Sunpro Rexburg is well stocked with hardware but I’ve had decidedly mixed service there. One saleswoman is exceptionally helpful, pleasant, businesslike, professional—quick to ask if you need help, and leaps to the task, cheerfully and efficiently. When she is not working, however, customer service can be exceptionally poor. I was trained in excellent customer service at a bank and know the challenges of the front line, so in turn I try to be a good customer by always being pleasant and polite.
Yesterday three salespeople were at the Sunpro counter in a virtually deserted store. I was cheerfully greeted by the long-time male employee. “Great!” I thought—off to a good start. Two young women at the desk stayed engrossed in their affairs as I searched fruitlessly for what I needed. No-one offered any help, so I finally approached the desk. One of the women was snacking on a bag of beans. I had to be the first to speak: “May I ask a question?” She continued snacking, and remained rooted to her spot as I politely explained that I’d searched for a specific bolt, but given the large selection had been unable to find it myself. She then unhelpfully replied, “it’s in aisle 8.” I’d just spent a lot of time searching aisle 8 to no avail. Seeing that I expected a bit more help, she reluctantly left her snack. Once found, we both identified the price per piece at 19 cents. I then counted out the 10 pieces I needed into my open hand so she’d know how to charge me. Instead of accepting this simple expedient, she insisted on giving me a lecture on how to write down the item amount and price, then directed me back to the desk where someone else would presumably ring me out. When we reached the desk, however, she had to ring me out anyway as the others suddenly picked this exact moment to leave for lunch.
Another time I special-ordered a 4x8 piece of 3/4”, pressure-treated plywood. While picking it up, I noticed a “2 free cuts” sign on the sales desk. Huh, 2 free cuts would be helpful! The long-term male clerk enthused with me that this was a great service. So I drew out exactly what I needed on a scrap of paper. Totally doable, I was told. I was then directed to the lumberyard where someone would cut the plywood for me. The man in charge of cutting that day was clearly new on the job. The cutting machine was half-buried under scraps of lumber. He had never worked it before. I had to explain to him how the machine worked, then watch him fumble to line up the job. I had to help him figure it all out. He felt embarrassed, I’m sure—I sure did, for his sake. I should have followed my gut and aborted mission. Instead I let him proceed. His measurements were off and near the end of the cut my piece hung up on some of the piled lumber. I got a long, crooked cut that was significantly off my required measurements. When I pointed this out, the man became flustered and swore he’d pay for the mis-cut piece himself, then got a supervisor. I had 2 choices. Wait for a new piece or take this one at full price. He would not even offer a discount, or free mending pieces for my trouble. I felt so terrible for the man who’d clearly received no proper training that I agreed to take the plywood home and work out a way to use it. Before I left, I went back inside and explained to the male clerk about the mishap and badly-needed training. Another yard kid could not identify a 2x2 framing piece to load.
Once I was charged for the 1/2” T-111 siding I needed, but was loaded up in the yard with 3/8” particle board instead. The surface side is similar and I failed to note the error until after cutting my pattern pieces. When I returned to explain, Sunpro’s clerks didn’t apologize and offer to make it right, instead arguing with me over my simple, minimal request for a refund for the difference in price. Even the manager balked.
I go to Sunpro because they’re a nearby, well-stocked hardware store. Most of the time there things go OK. Too often tho, they go seriously awry.
In short, hardware is well-stocked, but management is poor. Staff not well trained.
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