5 stars for being open during this lockdown and providing curbside pick up for home hardware needs. Even the outside garden centre was open where you can walk around and purchase plants and gardening needs. Thanks for supporting your local community during this time.
0 star for management. I ordered some stuff for curbside pick up, I got pick up email after 3 days. I am okay with that, I understand they have large number of orders coming, plus they also mention in their confirmation email that it might take more than regular time for order to process. That's all good, they set the expectation right.
However major issue is when you go for pick up. They have around 25 curbside parking slots, all numbered. When you reach, you are supposed to check in online with your order details and parking slot number. Sounds good,right? Here you are assuming that they know a certain person with this specific order is waiting at this specific parking slot, so they will bring your order out to you, where you are parked. But it's totally opposite of that. I think only 5 reps were bringing orders out and they were bringing few random orders with them and going to every car to check whose order they have. I was shocked. Why do the online check in, if you are bringing random orders out and checking with everyone to see if that's their order. Total failure, they had no clue what was happening. They were running around like headless chickens. I had to wait 90 minutes to get my order. During that time reps came to my car multiple times to check if the order they had was mine.
I am giving overall 3 stars as they are still supporting us with our needs during pandemic. However they can do much much better to manage their process. I will try a different store next time. read more