Columnist Criticizes Home Depot Service

New York, March 14, 2007--A syndicated business column on MSN.com's finance site criticizing Home Depot’s customer service hit such a nerve with readers it prompted the largest number of reader responses in the site's history.

It also prompted Home Depot Chief Executive Frank Blake to post a heartfelt apology to customers on the site. "There's no way I can express how sorry I am for all of the stories you shared," Blake wrote in his post on the MSN message board. "I recognize that many of you were loyal and dedicated shoppers of The Home Depot … and we let you down. That's unacceptable."

The column by syndicated business writer Scott Burns took Home Depot to task for hiring too few workers in its stores, so customers have to waste time waiting around. "The result is that a once iconic, wonderfully American store has become an aggravation rather than a blessing," Burns wrote. Home Depot didn't respond to his emailed request for comment.

The Atlanta-based home improvement retailer's fortunes have withered in recent years. Under controversial Chief Executive Robert Nardelli, the company cut staff and other expenses as sales slowed, but he was unable to reignite the company's once soaring stock price. Mr. Nardelli was forced to resign in January amid a pay dispute. Blake succeeded him, vowing to restore some of the qualities that helped the company to thrive previously.

At a recent meeting with analysts, the company reported it plans to add 83,000 new store workers this year, which includes staffing new stores and staffing for attrition. That translates to 15,000 net new workers at its approximately 2,000 stores, according to a Home Depot spokesman. Increases in staffing levels will vary for each specific store with high volume stores receiving the most.

Burns apparently touched a nerve. MSN.com received more than 3,000 posts to its message board from individual readers, most of who agreed emphatically with the column.

In response, Blake said the company was recruiting skilled tradespeople and improving the appearance and layout of the stores and impressing upon workers the importance of customer service. Then he encouraged posters to send their complaints to an email address, wehearyou@homedepot.com.

"You have my personal assurance that every effort will be made to address your concerns," Blake wrote.