I hate Henry’s Waterloo store. Why? Let’s review the security camera footage…
A man walks in, approaches the Canon counter, sets down a camera bag, and waits to be helped. He dinks around with the iMac on the counter for a while. Looks over the lenses behind the counter. Checks his Blackberry. Takes a couple steps over to the studio strobes and look at them for half a minute. Comes back, checks his Blackberry again. Looks at the point-n-shoot cameras in the display case. Checks his Blackberry again. 45 minutes pass in this way. He picks up his camera bag and leaves. Not once in this entire interval did anyone approach him, ask what he wanted, or even glance at him. He was invisible. He seemed accepting of this. Perhaps it’s not the first time he’s had this experience at Henry’s.
Was he a ghost that only the security camera could see? What did he want? Was he just standing there to keep the carpet from curling up? Was he there to buy a $2 pack of lens tissues? Or maybe he was going to drop a couple Gs on another Big White Lens. I guess we’ll never know.
My sympathies. I find my service varies greatly, and I have to be VERY proactive if I want something resembling a competitive price. I think its most redeeming qualities are (for Waterloo) the selection, and the fact that it’s a large chain. So I tend to buy big things there because I have a warranty that is more likely to be honored in 2.5 years when I need it, and I’ll have choices as to where I can take the device in for service.
But otherwise, I’ve had MUCH better mileage ordering stuff from the US – such as mpex.com. Henry’s couldn’t even come close to their pricing on PocketWizards even after taxes/GST/Shipping/whatever. And the mpex folks were pretty darned smooth about making it all happen – even accommodating my desire for “Expedited UPS Shipping” (the lesser evil of the UPS shipping options… and there’s a rant I’ll spare you.)
For what it’s worth, I’ve been in twice in the last week or so and got good service – but it does vary greatly. Again, my sympathies.
You don’t have to tell me about UPS. Or any of the other 168 people that have commented on it…
http://www.thegatesofdawn.ca/wordpress/posts/2006/12/10/ups-brokerage-fee-class-action/
I do all my Henry’s purchases through a single person. I met this person when I bought my Nikon. I have thier card. I call them and only them with all my questions and purchase requests (lenses, adapters, tripods, lens paper, everything regardless of value). By having a single point of contact, I seem to get better service. When I have to go into the store, I call my guy to make sure he’s there and that he know’s I’m coming in. When I arrive, I simply ask for him and he takes care of me. That’s what a business experience should be. I can’t speak for the Waterloo store, but I know in Ottawa the individual sales by the salespeople are tracked (recorded or commissioned, whatever) so perhaps this is why ‘my guy’ at Henry’s tolerates me.
J.
You think thats bad I was in Henrys today and I wanted to buy some paper. I brought my receipt with me from my purchase at their sister store ( Headshots ) The price at the Henrys downtown location was 20 dollars more expensive than Headshots. I even called Headshots to make sure the price hadn’t gone up since I bought it a few days earlier ( it hadn’t ) I spoke with the manager at the store and she told me that it wasn’t the case. ( she wasn’t even polite about it ) I asked her if as a customer she was telling me that I wasn’t correct.. she said yes….. its soo typical at Henrys. The customer is never right..thats if you can even find someone to help you. Henry’s is a terrible store and the one on Queen st. is particularly bad. The prices their are inflated. Seems strange that made me drive across town to Headshots and made me buy it there instead of just calling them and giving me the lower price. Henrys is filled with people who hate their job… and don’t want to be there…
I always feel small when I leave there. They have my money and I’m not really sure what they sold me. How can I know when the salesperson spends more time watching out for his next victim than answering my questions? Dam commission sales.
Oh that’s disappointing.
Disclaimer: I teach photography at Henry’s School of Imaging. All over the GTA, and I’ll be at the Waterloo store (for the first time) today 1pm-4pm, teaching Canon cameras.
That said: I am a full-time professional photographer and I do not work for Henry’s. The School of Imaging is simply my customer some hours every week: I am not an employee. I have nothing to do with the stores. I am not linked with them, and do not get any commission or anything like that. So I feel I can voice an honest opinion.
And that opinion is: While the behaviour you outline here is unacceptable, it’s rare. I really like Henry’s because the people who work there are all passionate about, and knowledgeable about, photography. They’ll usually happily spend half an hour talking to you about this option or that technique. I find it a pleasure to spend time in the stores.
So I do hope that your experiences were really as rare as I believe them to be. I’d much rather buy at a store where staff are knwoledgeable and passionate than at a bog box store where they know nothing.
