Are Home Depot and Lowes Home Improvement Stores abandoning homeowners?
The Home Depot and Lowes Home Improvement Stores play up the idea of helping home owners make their home remodeling ideas become a reality. However, there's something entirely missing when you visit one of their stores.
On April 24, 2007, Business Week reported that home retailers giants Home Depot and Lowes revenues were down due to a slow housing market. The principal reason stated in the article was that home owners are rethinking major home remodeling projects since the real estate market is in the dog house.
There is another reason that sales may be down that is not really written about. Perhaps Home Depot and Lowes have been abandoning homeowners who do small home remodeling projects and traditional home improvement. That's the impression that I am getting and here's why.
Not a Good Experience
If you are into remodeling and home improvement, you have probably experienced being in Hell or Purgatory by being stuck in the local Home Depot or Lowes Home Improvement Store. These large retailers and others like them offer relatively bargain prices that few smaller stores can compete with. But you do pay a price and a steep one at that if you value your time.
I'll start with Home Depot since I do more business with them than Lowes. This is just a matter of location and not preference. Home Depot Stores are located closer toward the Washington DC metro area. Lowes Home Improvement Stores are farther out in the suburbs.
When you come into the Home Depot, you are immediately asked if you want to get an estimate on replacing windows, an air conditioner, etc. No one asks, how can I help you today. I find this very annoying. There must be something in the Home Depot Manual that says "Don't be helpful unless the customer spends big bucks on the following products and services."
Lowes is no better. The stores near me don't ask you about siding, windows or installing new air conditioners. You just have to go in and navigate until you find what you need or find someone who can tell you where to look.
Wouldn't it be great if when you came in to either store, that there was a desk where you could ask where something was. Giant Foods, a grocery food chain, has such a desk in the front of the store. They are very helpful. Perhaps Home Depot and Loews' management can go to the Bethesda Maryland store and see this in action. If Lowes or Home Depot associates can't be bothered assisting me, then at the very least, give me a card that shows the major aisles and where things are. Again, follow the lead of grocery stores.
When you finally find help....
If you are like me, after awhile you have to ask for help. This is a big disappointment. When I ask for a widget, I am directed to aisle 43 left hand-side. I am never taken there. I must have the eye sight of a peregrine falcon to find what I need on aisle 43 from the 10,000 items that are stocked there. The real places that are difficult are hardware, plumbing and electrical. Both Home Depot and Lowes don't score well here. However, on occasions Lowes' staff will take me to the aisle and show me what my choices are. That gets my vote and sends a strong signal that Lowes values my time and me as a customer.
Does Management watch their Television Commercials?
Home Depot and Lowes are supposed to be the place for do it yourselfers. Their television commercials give you the impression that the stores not only provide the tools and materials but also the expertise. NOT SO when it comes to expertise at least here in the Washington DC area.
I just don't think that either Lowes or Home Depot staff really live up to their image. The exceptions are the Millwork Department in both stores where you can order windows and doors. There are also certain employees that have good instincts for custom service. For example, a friend of mine was going to install drywall on the ceiling of his garage. If it were not for a helpful Home Depot Associate who asked what was above the garage, my friend would have bought the drywall that was not fire retardant. The Home Depot associate steered him to the 5/8 inch fire retardant drywall.
No matter what anyone tells you, you really need to do research on your home improvement project and have a basic knowledge before beginning your project. You just can't fully depend on either store to advise you.
Why aren't they in a rush to take my money?
On average I am in Home Depot for about an hour and 20 minutes every time I go there. At least 15-20 minutes is spent standing in line to jut pay for things. If you think contractors have it easier, you are wrong. On busy times, only one cashier is on the contractor's check out side which handles lumber and larger items.
Having to wait in line so long is absolutely terrible. I can't figure out why Home Depot or Lowes are not in a hurry to take my money. Maybe it's because we don't walk out. Believe me, there are times I do want to walk out and I am sure others do also.
An Alternative to Home Depot and Lowes
There are occasions when I need a small part that I go to Strosniders Hardware in Bethesda Maryland. The staff there are very knowledgeable. There is a desk as you enter the Bethesda Store where you can ask where something is. Once you are on the aisle, you can easily find their helpful staff. They hire a lot of people and they are extremely knowledgeable. Their sales people will not only will take you directly to what you are looking for, they'll ask what you are trying to do and work with you to make sure what you want will actually work.
Now, I know that the prices in Strosnider's are higher than either Home Depot or Lowes, but I might be saving money in the long run. That's because I am in and out of Strosniders in less than 15-20 minutes and I think that my time is better spent doing stuff then standing in line waiting at a Home Depot or Lowes Checkout.
