Charles Street Supply — Local services in Boston

I had a wonderful experience speaking with one of the gentlemen when I phones initially to ask about product inventory. He was very knowledgeable and knew exactly what I was asking for and needed. He invited me to come in and explore. A colleague and I walked a half a mile to the store during our lunch break, enjoying ourselves along the way as we traveled through the Boston Commons people watching and considering walking there everyday as our daily workout. Upon arrival we walk into the quaint family feel location and greeted an older woman standing at the entrance counter/register and was roughly greeted with "can I help you?" I explained what I was looking for and she reluctantly and ineffectively showed me the area where the product was located. I proceeded to summarize the conversation I had with the gentleman on the phone and she said "well, there are several guys here, that could be anyone". I was starting to feel as though she may not be the individual I wish to have help us because her attitude and body language wasn't inviting, receiving, nor appealing as the front end customer relations representative. She proceeded to ask another question, and I had to politely and abruptly say with an obviously fake smile and tone, "no, thank you, I'm just going to look for myself". She stood there as a gentleman approached and said hello and listened in for a second and she asked him "did you speak to her earlier?" He replied no and asked me questions. I turned my attention to him as he was a much more pleasant presence and a friendlier interaction. The welcoming family feel that I was looking for when I first walked in. I shared pictures of what I needed. She walked away. It was such a relaxed and comfortable interaction, that I forgot the woman existed until I was in line to check out and saw her standing there. A different gentleman approached the front and saw the line so he asked "are you all set? I can help you over here." Whew, relief. We greeted each other and I handed him my items. He asked with a smile "oh, you called earlier?" I smiled back, "yes". He then verified the products and confirmed that was what he had discussed with me. Scanned the products and asked me if I wanted a bag and receipt, then genuinely wished me a nice day. I was so thrown off in the moment that I didn't take time to personally thank each gentleman for being so helpful over the phone and in person. Thanks guys! You both rock and are great examples of wonderful customer/guest service. I would visit again and recommend your business to other colleagues who may be looking for a hardware store nearby. This is due to 2/3 of the...

I called store in advance to see if they sold roller shades which they did when I arrieved I was told that the employee who was the only one who is experienced in cutting shades was on break and the wait time would be 20 minutes after waiting 20 minutes I was told that he was sick and there was no one else experienced in cutting shades!!!.. You cannot leave people that are willing to pay for a service that you can or cannot provide depending on if the employee can or cant provide the service. Finaly don't lie or make excuses because you cant provide a service be upfront with your customers. As for me I dont expect to ever shop there again and I will be letting other trades men who work in the vicinity not to go there...

I've bought small items, an outdoor furniture set, and now some yeti bottles... No issue until the yeti bottles.

Online order—I was packed an 18oz rambler bottle with the chug cap instead of the hotshot cap, so I called and went in to exchange it. It wasn't until I was about to leave that an older gentleman asked me in an accusatory tone, "Did you order the wrong item, or did we pack it wrong?". I'm thinking why does it matter at this point? You can also ask your employees who I've spoken to already in private.

Otherwise you'd just frame as, "Did we pack your item correctly?" And leave it at that if you really needed to know.

I didn't appreciate this interaction where I had to justify myself. Unfortunate...