Smyrna >Vickery Ace Hardware
The defensive response by frank f. is
just the sort of rebuttal one doesn't expect from a business trying to please its customers. Instead of an apology, he's defending the rudeness of an employee.
I, also, have encountered this same employee in this store, and his idea of customer service is, at best, mediocre, sometimes bordering on beligerent.
A business that's trying to please customers wouldn't declare that an indifferent employee is "beloved". The owners would talk to the employee about his/her attitude and apologize to the customer who was treated rudely.
There are other hardware stores in Smyrna, and it's quite easy for customers to take their business elsewhere. I finally did.
I am compelled to respond to the
complaint posted here by the disgruntled lady who felt slighted after a visit to our hardware store. We at Vickery strive to greet, converse with and serve any and all who are gracious enough to come visit and shop with us. There is much for an employee to learn at a hardware store and at times we in the management are remiss in teaching our youngsters as quickly as we should. On the customer service side however, we are relentless. Our customers come first. Always have and always will. Maybe this is why we have been in business since 1950. I regret deeply anytime that anyone has less than an enjoyable time while shopping with us. I entreat the angry lady to come back to us so that we might make recompense in some measure. We are an eclectic bunch at Vickery. From every walk of life do we spring. The one thing we have in common is our determination to make Vickery the one place where all are welcome, where all can bring their problems and have them solved with good advice, sound products and most importantly a smile. This good will we offer to all people even to one who would post harmful, hateful words about one of our most beloved employees in this most public of forums.
My husband and I have been customers of
Vickery (formerly Ace) Hardware for years. They usually have what we want and, more importantly, they're close to our house. It's usually hard to find someone in the store to help -- but we can usually find what we want without help.
I went to their store this morning to buy some screws for a project I'm working on. After looking at the screws in the back, I could find what I was looking for, so I went up to the desk, which nobody seemed to be manning. I waited patiently for someone return to the desk.
Finally, two employees appeared -- and completely ignored me. After a minute or so, another customer, (who apparently had stacked some stuff at the checkout while going back into the store to look for some more stuff) came to the front with the rest of his purchases. The fat employee with the grey beard immediately started checking him out. Meantime, another customer entered the store, and the other employee asked him what he could do for him and proceeded to help him with his "chainsaw" sharpening.
After the initial customer had finished checking out, the fat guy asked me if I needed some help. I pointed out that two other people had been helped ahead of me while I was standing there. He curtly replied that the first customer had had a key made and was, therefore, a "customer" -- and that "customers" got helped first. (I always thought that any person shopping in a store was a "customer", but this guy had obviously never heard of this concept). I then enquired about the guy who had just walked in the door and was immediately helped. The fat guy just shrugged and looked bored.
Since there didn't seem to be any interest in customer service in the store, I said that I would go elsewhere to find my screws. "Fine with me", he announced. As I left, I mentioned that my husband would probably no longer be shopping there either. "That's fine with me, too", he retorted.
This store has now lost two long-time customers (myself and my husband). I wonder how many other customers they've lost because of their rudeness and indifference?
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