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February 2024 by Mike M.
If there was ever proof that gone were the days of customer service, Harbor Freight in Conway would be the perfect example. They made it obvious to me that their standard operating procedures and company policies take precedence over customer satisfaction or having a repeat customer. Management and customer service representatives are not really managers or really interested in customer service in any real sense. They are glorified used car salesmen who are happy to sell you products and push you into buying a membership at every turn but when issues arise all they do is pawn the customer off to their customer service line or give some line about company policy. I recently bought a Pierce Nail gun from the store in which I wanted to use on a time sensitive project with a tight budget. In fact, I didn't even account for purchasing a new gun but my old one had failed. So, I purchased the middle line one that Harbor Freight had available. Right out of the box the seals were bad and it never fired one nail. At the time of purchase, they had let me know that I could exchange or return the gun with a restocking fee when I bought it. Unfortunately, it was the only one they had when I went to exchange it. When I wanted to return it so that I could purchase a gun somewhere else, they told me that the policy was that there was a 15% restocking fee. Can you imagine buying a broken piece of equipment and the store telling you, we can return it but you have to pay us to take it back. Wow! Bottom line, I was unable to return a piece of equipment that was faulty right out of the box without paying them for MY INCONVENIENCE. I understand why they have this policy in place so that people do not buy equipment, use it on a project, and then return it. That makes sense to me but those people who don't do that kind of thing, pay the price for the few that may. What a shame. Both my wife and I spoke with Laura and Archie, store managers, about the scenario multiple times. Their standard turn of phrase was to call the customer service line which requires you to be on the line for half an hour or more. What an inconvenience. I was highly disappointed in the service I received and was sickened by the standard "sorry that is our policy" robotic phrase. Harbor Freight obviously does not employ real managers, just clerks who are trained to spout off scripts. A real manager has the power, ability, and empathy to right a situation when the customer is wronged by the company. Personally, if I was a manager worth any salt, I would be ashamed to even be affiliated with a company like this. The sad part is that my wife and I are building a house and we planned on using Harbor Freight for many of the items they have available. I also work as a contractor and use Harbor Freight frequently for items I need. Unfortunately, I have learned Harbor Freight is more worried about collecting money from people, then taking care of them when a faulty product is sold. I know I am only a little fish, but I will not be going back. The return cost me more than the restocking fee. I lost time on my project, had to drive back to the location, and had to sit on the phone with customer service. They should be paying me for this inconvenience. They probably don't care anyways, stores like this rarely do. I think that it is a fair estimation based on my experience. The company will lose potentially thousands of dollars in sales from me over a broken $99.00 nail gun that they sold me. That is not my version of good customer service or management. Not only that but I will make sure I tell everyone I know about this. It's sad when I think about it, companies like this just don't care about the people they rely on to give them business. If I can prevent the same inconvenience to someone else, I will save others a lot of aggravation. That is why I wrote this and that is why I will post this everywhere I can. I hope it was worth it to Harbor Freight and their managers to uphold their precious standard operating procedures. My advice is to go to Hom
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January 2024 by Larry Higgs
Nice clean place, they had all I went for .
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January 2024 by J Arno
Bought gloves, checkout was quick and easy
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January 2024 by Chase Crabtree
They do not honor the posted promotions. Only harbor freight I've been to that did not honor them.
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November 2023 by EDforthe WIN
The staff is really polite and always helping you out, the one I don’t like is the old woman manager, I tried to exchange an item and she tried to neglect my exchange, prefer to go to the Russellville Harbor Freight, it’s ?X better!
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November 2023 by Stuart Sliffe
Found exactly what I needed at a fair price. Even got a free gift at the checkout.
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November 2023 by Timothy Calicott
Excellent selection of tools. Budget alternative for tools you won’t use every day.
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November 2023 by Ronnie Mansfield
Clean, everyone is helpful, most everything is in stock. A go to in conway
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September 2023 by Emily Harris
Typically offers a free gift for shopping their great deals on tools and handy supplies. The store is well organized with helpful employees.
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June 2023 by Britany Smith
Conway Arkansas store screwed me out of the 20% off today saying only a few items were applied for the fathers day saving. Bad enough I support and recommend Harbor Freight to any and everyone 100% Store number 00622
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June 2023 by Anne Glover
While shopping at our local HF, what we wanted was only to be found at the Conway store. We drove there, there was a man in the back that had put our item aside for us. Nice store.
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June 2023 by David McSpadden
Good tool at a great price. Sales associates are always happy to help you find what you are looking for.
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June 2023 by Mark Pettus
For myself personally, these store are pretty much the same no matter which location you go to. Obviously the size factors into the available choices you have for shopping and this store was a larger store that offered mor variety than smaller ones. I went here to buy some 24 x 30 all weather tarps and their great staff helped me get part of my purchase here, and then called another location about 25 minutes away; and their great staff had and held the items I need while I went to their location. A excellent experience because of excellent customer service.
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May 2023 by Joy Seeker
One of my husband's favorite stops. Had a good selection and variety of tools, power tools, tool boxes, etc.,
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May 2023 by Guido DaSquid
Good place for less expensive tools. Stop here before you spend 4 times as much at Lowe's or Hope Depot. They have a decent selection. Quality is not the Forte here. Way more affordability over quality.
