Sutherlands — Local services in Raytown

My son and I drove to Raytown because this location had something we needed. The store is clean and well kept overall (the areas we were in) except for the outdoor garden area. It was pretty rough looking.

Anyway, we found the items we needed quite easily but we needed several of one item and only a few were stocked on the shelf. We could see more stock on the rack above so we used the department call button to ask for assistance. It took a couple minutes for someone to arrive but no big deal. We looked at a couple other things while we waited. A young associate arrived just ahead of a gentlemen who looked to be the manager. They cleared the call button and we explained what we needed.

Here is where things took a turn; the presumed manager gave me an incredulous look and walked over to the shelf. He asked several times what we needed. Each time I told him what it was, pointed to the last few on the shelf, and then pointed to the pallet above with many more that I was hoping someone could get down for us. He frowned and said he would have to get a forklift. I said we could wait and he frowned again as he walked away.

We waited a while longer and after about 10 minutes I told my son we could leave and try another store (manager's attitude didn't sit well with me). My son talked me into waiting. Wait we did, another 5-10 minutes. Eventually the forklift came into view and the same gentleman brought down the additional stock. He did flippantly apologize for the wait but was in no hurry at any point to get the job done.

Hopefully he was just having a rough day and our experience is...

Will not support a business that doesn't support another. Own our own lawn business even bought a $9,000 mower from Sutherland, did business on a regular basis. Last year Mike the manager told my husband, after proving a check that they would no longer be taking checks. Obviously this is based on store to store because Liberty store will still accept checks from businesses. Mike however after emailing corporate last summer explained he would make an acception just get with himbefore hand. Tried that today because yes we are getting busy and nope to taking checks. So tired of double standards tell you what you want to hear but don't stand behind your word. Not good business if you ask me corporate should have all stores using the same on check procedures. Done with Mike at Raytown he'll be the reason this store closes. We'll shop at Liberty when we need to buy equipment but not our local store ! Westlakes still...

The only person with customer service skills is Rachel. PSA...I bought a COMMERCIAL GRADE ECHO CHAINSAW. AFTER USING IT ABOUT 20 minutes they said to retighten so we did possibly to tight but I look followed the directions of the mechanic shop. The chain popped off and ruined the chain and the safety bar. THEY WILL NOT TAKE IT BACK, WILL NOT EXCHANGE IT, OR PUT IT IN Store credit! Now something that is commercial should not be able to be completely destroyed by one chain coming off. The store manager was rude and disrespectful and the employees followed suite. There return policy and procedure is BEYOND TERRIBLE. I will not be using them again Don't trust what they say get it writing. Please do not let them scam you. They acted like they did me for charging me more to, put a new chain on it and still never we are sorry this happened. Absolutely No remorse and no customer service skills at...