Recommendations for Homeowners
If you have a small home improvement project, don't waste your time going to the Home Depot and Lowes. They really are not set up to cater to you. In the long run, you'll waste more time their and erode any savings from their cheaper prices.
Not all Lowes or Home Depot Stores are the same. If you find a store that is more customer friendly or has more knowledgeable associates, by all means go to that one. You might also let the manager know why you shop there instead of the store that is closer to you.
Recommendations for Home Depot and Lowes Management
Home Depot and Lowes need to decide if they still want to cater to small home improvement and do it yourself homeowners who do small to moderate home remodeling projects. If they do, then they should do the following:
- Establish a Help Desk at all of your stores to get us pointed in the right direction fast
- Get your staff to take customers directly to the aisle and point out what the customer is looking for,
- Train your staff to be knowledgeable about certain departments- plumbing, electrical, hardware,
- Have a department manager around to answer the more technical questions,
- Stop making us wait an eternity to check out. Open up those registers and take our money,
- Have staff available to assist with loading heavy items, and
- HJave rope and shrink wrap readily available.
Lowes actually called us and discussed this article. See Lowes' response.
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Comments
Can't you just go in and ask
Can't you just go in and ask someone for help? Or is it not like that? I'm from the UK, we have similar stores over here, but people there are usually reasonably helpful...
comments about Lowe's Customer Service..........
I don't know what your "beef" with Lowe's is, but as a regular customer, i find their service above par. Everytime my wife and I visit Lowe's here in California, the associates always walk us to the aisle, and helps us find the correct merchandise.
No beef with Lowes
David,
Personally I have no beef with Lowes or for that matter Home Depot. Service varies from store to store with some stores going the extra mile. Will always welcome the good reports, but be more specific so at least the Store can get some credit too.
Tom
Garden Tiller Purchase- need help
I purchased a garden tiller the middle of April, 2009. After about 40 days, it began leaking oil and one of the tines came off.
I took it to a small engine repair shop which was on Lowes list of repair shops. It is now almost 60 days since it has been there and they are saying they cannot get the parts. I have talked to numerous personnel at Lowes and I am not getting anywhere. In fact, one employee told me, there is nothing else we can do for you.
Duh, I want my money back or my tiller. Pretty soon I will need a snow blower, not a garden tiller. Needless to say, I am pissed. I am going to take this to my local newspapers and to the t.v. stations, which services about 4 Lowes stores. I only want my tiller or my money back. Someone please help me......
Need some specifics on garden tiller purchase
Gary,
Please let us know the following and then we may be able to help you:
1) Where and when did you buy it? Assuming it was Lowes- which store?
2) What brand and model number
3) When did you buy it?
4) What's name of repair shop?
5) When did it break down?
Tom
Home Depot Customer Service
As a consumer I do expect people to treat me with respect when I am spending my money with them. I expect my merchandise to be as promised and if it is less than promised I expect the problem to be taken care of in a resonable amount of time. I understand that we are all humans and mistakes can be made, therefore I never ask for more than what I originally wanted or paid for. I just want what I was told I was going to get when they took my money.
As a Home Depot employee and an employee of other retailers I have learned that working with the general public in a setting where just anyone can come in at anytime can be very challenging at times. I have been with Home Depot for about 3 months now training as a kitchen designer. The pay is good and the training is fantastic. It's not just computer training. They have put me through about 40 hours of hands on training with an instructor and sent me to several seminars dealing with what I will specialize in.
I am quickly learning that the company as a whole is far from perfect, but I have also learned over the years that customers tend to expect way too much. The customer is not always right. People want the low prices that the big box campanies provide but expect experts to be around every corner.
It has taken me 3 months to train in my dept and customers get upset with me when I don't know something about another dept. There are over 50,000 items in every store and I don't know where everything is or how to use them all, and the people who get upset when I don't know something couldn't possibly learn all that either.
I will be helping a customer and other people will get upset when I can't help them at the same time. Or some lazy customer will need help getting a large item off the shelf but they didn't bring a cart to put it in so they expect me to provide good customer and go fetch them a cart. The problem with that is that I have to go to the front of the store to get the cart and on the way can be stopped 5 or 6 times by other customers. Am I supposed to stop and assist every customer on the way, or should I rush back with the cart so that my original customer doesn't have to wait so long?
Someone is going to get upset in this situation, and you know what, I'm going to provide better customer service to whoever is nicer to me. Remember that next time you are shopping. If you are a customer who is upset by a past experience but have never dealt with me, then don't approach me as if I am the one that screwed you over.
If a customer starts off being rude to me then why would I want to go above and beyond to help them out. I will work my butt off and find every good deal available for someone who is genuinely nice to me, but if you are rude i am only going to do what I have to do to get you out of the store. People don't ever stop to think about what we as employees have to do or what we may be in the middle of doing, nor do they care. I can tell you that for every bad customer service story that you have I have 100 "bad customer" stories.
