LumberJack Building Centers — Local services in New Baltimore

In just the last couple of weeks the store has lost Stan- he retired--- the store has been sold to a larger company. Uh -oh. The changes were very evident. There was still great service and knowledge- however only one person at the help desk -there used to be three- and 4 people in line behind me. I shop there rather than the mega hardware stores because it was more relaxed and the employees know the business. Questions asked back to me are: do I have the extension piece that doesn't come in the package . ... No- thus I would get home and have to make another trip out. I get the right parts the first time. So a message to the new company- keep the small town feel and great customer service. Keep your knowledgeable employees and not just one behind the desk and one on the register. It's not fair to them to be doing the job of 6 people and only 2 of them. It's also not good customer service to me. I felt rushed- not because of the man helping me- just the daggers behind me to hurry up. Lumber Jack was always clean and organized- had what I needed- a zillion screws nuts bolts etc. and people asked if they could help you. It's changed- So corporate- make it a successful investment- keep the helpful charming small town store that carries what I need when I need it and employees that are not too...

Just rented a carpet shampoo machine from them. Higher priced than their competitors. By the time I paid the rental fee, deposit, cleaning fee, extra for the tool accessories and bought the smallest container of carpet cleaner that they had, I had put in excess of $100 on my charge. The machine they rented me, had a broken handle and was difficult to use, but I was only doing the interior of a boat and I figured I would struggle through it. The machine was so dirty that I had to stop snd clean it before I could use it. The cleaning brushes were were covered with pet hair and other nasty things. I had to wear rubber gloves to clean it. When I was done, my carpet was dirtier than when I started. I returned the machine to Lumberjack and told the cashier how dirty the machine was and that the handle was broken. Not so much as " I'm sorry it didn't work out". $55.00 and I had to go rent a machine to clean the mess their machine had left. They lost any future...

Disappointed this trip. I LOVE this store but today there was a huge lack of customer service, which isn't their norm. I'm on supplemental oxygen and female. You would at least expect some contact with employees. They walked past the isle and I know they saw me. But not til I got to the registered after looking for something for 30 min. Just rang me up and I had to ASK them to put my items in a bag. Good thing I knew what exactly I was looking for.

In regards to the owner's response, THANK YOU for your your info on how you are covid practices but please don't forget about the other option of social spacing!! AGAIN, Thank You caring enough about ur customer service. Not once have I ever thought of using a different store. And this last visit hasnt changed my mind. THANK YOU for caring enough to respond. With the change of times, all we can do...