|Forum topic by ubermick||posted 02-11-2013 12:35 AM||1373 views||0 times favorited||28 replies|
02-11-2013 12:35 AM
Okay, bit of a long winded story.
On the advice of many, I decided to pick up a Dewalt thickness planer, and decided to try and use a 20% HF coupon at my local Home Depot to sweeten the deal. Contacted the local store, and the person I spoke to said “Yep, we’ll take them”.
So hopped in the car, headed out there. As I was walking along, an employee stopped me and asked if I needed help with anything. Said “yes, actually, just wanted to confirm you accept competitor’s coupons, including one of these”, showing her the HF coupon. She said she was still new, and wanted to double check with a supervisor.. so followed her to a supervisor, showed the coupon to her, and she said “Sure, we’ll accept that”
Tossed the planer in a cart, and stood in line. Eventually got to the checkout, and it was the original new employee – who was standing next to a supervisor when she said it would be accepted. Alas, being new, she didn’t know how to enter it into the register, so she called another cashier over…. who promptly said “We don’t take those.” To be fair, my checkout girl went to bat for me, saying that I called ahead to verify, and that the supervisor had already approved it. New cashier took the coupon, disappeared for 10 minutes (at this point, TWO checkout lines were now at a standstill) and came back and said “Nope”, feeding me the line that Harbor Freight weren’t a competitor, since they didn’t carry the same brands. Left the store, without buying anything, fuming, since this was my lunch hour that had already ran late, and I had a conference call.
At someone’s recommendation, I posted the above story to the Home Depot facebook page (!), and got a response from a customer service rep within minutes, asking me for the store location so they could look into it. And the following day – after heading to Lowes and buying the thickness planer, with the HF coupon (they accepted it without batting an eyelid) – I got an email from my local store assistant manager, apologizing profusely for my experience, assuring me that they would speak to the staff to make sure they understand “how to ultimately provide nothing less than excellent customer service.”
The assistant manager also said the following, and this is where I need the advice: “I would like to again apologize for this unacceptable experience, and make this frustration up to you in any way possible. My initial offer to make this right is to honor the 20% coupon on the tool you selected, and offer a delivery service to your home free of charge.”
What would you guys do in this situation? Gotta say, I’m PISSED at that place, have never had anything but a horrible experience whenever I’m at this store, it seems to be staffed by imbeciles and people who genuinely seem interested in doing the bare minimum to get by. I’ve also already picked up the tool I wanted at Lowes (where the customer service, have to say, was stellar – and I KNOW I can use the coupons there in the future) But that said, I need a new sliding compound miter saw, and the words “my initial offer” makes me wonder what I could finagle out of Home Depot – stretch it to a bigger discount, or ask for store credit? Or just stick to general principle, and avoid them like the plague?
Anyone had a situation with them where they made an offer like this?
-- Gaz. Irishman who lives in the San Francisco area, and tends to ruin more wood than he should.