Saturday night around 9:30 P.M., the hot water faucet in my kitchen sink suddenly blew out. It wasn’t entirely unexpected, as it had become increasingly harder to turn it off in recent days, but I had anticipated a slow drip rather than a complete and sudden failure.
To complicate matters even further, none of the plumbing fixtures in my 98-year-old house have separate shutoffs. There’s a worn out valve leading to the hot water heater, but that barely slows the flow down to a light stream, and even the main water shut off still produces a stead trickle when closed as tightly as possible.
So there I am on a holiday weekend with no running water, and bleak prospects for a speedy repair.
The next morning, Easter Sunday, I headed down to McLendon Hardware in Renton, where I had bought my 1950’s style, wall-mounted Dishmaster Imperial Four about eight years ago. (Why do I have a 1950’s style, wall-mounted Dismaster Imperial Four? Because my kitchen was last updated in the 1950’s, and that was the only fixture that would adequately cover up the holes in the tile behind the corroded, old Dishmaster I replaced.) If anybody would have a replacement stem in stock it would be them, although I wasn’t too optimistic.
Sure enough, the supply of Dishmaster parts was minimal, as was the available documentation. They were going to have to special order the part on Monday, but they didn’t know from whom, or how much it would cost. It might take days. It might take weeks. Meanwhile, I had no running water but for a steady, omnipresent leak.
So after half an hour of trying to find me what I needed, and a few minutes of discussing the pros and cons of cutting into my ancient, rusting steel pipes and installing a shut off valve (“Once you start cutting into those old pipes, you may not stop until they’re all gone…”) Steve in plumbing made an executive decision. With no manager available to give him the okay, he took the display model off the wall, pulled the precious hot water stem, and placed it in my hand. Then he wrote up a special order for two stems, hot and cold (we figured it was only a matter of time), and billed me twenty bucks apiece, not knowing what it would ultimately cost. When the parts come in and I pick up the other stem, they’ll adjust my credit card up or down accordingly.
Back at home, the problem was fixed in minutes.
By comparison, and this story is just as anecdotal, a couple months ago I stopped in a Lowes I pass maybe three or four days a week, looking for a washer, and after not finding it amongst the handful on display, I tracked down a clerk who helpfully explained that “what we have on the shelf is what we have.”
I post this story not just out of appreciation for McLendon’s excellent and personal customer service, but because I think it makes a statement about what we’ve lost in America in our relentless drive toward productivity and lower prices. McLendon’s, its sprawling stores and over 400 employees, is a far cry from the cramped, musty hardware stores that used to dot nearly every neighborhood business district. I remember a hardware store near where I grew up with a sign in the window that proclaimed “We Fix Everything,” and in that pre-digital era, they probably could. Nowadays “what we have on the shelf is what we have” is the motto that leads us to replace an entire fixture for the want of a 50 cent washer.
Indeed, Steve at McLendon’s could have suggested I spend a couple hundred bucks on a whole new Dishmaster, and I might have. I was desperate. But the local family who owns McLendon’s, despite mimicking the size and layout of the national warehouse-style chains with which they now compete, has managed to retain a bit of that old-style hardware store character, and has clearly instilled that ethos in its employees.
As customers, that’s an ethos we need to support with our wallets if we want it to survive. And that’s why, while a drive near a Lowes almost every day, I head down to Renton for nearly all my garden and hardware needs.
Whenever I have a hardware need I always go to McLendon’s. Not only does it seem they always have what I need, the people know what the heck they’re talking about.
The only reason I ever venture to Lowe’s is when McLendons doesn’t have it. I haven’t stepped foot in a Home Depot in years (Republican ass hole CEO).
Customer service is their hallmark. And I agree, they ROCK!
Amen, Goldy. I always shop at the Mclendon’s in Belfair.
