Sutherlands HomeBase

I went to Sutherlands today to get a particular product that was in their recent flyer and was unable to find the product. I was in the garden area and an extremely friendly and helpful sales staff (her name is Melanie) asked if I needed assistance. She was determined to find the item I was wanting. No one else in the store knew where it was either. She contacted Shannon and finally they were able to locate my needed item. I must say that Melanie went above and beyond to meet my needs. She truly understands what customer service is and should be rewarded for having a smile and dogged determination to satisfy customers. Because of her fantastic customer service, I was a repeat customer again today. All store managers at every business needs more employees exactly like Melanie. She is simply wonderful and makes you feel like you as the customer are appreciated when you walk through the garden doors.

I have been here many times over the last few years and have had mixed experiences. There are a couple of the staff that always go above and beyond but there are a couple others that are rude and just stand around talking to each other. One of them is part of the mgmt. The store in general is usually fairly organized, stocked and clean. Prices are a bit high on some things and average on others but it is convenient.

I have given Sutherlands the benefit of the doubt multiple times and every time I go there I’m reminded why I dislike going. A lot of the younger workers need to work on their customer service as they always come off pretty rude. Seems as though no one knows anything. And when it comes to paint it’s usually a disaster. Tried to get paint mixed to match what I previously bought there and they couldn’t match it perfectly? So either the person who mixed it before messed up or the kid didn’t know what he was doing...honestly typical in the paint department there. It’s nice to have a local store like this in town, but not when you have a poor experience just about every time you go.

Worst customer service from a business I have received in a while especially during the pandemic. First, I called to see if I could purchase a water heater over the phone with a credit card and have someone pick it up for me. I live over an hour away and wanted my tenants to pick it up. Was told not on "large purchase such as this". After a 9-10 month long pandemic, I was shocked to hear you could not purchase an item unless you was in-store. So I was going to have to drive to Nevada to purchase this product. I then asked if they could have the heater waiting for me upfront as it was getting late and after installation we would have over an hour drive home. I was again advice no they could not, due to "being short hand". After being shocked with this response, they then told me they "had to take care of the customer in store first" which I am well aware of. However, good customer service would be to at least try to accommodate ALL customers. As a result of the very poor customer service, we purchase the water heater on the way to Nevada at a different business who was pleased to have the product upfront waiting for us. Then once installation, my son goes to this location 10 min before closing to pick up some additional supplies. The man at the door has the door locked but letting people in. Then tells my son you have 5 mins very rudely. I will do everything I can to shop elsewhere from now on. Including shopping in a different town, which unfortunately, takes much needed revenue out of Nevada.