Sutherlands HomeBase — Local services in Lubbock

We purchased a Frigidaire refrigerator on Sunday, February 17, 2013. We SPECIFICALLY asked if they would hook up the water line for the ice maker and water dispenser. The young lady at the counter told us that they would try to get it as close to where we wanted it as possible, but they could not hook it up for us. When the delivery guy brought the frig we were informed that they are not insured to go into our home and they would unload it in the garage. So, we were charged $65 for dumping the frig in my garage. Since we are not in that line of work, we dented the door on the frig trying to get it in our house. I called the local manager, David, to let him know the situation and that they should better train their sales people to make sure that they knew what they were talking about. He became very rude, saying that the girl had been their long enough to know and that my wife must not have asked that specific question. I manage an automotive service center and know what customer service is all about. To take the attitude that it must have been the dumb customer and not offer to re-train the employee and apologize for the problem and the misunderstanding tells me ALL that I need to know about Sutherlands. I can tell you that after this experience, I WILL NEVER darken the door of another Sutherlands since this is the type manager and attitudes they have running their stores. I am VERY, VERY disappointed in my experience and it completely undoes any value added in getting...

I purchased 5 of the big magnolia trees from home base, all of which are doing great except for one that died this year. The leaves on the dead tree had all dried and fallen off and the branches were drying out and snapped easily, while my other trees continued to be green and flourishing. Remembering the one year guarantee, I called and spoke to Lisa in the garden center who told me to bring in the tree and she would help us out. I cancelled my plans for the day dug up the tree as per their policy and brought it in. Lisa looked at the tree and told me was not dead because when she CUT INTO the trunk of the tree with a knife it was not completely dried out, even though all the leaves had dried and fell off along with the ends of the branches. She even mentioned that some of branches were dried out. I was told to take the tree back and plant it again, as if somehow replanting a dead tree after digging it up and destroying whatever roots were left would cause it to revive. The gentleman at the front desk who helped us with the receipt (who was very kind and helpful) was shocked when we told him it was not considered dead. Even after calling ahead to discuss this with staff and wasting my day digging up the tree and transporting it to the store as per the staff instructions, they still would not honor their one year plant guarantee. Save yourself the headache and do business with...

I stopped in the store in Lubbock on Feb 26th and ordered both an 8x8 and a 12x16 deck packages. I told them I would be back on March 16th (today) to pick them up. There was an issue in the beginning about the concrete being included but it stated so in the ad, so Todd took care of this for me immediately. My boyfriend and I show up about 10:45 this morning and went around back by 11 am to pick up. We had gotten a 20 ft truck. The young man in the yard, Steven busted his butt loading up the truck. He discovered some parts were missing and ran around the store to take care of it. When he ran down the checklist, he discovered we had the wrong pieces of wood and other items. Apparently, the person that picked the order; which they had almost 3 weeks to put together. Was lazy or incompetent or both. Because Steven had to unload the truck, repick the order and reload. We were there 3-1/2 hours for something that should have been ready when we got there. I applaud Steven for his commitment to doing the very best job for us, but the rest didn't seem to care at all as I called the front a couple of times. I spent just short of 3k on this order, to say that I am pissed is an understatement.I live near midland, so this was a 4 hour rd trip. I lived in Amarillo and bought from the sutherlands there for years. This will be the last dime they will ever get from me. Steven...