Digital Marketing and Social Media Strategy

Hardware horror stories. Home Depot, Lowes or your ma and pa?

I’m going to go ahead and accept the fact that I am now a suburban dad, I never thought I’d see the day. The first year or so of parenting began in downtown Toronto, but we are now in the “burbs” just outside of Nashville. A big part of having to live in suburbia is swallowing my pride and shopping at big chain stores. I have always supported ma and pa shops, so it pains me to have to deal with the cookie cutters.

Today I was annoyed with Home Depot. I typically shop at Lowes, we have both stores near us, but I tend to find Lowes a better experience altogether. For a Saturday afternoon I have to say that Home Depot was pretty quiet, perhaps the locals are starting to agree with my thinking on Lowes. I had no choice but to go to Home Depot, because I was there to return an item. The return was pretty quick and painless, but the rest of the story isn’t.

Sam and I had to stop and ask an employee where an item was. He stopped talking with his colleague and pointed us in the right direction. At Lowes he would have walked me over to the shelf to be sure I found what I was looking for. I’m not that desperate yet, so I didn’t think much of it. When I found the item and was finally checking out at the cashier I noted her incorrect price. The item was a pair of gardening gloves (see the first sentence of this post before you judge me). The price on the shelf was $5.99, but she charged me $9.99. I corrected her, but she had already charged my card. She asked if I was sure, so Sam and I walked back to the aisle to double check the price. I was right.

The cashier didn’t go and check the shelf, she couldn’t be bothered. I didn’t care about this, because it’s Home Depot who loses money if I’m lying not me. What really annoyed me was that she would not refund the money to me, she directed me back to customer service where I had to wait in line. The refund woman had to find a manager to okay my refund. All of this without an apology for the inconvenience. I’m going to stick with Lowes from now on. Home Depot had their chance to gain a new customer and they lost.

Do you have any hardware horror stories? Who do you prefer: Home Depot, Lowes, ma and pa? I’d love to hear.

[tags]Home Depot, Lowes, hardware stores[/tags]

Dave

http://www.davemadethat.com

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  • Dude, Lowes is always better than HD. I’ve had so many issues with HD, and wrong prices occur about 1 of 3 times I go in there. They alwyas have stuff in the wrong place on the shelf, and I’ve hauled huge items to the cashier only to find out they cost $100 more than I thought. They never offer me an apology.

  • Dude, Lowes is always better than HD. I’ve had so many issues with HD, and wrong prices occur about 1 of 3 times I go in there. They alwyas have stuff in the wrong place on the shelf, and I’ve hauled huge items to the cashier only to find out they cost $100 more than I thought. They never offer me an apology.

  • admin

    Thanks Marcus. Geesh, sounds like they really need to get their act together eh? If I shopped at a big hardware store in Toronto it would normally end up being Rona.

    Canadian Tire is a Canadian hardware institution too. While I hold a place for it in my heart (bringing me back great memories of childhood), the customer service sucks now.

    Cheers,
    Dave

  • admin

    Thanks Marcus. Geesh, sounds like they really need to get their act together eh? If I shopped at a big hardware store in Toronto it would normally end up being Rona.

    Canadian Tire is a Canadian hardware institution too. While I hold a place for it in my heart (bringing me back great memories of childhood), the customer service sucks now.

    Cheers,
    Dave

  • Cara

    That item would have been free in Canada, Dave!

    Is there no Scanner Code of Practice in the US?

    http://www.retailcouncil.org/advocacy/cp/issues/scanner_acc/print/scanner_accuracy02_eng.asp

    I watch things like a hawk when I’m at the check-out and get free things all the time!

  • Cara

    That item would have been free in Canada, Dave!

    Is there no Scanner Code of Practice in the US?

    http://www.retailcouncil.org/advocacy/cp/issues/scanner_acc/print/scanner_accuracy02_eng.asp

    I watch things like a hawk when I’m at the check-out and get free things all the time!

  • Wow Cara, thanks for the link. Looks like companies can take note from the kids up north. To be honest, with the amount of senseless law suits here I’m surprised that incorrect pricing isn’t more of an issue.

    Thanks for the comment.
    Cheers,
    Dave

  • Wow Cara, thanks for the link. Looks like companies can take note from the kids up north. To be honest, with the amount of senseless law suits here I’m surprised that incorrect pricing isn’t more of an issue.

    Thanks for the comment.
    Cheers,
    Dave

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