Is Home Depot shafting shoppers? "Home Depot is a consistent abuser of its customers' time."

Discussion in 'Building Construction' started by Stephen Blackpool, Mar 9, 2007.

  1. Stephen Blackpool

    Malcolm Hoar Guest

    Heh. Well some people do expect a free consultation with
    half a dozen different professionals -- architect, plumber,
    electrician, tiler etc.

    I don't expect that from HD or Lowes but I do get mightily
    pissed when I can't find anyone in the store who can tell
    me where they've hidden the XYZ widgets. And if I have to
    wait 15 mins in line at the checkout.

    | Malcolm Hoar "The more I practice, the luckier I get". |
    | Gary Player. |
    | Shpx gur PQN. |
    Malcolm Hoar, Mar 11, 2007
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  2. Dumb questions? How about a young person who needs to know how to hang a
    painting on a masonry wall, and nobody at HD has a clue? These are basic
    things their employees should know. What's the customer supposed to do? Hire
    a mason to answer his/her question about the appropriate hardware?
    JoeSpareBedroom, Mar 11, 2007
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  3. Stephen Blackpool

    Deke Guest

    Absolutely NOT.

    Hire a minimum wage high school drop out and then take the money
    saved and increase the shareholder dividends.

    The young person with the question needs to go the local hardware
    store and pay for the answers to his questions.

    There ain't no free lunch and we are a capitalist country so don't
    begrudge our stores a profit.
    Deke, Mar 12, 2007
  4. Stephen Blackpool

    Deke Guest

    Great advice. I broke off a prong yesterday in fact.
    Deke, Mar 12, 2007
  5. Stephen Blackpool

    Goedjn Guest

    Buy the time-life book over toward the checkout?
    Goedjn, Mar 12, 2007
  6. Stephen Blackpool

    user Guest

    Excuse me? Read my headers, asshole
    user, Mar 13, 2007
  7. Stephen Blackpool

    Art Guest

    Hah, The interior doorknobs and registers I bought from Lowes a little
    over 3 years ago are losing their brass(?) plating. The chrome light
    fixture I got at the same time is rusting.

    I'm not saying HD's stuff is any better, on the contrary, I've learned
    to avoid the big box stores when I need "nice looking" stuff now.
    Art, Mar 13, 2007
  8. Bob Nardelli's inaugural initiative five years ago was to do just
    that. Within few months we lost our top tier floor associates.....
    these were well paid folks with the best product knowledge.... we were
    awash in part-timers/short-timers just as the biggest housing boom in
    U.S. history was hitting the fan, and our stock performed
    appropriately by tanking. That was a massive mistake.

    Home Depot DID NOT take care of it's shareholders any better than it
    took care of it's loyal customers or loyal associates.

    Six months from now I hope you all see big changes. We got a new boss
    and he ain't like the old boss.
    Stephen Blackpool, Mar 13, 2007
  9. Stephen Blackpool

    Deke Guest

    I'm sure that there is some happy medium that would maximize profit
    and long term growth. In other words, keep a few- but not too many.

    Good luck with your new boss.

    Hint: For all big box stores, Kiosk? with location info need to be
    installed for the idiot customers who are too lazy to look around for
    their gadgets.
    Deke, Mar 13, 2007
  10. Stephen Blackpool

    DAC Guest

    I didn't know paint cans had stress...who's going to pay for the
    therapy? Oh man....just another thing....
    DAC, Mar 13, 2007
  11. ......where the handful of screws will be so close in price to HD's that the
    young person won't even notice. And the project will be done in 1/2 hour,
    the right way, the first time.
    JoeSpareBedroom, Mar 13, 2007
  12. The man's got class.

    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.

    I'd like to thank Scott - his column about our company was insightful
    and revealing. You can easily tell that it struck a nerve with me.
    Scott, we'll do all in our power to again make The Home Depot the
    store you and your wife, Carolyn, once referred to as "our store." I'd
    also like to give my thanks to the many people who posted comments on
    this board. We want them. We need them ... to enable us to keep
    getting better. We're committed to being the company that helped set
    the standard for customer service excellence in home improvement.
    Please continue to hold us accountable.

    Finally, message boards of this type do not allow us to respond
    directly to each poster, so please give us the chance to fix the many
    issues discussed on this board by writing to
    . You have my personal assurance that every
    effort will be made to address your concerns.

    The Home Depot was built on great customer service, and we will
    rebuild on that tradition - just give us the chance!
    Stephen Blackpool, Mar 16, 2007
  13. Stephen Blackpool

    Steve B Guest

    Huh? Saying, "I'm sorry you got screwed, but things are different now!
    From now on, we will use condoms and KY Jelly!"

    They blew it big time, and I hope they go down the tube.

    I need stuff, and tomorrow, I'm going to Lowe's. Now I don't even consider
    Home Depot. Hell, Ace is better than Home Depot, and Ace is getting bad,

    Steve B, Mar 16, 2007
  14. Stephen Blackpool

    Deke Guest

    Hey Frank.

    Stop by for a beer sometime.

    I was suggesting that a kiosk(sp?) be installed in every store that
    lists the parts and where or what aisle and section the part is

    You should be able to do it once and be essentially the same for
    every store for 95% of the parts.

    And if it works, you could sell a little advertising space on it to
    pay for it.

    Deke, Mar 16, 2007
  15. Stephen Blackpool

    Lou Guest

    Mr Blake might want to try listening to his employees - and not just
    managers. My son worked in a HD in NJ years ago. He and all the
    regulars saw what was going on and predict the decline. Many also left
    for Lowes. Perhaps giving every employee a book or two - Like Good to
    Great might help.

    Lou, Mar 16, 2007
  16. Stephen Blackpool

    jtpryan Guest

    Wow, you still get the phone book? ;+}

    If I caught my kid looking in that waste of tree's I would be

    Google it.

    jtpryan, Mar 16, 2007

  17. Maybe, but you'll probably not see some excellent locally owned stores in
    your google search. Or, they'll be buried in the middle of 418,000 hits.
    JoeSpareBedroom, Mar 16, 2007
  18. Stephen Blackpool

    jtpryan Guest

    Yeah, but around here (New Hampshire), I have yet to see a True Value
    or other like hardware store go under. When I dtalk to the owner's
    they say HD and Loews address a different market.

    I only go to the big ones on Sunday for wood. No where else to get

    jtpryan, Mar 16, 2007
  19. Stephen Blackpool

    Just Joshin Guest


    What scares me, as a trades person, why would you put your liablity on
    the line giving out professional advice to a DIY'er?

    When I hear a home owner did what an orange aproned person told them,
    I immediatly want to see it. I've found wronge breakers, outlets with
    no grounds, etc. What if someone died? Would HD take the rap?

    tom @
    Just Joshin, Mar 17, 2007
  20. Stephen Blackpool

    Lou Guest

    The advice is almost always verbal so the giver of advice can say the
    taker did not remember correctly.

    Lou, Mar 17, 2007
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