Orchard Supply Hardware

Sergio was extremely helpful he went above and beyond and out his way to help us during his break to detach a pole for me and my fiancé. Thank you SERGIO for going the extra mile

It’s almost a shame the associates walking the aisles are so helpful and knowledgable. A shame because once you load your cart and encounter the check out, you encounter the worst customer service around. It’s one thing to be slow, snotty and incompetent, but to relish the knowledge that you’re slow, snotty and incompetent, is just ignorant. If you dislike your jobs so much do yourselves a favor and find new ones.
Back to Home Depot for me. More crowded (for a reason) but at least you’ll eventually get checked out and faster overall (for a reason).

Its great when and if you get someone to help you out, i have been redoing my home and its right down the street, but i have to keep asking for someone to come and help me, the check out lines are long and sometimes you have only one cashier, better than going to Homedepot.

Terrible customer service!!! Don’t shop here. Unless you have a lot time time to deal with inefficient people that don’t care. Needs new management and staff.

Great new remodel — this place has everything you need for regular home maintenance. Friendly staff, good prices — I always prefer OSH to Home Depot.

Based on most of the reviews and personally shop at osh stores, i must say this particular store in south pasadena, the customer service is kinda poor. Very slow. Not enough employee to help you find things. Register seem slow due to inexperienced cashier.
I only shop here when i am on my way back from work taking the 110 hwy.
Most of the time i shop at another store on colorado blvd 91 107.
That place always swamp with customers. Alot cashiers, employees constantly available to ask if u need anything, help etc. you dont need to look far.
Amazingly same company different environments.

Worst customer service. Don’t come here. There’s no one available for help. I waited 30 min and still no one available so I left. Such a waste of time. Go to Home Depot instead.

I used to shop here all the time, so I was pleasantly surprised when I stopped in after their new makeover. Everything looked great, but as with anything, it comes at a price.
I needed several items — one of which was new hummingbird feeder. Yikes, the least expensive one was over 20 bucks! Next, I wanted a small outdoor thermometer to stick on my window, just so I could see the outdoor temperature. All they had were über-​expensive, overly complicated units.
Looking around the store, it looked like someone decide to go crazy with the type of garden accessories you see at Armstrong’s. It’s fall, but you wouldn’t know it by these prices. Ain’t this stuff supposed to be on sale by now? So Osh — or «The Orchard» as it’s now called — had now become the Bristol Farms of home improvement. It’s now a haven for the snooty 1%, not middle class folks like me.
Oh well, back to Lowe’s and Home Depot.

Now that they’ve renovated the store, it’s so much bigger, more organized, and carries many more things! Their garden section is still not as extensive as I would’ve liked, but it’s still a decent one regardless.
OSH often has good sales during holidays, so be sure to stop by to check them out before or after you try Home Depot!

I’m baffled as to why this place is rated so low.
Let me give some background as to my opinion on hardware stores. I’m very handy (I have middle school shop & construction classes to thank) and partake in many minor home improvement projects or repairs. Although Home Depots & Lowe’s have the most items, I think they are too big; meaning, the clerks don’t get to know you, you spend hours looking for simple items, or they are so busy it takes a while to get access to a clerk. Thus, I miss the old school Ace Hardwares or local hardware shops.
So when I discovered this place last year, I was thrilled. They have most of the items you need for any minor repair and they carry more upscale knick knacks (bird feeders, lights, etc). The clerks have been easy to talk to and accessible (a little too accessible; sometimes, I like to peruse the aisles undisturbed and they keep asking me if I want help). I can always find parking in their lot. Plus, when you become a «member» (put on their email list), you get coupons.
Further, they just did a complete overhaul of the inside and it looks great and is more open (the aisles were a bit narrow before).
Finally, when you check-​out, they have old time candies (Charleston Chews, Boston Baked Beans, etc) & old time root beer drinks Nice!
A great local hardware, but on the pricey side.

Terrible customer service…
Even at the managerial level this stores employees have their heads up their asses.

It’s official. I hate the new OSH.
I hate the new décor. I hate the new layout. I hate the new product mix. Most important, I hate the new attitude. Every slick, shallow, smiling ounce of it.
What’s so upsetting about this review is that I used to *love* the OSH… as in, I could go there five times in one day and be totally psyched about it kind of love. And I did, many many times.
Now I will go out of my way and pay more in order to NOT shop there.
I’ve been contemplating this sad reality since the store’s recent makeover, which was a nightmare all its own, but the problems started long before that… likely coinciding with the Lowe’s acquisition. First, the longtime manager disappeared. The manager who knew my name, knew my family, knew what projects I was working on at the house, knew what I needed, and knew how to miraculously make problems disappear. I never once had an incident at the store when she was in charge. No annoying issues at checkout, no altercations with idiot staffers, no problems EVER. In over five years. In her place now was a surly blonde who managed to escalate a conflict the first time I had to deal with her. Not a good start. Since that one bad experience there have been dozens more and the customer service has spiraled.
I wish I could put my finger on exactly what the problem is, but it is so many things at once that the core issue can’t be isolated. Staff and management. Service. Selection. All abysmal. On paper the new OSH looks great and in theory I should love it… but I dread walking in the door now, so much so that I have just given up and left on numerous occasions to spare the inevitable headache.
Oh, and if one more person asks me if I’m a «Club Orchard» member I think I might snap… NO I AM NOT AND I NEVER WILL BE. I get enough spam, thanks. Is it necessary for the checkers to ask every single time? Can’t you program a prompt into the POS system and stop harassing me to join your stupid club? So sick of it I can’t even deal anymore. This rewards program offers no real benefit, so why would I bother? You get $ 5 for every $ 250 spent. Wow. Not worth my time to delete the annoying emails. At Armstrong I get $ 25 for spending $ 600. That actually adds up fast and means something. You want to reward your customers? How about giving them some actual customer service?
I’m not sure what I hope to accomplish with this review as I honestly don’t think the problem is fixable at this point. Too much has changed to get back to that easy, somewhat dirty, small town store that I miss so much where everyone knew me and was genuine. I could care less that the floors were scuffed. It always had what I needed and I loved shopping there.
Unfortunately, everything about the new OSH feels phony and put on, just like the new façade.

