Harbor Freight Customer Service or lack of

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Band Saw Box

Band Saw Box

Passed Away Dec 8, 2021
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Joined
Sep 21, 2013
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Location
Hampton, VA 23666
Evelyn and I went to Harbor Freight yesterday so she could buy the lathe I wanted. I was an I Love You Gift so it was important that it was just right. The lathe was on sale for $194.99 and I had a 25% off coupon. We found the lathe and I looked around for a cart to set in on. I asked one of the store associates if they had and carts I could use, he told me the shopping carts were outside. I said I wasn't sure the lathe would fit, he made said "oh that really big lathe" and said as soon as he was done with what he was doing we could use the cart he had. Evelyn and I picked up the box and started carrying it to the front. At this point he came back ask us to put the box down and got a shopping cart and set the box on the cart. At this point I noticed the box had some damage and I asked if they had any others he told me know and that the lathe would be fine. (I should have looked much closer).
When I got the lathe unpacked I found that the tail stock spindle lock screw was badly bent. I packed the lathe back up and took it back to the store. The told the sale associate why I was returning it and I got my money back but I did not get my coupon back. She told I could find another coupon in any Sundays paper,but since the coupon was used I could not get it back and she did not refund me the $194.99 the lathe cost. I asked her when they would have another lathe back in stock. She told me they get a truck in every Thursday and that it might be in tomorrow but maybe not and that I should just call and check each week. I ask if I could get the lathe for the sale price if it did not come in until next month and the sale would be over, she said I should be able to ( she really didn't know) I said that the lathe should not have been out for sale as damaged as the box as. She said " believe me we get thing in that are damaged all the time" as if that was something to be proud of. To say the least the two of the people we had to deal with lack good customer service skills.
I ordered the lathe on line for the sale price and was able to use another 25% off coupon. I had to pay $6.99 for shipping but it was worth not having to go back to that store and I wont have to load and unload it.
Evelyn is going to call the store manager tomorrow and let him know about our experience. We'll she what he has to say.
 
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Id like to say I'm surprised. It is what it is. I've had some decent experiences there and some mediocre. If you want good support go to woodcraft. The guy there helped me load mine in the truck, asks me how I like it when I stop back in and knows my name. They don't offer a $194 lathe though. Usually the cheapest places don't have go the extra mile support.
 
you go to the store that sells cheap stuff, imported from China, at the cheapest prices around and then are surprised at the horrible customer service?

there's a reason that store is nicknamed "Horrid Freight" - and I think you just figured it out.

:biggrin:
 
I go to Harbor Freight every once and awhile. When I go into a store like that it is not because they have good customer service, but cheap tool that I may need.
If you are looking for a good wood lathe at low price look at grizzly, delta, or jet. For metal lathes it would be little machine shop, grizzly or jet. They may be more expense, but these tools are the back bone of your shop, hobby or not. I learned a cheap tool is not inexpensive. It becomes very expensive when you have problems with it either brand new or used over time.
 
I don't think they could give you teh coupon back, as it has to be included in their cash-out, as you used it to pay the first time.

A few damaged boxes are to be expected in a place that wholesales machinery - never buy hte one with the broken box, as it shows it's been mishandled at some point.

Re: the 195 back - didn't you pay less than that? They wouldn't give you back more than you paid...I'm confused about what you are saying there...
 
my many years of experience here in the Portlnd area for Harbour Freight has been positive except for 1 occasion and that was 5 years ago. Minor as it was.

You may have just won the negative customer service lottery.
Russ
 
Horrible Fright, every store is a new adventure, they even have the ability to change to staff from day to day. The staff can be changed as often as a baby's diaper. An adventure in shopping, like a full frontal lobotomy, you never know what will happen to your mind during the time spent in one of their stores.

But I get my fix for cheap tools usually about once a month, my psychiatrist won't allow me to shop there more than once a month. He has maxed out my meds, said if I exceed my monthly Horrible Fright allowance he will have me committed.
 
