Harbor Freight — Local services in Killeen

I would rate 0 stars if I could. I was looking up and down the isles in a store I haven't been in yet. I saw what appeared to be more store and instead of being greeted with excuse me sir, can I help you find something? I was greeted..... if you can even call it a greeting....with an extremely rude HEY!. Where as I explained, that on top of my confused look due to unknown layout of the store and my inability to find anyone other than a cashier who were busy....that it was my first time in the store. I was still not asked how can I help you but given the remark that 9 times out of 10 thats a Fing storeroom IN AN EXTREMELY RUDE tone of voice....like i am supposed to know the exact layout of your store without ever entering it. And the foul language on top of it all just puts the topping on that cake. I am starting a new company for construction and was there to buy several thousands of dollars worth of equipment and tools. I'm going to take my money and all future business to any other store as they all offer much better customer service. Horrible customer service.

Update: Ok, tried to give them a second chance. Been 2 years. They blew it. Well one man inperticular blew it. He is a manager and his name is Greg. I have started my company and went to by a propane torch to burn a wood floor. Online did not point me to an isle or even a section like every other hardware store, so i showed the phone to the gentleman..lol....greg...and asked if they had it in the store. He asked me if I looked in gardening, again rudely. I will never spend my money at all at harbor freight. Not even online. Lowes, homebase, and home depot all offer way better customer service. The proper answer to my question isnt a question. Its we carry those in isle 9. If we are out of stock I appologize. Hopefully Harbor Freight fires Greg. He is losing them money. I will forever shop anywhere else. Pretty sure Greg is the man that cussed me out and was rude 2 years ago. So sad that a company would allow a rude person to continue...

Your employee Jing really has a bad attitude. She likes to argue and decline returns or attempt to charge restocking fees despite items being unopened/ unused and inside the return period. Her leadership takes one look at both the item and purchase date and approves the return. Customer service appears to be lacking with this one. She may be better suited in the stock room away from customers. I shop at this location regularly as I live in killeen and travel for work. But sadly, my experience is not a good one when having to make purchases or returns with Jing. It makes me want to shop more out of town than at this location. I am not seeking any credits or anything. I just wish for her to be coached on her opportunities. Maybe advising her that the customer is always right within reason. Or reiterate the store policies so that she better understands them.

As I left a detailed account for my negative experiences at this store location due to Jing, I shall leave the kudos as well. The store manager took 20 minutes out of his day to assist me with hunting down a trailer. The store seemed busy, but he still made time to help me. I felt guilty pulling him away and declined service, but this guy had a willingness to help me. Even tried to locate other stores showing inventory. Another person deserving kudos, Bettina! She always shows a passion for great customer service. Not just good customer service. She asks if everything is found okay. She even inspected an item I was about to purchase and noticed it was missing a part during checkout. Now I won't forget that as it could have caused a headache for me to get home, discover the issue, return to the store, and have Jing argue with me. Bettina will make sure a customer has their reciept, explains why she's asking for a phone number at checkout, and addresses customers as a loved family member.

Because of the two good people on the other side of the scale, I rate...

Letter sent to Cusomer Service at Corp. Headquarters and Eric Smidt, owner and founder of HF:

Dear Harbor Freight,

This is the second message to you regarding problems with your website. The pages will not load. I get "Problem" messages and "Try Again".  This happens with every item on every search. It also happens regardless of which browser I use or which search engine.  These problems have been apparent for several weeks now.

In addition to this, two other problems seem to have occured which is cause for concern.

1. I signed up for your coupons to be sent to me but haven't recieved any.

2. I visited your store in Killeen, Tx this past weekend and was told that customers with the HF APP get a better price and advance notice on sale items.  I'd like to point how how discriminatory that is.  Some customers may not have a cell phone or a phone capable of using APPS. Or just prefer not to load your app into their phone for their own reasons. But by saying they have to have your app to get the better price is the same as saying all FORD drivers get a better price and Chevy drivers pay more.

If it's a sale price, it should be available to everyone not just your favorite customers.  If you think it's ok to treat some customers in a more preferential manner than others, I can certainly play that game and give my business to more preferential stores like Tractor Supply or Northern Tool.

In summation, it appears as if HF has done several things lately that combine to make shopping difficult or impossible. That's beyond bad...