“You can get anything you need at a hardware store” — The Death of Retail

My father used to say “You can get anything you need at a hardware store.” I used to love going with him to the local Ace Hardware and getting the special screws or bolts and tools for a particular project. The smell, the merchandise packed floor to ceiling and narrow aisles filled with parts for plumbing, electrical, appliances, housewares and even toys and car and airplane models with the glue and paint for those models too. There were no shortage of these local hardware stores. Throughout the Western suburbs of Chicago where I grew up, each town had its own local hardware, pet store, grocery store, stamp and coin store, bakery, butcher and so forth. “Shop small” and “Buy local” weren’t stickers – they were a way of life.

Everyone who worked there seemed to know exactly where a particular part, clamp, pliers, washer or piece of plastic was for a particular job. People knew us – my father was Marty and I was little Marty. I would remind them my name was Keith but I suppose there were worst names they could call me.

Around this time of year, snow shovels, snowblowers, snow brushes, jumper cables, salt, Christmas trees and lights would replace the seed spreaders, grass seed, rakes, outdoor pool equipment and Halloween decorations.

Today of course these local hardware stores, like much of small retail is going away.

Recently I saw something I have never seen – a Starbucks that went of business. The coffee shop was in an upscale suburban shopping complex anchored by high end stores for women and children’s clothing and shoes along with small bakeries, an optical shop, restaurant, breakfast place and cosmetic dermatology. The clothing stores went away, the rents went up and the Starbucks and bakeries followed
along. There were fewer folks getting their bundt cakes and lattes without the retail stores.

The convenience and price along with free shipping from Amazon seems is to be blamed for killing bricks and mortar retail. With Amazon you don’t need a snowblower and salt unless you are going to make it easier for the Amazon Prime truck driver.

If you are going to shovel and salt, it is more likely you will hit a Home Depot, Lowes or Menards before you hit a local hardware store. Assuming you don’t buy your ice scraper on Amazon.

But it seems retail killed retail. Have you been to a “big box” store recently looking for a left handed screwdriver or an out of date part for an old lamp or table? Good luck.

These don’t have a “local hardware man” to help you. Some are lucky to know where the lamps are let alone parts for the lamp. They look it up on their phone and direct you to a “bay” or “aisle” you are most likely, they think, to find the part.

Beyond that, the folks in the blue or orange vests or aprons will ask you the same question “Have you looked online?” My answer is always the same, “I came to the store”.

They direct you to a “kiosk” where you can search for the item and see if they have it “online” where they can ship  to the store for free when the truck comes next Monday. They will call you when it comes in. Or they can text or email you. “Have you used the kiosk before?”, they will ask you. “I came to the store to find what I need, pay for it and take it home”, I answer.

After they text you, email you and call you to tell you the part has arrived to fix your lamp, “Customer Service” is anything but. They can’t find it, they spell Kaplan with a “C” and can’t locate it or mthere was an error in the “warehouse” and the item actually never shipped. In fact, they no longer have that part but can sell you a whole new lamp for $32 rather than a piece of plastic for 50 cents.

“Have you downloaded our app to shop for items in the store?” Are you kidding me? Walk around staring into my phone using an “app” to find the items. What if I walk into a table saw or drill press?

“What’s a table saw?”

Assuming you give up and find the right bay or aisle or section and can find the item in its box, you check yourself out like you work there. Someone points to an open “station” which is usually obvious and tells you the machine will accept “Apple Pay” but not “Samsung Pay”. What if you don’t have “Apple Pay?”, I ask meekly.

“Do you have our app? You can order it online and pay for it?”
Huh? I am holding the box in my hands in the store?

“Sir, please go to Customer Service and see if they can help you. You are tying up this station and people are waiting to check out.”

“Would you like to sign up for a credit card and get a free soft drink and be entered in a raffle to win a $5 gift certificate?”

Do I have to use that credit card and gift certificate in one of these stores?
“Yes.”

I will go to Amazon. I can get the same or better product at a lower cost and they leave it on porch for
you the next day.
“Thank you.”