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Attn owner: please don’t ignore the bad reviews. I now know how valid the experiences of customers being treated as 'suspicious' and with 'accusing' tones are.
Just a week ago I was telling someone how much I liked Eugene True Value Hardware and I was happy to be a loyal customer at this local store despite knowing I could get most the items cheaper at a big box store. Then, just a few days later, I vowed never to shop there again and today spent $195 at Home Depot instead.
What caused this shift? Belittling and accusing remarks from their staff on register and manager (Doug).
In fairness and in hindsight, I may have misinterpreted their coupon policy — though I still believe the interpretation of one printed coupon “per visit” is a valid interpretation. Regardless, instead of quietly mentioning that my interpretation differed from theirs, I was made to feel like the intention of the checkout person was to shame me. When I returned to the store a few days later, I showed the manager, Doug, the coupon and said it was not clear. Instead of thanking me for being a loyal customer and apologizing for my bad experience, he doubled-down and said that I was “fraudulently” using coupons. Wow. I’ve spent over $1200 there this past year. Not a huge amount to them perhaps — but not insignificant to me. And used these monthly coupons perhaps a total of 10x throughout the months? So perhaps I saved $120 for my $1200 spent?
I need to mention that several employees have been a delight and helpful (the silver haired woman downstairs, the guy with a mustache, and others on the floor). But as an owner, you should ask the others to be kinder, less suspicious and accusatory of their customers — and if there is a difference of understanding — to be gentler in explaining the store’s unclear policy.
