HD Tool Department, Terrible Customer Service

[M_George]

While looking for a set of impact sockets, I saw an ad that Home Depot had a set Tekton’s on sale for $36. So I stopped by the HD in Souderton Pa. to see if they had them available. I ask the floor sales rep in the tool department about them and he said “he never heard of Tekton and they don’t sell that cheap junk here”. I mentioned that I saw them on the HD Web site and he said “WE HAVE 35,000 TYPES OF THESE ON THE WEB!!!!!”. Then he went on to say I had to by Husky!!!

30,000 brands of socket sets… have to buy Husky… I don’t think so. I just told him that they didn’t have anything I was the least bit interested in and left. Went home and ordered them from Amazon, no problem there.

If the HD sales people there had any common sense, he could have easily looked them up right there in the store and helped me place the order and made the sale. I guess HD is hiring the cheapest help they can find. Any familiarity with tools, or curtesy went out the window.

From my point of view, I really don’t need some knuckle dragging idiot that doesn’t know a screw driver from a broom in my face while shopping for tools. In fact, the sales folks at HF, Sears and Lowes always bend over backwards for their customers. Well, with this said it will be a LONG time before I return to that store for anything!

 

[ChaseDE]

But, this was one guy. maybe he is dumb, maybe he was having a bad day, hard to say they are all that way though.

Last time I needed help at HD it was for some dumb leftover black Friday deal that was eventually found on a random end cap nowhere near where it should have been. The worker guy spent at least 15 minutes trying to track it down for me.

 

[LB-1911]

While looking for a set of impact sockets, I saw an ad that Home Depot had a set Tekton’s on sale for $36. So I stopped by the HD in Souderton Pa. to see if they had them available. I ask the floor sales rep in the tool department about them and he said “he never heard of Tekton and they don’t sell that cheap junk here”. I mentioned that I saw them on the HD Web site and he said “WE HAVE 35,000 TYPES OF THESE ON THE WEB!!!!!”. Then he went on to say I had to by Husky!!!

30,000 brands of socket sets… have to buy Husky… I don’t think so. I just told him that they didn’t have anything I was the least bit interested in and left. Went home and ordered them from Amazon, no problem there.

If the HD sales people there had any common sense, he could have easily looked them up right there in the store and helped me place the order and made the sale. I guess HD is hiring the cheapest help they can find. Any familiarity with tools, or curtesy went out the window.

From my point of view, I really don’t need some knuckle dragging idiot that doesn’t know a screw driver from a broom in my face while shopping for tools. In fact, the sales folks at HF, Sears and Lowes always bend over backwards for their customers. Well, with this said it will be a LONG time before I return to that store for anything!

Do they show in stock at your location?

TEKTON Ratchets & Sockets
http://www.homedepot.com/b/Tools-Hand-Tools-Ratchets-Sockets/TEKTON/N-5yc1vZc242Ze4n


Because it sure appears to be an on line only item from here.

 

[DFB]

I'll rant with ya on HD!

I generally stay as far away from Home Depot as possible whether in person or online

I have experienced terrible online CS interactions after ordering, plus long delivery times with poor UPS service.

And locally the tool dept. in my nearest store is just pathetic, one big cage and guaranteed an associate will follow you all thru the place too as you look around. And its always a mess, batteries are always dead in all the tool displays, and the tools are hung so high you cant even reach most them. Plus you never see deals like those that are often described here on GJ either.

But funny that those same store associates never seem to be around when you need one for real assistance though And you just gotta love how they have all the big stuff stored way up high...sheets of ply, 2 x10's, cabinets , concrete block, shower stalls and tubs, bales of insulation etc.

Then its like federal highway job to get the stuff with aisle closures, flaggers etc


Might want to also check out the Tractor Supply online as a Tekton supplier. Often can get free home shipping and is always free for store pickup just like the HD

Its where I would buy my Tekton vs HD

https://www.tractorsupply.com/landing-pages_brands_tekton

 

[M_George]

I hope your right ChaseDE, This guy was out right nasty and confrontational with me.
A bad day is no excuse, if he can't control himself he should find another job.
I'm in the IT business and have had to work with people having computer problems every day for the last 25 years. I have never acted like that, or I wouldn't be there.

 

[M_George]

Thanks DFB, there's a Tractor Supply just down the street. Hoping to find a decent replacement Craftsman as my go to brand.

