Secret Shopper Report

DRPD Tool Store – Secret Shopper Review

Jan 3, 2025 Stuart 19 Comments

I shopped at DRPD for the first time.

“Expert Advice” Case Study: A Phone Call with an SVS “Sound Expert”

Jan 28, 2013 Stuart 5 Comments

In contrast to recent posts that discuss good and horribly poor pre-sale advice from “tool experts,” here is an example of exceptionally good customer service.

Editorial

“Expert Advice” Case Study: A Chat with a Sears Tool Expert

Jan 27, 2013 Stuart 7 Comments

Our chat with a Sears “tool expert” did not go as expected at all.

Editorial

“Expert Advice” Case Study: A Chat with a Home Depot Husky Tool Specialist

Jan 26, 2013 Stuart 6 Comments

How did our chat with a “Husky Tool Specialist” go? Better than expected – they were at least familiar with Husky’s product line.

Editorial

Can You Trust Customer Service for Product Recommendations?

Jan 26, 2013 Stuart 1 Comment

Can you trust the product advice and recommendations offered by brand and retailer customer service reps?

Editorial

MSC Industrial Supply Customer Service Experience

Aug 9, 2012 Stuart 8 Comments

Thanks MSC Industrial Supply, for proving that great customer service is still possible!

Editorial

Home Depot, Lowe’s, Sears Customer Experience Report Card

Dec 15, 2011 Stuart 11 Comments

We’ve been doing a lot of tool shopping lately, and decided it was a good time to write a quick secret-shopper-type of report to grade the major big box tool and home improvement retailers.

Frank D. on I Need to Vent About My Precision Matthews Mill: “Waw … that would frustrate and make me procrastinate too. But it is important to chase down such issues in…”
Amos Dudley on I Need to Vent About My Precision Matthews Mill: “Sounds like a classic gumption trap!”
Stuart on I am Still Planning out a Workshop Reset: “No – that’s just temporary because the work top is currently the only proper work surface, and so I plopped…”
MM on I am Still Planning out a Workshop Reset: “I like to build rolling stands for surface plates out of steel angle with heavy-duty casters underneath. I size them…”
Al-another-Al on I am Still Planning out a Workshop Reset: “I never thought of putting it in a drawer. I’ve been hiding my 12×18 granite on a makeshift plywood shelf…”
Bonnie on I am Still Planning out a Workshop Reset: “While I don’t practice full 5S, I did make a point when designing my current “dream” shop to include two…”