Pat Summerall and Bob Vila Would Be Proud
True Value
Ordering from a company
that truly understands and fulfills the promise of web shopping is a job.
True Value, the online shopping arm of the ubiquitous hardware chain,
may be one of the best I’ve ordered from in a long time. One might not think
that a stodgy hardware retailer gets the web, but True Value beats expectations
for ease of use, selection, price and delivery.
Bob Vila Would Be Proud
True Value is chock-full of useful resource in addition to being an online
shopping site. Project tips and how-tos are easily accessible throughout
the site and run a range of simple to complex. These sections are often
illustrated and feature easy step-by-step instructions. A "project scrapbook"s
functions as a sitewide bookmark list, allowing users to save a location
for future use without using valuable browser bookmark space.
The information seems accurate and user friendly, although hardcore
do-it-yourselfers may need more advanced resources. For me, who once though
a stud locator was my friend Susie, the information was very helpful and
even prompted me to bookmark one project for spring.
A comprehensive question and answers section rounds out the site’s resources.
This section is heavily leveraged with information from well known partners
such as Scotts for lawn care and a home improvement company for maintenance
issues. Unlike other sites, however, no hard sell exists in this area.
Users will not be inundated with pop-up ads and suggested purchases. From
navigating through the questions, I was surprised that True Value did not
even include links to products mentioned in the answer. This may seem
like a lost sales opportunity, but instead creates an aura of an unbiased
environment.
Pat Summerall Would Be Proud
Forget John Madden. Summerall, the legendary football announcer and company
pitchman constantly extols the value of good execution. From the lightning
fast load time of the main page to the comprehensive order confirmation
and fulfillment, True Value performs like a champion.
The site constantly reinforces sales items and allows users to link
to a local store and see items on sale in that location’s inventory. This
store association is tracked in your user profile, and although easily
changed, allows you to maintain a bricks and mortar connection with the
site.
A well-written and helpful FAQ section guides users through the order
process and rules. It is there, for example, that users learn that shipping
is done via UPS, and unlike other sites, the cost is based on weight,
not dollar amount. Tax is charged for shipping to Illinois and Pennsylvania
addresses, and the company promises to maintain individual privacy in
a well-written, easy-to-understand privacy statement.
Users can browse the specials in an online flyer, search by item name
or search by project. The shopping cart functionality is excellent,
prices are good and the site accepts all major credit cards
including American Express
and Discover. Like virtually every other shopping site, True Value
also stores address book information, a time-saving feature
for return customers.
The site’s only minor drawback is that items purchased online cannot
be returned to local stores. This convenient way to exchange items is
fast becoming the norm, but I do not think that the inability to return
items locally should deter you from shopping here.
My Old Fulfillment Manager Would Be Proud
Years ago I worked for a company whose distribution centers reported to
my group. The folks there taught me an awful lot about fulfillment logistics
– everything from managing the customer’s moment of delight when they open
the package to effectively communicating to manage expectations.
True Value nailed every lesson I ever learned and tweaked the experience
to make it even better.
An email confirmation showed up shortly after ordering. That confirmation
included a UPS tracking number and link, and wonder of wonders, a telephone
number. Regular online shoppers know that having a telephone number that
connects to a live customer service representative is the most heavenly
of all service offerings. I did not have need for the number, however,
because the package arrived on time and extremely well packed.
Included inside was a small pad of branded Post-It notes, a little premium
that goes a long way towards maximizing that moment of delight. The lights
I ordered were cushioned with airpacks and bubble-wrapped in a sturdy
box. The lights were not only protected inside the box, but the packing
was done well enough to ensure they did not move around inside. A packing
list with a return form preprinted on the back also accompanied my order.
The Bottom Line, Clicks and All
Other companies have attempted to reach the home and garden buyer on the
web. Before ordering from True Value, I never would have imagined that
their site beat the pure play web companies. Now, the site is not only bookmarked,
but the first I will check when buying hardware store-style items.
Five Things To Remember From This Review
1. There is a great resource section here. Even if you don’t purchase, you
can learn a lot.
2. Shipping costs are reasonable and based on weight, not cost.
3. Numerous sale items can be found on the site.
4. All major credit cards are accepted.
5. Navigation is fast and easy and fulfillment is a dream.
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