The service is excellent (the staff are really smart and clever and I really need the help!) and unless you’re buying bulk amounts of wire or something like that, the prices are great too. They often beat Lowes and Home Depot by 30% or more for the exact same stuff/brand and they often have higher quality stuff than the big boxes carry.
How you spend your dollars best represents your real values.
Oh indeed, McLendon’s rocks. From the tiniest problem to the large, I can find help, service and IDEAS! And, I don’t have to wait for just the special person from a far off corner of the store. And if they don’t have what I need, they don’t needlessly sell me something that will not work!
There are lots of local companies that provide similar service. Seek them out for your needs, buying local means keeping dollars in neighbors pockets. Sometimes you pay a bit more, but the value is undeniable.
The big-box hardware stores like Home Depot and Lowes are fine if you’re looking for something very standard. But if you’re looking for anything that’s the least bit non-standard (like a Dishmaster Imperial Four), you are screwed. McLendon and other small local stores do a fairly decent job filling this gap.
About 10-15 years ago the service at the big-box stores was not bad, but I agree that nowadays they suck. Once in a while you find a knowledgeable employee, but for the most part they are unhelpful.
Oh, and just to be clear, while I purchased the Dishmaster to fit both the style, plumbing and tile cut outs of my 1950’s era kitchen, I actually like the Dishmaster, and don’t blame the product for my short-lived stem. My rusting, galvanized steel pipes are destroying all my fixtures.
Oh… and Dishmasters are still manufactured right here in America.
Another day another reason for me to be glad that every single pipe in my house is made of copper!
We have an Ace Hardware (Ace’s are independently owned) in Gig Harbor that almost always has whatever weird little widget I’m looking for and help that is actually helpful.
@2 McClendon’s in Belfair, Zotz? That’s where I shop. Small world.
@2,7
Belfair? The three of us are practically neighbors!
McClendon’s is the greatest. I try to go there for everything.
Ace is the place in Maple Leaf, they have much the same attitude you describe. If they weren’t in North Seattle, I’d be jealous instead of simply glad for you.
Now, isn’t this a suitable tale for Easter?
My house is two blocks from the McClendon’s in White Center. It’s the greatest!
They really are neighbors and are invariably courteous and helpful. I love the crew of older ladies who staff the cash registers — they remind me of my aunts gathering at grandma’s house to solve all the family’s problems over coffee and cigarettes.
I get similar service from the True Value at the West Seattle junction. I almost always get the “can I help you?” before I even get to the aisle I’m headed to. And if you just need one washer, they will sell you one washer, not a sealed plastic box/bag of them.
@7, 8: We should get together sometime.
I’m a musician, Steve, so I’d be most interested in seeing where that went with you given your recent posts. The site you posted the other day was a joy to click thru. Lots of memories there.
I’m leery of posting info here because I live in the boonies (about 15 miles from anywhere) amongst some pretty “vengeful” wingnuts.
Maybe Goldy can help us out since he has our emails.
Goldy, if Steve and Michael agree, would you please send us an email?
In contrast:
Saturday morning I look out my window, and discover that the Friday evening wind storm had took out a panel on the cedar fence around my backyard. The toe-in nails used to construct it just aren’t adequate to hold up wet cedar against a wind blowing sideways, especially after some ground movement has shifted the fence posts a bit.
I check the garage, and find I’m out of the stud/joist hangers I need to make the repair. I figure a quick trip to Home Depot (closest hardware store around) should suffice. Unfortunatly, as I’m leaving, my wife asks me to pick up the new kitchen faucet she’s had her eye on. I don’t mind buying the faucet, but installing a new kitchen faucet, in addition to fixing a fence, wasn’t what I had planned for the first Saturday I’ve had off in weeks.
