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A struggle to get service! ....a story about Home Depot - Raj Wadhwani - ContactCenterWorld.com Blog

A struggle to get service! ....a story about Home Depot

Just over a week ago we visited the Thunder Bay Home Depot to get some patio slabs and found they did not have enough on hand so asked about placing a special order and were told we should call back to find out if they would come in this late in the season. So a few days ago we heard they were coming in and would be delivered Friday 23rd Sept - this was great news! i know we had not paid for them so called today to sort out payment and was told that we had none on order!

I was confused and asked for clarification and was basically told no order had been placed and they would have to check if they had them in stock. Luckily they did get a large order in so everything seemed to work out until I said can i make sure i get them ordered and the girl who was handling my call said "we are closed" I replied it’s not even 6pm (closing time) and she replied 'well its 1 minute to 6" I replied so you can’t take my order and she said "no" I asked "why? have you closed all your systems down or don't you want to take my order  ... you can't or won't?" She replied with resentment in her voice "I will have to tell my manager I can't make the meeting to take your order" and then she started to take my order. I could tell she was put out by this and she was annoyed. I bet if i was in front of her she would not try and make excuses about taking my order! 

To all the companies out there who have staff handling calls, allow them to help customers if the customer is on the line before you close and train them in courtesy and professional customer service skills. Home Depot - terrible service!

Publish Date: September 18, 2016 11:20 PM

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