Orchard Supply Hardware

I want to thank Krischell for helping me solve a problem with the fire pit table that I had bought at OSH last summer. We love this table but the igniter stopped working and I had no way to fix it. She was amazing… sent a brand new replacement to my house in time for our party. We love the fire pit and the excellent customer service from this OSH location. They have a unique, well priced selection of outdoor items and accessories.

Went to the customer service desk which was empty. The customer service person, a young Latino woman, was on the phone. When she got off the phone, I was standing alone at the customer service desk and presented a register receipt for a garden purchase. She immediately turned to loudly speak in Spanish to a customer about five feet away. It would have been appropriate for her to let me know that she was engaged with another customer and would help me as soon as she finished with him. But I was left standing there while she was speaking Spanish leaving me rather bewildered as to what was going on.
Then she turned to me looked at the receipt and in a challenging manner asked me what I wanted her to do with it. I was misinformed about the lifetime plant guarantee which she impudently told me requires the dead plants and not just the six pack marker as well as the receipt. It was a very aggravating experience.
I have shopped at OSH since 1984 and have always been satisfied with their store and still am with some of the employees. So I was pretty surprised with this experience. Reading some of the other bad experiences leads me to believe that the management is not training the new staff on how to behave with customers.

Very knowledgeable staff. I have been to this branch dozens of times and gotten great advice and made many purchases from the nursery, hardware and household selections. Big enough to have a fairly large selection but small enough to not have to do a mini– marathon finding help and items. I am headed there now!

After they renovated this OSH about a half year ago, I can see that they are trying hard to be better. The store looks nicer for sure but I think the customer service still needs some improvements.
I was very disappointed today especially about the issue. I tried to use bunch of coupons which were offered from OSH but one of them didn’t go through. 2 cashers were trouble shooting. One of the cashers said, «Oh, this coupon is already expired!» for the coupon that’s expiring tomorrow. Then the casher shouted to the manager, «She has 2 coupons and she wants to use both!» as if it was my fault??? There’s no restriction to use multiple coupons and that part was not the problem. My case was holding a long line behind me and it made me look so bad. The whole thing took about 15 min or so. And the casher didn’t even say sorry for such a long wait or anything at the end.
Some malfunctions happen sometimes to anyone — so it’s all right, but the way they handled the problem today was not really nice.
I hope they will understand what attracts customers — not so much about pretty looking store but a great customer service and knowledgeable stuff members.

I would like to say that there is nothing like good old fashioned customer service. There was some kind of goof and I never received a call back when a large item (I had paid for) came back into stock. A month later, needless to say I was a little annoyed. The asst manager Antonio not only tracked down the lost order, but delivered the item to my home within hours. I was going to stop shopping there but now will definitely go back. Well done, Orchard Supply.

Wow, this place looks amazing! I was a frequent customer of Home Depot until I happened into OSH in Redwood City about a year ago before the remodel. I was looking to update my garden and was lucky enough to have Jeff in the nursery help me out. I am now a loyal OSH customer because of my exceptional customer experience on the first day. Jeff is such a knowledgeable manager and always very helpful. I always ask for him personally. Although the nursery seems a little under staffed at times, Jeff has done a wonderful job training the employees.

I want to thank James and Paul who were both a huge help today as I tried to locate a discontinued fountain. They both embody the best in customer service.
James went out of his way to find out if OSH had the item in stock, including walking over to the supply warehouse to verify the item was in stock after it couldn’t be located on the floor. When he discovered that the item was damaged, he went out of his way to find another OSH that had the item in stock.
Paul helped me evaluate the damaged fountain at OSH in Redwood City and then helped find the store manager to see if I could negotiate a better price.
It’s superior customer service provided by James and Paul that keeps me a loyal customer of OSH.

Gets the job done when I need to do work around the house. Newer designed store, looks good but hard to find things if you’re used to the «old» store set up. Don’t bother asking for help, you’re better off reading the package yourself.

