I have been a regular customer of this store for years. It is a small store with limited choice but it's convenient and most of the emplyare helpful and friendly. However, in the past 9 months I have had two issues. In both cases Customer Service was problematic. In the first case, there was a mistake with pricing that was more challenging to resolve than one would hope. In the second, it was impossible to get the manager to admit a mistake was made. In this instance we purchased several cans of paint. One of the cans spilled in the car on the 5 minute drive home. My niece's husband, who had picked up the paint, called and spoke to the manager who said he would review the video. He insisted that all cans were closed. I spoke to him. My family owned a paint store and it's obvious that the employee put the lid on and hit the can a few times with a rubber mallet. It's also obvious that one side popped up slightly and was left that way instead of being sealed properly. Although he admitted that this happens and that properly sealed cans don't simply pop open, the manager refused to admit that this is what happened or that it was even possible in this case. Why not simply admit a mistake was made, apologize, and speak to the employee to ensure they don't make the same mistake again? We hadn't asked for anything (although of course we expected them to ensure the paint was removed if we couldn't remove it--and replacing spilled paint would have been a nice gesture too). First and foremost though we expected an admission that a mistake was made and an apology. It is when there's a problem that customer service matters most. Instead what happens far too often these days is an absolute refusal by businesses, like this one, to admit to a mistake. If businesses want customer loyalty, they need to provide honest and fair Customer Service. read more
