Orchard Supply Hardware

Store is decently stocked and the selection is good for a hardware store, nursery is nice too. The staff running the store seemed a but disorganized and overworked. POS equipment was half busted and it took me and the cashier a few attempts to get the card reader working. Meanwhile folks in the checkout lane next to me were visibly frustrated that there item wasn’t ringing up and it took a few of the other staff to help that checkout person. If OSH could treat their employees at this location better, and modernize the checkout process I would give at least 4 stars.

Called ahead to make sure the seat cushions we needed were definitely in stock. The man that answered the phone guaranteed he had them. I specifically asked to put them on hold under my name and he declined. He told me they weren’t even on the floor so it wasn’t possible for anyone to purchase them. I explained to him I was driving from an hour away so I needed to 100% confirm they were in stock. He again confirmed. Arrived at the store and no one seemed to be able to find them. Was livid. Cannot explain how frustrating this was. Waited 20 minutes to speak with a manager, no one ever helped me. Called back 4 times to speak with a manager and waited on hold 10 – 20 minutes each time without ever speaking to anyone. I had the time on my long drive back home, so I figured I would keep trying. Will definitely never shop at this location again and I’m going to formally complain to our local store manager.

What a strange shopping experience. I came in on a weekday afternoon for a couple of specific items. The store had maybe 4 or 5 customers at most. I must’ve seen at least 10 employees walking around, socializing and joking with each other yet no one wanted to help me locate my products. One gentleman I asked grunted an aisle number and that was about it. No smiles, eye contact or any type of customer service.
I ended up buying one item (only because I am in a pinch and did not want to trek all the way to the other side of town for Lowe’s) and they didn’t even put it in a bag. Last I checked, bags were still free at hardware stores, right?
In the future, I will stick with the OSH in Livermore where they are friendly and helpful!

Had a problem with a patio fire pit I bought about a year ago. Ken in the barbecue area was extremely helpful. He went through all the trouble to see if the regulator on the unit was working properly and when I could not get the unit to work, he told me to bring it back in and Orchard will replace the entire fire pit, which they did. Gary the manager, has to know how valuable Ken is because I will only shop at Orchard for my hardware needs from now on. You can’t get service like this at any other place these days. Thank You for keeping these old values of «taking care of the customer»”.

For an OSH store, the staff here really have a negative attitude and outlook that is quite openly displayed to the patrons. Man, if I were a manager and heard what I hear most times I have had to shop in this store, they would all be hauled into the staff room and disciplined.
Just today, the woman at the «Customer Service» (joke) counter, told me «you’re just going to have to wait until I finish this paperwork».. . before I had even said anything. And, I had to listen to her expletives under her breath as I waited patiently for her to finish the paperwork that was more important than a customer. The girl at the register next to her was complaining about how she just didn’t want to be there today and can’t wait to get out of this place. Really? In front of about 5 customers? I just want to get out of this place too.. . It’s pretty much like this most of the times I have needed to shop here. I know there is another OSH off Crow Canyon. I think will start going there.

Summary: the thick-​armed men and women who run this shop know their shizz when it comes to home improvement.
Came by the local hardware store to get a heavy duty chain and lock to secure my newly bought bike. If I went to a bike shop to buy a lock, it’d cost $ 50+ for a solid thief-​deterring hunk of metal, but I could make my own with a couple feet of chain costing only $ 5/​ft. max. Orchard Supply had all kinds of chain, and I was eyeing the make forged for towing literal metric tons of junk, and I figured I’d look pretty bamf (bordering on tool-​ish) with 15lb of inch-​thick steel looped around my waist. One of the employees asked if I needed any help, and I explained my situation, and he kindly lectured me on how even the thickest steel chain could be snipped through with a bolt cutter and enough leverage. He brought me over to the twisted cable aisle and explained how cable is a lot more flexible and less brittle than what I had been looking for.
Thanks to these guys, I haven’t had mr Fuji stolen yet in this thief-​ridden Bay Area

The sales reps here work hard to get you to buy! I got the full court press when I made my annual pilgrimage for Christmas lights at Orchard Supply Hardware.
«Sir,» said the lady, «Don’t you want to join our membership and also buy these tools on sale?» I had no interest since I’m not handy and I almost never come here. «Oh but you should shop here! We’re so much better than those other stores?» Other stores, I thought? Which ones? I thought better of asking since it was leading to a long, protracted conversation about things I had no interest in.
I walked out of Orchard with my dignity in tact, my wallet mostly guarded save the cost of lights and outdoor extension cord, and still not a member of Orchard’s shopping club.
It’s not a bad store, really. The smell of garden chemicals could knock you out but by and large this isn’t a bad store. I’m just not terribly interested in most of what they sell.
I’ll see them again next year.

This OSH seems to be where the disgruntled and downtrodden find jobs. I’ve been here more than ten times at this point and can only remember one positive staff experience where someone honestly seemed to want to help me find what I to fix something in my house.
Here is a great example of what I mean. I went in today looking for a few small things and wanted to get some keys copied. I’m walking down the rows and see someone with an OSH shirt slowly pushing a cart. I ask if they copy keys and he looks at me and just says «Isle 14», I thank him and head off. I found what I was looking for and then went back to the isle and the machine was there; but there wasn’t anyone around or a way to get help. So I waited while I located the blank I wanted, and then started looking down the rows again. I found the same guy as before and asked if there was someone who could help me with the keys. His response «oh, I’ll do that, I’m the only one here who can». Really? He couldn’t have said that when I first asked him about the keys, or even taken me over and gotten the key copied? No, just made me walk around and have to find my own help, who was the person I talked to in the first place.
I’ve seen arguments among staff, I’ve seen what I think was a manager, perhaps a shift lead, wandering around very loudly telling people where they needed to get some work done, and had one cashier who giggled through our whole transaction because «you look just like an old version of my friend, beard and all, it’s funny».
All in all they still have stuff that I need and use and where the staff can be tired, grouchy, or completely unaware of the store around them at least you can track them down (unlike some of the other homecenter around).

