Home Hardware

my very favorite store in NEWMARKET. LOVE IT AND THE STAFF

Treated poorly by franchise owner

I was upgrading my thermostat while having work done on my air conditioner so I headed over to the home hardware on Davis Drive. I went there knowing I would be paying more for the product but I was comfortable with that. I picked out a Honeywell touchscreen for $124.99. After we put the batteries in it was clear there was an issue with the unit. The screen was cutting in and out. I tried replacing the batteries with new one but I still had the same issue. So I head right back to home hardware, let them know what happened and right away I got the feeling she did not believe me and that I was trying to pull one over on her. (if I had returned this to Home Depot there would have been no questions asked and given a replacement right away) She pulled out the instructions trying to trouble shoot it. I mentioned that the guy installing had installed dozens of these units and had never seen a screen go blank repeatedly like this. She check my batteries, took them out and reinstalled them a few times. Looked at me and said I have never known a Honeywell product to be defective. Got the screen to come on for a moment and then tried to convince me to keep it. When she handed it to me the screen went out again. I finally put my foot down and said I will not take it back, I want a new one like I had asked for when I came in. She finally agreed to give me a new one after 20 minutes of discussion and playing with the unit. She left the counter to go get a new one. As she did she turned to one of her staff and said make sure you photocopy those receipts. I have never felt so much like a criminal at a store before. I can't imagine ever going back to them ever again. Oh yeah I went online to see what Home Depot was selling this 124.99 thermostat for......... it was 99.99. So go to a place to get the privilege of paying substantially more and be treated so poorly.