Caldwell Hardware — Local services in Hot Springs Village

I have used Caldwell a few different times for large purchases. The owner was always friendly and I enjoyed his enthusiasm; however, looking back, it became apparent he was only excited to be taking my money while offering false claims of “We are here to help” and “We’ll always go above and beyond.” I took some chains, from my MS 360, there to be sharpened because of my past pleasant experiences. The mechanic was seemingly cranky about having to be a work. He hurriedly sharpened my chains while I waited. I took them home, a little concerned by the speed and inattentive manner by which he sharpened them, to test them. First chain produced a powder/small chip with a slight right slice. The second chain produced the same powder with a more severe right slice. I took some pictures and called back. The pleasant lady on the phone said I could come back and talk to Phillip. I mentioned it was a 15/20 minute drive and that I wished it was done correctly the first time. She said to go ahead and come back and talk to Phillip. I showed up and brought the saws to the shop where the mechanic and owner (Phillip idk) were telling another customer (on the phone) there was nothing they could do (always a good sign). I showed him the pictures and told him my issues, politely. He was very rude and short. He said I could pay to have them sharpened again. I said “well I’ll just get my money back.” He said there are no refunds and that I could pay again but it wouldn’t be any different. The chains are new (less than 4 sharpening), saw runs great, bar is in good condition, etc... He simply didn’t care about my problem or didn’t even believe I could have one. I even offered him to cut with saw. He said he had been doing this longer than me, that the machine doesn’t mess up, and that I’m the only complaint he’s ever had with it. All he had to do was be polite and show SOME care to my problem and I would be a lot better. Even if it can’t be fixed, tell me why, show me why, or explain to me why this new chain won’t cut a straight line and produce big chips. That’s all I wanted. 40 dollars wasted. If you're reading Caldwell, please fix my problem and treat customers better.

Edit: The owner called me and made things right. I really appreciate his apology and will use Caldwell again to see his improvements. Everyone has a bad day sometimes. I will update my rating upon further use of...

In response to the above review, I am not the owner But,I am The STIHL/Husqvarna certified mechanic for Caldwell Hardware,Robert's Small Engine.We take extreme pride in customer service and satisfaction! Ask around the community! I am aware of the above situation,Although I was not the technician who corresponded or attempted to satisfy the customer,I know the situation/problem the gentleman is referring to is a unique problem, because his reported problem could not be duplicated or made visible to the technician when the piece of equipment was in our repair facility! A classic case of "We can't fix it if it isn't broken" at the time the item was in for repair! I am truly sorry/disappointed you feel you had a bad experience with us! We did not become a warranty dealer for Stihl/Husqvarna by leaving the customers hung out to dry! The customer is always right has always been our stand! But when the customer pushes too hard,Yes the OWNER will push back! I hope to get the opportunity to right this "wrong" for the gentleman if it is a...

Upon recently moving into this area I have shopped Caldwell Hardware for plumbing supplies, electrical components and lumber. Looking from the outside of the building; you would never realize just how large the inside is. Large equipment, lawn mowers, BBQ grills, tools galore. I have always been able to purchase what I needed. The price is a bit higher then Lowes, but worth every penny not to have to drive into town. The customer service experience is top notch. They've just opened a very large paint department. Be aware that they are not open on Sundays and close early evenings. Plan your projects appropriatley,support your local business and you won't be...