WILISTON, VERMONT -- Monday, September 3rd, 2007
759 Harvest Lane
Williston, VT 05495
Attn.: Mr. Christopher Howard, Manager
RE: Humiliating Treatment by Store Personnel
Dear Mr. Howard:
I have been a loyal client of Home Depot since 1992. I have spent thousands of dollars in your store fixing six homes, all of them my homes, none for speculation, threw out my lifetime in the United States:
1. A house in Coral Gables, FL,
2. An apartment in Coral Gables, FL,
3. A town house in Hutchinson Island, FL,
4. A row house in Federal Hill Baltimore, MD
5. A farm house in Berlin, VT, and now
6. A town house in Hindenburg, VT
I have relied on the expertise of Home Depot for fifteen (15) years every where except in Vermont, where the whole world seems to tick at a different pace, I have had nothing by superb experiences with the knowledge, the willingness to help and the appreciation towards a client spending money in home Depot that could spend it somewhere else. Obviously, my preference for Home Depot has had been the return policy and the customer service quality, which other competitors either lack or are still catching up with yours.
The following is a recount of an unfortunate incident that took place approximately from 4:00 pm to 5:00 pm at the Home Depot located in Williston, Vermont.
I am in the process of fabricating slate-covered plywood panels.
Eighteen (18) cuts in total
I arrived at your store with the plans in hand
I asked the man in lumber if he could cut it and if he is accurate.
He said he could try.
He ruins the first 4âx8â by cutting in 2â short in length. He did not double check his cut, I did it. He did not think that marking it in advance with a pencil and using a tape (which he said he did not have one) was necessary.
He cut another one correctly in length but one and a half inch (1-1/2â) longer that the measure (which he did not mark either).
Then his answer is âI can not be too accurate with this machineâ
That response was so utterly unintelligent, incoherent and ridiculous that I told him that that I have had most of my cuts done at Home Depot for fifteen years, that the machine was accurate to the thickness of the blade and if he and that if he did not know how to use the machine, he should get someone else who did.
His reaction was to remove his protective eye glasses and whatever other gear he as wearing and tell a second person âyou take care of himâ.
The other person, who turned out to be skillful, knowledgeable and could make the cuts accurate to the thickness of the blade, by simply following common practice, apparently was not quite willing to help me either.
After five cuts, he asked me how many cuts I needed, I showed him the plans. I told him I was not sure.
He told me that the policy was, as written in the board, twelve cuts per customer, I said: âthat is fine I get twelve cuts, pay for it, and come back for the rest. And is such a way I would be a new customer.
In the mean time, there was a woman (the only other client in the entire hour that needed a cut) waiting for a cut, he asked me if he could take care of her, and even though the twelve cuts per customer had not happened yet in my request, I said yes, I am not in a hurry.
He performed another cut, and then there was as another customer with a question unrelated to cutting, I said: - take care of him since I was not in a hurry.
While he was gone, I took the time to expedite my request by pre-marking my cuts.
Then he comes back and the first thing that he asked again was âHow many cuts do you have, but his tone was as if I was doing some thin illegal, I was unreasonable in my request and as if he was doing my a favor instead of he doing his job.
I lost my temper, and told him that I was sick and tired that he keeps asking the same thing, he said âAm I not helping you?
Well, not really if he disappear to take care of others and comes back as if I was a pest. He asked me how many cuts and I said I donât know ,twenty!
I guess he did not appreciate that I had taken the time to pre-mark the boards, of that I have waited, or that the previous individual had ruined two cuts.
So, he left and in RETALIATION, he sent, Steve a 300 lbs bouncer-three times my size, whose first words coming out of his mouth, in an intimidating manner were, âWe are not going to make those cuts you wantâ He never said or bother to ask what has happened, or how may I help you?
I told him: âyou were sent here to get rid of me, because of what you were told. He did not ask how many cuts were actually made or ruined.
He gave me the excuse that your store can not make cuts less than 12â inches, but failed to tell me that the cuts that I needed could be cut out of 4âx8â so that the remaining is always 12â or more. He was insolent arrogant and humiliating, unhelpful and abusive.
I told him that he can cut any size if he really wanted; he just did not want to do it. So he made one cut to put me in my place. I asked him who the store manager was and he said he was the manager. I told him he was not the manager but he refused to give me your name.
I went to the Customer Service Desk and a lady gave me you name, told me that you had gone for the day.
On my way out I came across Steve. I asked him when you and he would coincide in the store, and he told me he did not know, because you were always in meetings. It appears as if no one in Home Depot knows their managerâs schedule. Quite a disturbing situation for a store that size!
Out of this incident my perception is:
1. You employees are there to shot the breeze
2. They do not give a dam about the customers
3. They lack proper technical training
4. They are reluctant to help
5. Home Depot relies on the lack of competition in Vermont
6. You could not care less
7. They get a job with home Depot because they can not do anything else in life
8. They are there until something better shows up
9. Your customers are not rich people that can spare the trouble pf building by paying others, you are to goal is to serve the hard working and diligent people that honestly try to do their best in life.
10. You do not hire a bouncer to intimidate and abuse a customers
11. Home Depot is not a Night Club it is a Home Supply Store.
I do not expect or insinuate that these individualsâ jobs are jeopardized for this may be the only thing they are able to do in their life to earn a living, and I know how difficult it is to make it in life, but I expect a written apology from the three of them. If such apology does not happen, I will take this incident to higher levels for abusive and humiliating treatment.
CC: Home Depot Head Quarters