Orchard Supply Hardware

worst customer service experience ever! after shopping here for more than 20 years and spending thousands of dollars the inability to return a $ 15 part was the end of the line…
at Lowes, no questions and no hassle… at orchard I was called a thief because I didn’t have the receipt… I still have the part I cant use and they will never see me or my money again … that is my fair exchange policy. nice business model…

Orchard Supply Hardware is one of the better, if not the best, hardware and supply stores around. I’m not an expert, but judging by how often hubby comes here — and how the parking lot is full every time I’m here, it’s well-​used. They seem to have every size, fitting, style and option imaginable for all your fix-​it needs. Plus, everything is kept neat and organized, unlike some of the competitor stores. The staff seem to know a lot more, too. Definitely your best choice when you have to check something out in person (and can’t wait for Amazon Prime)!

Great store. Had everything I needed at a reasonable price over their competitors. The store is fresh with stocked shelves and a abundance of knowledgeable employees. Had a chip key made here and it worked the first time. I would recommend this location to anyone that values great customer service.

Hi I rarely Unilocal.and I have probably had 20 good experiences at this OSH, but I have to offer some feedback
Today they called my home phone and emailed me that my window screens were ready. I went down WITHOUT the triplicate paperwork, but WITH the credit card and email/​phone info and the 2 clerks I met were not empowered to give me the screens.
I encountered a similar issue 2 months ago when I wanted to buy an out-​of-​stock water feature, where the manager on the floor told me I could pre-​order a replacement at 25% off, but the desk person said I had to prepay.
Get your stories straight… and give me my window screens PLEASE

I am writing this as I am sitting in my car. I can’t wait to tell you how awesome your Princeton Plaza store in San Jose is. I’m planning to post something on their Facebook page as well. When I say awesome, I mean amazing!
I started my day off at Home Depot, which didn’t have what I needed. So I went to Orchard Supply, which is where I should have gone to begin with. Not only did your staff help me find what I needed, but spent some extra time so that I got EXACTLY what I needed.
In my excitement to get home I left some of my parts in my shopping cart. It wasn’t until an hour later that I realized I had left these things at OSH.
Frantically I called to see if by chance they found my three parts. They had found two parts which were waiting at customer service. I dashed over and was able to get those two parts. I looked around for the third part but couldn’t find it. The nice young man who helped me initially in the store with my purchase even helped me look.
In desperation I decided to walk around the parking lot to look in some of the carts to see if my part was still there. I was at the far end of the parking lot when I hear someone calling to me. A wonderful OSH employee had just found my item and was trying to find me.
The fact that she even tried to look for me was awesome. As a result I had all my original parts and my new parts that I purchased at OSH. I was so happy I was practically in tears and gave her a hug. Your folks at Princeton Plaza go above and beyond. Not only do they know their stuff, but they are very caring as well.

I went to the Princeton Plaza store today to buy paint. No one at the paint counter. I asked a young lady employee if she could call someone to help me, and was told «I don’t know how to mix paint» I again asked if she could call someone…” I’ll try”…10 minutes later no one shows.
customer service at OSH really sucks… never again.

I don’t know why I keep coming back to OSH. It’s usually for the last minute or project items but I go in knowing I will get some decent service or rather advise but I always have to wait in line forever and «yes» I am an OSH club member. Stop asking me! I haven’t seen the rewards yet and instead of greeting me with «are you an OSH club member?» How about,“hi, did you find everything you needed?” Today’s service was horrible and the guy at the cash register was unpleasant. I knew what I wanted, where it was and that I’d wait in line too long to pay too much. But I went anyway… cause it was closer to me than HD. Maybe next time I’ll re-​read my own Unilocal review and go «HD orange» instead of green.

The most cleanest organized friendly Osh I’ve ever been. Garden section is cool and all the plants are vibrant… not dead and on clearance.
Just feel happy when I’m here

Everyone there is super helpful and polite. They have an array of supplies. Always walk out happy with what I need.

This is a good OSH. The customer service is very good, and typically you are asked if you need any assistance shortly after you enter the store. Also, the garden department is very good and fairly priced.

Perfect for a gardening novice like me, who knows not the difference between a hoe and a trowel. Two very nice and knowledgeable employees stopped by to see if they could help me. Prices for the gardening tools are cheaper than Amazon’s and the selection is better than Home Depot’s in that department. Overall a very enjoyable and efficient shopping experience.

Michael the store manager reached out to me yesterday and was very quick to apologize for the incident that took place on Veteran’s Day.
He not only gave us the 20% off our entire purchase, but also went through step by step instructions and explained all the differences between the models. Michael was very outgoing and was happy to see that we gave his store another chance.

