Home Hardware Stores review: Metal pots and plant holders as well as customer service

I went into the Home Hardware located at Town Square 550 University Drive West ,UNIT 30 on the long weekend in May,2023.

I purchased 2 plant holders that eat had a pot and metal stand. These items were $59.99 each. I had absolutely no intentions of returning this purchase.

Therefore I didn't keep my receipt.

My husband and I noticed that one of the metal pots was rusted and the bottom was coming apart. we made the decision to bring the purchased items back to Customer Service today at around 1:00 pm.

I was greeted by Josh and he was very understanding and requested assistance from a co-worker (Brett). When Brett came to assist he was very pleasant and also had to request some guidance in this matter. Also Brett advised that return policy have recently changed.He also asked what department I had purchased the plant holders. I indicated that it was the Home section.

Mean while Paul came by and was kind enough in checking in on my concern.

Brett returned with Megan. She asked me what my concerns were. She also advised that she would have to go and discuss this return with a Manager.

When Megan went to the back to speak to the Manager I could observe from the Customer Service Desk that Megan was explaining to Nia my situation.

Nia apparently didn't listen to Megan regarding my concern.

Nia came out and asked me again what the issue was?

She was already advised by Megan what the problem was with these items.

So at this point I had repeated my concern to 5th employee.

As well I was very frustrted with her approach and lack of commitment to resolve my issue with the poorly manufactured items that I was trying to return.

Nia would not even look at the items that I was trying to return. Her condescending attitude and rudeness was obvious.

She offered no refund , no store credit for these poorly manufactured products that I paid $120.00 and GST.

Unfortunately Home Hardware in West Lethbridge Towne Centre has failed another customer.

Whatever happened to great customer service

She wanted me to take back the rusted pots and stands home and wait for a phone call. Nia was very obnoxious and had a very bad attitude.

I came home and decided to call the store around 3pm looking for an email address to file a formal complaint. Unfortunately I was transferred to Nia. I did tell her how displeased I was.

She refused to give me the email address.

She asked for my name and phone number, at this point I refused to comply.

Therefore I googled it.

How frustrating and disheartening it has become to truly get a genuinely caring and responsible employee.

I was in management and worked for a Financial Institution for 38years. I won awards, trips and recognition for my dedication and high level of service that I provided for each and every valued client.

My husband wants me to contact the BBB.

I will patiently wait fora response from your department.

Thank you in advance for the opportunity to voice my concerns.