Zettler Hardware & Garden — Local services in Liberty Township

I have had to make three separate trips to this location for assistance with Benjamin Moore paint samples. I was attempting to get a regular paint sample and two at lower levels of saturation and was told this was very common by my painter. However; this concept seemed absurd and complex to the two different individuals I have worked with throughout my three visits.

The paint itself is actually not my concern, although I certainly was not happy to get home to open my paint cans only to find white paint with no pigment in them at all (the original paint was very dark and even at 50% saturation would not be anywhere close to white).

I was compelled to write this review after one gentleman in particular (I did not get his name but he seemed to be a manager) could not have been more condescending and unpleasant to deal with. My interactions with him during my first visit were not pleasant or friendly, it felt like he was speaking to me as if I was this high-maintenance woman who knew nothing and he was incredibly dismissive. His advice was to come back tomorrow to work with a different gentlemen.

While I did just that, I had to return a 3rd time due to the aforementioned paint issue. During this visit when I explained to him that the lower saturation paint samples were, in fact, just white paint with no pigment he asked if I stirred the paint (surprise, I did!). After putting the paint back in the shaker he opened the cans and confirmed that they were white, but since they had labels with varying color combinations that they had to be correct. He tried it on a new can and it was the same result.

Instead of apologizing, planning for a solution, or maybe even just providing a modicum of customer service he just shrugged it off. I asked if I could return them and he said something to the effect of "well if they aren't what you want then that's your choice".

...not "of course", "absolutely", "yes, and I'm sorry this did not work out".

While I was initially inclined to believe this may have been because I was female. I saw him interact with another (male) customer who came up to the counter as I was waiting on my paint. An associate had brought something up to the counter asking if a man could return them and this gentlemen said that he had used these numerous times and they have always worked. The customer then came to the counter and kindly explained why he was returning the item, and this gentlemen proceeded to ask if he read the directions. The customer said yes, and the gentlemen responded saying that he has used them many times and they have worked every time and he must not have used them properly, but yes, he can return them if he wants. It genuinely felt like he was trying to make this customer seem like an idiot.

It is hard to describe the tone, inflection, and general nature of these interactions in writing; but I can assure you that this was not a one-off incident. He seems generally miserable and a horrible representation for your brand. I chose Zettler because they carried Benjamin Moore, but will most assuredly be going literally anywhere else...

Not sure what is going on at Zettler's, but the store sure isn't the 4.5 star store it was in the past. Stocked items lacking. On many occasions I end up at Lowe's because they are out of what I need. My most recent (and last) experience--With the assistance of a sales associate (very friendly and helpful) I was prepared to purchase 4 split ring washers(.47 each). Since he wasn't sure if they would work for my project he also recommended purchasing 4 hooks (1.19 each). The sales associate stated I could return the items I didn't need. Two days later I attempted to return the unused hooks and was told there was a 25% restocking fee...the cashier pointed to a notice taped to the counter, "...25% Restocking Fee for Nuts and Bolts." I explained that (1) the sales associate stated I could return the unused items (without mentioning a restocking fee) and (2) the hooks were not nuts and bolts. The cashier wasn't sure why the hooks were included in the policy and, in any case, could not alter store policy. She offered to call the store manager. I explained the situation to the store manager but she stated it was store policy and the cost was necessary because an employee had to return the hooks to the sales floor (25% certainly seems excessive to walk the 4 hooks back to the sales floor, but I digress). I told her it was not about the $1.19, but was about principle. (1) The sales associate told me I could return the items never mentioning a restocking fee, and (2) the sign says "NUTS and BOLTS." I was not returning nuts and bolts, I was returning HOOKS. She stated that hooks are included in the restocking policy and a full refund was available only if I had purchased an entire pack. The conversation continued to go nowhere as the store manager refused to refund the full amount ($4.76). I advised that given the way Zettler's treats customers my future purchases would be made at Lowes...the store manager was unconcerned ...Not sure why a business, especially a small neighborhood business, would want to lose a 16.5 year regular customer over $1.19. Obviously Zettler's is so busy that do not mind...

I have bought plenty from here over the past 8 years or so, but after today I’ll never set foot in there again. I bought three pieces of plumbing pipes yesterday at the suggestion of an employee. They unfortunately were too big so I went back today to exchange. First of all, the place is severely understaffed. One manager working on a Sunday before a major snowstorm? Anyway, I couldn’t find the size I needed so I went to the register to return. After about 10 minutes of waiting for the cashier to get a manager for their authorization code, some other employee who couldn’t care less about his job told me they do not accept plumbing returns. Show me where that is written? Not on the receipt. Not at the register. It was 100% obvious the products were not used. The whole place is so mismanaged and overpriced anyway. I’ll continue to drive an extra 20 min to a real hardware store...