|Category:||Home Improvement Store|
|Address:||3701 50th St, Lubbock, TX 79413, USA|
|Working:||7:30AM–9PM 7:30AM–9PM 7:30AM–9PM 7:30AM–9PM 7:30AM–9PM 7:30AM–9PM 10AM–7PM|
We purchased a Frigidaire refrigerator on Sunday, February 17, 2013. We SPECIFICALLY asked if they would hook up the water line for the ice maker and water dispenser. The young lady at the counter told us that they would try to get it as close to where we wanted it as possible, but they could not hook it up for us. When the delivery guy brought the frig we were informed that they are not insured to go into our home and they would unload it in the garage. So, we were charged $65 for dumping the frig in my garage. Since we are not in that line of work, we dented the door on the frig trying to get it in our house. I called the local manager, David, to let him know the situation and that they should better train their sales people to make sure that they knew what they were talking about. He became very rude, saying that the girl had been their long enough to know and that my wife must not have asked that specific question. I manage an automotive service center and know what customer service is all about. To take the attitude that it must have been the dumb customer and not offer to re-train the employee and apologize for the problem and the misunderstanding tells me ALL that I need to know about Sutherlands. I can tell you that after this experience, I WILL NEVER darken the door of another Sutherlands since this is the type manager and attitudes they have running their stores. I am VERY, VERY disappointed in my experience and it completely undoes any value added in getting a good deal.
My husband & I were very disappointed in our experience at Sutherlands. We we charmed, at first, by the small business vibe, but it turns out that customer service falls severely short. They do not keep employees trained in their departments, so by all means, find something at a cheaper price, but dont expect to be able to ask a question. We were assured that we would receive a call when our order arrived and to check back in a week or so. We went in today - 10 days later - just to check in because we hadnt been called yet. Our order was "lost" and the "manager" David is simply the poorest excuse of a manager Ive come across in quite a while. When asked why our order was lost, he said there was "nothing he could do about that, soooo what do I want" him to do about it? He then engaged in what I am sure he feels was an intimidating staring contest. He just stared at me! He broke eye contact first (I win!) to advise me that I should "walk a mile in his shoes." I gladly agreed to do that if he would walk a mile in mine in return! Overall a ridiculous experience and I paid $40 more for a similar product elsewhere, but was treated with respect and consideration while doing it.
Today my wife and I were shopping for garden plants. The young lady with blonde hair with a mans haircut was very rude. My wife ask about the plants that were in an add (4 plants for $1.79) and her reply was "We dont have any". We went on about our shopping and found all the plants we needed for our garden at a higher price. Not upset at the price really because Sutherlands has good products. As we were checking out the young lady was VERY RUDE..Evidently she was the only one working the garden dept. We spent almost $200.00. No thank you, come back, kiss my butt ,or shop somewhere else. Tried to talk to her and was ignored the whole time checking out. We have been in Lubbock a short time and we always shop Sutherlands in Amarillo while living there. Never have we been treated this way in Amarillo. We will do our shopping at another competitors company before ever shopping Sutherlands again. We have spent over $2000.00 at this place in the last 5 months. They will never get anymore of our money.
I wasnt happy with Sutherlands. I needed help with a sink I liked, a worker walked past me and I asked if he could help me. He just held up his finger for me to wait. He kept on walking and went and stood at the counter where they sell paint. He wasnt helping any other customers just was standing there for a while so I asked another worker if he could help me and he rolled his eyes at me like I inconvenienced him. I told him the sink I wanted. It wasnt in Stock. He told me I could buy the display model but had to pay twenty dollars more for them to take it down. I was asking him why and another worker walked up and he walked off. The manager also would ride on the fork lift and act like you are in his way. I was standing in front of the sink display looking at the sinks. He was not friendly at all. It was too much for me I feel like I do not want to to spend my money and time there just to be treated like an inconvenience. I left there frustrated.
A Private User
I just about refuse to go anywhere else - the prices are decent, the sales are great, the store is laid out well and I can find things without having to walk myself to death!! Many a time Ive started out at the big box stores only to wind up at Sutherlands because I couldnt find anything, including help at the big box stores! One day I was interested in countertops. Big Box As personnel stopped waiting on me to go and find something for another customer. Big Box Bs personnel wasnt in that day and no one could help me or tell me when they would be in. Sutherlands - the design person was there, helpful, knowledgeable and friendly! Difference of night and day. During our recent remodel most of our materials came from Sutherlands. We also bought one of their garage kits. It was a great deal for the price!
I drove from out of town to buy Stihl chainsaw. The Stihll sales person was helpful knowledgeable, but I was not told I couldnt use a check on a steel product until I got to the counter. I would have, should have bought it in another place but I could not find the feature on other chainsaws that I found there. I drove them out of town again went to the bank and got cash is in the chair and went back. The tall gentleman in customer, I guess, support was not helpful or apologetic and made me fill out another registration form. I will but Stihl but not from there.
I needed a metal pipe cut that I had bought from Home Depot the same day. I went to Home Depot to have it cut down (I measured wrong), and they couldnt do it because their machine has already been tagged out. I went down the street to Sutherlands and got there as soon as they were closing. They unlocked and opened the door for me and cut a half inch off the pipe with a handsaw free of charge. I appreciate good customer service even when employees are ready to go home at closing time. Thanks guys!
Terrible customer service! I asked at the front desk for help in fence picket area. I waited 15 minutes and no one showed. No store clerk even asked us if we needed help. Also, the outside of the store is trashy, paper and litter all around the front of the store. It looks like it is not taken care of. The store has a nice layout and lots of merchandise but needs some work on customer service.