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June 2024 by NBE
Ethnicity-Based Customer Service?!I encountered an issue with my rental service on April 15th, 2024. After being bounced around by lower-level management, I visited the headquarters in Whitinsville on April 20th, 2024, where I met the founder, Mr. Koopman.I was shocked by the inappropriate and intrusive questions he asked. Out of respect for an older person, I responded to Mr. Koopman. However, questions like "Where are you from?", "How long have you been here?", "When was the last time you visited your country of origin?" and "Is it safe back there?" are not suitable for a professional setting, especially when they distract from the quality of customer service. I simply asked if he had visited the area, and he mentioned that he had visited "Jordan" and "Israel." These personal inquiries made me uncomfortable and seemed irrelevant to my visit. I strongly believe that businesses should respect their customers' privacy and maintain professionalism to ensure a positive and welcoming experience for everyone.As of June 5, 2024, I have not received an appropriate response, and the abuse and discrimination continue at the UXBRIDGE store, where my recent two requests for a rental quote has gone unanswered. Does the store take a lead from Mr. Koopman?
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April 2024 by Quality ABA Services
I made a purchase, that I lost the receipt for and forgot when I bought it! Thankfully, Steve , at the power tools desk, was able and willing to find it in their system AND send me an email , of the original receipt. Thank you for your job professionality!
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November 2023 by Alan B.
I've been using Koopman Lumber for over a decade, I'd describe them as a boutique hardware, paint and lumber store. They are much smaller in scale than a Home Depot, but offer more personalized service, and a faster and easier solution for most related needs. For example, when I purchased a gas grill from them, it was assembled and delivered on the same day of my order. They delivered it to my deck, ready to go. I needed to match a ten-year-old outdoor trim paint for my deck and didn't know what color was used. Not only did they scan it for a perfect match, but they also provided a free paint sample can (see photo) so I could test it. They provide one free paint sample per month if you're in their customer loyalty program. You can't get everything here, but you can get most things, and find them faster and easier than the giant box store alternatives. It looks like they are only located in Massachusetts, with 11 locations. I will return.
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September 2023 by Jared Wheelock
Always top notch customer service and support. It’s nice that they have knowledgeable staff so when you ask where something is they actually know. I purchase everything from them from my grill supplies to hardware and power equipment! When I have had issues like a $200 battery failure, they got it replaced for me.
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September 2023 by Melanie Francis
Went in last week with incorrectly tinted paint that we had purchased and the staff resolved our problem immediately with no additional charge to us at all. Their quick action and willingness to resolve the issue allowed us to keep to our project timeline. Could not recommend the Uxbridge Koopman's more (especially the paint staff)!
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July 2023 by Eric Schermerhorn
Good Evening. I just wanted to leave a review and comment on the service I received today. I brought my pressure washer into the Uxbridge store today to hopefully be serviced as it was our biggest rig and we were in the middle of an expensive job. The nice woman at the repair desk (I feel awful not remembering her name) Said it would about 3 weeks to look at it there as they were backed up. She could see the disparity in my face as I was hoping for a miracle to get the rig back online asap. She was quick to thinking and asked if I would be willing to drive to the Grafton store. She called Curt and asked how long it would be to look at it. Curt said “bring it over now and we’ll take a look.” I got there and Curt helped me unload it and took all my info. He also had a big enough rig available to rent for the day to finish the job. We finished the job with time to spare and Curt was also able to fix my washer all in the same day! A+ to both employees for creative thinking, adaptability and customer service. I always love doing business with Koopman! Thank you again, Eric Schermerhorn Owner, Blackstone Valley Power Washing
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June 2023 by Scott Silverman
I purchased the top of the line Honda lawnmower online. My local Home Depot was out of stock so I thought I would order it online and then drive an hour to get this at Koopmans as they had it in stock. I was familiar with Koopmans as this is where my contractor got all his lumber, supplies and Andersen windows for our house addition.Sadly the person (named Pru) that helped me when I picked up my lawnmower was not an appropriate person to be working with customers. She seemed to not really be interested. Because I was purchasing a Honda lawnmower, they were required to send in the registration directly. She gave me a copy of the completed registration but I did not check that everything was entered correctly. I assumed, my mistake, that the person was competent and could read my email and home address from the online order I submitted (which contained all of this information).I asked for assistance to load the lawn mower into my car. A gentleman came over and helped. Once the lawnmower was in the car he asked if I was explained the operation of the lawnmower. I said no. At which time Pru immediately walked away . The man thought a second and then walked me to a nearby (similar) lawnmower (as my lawnmower was already loaded in the car) and explained me the operation.Upon getting home, I saw that the information on the registration was ALL wrong. She botched the name of my street and my email was not readable. To top it off, the lawnmower was registered as Commercial. I am a homeowner and registering it as Commercial GREATLY reduces the length of time of my warranty.I called Honda Customer Support a few days later to correct this. It took three phone calls to get this all straight plus a fourth call to confirm everything was all correct. I had to end up emailing pictures of the lawnmower and my receipt. This whole ordeal had to be escalated to a “tier 2” representative because the people answering the phone could not simply correct these mistakes. I was told it would about 2 weeks for Honda to correct it all as Honda takes registration VERY seriously.I do not know if Pru is a family member, had a bad day or what but she should not be working with customers. On a scale from 1 to 5 her energy level and interest was a 1. Perhaps a job that does not interface with customers would be a better match. I do thank the gentleman (I do not know his name but I believe he worked in service) for taking the time and appreciating my business.I cannot recommend ordering online through the Koopman website. If anything, it was more trouble than it was worth. I so wish I was able to find the lawnmower at a big box store, bring it home, perform the simple steps to assemble it (assemble the grass bag, add oil, extend the handle) and send in the registration myself.
