Germantown Hardware — Local services in Germantown

I am not sure what has happened here at this store since it was sold and expanded. The people they hire are not knowledgeable on any item and the service has truly gone South. I have had two terrible encounters with these guys on a green egg table and more recently with a honda lawn mower needing repair. They never dlvd the table i bought when i was told and then i finally talked to the Mgr and he told me they sold it to me at a lower price than what the manufacture price on it. But the advertised price that i paid was on the table and i showed it to him. The people there did not even know how to ring it up correctly and i had to make 2 trips to store to correct it and get it dlvd. I stayed home on two different dlvy dates and no one showed. i now brought in a $700 dollar Honda mower to their small engine dept. that needs about $250 dollars work. Took in on Thursday, they called promptly, let me know what it would be, i approved and said they were working on it. I went back Saturday a week and a half later because i could get no one to answer the phone and the mower had not been touched and the guy there looked at me like i was nuts for wanting to repair a $700 dollar honda lawn mower for $250 dollars. He said he was filling in for someone that had called in sick. He told me to call the manager Chris Clark, if i did not like it. He was very condescending and basically admitted the service was lousy. I have no clue if they are going to fix it or not. Folks, take your small engine needs to Bartlett small engine if you want a timely and organized repair. They will even tell you when to pick it up. It may be a further drive but they give excellent service. I learned my lesson . I am not a complainer and never post reviews but these two episodes are nerve racking. The old gtown hardware was tremendous compared to the new...

Apparently tool rental is closed on Sunday- a bit of a strange choice on their part given a fair amount of the traffic in tool rental is probably homeowners doing weekend projects.

I rented a tool Saturday about 3:30 for 24 hours and even said, “see you tomorrow," to the associate as I walked out the door. So imagine my surprise when I showed up to return a bit before 1:00 Sunday afternoon to learn that nobody was there to process my return and refund of my deposit. The person who took my name and said I could leave the tool rather than having to schlep it back home said he was surprised nobody told me they are closed Sunday. Doesn't really matter; I will have to go back again to get my deposit refund.

Though this is now a corporate showroom for Orgill, I still wanted to support them as they are more “local” than Lowes and HD. Next time I'll just have to go back to HD for my tool rental needs, seeing as they keep more realistic hours. I could even deal with a Sunday return and an automatic refund back to my card on Monday upon opening- but that wasn't the offer. The offer was to make another trip myself to get my refund....

Very clean, big store but I can't say too much more than that. Called in looking for something specific but the man that answered transfered me to a voice-mail because he apparently couldn't help me. So I arrive there and have to hunt down someone to ask in person since I never was asked if I could be helped. And ultimately left without ever actually knowing for sure if that had what I was looking for or not. The person that I asked for help did at least take me to the aisle he imagined it might be on but i was on my own to try and find it since he didn't have a clue and apparently didn't have anyone else he thought might be a little more knowledgeable regarding their electrical department....at least if someone would've pretended to know and just told me that they don't carry the item I'd have felt better. At least I wouldn't have left wondering if it was actually there if I could just get the proper help....hope that makes sense to anyone that reads this. Nothing like leaving a store and not knowing for sure if what you needed was actually there or not because the employees didn't care to take the time to answer that...