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| - Would be a great store, but really needs some employees, training & some serious stocking/pricing/display help!
Not really a lack of anything merchandise-wise, which is good for a one-stop shop! But a bit disappointed they don't sell engraving products. You'd think a craft store would have that covered! Even Lowes & Home Depot have a section catering to crafting on an artistic/decorative scale, so its frustrating you won't find certain things (like Dremel related products) here.
Coming to employees- good luck finding one! Non-existent through the entire store. So you can't ask questions or for help finding anything specifics. Meaning when some areas are cluttered or unorganized (several areas were as described) you are on your own or just give up.
At least the isles are labeled. But it doesn't help much when you locate an item, but no price tag is to be found! Every isle. Consistent 75% of the stock had price labels below. The rest were missing altogether. So, after locating items that had an actual price displayed, I was frustrated to get to the register & the item ring up as a MUCH higher amount- because the product is poorly stocked & price labels are missing, incorrect or under the wrong item. Getting to the fun part why this ends up being the biggest headache out of the shopping experience & why this triggered my review.... hang in here w/ me!
Let's hop back to customer service & staff. First, we know you can't find any around the store, so we are SURE they are probably busy at the register helping customers, right? No. Get up to the LINE (approx. 7-8 ppl w/ separate transactions deep) & see ONE employee at the 4+ station checkout counter! Just ONE!
20 minutes pass. Line grows. I felt horrible for the mother who had to exit the line so her child could use the toilet. She opted out altogether & left the store. At the register, encountered the 1st problem previously described in pricing. Suddenly I see another employee appear to do an exchange run! Where was this person to begin with?! The one handling my transaction scanned some discount coupons & offered me a savings program which was great & very quick/easy for him to gather 3 bits of info to set me up! I did appreciate that bit.
But that small bit of glory faded when I turned around to see another employee WATCHING the increasing line nonchalantly mopping or wandering the isles that were once extinct of customer service until everyone was in the checkout line (ironic???) Already having a mediocre visit, I get the frustration that led to the final blow as I get to my car.
An item fell from my bag. The ONE item swapped out over the price discrepancy. The employee who swapped it got the wrong type. You'd figure an exchange would be quick being the same price but different specs. No. Because that line did not dwindle. Another employee managed to take note of the help needed, so 2 at the front was a false promise. 1 was dealing with one of "those" customers who had a "return" w/ every classic pain-in-the-a** story behind why they were trying to get more for less in non-legit ways that make every person behind you in line cringe while plotting your karma in their heads. The 2nd employee was painfully slow. I noticed the transaction was lengthy due to talking into their earpiece asking questions to the manager obviously on-site but in the back office. (I worked retail, know how this works!) So, instead of the manager coming OUT to expedite this & HELP, the back & forth walkie-talkie conversation continues as we all wait.
FINALLY back at the register- I am left wondering how I gained $.03 on swapping an item of the SAME price? I think the employee was unfamiliar w/ the process & tax was credited back to me by mistake. So, sorry for Michale's but I after ALL that (extra hour due to multiple issues) I'm left not impressed, also assuming the lack of atmosphere & customer service is due to poor management & insignificant employee "training" probably stemming from profit losses due to the waterfall effect starting at the top.
I'd suggest some improvement in the areas touched on before customers go elsewhere for a better experience.
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