Went in to passively consider a BBQ, first person to meet me was an employee who spent the next 45 minutes helping me consider which option would be best for me. I went with the 3 sectioned gas/​charcoal/​smoker. They assembled it for free! After looking over the instructional guide, it would have taken hours. Plus I got a solid deal, $ 100 under retail. Great place from my one experience.

This is a good go to when you don’t want the Home Depot largess.
Not impressed by their plant selection. Not much there and not the most healthy. I’d rather go to Armstrong.
A good selection of patio accessories.
I needed some metric nuts for my ikea bolts and they got the job done.

Perfect for your everyday fixes, but not the widest selection. Very attentive and helpful staff, especially in the pick up and loading area for large items.
They’re amazing with returns. I bought, opened, and tried a new door knob/​lock/​key and after my HOA demanded I remove it due to not marching the community, Osh took it back without question.

Terrible customer service, bought a outdoor dining set 6 weeks ago and I had call 5 times already asking when my order will come in. Everytine the manager tells me he will check it out and will call me the next day. Never I received 1 phone call from these guys! Never I will shop again there.

I want to give my favorite hardware store some love… now that they are owned by Lowe’s…
PLEASE do not make this like all of your other stores… it is far superior!!!
The employee’s actually know how to do things… and the help we get makes projects so much easier.
If anything you should use this a model for how to improve Lowe’s…
A BIG Fan!

Hate to write this review. I have been coming to this OSH since I moved to Dublin and sadly the customer service has gone down hill rapidly over the last couple of years. I remember the good old days when you could ask someone in the store for help and they actually cared and directed you in the right direction or offered advice that would help me make a buying decision — this is why I liked OSH — I could have gone to any other big box hardware store and made my purchase for considerably less — however I am ol school and I like customer service and put a value on that. The last few times I have made purchases at OSH the lines were incredibly long, the cashiers seemed very unprofessional and even rude — with I could care less attitude. Today I stopped in to make a quick purchase and waited in another line while the cashiers (only 2) took a long time ringing up a purchase then proceeded to have a long winded conversation with the customers about the weather, their kids and who knows what else as the rest of us sweated it out in line waiting to make our purchases and get on with our day.
No more OSH no more money from me — good luck staying open with that type of service.

In general, this isn’t a ‘customer friendly’ store and by that, I mean someone doesn’t typically approach you and offer assistance, you actually have to seek out help yourself. Once you do find someone, they are pretty helpful, knowledgeable and friendly (this has always been my experience).
This review is not based on the store, but on my recent experience with employee Lou. I went on Saturday to purchase paint. Lou was the only person on the floor because everyone else had gone to lunch, so he was extremely busy. When he got to the paint counter, he had such a great attitude. He was friendly and helpful and most importantly, extremely knowledgable. As we waited for the paint to mix, he told me about an app by Benjamin Moore where I can upload a picture of the room I was painting and choose different colors to show what the end result in the room would be. He also told me about the custom color mixing that can be done right there in the store, using the technology from the laser eye.
Keep up the good work Lou. OSH could definitely benefit from more employees like you!

I wanted to like the store, this is the closest hardware store to my home, but last place I go.
Workers are rude, especially the heavyweight white woman in customer service who acts as if she’s the manager and customers are an annoyance. Two of the older guys know their stuff, and do their best to be helpful and not grumpy.
It’s an act of goodness that the store hires handicapped and elderly as cashiers, but not so good for customers who have to be rung up twice when the cashiers forget items, or have to come back when something wasn’t put in the bag. It’s painful to watch them in slow motion pickup and scan items and gaze at the register when you’re in a rush and a long line is building up.
Their stock is consistently getting worse. It’s less about a complete inventory and more about the margin they make. For example they carry obscure pipe thread taps, but not common sizes. They stopped carrying electrical fence parts, which I buy for horse fencing. I asked one of the new kids what happened to the electrical fence parts section and for nylon electrical fence twine, he led me to the electrical department and showed me transparent lamp cord. :(When you think you have everything and carry tags for items stored in their garage, they have to call to check inventory, it’s manual, no computer inventory for them. If they dont stock the items, you’re off to Home Depot wishing you went there in the first place.

This is the only OSH store I’ve been to that are consistently rude… Perhaps they have daily meetings on how to trash their customers.
BTW, I used to work for OSH in their Corp office in South San Jose in the mid-90’s so I know the company really try to offer excellent customer service.
I will NEVER EVER go to this store again!

The staff are knowledgeable. I can rely on them on answering questions about the products they offer. Things that I usually purchase here are plants and gardening supplies. Their nursery is not that large, but does carry a fair amount.

I believe this OSH has about the worst customer service of any hardware/​DIY store. Yesterday (Jan 26^th). I went to buy some ABS pipe and fittings. By the time I got to the checkout, there were 10 of us waiting. The manager called for more cashiers, and 1 person came from the back. By then almost everyone in line was complaining. The Cashiers obviously have very little experience, and checkout seems to take «forever».
If this was an isolated incident, I’d have put it down to bad luck. But this happens almost every time I shop there.

Really nice people and they let me use the bathroom even when I’m not buying anything. I have a small bladder, this is important! I didn’t find what I wanted, they don’t carry the more upscale and expensive Benjamin Moore paint, but they have lots of other good stuff. No more stars because their plants, both in the nursery and outside are dying from lack of watering. It makes me sad.