Stew H.
Yelp
I wanted to give this place my business, and actually, my first 2 visits were awesome. And it seemed that Nanciann, the assistant manager, was super knowledgeable and helpful. Which she WAS. On my first 2 visits ONLY. But after my experience there today, being completely disregarded and disrespected, I'll never go back there.
Here's what happened:
A few days ago, she helped me decide on a shade tree to purchase and took her time explaining the pros and cons of the different varieties. We also discussed having the tree delivered, and possibly planted by either the Armstrong folks or a 3rd party, which was going to take some discussion, investigation, coordination, etc. But as I was about to take step 1 and make the purchase, I realized I'd left my wallet at home. Tried to get back on the same day, but I couldn't make it. Tried calling to complete the deal by phone -twice- but the phone just rang and rang. OK. Whatever.
So today I drove over, put on my mask and headed in. A nice fellow at the entrance greeted me and pointed me to Nanciann, helping a customer inside at the counter. So, I politely stationed myself outside where she could see me and waited for her to finish. She's very thorough, so this took awhile, 10-15 minutes and I had no problem with this, because when she's with you, she's focused 100% on you. The other cashier asked if she could help me, but I politely declined and told her I was waiting for Nanciann.
When Nanciann finally finished with this lady, she headed my way and said she wouldn't be able to attend to me because she had a delivery truck outside and could she have someone else help me. Not my first choice, but I said "OK. But do you remember me? We were discussing the shade tree?" After assuring me that she did remember me, she then just appeared to head straight out to the truck. If she asked someone to help me, I never saw it. That would have involved gesturing my way, probably at least a word or two about what I was there for... you know. SOMETHING.
So now I'm standing around for quite a long while and I finally went back inside and sat down on a patio sofa for -I dunno- 20 minutes? And despite getting a little heated about this breakdown in customer service, I stayed calm.
Finally, I hear her voice getting nearer and she's discussing going to lunch. Maybe not for herself, I don't know. But I got up and made myself visible. Upon seeing that I was still there, she appeared a little perturbed and agreed to help me. I also let her know that I'd been waiting for her attention for a while and that no one had ever come to offer help after she said she'd have someone do so.
So out we went to the area where this 12 foot tree sat in its wooden crate and she informed me of the price in the oddest way. As if I couldn't afford it. It was all in her tone. Like, look- I hate to say it but this tree is $350... are you sure you have the money?
I ignored her manner and told her I wanted the tree, but that I'd made arrangements to have my own contractor plant it within a couple of days, and if they couldn't deliver, I would need to know.
She told me to wait and she would see about the delivery.
And so I waited and waited. And waited. And got heated and more heated. And when I finally went inside to find her, there she was again, at the cashier's counter, speaking with the other cashiers, not anything to do with our deal. And that was the last straw.
And I have no plans to come back.
Interesting side note: when I told her that I'd tried to call to get this squared away but I could never get an answer on the phone, her reply was amazing: it's a busy place, and if they're all helping people, they just let the phone ring. I guess they don't know how to say "excuse me one moment," answer the phone, put the caller on hold, and finish up.
Or even take the call, determine if it's something that can be dealt with quickly and either give the needed info, or advise the caller to call back. Helluva way to run things.