 

[ChaseDE]

I hope your right ChaseDE, This guy was out right nasty and confrontational with me.
A bad day is no excuse, if he can't control himself he should find another job.
I'm in the IT business and have had to work with people having computer problems every day for the last 25 years. I have never acted like that, or I wouldn't be there.

hah, it goes both ways buddy

We have two IT guys here, one that I can stand but is very hard to get motivated to do anything and the other is a complete waste of space. Here is an action shot, wheeling very nice widescreen monitors between buildings in a downpour with no cover over top.



But that doesn't reflect on the whole industry of course. I am related to a few very professional IT guys.

 

[DFB]

Tough world sometimes and most everybody got their daily stress

I'm in a business that does direct market retail so also I know first hand how customer sales can be and knowing full well as sales rep you really have to be knowledgeable of your products and want to help your customer.

I have an on going joke at work when customers sometimes have a poor interaction with someone else (most often the owner) I have tell them...

"You know we don't really like people here".

I have two HD's in 25 mi radius and its like a night and day difference between them. Of course every privately owned lumber yard in the same radius is now gone too.

And in the last several years TSC has opened 2 more stores in that same 25 mi radius for a total of 3 stores. Guess they felt the need but I really don't get that. Ain't that many farms around here.

And we went to just the other day after my boss broke the u joint Yoke on our BrushHog post hole digger. they didn't have one anyways not in the size we needed and the kid working there didn't even know what it was either.

Overall personnel at all 3 TSC stores I have found are all very helpful.

 

[James-W]

Overall I have found the people working at Home Depot to quite helpful. Obviously some of them are better at helping customers than others, but I have never found any of them to be rude or obnoxious. Nevertheless, I suspect there are a few "bad apples" and no doubt you happened to ask one of them for help.

 

[Jazzman442]

Like all stores now a days they have good people and they have bad. I have found that if you treat them right and calmly ask them what you want they will help all they can.

 

[Lassen Forge]

If I go to HD to buy a tool, I know what I want already, where it is, get in, pay for it, and get out as soon as possible. If I have to ask someone for something, then I didn't do my homework.

 

[lostmymanual]

If you're trusting the person that Homeless Deathspot hired for the least salary possible to help make a decision on tools, then you're really screwing yourself. Same with Lowe's, Menards, Ace, and other global conglomerates. Ace is especially lousy with high school dropouts and mouth breathers in my area. I love smaller stores but I can't trust Ace to know what I'm talking about for materials and their paints or glues have generally been on the shelf since Jesus was a carpenter.

I have a couple people at the big boxes that I deal with by name if I want to know about something at the local store. Examples would be paint, carpet, materials delivery and warranties. Even then I look online for myself if I'm not really sure. Both HD and Lowes have a mobile website and an app that tells you if it is in stock and where to find it down to the bay inside the isle. That's the way I've been finding my hardware and tools.

As far as tools go: I can't imagine there is anyone under the age of 70, proficient with tools and still willing to sell them for the Homeowners Defeated for around minimum wage. They'd just go anywhere and double their salary if they knew enough about them to be of assistance.

Not that they're bad people, just that I don't expect much. We all can't be astronauts. Someone has to push the brooms and corral the shopping carts.

 

[NinnyCTSV]

I've always had great experience with HD customer service except on one occasion where I had a defective set of journeyman klein diagonal cutters that had a large gap in the blades and didn't quite line up. I took them back for an exchange... they brought one of their "pros" from the electrical department who then took them to their rolls of copper wire and began cutting different gauges and even cut romex (which mine were not designed to cut, not being the 2000 series) and told me they're fine and to just use them.

It took me calling Klein and having their customer service manager speak with them to finally exchange them.

 

[Dr Stan]

All organizations have their share of aholes. Most likely the store manager allows this behavior to happen, otherwise it would be stopped.

BTW, I'll never ever again set foot inside of WalMart or Tractor Supply.

 

[thesilverone]

lots of bitching

 

[BillK]

M,
I love Home Depot myself but ....... it is not a place that I go into and expect any type of real customer service. I walk in the place knowing what I want and where in the store to find it. I get what I want, pay for it and leave. I don't think I would ever consider having them order something for me, especially a tool like impact sockets. I would probably go to Sears for something like that especially since we don't have a Snap On route guy now days.

 

[James-W]

M,
I love Home Depot myself but ....... it is not a place that I go into and expect any type of real customer service. I walk in the place knowing what I want and where in the store to find it. I get what I want, pay for it and leave. I don't think I would ever consider having them order something for me, especially a tool like impact sockets. I would probably go to Sears for something like that especially since we don't have a Snap On route guy now days.