But I resolve to be a good husband, and head to Home Depot in Everett. It’s busy, which I guess is understandable for an early Spring saturday. I head to hardware, and I can’t find the stud/joist hangers. I pass a guy in an orange apron, who tells me it’s in “building supplies”, and waves in the general direction of one corner of the store. To me, everyting in Home Depot could be called “building supplies”, but that’s another issue. It takes me 45 minutes to find them, stuck between composite roofing shingles and ladders. The box says they are $1.65, which seems about right, so I pick up six of them, so I can avoid the trip to the store next time.
I head back to hardware, and pick up a couple of boxes of screws – I’m running short on some of them in various lengths.
Then I go looking for the kitchen faucet. Another guy in an orange apron asks me if “I’m finding everything okay”, and I say I’m looking for the kitchen faucets. He waves in the general direction of the entire middle-half of the store, and says it’s in plumbing, and keeps walking. Well, I could have told him that much, but I had been there before anyway, and I knew where to go.
I find the kitchen faucet, but the one my wife wants isn’t on the display. It’s hard to find them on the shelves without knowing the product number. So I spend the next half-hour looking for somebody else in an orange apron to help me. I find someone, who tells me to go back to plumbing, and they will send someone to help me. I wait another twenty minutes, nobody arrives. I go up to the front to the special order desk, and get the blank looks – “If it’s not there, I guess we don’t carry it” explanation. I point out that it was there a month ago, and I need to know if they have quit carrying it, or expected more in later, or had some in the back, etc. Some fumbling around, somebody gets on the phone, and tells me to go back and they will have someone meet me there (they don’t know who yet). I tell them no thanks, I’ve already been through that, I’m running out of time. It’s already almost noon, and I still have to fix the fence and clean up the house before some company arrives in a couple of hours.
I get up to the price register, where a perky, attractive gal with a cheerleader smile and disposition turns to me and tells me “Isn’t it a beautiful day!”. My day is already half ruined, but I don’t want to ruin hers, so I mutter in agreement. Then she asks if I “found everything okay”. I should tell her no, but I know that isn’t going to solve anything, so I don’t. Then I look at the total. The fence/joist hangers are ringing up at $3.98 each, more than twice the price of the sign.
I point out that the cash register is ringing them up as “fence post tops”, and these clearly aren’t “fence post tops”. She checks the product number on the item tags, compares it with the product number showing on the cash register display, and says, “No, that’s the correct price”. I again point out that it’s the wrong item, and somebody has put the wrong tags on the items. She smiles again, and says “I’m so sorry about that.” Then she doesn’t move. She doesn’t call a manager or head cashier. She doesn’t ask for a price check. She just smiles and shrugs, and apologizes.
I ask her what she’s going to do about it. She says she will bring it to the attention of the manager when she sees him, and they will check it out. “Did you still want those fence post tops” she asks?
I go ahead and buy two at the wrong price, because I really need two, and I’m out of time. I leave the rest behind. I also leave the extra screws behind – since I’m going to go to another store to buy more of what I need, there’s no sense if buying anything more from Home Depot than I absolutely have to.
I will say, however, that the Home Depot in Bellevue is considerably better in the customer service department.
@13 I’d be good with that. Lee or Darryl might be the better bet to help out. You know, proudleftist is a musician and I think he lives over on the west side somewhere as well.
@8 I’m down in Union. heh- We can start the Belfair chapter of Drinking Liberally.
Steve, Zotz, whomever… send me an email requesting I pass on your emails, and I’m happy to oblige.
@16: I’m across the Canal from you.
Goldy, if your house is 98 years old, it’s made of real wood … and will still be standing after the McMansions have turned to dust.
McClendon’s is a great company. I am glad they are still around. When they moved their Renton Location from Downtown to the former K-Mart on Ranier Ave, thought they would let the bigger store go to their head, but it did not. I remember their old Downtown Renton site, it could be cramped inside.
@14 My stockbroker told me to buy Lowe’s stock and don’t buy Home Depot’s stock. Now I understand why. Thanks for explaining.
(Disclosure: I don’t own either stock at this time, and have no plans to ever own HD’s stock, no matter what.)
