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  • The prices are low but if you look up "operational excellence" in the dictionary it will say "definition = not floor and decor". This is the Frys electronics of flooring. "If its in stock they've got it!" My goodness they can screw up post toasties. I called to see if they had some more to finish off a job we were working on. I had everything - SKU numbers, the bar codes same thing on the Tmoulding and quarter round. I called first to ask if they could check on inventory before I got there so I did not waste time driving out for nothing. I should have just driven there because they answered the phone and when I asked if they had it Jessica takes the numbers down and puts me on hold. Well I could have driven because they put me on hold and... I donno smoked a cigarette - went on break.. Im half way to the store by now and they say yes we have all of them. In a normally well run place they type it in the computer and they can tell you in 1 min if they have it or not. So she comes back on the line (on hold I get the how wonderful we are blather on hold one of the services is they will hold your order for pickup- now remember this for later). I tell Jessica great - I need this much get it ready I will be there in 10 min. Oh no no no... we cant do that. Unless you have your credit card on file. Well Jessica, I have bought from you before so look it up. You will have to buy it... OK Jessica I want to buy it and Im on the way to pick it up.... no no we cant do that - for liability, your security, safety - to save the whales and dolphins whatever we just cant, dont wont...no no no.. So apparently common sense tips Jessica over so she transfers me to a manager - he tells me the same thing. So I say OK whatever Im about to pull into the parking lot anyway now that we wasted all that time. You guessed it I walk in and we start all over from square 1 - Jessica does not remember talking to me, nobody knows which manager I spoke with. I give them the BAR CODES and SKU numbers from everything I want and the desk staff goes into brain freeze - well whats your phone number? Really you cant tell me if you have stock on that stuff even though you just confirmed you did on the phone but of course if you had done what I suggested I would be paying for it now and on my way out the door... long story short I wasted 45 min with them running all over and getting this and that while being interrupted for one thing or another and finally got it paid for and on my way... There was one box that looked damaged and it had been opened so I insisted that they replace it because I just did not want to deal with Bevis and Butt-head again. Its a sweat shop to work at and I imagine some distant management has created some idiot rules that they have to follow (or hide behind) so as not to give good service - they might not be able to if they wanted to. The prices are low but they make absolutely no sense and its inefficient beyond belief and chaos and disorganization galore. This explains why there is a tile and flooring store on every street corner in the Phoenix area... its a hot mess but low prices. Thankfully I dont have to shop for this stuff often or I would send someone else to arm wrestle with them.
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