It would not bother me to have Home Depot order something that I wanted, as long as I knew what it was that I wanted and had seen the item before. For example, if I wanted a certain model Milwaukee drill and they were out of them, or maybe they just don't stock that particular one, if they had the best price I would let them order it for me. I don't understand why that would be a problem.

 

[lostmymanual]

M,
I love Home Depot myself but ....... it is not a place that I go into and expect any type of real customer service. I walk in the place knowing what I want and where in the store to find it. I get what I want, pay for it and leave. I don't think I would ever consider having them order something for me, especially a tool like impact sockets. I would probably go to Sears for something like that especially since we don't have a Snap On route guy now days.

I'm in the same boat.
Having someone local that stocks consumables saves me a lot of time and money. I especially like HD's common lumber over Lowe's. I don't know if it's the same in every Lowes.

One example is sheetgoods. If I were stuck with just them, I would have to settle for ply that is in reality a "C" rating when they advertise it as an A/B. And even then, I'd have to go through the majority of what I would consider remnants for a few good pieces. HD in my area blows them out of the water with lumber quality.

On the other hand, I like many of the Kobalt brand tools over Husky. Some are actually OEM rebrands of well made tools offered at a good price point. Some are complete garbage too. Husky has let me down to many times. It's not quite as bad as the Hazard Fraught in terms of hit or miss. I'd say on par with Craftsman and the "Champion" brand in those terms.

Back on topic, I wouldn't ask a store "associate" at either place for their opinion of which 60T sawblade is better. At that point, I would just assume find the most shiny one with highest price and assume that to be the best. That's more or less how they would help me decide. Although that might be a bad example since the Diablo blades are generally the most expensive and seem to be the best of what they offer in terms of quality.

 

[GTO]

I'm the last person who is going to defend HD,but like a previous poster said if the HD site said they had Tekton in stock @ your store,than maybe you would have a gripe.
Looks like to me an online only item...

 

[Alchymist]

Tough world sometimes and most everybody got their daily stress

I'm in a business that does direct market retail so also I know first hand how customer sales can be and knowing full well as sales rep you really have to be knowledgeable of your products and want to help your customer.

I have an on going joke at work when customers sometimes have a poor interaction with someone else (most often the owner) I have tell them...

"You know we don't really like people here".

I have two HD's in 25 mi radius and its like a night and day difference between them. Of course every privately owned lumber yard in the same radius is now gone too.

And in the last several years TSC has opened 2 more stores in that same 25 mi radius for a total of 3 stores. Guess they felt the need but I really don't get that. Ain't that many farms around here.

And we went to just the other day after my boss broke the u joint Yoke on our BrushHog post hole digger. they didn't have one anyways not in the size we needed and the kid working there didn't even know what it was either.

Overall personnel at all 3 TSC stores I have found are all very helpful.

No HD within 40 miles of me, a lowes 20 miles away, but TSC is opening a store just 10 miles up the road!

 

[77thor]

Hmmmm... I've had good luck at Home Depot, especially in the tool department...
I was just there yesterday looking at a DeWalt 36" clamp/spreader combo and I had questions as to how to switch it from a clamp to a spreader... The sales person admitted that she didn't know how it worked either, but she pulled out her phone, brought up a DeWalt website with an instructional video of how it worked. Perfect!

You can't beat service like that!

 

[pi_guy]

I was in HD the other night loading up concrete and a customer calls me over. I do not respond and he starts getting mad that I will not come over and cut wood for him on the saw. After a bit of conversation he understands I do not work for HD.

So I wander to another part and tell my latest customer interaction story and ask him is there a color I can wear that people will not bother me here?

He says wear Orange!

 

[DFB]

I was in HD the other night loading up concrete and a customer calls me over. I do not respond and he starts getting mad that I will not come over and cut wood for him on the saw. After a bit of conversation he understands I do not work for HD.

So I wander to another part and tell my latest customer interaction story and ask him is there a color I can wear that people will not bother me here?

He says wear Orange!

Hahahahahaha!

I know that feeling too well. A lot those times that I do have to be in that store and most often with my GC buddy so many people...mostly women wandering around freaking clueless about they want or need we often get asked for advice because they just know you know just what your doing there.

