Most of us have “Big Box” horror stories. I parted ways with a big orange-colored retailer a number of years ago when I tried to buy a bandsaw. They had one for at least $50 cheaper than I could get anywhere else. I spent at least 20 minutes trying to find someone who cold help me; or rather, simply get it down from atop a 20-foot high shelf. Eventually, a kid with attitude came by, I told him what I wanted, and he disappeared in a huff because he had to get a forklift to retrieve the saw. I waited. And waited. And waited. After another 20 minutes I asked the service desk girl to find out what happened to they guy. More, “I-don’t-give-a-crap-I work-for-minimum-wage” attitude. I went back to the tool department. After another 15 minutes, I went back to the service desk and told the girl and her commanding officer that I was disappointed in this service (it certainly wasn’t the first time) and would never step foot in this store again. I simply got an apathetic sneer.
And here’s where the story really sucks and makes me look bad. I couldn’t justify paying a lot more elsewhere, bit the bullet and went back the next day to try again. The bandsaw was sitting on the floor in its box. The tool-boy (boy tool?) snapped at me about trying to find me after he went through all the effort to get the saw down from its perch. Yeah, I swallowed my pride and walked out with the saw.
I spent several years refusing to ever patronize the orange god. I would just have to pay more elsewhere. Eventually, I ended up going back for certain purchases simply because I couldn’t justify the expense elsewhere. I felt so dirty. I now only go in if I need very specific items at a cut rate and can get in and out quickly. And without expecting human interaction.
My story isn’t unique. You pay extra for service. It’s up to us as individuals to weigh the difference between low prices and good service. But my story doesn’t end here. Tomorrow I will get to an equal concern, but one that most of us guys don’t want to acknowledge: the independent retailers who cater to contractors and professionals and seem to disdain guys who aren’t part of their old-boy network. Guys like me who know exactly what we want, but show up without steel-toed boots or resale certificates.
I had a very different expirence with the big Orange God. I needed to buy a table saw so I settled on the Ridged TS3650. Much to my advantage they were on special the day I went to get it. But they were sold out They gave me the option of paying for one and then they would call me when it came in. I told them no that I planned on going home with a saw that day.That in all honesty was probably a lie.Rather than letting me leave empty handed I bought the floor model for an amazing $250.00 discount They even took it apart and loaded it for me.All I had to do is put it back together.But that same store about a month later did me the same way you got treated. I still go there because I don't have that many options here.Maybe the guy that waited on you had not had his afternoon joint yet and he was cranky
ReplyDeleteDon't get me started on the big orange, and the big blue. I also gave up on human interaction years ago. I was looking for an item and I asked for help. He pointed me to another guy who pointed me to another guy who pointed me back to the original idiot. If I can't find it myself, I don't go there. If I actually need advice, I go to the local Ace. They have several old guys in there that know everything and are great to work with. Unfortunatley, I still have to go to big orange for some items. Maybe it would help if I spoke a second language, hmmmmmm.
ReplyDeleteIt could be you are on another planet. I have a big orange store near me. I go there quite often. The people there fall over back wards to help. Very courteous, friendly, smiling. Never,no never, not one problem. I would say 90% of the my tools, wood, or anything in the line of woodworking I buy from there. I even meet the people that work there on the street and they will greet me with a smile and ask me how I am doing. Some even remember my name. Sorry some of you had a bad experience. Tell the manager, complain!
ReplyDeleteBoth Big Blue and Orange and I have had our run ins. The most satisfaction I've gotten is after an email to HQ. (both stores)
ReplyDeleteI received and apology call from the store manager(s) asking me how they could improve the service and regain me as a customer.
I promptly told them both that I was available as a consultant at the measly cost of $150.00/hr.
When they were unwilling to pay my price I told them to figure it out for themselves as I do NOT work for free and that I would be checking back in the future to see if they had gotten it figured out.
So far I see no evidence of that happening.
