Orchard Supply Hardware (OSH)

I was very dismayed when visiting our local store to purchase some fresh plants to pot at seven birthday gifts. I found at least 60 percent of the plants dead, almost dead and in need of water. I spoke to the customer service gal and she just said, "Oh, okay the garden lady is here today I will tell her" I really did not want to drive to Home Depot or other locations for my purchase, I prefer local.

Great service! There is person located at the entry door to help customers right away. A person was paged to meet me at the aisle for further assistance. They were knowledgeable and friendly. Much better than going to Home Depot because no one wants to help.

My rewards never seem to amount to anything. Its really annoying considering that every transaction I'm asked to give the information to the cashier which takes quite a while.

Suggestion: Instead of rewards just give consistently great values. Also that greeter at the front door is a really great service; hope that will continue. This separates you from Home Depot and even Central Valley here in Napa, CA where the employees flee from any inquiry. Yet Wal-Mart still has the greeter and good prices. Your return policy and checkout process are better. The check out process would be twice as fast if you dump the rewards program.

OSH doesn't know what it is. It has become so boutiquey that finding some real hardware items is often quite iffy. No more building materials like lumber and bricks, at least in our local store. Nice displays of pretty patio and garden items, but that is not "Supply Hardware." Prices are average, certainly not bargain. They have a rewards program, but I've not figured out what it is about--I've never got any discounts. The plants seem OK, but there is no staff to advise one and going to a dedicated nursery is a far better choice for the dedicated gardener. They do have lots of things like bug killers and cleaning products. Also lights and bulbs, but the prices seem high. Locally our choice is between OSH and Home Depot. I long for the old-fashioned hardware store.

I bought patio furniture from OSH a little over a year ago... every single chair has broken around the welds, and is now unusable. Went to the store to see what can be done, and got the run around. They could not fine my transaction, they woud only credit me the lowest sales discount amount, bring in my chairs first, only to get no resolution to my issue.

OSH patio furniture is sub=standard, to say the least. I got nothing from them to resolve my issue. I would thin that patio furniture should last more than a year, but apparently not if you buy from OSH.

I have decided to purchase only from Home Depot from now on, as they have always stood behind their product. Since this dealing with OSH over the chairs, I have decided to only buy from Lowes or Home Depot.

OSH had no interest in trying to resolve my issue with sub-standard products that they sell.

Do not buy appliances, patio furniture, or any high end item from them... they do not stand behind their products, even if defective.

What is the purpose of a Rewards Program when the personnel are uneducated on the mechanics of redeeming points? I was told the rewards will always roll over and now I am told that I have lost points. Why is the consumer obligated to take time to constantly check online for rewards. I would suggest that OSH find a more sophisticated method of rewarding their Club OSH members. Presently it seems the company is banking on the fact that they have made it too difficult.
Train your checkers on the truth of the Club Rewards procedures when they sign up. Easy to enroll and VERY difficult to be reward.

I recently purchased a BBQ from OSH. Service was great, very friendly. The BBQ was supposed to be assembled and available for me to pick up the following week. There was a small problem and assembler was not scheduled to come in, so a week later it was still not ready. After I contacted OSH they were very quick with a reply. Katie was very helpful and apologetic and got right on it. Without me asking she said they would have it assembled and deliver it for free, because of the mixup and inconvenience. Wow. I then got a call from Victoria again apologizing and asking when would be convenient for them to deliver. My BBQ was delivered the following day. Mistakes happen, but it is how the situation is resolved that matters. I was very pleased with OSH customer service and resolution to a mistake

Loved the one on Branham... always had help. This one on Blossom Hill... ugh. They have everything if you can find it or a knowledgeable person to help you. No one around. Finally a young guy, in answer to a question, just pointed to vague areas in this large store. As in "back there". At 80 years old I cannot walk miles around the store to find stuff and and I spent an hour just trying to find stuff or a person.

The store is awesome. It is clean and very organized. I will definitely shop there more in the future. The store employees were constantly asking if I need any assistance. The store manager Chris Tamaru came up to introduced himself and asked if I needed any help. Very informative. I also met Greg who was also helpful. I'm glad I stopped in. I think I found my new hardware store.