I shop here all the time, and usually no complaints. But two days in a row, in the evenings, completely disappointing service in the Pick-​Up/​Warehouse section. To be more specific, yesterday at 6pm the giant door to the Pick-​Up station was closed, no access, no notice, nothing. How is that even remotely possible? Fast forward to this evening, again 6pm: door is open, I hear the automated alert ring to notify staff that a customer has arrived, and nothing for 7 – 8 minutes. Finally, someone manages to drag themselves from the 2^nd level and doesn’t even bother trying to help me pick up the propane exchange tank. Not a big deal since I can obviously handle a small tank, but the complete lack of concern by the staff both yesterday and today blows me away. What exactly is the management team doing? [Dates: March 14 and 15]

Love the remodel and wanted to Thank Megan for gong out of her way to find an item in the warehouse. Good job.

Today I went to Orchard supply in Redwood City to find a employee there yelling about how he is not going to put the signs up his exact words after this were «I didn’t even order this shit and now I have to find a place for it «and it didn’t end there he kept on and on yelling about all the horridness that was going on in the gardening department. So I decided to just leave I didn’t purchase anything there I just decided to leave. Instead I’ll go to Home Depot or some other place there’s a lot of them so management really should keep an eye on their employees plus it was during the day.

WOW. One of the nicest. Cleanest. Most well staffed OSH stores I have ever been too. Super friendly people working there. Very helpful.

Asked for them to call for customer service in paint and no one showed up for five Minutes and the store was empty. I think I’ll take my business to a big box store like Home Depot where I can get the same subpar service for a better price.

I should of known better…
I used to shop at osh when I first moved to the area, and then the staff got ruder and more unhelpful until I found that homedepot or ace were the places to go. So, now new setup and improvements in the store. Sad to say, same old staff, unhelpful, rude. Really a disgrace to customer service. Went back to ace in menlo park today who were helpful and had the item I needed.
If you need help at a hardware store pretty much go anywhere except OSH.

Who doesn’t love a girl in a tool belt?
Every time I come here, I feel like I’m doing something good for myself and every now and then, for some lucky man. I’m working on a project, fixing something up, repairing and sometimes attempting to turn this brown thumb somewhat green.
I feel like I’m throwing on my tool belt and things are getting done. Whew! For someone like me who is Pitta-​Vata dosha, coming here, brings me closer to to the earth. Closer to getting my daily checklist accomplished and closer to serenity. Ha! Who knew an Orchard Supply Hardware store could do so much!
The staff here is a mixed blend. I hate to say it, because I’m all about feminine empowerment, but if you need an answer to a question, not someone to empathize with your quest, ask a man! Jeez, ladies at Orchard need to get infomed or quit asking me if I need help, you’re wasting my time!
So– yeah, if you’re not much of a frequent OSH– goer, this particular store is remodeling and revamping the interior and exterior out. Uh oh, watch out. Their plants and gardening section seems to have expanded as well. Just a reflection of how this little city is expanding… OSH is preparing for it.
Enjoy!

Bought paint and while taking it out it fell and spilled. Accepted it was my mistake that it was probably not secure in the cart but the employees were really nasty with their looks and remarks. Complained of what they needed to do to remove and how it was my mistake .
Had to wait till the manager or whoever was in charge «Lisa «(who ever she was) came and never asked how I felt losing money and the loss. If it was good customer service they would have offered new can ($ 15 value) but nope instead told me to go buy one .
Felt horribly embarrassed .
Had gone to save money but lost .
Going to Grays paints and pay more .
Lid was probably loose .
Customer was NOT important.

The employees in the garden center made my first visit here terrifying.
One employee was complaining to another employee about their coworker in front of us. That was awkward… Then there was a huge argument between the cashier and two garden center employees about a price for a customer. The customer was yelling and so were the employees. This was so uncomfortable we left our cart and walked out the door. Don’t want to give business to such an unprofessional place. Back to Home Depot it is for me!

Great store, so many helpful people with knowledge and care.

Not the friendliest of staff… although it could be because we walked in 30 minutes before closing but whatever… we knew what we were there for so we didn’t need assistance. OSH is a good place to go when you don’t need to walk the massive aisles aimlessly at Home Depot. This place is perfect for an in and out shopping experience without any hassles.

I like this store better than other big box hardware stores for most of my projects. They are more helpful and typically have a better stock of merchandise for ‘honey do list’ projects.
The staff also will take time to figure out your puzzle of a repair. They actually have people standing around asking you if you need help. No way you would get that at other big box hardware stores anymore.