Diamond Home Improvement — Local services in Klamath Falls

Yesterday I went to your Klamath Falls store to load up on some bark chips. The counter help was good and turned me over to a young guy to take me out to garden area.

I was almost run into by a forklift driver in the parking lot as I approached Gate 3, but she averted the collision at the last minute. Good enough, honest error.

I brought my paid slip out for 25 bags of Gardeners medium chips and one bag of small. There were 7 bags left on a pallet placed out of the way, so I loaded those with two service people loading and counting. More chips were needed, so they called in a different forklift driver to lower a pallet.

The forklift operator proceeded to take down the pallet and was obviously struggling with the equipment as he made multiple attempts to center the forks, making false starts, mangling the pallet as it cracked, running the loaded pallet into other stacks.. ugly to witness.

He lowered the pallet and instead of placing those where I could start to complete may load began to pull more loads down and rearrange that area of the racking storage. This took 15 minutes while I waited as he continued to struggle moving pallets around where I couldn’t load my vehicle and leave.

When I asked one if the service person standing around watching why the forklift operator didn’t lower the load and allow me to finish , I was told that rearranging stock during a load is company policy. If it is, it’s very poor customer service and held up yet another customer waiting to get a load outside the gate. Really? Policy?

When he finally provided access to the bags the forklift driver, didn’t help load and started trying to count the load. They were obviously stacked 5 high and there were 5 stacks, plus one bag of small chips. 5x5= 25 plus 1 is 26. Receipt showed 25 plus 1 or a total of 26.

He argued that I was taking one too many bags while he held my receipt in his hand. His math skills are so poor that he is unable to add 7+19 and get 26. Or 5x5 plus 1. After he argued over and over about the load a manager was finally called over. He did his best to understand the situation, but he too was struggling to make an accurate count based upon the information that your math challenged employees provided to him.

It was obvious that in order to leave with my load, I’d have to unpack it so these idiots could do the math count one by one, bag by bag. They didn’t offer to unpack it. I had to. Then I was forced to repack it while four of your employees are standing around trying to learn basic counting and handle the managers questions.

Too things.

First - the lack of customer focus is the major reason that businesses struggle in today’s difficult marketplace.

Second - your forklift driver face randomly drug tested, as in my warehouse experience, he displayed characteristics common to someone under the influence. He’s unskilled and unsafe with the equipment that could lead to damaged goods, or worse, injury or death. And, his impairment caused him to fail all but the most basic math of counting 1,2,3.. If not impaired, then his math skills are sorely inadequate for the role that you have him in.

It’s your business, so run it like you wish to. But I want customers to know what to expect...

First, I had an issue with the wrong cabinet size being ordered but Diamond was quick to fix the issue. They were also quick to try to resolve an issue with a contractor they work with, MWM Custom Countertops. At first everything looked good, they were quick to show up and start the process. It looked like it was going to be a smooth transaction, very professional. They showed up to measure, let me know they were 2 weeks out and gave me a day to expect them. That day came and I had not heard from them, I get it people get busy so I called to make sure we were on schedule. I was told they were a little behind but that they would definitely be out to install the next Friday (9 days later). I told them that was fine, but I needed it that Friday for sure as i had a party the next day. They guaranteed me that it would be. Well that day arrived, I hadn't heard anything so i called to find out when they would be here to install. Turns out they booked another job over mine, and didn't even have the courtesy to call and try to make things right. They told me this other job was bigger so they would just be out the next Thursday (another week out, meaning I have now been out of a kitchen for nearly six weeks with the cabinet issue and countertop company not caring about a customer who has been on their list for 8 weeks). This is very unprofessional, rude, and to tell a customer their job is being pushed cause another job pays more after guaranteeing they would be there.

I will never use this company again, and quite frankly this looks bad on Diamond for using this kind of contractor.

UPDATE After Seeing this review, Diamond and MWM's Owners worked to resolve this issue. While the counters were not installed when they were supposed to, MWM took responsibility for without excuses and hurried to get the job done. The counters look great and the installers made sure the job was done right. I was even more impressed by the installers calling the next day to make sure everything was still perfect, and offering to come redo anything I...

I haven't walked into DHI for over a year because my experiences with them were very negative and unfixable. They have some products that Home Depot doesn't carry and I wasn't able to find anything cheap enough online so I thought I'd try my luck. That was a mistake. The store was busy so they had zero carts inside the building.Thankfully there were carts scattered all over the parking lot so I pulled one out of the handicap parking spot so that someone could actually park there. I walk in and both cashiers were laughing at Tik Tok videos on their phones, also while both cashiers had customers waiting for them to turn around so they can check out and leave. Unprofessional. I tried to look for the product I needed and couldn't find it so I attempted to ask for help. Multiple employees claimed they were "on lunch and didn't know so ask the cashiers", then proceeded to help other customers while supposedly on their lunch. Interesting? After over an hour of trying to ask for help, I found what I needed by myself and went to the register. The price was more expensive from what the tag said on the shelf and my cashier refused to honor the price because "it's not her responsibility". I had to go take a picture of the tag to prove to the cashier I wasn't lying. She was very rude and still wouldn't change the price. Store manager comes over and fixes the issue. Her attitude was unprofessional as well considering the fact that she was rolling her eyes and she insulted her employee under her breath, calling her an idiot. Or maybe it's more likely that she was calling me an idiot. DHI has not improved since last year and is even more chaotic underneath it's current management. Don't tell me to contact anyone on your management team because frankly, they are a huge part of...