Home Depot CEO: Sorry we let you down

[Warpy]

Editor's note: Last week, MSN Money published a column by Scott Burns that focused on customer-service problems at Home Depot (HD, news, msgs). The response was overwhelming: Thousands of readers posted messages on our boards and more than 10,000 e-mailed editors here to share their own stories of time wasted at Home Depot's stores. In response to that outcry, Home Depot’s new CEO, Frank Blake, posted his own message here. Below is a copy of that post.
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We've already taken steps to cure many of the ills discussed on this message board:

We will be and already are increasing our staffing in the stores.

We're also in the early stages of launching a nationwide program to recruit and hire skilled master tradespeople to staff our stores so that our customers receive the kind of service and expertise that made The Home Depot great.

We're investing significantly in the appearance of our stores to make them an easier and more fun place to shop.

And we're making it clear to all our associates that nothing is more important than you, the customer. Every associate knows that his or her number one job is to make you smile and to help you solve your home improvement problem … no matter how big or how small.

http://articles.moneycentral.msn.com/Investing/Extra/HomeDepotCEOWeLetYouDown.aspx

I had to go into the belly of the beast yesterday (my choice was Walmart or Home Depot on this side of town) and I've noticed that the old guys who know what they're talking about are back, the bored twentysomethings are gone. They were still out of stock on a lot of items, but that seemed to be better.

Now if we can only get them to stop contributing to Republics.

[NMDemDist2]

1. didn't Asscroft end up on their board?

I switched to Lowes when that happened

here in my little town we don't have either one, just a couple smaller suppliers from Texas who I'm sure are red to the bone :shrug:

edit to add, we used Lowes ONLY when our local Ace Hardware didn't stock the items we needed for the "design to sell" in AZ

[sbj405]

12. Actually, I think it was Ridge. After he helped boost their duct tape and plastic sheeting sales.

hhhmmmmm.

[yy4me]

2. One of the things HD could do to help in staffing their stores

would be to ditch the "Psychological profile" test they make applicants take before considering their application. I know a woman who was college educated and had 2 kids in college at the same time. She applied for a part time job at HD and was refused. She was told by the store manager with whom she asked to speak, that she did not fit their profile? Whats with a profile to sell 2 x 4's and light bulbs. They missed an opportunity to have a top notch person on their staff. Maybe overqualified? Who knows! I have just about written HD off my list. No-one available to help, half the merchandise is not priced, and the quality of a lot of their products has done down. Nothing I like better than to pile through 40 pine boards to find some that are not warped. Rather pay a little more at my local lumber yard, get the help I need and lumber with a straight edge.

[NMDemDist2]

3. i fail those tests EVERYTIME

I just failed one last week as a matter of fact :hide:

[yy4me]

4. Just by reading your posts, AZDem, I know they really

missed the boat by not considering you. From what I heard, the test is geared to be passed by only "followers" not people who would be considered "leaders" Think there is any truth to that?
I'd love to see one.

[NMDemDist2]

10. dunno about that, but the manager at the place i was applying had

been talking to me for months before they put in this new 'hiring procedure'

he was almost in tears when the results came back, he was more disappointed than I was LOL

[Kingshakabobo]

5. You are probably better off.

I spend a lot of time in HD and I can TELL they don't treat their employees right just by looking at them.

[NMDemDist2]

9. oh, I didn't fail the test at HD, I'm talking in general n/t

[Stinky The Clown]

6. Home Depot's "IHMJ" employees told me long ago to go to Lowes or my local Ace ........

"IHMJ" = I Hate My Job (and don't care who knows it).

For the starkest example, visit a Sam's Club and a Costco on the same day.

[Warpy]

7. No kidding!

I once got a free 6 month Sam's Club membership. Not only was I disappointed in their stock, the despair among the staff was palpable. I think I went there twice.

I wish I had an Ace Hardware here. Home Depot drove them, indie hardware stores, and indie lumber yards out of business then went to hell with the last CEO who didn't realize stripmining the company probably wasn't a good idea if he wanted them to stay in business.

That's why I posted this story. The new CEO seems to have gotten the point, at least temporarily.

[lumberjack_jeff]

8. I hate Home Depot.

a) I needed like 50 sheets of OSB. Would anyone bring a forklift? NO. "We have carts".
b) I wanted to purchase a saw stand. It took an hour, a guy with adequate training to place the baby gates, the guy with the semaphore flags (and the appropriate training to hold the red flags), the guy who keeps the forklift keys and the guy who has the forklift safety certification training. It also took four trips to the back room to get the baby gate, the key, the 'forklift operators license' and the semaphore flags. At some point, it became a matter of principle. You assholes are going to sell me some of your merchandise whether you like it or not.
c) A while back I asked for some dimensional help "they don't allow us to have measuring tapes". Of course not, they might be expected to service their customers if they had 'em.
d) I heard a HD associate say "of course! I'm here to help!" the other day. I asked him how the fuck he got through the HR process.

[tabasco]

13. "We have carts." LMAO!!!! n/t

[youthere]

18. I REFUSE to shop at HD...

We were looking to replace our front door and mind you, my husband and I had looked around and found the door we wanted at HD. I was ready to buy an $1100 door. The day I went in to order it I waited 25 minutes (I am not exaggerating) for the guy to get off his cell phone (it was obviously a personal call-sounded like he was talking to his wife/girlfriend). I had made up my mind after about 10 minutes that if this was their customer service I wouldn't be buying anything but since I can be fairly spiteful and was in a pissy mood that day anyway I waited so I could tell him to go to hell. All the time he was on the phone he'd smile and mouth "I'll just be a minute" to me. So I'd smile ingratiatingly back and wait. When he got off the phone he said "How can I help you?" and I said "Give me directions to the closest Lowe's so I can spend my money there."

[133724]

11. A USENET group that I like to read

refers to Home Depot as The BORG... (The Big Orange Retail Giant)

Rec.Woodworking....

[trotsky]

14. Home Depot is my last choice these days.

For the reasons listed in the original article. You'll be in the middle of one of their mammoth aisles, having no clue where the next part of your project materials is, and walk up and down looking for someone... anyone... and there's nobody there. You eventually find someone standing in the plumbing area but he's got 3 people queued up waiting to ask him questions. Just terrible.

My neighborhood Ace Hardware is absolutely STELLAR in their service. I will gladly pay the little bit more for the friendliness and helpfulness and knowledge of their staff. Every single time I go in there, even with the oddest requests, they steer me to exactly what I need, and they do it with a smile, and ask if I need anything else. Even the teenagers who work there are nice, and I have no idea how they do that. :)

[Kolesar]

15. That's the idea!

I even patronize local stores instead of mail order because I want to keep them in business.

[Digit]

16. I never can get anyone to help me out at Ace!

I have noticed that they ask the men if they want help, but not the women....at least not THIS woman.

The last time I went, my knee was hurting alot (arthritis), so I asked the cashier where I could find whatever it was I was looking for. She called for assistance on the intercom, and as luck would have it, a man that walked in after I had been waiting for several minutes was greeted by the associate in the red vest and I watched as they disappeared down an aisle.

Once again remembering that this tended to happen repeatedly at this particular ACE, and since with the pain I was in a pi**y mood, I left.

On better days, I have walked all over the store and not had one person ask if they could help.

[trotsky]

17. Life in the franchise world, I guess.

Most Aces are franchised, aren't they? A lot is going to depend on that local owner. I am very grateful mine is apparently one of those businesspeople who really "gets it" when it comes to customer service.