Rob, I feel your pain. I am a firm believer in customer service. Yes, I can understand that a-rule's-a-rule, but what happened to you was really not good customer service. This is the sort of thing that leads to the "buy another one and use the receipt to return the defective one then return the second one for store credit" scam that we saw in an earlier post.
My biggest frustration at HD is the lack of knowledge -- knowledge about product, knowledge about application, knowledge about customer service.
In this case they didn't even give you correct information about the policy. Did you take it up with the store manager or head office? You might be more apt to get some 'discretionary judgement' at that level, even if it does take up some of your valuable time.
And thanks for this lesson. I'll never make another purchase and let it sit around in a box.
No excuse, certainly - but a possible (maybe even *probable*) explanation: that wasn't a new tool. Somebody *else* already used it and returned it, and the guys at the HD return desk just packed it up and put it back on the shelf. Wouldn't be the first time that's happened...
-- Regards, Doug Miller (alphageek at milmac dot com)
Nobody ever left footprints in the sands of time by sitting on his butt. And who wants to leave buttprints in the sands of time?
I rant because I don't hold on to vinegar... I vent. Vinegar free here.
*G*
It's very hard to become known 'personally' when staff turns over at the rate theirs does. This must be their 10th 'manager' since they opened 3 years ago. You see, I haven't had time to be 'hardened' by the onslaught of the BBB's (Big Box Bastards)
LOL... ONE piece of B&D..seriously... I bought that particular sander because it has a tiny front roller and I thought that for the occasional time I need to sand out a stubborn blemish from the inside corner of a solid surface countertop that it would do the job. (BTW, did I tell you I fabricate solid surface?). I bought the frickin' thing because of a feature, NOT because I thought B&D makes wonderful tools. I have tainted myself..smudge marks all over my reputation as a quality tool buyer... I'm sorry I touched it..but I had a need...the rest of it is all a blank...dunno WHAT happened....hell, I feel like the guy who drove the baby-sitter home and shouldn't have done what he did... Buy ONE piece of B&D! The guilt! =o] Will my Lamello, Feins, Festools, Milwaukees EVER let me touch them again??
[sipperectomies continue]
So true. After I had to give up my nightly brandy(ies) with my dad because my doctor put me on Naprosin for my OA, total sobriety ensued.
I'll get my satisfaction soon enough..and you're right...a cheap lesson for me, but not for them. And it's knowing that they couldn't care less...THAT is the part that irks me the most.
Out with the bad air...in with the good.
You're welcome, sir. I'm glad you got something positive out of it as well.
I don't mind the despot. As others have mentioned they are great for nails and cable and quickie supplies etc.
I don't buy power tools from them.
I had forgotten to include an air compressor on a recent order when purchasing tools for a bunch of construction I have to do around here. I headed down to the despot to pick one up figuring it's just an air compressor. Looked at what they had and picked one that was a bit bigger than I wanted but was the closest fit. They had the display model, bolted to a turntable type thing. They had one completely in the open, no box at all. They had one in an open box. I asked one of the clerks to confirm that the one in the open box had everything that came with it. (Getting that clerk took about 10 minutes) His reply: How should I know? He also made a comment (somewhat under his breath) that this is the way that large retail hardware/lumber outlets operate.
I thanked him and left.
One the flip side of the despot I recently ordered a bunch of kitchen cabinets from them. I had substantially done the design but the kitchen design consultant that I worked with there was as good as anyone I've ever worked with. Knew her software, knew her cabinetry, was a pleasure to work with. Same thing goes for the guy I ordered some doors from.
And as one more flip side I recently needed a spade wrench. They have these behind locked bars. The plumbing guy was helping out an older lady trying to replumb her sink or something. It probably would have been quicker if he had just gone to her house and done the job. I'm standing there waiting for a point where I can politely break in... and waiting.. and waiting... Finally I just interrupted and said look.. I need a tool that's locked up.. can you just take 15 seconds and get it for me. Yeah.. he can do that. He walks over to the disply.. gives the bars a tug and slips his hand up underneath and grabs the wrench. Sneering at me while he's doing it... as if I'm too much on an idiot to figure out how to defeat their anti-theft display. Somehow I think that if that same clerk had caught me doing that I'd of been asked wtf I was doing.
So, like most places it has it's good points and it's bad points, and the people involved have a lot to do with making them one way or another.
But would it be too much to expect that the employee assigned to a particular department know something about the merchandise in that department? As someone said before, "It ain't rocket science". I think it's more of a "don't give a damn" attitude.
