City True Value — Local services in Bristol

This place has saved my DIYer butt more times that I'd care to admit. We used to go in there regularly for hardware, and to rent equipment. I've moved out of the area, but still have relatives the next town over, and when I need something of a hardware nature. I pass several big box stores to get to City because I know they know what they are talking about.

Earlier this year, when another locally owned hardware and rental place couldn't be bothered to do the most basic part number search for a pulley on an older lawn tractor, I went to City and not only did they bother, they had the part in stock. Yesterday, I needed another part for the same tractor, they didn't have in stock, but they were able to order it. And because of their knowledge, they cross-referenced the part number and found me the right part at a fraction of what the labeled brand would have cost. You can't replace that type of expertise.

You don't know what you've got until it's gone. Local hardware stores have been losing out to the big box stores for decades. The True Value in Southington closed decades ago, and our local True Value in New Milford just closed last week. The loss of that institutional knowledge is immeasurable. Can the staff sometimes be a little gruff? Maybe, but I'll take gruff and able to solve the problem over just ignoring you or not knowing what they are talking...

If I could have given this place zero stars I would have... I never write bad reviews but I had to do if for this place. I never knew the store was there until I get an ad in the mail, I decide to try it . I go in to check out the place. I'm looking for a present for my grandpa. First I walk around the store for a little too see everything. I start looking up information on my phone about a saw a woman comes up to me with an attitude asking if she could help me. I tell her no that I was just trying to figure out what saw my grandpa needs. She ask me to empty my pockets and that cameras saw me stealing!... I've never stolen anything before! Why would I go to a hardware store to start! After she had me empty my pockets she asked me if I wanted to buy anything... like hell no. Didn't even apologize, just told me I was fine. I've worked in customer service for many years, you don't treat people that! I was so embarrassed in front of all the other customers. What does she think, I'm going to put a power tool or saw in my pocket, plus the store was very small with little options and a high mark up. At first I thought it would be okay to shop there from now on instead of the larger stores especially because I have a hard time walking with my sprained ankle at the moment, but getting treated like that is...

Clear there's a trend here of bad reviews. With the competition of a big box retailer like Home Depot less than a mile up the road, you'd think they would really make sure they're customer service was above average? Absolutely not the case! I brought a screen in to be replaced. The frame had fresh coat of paint. Upon picking up, the paint was totally scratched and scuffed. The manager Brenton, even gave me a hard time about it. Extremely rude! I know the whole "customer is always right" thing is sometimes difficult when running a business, but a little politeness, courtesy, and accommodation would have been nice!!! It was like I was insulting them when asking what had happened. The owner Joe is no better. Couldn't be bothered because he was too busy with rentals which are more profitable, according to the woman behind the counter. Apparently I wasn't spending enough money to be bothered with and had no interest in speaking with me. I'm all for shop small and spend you money locally, but people like these give the entire small business world a horrible name. Home Depot is 4 minutes up the road and has much lower prices. There is now no reason left to visit this store. If you are considering going here, just read the 6 reviews below mine.

Horrible...