Home Depot Informative - Poor Customer Service
The following letter was sent to Home Depot
May 8, 2008
Two months ago my wife and I began renovating our new home in Morristown Arizona. Since starting our project my wife and I shopped exclusively at your Surprise Arizona Home Depot Store located at Bell Road and US 60 to purchase all our home improvement products. My wife even opened a new Home Depot credit card with your company two weeks ago.
Combined over the past six weeks, we spent over $50,000.00 at your store and planned on even spending more, until tonight!
This evening I filled up a shopping cart which included electrical and plumbing supplies and had a brochure for a water softener that I was planning on purchasing. When it came time to check out the only cashier open were four self service checkout lanes.
I first approached the clerk at the self service check out and asked if I could check out at his station. He said no, that I had to use the self service checkout, that he was busy.
Now I understand that perhaps the reasoning your company chooses to institute self service checkouts is a way to perhaps speed up lines for those who choose such a service. But as for myself I prefer the “human touch” and appreciate human interaction and customer service.
I explained to the clerk that I didn’t want to use the self service lanes and asked if someone would be available to check me out. He replied “no, everyone is busy”.
I then walked over to your customer service counter and asked if they could check me out or find me a clerk that would. I was first they directed back to the checkout area but after explaining they didn’t have anyone available other then self service and I didn’t want to use that service. The customer service associate then called someone on the phone. After this short call, he told me to return to the checkout area, that there would be someone there that could assist me.
As I returned to the checkout area, I noticed the self service clerk checking out a customer out that only had one item. I approached again asked if he could check me out and he “smugly remarked” head over that way, they may open a register for you. In the direction he pointed to were two female associates that were chatting. I approached them and asked if they would be opening a register and they replied “no, you have to use self checkout.”
Being totally frustrated at this point I returned to customer service and told that associate that there were still no registers open, his reply “Sorry, I cannot help you.”
I then told this associate that the few minutes it would had taken to assist me would be shorter than the time it was going to take to restock all the items that I had in my shopping cart. I then walked out of your store, drove to the Lowes Store one block away and filled another shopping cart. And there they had “humans” that gladly checked me out.
From my experience at your Surprise Home Depot store tonight I doubt if I’ll ever return and shop there again as the lack of respect and customer service that your associates afforded to me was dreadful!