After 3 visits to outline nearly $2,000 in custom closets to surprise my wife, I had a one page outline including SKU#'s, $$, and quantity of each. The only thing I needed was help lifting some of larger items on to a cart for purchase. I sought help and was walked across to the far corner of the store to the Project Desk. 20 mins in line there just to ask for 5 mins of man power, I was basically told that everyone was busy...one woman wanted to get to lunch and made that very clear several times. I was told to load what I could on my and someone would be back to help. No one ever came. Believe it or not, there were HD employees walking past me over and over....none of them bothered to help and it was painfully clear I had a massive amount of heavy items on two carts. A female VENDOR ended up offering help with THREE HD employees watching her. I found her later in the store and thanked her and we both chatted about how unbelievable it was that three men allowed her to lift these items without ever offering to help.
I was advised to take everything to the ProDesk by the employee who put lunch before the customer. She advised me I would receive up to 20%, at least 10% for the amount of items I was purchasing. Ok....that's worth waiting for since I'm spending nearly two grand!! I'm asked 10 mins of questions, and then asked to wait to see what the discount would be. Drum roll please.......ZERO! I politely explained my frustration with all of the running around in the store, the complete lack of help, and now the empty promise on a % discount of at least 10%. The lunch lady now returns (since I had already been in the store for an hour and 20 minutes). I pulled her over to the gentleman who was ringing up everything and said, "You advised me to bring all of these items all the way across the store to receive a discount. I am parked on the other side because I knew how much I was purchasing and now I'm being told there is no discount?!? Why wouldn't I just have checked out way over there where there wasn't a 20 minute wait in line?" In brief, both employees basically said that there is no rhyme or reason as to who or what receives a discount ( I wish I was joking). They type it in the system and whatever the system tells them to apply, they apply it. They even went so far to show me a long list of OTHER customers purchases on the screen saying, "You see....this person spent $1,000 and received nothing, but this one purchased $900 and got over $300 back. Here's another purchase for about the amount you are spending and they DID get a discount."
I chuckle sarcastically and call them out on the ridiculous customer service I am stuck knee deep in. "Sooooo, you are comfortable sharing all of the other customers discounts...some as much as 30%, and then continue advising me that I will receive nothing??? I just spent $2 grand, and I receive nothing?" Again, the "system" was to blame. I politely said, "What typically happens in these situations is a manager would get engaged and manually apply some form of a discount based on all circumstances." They both shook their heads. I then started to raise my voice a little louder, but maintained a light-hearted sarcastic tone. Lunch lady then points at the gentleman ringing me up and says, "I think he could give u $50?" He then painfully says, "Yes, $50 is the most I can do." I said, "Is it safe to assume you are a manager?" Yep.....turns out, I was speaking with someone who never sent help for lifting that he said was on the way.
In my line of work, Managers are actually trained to make leadership decisions. Managers have the ability to make any customer situation right (I'm a reasonable guy....give it a shot). Instead, I got a free gallon of paint and sighed up for some program that apparently does not have any guideline for how discounts are applied?
Never, ever, again. Had I been able to find this closet system at another store, I would have walked out and left everything at the counter. Home Depot got my $$ because I love my wife more than I despise your ridiculous customer service and handling of this issue. The woman at the paint counter (Diane)...sweetheart. Not very quick, but she gave a darn and was polite. Oh, and the woman who works in the Garden section....she is the best around. She has helped me many many times. Unfortunately, I won't be returning to this HD for any future purchases.
I will take my business a mile up the road to Lowes even though it's a little further away.