I don't think low prices or were a item is made should mean poor customer service and as customers we should not except it. Do you treat a customer who buys a $100.00 pen form you different then one who buys a $25.00 one. I've work in retail for many years and I always try to give each and every customer the best customer service I can.
I know I can buy a better lathe but at this time I think the HF lathe will work just fine for me and with the number for folks here that have it and are pleased with it I feel it's a good buy.
 
IMO, there are at least two major aspects to customer service - company policies and individual employees.

Both are important but an employee who really cares is great. Of course that varies from store to store, shift to shift and person to person.

As far as the lathe, it seems like the most lathe for that money anywhere. I was fairly impressed with it and it has gods reviews.

However, with the rikon on sale for $329 the only way I personally would buy the HF is if I truly didn't have the extra $150. I guess it's a little more difference than that with the coupon.
 
I don't expect much customer service from ANY store that employs minimum wage workers and offers no type of commissioned sales.

maybe I have been conditioned...
 
I had to pay $6.99 for shipping but it was worth not having to go back to that store and I wont have to load and unload it.
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By the way you will have to unload it if it weighs more than either UPS or the post office delivers which is 80 pounds. Most freight truck delivery is tailgate not to the door.

It depends on the store and the amount of abuse heaped on the workers by idiots that came before you. It amazes me how many people go into HF with an attitude. And looking to pick a fight about the products with the people working the floor.

Like I told one idiot that was harassing a women that works there how stupid are you? She has nothing to do with the design, import or the longevity of the tools. She stocks the shelves, helps customers and trains cashiers! I told him why didn't he go to one of the chain stores and try giving their people a hard time.

I don't know if it was I scared him, or it was the large heavy object I had swinging in my hand.:wink:
The employees get a lot of verbal abuse from dimwits. And the turn over is great due to it and lower pay for starting.

The local store here you go to the cashier and they have somebody bring it out from the warehouse if they have it in stock.

Hope it works out for you. I have the table top lathe and like it a lot. I also have a shop full of their tools and the return policy can't be beat if you need it.
I am a long time customer from back when he had one pages ad in magazines selling nuts and bolts!
:clown:
 
The Penguin said:
you go to the store that sells cheap stuff, imported from China, at the cheapest prices around and then are surprised at the horrible customer service?

there's a reason that store is nicknamed "Horrid Freight" - and I think you just figured it out.

:biggrin:
Click to expand...
What is the connection? Where the stock comes from has nothing to do with the service at the seller - I get pretty good service at Wal-Mart, where almost everything comes from the cheapest place they can get it.
 
We have two HF stores within five miles of us. One has excellent customer service...the other not so good. I think it just depends on the store manager. Just don't expect to get champagne products at beer prices. I have bought a lot of tools there. If I am only going to use a tool on an occasional basis, I don't hesitate to buy one of their tools at a quarter of the price I would pay elsewhere. But I don't expect them to hold up to daily use, either.

Basically you get what you pay for. A notable exception has been their lathes. They have been real workhorses. The other thing I got there that I couldn't live without is the five gallon electric (battery) sprayer. We have desert landscaping and it is a constant battle against weeds...also a very large yard. The battery operated sprayer (strapped to a little luggage cart with large wheels) makes spraying RoundUp a much easier task. It was $90 at HF and I've been using it for five years now.
 
sbwertz said:
We have two HF stores within five miles of us. One has excellent customer service...the other not so good. I think it just depends on the store manager. Just don't expect to get champagne products at beer prices. I have bought a lot of tools there. If I am only going to use a tool on an occasional basis, I don't hesitate to buy one of their tools at a quarter of the price I would pay elsewhere. But I don't expect them to hold up to daily use, either.

