True Value Hardware - Poor Attitude Poor Service and Poor Response

Equipment Rental - Complaint
Review by wlinzmier on 2012-07-14
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
DEL RIO, TEXAS -- On July 2, 2012 I had a confirmed reservation with this company's rental manager. This reservation had been made over 2 weeks earlier. When I showed up to pick up the equipment, it was only then that I found out that it was rented and would not be back anytime soon. I understand that this sort of thing may happen, but the issues I have are. The rental agent when confronted just thought OH well and had no care or concern about the matter. They did have my cell number and could have contacted me in advance that the equipment was not available. Instead I ended up paying for labor and making a 100 mile round trip for nothing.

This is poor leadership to say the least. Not to mention their attitude. I did make a complaint and the store owner. ** just shuffled it off with some BS PC statement and showed no concern either. When I contacted True Value's headquarters in Chicago. All I got from them was, "You have to understand how True Value works. Even though the name on the building says True Value, each store is independently owned and is up to them to take care of it". In other words, they hide behind corporate rules to create a layer of defense in their minds anyway.

Very bad corporate attitude. So when you see the commercials expounding on how they are not like the big box stores. Do not be leave it, they have the same corporate mentality as any corporation. **I hope you read this. STAY AWAY FROM TRUE VALUE HARDWARE STORES!!
Comments:3 Replies - Latest reply on 2012-07-15
Posted by T on 2012-07-14:
I don't agree. True Value corporate likely has no influence over the rental practices of this store. The True Values I deal with don't rent equipment.

True Value-branded hardware stores are generally excellent in my experience, both the product line and the skill set of the workers. I believe your complaint lies squarely with the store in question.
Posted by wlinzmier on 2012-07-15:
Afraid we will just have to disagree trmn8r. When paying for goods at a True Value that is the name that I pay on the check or credit card. That means they are responsible for their stores period. No matter WHO owns them, they are using the name on the door. No hiding behind their layers of corporate deniability. If the store does not handle the problem than your only option is to move it up the corporate ladder.
As far as your good luck in True Value. I am happy for you. I cannot on the other hand agree. The staff was uncaring and only exasperated the situation. Also pleas don't tell me that if a corporate honcho did not like something at a store that he would not have any recourse. I did run my company for over 30 years and it was my reputation on the line. Just because your a cooperation does not mean you may discount or ignore your customers.
Plus if you look at their product line it is the same brands for the most part of the so called box stores at a cheaper price.
Posted by jktshff1 on 2012-07-15:
Trm, I got to side with the poster re TV corporate involvement. While I have also had great service from them, in this case some kind of apology would have been good.

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