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April 2023 by Jim Tornabene
Great store all around. Good experience every time I go. Staff is super helpful and knowledgeable. Rental crew is top notch. All is well managed and coordinated at the highest level for the customer which is few and far between nowadays.
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January 2023 by Matthew Prendergast
They have it all, lumber, rental equipment, home goods, power products, repair services, on and on. Also plenty of great folks to help you find what you are looking for.
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October 2022 by Jay Lussier
Staff were very professional and courteous
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July 2022 by Joseph Fitzgerald
First time customer and last time customer all in one day. Placed an online order for a plastic Adirondack-style chair in white, which was supposedly in stock, according to their web page. I go to pick it up and see a dingy, scuffed white plastic chair with my order number outside the store, but the chair is totally different then the one I ordered. It's made by a different company and wasn't nearly as nice as the one I ordered. I go inside and speak to the disinterested guy behind the service desk. He tells me they were out of stock on the chair that I actually ordered. I felt like asking him if that were the case, why did you pull a fast one and try to sell me an altogether different chair that was obviously bottom of the barrel? Kept my mouth shut instead and simply asked that my credit card be refunded. A day later I notice that my card was charged, but no refund. Call the store and was told it was refunded that morning. Obviously it wasn't a priority that it be refunded immediately. Today, I ordered the exact same chair I wanted from Aubuchon's in Franklin. It was ready for pickup that same afternoon and was actually a few bucks cheaper. Won't be going back to Koopmans in Uxbridge any time soon. The whole vibe of the place is pretty depressing. Most of the employees there looked bored and miserable and hardly interested in helping customers. Big and impressive in terms of merchandise, but customer service is sorely lacking.
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July 2022 by Joe Morse
Great place great people top notch assistance from any employee at the store to find any of the top notch products at reasonable prices I'm a daily shopper
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June 2022 by Joseph F.
First time customer and last time customer all in one day. Placed an online order for a plastic Adirondack-style chair in white, which was supposedly in stock, according to their web page. I go to pick it up and see a dingy, scuffed white plastic chair with my order number outside the store, but the chair is totally different then the one I ordered. It's made by a different company and wasn't nearly as nice as the one I ordered. I go inside and speak to the disinterested guy behind the service desk. He tells me they were out of stock on the chair that I actually ordered. I felt like asking him if that were the case, why did you pull a fast one and try to sell me an altogether different chair that was obviously bottom of the barrel? Kept my mouth shut instead and simply asked that my credit card be refunded. A day later I notice that my card was charged, but no refund. Call the store and was told it was refunded that morning. Obviously it wasn't a priority that it be refunded immediately. Today, I ordered the exact same chair I wanted from Aubuchon's in Franklin. It was ready for pickup that same afternoon and was actually a few bucks cheaper. Won't be going back to Koopmans in Uxbridge any time soon. The whole vibe of the place is pretty depressing. Most of the employees there looked bored and miserable and hardly interested in helping customers. Big and impressive in terms of merchandise, but customer service is sorely lacking.
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May 2022 by Jessica Chapman
Despite being a small store they almost always have what I need, saving me a trip to a bigger store that frequently doesn't. Employees are friendly, available and helpful.
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May 2022 by Scott Belanger
Pretty nice garden center! Had everything we were looking for. And the staff is very helpful!!! Definitely be going back for more.
