Orchard Supply Hardware

Do not buy bulk firewood from this place, people. It takes 2 employees and a manager more than 20 minutes just to find it (and that’s after calling ahead 2 days before). You would think that it would be readily available not buried somewhere in the recesses of the warehouse! Then the manager tells me it will take even more time to get to it as an employee fires up the forklift. A couple minutes of slower-​than-​molasses movement and zero progress, I canceled the transaction, got a refund and talked trash about them all the way home. (Yes I was alone but it still counts)
Not the first time I’ve had lousy customer service there but surely the last.
I’ve dealt with the rather smug customer service person before when trying to get a price on an item. She turned her back on me and helped other employees. I chose to walk out instead of acting a fool (didn’t want to be on YouTube).
I’m not a fan of Home Depot either so unless the Salinas OSH has better customer service, its gonna be a cold winter.

They need to step up the customer service. I will say they have friendly employees. But when you go there, and the lines are really long, and they only have 2 cashiers working there is a problem. Everybody was visibly irritated, and the cashier tells us that it’s the managements fault. They have instructed the cashiers to never open up more than 2 lines, no matter what. Usually they only will open one. This place already has higher prices than everybody else, so they really need to step up the customer service. That attitude has lost me for sure.

UPDATE: A week later and hoping our table comes. Again, no confirmation call the night before for the delivery and have called the store THREE times this morning to confirm our merchandise is on the truck for delivery. Each time I have called, I get a person who cannot seem to help. Each person has told me that «Heidi» will call me back. No call from Heidi and the second and third calls resulted in a «yeah, she’s really busy and we’re short staffed today but she will call you soon». Seems like they are short-​staffed every day. The last call, I had to spell our name three times to the person on the phone and had to explain twice what my call was about — and the person even asked me to spell the word «route» for her to leave in the note for Heidi to call me back.

This place is clean, organized and carried unique products. The staff I encountered were helpful and knowledgeable with the limited things I inquired about. I did find what I needed, something Home Depot did not have. Prices were about the same if not slightly more than Home Depot.
Biggest drawback is they do not offer a military discount. When virtually every other hardware store offers at least 10% off year-​round it really makes this place hard to compete, especially when some of their prices were at least 10% more.
I know… another military person whining about not getting a discount… but the reality is that we DO get a discount elsewhere so to be competitive, in my book at least, I need a discount or better prices, neither of which are available.
In a town with a high military concentration and a large Home Depot blocks away they won’t get my business unless I really need something quick that I absolutely can’t find after shopping elsewhere… in other words, I doubt I will be back. … and I have a feeling there are quite a few other military families here that feel the exact same way.

I have been extremely disappointed by my trips to OSH recently. I purchased a light, and upon getting home I realized the light inside box (which was taped) was shattered. I took it back, hoping to simply switch it out, but this turned into a long term debacle. The customer service members were extremely rude and didn’t really seem to be in any big rush, or any rush at all for that matter, to help. As I was standing in the customer service line, one lady, who was being so condescending to the elderly lady she was helping, was working, and 4 other employees confined to stand around at their empty registers. A line started to form at customer service desk, and still NO other employees came over or offered to help. Finally I was able to speak with someone, and they told me that I couldn’t return the light because there was none of the same lights to exchange t with. It took a few minutes of conversation before I finally convinced them
To let me leave the store with a non broken light fixture. I will not be returning to this store in the future.

The staff has been excellent lately! Beautiful remodel and celebration day grand re-opening.Thank you for all the promotions, we had fun. High quality products at this lovely store.

A painting project brought to the paint department in this store because it is one of the few places that carries Benjamin Moore paint in the area. I went here 4 different times during a week to get small quarts of paint to test the 3 colors I needed for a room. 3 out of 4 times I waited for several minutes, going to the customer service counter to get someone to the counter to help. In each instance there were no other customers waiting for paint at the counter. In one instance the paint mixer was busy checking people out at the check stand, then once she finished there, had someone who was waiting elsewhere with some kind of paint emergency. Then once the paint is mixed, there is the ordeal of getting through the line to pay, which is usually staffed by an older person who seems somewhat confused by the whole process. On one trip I had to explain a few times that a coupon on the sample can was not for that can, but for a larger can. He kept scanning it to try to get it to work, even though I explained to him it was not going to work for this sample can. The fourth trip I gave up after waiting 10 minutes at an unstaffed paint counter and decided to go to elsewhere. If OSH wants a paint department, they should keep the paint employees available in that department and not running all over the store.

