Harbor Freight — Local services in Green Brook Township

My experience today really saddens me- Harbour Freight WAS My store- I come in here all the time. I purchased nearly their entire line of Lynx 40volt battery operated tools however today’s experience makes me want to avoid this store altogether. Today, I went to return a commercial rated garden hose which broke at the connecting end inside of a months time. I brought the hose to the counter only to be told I needed a receipt for any further transaction. This was a complete surprise to me- I have been coming to this location for quite sometime, and have easily spent well over $2000 in the past year. Any time I had a problem- and I mean any time- they have always been more than helpful. I have NEVER needed a receipt. They simply looked me up by phone number. To add insult to injury, I am an Inside Track Member. That’s right- I spent extra money here to ensure that I qualify for additional services, but that did not matter to Mathew, the manager on duty. He let me know that if someone helped me before without a receipt, they were breaking company policy, and if I didn’t have a receipt he couldn’t help me. Problem is, I know that isn’t the truth! I’ve done outright returns on large purchases in recent times all without EVER needing a receipt. Mathew had no idea how to treat a customer, insisting that I dig through an old email address to find an email receipt that is automatically sent to Inside Track Customers. He went as far as to look up my account by phone number and begin the return process, and then refused when I asked for a refund. He told me he wouldn’t look through every purchase I made in order to find the exact receipt. I let him know that it literally was the LAST purchase I made there and he still refused! 20 minutes later, with hot, tired wife and kids waiting in the minivan, I finally dig up the credentials to my old email, and produce the receipt. He then proceeds to let me know that NOW he’ll help me out, all while doing the return, preaching to me why I need to keep my receipt, and what the company policy is. Harbour Freight, you are better than this!Your workers, especially management, represents your brand, and if they can’t care for customers properly, your brand will suffer; I know for certain I’ll think twice about walking in that store. It’s sad because I have become friends with many of the employees prior to Mathew coming on board, and many of them shared with me that since he came to the store, they actually hate their job- one girl even left, (and she was the greatest, always so helpful, and to be quite honest, one of the reasons I kept patronizing that particular store because I knew she’d assist me in getting the best deals for my hard earned money, often times suggesting sites where I may get additional coupons online. The last person that tried to help me told me that they’d get in trouble with the new manager for anything like that now). SHAKING MY HEAD at...

I called this store about a tool cabinet that my local harbor freight didn't have. Nester told me yes, they have it in stock. I was happy about that, and I then asked him if the coupon I was emailed would be valid for that item. We went through the fine print and I was told that yes it is valid, come on in. I drove 45 minutes to get there, and at the register the very nice young lady cashier said the coupon wouldn't work for that item and called a manager to override it. The manager refused to do it. I explained again what Nester had told me, how far I drove to get there, and he still said no. I called customer service and the rep told me "I don't understand why the manager wouldn't just override it, that's what he should have done", but unfortunately the rep would need their district manager handle it and tell them to do it, and it would take up to a week. I drove 45 mins to get there. We're paying over 5 dollars a gallon of gas nowadays. And the manager refuses to override something even corporate customer service says was the right thing to do. No more Harbor Freight for me. And you should never go to the Green Brook NJ location either, no matter how nice the cashier was. 0 Stars for the Green Brook NJ...

My dad went there for a special tool and forgot his phone there (Verizon used the tracking and showed it was in the store). My dad wasn't sure exactly where in the store it was left. My mom called to ask if they could take a look for it in the parking lot and all they said was no they couldnt because everyone was busy. Okay...even if everyone was busy on a register or helping a customer, the appropriate response would have been for them to say that they would have the next available person look at soon as possible and then call to let us know. That's very poor customer service and just plain rude. If I were the employee, I would have dropped what I was doing and...