I was pretty disappointed today while shopping at the East Lansing Home Good's store. I came upon an item that was clearly damaged...not just scratched, but damaged to the point that a piece was missing. When inquiring to a staff member if there would possibly be a discount taken because I would need to have it repaired through a carpenter, she responded that she could only take 10% off. I told her that it would cost me more to have it repaired than the 10% off (the item was $69.00). I asked if should could contact another store to find out if they had it. Irritated, she said that she was only allowed to call two stores and that if they didn't have it that I would have to continue the calling myself. When she returned to tell me that the two other stores didn't have it, I excitedly shared with her that I found another one over in the clearance section that was marked down to $40.00, but it didn't have any damages, however, the color was red. I assumed at this point she would merely match my damaged item at the clearance price. Nope. She indicated that it was an older product and that she still couldn't come down any lower on my product. I looked at her completely puzzled and said that it was the exact same product. She wouldn't budge and took the damaged item to the front of the store. As I was leaving, I shared in a kind, non-confrontational way my frustration with one of the floor supervisors. I told her that I was a good customer and that just last week I had spent over $225.00 in her story, to which she replied, "I'm sorry....it's just our policy."
It appears to me that the art of customer service has been lost. At least at this store. I've been a big fan of Home Goods and often share my wares that I've purchased with others. I have the ability to go to three different Home Good's in my area...obviously East Lansing will no longer be on that list. read more