Home Depot Terrible CS
Had a terrible experience @ Home Depot lastnight. Rather then repost everything, I just copy/paste the story/complaint I emailed Home Depot Canada & US.
Just wanted to share my experience with the Home Depot - Guelph Ontario location.
My girlfriend and I went into the store on Friday night around 9pm. When we went in, right infront of the doors and cs area were some kids rocking horses on display/shelves. They were marked down 1/2 off for $25. Great deal! that's exactly what my gf wanted for her friends child for xmas. We decided to wait and do some other xmas shopping instore rather then carry it around.
We picked up a $75 tool box and some other items for our last minute xmas shopping. We went back to the rocking horses. There was one pink one left that my girlfriend wanted. So before bringing it to the checkout we/I removed the plastic ribbon sticking out of the bottom to test to make sure it works before getting it home and wrapping it. Sure enough, it didn't work. We set that aside and picked out another color. I once again removed the ribbon to verify it was in working order. The customer service rep started yelling at us from the behind the counter. Don't pull them out!! Your ruining it for other customers! Has I started to explain we were checking to make sure it worked, she came rushing over from the counter continually yelling at us that I am ruining it for everyone else. We tried remaining composed considering her loud obnoxious aggressive tone which was very difficult. Once again I tried explaining to her, we want to make sure we have a working unit before giving it has a gift. I showed her that the pink one that we were going to purchase did in fact not work after removing the battery tab. She then accused me of possibly breaking it! She would not let up and continued belittling us and went back behind the cs desk with another co-worker. My girlfriend tried telling her that she herself works in customer service and in no-way should she be yelling at us infront of customers let alone yelling at us period. As well has talking down to us and accusing us of breaking an item. The other CS working piped up and said to us there is a reason they are marked at half price. I said, so they are marked down to half off because they may not work? She replied yes, that's usually the case when items are discounted to half price. If this in fact the case, maybe there should be a sign posted "as Is" or buyer beware. They then said they could call a manager down if we would like. Of course we should have a manager come down, shouldn't of that been the case to begin with?? So your Guelph store manager came down to talk to us. Right away your CS employee started frantically telling the manager her side. I started to intervene to tell him what had happened. She once again obnoxiously said to me "Excuse me, I am talking right now!" I look at the manager and he told her to maybe take a walk to cool off. He started talking to us and has I started to explain the situation, once again she cut into the conversation to argue. Once again the manager told her to quiet down etc.
He was polite and agreed with things and asked if there is anything else he could help us with. ?? I'm not sure how exactly he helped to begin with, other then being polite, listening to what had happened.
I have never had such a bad experience from a store/business before in my life. Being belittled, bullied and accused of breaking an item. I would have dropped everything and left the store I was so angry and upset. If it wasn't the few days so close to Christmas I would have left everything there and not to be returned.
I really hope for your companies sake, that this isn't the norm and this is a specific store issue. I highly suggest you take more care and time training and recruiting experienced Customer Service Reps and make sure they are trained in dealing with and communicating with customers in a professional way.
Just wanted to share my experience with the Home Depot - Guelph Ontario location.
My girlfriend and I went into the store on Friday night around 9pm. When we went in, right infront of the doors and cs area were some kids rocking horses on display/shelves. They were marked down 1/2 off for $25. Great deal! that's exactly what my gf wanted for her friends child for xmas. We decided to wait and do some other xmas shopping instore rather then carry it around.
We picked up a $75 tool box and some other items for our last minute xmas shopping. We went back to the rocking horses. There was one pink one left that my girlfriend wanted. So before bringing it to the checkout we/I removed the plastic ribbon sticking out of the bottom to test to make sure it works before getting it home and wrapping it. Sure enough, it didn't work. We set that aside and picked out another color. I once again removed the ribbon to verify it was in working order. The customer service rep started yelling at us from the behind the counter. Don't pull them out!! Your ruining it for other customers! Has I started to explain we were checking to make sure it worked, she came rushing over from the counter continually yelling at us that I am ruining it for everyone else. We tried remaining composed considering her loud obnoxious aggressive tone which was very difficult. Once again I tried explaining to her, we want to make sure we have a working unit before giving it has a gift. I showed her that the pink one that we were going to purchase did in fact not work after removing the battery tab. She then accused me of possibly breaking it! She would not let up and continued belittling us and went back behind the cs desk with another co-worker. My girlfriend tried telling her that she herself works in customer service and in no-way should she be yelling at us infront of customers let alone yelling at us period. As well has talking down to us and accusing us of breaking an item. The other CS working piped up and said to us there is a reason they are marked at half price. I said, so they are marked down to half off because they may not work? She replied yes, that's usually the case when items are discounted to half price. If this in fact the case, maybe there should be a sign posted "as Is" or buyer beware. They then said they could call a manager down if we would like. Of course we should have a manager come down, shouldn't of that been the case to begin with?? So your Guelph store manager came down to talk to us. Right away your CS employee started frantically telling the manager her side. I started to intervene to tell him what had happened. She once again obnoxiously said to me "Excuse me, I am talking right now!" I look at the manager and he told her to maybe take a walk to cool off. He started talking to us and has I started to explain the situation, once again she cut into the conversation to argue. Once again the manager told her to quiet down etc.
He was polite and agreed with things and asked if there is anything else he could help us with. ?? I'm not sure how exactly he helped to begin with, other then being polite, listening to what had happened.
I have never had such a bad experience from a store/business before in my life. Being belittled, bullied and accused of breaking an item. I would have dropped everything and left the store I was so angry and upset. If it wasn't the few days so close to Christmas I would have left everything there and not to be returned.
I really hope for your companies sake, that this isn't the norm and this is a specific store issue. I highly suggest you take more care and time training and recruiting experienced Customer Service Reps and make sure they are trained in dealing with and communicating with customers in a professional way.