Once email access is set up you can not get help to correct errors in the account. Store staff will not help tell you to go to email for corrections.
However if you can't get into a account you are lost.

I ordered a Suncast shed, costing about $600, from OSH online on November 31. I requested, but never received, an email confirmation of the order. In fact, I never received the courtesy of a reply to my request. Luckily, they did send the shed to me.

I just tried to register the product online at Suncast's site. However, I have no receipt, so I was not able to register the purchase. I will not be able to use the product's warranty if there is a problem. I also was unable to receive Club Orchard credit for the purchase.

There is a complete lack of customer service for their web site. I won't order online from OSH again.

Just wanted to let the people know how wonderful and helpful these following people are at OSH Manteca, CA. The Asst. Manager, Ms. Tamera Fells :) was outstanding! And the two workers who carried all my stuff out to put into the car.

Today we went to buy cushions for the table and chairs previously purchased at Orchard Supplies in Sonora, California. The price on the shelf stated $14.95, yet when the cushions were rung up it was £39.99. Huge difference. The check-out girl (Jami) did not attempt to argue with us when we said the shelf said $14.99 nor make us feel as if we were trying to pull a fast one or embarrass us. She notified the manager and asked if she could honor the price. I showed the manager where I found them and the proper price had fallen to the floor and indeed, it did say $14.99 below the cushions. He offered a compromise to half the price of the cushions with no hesitation and apologized. I thought this was more than fair and in no way did they make us feel bad. I was seriously impressed.

I recently purchased an offset umbrella at the Watsonville OSH. It was the last one, so I took the floor model. After getting it home I filled up the bases with sand. When I put the umbrella up I realized the rotating unite was leaning toward the umbrella. I called the store and talked to the manager, Erin. He ordered me another one and allowed me to just take the part I needed. The very nice young man in the back (pick-up area) tried two different stands until we found the right one and put it together for me. I can't say enought about how polite and helpful everyone is in the Watsonville OSH. Wonderful experience.

I went to the store at 1375 Blossom Hill Road STE 24 in San Jose, Ca and I was looking for a Filter for my furnace. I was fortunate enough to have a very helpful gentleman by the name of "Sa'ed." He was helpful and explained everything to me regarding the items I was looking at. Sa'ed helped me with the filters and then helped me with some items for Christmas, and then helped me decide on nozzles and sprinkler hoses, etc. He knew the items well and he didn't push me to buy anything but he helped me the whole time through the store. He was a wonderful help. He was attentive and had a good knowledge about everything in the store. I enjoyed his positiveness and helpfulness. He even helped me to my car with the items after I bought them. He is truly the best salesman I have ever had at Orchard Supply. I will go back to see him at the store when I need something for my home. Orchard Supply Hardware has an excellent employee! If you visit the Blossom Hill Road Store at Meridian, ask for Sa'ed to help. Thank you Sa'ed for your help!

Best customer service by far. We were limited to the extent of the Hardware/Supply stores in our city. In my opinion, they were so small and carried limited items. Needless to say, when OHS opened in our City, I was ecstatic. This is my "go to" store for everything. OUTSTANDING CUSTOMER SERVICE; YOU ARE GREETED WHEN YOU ENTER THE STORE AND IF YOU ARE LOOKING FOR SOMETHING IN PARTICULAR, YOU ARE DIRECTED TO THE AREA, INSTEAD OF WANDERING AROUND, WASTING TIME OR TRYING TO FIND SOMEONE TO HELP YOU. I find their staff knowledgeable, personable, and patient. Love the fact they provide suggestions as well. My most recent interaction was with TYLER. He assisted me with some gardening supplies. What a delightful and helpful young man. In my opinion, he is a true asset to your company and I will continue to be a loyal customer. It is so pleasant shopping here, I HIGHLY RECOMMEND THIS STORE AND BELIEVE ME, THEIR STAFF KNOWS THE TRUE MEANING OF "GREAT CUSTOMER SERVICE". Thank you for the opportunity to write my review.