I also believe that customers need to stop being so lazy and start educating themselves on whatever they are working on. We have the world at our finger tips and it is up to you as a human being to learn. If I knew how to build a house from the ground up I can tell you that I would not be working retail.
Most of you who complain about customer service have never worked a day in retail and until then you will never understand. Stop walking like kings and queens and realize that People shouldn't have to bow down to you just because you have a $20 bill in your back pocket. Get over yourselves already.
Wow!!
I totally agree!!! WOo hoo I work at Home Depot too and loved what you wrote. Oh so true! =]
Same Goes for Lowe's!
Amen!
You tell 'em brother (or sister)!!
Customers need to realize that we can only do so much at once and that they too will catch more flies with sugar than vinegar, and by flies I mean customer service.... let's just be clear.
=D
-An Understanding Lowe's Employee
HomeDepot must have read your comments; they've changed!
Since the local hardware store closed in my town (they did great business but the landlord booted them out to bring in high-end merchandising), my next hardware option was the nearby (~40 min drive) HomeDepot.
On my recent visits, someone asked if I needed help looking for something immediately upon entrance. In all instances save one because he was already with a customer, they walked me to the items, no matter how inconsequential the cost: weatherstripping, nails, pendant lights, lawn sprinkler replacement parts.
In times past I would have agreed with you on the lack of customer service, but nowadays the guys in the aisles seem to know their products & answer questions competently.
Give credit to the economy...
Thanks for your comment. People do tell me that Home Depot and Lowes do read these comments. However, I really think it's the poor economy and Home Depot's realization that every customer is valuable. I've noticed the same thing that you have--- better customer service here in the Washington DC area.
Home Depot's managers in the Merrifield Store in Virginia have been very helpful. Seems like they are walking around a lot more and getting out of their offices. On several occasions they have asked if we are finding things and even spent time helping us select carpet. Now that's what I call "leading by example."
If anyone out their has experienced a change, please let us know and the store's location as well.
Lowes and Home Depot- No one ever is happy
Rule #1 in customer service, you cannot win, so why bother. The average Lowe's/HD store services over 10,000 customers a store- per week! Very few customers complain. The truth is that complaints come down to 4 things. (not in any order)
- Employees not carrying out the company programs... over 500,000 employees total. Odds are there are a few losers in the bunch. I know 20 people really well, and several are losers, how many are there going to be in half a million? I feel bad for the customers who get them. And the companies should be trying to get rid of them.
- Employees who are trying really hard, set unrealistic expectations, often times with good intentions and then fail.
- Customers who are genuinely wronged, either by not enough help, or poor help quality.
- Customers who just cannot be pleased, no matter what. " I went into the store looking for lime green, and yellow stripped carpet... stupid store didn't have it in stock, I will never go back!" or when there are actually 200- 300 people in the store on a busy weekend afternoon, and they cannot find any help. How many people can be helped at 1 time? Is it possible to employ 300+ people so that everyone gets individual service? These same people go to amusement parks and wait 4 hours for a ride... should they build more roller coasters, so that the lines are shorter?
Some people are wronged and need to be heard, and corrections need to be made... many, many people just like to complain about everything.
You cannot make everyone happy, you try to make the most happy as you can, and the rest simply are left to complain.
Of course that's just my opinion, I could be wrong.
have you ever worked at one or the other?
its harder than you think. Im sorry for your bad days at these places but not all are bad . i worked with lowes for eight years. and it wasnt easy. beleive me. i know there are slackers everywhere and employees that dont give a crap but its not fair to rag the whole company . they both have very dedicated employees with years of exp.and customer service . i know , i was one of them. the job is very demanding all day, and we would have to deal with every type of person there is, its was fun and diffrent every day. but there is so many types of people ,it really can be rated as one of the hardest jobs out there.you cant please them all . if you dont want to shop there try to work there for one day . i bet alot of you couldnt handle it . you would just complain about it. have fun shopping wher ever you want. dont knock it till you try it.
New Home Depot Associate comments
I've worked for home depot for 6 months....in the complaint department of the corporate office. I can tell you everything that can and probably will go wrong. Its exhausting. People get very angry when they spend $30,000 dollars on a new kitchen in their million dollar home and no one can tll them where their cabinets are....they expect me to know.
As for the customer service in our stores. It is as in most stores dependant upon the training and a full understanding of the reasons behind the need for superior customer service. In a lot of the stores I can say with confidence that they provide wonderful customer service that could not be topped. However in some of our stores, I know a few of them by name, we have quite a few issues the worst being customer service. An employee of the home depot or any store for that matter can mess anything up and do it multiple times but as long as they are kind courteous and apologetic the customer can leave the store happy.