Someone is running negative ads against the cheap labor conservative who lured Boeing to South Carolina with taxpayer subsidies, union-busting laws, and cheap labor. Good!
http://www.wyff4.com/news/23057455/detail.html
@17 Thanks!
@18 I sent an email to Goldy asking to share my email with you and proudleftist. I wasn’t sure if Michael wanted in on this.
McClendon’s has electrical items for older homes that are hard to find elsewhere. You can even track down where something is (which store) on their wewbsite.
Couldn’t agree more. I am sure this has happened to several of you here: You go into the big box, find someone who works there and ask them about how something works or if it will work for whatever project you are currently working on. Their response is to read the label out loud to you! Thanks but I can read idiot. Nothing beats good professional know how and personal experience.
@23: Me too.
My computer may be down for a bit (I’m fixing my office — about to disconnect).
But my number’s googleable if you search on the name in the email.
1. GBS spews:
How do you know McLendon’s are Atheist Progressives like you GBS???
Assuming, aren’t you?!!
It is a great store.
They have been very helpful to me.
I worked in a small, family-owned hardware store from Age 16-19.
I still support family-owned hardware stores.
Steve, Zotz & Michael drinking together is a herd of goats worst nightmare!!
Zotz & Michael–
Steve is an Alderbrook Kountry Klubber.
And a Yacht Klub Kommodore.
A little out of your league.
Make him pick up the tab!
28. Mr. Cynical spews:
Puddy–
The 3 Stooges are alive!!
McClendon’s in Sumner rocks!
Ah Mr. Cynical. Anytime a topic comes up, I can always look forward to the random off topic childish insults. The discussion could be about the best flavor of chewing gum, and you’ll jump in with a comment about how the moderator is a dirty jew, something about libtards, Obama and evil democrats. You’re SO CUTE! I just wanna squeeze ya and put you my pocket!
As for the topic. Tru Value is a great small chain too. The one here in West Seattle in the Alaska Junction is small, but PACKED and always has what I need. The folks there aren’t the box store minimum wage kids either and can ACTUALLY answer questions and help you find what you’re looking for. By contrast go to H*me D*pot and try to even FIND a sales clerk.
I see that the dumbfuck KLOWN continues to babble on and on about goats. I reckon I can roll out my “Mission Accomplished” banner now.
Alki–
Huh, Steve & his love trio were talking about hooking up for Lord only knows what kind of sick rendezvous.
You sit by silently for a full-year of your Atheist Progressive brethren bleating about animal sex and other lunacy.
NOW, you are offended??
TOO DAMN FUNNY!
Steve–
I’m sure your fellow Alderbrook Kountry Klubbers would be impressed by your rantings.
What are you, Sherlock Holmes or something? You’re such a dumbfuck tard. Perhaps you should go back to the other thread and mindlessly spew some more scripture at folks. That’s more your speed, KLOWN.
@33:
Klynical is projecting cuz he’s knows we’ll be guarding the innocent goats from his and Pudpuller’s depradations.
Fucking goatorum* lapping perverts!
“bleating about animal sex and other lunacy”
You project too much, KLOWN. Besides, we’re already aware of your beastial predilictions. That’s old news, KLOWN. Boring. But if you and your friends want to babble on about goats, maybe Goldy can start a special thread for you and your ilk.
Zotz and Steve,
I’m a bit farther away, but let me know if you plan a gathering. I think an invitation to Cynny would be appropriate as well. Of course, his being underage would limit the potential venues.
No fucking way!
I know you’re kidding (no pun intended, innocent goats!) but my mom taught me to give steaming shit piles a wide berth! It gets on you and it stinks!
40
I was just being considerate of his goats. The poor things deserve an occasional break from Cynny’s attentions. Can you imagine a fate worse than being one of Cynny’s goats? Talk about a new level of hell.
I give a wide berth to crazy people like the KLOWN.
