Dang it, I really wanted to like this place! But every time I've visited, the staff has made me feel like an intruder.
The first time, I went into the office and was greeted with bemused confusion from the employees there. They had to wander the yard to find the person who was supposed to help customers, who greeted me with "we're closed." "I'm pretty sure you were open when we started looking for you." Reluctantly and with barely concealed exasperation, he instructed me in how to fill a customer-provided bag.
I figured that negative experience was probably just because I'd unwittingly showed up right at closing time. (Apple Maps had the wrong hours. Oops!) Frustration is understandable. Maybe they'd had a long day. I figured I'd give the place a second chance.
This time, I went to fill my bag as instructed last time, and the same guy came out to chastise me for not coming to the office first -- the same office where I'd been met with confusion the time before. He was, if it's even possible, even more of a passive-aggressive jerk this time around. ("You might consider a sign to help people know what to do...." "There's a big sign there that says 'Office.'" Thanks, dude.) The cheeky good humor of their web site was nowhere in sight. I left disappointed and ticked off.
I truly feel for folks working in customer service. Been there. Customers show up, wanting unreasonable things, doing things wrong, always needing our hands held. It's so frustrating! But the fact is that the cornerstone of customer service is making unfamiliar and disoriented people feel welcome. Hiawatha Supply failed at that job.
It's possible that this is a great place for landscaping contractors placing large orders. But for us regular folks just working on our gardens, I suggest going elsewhere -- somewhere we're actually welcome.
I don't care to go back, and I have no doubt from the staff's behavior that the feeling is mutual. read more