Basically you get what you pay for. A notable exception has been their lathes. They have been real workhorses. The other thing I got there that I couldn't live without is the five gallon electric (battery) sprayer. We have desert landscaping and it is a constant battle against weeds...also a very large yard. The battery operated sprayer (strapped to a little luggage cart with large wheels) makes spraying RoundUp a much easier task. It was $90 at HF and I've been using it for five years now.
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I had a HF 10 inch mitre saw that did me just fine for 6 or 7 years with some pretty heavy use - I wasn't using it for close work but I did use it a lot. I paid $109 for it and after I got my Bosch I sold it for $75 and my neighbor will use it for the rest of his life. I did put a good blade in it, but I also did that with the Bosch.
 
PTsideshow said:
I had to pay $6.99 for shipping but it was worth not having to go back to that store and I wont have to load and unload it.
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By the way you will have to unload it if it weighs more than either UPS or the post office delivers which is 80 pounds. Most freight truck delivery is tailgate not to the door.

:clown:
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I think that if there is no overweight charge it probably isn't shipped freight. I have always had good success with getting the driver's to help me out with freight deliveries, they usually have a dolly that they'll let you use.

Actually I think the USPS weight limit is 70 pounds, but FedEx seems to indicate they'll take 90 pounds but it would have an oversize charge.
 
Smitty37 said:
sbwertz said:
We have two HF stores within five miles of us. One has excellent customer service...the other not so good. I think it just depends on the store manager. Just don't expect to get champagne products at beer prices. I have bought a lot of tools there. If I am only going to use a tool on an occasional basis, I don't hesitate to buy one of their tools at a quarter of the price I would pay elsewhere. But I don't expect them to hold up to daily use, either.

Basically you get what you pay for. A notable exception has been their lathes. They have been real workhorses. The other thing I got there that I couldn't live without is the five gallon electric (battery) sprayer. We have desert landscaping and it is a constant battle against weeds...also a very large yard. The battery operated sprayer (strapped to a little luggage cart with large wheels) makes spraying RoundUp a much easier task. It was $90 at HF and I've been using it for five years now.
Click to expand...
I had a HF 10 inch mitre saw that did me just fine for 6 or 7 years with some pretty heavy use - I wasn't using it for close work but I did use it a lot. I paid $109 for it and after I got my Bosch I sold it for $75 and my neighbor will use it for the rest of his life. I did put a good blade in it, but I also did that with the Bosch.
Click to expand...

I've got a HF 10" sliding compound miter saw too. Works just fine. It doesn't get a LOT of use, but it does its job just fine. I also have their floor drill press. Replaced a little benchtop drill press with it a few years ago. My only complaint is that the quill travel isn't quite long enough for some of the things I want to do.
 
Smitty37 said:
The Penguin said:
you go to the store that sells cheap stuff, imported from China, at the cheapest prices around and then are surprised at the horrible customer service?

there's a reason that store is nicknamed "Horrid Freight" - and I think you just figured it out.

:biggrin:
Click to expand...
What is the connection? Where the stock comes from has nothing to do with the service at the seller - I get pretty good service at Wal-Mart, where almost everything comes from the cheapest place they can get it.
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don't highlight part of what I said - look at the whole thing.

and Walmart?

if that's your idea of "good" service, well - I'm sorry.

I avoid Walmart at every possible opportunity. I can count on one hand the number of times I've been in a Walmart this year - and still have fingers left over.
 
The Penguin said:
Smitty37 said:
The Penguin said:
you go to the store that sells cheap stuff, imported from China, at the cheapest prices around and then are surprised at the horrible customer service?

there's a reason that store is nicknamed "Horrid Freight" - and I think you just figured it out.

:biggrin:
Click to expand...
What is the connection? Where the stock comes from has nothing to do with the service at the seller - I get pretty good service at Wal-Mart, where almost everything comes from the cheapest place they can get it.
Click to expand...
don't highlight part of what I said - look at the whole thing.

and Walmart?

if that's your idea of "good" service, well - I'm sorry.

I avoid Walmart at every possible opportunity. I can count on one hand the number of times I've been in a Walmart this year - and still have fingers left over.
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The highlighted part of what you said implied a connection between where a store buys their stock and the service you receive when you shop in the store. I had no problem with anything else you said - only that connection.

