Rowlett's Hardware Store

"Saturday: September 2, 2023 at around 10:30 am. Location: Rowlett's Hardware, Grandview, Texas. Employee’s present: Older white male, tall with gray hair and beard. Older white female with long brunette hair. Since when is it a requirement for a customer to perform the employee’s job? I stopped by the store to purchase 4 grade 8 3/8-inch, 3 ½-inch bolts, neoprene nuts, and lock washers. I walked back to the bolt bin and located what I needed and went to the register to check out. Both employees were behind the counter. Two other customers in the store besides me did not require any assistance from either employee. I placed my items on the counter and was asked sharply by the female employee how much each item was. I told her I didn’t know and added that since she worked there she should know the price. Although she was cordial, her inflection was not. She told me I would have to go and obtain the price of each bolt, nut, and washer. I responded by saying she could do that. The white male employee proceeded to tell me that it was not her job to do that. He said I would have to go back and find the plastic bag and the pen and write the price and quantity down on the bag myself and return to the counter. His tone told me everything I needed to know about his demeanor and inflection as well, although he was not overtly rude in his statement he did hold his composure. I needed the items and went back and got the information needed and returned to the counter to check out. I would normally argue this point with them, but I had no time to delay in this instance. I checked out and the white female again had inflection by being overtly nice as I watched her complete my transaction. The type of inflection to tell someone that you were put in your place and I am laughing that you complied. I knew what she was doing… On top of that, she rang each item up as a miscellaneous item and closed the sale. I have an issue with this. If you go to Lowes, Home Depot, Tractor Supply, or any other hardware store they have a folder that contains information on every bolt, nut, and washer in their bins if sold individually and not in a package. These items are not barcoded and have no way to be scanned. Hence, a need for the folder for reference at the register. In addition, there were two employees in the store not helping anyone and there was absolutely no need to tell me that I needed to go back to the bin and get the information they wanted. That store is small and quickly accessed. It is my opinion that the employees of Rowlett's Hardware are lazy and do not see a need to fulfill their job requirements. If a store chooses to forego pricing their items, it is not the customer’s JOB to get that information for the employee. We are there to make a purchase, not chase down pricing or item numbers for the merchandise they sell. We simply do not have time for this type of delay. Case in point, the week prior, the white female was working alone in the store when I purchased a hose bib for a new washer that I purchased. The one I selected had no tag on it when I went to check out. She told me that the item should have had a barcode on it. She left the register and went back to the shelf and selected one herself that contained a barcode. My transaction was completed and I left. No issue with this. Because of this, I will be holding my purchases of this nature until I need to take a trip to Cleburne, in which case I will make my purchases at another hardware store. If Rowlett's Hardware is able to produce a policy that specifically says customers are required to locate their own pricing information and item numbers while shopping in their store, I will return as a customer. If this is expected of a customer, the public needs to be made aware of this information before purchasing anything from their store. If the most recent one-star reviews already posted are an indication, these two employees appear to be the problem."

"I really like this store, they seem to have what I need, the store is clean and well organized, and the staff are always friendly and helpful!"

"Very ugly, I am new in town. The lady did not want to help with a return, I do not know anywhere around here. I read the reviews before going, unfortunately she is not “super nice, and helpful.”"

"The Gray haired Gray bearded man who walked over and asked if I needed help was no help at all. He was not knowledgeable in what I needed and was dismissive as to my problem. I left without making a purchase and went to Lowe's where I was satisfied."

"Some items might be a little higher than at your big box stores, but it's not a big box store. It's a convenient, friendly, and knowledgeable place to help you get what you need to get the job done. Which I'll pay a little bit more for, and not have to deal with lazy, uneducated staff. Thanks guys! I'll be back to get more firewood, chainsaw chains, 2 cycle mix, screws, bolts, and smiles from the happy staff!"