It's been awhile since I've been in a Home Depot (HD) store, but Alan Gregerman's post, "Dear Home Depot", reminded me of past issues that the company had with customer service.
Right before firing Bob Nardelli (now former CEO) a few years ago, Home Depot had announced that they would invest $350 million to improve its stores and service. I think I've been in Home Depot only once since that announcement (I started shopping at Lowe's), but I do recall the friendliness of all the associates I walked by during that one visit.
I did notice that a Home Depot Customer Care representative left a comment on Alan's post with links to the company's Twitter and Facebook profiles. I checked out Home Depot's Twitter stream and was pleasantly surprised by how engaging and helpful their Tweeters are.
Have a Home Depot customer service story to share? Leave a comment!
Photo Credit: jclarson
Home Depot Customer Service Turnaround?
Posted by Admin | 5/08/2010 | Customer Service Stories | 2 comments »
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I wasn't aware of the changes at Home Depot but now that you mention it I have noticed a difference. My husband is a home "project" junkie so we are at Home Depot a lot. I have definitely noticed a difference when we go to the store now that the associates are much more proactive in helping us. Specifically, we went to purchase a fire pit as a gift for someone and since it is considered a "seasonal" item there were non on the floor. We asked an associate and he checked the computer to see if any were in stock and there were, so he went back, had to get a lift to get one down and brought one to the front of the store for us. We were very appreciative of this response which could have easily been an employee saying, "no, sorry it's the wrong season for that, you'll have to come back"....I'll pay even more attention now! Thanks for sharing.
Ordered a simple shower rod kit and paid 2 day expedited service. 2 days later kit came missing a key part to install. Customer service live chat and email proved fruitless as they expect me to wait 1 to 2 weeks for a simple part that should be shipped asap! I'm never going to order from them again. Bad customer satisfaction!!!!!!