I don't often write reviews , let alone long ones .
This review is worth reading if you want an example of what could have been a one or two star evaluation became five stars because of Seth, an employee of Tractor Supply and his manager, Heather.
Problems frequently occur in life. Often, the impact is determined by if or how the problem is resolved.
My wife and I recently purchased a 5x8 utility trailer from the Tractor Supply in Calais, Maine. The primary purpose is to transport a mobility chair that is too heavy for our van and Harmar lift.
The trailer was the last on the lot and had been there for several months, perhaps even into last fall. Fromm inside the van I could see the pressure treated deck had faded from its new color and my wife looked .more closely, noting some surface rust had developed where moisture had collected during the months of stationary exposure. We bought the trailer, intending to seal the deck, sand the rust, and paint with black Rust-Oleum.
However, when I had a chance to inspect the trailer more closely when we got home I discovered several nails in the deck were protruding. This series of mounting deficiencies in a new trailer began to cause a lot of concern.
I called the manager, Heather, who said that she had never encountered this particular problem and would look into it. That was a Friday and I told her that I would call her the following week.
On the weekend my wife looked beneath the trailer and discovered that there were no holes in the metal cross piece supporting the deck for the protruding nails to pass through. She took pictures with her cell phone.
On Sunday we went to Calais to do some shopping and also stopped at Tractor Supply. Seth, the employee who had originally set the trailer aside for us until we could actually pick it up and complete the sale, was working - the Harmar lift had to be removed from the van first . I told him about the nails, showed him the pictures, and expressed my unhappiness.
Seth is A+++ in his general personal interactions, his customer service orientation, and his knowledge; this was evident when I first met him and was multiplied when he became involved in problem solving.. He not only understood my discontent, but was both sympathetic and empathetic.
One totally brand new trailer had arrived on the lot since we had purchased our trailer. It is a 6x8 with a jack attached to the neck, $300+ more than the trailer we had bought. Seth suggested that we return the trailer we had originally purchased and swap it evenly for the new trailer on the lot. I hadn't thought of that, nor would I have proposed it. He emphasized that Heather would need to approve this . He intended to text her immediately after we left and would speak to her on Monday.
I calledl Heather on Monday, never expecting that she would make the exchange of the more expensive trailer for our lesser. Immediately, without any prompting from me, she offered the new trailer to me. I told her that a new replacement identical to the model that we had bought would be totally satisfactory. She responded that she wanted to make everything right for my wife and me. She knew we needed the trailer and did not know when a shipment would arrive or if it would include a replacement. I happily accepted.
Heather's decision turned a negative into an exceptional positive. Kudos to her and Seth. They went "above and beyond " to treat my wife and me as valued people and customers. I exceedingly recommend them and this Tractor Supply store to everyone. ~Douglas
home improvement store