N1120A
Topic Author
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Home Depot Weakend By Poor Service

Thu Mar 08, 2007 2:33 pm

This article is interesting and could very well serve as a lesson for airlines as well as the home improvement giant. I tend to agree with the substance as I and many I know have noticed a severe drop in the service levels at Home Despot (not a typo) in the past several years.

http://articles.moneycentral.msn.com...epotShaftingShoppers.aspx?GT1=9215
Mangeons les French fries, mais surtout pratiquons avec fierte le French kiss
 
zippyjet
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RE: Home Depot Weakend By Poor Service

Thu Mar 08, 2007 3:51 pm

It's sad, looks like they Jumped The Shark http://en.wikipedia.org/wiki/Jump_Th..._Shark#Term_used_in_other_contexts for a detailed definition.

I mentioned that many Wal Marts in my area have gone ghetto and their service, store condition and inventories have hit the shits.

Fortunatly, Target is pretty good. When you push that little red button and it talks to you telling you an associate will be there in 60 seconds. So far, so good they keep their promise.

Whole Foods, Trader Joes and Wegman's markets still have very good to excellent friendly service.

In our company FL we try hard to provide our passengers with a safe, friendly and satisfying flight experience. No ones's perfect but, there is feedback both negative and positive.

I hope Home Depot can turn things around and the other companies I mentioned including my company can keep up the good work and grow and improve. I own stock in the company too. This is always a motivating factor.
I'm Zippyjet & I approve of this message!
 
N1120A
Topic Author
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RE: Home Depot Weakend By Poor Service

Thu Mar 08, 2007 4:21 pm

Quoting Zippyjet (Reply 1):
Fortunatly, Target is pretty good.

That is how they seperate themselves from Sam Land.

Quoting Zippyjet (Reply 1):
Whole Foods, Trader Joes and Wegman's markets still have very good to excellent friendly service.

That is one of those things those companies have to do to break away from the ubiquity of the average grocery experience. Unfortunately, Whole Foods tends to be hit or miss as far as service goes. Whole Foods Arabella Station here in New Orleans does great but I had a very bad experience at the Newtonville, MA Whole Foods and my mother had a run-in with a crap employee at the one in Thousand Oaks, CA.
Mangeons les French fries, mais surtout pratiquons avec fierte le French kiss
 
miamiair
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RE: Home Depot Weakend By Poor Service

Thu Mar 08, 2007 10:15 pm

I cringe at the fact of having to go to Home Depot.

I recently changed several light fixtures at the hosue, I drove to Lowe's in Broward county (a 30mi ride).

If I need something minor, I will go to the Ace Hardware. Home Depot's service in Miami has dropped to the bottom of the bucket. When there is no competition, they rest on their laurels, and that isn't much lately.
Molon Labe - Proud member of SMASH
 
ltbewr
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RE: Home Depot Weakend By Poor Service

Thu Mar 08, 2007 10:40 pm

From my observations in Northern New Jersey, Lowe's is gaining and growing in my home area.
Walk into a typical Home Depot vs. a typical Loew's and the difference is striking. Home Depot seems to be poorly organized, you cannot find pricing labels to help you figure out the price of an item, the floors and goods are far too often cluttered and dirty, inventory can be hit and miss, there doesn't seem to be enough people to help and it just looks cheap.
Go into a typical Loew's and it is a much better shopping experience. Loews presents it merchandise, especially higher end items with far better displays, they seem to be better organized, you can find things and the price labels for items, seem to have enough staff, they keep everything clean, especially the floor free of clutter and displays. Prices are not too much different, with each having certain items cheaper or more expensive than the other.
Home Depot needs to do a through review of all it's stores and do some of the things I suggested above. I also wish they both would put in those bar code readers so you do price checks as you can in many supermarkets, Wal-Mart, Target, K-Mart, etc.
 
ronglimeng
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RE: Home Depot Weakend By Poor Service

Thu Mar 08, 2007 10:53 pm

It is somewhat gratifying to see my personal experience with Home Depot mirrored in what others are saying here and in the referenced article .

