Orchard Supply Hardware

Reviews 9

A

A Private User

I dont often give negative reviews, but OSH elicits one from me for 3 big reasons. 1. The layout of the store is my top reason for marking this shop below average. OSH sells large items like lumber, BBQs, ladders, big power tools, etc. When you get to the checkout, the checkout aisles are so narrow, it is almost ridiculous trying to get through them with your big items. In order to address this, OSH has a single other counter that you have to go all around an island and into the tool department to get to, only to find yourself, again, in a little narrow aisle. What are they thinking? Makes customers feel like the camel going through the eye of the needle. 2. Customer service irregular. OSH has some great employees and some cranky ones. I expect that understaffing is the culprit behind some of the less-than-friendly service Ive received there. The typical experience is that, first you wander alone around OSH finding what you need, and then you have to go hunt through the entire store to find an employee to help you cut wire, haul lumber, lift down high boxes, etc. Its really tiring and when you do find an employee, you usually have to wait until he has helped the swarm of customers surrounding him looking for assistance. Its not a good experience. 3. OSH is not moving with the green movement in any way. Whole aisles are devoted to deadly chemicals like RoundUp and other herbicides and pesticides, encouraging Petaluma families to put poison on their lands instead of educating them to methods that would help keep our air, water and bodies healthy. This is really a shame, as a home improvement store has a golden opportunity to help locals create a less sickly community and OSH is totally missing the boat in terms of this. OSH should pay a visit to the ACE hardware in Novato to check out the way ample staff and a sensible checkout layout improves the whole feeling and function of a store. As for going green, if OSH would set a trend with this, Id be the first to award them with 5 stars.

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Peggi Rodgers

Overall its ok but my customer service experiences have not been good. As a female I dont always know what I need. When Ive asked for help most of the men act as if Im a nuisance. Most times I just need advice on choosing the right tool or material for a project. But on one occasion I took back a small tiller I had purchased. I couldnt get it started so wondered if something was wrong. The clerk at the counter called a man from the garden section to help. He arrived after a long wait and asked what was wrong. I began telling him and smack in the middle of my second sentence his phone rang. Without a word of pardon, he answered the phone, effectively cutting me off in mid-sentence. He then walked a distance away to take the call leaving me standing there wondering what happened. After about 5 minutes on the phone he turned away and walked off still talking on the phone. Never once said excuse me or any other word to me. I was speechless - never have I experienced such poor and rude customer service. To be fair one of the female clerks saw all of this and called someone else who was friendly and helpful. Somehow, though, that didnt take the bitter taste out of my mouth; but it did get them two stars instead of none.

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David Valente

Been going there for over a decade and it has progressively gotten worse: less selection of items necessary for a builder such as myself and less experienced and knowledgeable staff (I have had to explain a number of times what the item I was looking for did rather than being able to ask for it by industry standard names, and more often than not it was no longer stocked or worse, I would get gee, I dont know if we have it." and a walk away). Nearly useless unless all you need is a # of very basic nails or screws (and even then I would hesitate to rely on them).

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Margarethe Kircher

We had issues with a new BBQ and were ready to return it. A staff member gave us some hints what to try and now it is perfect. At the same time we needed to repair a faucet. Again a staff member helped us out with the correct part and we saved lots of money by not buying a new faucet. WE WILL BE BACK

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Tony Lee

I left something at the store and customer service went out of their way to help find it.

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David Scott

Best hardware store around until Friedman brothers opened up.

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Shaun Harmon

Great professional service. Very clean and organized.

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Kevin Walsh

This is our go to local place for home and garden.

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Mike Weida

lots of out of the ordinary hardware items.

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