 

[woodturner9]

If the HD sales people there had any common sense, he could have easily looked them up right there in the store and helped me place the order and made the sale. I guess HD is hiring the cheapest help they can find.

Online is a different business from the store - and EVERY business hires the cheapest help they can find.

From my point of view, I really don’t need some knuckle dragging idiot that doesn’t know a screw driver from a broom in my face while shopping for tools.

Might be happier shopping at a tool store then. HD sells on price and inventory, not advice or technical knowledge. Most of us probably don't want to pay the 20% more or so it would cost to have "expert" sales associates. Would anyone really trust one someone at a box store told them anyway?

 

[Corvette Cave]

Home Depot products are OK

Rules for shopping at HD
1) Don't expect Customer Service
2) Don't ask for Customer Service
3) If offered Customer Service refuse (you will probably spend 15 minutes following the HD person around the store while they learn where things are stocked)

 

[roll_the_dice]

Online is a different business from the store - and EVERY business hires the cheapest help they can find.



Might be happier shopping at a tool store then. HD sells on price and inventory, not advice or technical knowledge. Most of us probably don't want to pay the 20% more or so it would cost to have "expert" sales associates. Would anyone really trust one someone at a box store told them anyway?

Then HD should not have the slogan... "You can do it, we can help!"

IMO, part of what is wrong with retail is there is NO customer service anymore period. This is a pet peeve of mine, since I used to be a customer service manager years ago and have owned my own business for almost 20 years. My philosophy is my business is my name and if I or an employee treats people like **** why would I expect them to come back?

 

[6PTsocket]

While looking for a set of impact sockets, I saw an ad that Home Depot had a set Tekton’s on sale for $36. So I stopped by the HD in Souderton Pa. to see if they had them available. I ask the floor sales rep in the tool department about them and he said “he never heard of Tekton and they don’t sell that cheap junk here”. I mentioned that I saw them on the HD Web site and he said “WE HAVE 35,000 TYPES OF THESE ON THE WEB!!!!!”. Then he went on to say I had to by Husky!!!

30,000 brands of socket sets… have to buy Husky… I don’t think so. I just told him that they didn’t have anything I was the least bit interested in and left. Went home and ordered them from Amazon, no problem there.

If the HD sales people there had any common sense, he could have easily looked them up right there in the store and helped me place the order and made the sale. I guess HD is hiring the cheapest help they can find. Any familiarity with tools, or curtesy went out the window.

From my point of view, I really don’t need some knuckle dragging idiot that doesn’t know a screw driver from a broom in my face while shopping for tools. In fact, the sales folks at HF, Sears and Lowes always bend over backwards for their customers. Well, with this said it will be a LONG time before I return to that store for anything!

You are expecting too much from the sales help.You would not beleive all the stupid stuff that I have heard there. There are exceptions but generally, all they are good for us to tell you where something is located, MAYBE. Tekton at HD is online only, though, as usual, there is free ship to store. TSC is also online only for Tekton and will not ship free to store. The best place to buy Tekton for price and service is directly from Tekton. When a store is showing a Tekton sale it is Tekton having the sale, not the store. Eliminate the middle man and get it direct. You will not do better from a retailer. Amazon has that free shipping built into the price. Lately, I use them less and less. I do better elsewhere.

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[Jimithing616]

I had a similar experience when buying my husky tool box there a few days back. The one guy there who seemed to know a fraction of what he should know, or I knew, about tools. (So that made him the most knowledgeable tool guy there) was a complete douche. And of course he gave off the most annoying know it all attitude ever... I don't know how many things he told me that were completely false about the tools they sell....

So, I asked about discounts, Competitor coupons, etc. he gave some jerky answers, acted like he didn't have time for me or my questions..,

Anyway, he just gave off a complete jerk vibe, I asked to be able to open the drawers, there was a tie strap around them so they wouldn't fall open or have kids crawl into them, he said no, they had to stay that way... whatever, who buys a tool box when they can't see in the drawers, especially when they had huge stickers on the box saying that specific drawer had all these features like tool holders and charging abilities.... obviously that's a selling feature and something I'd like to see...

Anyway, no thanks to him, I bought the tool box.... oh, and I looked in the drawer, and re-attached the strap after he had walked away.

I don't know why some of these older retirees work there if they hate customers and know nothing about tools. Go greet people at Walmart. Your age doesn't mean you know jack ****. It just means you've been dumber longer.

 

[finn]

Internet only offers are usually labeled as such, and it’s unrealistic to expect a sales associate to know anything about them.

