City Mill - Hawaii Kai — Attraction in Honolulu

Asked to purchase a floor model of a product discounted 15% off original because the product was discontinued. The floor model was missing pieces and had a plastic part that was cracking from age. So I asked for an additional 10%. I was told no, and asked to speak to a manager. At that point the associate huffed loudly, and called over his manager. The manager didn't even make eye contact, just came over and said no. He said it was already discounted 15%, acting as if that was the open box discount and not because the product was discontinued. In the end, it was a classic example of how not to act in customer service. You at least say hi, you at least make eye contact, you at least say, I'm sorry that's as low as I can go. Both of these associates I dealt with made it very clear they were inconvenienced because I asked for an additional $2.70 for missing parts and because the display had clearly been there for years. I was in retail for 12 years, half of that as a manager and I would have happily taken any customer asking for only 10% off an old, visually worn display. I also would have been in a ton of trouble if I ignored such basic 'don'ts' when interacting with customers.

I shop there when I have to because my father lives in the area and it's clear City Mill survives here because of its location, not because of its friendly, small store feel. Compared to Home Depot, prices aren't competitive and selection is small, in some areas, quite outdated. I shop there because my father lives in the area and it's clear City Mill survives here because of its location, not because of its friendly, small store feel. Compared to Home Depot, prices aren't competitive and selection is small, in some areas,...

Update March 2024 Terrible customer service. I made the giant mistake of asking an associate for help after spending 30 minutes trunk to find a fitting to plug an ice maker line. I was treated so poorly I wound up walking out highly upset. I do my best to handle things on my own but in the rare times I need help I reluctantly ask. What a mistake. Hostile and belligerent is the best I can say for the person I asked assistance. Front desk/register associates are much more kind and customer service oriented. I will never enter this place again and will travel to home depot or buy online in the future. Was such a beautiful only to be ruined by this person. Expensive but they generally have everything you need from a hardware store. Beats driving into town to Lowes or home depot. Glad...

I just had the worst experience here. I needed 25 concrete bags and asked if a forklift could bring the pallet to my truck and I would hand load my truck off the pallet... I waited 20mins, the cashier apologized and said they are short handed and I get that but, maybe they should have cashiers certified to operate the fork lift because it is not hard labor to drive a forklift. I ended up making 3 trips with a push cart, and the couldn't open the side gate closer to the bags and the loading zone where I was parked so I had to haul a longer distance with all the 80lbs bags. No5 a happy customer today, management needs to step up their game because when the cashier asked for a driver 2 times in front of me, no one responded at all, no...