When they came to our little city they raised the bar for the lumber and home improvement business. I really liked being able to select my own 2x4's rather than having crap lumber shoved at me back at the warehouse. The big inventory of home improvement items was really great too.

But lately that bar has sagged. After getting used to those American-style friendly greetings from every employee in the aisles, now it seems like I'm invisible. Placing mill work orders or getting carpeting is a struggle. More and more of the employees seem to be women and let's be honest - do they really have a background in home improvement like those middle-aged men they used to employ?

But Home Depot has caused other retailers (who survived) to pull up their socks. I go there if I need personal service.
 
TedTAce
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RE: Home Depot Weakend By Poor Service

Thu Mar 08, 2007 11:04 pm

Quoting N1120A (Thread starter):
Home Despot (not a typo)

I call it homeless depot. The stores are always so dirty it looks like the illegals use it as a shelter overnight.
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KevinL1011
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RE: Home Depot Weakend By Poor Service

Thu Mar 08, 2007 11:34 pm

Yeah...I hate the place too. It seems like whenever I go there with a list of 6 items for example, at least one item will be out of stock. You have to be real careful not to buy anything that looks like it may have been returned or opened because parts will surely be missing. They will put anything back on the shelf. My biggest peeve is mixed stock. If you need more than one item from a location or bin, you'd better check that you are getting what the location tag says and that they are all the same item. I've been burned on that many times. And good luck finding any help.

I have a commercial account with Dome Hepo (not a typo) and wanted to cancel it but my #20 worshiper / spouse put up a big fuss. She calls it the "Tony Store". I can't wait until Stewart leaves Gibbs racing so I can cancel the account.

I also dislike Costco for many of the same reasons.

And....never use their subcontractors to install anything! I think they recruit them at the methadone clinic.
474218, Carl, You will be missed.
 
AsstChiefMark
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 12:43 am

Why not drag one of the illegal laborers from the parking lot inside to help?

Mark Big grin
Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Damned MSP...Red tail...Red tail
 
TedTAce
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 12:50 am

Quoting KevinL1011 (Reply 7):
They will put anything back on the shelf.

I almost brought a shower unit that had a plastic hook glued to the side and it was way off center and crooked. It was on there so firmly I SURELY would have damaged the unit removing it.Thank gawd we were barely out the door when I realized it and had them take it back.
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desertjets
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 1:53 am

I don't think the lack of service at Home Depot is a surprise or news to anyone. Quality varies greatly from store to store, and from day to day. It really seems to depend on how good the managers are at running the store and if there is anybody knowledgeable working the floor that day.... if you can find them. And for what they pay you'd be hard pressed to hire anyone knowledgeable to work there.

My dad was in a Home Depot at Baseline and Priest in Tempe about 6 months back and had to use the bathroom. It was in a rather deplorable condition, but he needed to go. Anyways he managed to find a manager and asked them if there was another bathroom that he used. Apparently the manager claimed that the bathrooms were cleaned every night, but anyone who had actually seen what they looked like could tell that they haven't had a proper cleaning in sometime.


Either way Home Depot or Lowe's are OK (and I stress the ok part here) if you know what you're looking for. If you need service, and are lucky enough to have a locally owned Ace or True Value in town, then you need to go there.
Stop drop and roll will not save you in hell. --- seen on a church marque in rural Virginia
 
mham001
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 4:20 am

Lowes is like a breath of fresh air. Wider aisles, better lighting, some different stuff.
Home Depot really lost me when they put in self-checkouts and cut back on the cashiers. Sometimes there would be only one cashier and they wouldn't even be in stall accessable for long wood. Pathetic, I've had $500 in wood piled up ready to pay for and just walked out because they won't hire a cashier. Walked out in disgust the last three times.
 
Superfly
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 4:27 am

Home Depot has gone downhill.
They used to be open 24 hours, now they close at like 11:00PM.
They are totally under-staffed.
Bring back the Concorde
 
srbmod
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 4:29 am

Quoting N1120A (Thread starter):
I tend to agree with the substance as I and many I know have noticed a severe drop in the service levels at Home Despot (not a typo) in the past several years.

