Worst Retail Experience I've Ever Had - Coeur d'Alene Harbor Freight Completely Failed
I purchased this hutch from the Harbor Freight store in Coeur d'Alene, Idaho. My credit card was charged immediately, yet I waited nearly six weeks for the item to arrive. During that time, I visited the store multiple times to check on my order because no one ever contacted me with updates.
Eventually, I received an email stating the hutch had arrived. I drove to the store to pick it up. An assistant manager confirmed my order, personally escorted me behind the chained employee area, and showed me the hutch to verify it was the correct one. After confirming it, I started walking back to the front of the store to complete the pickup.
Without warning, another employee aggressively confronted me, demanding to know why I was in the back. Even after I immediately pointed to the assistant manager who had personally escorted me there, the employee continued arguing with me and treated me as though I had done something wrong. I was simply following the assistant manager's instructions.
The situation only became worse when I expressed my concerns. Instead of receiving an apology or any attempt to de-escalate the situation, I was met with defensiveness and what felt like retaliation for speaking up. Rather than acknowledging the poor treatment, the staff acted as though I was the problem.
After waiting a month and a half, being ignored throughout the ordering process, and then being treated disrespectfully in the store, I decided I no longer wanted the product. I requested a refund so I could take my business elsewhere.
The assistant manager then appeared frustrated that I wanted to cancel the purchase and essentially told me I could handle the refund myself instead of assisting me. That was the final straw.
From beginning to end, this was one of the worst retail experiences I have ever had. The communication was terrible. The customer service was worse. The professionalism was nonexistent. No customer should have to wait six weeks without updates, only to be treated with hostility while picking up an order they already paid for.
The Coeur d'Alene Harbor Freight location desperately needs better management, significantly improved employee training, and a complete overhaul of its customer service culture. I have spent thousands of dollars with Harbor Freight over the years, but because of this experience, I have no intention of shopping at this location again. I ultimately contacted my credit card company because dealing with the store had become more frustrating than it was worth.
If Harbor Freight values its reputation, I hope corporate takes a serious look at what is happening at the Coeur d'Alene store. No customer should be treated this way. read more
