( Summary for the TLDR crowd: Good store runs off loyal customers by not managing checkout.)
Harbor Freight has changed a lot from what it used to be when I first started going there. Maybe not so many incredible bargains anymore; but balanced against some overall improvement in quality, so not necessarily a bad tradeoff.
This is a really good store with many recent improvements. The interior is bright and clean, and the displays really draw the customer in. They have an incredible inventory; a truly comprehensive supply for DIY. Unlike many other stores that sell similar merchandise, it can actually be fun to shop here. The days of free items are gone, but if you follow the email ads closely, there are still some deals to be had.
But what is driving me away from HF and back to Lowe's and Home Depot is the service, or lack thereof. And it's a training/policy issue- not the employees themselves. The issues are many, and I see no end in sight, so I frequently skip a visit to my used-to-be favorite store and head directly to the other guys.
How doth ye fail me, Harbor Freight? Let me count the ways......
1. No return process; the unsuspecting customer is consistently burned by getting in line behind someone who is carrying merchandise not for purchase, but for RETURN, which inevitably results in a spirited 20 minute "debate" while the line behind grows deep into the aisles, cutting off customers from moving about the store. It is a really, really uncomfortable position to be in, but why? Let's be real here- if you are selling tons of items that are of not the greatest quality, you can expect a high rate of return, so instead increase sales by speeding up the process, which means a dedicated return window/line, including a more experienced employee to expedite the process.
2. Extra Sales Pitches: Warranty: "sir, would you like to pay an extra 22% for this item for the chance to argue with us about the quality at a future date in this very same checkout line?" And don't get me started on the whole special discount club offers. These processes might, maybe, perhaps result in higher sales, but always, always at the expense of those lost souls in line behind, a few of which are going to let go of the items in their hands and walk. IT TAKES TOO LONG Call off the dogs and find another way to increase revenue- like, for example, making more sales by not running off customers who don't like standing in lines.
3. Registering Items/Signing up for emails: C'mon here.......set up a little kiosk; some electronic booth so that people can complete this sort of stuff for themselves rather than torture customers who are subjected to an address or name spelling lesson; heck, let 'em do it online at home, or in the car on their iphone- anywhere but in front of me in the checkout!! Print the terms of the sale on the ticket instead of giving verbal warnings like a 7th grade teacher; "If you turn this on, the motor may burn up." Also, let people just buy stuff anonymously if they want to instead of trying to be the reincarnation of Radio Shack.
4. Access to Items If you can't put every single item out on the floor for space reasons, could you at least have one or two out there so the potential buyer doesn't have to tackle an employee to get the goods? If you can't do that, could you at least make sure there is a floor model complete with sign saying the item is available and how to ask for it? This is especially frustrating during busy hours. You have interested buyers wandering the floor for an item they know you have, but cannot find.
If you made it this far, you should notice that the bulk of the above issues are checkout related, yet oddly, not really related to the performance of the cashiers, who are doing as they are told. This is a really great store with some great merchandise and values, but HF has managed to convert me from a diehard fan to an occasional shopper. read more