Part of the reason why nearly everyone I know goes to Lowe's instead of Home Depot even it if means driving right past the Home Depot to go to Lowe's.

Quite a few folks, especially here in Home Depot's hometown, think that once Arthur Blank and Bernie Marcus retired from the company, that's when the company went South. Management that has come in since then doesn't share the same vision as Arthur and Bernie. This weakness is what has allowed Lowe's to come into markets and take a significant amount of market share away from Home Depot. Atlanta is a great example of this, as back in the late-80s, Lowe's opened up stores in Atlanta and were out of the market just as fast as they entered. They retooled their store layouts to compete better with Home Depot (including making the stores less "manly" to attract the female demographic) and entered (and in some cases, reentered) markets better prepared to take on Home Depot. .
 
Venus6971
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 4:31 am

I am also not to fond of going into Lowes or Home Depot thank God we still have ACE Hardware stores in my neighborhood and find anything I need and alot better customer service. Especially if I need some limited amount of Hardware if I am doing a small job.
I would help you but it is not in the contract
 
Tom in NO
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 4:39 am

Quoting AsstChiefMark (Reply 8):
Why not drag one of the illegal laborers from the parking lot inside to help?

The fact that the local Home Depot here in Kenner has had to spend the last 18 months chasing illegals off their front parking lot every morning explains their drop in service levels  wink 

Tom at MSY
"The criminal ineptitude makes you furious"-Bruce Springsteen, after seeing firsthand the damage from Hurricane Katrina
 
AsstChiefMark
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 4:52 am

Quoting Venus6971 (Reply 14):
thank God we still have ACE Hardware stores in my neighborhood

Toilet tank guts at Ace: $16.99
Toilet tank guts at Menards: $5.99

Snow shovel at Ace: $24.96
Snow shovel at Home Depot: $12.97

I hate Ace Hardware for their price gouging.

Mark
Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Damned MSP...Red tail...Red tail
 
miamiair
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 4:55 am

Quoting AsstChiefMark (Reply 16):
price gouging.

It's just another convenience store. I dislike having to go search for someone to help me out with something, only to be told "...that's not my department. I'll find someone to come help you..."
Molon Labe - Proud member of SMASH
 
Tom in NO
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 4:56 am

Quoting AsstChiefMark (Reply 16):
I hate Ace Hardware for their price gouging.

Hey, at least they have the 'helpful hardware man'  wink   crazy 

Tom at MSY
"The criminal ineptitude makes you furious"-Bruce Springsteen, after seeing firsthand the damage from Hurricane Katrina
 
adh214
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 5:22 am

Gee....I go to Home Depot to buy things not to get service. If I want to learn something about product I go online. Frankly, I think there is a split going on in retail.

Commodity retailers - They sell things but provide little or no service. I think Home Depot, Wal Mart and Fry's fall into this category. I have no expectation that anyone in the store will be able to answer a question more complicated than "Do you have this in stock?" Frankly, if I don't see it on the shelf I may not even bother asking. As most manufacturers have web sites, all of the necessary product information is available online.

High Touch Retailers - They help customers and provide service. Consequently, there pricing is higher than Commodity retailers. I think Apple Retail Stores, Banana Republic, Restoration Hardware, and The Container Store fall into this category. I am willing to pay more for these items because they are higher quality and they have people to help me make a purchase decision.

So what does this mean for Home Depot? They will basically be relegated to selling simple low margin products where they compete only on price. Not an exciting market segment but Wal Mart has made a fortune in it.

Andrew
 
Gunships
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 6:59 am

Quoting Srbmod (Reply 13):
once Arthur Blank and Bernie Marcus retired

It all trickles down from the top. Arthur and Bernie grew the business from their garage and made it the giant it is today. There was a very personal interest in seeing The Home Depot succeed and maintain a customer-friendly reputation.

New management is concerned only with the bottom line. There is no personal investment, especially in this age of ridiculous "golden parachutes". Securing a hefty retirement package for themselves is priority one and piss on everything else.

I'd be really surprised if anyone was truly shocked by the decline in sales.
 
