Category: Retail Experiences

Oh Lowes, how you’ve pissed me off so

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If you’re planning on ordering custom blinds from Lowes, do yourself a favor and don’t attempt to do so during the week unless you’ve taken a day off from work. Apparently they don’t staff anyone past 5 pm who can handle the complexity of clicking buttons on a computer screen.

Seriously, I thought I was going to scream yesterday. Not only did we stand around a good 10 minutes before anyone came to help us, but there were four people trying to figure out the computer. Once they guided the new guy to the correct screens, they left, and he proceeded to make me want to hurt him. The first time he somehow backed out of the screen at the end which wiped everything out. So we went through the process a second time. That time he pulled up Joe in the computer (since we had bought blinds before), but Joe said he could see the guy didn’t click on his name to associate the quote with him, but yet clicked out of the screen anyway, thus neglecting to save the info once more.

We suggested going through the process a third time, but this idiot insisted on sitting there calling all sorts of people to try and retrieve the information. We could have been done with the process by the time he got anyone even to the kiosk to help him. Plus they couldn’t find the information either. Hmmm … I wonder why. Maybe because he didn’t SAVE it. Retard! This is what’s wrong with society today. They are so computer illiterate that they don’t have any common sense. If you’re clicking through screens inputting information and not once have you clicked a button that says “Save” or “Finalize”, why would you think the information has been stored?

Finally we told him to forget it and left. A good half hour to forty-five minutes had already elapsed and we got nothing out of it. I was so fed up. This is not the first time a Lowes employee hasn’t known how to use the system. And while I think that guy was an idiot, I blame Lowes for inadequate training/staffing. We got faster and more knowledgeable service on the weekend when the store was busy.

Unfortunately we will be going back this weekend because we really need blinds for the master bedroom and they are 25% off right now, so instead of $100+ like we were originally quoted two months ago, they will be $80. Plus I hate Home Depot.

Onkyo & Circuit City

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Well, we made our decision on the home theater front and went with the Onkyo HT-S780.

There’s an interesting story that goes along with this purchase, as are most retail experiences. I had printed down the price at the Circuit City website on Saturday so we could bring it along with us to the store on Sunday. When we got there, the price had gone up rom $399 to $479. We showed the print-out to the guy helping us, and after a little hesitation, he agreed to give us the price of $440.The reason, he explained, was that we were eligible for a $40 rebate, so after that, the price would be $399. That was reasonable, so we agreed, and he sent us to merchandise pick-up.

The guy who hauled out the gigantic box to our car was so nice and funny. He seemed really excited for us, talking about how the system was going to blow us and our neighbors away. He said it was the second best home theatre in a box that CC sells. He was also very helpful by pointing out that since many movies and programs aren’t yet in 7.1 surround sound, two of the speakers would probably not “work” the majority of the time. I’m glad he said something because it probably wouldn’t have occurred to me at first. It was nice hearing him talk about what a great choice we had made because I figured he was being honest since he had nothing to gain as we had already made the purchase.

So we got the unit home and Joe unpacked the box and hooked everything up. It was quite easy because the manufacturer color-coded all the wires and speakers to eliminate confusion. We tested the system and it sounds great and that’s before any tweaking or proper speaker placement. Due to the wires and our living room setup, we’re not going to be able to take full advantage of the surround sound right now. All the speakers are actually set up below and to the side of the television. One thing we are planning to do is buy two stands for the left and right speakers to raise them off the floor, as well as put in a shelf above the tv to put the center channel.

A little later after Joe had everything hooked up, I was going through bills and whatnot, and shredded some stuff, including the print-out from the circuit city website. I figured it was no longer needed. I’m not sure why I shredded it as opposed to just throwing it away, but I did. A few minutes after that I logged onto the Circuit City website to print down the rebate like we were told. Imagine my dismay when I read that only online purchases qualified! I immediately called CC and had Joe speak with a manager. He was bit hesitant at first, asking if we could bring in the print-out with the $399 price (because the price had also increased online from $399 to $479 between Saturday to Sunday). Joe explained he didn’t have it, but that the department lead should remember us and could verify our story. So the manager asked us to come into the store. We got there, Joe talked to him, and also talked to the guy who made the original sale, and then we went to customer service and they issued a $40 refund to our credit card.

