Matt Donahue

Tuesday, December 06, 2005

Positive Turn for the HD Saga

Got a real live response from the HD people today. Did I get bought off? Will something be done? Who knows. But I think the gesture is helpful, and if they have someone there answering these emails then it's likely that something happens. The corporate feedback measurement machine puts another checkmark next to the NE DC Home Depot location stating that more training is need for management or some such thing.

I'll be fair and post their response:

Thank you for your email note of December 4, 2005. Your concerns are of
the utmost importance.

We appreciate receiving feedback from our customers and want to thank you for taking the time to forward your concerns regarding checkout availability at the N E Washington DC Home Depot store. We apologize for not meeting your expectations.

Our goal is to provide every customer with an exceptional experience every time they come into our stores. Please know that the feedback you have provided will be taken very seriously and will be used in the overall evaluation of the services provided by the N E Washington DC Home Depot store.

In an effort to restore your faith in The Home Depot, we would like to offer you a $10.00 gift card. Could you please respond with your physical mailing address to which UPS can deliver.

If you would like to speak with a Customer Care professional, please call us at 1-800-553-3199 (U.S.) or 1-800-668-2266 (Canada). We would be happy to assist you.

Thank you again for bringing this matter to our attention.

In any event I'll use the $10 card. Was my wasted 45 minutes and frustration worth that? plus time spent providing feedback? Maybe not, but they also could have done nothing. In the end payment was not what I was after anyway, rather the hope that the situation doesn't happen again.


  • the thing with a great deal of the service industry in this area....
    if you have a worker who is a consumer who never got or asked for good service
    well, how are they going to offer good service

    I have tried to return stuff to Target and gotten lip from the lady on the other end of the counter

    we live in a disposable economy
    stuff is bought and used, then tossed aside
    very few things are built to last

    I am a consumer who likes to return stuff that does not work
    I also do not want a hassle
    that leads me to gravitate towards places that offer good customer service and a pleasant return policy

    your taking it to the top may be what is needed

    I once had an incident at TRYST
    well.... less than an incident
    sat there waiting to be served for like 30 minutes
    someone came by to bus the table
    took the tip
    but did not bus the table
    we went next door to the DINER
    owned by the same chap
    in the end
    we got that meal at the Diner for free
    and the owner went next door to have a staff meeting
    we all need staff meeting from time to time
    as well as complaints as much as we hate them
    make us do our job better

    some people just do not know better

    By Blogger gwadzilla, at 10:36 AM  

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