I wish I could rate them ZERO. I am remodeling my kitchen and needed information about hardware. I called the Round Rock, Texas store and a man told me that he was cutting a key for a customer and would be right with me. I sat listening to the goings on in that department for almost 30 minutes. While "on hold", I contacted the store operator from my landline to let her know the situation and she told me that the hardware department line was in use. I told her that was because I was "on hold" (cell phone) and listening to the department staff/customers for what was over 27 minutes at that point. She took my name and told me that the store manager would return my call. Just before the 30 minute mark of me being "on hold", someone hung up the phone. It has now been over 3 hours and I have never received a call from anyone including the store manager. I called again and another operator answered and told me that the manager probably never reeived the initial message I left and was out-to-lunch. She offered to take my name and number again and I replied "I am done" to which she said very matter of factly, "okay". NOW I KNOW WHY customer service jobs are being outsourced. I would much prefer to listen to someone who I can't understand at least TRY to provide customer service. BTW, I made my purchase from Home Depot but thank you for the lesson in how NOT to try to retain a customer.