Wow. Add this to the reasons I DON’T shop at Home Depot. Normally I don’t shop there because A. the people that work there never know how to help me, and B. even if they did know how, I can never get one of them to do so. But this takes the case.
Over at On Message from Wagner Communications, John Wagner details this experience with a Home Depot manager:
We selected close to $700 worth of merchandise. While checking out, my wife asked if we could have the “12 months no payments, no interest” promotion.
The checker said she didn’t know anything about that … she asked someone else nearby and that employee didn’t know anything, either.
My wife said she knew she had seen a sign somewhere about the promotion, but since it was late and I was tired, I told her to forget about it.
As we were walking out, my wife turned back to the store and there, in huge orange letters painted on the front, was the sign: “12 months no payments, no interest.”
So she went back in to ask once again for the special financing. Because I was carrying a giant rug, I sat down on a bench just outside the automatic doors in the front of the store.
A few minutes later, an employee came out angrily complaining about a “stupid c—” … I watched him as he looked for the sign on the front of the store. He cursed again and went back inside.
It took a moment to sink in, but I realized after he had left that he was calling my wife that name … and I went inside and confronted him about it.
He said, “Tell me what I said.”
I said, “That’s not a word I would ever use.”
He replied, “Well, if you can’t tell me what I said, then I didn’t say it.”
Finally, we asked to see the manager, and he said he WAS the manager! Amazing.
Now THAT is some customer service!
And from the related post at Consumerist:
This particular manager’s name is “Fred,” and works at Home Depot in Missouri City, TX. Fred obviously thought he was alone, and had no idea the woman’s husband was sitting there. Whoops. You’d think Fred could have at least apologized, right? Instead, Fred ran away into the back. John and his wife “told the customer service lady to credit us for the merchandise, as we didn’t want it anymore. She did, and we left.” From now on they’ll be shopping at Lowe’s. If you have an experience like John’s here’s what you can do:
Call: Home Depot Atlanta Store Support Center at 770-433-8211, and ask for “Big Bob.” That’s Robert L. Nardelli, the CEO