Wood and hardware retailers stuck in the middle again

Most of us have “Big Box” horror stories. I parted ways with a big orange-colored retailer a number of years ago when I tried to buy a bandsaw. They had one for at least $50 cheaper than I could get anywhere else. I spent at least 20 minutes trying to find someone who cold help me; or rather, simply get it down from atop a 20-foot high shelf. Eventually, a kid with attitude came by, I told him what I wanted, and he disappeared in a huff because he had to get a forklift to retrieve the saw. I waited. And waited. And waited. After another 20 minutes I asked the service desk girl to find out what happened to they guy. More, “I-don’t-give-a-crap-I work-for-minimum-wage” attitude. I went back to the tool department. After another 15 minutes, I went back to the service desk and told the girl and her commanding officer that I was disappointed in this service (it certainly wasn’t the first time) and would never step foot in this store again. I simply got an apathetic sneer.

And here’s where the story really sucks and makes me look bad. I couldn’t justify paying a lot more elsewhere, bit the bullet and went back the next day to try again. The bandsaw was sitting on the floor in its box. The tool-boy (boy tool?) snapped at me about trying to find me after he went through all the effort to get the saw down from its perch. Yeah, I swallowed my pride and walked out with the saw.
I spent several years refusing to ever patronize the orange god. I would just have to pay more elsewhere. Eventually, I ended up going back for certain purchases simply because I couldn’t justify the expense elsewhere. I felt so dirty. I now only go in if I need very specific items at a cut rate and can get in and out quickly. And without expecting human interaction.
My story isn’t unique. You pay extra for service. It’s up to us as individuals to weigh the difference between low prices and good service. But my story doesn’t end here. Tomorrow I will get to an equal concern, but one that most of us guys don’t want to acknowledge: the independent retailers who cater to contractors and professionals and seem to disdain guys who aren’t part of their old-boy network. Guys like me who know exactly what we want, but show up without steel-toed boots or resale certificates.