THIS, my friends, is why I shop at Circuit City. I guarantee you that Best Buy would have NEVER done any of the price reductions we received. I’ve had enough poor experiences, and have read about enough, to feel confident in saying this. In fact, I don’t think BB would have matched a price from the day before on their own website, let alone give us the credit like Circuit City did. They would have told us to go home and order it online if we wanted the online price. I just want you to keep that in mind next time you’re in the market for electronics. I don’t mean to offend anyone who likes Best Buy, but I really don’t understand why they seem to always get more business than Circuit City when CC has just as good, if not better, prices, and superior customer service. I’m inclined to write CC a letter letting them know just how much I appreciate their excellent customer service. Unfortunately it is a rarity in today’s world.

Dunkin’ Donuts gets an F

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I’m not a frequent visitor to Dunkin Donuts, but we received a coupon book in the mail the other day and I decided I’d like to try the new Latte Lite since it was free. The woman who waited on me seemed to get really irritated that I was using a coupon to get a free beverage and she didn’t try to hide it. Even when Joe also ordered a donut, you could feel the hostility rolling off her. Doesn’t she realize a free 10 oz latte (which as Joe put it, you might as well slap a nipple on as it was smaller than a baby bottle) now, could mean several purchases later? I don’t see how it encourages customers to return when they are treated like a criminal for cashing in a coupon for a free beverage. But whatever. I won’t go back there for two reasons: 1) the latte sucked and 2) I don’t spend my money in establishments where the customer isn’t treated with friendliness.

New Year’s Prep

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My co-worker convinced me to go to Party City during lunch today to buy some New Year’s decorations, so I made her come with me. I blame her for the $30 charge to my Discover. I don’t mind, though, as long as the kids enjoy themselves. I wonder if they will actually be awake come midnight or not. Anyone care to wager on it?

This one employee at the store really shouldn’t be working in an environment where she deals with customers. She got mad that she was called from the stockroom to help check us out and said loudly, “I am never going to get anything done with all these customers coming in”. We’re so sorry for wanting to give you our business. I looked at the lady waiting behind me and said, “Nice of them to complain about customers in front of us, huh?”

Rayovac Diffuser

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I almost forgot to mention the good customer service experience I had recently. It’s often easier to complain than to praise a company, so I want to give credit to Rayovac (also known as Remington) for their quick response to my issue. I mailed a letter to them in July regarding the diffuser on my hair dryer that kept falling off while I was using it, and less than a month later, I received a new diffuser in the mail. Granted, it did not fit my particular dryer (the circumference of where it snaps on is too small), but that means less to me than the fact that they cared enough to address my concern and make me a happy repeat customer (unlike Buy.com).

I’ve learned to live without the diffuser, so the hair dryer is still useful to me. Since there was nothing on the dryer to give me a unique identification other than what I already sent to the company, I didn’t want to waste their time sending back the part and letting them know it didn’t work. I’m hoping that when I buy a new hair dryer from them in the future the diffuser they sent will fit so I have a backup.

It just goes to show you that you can benefit if you contact a company about a problem with their product. I’ve had a DVD player, gym shoes, and a humidifier completely replaced by writing to the manufacturers. Granted, I would have liked if these things were fully functional to begin with, but instead of considering it a loss of my money, I made sure the company made it right. The worst a company can do is deny your request (like the evil Buy.com), so it’s worth it to give it a try.

Here’s the e-mail I sent in case you’re curious:

To Whom It May Concern,

I have used your Remington Vortex Ionic Hair Dryer exclusively for several years now, because I really like the diffuser (otherwise known as the jet cone in the use & care guide that came with the dryer) and have been unable to find one like it from another manufacturer.

However, I have a major issue with how the diffuser snaps onto the front of the dryer. Unfortunately, this piece is loosely fitted, and continues to fall off while I’m in the middle of styling my hair. I had to replace the last dryer I had because the piece fell off so many times that it cracked and wouldn’t stay on the front of the dryer anymore.

I’m now having this problem again on my current dryer. As there is nothing wrong with the actual dryer, and you do not offer replacement diffusers, I am extremely frustrated knowing that I might have to replace this perfectly good hair dryer for a new one just so I can have a diffuser that doesn’t fall on my foot and bounce off the floor while I’m in the middle of using it! I’m not sure who came up with this design, but they should have considered the fact that the diffuser loosely fits the dryer to begin with, so when it heats up, the plastic expands and contracts.

In any case, I am hoping you can help resolve my issue. Perhaps you can send me a replacement diffuser even though they are not for sale? I own a dryer that is listed under Models #V-2002. Enclosed is a copy of the front of my use & care guide for reference.

I look forward to your reply.

I thank you in advance,
Nicole [Last Name Here]