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| - Last night, my cousin and I who, together own a small home repair business, went to return and wheelbarrow and pitch fork we had purchased the day prior along with some extra plumbing supplies we bought in case we needed it. We did not need the plumbing supplies, so we returned those and received no hassle. However, the wheelbarrow and pitchfork...that's a different story.
First off, when my cousin originally purchased the items he was approached by an associate who asked if he could be of assistance. My cousin, being always curious, just asked the employees opinion on such items and whether or not they would assist us in moving some dirt and debris around after removing a small koi pond. The employee then told him that the pitchfork was a "shovel/pitchfork hybrid" and would be good for loosening up tough soil, and the wheelbarrow could carry the load of dirt and small rock and mortar.
For lack of a better term, the guy was full of shit. The second we stuck this pitchfork in to the dirt, we felt the wooden handle begin to shift and bend inside the housing. This "hybrid" was a piece of junk. The wheel guard of the wheelbarrow was so flimsy that every time we dumped a load, it bent and wedged itself into the tire, making it impossible to move. So after a few loads we got tired of adjusting it and tried to tighten the bolts which only put pressure on the axle and made the thing hard to roll around. So, we finished the job and decided to return the stuff because we did not want to have to deal with these problems on the next job...this is time and money we are losing.
Now, believe it or not, the lesser quality of the products are not what we are upset about. I mean...you buy a $50 wheelbarrow, you get a $50 wheelbarrow, you know what I mean?
My complaint is with Nanette, or "Nan" as her apron stated. The young lady at the returns counter was gracious and sweet (don't remember her name). She followed what I'm sure is standard protocol and called this Nan lady over to inspect the items before accepting the return. Instead of Nan apologizing for the bad experience, she attempted to throw subtle insults at us like we don't know what were doing. When we told her about the pitchfork, her response was "You weren't using it for hay." Well...no shit, Shirley. Did you come to that conclusion all on your own? When your employee says "it will work perfect," we have a little faith in your ability to hire competent employees. And her response to my cousin when he said "I guess I should have bought another one" in regards to the wheelbarrow was "You should have spent more money."
Are you serious!? I mean, that's pretty poor customer service. You don't call your customers cheap, even in jest or agreement. You apologize for the lousy experience and shut up. So, all in all, my complaint is with this ladies mouth. We're sitting here telling you "Ya know, we bought the wrong stuff. We should have spent a little more." I mean...I think that's a pretty humble approach when returning items that are worthless. And the response we got was "Yup, sure did, don't be cheap." It's a combination of poor salesmanship and lesser customer service. We were ready to walk ourselves over and purchase the better wheelbarrow so we could finish the job this week, but we'll try Harbor Freight. At least there, they tell you that their products are cheap pieces of shit and don't talk out of the side of their necks when you return it.
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