I wonder what kind of problems do you have with service at Wal-Mart? You weren't very specific.

I actually find it pretty hard to find better service (impossible at a discount store) and their return policy is second to none. Of course I have no idea what you think of as good service.

If you don't shop there for whatever reason, that is entirely your business. I have a pretty long list of stores that I don't shop at.
 
If I meant for someone to only pick 1 part of my statement and analyze it - that's the way I would have typed it.

I won't get into Walmart. You're the one that says that they have good service. I disagree. Vehemently. Maybe if YOU live in a small town or visit a small town Walmart they have good service.

For the most part around here - walmart wouldn't know good customer service if it sat on their face and wiggled.

ever seen Rainman? If they remade it these days - Raymond would say "Walmart Sucks"
 
It is what it is

I go to Harbor Freight once a month whether I need to or not. The cheap prices are just too much to resist. You cannot shop there and expect good service or advise. They hire people who have no interest in what they sell, they don't know what it does and really don't care. But that is OK since everything is so cheap. Your just have to adjust your expectations.
 
The Penguin said:
If I meant for someone to only pick 1 part of my statement and analyze it - that's the way I would have typed it.

I won't get into Walmart. You're the one that says that they have good service. I disagree. Vehemently. Maybe if YOU live in a small town or visit a small town Walmart they have good service.

For the most part around here - walmart wouldn't know good customer service if it sat on their face and wiggled.

ever seen Rainman? If they remade it these days - Raymond would say "Walmart Sucks"
Click to expand...

Still not very specific are you? I do get good service at our Wal-Mart. Also, great prices. Additionally, since it is 95% self-serve I have a hard time figuring out what poor service would be.

If I ask where to find something, they show me.

If I want to return something, they take it back with no questions asked and refund my money.

If I want to exchange something it's smooth as silk.

If I need help loading something on my truck all I have to do is ask.

If something rings through at the wrong price. They fix it.

If I want to try on a shirt - no problem and if it doesn't fit they take care of putting it back on the rack.



Never-the-less you made a statement and the parts of your statement I didn't highlight because I was not responding to them did not change the meaning of what I did highlight in any way - if they had I would have either highlighted the whole paragraph or not responded.

In Rainman, Raymond said what Charlie worked real hard to teach him to say because of Charlie's expensive tastes. Who taught you?:biggrin::biggrin:
 
I believe that you should expect good service regardless of the employees pay level or the level of perceived quality of its products. Expecting less allows them to continue that way and condones it as acceptable behavior. You can make your own decisions as to whether the quality of their products are a value for your dollars and purposes. Consistent poor performance by employees is a management problem.
 
When a customer ask were sonething is I will take then to it.if they say just tell me I can tell them which aisle, which side, how far down and on which shelf. It does not very much effort to give good customer service and just a very tiny bit more to give great.
 
Again, I think it depends on the store manager. If you have a manager who only cares about moving stock out the door, the service is going to be poor. A good manager knows that repeat customers are his bread and butter, and trains his employees accordingly. He also LISTENS to his customers and acts on their complaints. When I ran a restaurant, I wanted customers to come to me with complaints. If I don't know I have a problem, I can't fix it.
 
The people at my local HF are polite enough, but they know next to nothing about what they are selling. It is simply a job to them. When I ask questions, they will come over and read off the box (which I already looked at). I am better off asking the other customers what they think. This is as opposed to my local Woodcraft which is run by woodworkers. I have had 20 minute conversations with salesman there about which Nova chuck jaws are the most useful to have. If one guy doesn't know the answer they go and find someone who does. They always help me load large purchases. It makes a huge difference if you are invested in what you are selling as opposed to just showing up for work.
 
If you're selling items directly off the boat from China, with very little quality control, you're going to get a few broken pieces...as long as they take them back, I'm ok with that.

If you're going to sell things cheaply, you're going to need minimal staff - I expect that when I go to HF (and Walmart - one person covers about five sections in our store).

