Fleet Farm — Local services in West Bend

I would have considered myself a Fleet Farm mega fan back in the day. It was my first ever job, and I absolutely loved the store and family owned legacy. My first time walking into the West Bend Fleet Farm I was met with this very overwhelming man trying to get me to sign up for the rewards program. I hesitantly agreed, and I put my email and phone into the credit card reader while he gave my friend and I carwash coupons for signing up. It rejected my information. He asked me to try again, and I did. He asked me where I was from, and I said Hartford. He commented on how my area code did not match my location. I said yes, not seeing this as a problem. I’ve moved, so what? He then informs me that I’m the problem, and that I really should update the area code in my phone number to reflect where I live…. I don’t know if he understands how phone numbers work but this isn’t something you can update. I tell him I’d rather not, and he proceeds to try himself for a 3rd time, incorrectly inputting my information, cutting me off when I try to correct him, and I watch while its ultimately rejected. After it rejects he says we should try again, implying we should try a 4th time, and I more sternly say no thank you. At this point he’s stolen too much of our time and I’m agitated. He then asks my friend to sign up, and she feels pressured into doing so. While she’s doing that, he asks for the coupon he gave me back as I didn’t sign up.

Overall… super poor experience. As a person in tech my assumption is they’ve transitioned from just collecting zip code data to this rewards program and for some reason are choosing to cross reference the area code in your phone number against the zip code documented with your email. For those of us who move, this means we aren’t eligible for the program and encounter a terrible in person experience. This also means you have a terrible UX for data collection, which is a much higher priority for...

Purchased JetCoat drive way resurface, 8year guarantee. Was told that I had to purchase at customer service counter and pick up in the yard. Checked in at the yard and listened to the call back to the warehouse confirming pickup and sent to wait at door 2. Waited for 20 minutes before driving to door 1 and ignored the sign to “stay in your vehicle”. Good thing that I did because the fork lift operator that I surprised said he never got the notice that my order needed to be pulled. Another 20 minutes passed before he returned and reported that he had to go all the way to the front of the store because this item was not kept in the yard. To cap off my experience, the product was fully separated and even after mixing each of the 4 containers with a drill and drywall mixing paddle, the consistency was a combination of water with large clumps that did not coat anywhere near the advertised square footage. I was already committed so ended up purchasing a total of 16 buckets, which was twice the amount recommended. I was robbed of time and money.

Updated: Moving from 1 to 5 stars: I was promptly contacted by Store Manager who was genuinely apologetic for the service component and also empathetic of the pain and suffering caused by the product quality. He was motivated to resolve the issue and did just that without hesitation or making excuses. Shawn was able to keep me as a loyal customer and has proven that there are kind people out there who take pride in their work and who still use critical thinking instead of just going through the motions. The world needs more cowboys and it was great to meet another yesterday....

Store is always busy. The associates are more than willing to assist. Plus FF usually has enough associates on the floor. This trip I needed spark plug RC12YC and nothing was stocked. Associate got ladder and found sum instock and filled my request and than filled the empty slot. Only issue is the West Bend store is a lil cramped but customers work with each other to get thru the aisle. Every visit is a positive feel good shopping trip.

Update: 04/08/22 It's been nearly 2 years at the new location and a much bigger store. Personal note, I miss the small uniqueness of the other store. Not taking away from the major upgrade the new FF store has to offer. Selection is a ton better. Still getting use to locating sum items. Associates are still very friendly just spread out a lil farther apart. Fleet Farm is a man's true man store. No worries there's tons of stuff for the ladies and kids to.

Update: 11/20/22 Aftermath of COVID I still find myself using the Fleet Farm app and choosing yard pickup. FF is usually good at fulfilling the order within 2 hours. It is very easy to pickup order. Just go to the yard and need to stop at the yard shep where associate will give entry after giving name and list of couple items in order. For the West Bend location it's the first garage door on backside of store. They bring the order out to you and once again they confirm the order....