We recently purchased a home in Monterey and found ourselves in need of many things. We first went to Home Depot where we not only couldn’t find the things we needed but couldn’t find anyone to help us. We walked out empty handed and went to OSH. We found everything we needed at comparable prices. They had great sale tables going and all the employees, from the cashiers through the manager were most helpful and friendly. We’ve made weekly trips as we work to furnish our new home and each time are greeted and assisted in a friendly manner. OSH Sand City has a customer for life. Thank you to all the employees who make our shopping experience pleasurable.

Every time I attempt to ask a question or purchase something here at Orchard Supply Hardware in Sand City I am reminded why I do more and more of my shopping online. While the selection is decent, the customer service ranges from indifferent to bored to actively avoiding helping customers. It’s unfortunate that it’s so incredibly difficult to find someone to help (whether in person or on the phone) and once an available employee is found the chance that they have half a clue about anything hardware related is remarkably small.

Kids this is where the old hammer jockeys and tin benders come to play. If you like greenery and hookworms and the like you are in luck. This joint is packed with the stuff! They got pipes and tubes and all matter geegaw and sundry. But to tell it all up honest I have to start earlier in the day.
I was moving my bowels this morning, and having quite the time of it, when i reached back to give the old commode a slap and swishy. All I got back was that dreaded clank, clank and a limp handle in my hand. Some part of the inner workings of the old BM soup maker was on the fritz. Brother I was steamed. You see I like to give the old porcelain punch bowl the Fanny grog every few minutes to keep the air fresh, Maybe it’s all the log launching I do, but kids that old clanker wouldn’t respond to my feeble finger gooses and that bowl was filled, but good. So after a good long crack rub and flower parade I pulled up the old leg tubes and tightened the gut rope to keep ‘em up. I like to fancy up a bit with a lilac sprinkle and a jimmy sack, but today I needed something a bit extra. I gave myself the old peppermint garbo and a stingy one at that.
But that bowl of brown and yellow was still there smelling up the joint like a dead porcupine. I knew it needed fixing but fast. I can twirl the old screw stick and whack a board as good as the next fella, better even, but the inner workings of a crapper has me stumped. So I am out the door and off to the OSH to get the down low on the home fix up.
Now I don’t like to be a bother, no siree, but I needed some jim dandy ass loving. I waltz in this crazy hole and started eyeballing all the glorious jim doons and wheel links. Before I could get my bearings I was asked if I needed help. I always get a bit hot under the collar when a dame asks me that, as if I got a head full of loose gears or something. But just when I was about to give this broad a piece of my grey matter my eyes did a pop and peek. She was a real doll! This angel faced femme stopped me in my tracks and brother was I sweating. She must have been sixteen, a good age for nuptials and quick breeding, but I was here for bigger fish on my plate. I gave her the old stink eye and rammed my ass back to the old poo pipe department. I grabbed up a few tank spitters and jimmy hoses and made for the door. Back in the day a fella could just take what he needed and the old Oswald at the counter would just put it on the tab. But these days things aren’t up with the angus. Now it’s all pay now sir and the like.
I wish I could have slapped the old shoe meat around this hole for just a willow day. Lots of useful crap all round. Half the stuff is to fix or remove the other half of the stuff in the store. Why buy paint if you’re just going to need paint remover? I say a board is like a dame, they looked better without all the color slop and crabby jizz coating.
So I never got the crapper back into hospital shimmy, it’s still brimming and swimming with yesterday’s meatloaf. But I did get me a pound of nails and a wire brush.
This joint is tops!

Ever since Home Depot opened the customer support at OSH Sand City has been great. As a 60+ year old woman who doesn’t get dressed up to buy paint or a door, I never feel condescended to. At Home Depot they ask why my husband can’t do it for me or they try to steer me away from the expensive products. At OSH they listen first and then honestly try to help me.