I have been shopping at OSH for 25-​years. I love this new store! Today I walked in and brushed against a stack of light bulbs, knocking a box to the floor. Of course they broke. The manager, a nice lady with dark brown medium length hair saw this incident. She came over and picked up the box. She looked at me and told me «it was ok». I felt bad and a bit shocked as I have not accidentally broken an item in a store for… I can’t remember when. She was so nice. I love this store!

I love this OSH store! Not only because it’s so close to my house but also because of the excellent customer service and the store is always so nice and clean! Generally OSHs items are a tad more expensive than Home Depot but I don’t mind paying a little more for the service and the shopping experience.
We especially love the paint section in this OSH store, not only because they carry Benjamin Moore, but Megan at the paint section is always so friendly and helpful, she will go out of her way to help us with our question and give us valuable suggestion!
Did I mention OSH is dog friendly? We took our two dogs there shopping today and all the staffs are so friendly and come say hi to them and pet them! Who knew OSH can be more fun than dog park!

Used to buy all my hardware here.
I had ordered some outside dining furniture and a BBQ grill. I tried to give OSH my phone number for delivery, said they did not need it. The driver does not call.
Well, I waited until two hours to closing because you guessed it, no delivery. Of the seven employees no one knew they have to get a phone number or won’t deliver. When I talked to the delivery person she said she was not there when I purchased the items.
Okay, so nobody but her knows they need to get a phone number. Wasted my whole Saturday waiting for this promised delivery. Tried three times to catch the manager, but he was never there when I called. I did talk to a man named «Richard». This guy is not trained in customer service. I asked him how not one of the seven people I talked to knew about needing a phone number. Why did they refuse to write down my number? How am I the only person to have this issue?
He had no answer, he was very irritated and really did not want to talk to me. I can say I did not enjoy talking to him either.
I bought the rest of my outdoor furniture online and discovered shopping at Lowes.

This is actually my first time at this Orchard Supply Hardware store. When we got here, things were easy to find and the staff was helpful and friendly. They loaded my car with the mulch, soil, and trees. Yes, my trunk and backseat was filled with «natural» ingredients. haha… So, if you are worried that you will have to carry heavy loads on a cart, you don’t have to fret. They have pieces of papers that you can write how many bags of mulchyou need, and you can direct a staff member to help you load that tree/​plant onto the cart or help you move it to the front cashier. Yes, they will load it in the car for you too… the right way. Yes, since I have gone to many plant nurseries, there is a right way to pack a car with plants and trees. They seem to know how to do it. Thank you.

My wife and use to go to Home Depot, but when this OSH opened up, we started coming here. it is a great store with everything you need. We just recently tried the «buy a pot and a plant and we’ll plant it for you service». Jan, the gal in the Nursery dept was fantastic! She potted 3 plants for us while we shopped around– and explained the care of each plant.
I can’t say enough great things about this store and the people they have working there.

Great alternative to Home Depot. The staff here knows where everything is, and the selection is good.
I would give it five stars, except for two problems. First, the cash register system is really annoying. It’s a brand new store, but they have tape all over the credit card scanners to prevent you from pushing the wrong buttons. A bigger problem is that the darn thing asks you to confirm your email address EVERY TIME YOU CHECK OUT. My email address hasn’t changed in many years. Not one other store EVER asks for it. Why does OSH ask me to confirm it EVERY SINGLE TIME? At least they don’t display it anymore-​for a few weeks after they opened, they displayed your email address on the screen every time! Now they show you a few letters and ask you to confirm that. Totally annoying!
My other complaint is the Benjamin Moore paint. It’s expensive, and it’s lousy paint. For the same price at Kelly Moore you get a much thicker paint that doesn’t drip and splatter everywhere. I think the Home Depot house brand Behr paint might even be better.
Otherwise, this is my go-​to hardware store.

What I Like about this OSH location:
Big wide aisles, lots of plant selections, clean store, plenty of parking, people who actually patrol the aisles and give you help (as opposed to Home Depot).
Areas of Opportunity:
Check out seems surprisingly slow at this location; can’t figure out why. Sometimes I’ll circle back after a couple minutes and the line has not shrunk. Prices are mid-​range, although you can get an occasional deal.
Overall, very nice location. If there is something really hard to find, I will only go to Home Depot if I have to. Otherwise, OSH will always be my first choice.

They offer a good selection and knowledgeable staff.
The checkout process can be slow and tedious. I really wish the management would do more to improve the speed and staffing of checkout.