I had a couple good experience with the store, but yesterday was a nightmare. It has been one of the rudest retail experience I got for a long time.
I was there a day earlier to buy exterior paints for base, trim and front door. Went through a few colors and picked all 3 of them. They didn't have the paint for trim, so I paid for the other 2 and ordered the trim paint for tomorrow pick up. The manager wrote down my number and said will call me when it's there, should be tomorrow morning.
Went back the next day around 3pm. Manager is not there. He was in corporate meeting. Claire txt him, found the based paint in the back but no record of what color I picked. I told her that he wrote it down yesterday. Nope, can't find it. I was told to pick the color (which I can't remember). I told her that i have ordered it yesterday and supposed to just pick it up. Nope, no record. I asked if there is a process in place for customer that order and pick up the next day? Her answer, he is his mgr, she doesn't question what he does. Can you call him? Nope, he is in a corporate meeting. He already spend 2 minutes walking out from the meeting to answer your questions. If you have any issue with him, he'll be more happy to answer your questions, just not now - he is in our corporate meeting.
I walked out from the store.
Here is my take:
I understand that it's not Claire whom take my order, nor it's her fault (most likely her mgr didn't wrote it down??), but her "DEFLECT" attitude is pretty bad - it's not my fault, if customer have any issues, talk to the manager. Question to SW CS: what is your process for customer order and pick up later/tomorrow?
