Capitol Hardware

Terrible customer service. Stood in line for 15 minutes and when it was my turn the clerk announced he was going to lunch. He didn’t even give me eye contact or let me know that somebody else would be able to help me if I continued to wait. They are helpful when you can get somebody to help you but I couldn’t believe how rude the guy was. If he had just said something, anything! to me at all, it would’ve been fine.

I went in with measurements to buy an inside mail slot. The man was very abrupt, said he had one size larger than my measuerements, but it would work. He was very unfriendly and abrupt. He gave me the mail slot, but acted like I was bothering him. When I Got home, it did Not fit the slot. He apparently never looked at the measurements That I showed him.

After reading the «negative» reviews we went to Capitol Hardware on a Monday afternoon with a bit of trepidation. Well, their displays were terrific and we browsed for a while and found a style of cabinet drawer/​door pulls that we liked. While waiting our turn at the service counter we observed how helpful all the staff members were with their patrons. Our turn came up and RICH couldn’t have been more courteous and helpful. Don’t know what was going on in early 2012 but our experience was as good as it could have been.

We are very pleased with the Baldwin hardware we purchased from Capital Hardware. There were some delays but the owner was able to intervene and get us what we needed. We will definitely shop here again.
Pros
selection
local business
Janika
prices
contractor discount
hands on owner
cons
poor internal communication between staff
computer system seems outdated
customer service is inconsistent

I’m surprised to hear bad comments about Capital Hardware. We have been customers since 2001 and have always received kind, friendly, helpful service. Recently the hardware on one of our doors was having a problem. When I was unable to remove the hardware to bring to the store, an associate came to the house and
solved the problem. Is that SERVICE or what?!!

This is the type of business that the internet will eventually destroy. They have a good stock of merchandise, but they have rude unhelpful staff. I am someone who likes to patronize local businesses, but I will never shop there again. Today I went into order a product that they told me they would be able to special order. I agreed to the price and the mark-​up they quoted. I purchased the other items I needed and as I was walking out, noticed that my receipt did not have the special order item. When I went back in to ask why, they told me the boss said I could not special order because I didn’t do enough business with them. 1) I was happy to pre-​pay the purchase, so it wasn’t an issue of the extending credit. 2) They quoted me a price and didn’t tell me they were unable to complete the order until after I had purchased the other items. 3) They were rude when I asked for an explanation.
Life is too short to interact with people like this. They have good merchandise, so I will continue to browse there, and will purchase online (I found the product they were unable to sell me online at
).

I have never been treated so rudely as I was in this store. I am not a difficult customer. I am patient. They fried my last nerve though. One clerk, Isabel, was so condescending I could not believe it. She was not just huffy or curt, she was mean. Don’t they care about how customers are treated? Apparently not. Use the internet or a big box store.