Roscoe Center True Value Hdwr
5506 Elevator Rd
RoscoeIL61073
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Member Reviews
Do not patronize this business!:
DO NOT PATRONIZE THIS BUSINESS! For day-to-day needs, you might not notice how atrocious the customer service is at this store. However, try to get resolution to any problem that you might have with this store. Fool me once, shame on you. Fool, me twice...
It starts at the top. The owner and management do not care about resolving customer concerns. I first realized this a number of years ago when I tried to return a shovel that I purchased there that broke on the first use. They refused to take it back and suggested that I misused the shovel. The latest incident of their horrendous customer customer service happened when I rented a UHaul truck from them on 9/24. I got there just before closing time and even though I had a reservation with UHaul to have the truck for 24 hours, I was told that I could only keep the truck until 9 am and if I wanted it I would still have to pay the full $29.95 daily rate. I needed the truck and figured I could rearrange my schedule to finish up sing the truck in time to return it in time. The person I dealt with rushed me through the process and said nothing to me about the condition of the truck or how it needed to be returned. When I got the truck home I realized that the inside was filthy with mud and dirt. I had to sweep it out just to use it. I returned the truck at 11 pm that evening in cleaner condition than what it was when I took it. Nonetheless, True Value charged me $25 to clean the truck that they rented out dirty.
To make matters far worse, the manager that I dealt with was so unbelievably condescending with immediate sarcasm and refusal to even listen to the circumstances. I requested a call back from Bob, the owner, to discuss the rudeness and poor service and received. Bob called me back and for the inception of the call refused to even address the topic of the poor service and began to try to "poke holes" in my story. At that point, it was no longer even about the $25. This is a locally owned store that I have patronized for the the past 16 years, when better prices and selection can be experienced just down the road at stores like Menards, Farm and Fleet, Lowes and Home Depot. The personal touch that many locally owned stores pride themselves on is often to me worth the higher price that you pay for the same merchandise. This transaction was the epitome of impersonal. I could have easily been appeased by a simple acknowledgement that perhaps a simple statement was warranted to let the customer know, "Hey, make sure you check that truck out before you take it and let us know if it is dirty." Instead, it was more important to alienate a loyal longtime customer by boldly calling my assertions unbelievable and patently false. In my world, that is no way to treat a customer.
It starts at the top. The owner and management do not care about resolving customer concerns. I first realized this a number of years ago when I tried to return a shovel that I purchased there that broke on the first use. They refused to take it back and suggested that I misused the shovel. The latest incident of their horrendous customer customer service happened when I rented a UHaul truck from them on 9/24. I got there just before closing time and even though I had a reservation with UHaul to have the truck for 24 hours, I was told that I could only keep the truck until 9 am and if I wanted it I would still have to pay the full $29.95 daily rate. I needed the truck and figured I could rearrange my schedule to finish up sing the truck in time to return it in time. The person I dealt with rushed me through the process and said nothing to me about the condition of the truck or how it needed to be returned. When I got the truck home I realized that the inside was filthy with mud and dirt. I had to sweep it out just to use it. I returned the truck at 11 pm that evening in cleaner condition than what it was when I took it. Nonetheless, True Value charged me $25 to clean the truck that they rented out dirty.
To make matters far worse, the manager that I dealt with was so unbelievably condescending with immediate sarcasm and refusal to even listen to the circumstances. I requested a call back from Bob, the owner, to discuss the rudeness and poor service and received. Bob called me back and for the inception of the call refused to even address the topic of the poor service and began to try to "poke holes" in my story. At that point, it was no longer even about the $25. This is a locally owned store that I have patronized for the the past 16 years, when better prices and selection can be experienced just down the road at stores like Menards, Farm and Fleet, Lowes and Home Depot. The personal touch that many locally owned stores pride themselves on is often to me worth the higher price that you pay for the same merchandise. This transaction was the epitome of impersonal. I could have easily been appeased by a simple acknowledgement that perhaps a simple statement was warranted to let the customer know, "Hey, make sure you check that truck out before you take it and let us know if it is dirty." Instead, it was more important to alienate a loyal longtime customer by boldly calling my assertions unbelievable and patently false. In my world, that is no way to treat a customer.
Information from the business
Full Service Shop, Weedeater Lawn Mowers, Toro, Tents, Small Engine Shop, Sharpening, Sales, Repair, Rental Department, Pickup / Delivery, Pickup & Delivery, Party Needs, Newly Expanded Inventory, Lawn Equipment
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Full Service Shop, Weedeater Lawn Mowers, Toro, Tents, Small Engine Shop, Sharpening, Sales, Repair, Rental Department, Pickup / Delivery, Pickup & Delivery, Party Needs, Newly Expanded Inventory, Lawn Equipment
Full Service Shop, Weedeater Lawn Mowers, Toro, Tents, Small Engine Shop, Sharpening, Sales, Repair, Rental Department, Pickup / Delivery, Pickup & Delivery, Party Needs, Newly Expanded Inventory, Lawn Equipment