Unfortunately some of the associates in our stores have not quite grasped the concept of customer service yet. I am not speaking on the behalf of home depot but as one of their employees I can tell you we are doing all we can to improve this in our stores.
Appreciate your insights
Thanks for sharing your thoughts about Home Depot. It is rare that we get some objective comments from Home Depot or the other big box stores. Our readers are always interested in what employees think so please pass that along.
Tom
Shop local
Shop at your local hardware store....They work hard in your community and give back. There profits are spent back in your town. They are friendly, knowledgeable and they care about you and your project. Don't let big box stores who sell cheap crap influence your shopping habits. You don't save money at Home depot you waste time.
where are all the pros
When you shop at Lowes and or HomeDepot where are all the so called pros to answer questions and help you find products you need. Years ago when you shopped at a mom and pop store the answers and advice needed was there and products needed were sold to fix it right the first time. We live in a world of I need it now and the big guys got it but the so called pros dont know what to do with it.
Most Pros either have quit or let go
I think these stores dont pay well. Now because their sales are down they are cutting back on training people. If they do that then we should ask them to change there slogans.
How do these sound? For home depot, "You can build it, we can't help"
for Lowes, "Lets build something together when the economy improves.
I am no longer shopping at Lowes
I am no longer shopping there because of their return policy. If you have a receipt, you get your cash or credit, no questions asked. Great, every store does that. If you don't have a reciept, they enter your name, dob, driver's license number, address, and any other info. they can obtain into their computer before they will grant a refund (store credit).
I suppose this is their way of limiting shoplifting. To me, it is just an invasion of privacy. Today I returned $39 in merchandise for which I had a receipt. I also had a .91 face plate for an outlet for which I didn't have a receipt.
The manager refused to refund the 91 cents without entering all my information into their system. I'm not doing that anymore and consequently, I'll shop somewhere else. Their managers are very difficult to deal with on issues like this. It's their way or the highway.
I've had problems with returns there before anyway. Like once the store on the East side of town wouldn't accept a return from a purchase from the Westside store. Ridiculous!
I hate Lowes. If Home Depot wasn't so cluttered, I'd be there now. But, I need to find another alternative. If you can't tell, I'm still a little steamed...
Brent
Really??
You are not the only person in the store with the problems you come across. If you don't have a receipt for your item then have them do a cc look up, check look up, or even a debit look up. If your that bent out of shape giving your information to get a damn .91 cent store credit then DON'T DO IT! Personally if I was that cashier I'd laugh at you for making a big deal over stupid information that goes into a computer(You wouldn't get all pissy at a cop if they stopped and asked to see your drivers license, now would you?). It's not like they sell the information, or pawn it off for money. It's so we catch the people who are STEALING so we can keep the prices low for YOUR buying.
Insight to your return issues
Brent
You are correct it is there way of trying to help with the shop lifting.
Basically it works this way. If you steal from Lowes and bring it back no receipt some how they feel that they are losing less if you put the money back into the store. Also they use the drivers license to monitor how many returns you bring back with out a receipt so they can limit you to three times.
They do not stop people from stealing if you run out the door. Associates and or mgrs are not allowed to go after the thief as Lowes is afraid of a law suit. You can get the license plate of a thief but are not allowed to call it into the police again due to possibility of a suit, so the low down is that honest customers are punished for what thieves do because Lowe's corporate is afraid of a law suit.
If it makes you feel any better which i imagine it wont, they punish the employee's just as much if not more making them all feel as though they are not trusted by making us wait for overrides on a regular basis for items that dept heads put on sale.. How do I know this I am currently a Lowe's associate taking off a few days before I give my resignation for exactly these reasons and other problems
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Comments about Lowes Service
Sorry to hear of bad experiences with service at Lowes. I am a 78-year old woman of reasonable intelligence and full of questions about home improvement. I don't look wealthy and I am not.
This past Sunday I needed help with buying a traverse rod. A 30ish woman named Sue gave me the service I have learned to expect at Lowes. Almost makes me want to leave a tip! The employees I have encountered at our Grand Junction, CO, Lowes store cannot be all that unusual, especially since other stores here have the usual "Oh, Lord, when will this day ever end" types.
I usually try to contact a store manager when I have been helped by a superior employee. Why don't you come to Grand Junction to shop? I can recommend Lowes and the True Value Hardware Stores.
Lucy, Grand Junction, CO
Lowes customer service
Lucy,
You have found an unusual Lowe's, keep with them. As for your comments about employees the only time they get recognition for that is when you go onto Lowes comments online or you call the number on your receipt, then they will get the recognition they deserve and sometimes they get prizes,
Sounds like your Lowes people deserve it.
Signed,
A current but soon to be ex-Lowe's associate
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