier and more fun place to shop.
* And we're making it clear to all our associates that nothing is more important than you, the customer. Every associate knows that his or her number one job is to make you smile and to help you solve your home improvement problem … no matter how big or how small.
But the real judge of all of these changes we’re making is you. All I ask is that you please give us the opportunity to win you back. When you enter our stores, you should receive a personal greeting. After that, you should encounter a helpful associate who will walk you to find the tools, material or service you need. If you don’t, please let us know . . . just like Scott Burns did.
03-26-2007, 11:29 AM
#38
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Originally Posted by 04EuroAccordTsx
I prefer Menards.
Btw, anyone remember Builders Square and Handy Andy?
Btw, anyone remember Builders Square and Handy Andy?
03-26-2007, 11:55 AM
#39
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Yep - for awhile it was great going to HD, but it has changed so much over the years. We originally thought it was just a "bad one" near us, so I drove a little further out - nope same problems you all wrote about. I waited one time for a piece of wood to be cut, one guy who apparently was not allowed to use the saw, went to fetch a "certified saw-guy". 15 minutes later a guy slowly walks down the aisle, only to say - oh that is pressure treated wood, we do not cut pressure treated wood. 
I have not quite gotten used to Lowes, so I still go to HD only because I am comfortable with the layout - from many "I'll just find it myself" experiences. And I can return just about ANYTHING without issue.
I do agree with what someone said about there are what seems to be a TON of more people trying to be DIY'ers. That is why I would never, and didn't, by a resale for fear of what some of these weekend warriors are doing behind close doors.
Sorry HD, you used to be my favorite store
I have not quite gotten used to Lowes, so I still go to HD only because I am comfortable with the layout - from many "I'll just find it myself" experiences. And I can return just about ANYTHING without issue.I do agree with what someone said about there are what seems to be a TON of more people trying to be DIY'ers. That is why I would never, and didn't, by a resale for fear of what some of these weekend warriors are doing behind close doors.
Sorry HD, you used to be my favorite store
03-26-2007, 01:48 PM
#40
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Originally Posted by joerockt
Im practally in walking distance to a HD, so I have no choice 
I would love to have a Lowe's closer.
I would love to have a Lowe's closer.