AsstChiefMark
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 7:54 am

Quoting Tom in NO (Reply 18):
Hey, at least they have the 'helpful hardware man'

"Bob, blowjob on aisle 4"
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mham001
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 8:00 am

Quoting AsstChiefMark (Reply 16):
Toilet tank guts at Ace: $16.99
Toilet tank guts at Menards: $5.99

Snow shovel at Ace: $24.96
Snow shovel at Home Depot: $12.97

I hate Ace Hardware for their price gouging.

Before you start comparing prices dolar for dollar, keep in mind that a lot of things HD carries are special made for their price margins. Toilets for example may look the same as those sold at other stores but are often not up to the same standards. Anyway, I have found that the Orchard Supply Hardware in California is pretty competitive and has people who know what they're doing.
Many of the power tools are HD-specials. Special made for them and will have internal plastic parts where the apparently identical tool in another store will have metal internals. My Bostich rep freely admits this. If you scutinize the model number, you will see a special letter designating it as a made-for-HD tool. The service center will just laugh when you bring it in for repair.
Like Walmart, HD makes significant demands on its suppliers. One of those is liberal return policies. When a tool is returned broken by an idiot customer, and the HD gnome just hands over the money without question, the manufacturer is required to eat the full cost as well as pay for return shipping. All this puts a lot of pressure on the manufacturer if they want their product on the shelves of the largest retailer in N America.
Now for wood. I have learned that I can call my local lumber yard and pay just a few pennies more to have the material DELIVERED next day and the wood will be better quality. Ha, lets see, call a man on the phone and wait for delivery or go load my own orange cart and stand in line?
 
N1120A
Topic Author
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 8:58 am

Quoting DesertJets (Reply 10):
I don't think the lack of service at Home Depot is a surprise or news to anyone.

Actually, the biggest reason for their previous success was their customer service record.

Quoting Srbmod (Reply 13):
Part of the reason why nearly everyone I know goes to Lowe's instead of Home Depot even it if means driving right past the Home Depot to go to Lowe's.

The article also notes that Lowe's has taken a hit, but not to the degree that Depot has.
Mangeons les French fries, mais surtout pratiquons avec fierte le French kiss
 
Charger
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 9:13 am

Quoting Zippyjet (Reply 1):
I mentioned that many Wal Marts in my area have gone ghetto and their service, store condition and inventories have hit the shits.

The local Walmart here went downhill. I stopped going because it was filthy, and the employees were worse than useless. I Stopped in today for one item and I was surprised. Brand new hardwood floors, all new merchandise being put out, high end items also. I have to go back and check it out.

Quoting Miamiair (Reply 3):
I recently changed several light fixtures at the hosue, I drove to Lowe's in Broward county (a 30mi ride

I always go to Lowes. Home Depot is useless. I rather drive the extra 20 miles to go to Lowes.
 
CaptOveur
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 4:07 pm

Quoting Zippyjet (Reply 1):
Wal Marts in my area have gone ghetto

You aren't alone. Only the new ones are safe here in San Antonio from the south of the border invasion. Moderators: A quick walk of the lot will reveal over 50% Mexican license plates on weekends, same with our better malls.

Quoting Zippyjet (Reply 1):
their service, store condition and inventories have hit the shits.

They all do. Try not to go to a Wally World that is older than a year. It isn't hard around here, new ones open all the time. Usually right across the street from old ones.

Quoting Ronglimeng (Reply 5):
More and more of the employees seem to be women and let's be honest - do they really have a background in home improvement like those middle-aged men they used to employ?

Sexism aside, you get what will work for the money. The middle aged men who knew what they were talking (electricians, plumbers, etc) about are currently working for more pay thanks to the housing boom. Give it a few more months, they will be back.

Quoting AsstChiefMark (Reply 8):
Why not drag one of the illegal laborers from the parking lot inside to help?

The ability to speak English is important in retail.

Quoting AsstChiefMark (Reply 16):
I hate Ace Hardware for their price gouging.

