Strongly Worded Letter Part II

Remember that previous post about my annoying moments for the past month with Home Depot?  Here's what has happened since then.  Saturday morning I emailed their online customer service, as well as made a copy of it and sent it to the store director of the location in question.  In my letter, I simply detailed what had happened and expressed the sentiment that even though Home Depot was about two minutes from my house, I had no problem driving 20 minutes to get to a competitor's store.  I didn't make demands or ask for anything- just passed along the frustration.  I figured I might get an apologetic phone call, if that.

I received a return email from the customer service that same day, saying they had passed my email along to the store director and he should be contacting me within 48 hours to take care of my concerns.  Brian, the store director, actually called me on Sunday from his "personal Blackberry" (as he put it), and left me a message.  I called him back Monday morning.  He was amazing.  I have to say, he redeemed Home Depot for me.  He shared that he would feel the same frustration and irritation if he had dealt with this situation.  He was very concerned that my impression of "his store" was not favorable and shared the things he had changed within the computer system to avoid the miscommunications again.  He had already spoken with the people involved and I felt pretty good about what he said.  I explained that my intent in writing my letter was to alert them to the flaws that I experienced and hoped would get fixed. 

Brian took good care of me. :)  He gave me reason to believe that my experience had not been the norm, but simply a break down in communication and unfortunately it was me that it happened to.  SO- I take it back.  You, AND I, can continue to shop at Home Depot in good conscience. haha