Well... my experience with these stores is that they are hit and miss. Some of them have retired professionals working parttime for them. Learn what hours they work and your experience will be much better. Remember one thing though... these are building supply stores, not woodworking supply stores. There is a huge difference. Don't go to the big boxes looking for hardware either. You'll find much more selection at an actual hardware store; assuming they are still in business where you are. I find myself ordering more of what I need online as time goes by; including lumber.
ReplyDeleteWe use to have the Big Orange God Store in my town. I was very sad to see it go! The service was not bad in the tool department because I got to know the guys in that department very well. They knew me by name. Anyway... The service in that store was pretty bad! There was one guy in particular that I would always go to (from the tool department) if I needed help anywhere in the store and couldn't find someone decent to help me find something. They were right next to Lowes. Why? I have no idea... Lowes had been there for some time already. Now... Lowes is still there. I heard a lot of complaints about the Big Orange God Store. Mostly about the service. It was very hard to find help. I went to another store in another town about 50 miles away. The guy in the department was very helpful and even walked up to me! I complimented him on his service to the manager and said they needed more workers like him! All in all though... I miss the store in my town! The Big Orange God Tools they sell have the lifetime repair warranty and it is a good brand! The cordless drills even have lifetime battery replacement. They also had good wood! I miss them!!! Thats all I have to say about that!
ReplyDeleteWhen I go to Big Orange most of the time I can find what I'm looking for, There had been one day they where way overstaffed, (10ish customers,30ish employes) so they where eager to help. It kinda felt like they where following(and asking if i needed help) me around to keep me from stealing something. The register gal informed me of the accidental over staffing And they where bored out of their minds with nothing to do, all non-customer tasks complete. Other than that one day the assistance is advantage.
ReplyDeleteI totally feel your pain. I worked for the big orange idiots for six years...the story of why I'm no longer there is a long one that I won't go into here, but suffice it to say, I'm not a doormat for anyone. Basically they went to a system of control (I won't even dignify it with a less harsh word) that is called Six Sigma...if you look it up, it looks great on paper, like it would actually help your company...all it really does is force workers to move up the corporate ladder and if you don't want to do that, you are slowly but effectively forced out. The end result is that where there was once a nice former electrician (insert whatever skill here) who knew exactly what you needed for a particular job standing in the aisle ready to help, you now have a snot nosed kid standing there (if he's in the aisle at all and not smoking pot out by the loading dock) working for 1/3 of the pay that the skilled employee was working for. They didn't want people stocking the shelves and helping customers with excellent advice making over 18.00 an hour when they could put Bevis and Butthead there for a fraction of the cost. It's sad and it has sent me more than once searching endlessly on line for the parts or tools that I need when my local small town hardware store doesn't carry what I want.
ReplyDeleteMy experience at the Big Orange has been very good. I am retired so I go on a weekday just after they open. It seems to work out that the more experienced sales people are there and they are very helpful and seem to appreciate my being there
ReplyDeleteI live in a suburb of Atlanta where there are Big Orange and Blue stores on almost every corner. I found it frustrating to go to either of them looking for advice and to discover that I know more than the employees (and I am not a professional by any means - just a self-taught amateur). But then I started to build a house in a small mountain town. The local Ace employees knew even less!! And the selection was miniscule and the prices were astronomical. The nearest Big Blue was an hour away, Big Orange an hour and a half, but I found myself making the drive more than I care to admit. Be careful what you wish for when you get frustrated by the big stores, when they are gone everyone suffers.
ReplyDeleteI have to say that my experience with big Orange is mostly good. The local one accepts the Harbor Freight 20% off coupon, and I got a really good deal on my tablesaw. However - corporate has now decided that the local stores don't carry the large tools any more (and corporate doesn't accept the 20% discount). So - I missed out on the bandsaw deal. Most of the workers are friendly and try to help, and the service desk has gone out the way to be helpful. So - it really is dependent on the store that you go to.
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