As do I.. That is why i suffer through Home Depot. Home Depot also has more stuff. I just don't buy tools there. Husky hand tools are utter crap, (Kobalt aren't much better) the friggin chrome started flaking off a wrench I bought there after just a couple months. I threw it away and bought a craftsman. (want to talk about a hardware store that took a dive, go to Sears)

Quoting Tom in NO (Reply 18):
Hey, at least they have the 'helpful hardware man

You mean the crusty old fart that won't help you if you are under 50? Screw him and his store. Hopefully he goes out of business soon.
Things were better when it was two guys in a dorm room.
 
gunsontheroof
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 4:31 pm

As your resident a.net Home Depot associate, allow me to shed some light on this...

What this article says about short-staffing couldn't be more correct. Even on busy weekend days, there is seldom more than a single associate covering any given department...maybe two tops. Even if said associate is exceptionally knowledgeable in their department (fortunately, this is generally the case at my store), it can be extremely difficult for customers to get the help they need when the department associate they need is going back and forth between helping other customers and their non-customer service obligations (stocking shelves, investigating returns, etc.) I can't even begin to count the number of times I haven't been able to get a customer the help they need in a particular department because the associate I called was already juggling three or four other tasks (being a part-time cashier, I'm generally not the guy to ask) The customer experience at checkout isn't much better. Corporate is pretty emphatic about pushing self-checkout, and it's not unusual for customers to come in during the morning or evening and find only self-checkout and a contractor register open for service. I find that most customers aren't particularly sold on self-check, and while it is faster for smaller orders (as well as customers who take the time to learn how it works instead of just yelling at it), it isn't always the most convenient option.

The Home Depot has become just like any other corporation out there; in order to maximize profits and shareholder earnings, they look for ways to cut costs. Unfortunately, labor is one of the things that gets cut. Hopefully the new corporate management understands that cutting labor (and consequently, the level of expertise available to customers at any given time) has had an adverse affect on the company's reputation. I don't do a lot of home improvement work myself, but I see folks come in to the store three or four times a day when I work on the weekends, and I can only imagine that it's a just a bit frustrating to have to hunt for help in the store when they're trying to get their work at home done.

Fill out your online customer satisfaction surveys (web address on receipts) and let your dissatisfaction with the available level (or quality) of service be known. Believe it or not, we do read that stuff.
 
VonRichtofen
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RE: Home Depot Weakend By Poor Service

Fri Mar 09, 2007 5:35 pm

Try living in a city with such a desperate labour shortage that this kind of scenario is playing out in pretty much every business in the city. Even the McDonalds down the street has to close its drive-thru because there's no staff to work it. Calgary is falling apart....


Kris
 
lincoln
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RE: Home Depot Weakend By Poor Service

Sun Mar 11, 2007 9:10 am

Quoting Adh214 (Reply 19):
Fry's fall into this category. I have no expectation that anyone in the store will be able to answer a question more complicated than "Do you have this in stock?"

Pray tell, how did you ever get anyone from Fry's to answer that question? I think the one time I found an English speaker and tried asking if they had X in stock the response was "How the f--- am I suposed to know?" (Though Fry's and In-N-Out are the two -- and only two -- things I miss from Sothern California).

The thing that irritates me about Home Depot is that there is never anyone working there who you can pose such questions to (or what I need most of the time "Can you cut me 20 feet of 14 gauge solid THHN in red, black, and white?") so I end up wandering the store before I find someone in plumbing or the nursery or whatever.

Back in high school one of my teachers had the strategy of pretending to shoplift -- conspicuously putting items in your pockets, jacket whatver -- to get someone's attention (at least in California, it's not actually illegal until you leave the store without attempting to pay) -- but I've never had the guts to try it myself.

Lincoln
CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
 
ThePalauan
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RE: Home Depot Weakend By Poor Service

Sun Mar 11, 2007 9:36 am

After reading this thread, I'm kinda chuckling since they're currently building a Home Depot here on Guam. It's going to be about 30 seconds from the airport by car. If it's that bad in the mainland as some here have mentioned, it makes me wonder how it's gonna be like when they finally open their doors here. I guess I'll have to wait and see for myself.
You can take the boy out of the island, but not the island out of the boy!
 
