We were very excited to look at (and hopefully purchase) exotic hardwoods for a new project at this business. We drove nearly 30 minutes to get here, and entered the business with high expectations on a Saturday morning.
There was perhaps one other customer in the store when we arrived. There were two guys standing at the counter; they barely looked at us, let alone greeted us or asked us if we needed help. After wandering around briefly, we asked for help with our long list of items. Almost immediately, we asked if they were able to cut long boards so they would fit in our vehicle; we were told that since it was always so incredibly busy, they don't do cuts on Saturdays. We looked around, no other customers at all, both guys standing behind the counter doing nothing. My husband laughed,and said, "you're kidding, I take it?" joking around... and the guy behind the counter, said, "no. We don't do cuts on Saturday. It's too busy." Cue the crickets in the cavernous empty showroom.
So we start talking about what we need, and what we are building. We have a long list, and we are interested in ideas about where to start or what wood would be best for our project. The guy doesn't offer any suggestions, doesn't offer any information, doesn't ask any questions about our project, just starts leading us around and measuring based on the numbers my husband is throwing out. He will answer pointed questions, but there is no personal interaction, no... customer service. Isn't this your job? To help people? To advise, measure, SELL wood? I understand that we aren't contractors or seasoned builders and perhaps annoying to such a wood-selling professional such as yourself, but, really, couldn't you look at the list, see what we need, and take it from there?
Grudgingly, the guy offers to do "a few" simple cuts so the wood we eventually pick out will fit in our SUV. "But you should hurry up and finish if you want them cut, because we are always slammed on Saturdays" There is still only one other customer in the store, not even being helped by the other guy who is still standing behind the counter. The guy also tells us that they don't have any twine to tie it down to our vehicle as usual because it "was stolen and we didn't buy any more."
As we try to decide how to get the lumber home (at this point, not even cut, but still no customers), we ask for ideas. The guy asks where we live and says they can deliver it for $50 but it would be several days. I manage to suggest we go to Lowe's to buy rope to tie it to the roof of the SUV (since they are obviously not even going to bother to cut it for us).
These two guys behind the counter could care less about this sale. It may not have been for thousands of dollars, but surly, borderline rude salespeople caused us to leave and spend our significant amount of money elsewhere. We will also take all future business elsewhere. read more