Meet alpha bunny, a relative of Roger’s, no doubt. How’d you like to find that sucker munching in your garden patch? Hmm, I can see where Roger might be coming from with his “rabbits will take over the world”.
Free market zealots will tell you that the big box store paradigm is the “optimal” result of the interplay of the Awesome Free Markets (AMF’s)and is thus the most socially useful outcome given our resource constraints. This, of course, is pure shit once you consider the following:
1. Government subsidized roads, sewers, power distribution systems, i.e., infrastructure.
2. Government mandated zoning rules that encourage suburban sprawl.
3. Artificially low energy price–gasoline, petroleum. Yup. Nothing like ignoring externalities (pollution, global warming)to keep the price low.
4. Public policy to encourage a high dollar which promotes vast quantities of cheap imports and lowers middle and working class incomes.
5. The mere existence of KKKlynical KKKlown, goatfucker.
Feel free to add to this list.
That is one funky faucet. Having worked at Pay N’Pak on the sales floor I can tell you how hard it is to find matching faucet stems or even washers for the various makes of older faucets. Nightmare.
Newer single lever faucets dispense with this stuff, but that guy who helped you is worth his weight in gold.
I’d write a letter to his boss if I were you. Most retail workers are ignored, abused, and totally unappreciated–as well as being underpaid.
Home Depot and Lowe’s have capitalized on the home remodeling boom over the past twenty years. Homeowners who found their wages stagnant (or falling) can’t afford to hire professionals, so they are trying to learn how to do it themselves, and generate some additional equity in the process.
Having come from a family who knows how to “swing a hammer”, none of this is new to me. But there are some things I stay away from, including all but the simplest plumbing or electrical. Those I leave to professionals. And I’ve decided to leave laying tile floors to the professionals as well – someone with years of experience usually lays a nice, even tile without slight imperfections that would bug me years later as I looked at the job. And although I know how to lay a roof, I’m hiring that job out this summer – if they fall off the roof they get time loss payments via state industrial, but if I fall off the roof I had better be healthy enough to return to work before my sick leave/vacation time runs out.
But I’m thinking that we’ve probably hit the peak of that trend, and are heading down the other side. Learning how to build everything yourself is inherently inefficient, you are constantly struggling against the learning curve, and you are just getting to the point of doing it half right when the job is finished – and it will probably be years before you attempt a similar job again.
44
I knew that Cynny’s mere existence was the cause of much that is wrong with the world, especially the goat world, but I did not realize he had a role to play in the big box store retail phenomenon. Thank you for bringing this important fact to our attention.
rhp6033,
One thing to prevent much of your situation is learning how to do such things at a young age. I was fortunate and learned to wrench on cars and do woodworking (even building boats). I never had a job at McDonalds or any other “typical” teenage/young 20s job. Electrical is not rocket science. Those skills I learned have paid dividends now I’m (allegedly) grown up.
If you support your local True Value and Ace you are doing valiant battle with the big box stores too. Lowes and Home Depot have been in a race to the bottom for a while. Back in the Eagle Hardware days they weren’t too bad.
# 48: Well, I know how to frame a house, lay a sub-floor, mix and pour concrete, build a brick wall (as long as the lines don’t have to be too perfect), lay composite roofing, etc. I don’t quite have my father’s skills doing finished work (cabinetry, millwork, mitered corners, etc.), but I can usually get by (although sometimes my wife dissagreesm, but she’s a very picky customer).
I can do most electrical work on outlets, move outlets to other locations, and any plumbing after the rough-in (installing sinks & toilets, fixing leaks & clogs, etc.). But I avoid anything which involves connections to the main power breakers, or plumbing deeper than the interior walls.
I agree, building/mechanical skills are valuable things to have. I wish I had learned more about car repair. But with the new cars and their computers and electrical fault codes, I’m completely lost.
Don’t forget Hardwick’s in the University District. They are a great place to pick up all sorts of odd tools among other things.