AsstChiefMark
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RE: Home Depot Weakend By Poor Service

Sun Mar 11, 2007 9:43 am

Quoting ThePalauan (Reply 29):
they're currently building a Home Depot here on Guam

What's a 2x4 going to cost? $15.97?

The added expensive for shipping has to be a budget-killer.

Mark
Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Damned MSP...Red tail...Red tail
 
ThePalauan
Posts: 158
Joined: Thu Oct 12, 2006 9:56 pm

RE: Home Depot Weakend By Poor Service

Sun Mar 11, 2007 9:55 am

Quoting AsstChiefMark (Reply 30):
The added expensive for shipping has to be a budget-killer.

If anything, I suppose we could just import Philippine mahogany. Hmm... I'll try to do a price comparison of 2x4 at a local hardware store.

BTW, just another minute down from where Home Depot is going to stand is a hardware store. They've been around for quite some time and HD might turn out to be like K-Mart and drive it out of business. I guess that's just how competition goes...
You can take the boy out of the island, but not the island out of the boy!
 
AsstChiefMark
Posts: 10465
Joined: Thu Feb 05, 2004 2:14 pm

RE: Home Depot Weakend By Poor Service

Sun Mar 11, 2007 9:58 am

Quoting ThePalauan (Reply 31):
I'll try to do a price comparison of 2x4

IIRC, we pay $2 for an eight-foot 2x4.
Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Damned MSP...Red tail...Red tail
 
EWRCabincrew
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RE: Home Depot Weakend By Poor Service

Sun Mar 11, 2007 11:19 am

I go to HD in a pinch, not the service. Their customer service is crap at best. They have people in orange aprons, but never available when you need them.

The best thing about the fact they have crappy service is I have a choice to go elsewhere. And I do.
You can't cure stupid
 
zippyjet
Posts: 5077
Joined: Tue Sep 04, 2001 3:32 pm

RE: Home Depot Weakend By Poor Service

Sun Mar 11, 2007 12:51 pm

Hopefully, Home Depot won't go the way of a now defunct home improvement chain in the Maryland area. Anyone in DC or MD remember Hechingers? They were the "in/it" hardware emporium in the Jimi Carter and Reagan eras. But, alas, they hiked their prices and went "ghetto." They knew more about rap music then ratchets! A new up and comer that featured staff who knew their trades, tools came along came Home Depot. Back then Home Depot compared to Hechingers was like comparing a Four Seasons Hotel to a Motel 6. Fortunatly, both the Lowes and Home Depots in my area are good to very good. However, it is interesting that H.D cut their staff even after those incidents of customers getting clunked by falling inventory from the high up shelves/pallets.
I'm Zippyjet & I approve of this message!
 
ShakeZulaNJ
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RE: Home Depot Weakend By Poor Service

Mon Mar 12, 2007 6:05 am

This is the general direction of retail I think. When I worked for Gap, working in the store was another circle of Dante's hell. The company was trying to squeeze every penny out of the employee's. My managers were assholes, and all they cared about was looking good for the DM. This in turn killed our moral and customer service took a hit as well. No incentives for doing anything right, and all punishment for making one false step.

You can penny pinch all you want, but if you don't support the base of your company, the field level employees, then you are screwed.
It's not bird strike, it's engine suck...
 
MaverickM11
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RE: Home Depot Weakend By Poor Service

Wed Mar 14, 2007 10:58 pm

Columnist Attacks
Home Depot's Service
By ANN ZIMMERMAN
March 13, 2007 8:36 p.m.

A syndicated business column on MSN.com's finance site criticizing Home Depot Inc.'s customer service hit such a nerve with readers it prompted the largest number of reader responses in the site's history.