Excellent store with great service! I’ve had lots of great experiences at this OSH location. The employees are super helpful — both in terms of advice on projects, locating items, and even (once) giving me a special deal on a discontinued product!

I so want to LIKE this place. It is close to home and the new remodel looked so very, very promising! I was so anticipating the new remodel and hopefully increased care of their customers. Prior to remodel, this place looked like a store that was closing down!
Like so many have already written before: STAY AWAY. THERE IS ZERO, ZERO CUSTOMER SERVICE!!!
Blows my mind that a company like this would spend so much on a remodel only to offer the WORST in customer service! Now if they had a tremendous selection, maybe it could be overlooked.
However, like others have already written: Filthy store, dead plants in garden area, and that combined with HORRIBLE customer service is just ICK!
Stay away if you can…

Was much better before the remodel. OK… the store does look fresh, the cashiers are nice and someone greets you with a big smile.
In the old store you could always find someone to help you who knew something. Not anymore… or they have the attitude: «If we have it, it’s over there.» The service used to be better than Home Depot’s. Not anymore.
This is not to say the some of the employees are not helpful. Gary in hardware is always very helpful. One star for the new look and one for the few employees that are helpful. The management needs to step up its game.
I emailed their customer service twice and called them once. Never heard back, so I don’t think they take customer service very seriously.
Beauty is only skin deep. The new look to the store is superficial. Service to the customer, the heart of any business, is nonexistent.

Not helpful at all! At least in the garden section. I just went in for some help on a pesticide specifically an organic one. I was told twice someone was coming to help me but waited 30 minutes and no one came. There were so many people standing around doing nothing and knowing nothing. Get it together you can’t call yourself an orchard supply store and have no one who knows anything about plants.

Living in the neighborhood, I was very excited about their renovation, including the expanded nursery area.
So I finally managed to go visit the store last weekend!
First impression: The entrance looks very open, fresh, inviting and clean like other renovated OSH locations — nice!
But… it was a huge disappointment when I go inside and see there are just so many merchandise still covered with dust. ugh.
OK… I did come here during the renovation as well (they were open even during the remodel) and yes I did see bunch of dusts piling up on their merchandise but that was totally acceptable because that’s somewhat inevitable… (I would still dust them if I were the store manager though)
But now the store is officially «re-​opened» with their new fresh look, sent out flyers to the neighborhood etc — and they still don’t bother to clean all those dust-​coated items to welcome their customers. Is dusting such a hard thing to do? Obviously they hired more roaming floor staff (some of them are useless by the way. My husband asked a question to one of them, she said she’s going to check and come right back, but never did) — can’t they do the simple job to make the store bit more appealing? To me it’s a common sense but am I wrong.
Worst is nursery. I see so many dead /​half dead plants for sale. Really?
It’s just the outside looks so fresh. Once you go inside… you see dusty items and dead plants. What a shame.

Sexist, lazy, condescending, unhelpful layabouts who enjoy making unwanted comments on my attire/​hair instead of behaving in a professional manner. My skin crawls just remembering the last (emphasis on LAST) time I ventured there; I was physically blocked by an employee three times my size and subjected to his ignorant commentary/​opinion on my persons. I am not going to give any business to a brand that makes me feel uncomfortable and threatened.
I did complain with whomever runs their twitter account, but who knows if anything happened. I will not be returning to find out.
In need of hardware/​gardening supplies? Go to Altadena Hardware, Tritch Hardware Co. in Eagle Rock, Mission Super Hardware in San Gabriel or Pasadena Tru Value.

Haven’t been there for a bit but it’s always my first thought when I have home improvement questions. I’ve never had a bad experience here.
JAYNE was great!!! She was knowledgeable of where I could find what I needed, & overall knowledge of home improvement items. Suggesting certain items that could help me, & her customer service.
I’ll be back.

Neat, clean and organized OSH. Bought faucet but wrong finish, took back for full return.
They had all the screws, washers, fasteners, plumbing, and electrical stuff that I needed in this stop. More homey and helpful than Home Depot.
Ample parking lot in front of store. Lot shared with Starbucks, Sees Candies, Jersey Mikes Subs, Fed-​ex, Winchells and 24 hour laundromat.