Poor people skills, however, are an issue, but not one limited to the retail industry. I still remember an issue from many moons ago when a foreman / strawboss tried to put me, a rookie engineer, in his place.

Whippersnapper is a term he used.

Unfortunately for him, by some twist of fate, I ended up being his supervisors supervisor within a few years.

Never did ask him how he adjusted to life on third shift.

 

[maksim]

Every organization has its quirks. Out of the stores... I prefer Lowes as generally it seems customer service and friendliness is a higher priority there than at Home Depot. Granted, friendliness does not guarantee knowledge. The knowledgeable folks are NOT going to work at Home Depot for a few bucks over minimum wage.

Home Depot I have not run into rude employees, but generally it is more hit or miss between employees that go out of their way and those that do bare minimum.

Ie... At Lowes, if I ask an employee to help me locate something, they will most always show me to where the items are. At Home Depot, it is most always point you towards an isle or a direction.

Having worked in retail I will say, if you run into a rude employee, let the store managers know. They DO take their job seriously and will address the issues and most often make the situation right.

 

[woodturner9]

Poor people skills, however, are an issue, but not one limited to the retail industry. ...
Never did ask him how he adjusted to life on third shift.

Indeed, mean vindictive people seem to be everywhere.

Hope your guy doesn't see your post and decide to file....

 

[vavet]

Big box store managers don’t get paid a lot, salary wise. They get huge year end bonuses. This allows the company to appropriately compensate someone who is leading a group of people and is hugely responsible the amount of profit generated by a particular store location. The downside is that the profitability of their store is based largely on the payroll expenses. The less they can pay their hourly associates, the more profitable the store is,
It’s a different model than paying the manager 3x the hourly associate rate and having plenty of good competent help. They know they’ll piss off some people, but they’re ok wth that.

It’s the same philosophy as jiffy lube vs a legit shop with qualified competent technicians. You’d have fewer mistakes (seized engines) in a JL with competent experienced techs, but they can make enough profit on 99% of the cars to buy an engine here and there.

 

[6PTsocket]

While looking for a set of impact sockets, I saw an ad that Home Depot had a set Tekton’s on sale for $36. So I stopped by the HD in Souderton Pa. to see if they had them available. I ask the floor sales rep in the tool department about them and he said “he never heard of Tekton and they don’t sell that cheap junk here”. I mentioned that I saw them on the HD Web site and he said “WE HAVE 35,000 TYPES OF THESE ON THE WEB!!!!!”. Then he went on to say I had to by Husky!!!

30,000 brands of socket sets… have to buy Husky… I don’t think so. I just told him that they didn’t have anything I was the least bit interested in and left. Went home and ordered them from Amazon, no problem there.

If the HD sales people there had any common sense, he could have easily looked them up right there in the store and helped me place the order and made the sale. I guess HD is hiring the cheapest help they can find. Any familiarity with tools, or curtesy went out the window.

From my point of view, I really don’t need some knuckle dragging idiot that doesn’t know a screw driver from a broom in my face while shopping for tools. In fact, the sales folks at HF, Sears and Lowes always bend over backwards for their customers. Well, with this said it will be a LONG time before I return to that store for anything!

You just found idiots at your local HD. If you follow these threads, it could have just as easily been one of the other places you mentioned. They pay poorly, hire anybody and do not train them. It is a **** shoot. On rare occassions I find somebody knoledgeable and helpful but I don't count on getting any help. Recently a mini hurricaine trashed the garden section of the local HD. Customers were not allowed in there, for safety reasons. If you needed something, you had to ask an associate. I told the guy I needed something from hose accessories and before I could tell him what I needed he ran off and came back with hose washers. What I was about to ask for was an Orbit in line shut off valve. When I told the second knuckle dragger what I actually wanted, he came back with every Orbit brand product on the shelf. Fortunately, what I wanted was among them. Where do they find these guys? If they tell you that they have 30 or 40 years experience in the trades and THIS is what you need say thank you and walk away. I have had them get pretty insistent when they think you are disregarding their great advice. Half the time they cannot be counted on to even direct you to what you are looking for. I heard a guy "helping" a customer in the fastener dept and it was obvious he did not know the difference between metric and SAE. On a warranty claim, the woman in customer service did not know that Husky was an HD store brand. As to Tekton, HD and TSC only carry it online. I read that Mennards has it on the shelf but I do not live in their region.

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