It also prompted Home Depot Chief Executive Frank Blake to post a heartfelt apology to customers on the site this afternoon. "There's no way I can express how sorry I am for all of the stories you shared," Mr. Blake wrote in his post on the MSN message board. "I recognize that many of you were loyal and dedicated shoppers of The Home Depot … and we let you down. That's unacceptable."

http://online.wsj.com/article/SB1173...06.html?mod=us_business_whats_news
E pur si muove -Galileo
 
mspguy
Posts: 183
Joined: Fri Aug 04, 2006 11:49 pm

RE: Home Depot Weakend By Poor Service

Thu Mar 15, 2007 3:53 am

Bring the wife and walk away from her. She'll have an associate wanting to help her in no time. Works every time for me. It's sad really, if I go alone I can walk all a round and not see one. When she comes and i leave her alone they come out of the wood work to help her.
If it ain't broke, DON'T touch it!!!!
 
TedTAce
Posts: 9098
Joined: Sun Mar 27, 2005 12:31 am

RE: Home Depot Weakend By Poor Service

Thu Mar 15, 2007 10:40 pm

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ThePalauan
Posts: 158
Joined: Thu Oct 12, 2006 9:56 pm

RE: Home Depot Weakend By Poor Service

Fri Mar 16, 2007 8:27 am

Quoting AsstChiefMark (Reply 32):
IIRC, we pay $2 for an eight-foot 2x4.



Quoting AsstChiefMark (Reply 30):
What's a 2x4 going to cost? $15.97?

Took me a while but I found out that a 2x4 at one of the lumber stores here is $10.20 for a 20ft. piece. It's still pretty expensive compared to what you're paying. That's usually why even a $90,000 home here is small. Most of the materials to make the damn thing cost so much. Oh well...
You can take the boy out of the island, but not the island out of the boy!
 
kevi747
Posts: 991
Joined: Sat Apr 14, 2001 5:59 pm

RE: Home Depot Weakend By Poor Service

Fri Mar 16, 2007 4:27 pm

Quoting ShakeZulaNJ (Reply 35):
This is the general direction of retail I think. When I worked for Gap, working in the store was another circle of Dante's hell. The company was trying to squeeze every penny out of the employee's. My managers were assholes, and all they cared about was looking good for the DM. This in turn killed our moral and customer service took a hit as well. No incentives for doing anything right, and all punishment for making one false step.

I also worked at the Gap for a while during college. I HATED that job with a passion!!! The managers were all these punk-ass 20-somethings who let the "power" of running the store inflate their heads. Nothing was ever good enough. They would follow us around, watch everything we did, and tell us how we had done it all wrong. It really sucked because a lot of us were really trying to be good employees. But you could be the most text-book sales associate and never hear a word of positive feedback. It was always: "You smiled at that woman, but it didn't seem sincere enough." "You should have suggested that she buy the socks too." Then they hired this one manager who felt it was OK to roll her eyes and call us "stupid" and "retarded" if we displeased her. There was also the subtly racist manager who would have me trail ANY black girl who came into the store to shop. She never said it was because they were black, but after about the third "Go follow her, she's going to steal something!" I began to notice a pattern. All this while paying $4.25/hour. Plus, their clothes are total crap!!  mad 

Quoting MSPGUY (Reply 37):
Bring the wife and walk away from her. She'll have an associate wanting to help her in no time. Works every time for me. It's sad really, if I go alone I can walk all a round and not see one. When she comes and i leave her alone they come out of the wood work to help her.

That's kind of sweet!
"Reality has a well-known liberal bias." --Stephen Colbert
 
melpax
Posts: 1727
Joined: Mon Apr 25, 2005 12:13 am

RE: Home Depot Weakend By Poor Service

Fri Mar 16, 2007 7:35 pm

We have a hardware chain here called Bunnings Warehouse, which is modelled on Home Depot, very much the same format. Most of the staff are now 18-19 year old uni(college) students - all the qualified tradespeople they used to have seemed to have left to make big money in the construction boom here, or have gone to the mines (huge money). I did hear at one stage that they were poaching store managers from the big supermarket chains to run their stores, offering them anything up to $1400000 (Australian dollars) per year. A friend's family owned several independant hardware stores here in Melbourne, they would lose a lot of customers to Bunnings, but they would soon come back when they got sick of the crap service.....
Essendon - Whatever it takes......

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