On the other hand, if you're going to want personal help from a salesman who's extremely knowlegeable about the products - you're going to have to pay them top dollar to stick around...and charge more - perhaps have shinier tools with nicer boxes and better instructions...

I take HF for what it is - a cheap warehouse store...any info I need on the products,I can look it up on the internet BEFORE I go.
 
maxwell_smart007 said:
If you're selling items directly off the boat from China, with very little quality control, you're going to get a few broken pieces...as long as they take them back, I'm ok with that.

If you're going to sell things cheaply, you're going to need minimal staff - I expect that when I go to HF (and Walmart - one person covers about five sections in our store).

On the other hand, if you're going to want personal help from a salesman who's extremely knowlegeable about the products - you're going to have to pay them top dollar to stick around...and charge more - perhaps have shinier tools with nicer boxes and better instructions...

I take HF for what it is - a cheap warehouse store...any info I need on the products,I can look it up on the internet BEFORE I go.
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Yes, absolutely. If one is looking for a "here-take-my-hand-and-lead-me" HF nor walmart fits the bill. Last time I was in HF with my wife. Can't remember what I was looking for, but my wife said "I'll look for someone to help us". I told her to forget it, I know what I'm looking for all by myself.

I don't expect them to know, just to be relatively courteous.
 
kovalcik said:
The people at my local HF are polite enough, but they know next to nothing about what they are selling. It is simply a job to them. When I ask questions, they will come over and read off the box (which I already looked at). I am better off asking the other customers what they think. This is as opposed to my local Woodcraft which is run by woodworkers. I have had 20 minute conversations with salesman there about which Nova chuck jaws are the most useful to have. If one guy doesn't know the answer they go and find someone who does. They always help me load large purchases. It makes a huge difference if you are invested in what you are selling as opposed to just showing up for work.
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I think woodcraft are great stores - unfortunately its about 130 - 135 mile round trip to the nearest one over an hour drive each way and about $20.00 in gas. They're not cheap but there are some great features like classes regarding all kinds of wood working, etc.
 
maxwell_smart007 said:
If you're selling items directly off the boat from China, with very little quality control, you're going to get a few broken pieces...as long as they take them back, I'm ok with that.

If you're going to sell things cheaply, you're going to need minimal staff - I expect that when I go to HF (and Walmart - one person covers about five sections in our store).

On the other hand, if you're going to want personal help from a salesman who's extremely knowlegeable about the products - you're going to have to pay them top dollar to stick around...and charge more - perhaps have shinier tools with nicer boxes and better instructions...

I take HF for what it is - a cheap warehouse store...any info I need on the products,I can look it up on the internet BEFORE I go.
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I run into that at times with things that are right off the boat but wear a well known brand name...you still get broken/missing pieces now and then.

That's pretty much the same at all discount box stores, Wal-Mart, Target,
BigKmart etc. They have two things going for them buying power and huge variety in inventory. They also have tough competition so they have constant pressure on their prices. One thing they do is reduce staff and another is pay wages that are not high. Here we have had a long period where the economy hasn't been all that great so the discounters have even more pressure to keep prices down as much as they can.

We have one local retailer Best Ace Hardware (Ace is a large chain but each store is locally owned - at least the local ones here are), where the customer service is really excellent, well trained staff such that if you ask a new employee on his/her first day on the job a question, they will get the answer for you. They might not know the answer but they are trained to pick up their walkie-talkie intercom and find someone who does know.
 
Once in a while I'd take a trip to HF with a buddy. I'd browse or buy small neat inexpensive items. After we left the store we discussed which employee was the least helpful, laziest and had the dumbest answers. HF (Horror Fright)
 
WriteON said:
Once in a while I'd take a trip to HF with a buddy. I'd browse or buy small neat inexpensive items. After we left the store we discussed which employee was the least helpful, laziest and had the dumbest answers. HF (Horror Fright)
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Where is Montco County PA?...Do you mean Montgomery County? (in your profile)
 
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