Actually, what appears as a significant amount of money from your perspective is probably totally insignificant when looking at their total volume...I ran into that opinion (and on occasion hold it myself when not thinking of the big picture) when working w/ vendors in previous life. Even significant expenditures can and do pale when compared to actual sales volume of large retailers/vendors.
I recall once years ago going into a car dealership w/ which I had dealt for some time at a model year end thinking it would be reasonable to expect them to want to move old models. When I asked a member of the family who owned the dealership something on the order of "Have anything you need to get rid of quickly?" his answer was "Yeah, of 'em!". Great lesson!!!
On Wed, 11 May 2005 10:09:26 -0400, the inscrutable Robatoy spake:
Meanwhile, 437 lines of rant later..."Oh, no, I don't hold on to things." Uh, huh.
You're still learning. This is a good thing. I aspire to learn something new every day. (Every once in awhile it works.)
Hey, I still have (and occasionally use) my 30+ y/o B&D tools. They did the job they were purchased for and [insert Energizer theme here.] With the exception of Crapsman, a tool's a tool. It's how you use it that counts. (Verify that with your wife and mistresses.)
BTW, send pictures of the problems you have with solid counters. I need something for which I can invent a solution.
Oh, man. I'll bet you regret that choice. I've gone with the baby sitter option instead of a silly tool. OK, with that out of the way, did you ever wonder why the bottom-of-the-line tool was the only one who had that particular feature? Hmm, did the marketeers see you coming, or what? ;)
I used Naprosyn after sliding off a sandal onto a rock once. I had been unable to walk due to the pain, but 20 minutes after the first Naprosyn, I was up and moving again. Excellent stuff for bone pain.
800mg of Motrin 4x/day hadn't TOUCHED it.
Good going on the sobriety. I have a Blue Bunny low-carb yogurt for my bedtime snack, taken with a capsule of acidophilus. Yum!
That's the way 95% of businesses now do their business. In return, I patronize them only when they're the cheapest or only game in town.
Oh, very good! Holding one's breath until one turns blue does absolutely no good with these types.
============================================================ Help Save the Endangered Plumb Bobs From Becoming Extinct!
I called and was put through to the 'day-duty-part-time-associate-assistant-manager'.
I pointed out to him that their website clearly stated a 90-day return. He checked and agreed. He asked, rather sheepishly, if I would be willing to accept an in-store credit. I agreed.
What the hell, Larry Jaques is right, not worth getting all tied up in a knot about it.
Two wrongs don't make a right... but three lefts do.
Too bad you didn't shop at Rona. Bambam reported that you can purchase expensive purchase tools there, thow away the carton they come in, use the tool for a day or two, and still get a full refund. (see "A Borg story with a happy ending") Of course "it helps .. to.. know the guys in Tools".
Yes, I have experienced buying someone else's returns. I expect brand new sealed in the box when I buy at full price. If I have a return, it goes back pristine, with everything the way I found it. If I return a defective item, I write with a felt marker the words "defective" right on the side of the item, so that they cannot sell it to someone else, or back to me.
That's not quite what I reported. You and a few others who have trouble with reading comprehension have twisted it (exaggerated the useage, focussed unduly on knowing the people" -- enough to turn a light story dark.
That said, you are right that there is a sharp contrast between Robatoy's experience with Home Depot and mine with Rona.
About five years ago, I approached Home Depot's Contractor's Desk and asked what the much advertised "ASK ABOUT OUR CONTRACTOR'S SPECIAL PRIVILEGES." offered contractors. "Retail prices plus next day delivery."
I don't know what their return or adjustment policies are, I don't know whether or not they are reasonable or knowledgeable. I do know they don't want my business -- their market is retail consumers, DIY's without much knowledge.
I am not Rona's prime market either -- but they will offer modest discounts on everything but raw lumber and tools... and they are knowledgeable.
Last year, I spent $160 at HD (four lock boxes). I spent just over $15,000 at Rona.
My suggestion to Robatoy is to move on -- he's spending hundreds in time on a fifty dollar deal.
My suggestion to those who feel that Rona giving me (and presumeably others) a break must mean a higher cost to you is that you give your heads a shake.
No, garbage is not OK. It may have been just fine at the factory and been damaged in transit or droipped in the store. I don't know and neither does anyone else. Could have been rough seas on the way from China.
as HD just can't have people at the bottom end interpreting policy. It could make one hell of a mess. I think tose rules are pretty much roles, not just guidlines.
That is why I'd probably hire you as my contractor. When your company reaches $100 million in sales, you'll have to rely more on the written policy and interpretation of that policy by your underlings. I hope you can still maintain the level of service.
you bought a piece of crap, didn't use it for 3 months and now you expect Hd to take it back. I think you need a dose of reality buddy. rules are rules for a reason. why should they bend them for you
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