Retail Relations

Thursday night Husband and I went to Home Depot, where we had lately been receiving very good customer service, to look over bookshelves. We decided on unassembled six-footers, three of them, costing almost $100 apiece. No sales people were anywhere in evidence so we started calling out for assistance. Another couple, also standing around waiting for help, joined our yodel.

Finally a smiling, aproned employee arrived, answered our inquiries, loaded the heavy boxes onto a cart, and towed them up to the front of the store for us. We were very grateful.

As our sedan's trunk is not built to accommodate six-foot lengths, we got in the line to sign up for delivery. It would cost more than $50, we were informed, and the store would tell us the day but not the time. Okay, we said, planning to set a date when I could stay home all day.

Then came the rub. Explaining that big flatbeds can't negotiate our long, winding, narrow driveway, I asked about the vehicle that would be used. We were then told that Home Depot's deliveries are only to the curb, which meant our bookshelves would be off-loaded on the road, at the entrance to our driveway. Husband and I would have to figure out a way to get them the 100 or so yards to the house ourselves.

I balked, Husband balked, and we departed, leaving the bookshelves still on the cart beside the check-out.

We won't lose out. We can find the same shelves somewhere else with better delivery services. But Home Depot did lose out, not only a quick $300 sale, but our good will.

It's no wonder retailers are going under.