our patio furniture looks terrific, is very comfortable, and was assembled well at osh.
the price was fair. the grey haired –bespectacled, gregarious, superb customer service guy + one other cs guy treated us very well, but our purchase experience was not swell.
trip 1: the set on sale was not available at the store during a «no sale tax» weekend. there were 35 in the warehouse. the set would arrive at the store within a week, and delivery would be made the following tuesday or thursday.
the superb customer service guys were not trained on the register. it required more than three additional folks at the register + one other customer service guy + more than two calls to receiving & management to perform a sales transaction and obtain information. we were told that we would be notified when our furniture was received at the store. i was advised by cs to pay later, when the set was actually in the store.
trip 2:
i received an e mail a few days later stating that our set was at the store and would be scheduled for delivery. i drove to the store, where i was told that the set was not at the store after all. more calls from two more cs staff to recieving/​assembly/​dock/​customer service management/​supervisors yielded response from a manager, who checked every item on/​off the truck in back, and verified that nothing was there for us. i was advised that another truck was on the way, scheduled to arrive the next day.
aaron stepped in and explained processes to us.
no one answered aarons call for help on registers. those available were not trained for it. a new computer system is on the way. two more cs folk later, i went home.
trip 3:
aaron called me to advise me that our set had arrived. i went back to the store and paid for the set with cash. the transaction took a while, because the register ate documents presented for printing. supplies were not available to cs folk at the registers. paying cash took 20 minutes, because folks at the register did not first read management’ and delivery instructions on the sales and delivery receipts. i had to write additional information for them, including our address. our home address appeared correctly on at least two assembly/​delivery documents + once on the original document filled out perfectly by my excellent rock star wife.
i called aaron on tuesday. he advised me that delivery would call prior to the event.
friday:
my excellent rock star wife received a call stating that delivery would be made on saturday between 4 and 8pm, and a reminder call would precede delivery by 30 minutes. outstanding!
saturday:
we cancelled plans for that evening with the expectation that our superb patio set would arrive that night.
no call from delivery or from osh.
i phoned osh at 7:50 p.m. i was put on hold, but the respondent did not know how to mute the phone. when management came on the line, he checked with delivery, and discovered that our set was on its way to carmel valley.
…we don’t live in carmel valley…
i asked management to have delivery call us.
delivery phoned us at 7:59 pm. ken advised me that he had been given an address for us on our street, but with a sand city/​seaside city/​zip, which did not appear on his mapquest results. …we do not live in sand city or seaside…
i advised ken of our address. he showed up 30 minutes later with our set, and showed us delivery instructions for sand city/​seaside…
ken’s delivery was top notch, but i politely advised him to avoid mapquest/​obtain a garmin navigator/​call sooner.
to the best of my knowledge, the store has not corrected our address.
this synopsis has been heavily edited. names are intentionally left out to protect the innocent/​untrained.

My experiences here have been so-​so. Some of the staff are quite knowledgeable, while others could care less that you are event there. I particularly like their cleaning supply section. Some products are hard to find, but they carry a few of the rare ones.

They cannot make duplicate keys at all. Ive tried four times with two different sets of keys. They NEVER work. Go to American Lock and Key. Anywhere else. They need training or a better machine.

Well. its not a bad place. just dont have associates asking if i am finding what i need or if i need help. no big deal .its OSH. i will return! They were bought out by LOWES. Sale time!

OSH is my favorite hardware store hands down. I am always greeted by a friendly employee. I love their plants and vegetable section and I will always purchase my appliances from them. If I walk in and explain what I am looking for in a particular appliance I am directed to exactly what I am looking for. The pricing is right and for a nominal fee OSH will deliver, install and cart away my old appliance. OSH is the only appliance store I will shop in.

This is my favorite hardware store. The staff is friendly and helpful, the selection is great, and the store is very clean and well organized. Outstanding selection of plants in the outdoor section.
When purchasing a drill a few weeks ago, the gentleman who helped me recommended an inexpensive model based on the intended use, even though I was prepared to spend more. Great customer service!
They have a wonderful selection of outdoor furniture, and fair prices for basic patio chairs.
Coupons are usually worthwhile and they also offer a military discount. I always enjoy coming here!

I need to echo Shiho’s review.
Calling this place to ask a simple question was a total nightmare. I’d have given up immediately except I’m desperate because no store carries what I need.
I called once, got passed around 3 or 4 times, and then sat on hold for a few minutes until a deafeningly loud tone pierced my eardrum and then the line dropped.
I called back, got passed around some more, and then sat on hold for 5 minutes before giving up.
This place just lost my business, not only for this instance but for the foreseeable future.

Holy cow, the people that work here are complete morons! I’m not even going to begin to explain because I could go on and on and on and on
and…
hey, at least I got my bistro set on major sale!

We vary between Home Depot and OSH. OSH has a better selection of plants and vegetables than Home Depot. This is where I pick up spray bottles. They seem to have more household-​type stuff than Home Depot, too.
Service is OK, prices are fair. Not all employees know what you need, so ask for someone who works in the appropriate department.
If you really need answers, though, you’re better off going to the downtown PG Ace on Forest.