Once, Jackson had an amazing variety of home improvement stores: Home Quarters, Sutherland’s (a local shop), and others. Then came Home Depot … and, one by one, the competition dried up and died.
At first, Home Depot was on top of their game, eager to be seen as better stocked and more helpful. Over time, though — especially after the competition disappeared — the Home Depot on I-55 North has become a less and less pleasant place to shop. Fewer employees roam the aisles; fewer options line the shelves.
Recently, as we rennovated our new home, we went first to Home Depot. Employees gave us misinformation, claiming the patio and shower doors we wanted were non-standard sizes and asking us to custom-order expensive alternatives. Attempts to place these orders frustrated us and our Home Depot helpers; at least two employees didn’t seem to know how to operate the in-house order system. When we asked about installation, we were told Home Depot staff “knew folks who could do it,” but that Home Depot didn’t offer installion on our items.
When the need arose to cancel an order, the Home Depot employee I spoke with was simply rude. First, after asking me if she could put me “on hold,” she hung up on me. Next, she huffed that she had a lot of customers backed up at her counter, and that I would have to call back later. Finally, when I called again, she said she wouldn’t be able to refund my money unless I came back in the store and presented my Home Depot credit card again. I disagreed; she hung up on me again. To her credit, she called back two hours later and confirmed that a return trip wasn’t necessary.
Compare these experiences, then, to our experiences at Lowe’s — the aggressive chain now opening three stores in the Jackson area. Employees are still fresh, bright, and enthusiastic. Our “custom order” French and shower doors were in stock, on the shelves. Next to each item was a sticker detailing the price of installation. And while the employees we worked with were unfamiliar with Lowe’s computer-based ordering system, they were very nice about it, and we worked out the details together.
Our installer was friendly and professional. Once our doors were installed, Lowe’s called to check on our satisfaction with the installation, and to remind us that the work was guaranteed for a year.
With the arrival of Lowe’s, Home Depot better do a little “home improvement” of their own … or they may, like Sutherland’s and HQ, find themselves looking for a new neighborhood.
Add comment