Just bought a Canon 7D at the Oakville store yesterday, to add to my 1Ds MkIII and 1D MkIII… now have to go earn that moeny I just spent…
I hear you on that one; however, Henry’s is not the only culprit. Many retail stores have poor customer service. AND the only way to change this is to shop elsewhere. Future Shop is no better and in my experience its sales reps are rude and lack social graces required to be a good sales representative. Customer service is what a sales rep provides; but instead of being of service they are being of greed. Bottom line to them is the $$. Poor customer service is what we complacent Canadians come to expect – now and then you have a squeaky wheel, but that person is lonely and can’t carry the load. Much more power in numbers. Watch out you may become the unwanted and banned customer, like the Tim’s burnt coffee guy.
Micheal, you are wrong and because you a known and a “friend” to Henry’s the staff recognize and treat you well.
If you listen and watch you’ll see most staff are pompous and arrogant. They think they are such great photographers blah blah blah, just about every staff I have talked to can’t answer my questions!
Maybe the stores you frequent are better, but you are wrong to say it is “rare”.
I have sent a message to Henry’s headquarters and have yet to hear back from them regarding an offensive sales person! I feel quite intimidated by this sales person, he’s turned agressive ever since I returned a big purchase he processed.
This is the email I sent to the info@ adress.
I don’t usually take time to write email to complain , BUT ENOUGH IS ENOUGH !
I walked in the Waterloo location 2 weeks ago , to be ignored for over 30 minutes by 2 staff “chit chatting” about facebook ,weather,etc….That is until Ron Hewson showed up and noticed that I existed and that I might need help..
Not only did Ron help me , he answer all question I had and even had a few tips on Microphone input for prosumer Camcorders. Ron should get a medal and raise !
So tonight I returned to the store hoping that Ron would be working ,but no dice … We turn our attention to a customer service representative with red hair that insisted on looking down.
She did NOT greet or acknowledge us ,she was about 4 feet away….SAD !!!!
The Camcorder in question is the Canon HFS 100 , when I walked in the Waterloo location 2 weeks ago that Camcorder was $749 , speaking to my girlfriend
I expressed that the camera is now $999 , staff member “DEAN ” finally acknowledge that we are present and told us (Sarcastically) that
” STUFF GOES ON SPECIAL SOMETIMES DUDE” while walking away….. ( Please note that as a consumer I do grasp the basics of promotions)
1. I was not speaking to your employee at that time .I was speaking to my girlfriend. (sarcasm was not required nor wanted)
2. The red haired employee (had a grey shirt ,store manager ?!?!) heard the comment made by Dean and seemed amused.
3. Once again received no greeting by ANY of your staff….(please note that my girlfriend and I we’re the only customers in the store at that time)
I wanted nothing to do with Future Shop / best buy (Big box stores) , I would rather encourage local specialized businesses such as yourself.
I know that your company takes pride in over 100 years of service ,I truly hope this not the new standard your are implementing store wide.
This absolutely is un-acceptable to us , I was hopping that this was one of those Hidden camera shows, where everyone starts laughing because its a joke…
Un-fortunately it was not , and the only joke was the customer service provided at your Waterloo location.
thank you for your time and consideration.
Big fat guy at the Waterloo store is a jackass. Made my wife feel like an idiot.
I’ve been going to the W’loo store for at least 6 years – seldom get the time of day and nobody knows me. Bought 2 DSLRS, some white lenses, bags, gear etc.
But there is nowhere else to go. They have selection and a place to set up shop. If that is all you need you won’t be disappointed.
Kijjiji has better service.
I don’t get it? Doesn’t anybody own that store?
I’ve only been in there a couple of times and found it unlikable; seemed like a hobby-business owned and patronized by the same bunch of in-laws, distant cousins and old friends from high school. Folksy, if you like that kind of thing.
Anyway, the time has come for me to make the leap and spend a couple of grand on a nice Nikon. Having seen in the reviews above that my personal perception of Henry’s in Waterloo is shared by dozens of patrons over the last two years *at least,* it looks like I’ll be taking my brown bills elsewhere.
Thanks for the feedback, all!
I have had great experiences with BJ Photo in Waterloo – prices are competitive with websites, and they have a good selection.
So this person walked into a store and just stood there waiting for someone to come up to him instead of actually asking for assistance? Heaven forbid a store let someone just browse in peace until they talk to a salesperson, oh lawdy Henry’s sure must suck!
Dumbass.