Bob Charlton sent a message to Craig Menear that said:
Mr. Menear,
I have used the Curbside pickup several times over the last 4-5 weeks at the Home Depot store in Crystal River Florida. I am registered online for the lifetime warranty on all of my Rigid power tools. I would normally never consider making a longer journey to another store. Always had a great experience, this morning was the one exception that has encouraged me to take all of my business to Lowes in Inverness. I received an email telling me my pickup order was ready. I travelled to the store and arrived at the Curbside pickup area at 0928 hrs. My order details were taken. I then watched as several vehicles came, received their order and went. I waited and continued to wait. I telephoned the store to enquire about the delay, I asked for the General Manager only to be told the GM had retired. I asked for an Assistant Manager, waited on hold, diverted back to service desk, asked again for Assistant Manager, waited on hold and again after an extended wait I was rerouted back to the service desk. Still waiting...... At 1008 hrs, my order appeared. I complained with regard to the wait only to be told by the staff member, "I told you we do not open Curbside pickup until nine thirty", no you did not i replied to be told, "I told you on the phone at nine thirty when i spoke to you, I was on the service desk", I did not speak with you I replied, "yes you did she said" (this went back and forwards for some time, I believe she was mistaking me for another customer that may have had the same distinct British Accent). I was made to feel like I was lying. I showed her and another associate my cell call log, which proved my point. I actually doubt that my order was even picked prior to me attending. I told her that this was not acceptable service. No response, she turned and left. The other employee helped me load my lumber onto my trailer, he was very empathetic and understanding.
Note: None of the associates were wearing masks.
Note: I could not go into the store due to the fact that like so many parents at this time I had three children safely in my truck (ages 11, 6 & 3), I did not see the need to expose them to Covid 19 or poor customer service, both of those could damage them irreparably.
Things at this store changed when Chris left. This is the last order Home Depot will receive from me. I will not shop at this store when I can experience far better caring customer service from Tim and his staff at Lowes of Inverness. A lesson learned. On a side note, I am a Veteran of the British Army, I served alongside US Forces during Operation Desert Storm, However, As far as Home Depot are concerned my Veteran status is not relevant as I was not an American Citizen during the time I served. Again, lessen learned.
Thank you for listening.
Bob Charlton
Owner
PPSS LLC
DBA Professional Pool & Spa Service
(352) 697 - 9656
"Exemplo Ducemus"
www.ppss.biz
