I hate shopping at the San Carlos Home Depot.
There — I said it. (I feel better already.)
And from what I gather from talking to others, I’m sure I echo their sentiment as well. Don’t get me wrong — I am a huge fan of having a “big-box” home improvement store in San Carlos. One of the things that gives San Carlos so much charm is that its residents generally take meticulous care of their yards, so landing a Home Depot in San Carlos is a real coup for this town. So why do I dread going to this particular store?
Having lived in San Carlos for nearly 20 years, we’ve spent quite a few weekends (and paychecks) at the local Home Depot. But going to this store has never been a pleasant shopping experience. The one exception? The paint department does a phenomenal job with the Glidden Team Colors line. Granted, I admit that I’m an impatient shopper (make a list, get in, get out = happy shopper.) But as sure as the sun will rise, one of the following will likely happen when you shop at this store:
- They won’t have what you’re looking for.
- If you need help finding something, good luck getting help. Finding someone in an orange bib is as likely as finding a 6.5″ roof vent cap (I struck out on both counts last time.)
- If you do find what you came for, you’ll be in line for a long time to pay for it .. and don’t get me started on items without price tags.
What perplexes me is that I haven’t had this experience at other HD’s. At the Home Depot in Roseville, they actually have a greeter at the door who will point out which aisle your item located, and the store is well staffed with helpful people — this might have something to do with the fact that there’s a Loews just a few blocks away. But even the locations in Sunnyvale and Santa Clara are generally better stocked and staffed.
Has something changed?
Yes. Despite how it may appear, the purpose of this post isn’t to bash Home Depot. On the contrary, I’m congratulating them….because it’s very evident that they are making big changes. The past two times that I (reluctantly) went into the store, it was VERY apparent that the store has increased their staffing significantly. I saw more orange bibs in one visit than I have saw in an entire year of shopping, and there were more registers open.
But what’s more important is the mindset of the store. If I had to guess, I’d say there has been a whole bunch of customer service coaching going on behind closed doors, because employees now really seem to go out of there way to help you find what you’re looking for. (Before, you almost felt like a panhandler when you approached someone in the store.) I am absolutely thrilled to see this change.
They still need to get their arms around their inventory problems, but after years of getting bashed on sites like Yelp, Home Depot is finally making some welcome and necessary changes, and for that I applaud them.
They clearly got the message.
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