Friedman's Home Improvement Petaluma — Local services in Petaluma

Returns can take FOREVER. Just today was the worst, which motivated me to write this review. I sat second in line in the return line for over 20 minutes. Finally, the person ahead of me asked if there was anywhere else to do returns. The return person said you could go to the project center. Information that would have been useful a while earlier. It wasn't much better at the project center. All in all, it took over 45 minutes to return two items - for which I had receipts.

So, I was going to give them 2 stars mostly but not all because of the returns. Here's the thing - I buy a lot of stuff for projects and handyman jobs. You know how it goes; you buy what you think you'll need with the option to return what you didn't need. You have to be confident that you can return items. It's very unpredictable at the Petaluma Friedman's. Lowe's is a better option. Lowe's is much better at returns - for one thing, they post more than one human there. Home Depot - worse than Lowe's but on par with Friedman's.

I spoke with someone who might have been the manager on duty and she said a couple of teenagers called in sick. I have heard from someone who used to work there that this happens all the time. And not everyone can do returns - apparently it's complicated or maybe their inventory/point-of-sale system is.

I almost bought one of the things I was returning at Lowe's up in Cotati. The prices were close so I felt I'd give the sales tax dollars to my own community. Oops.

Friedman's prices are either competitive or a little more depending on the items. In some areas, the products seem like they are off-brands - maybe as a way to be price competitive. They DO have many name-brand products - just not in all areas.

As long as this is turning into a full review I should mention the floor staff. Some are very good. Some, I avoid (terrible). I'd say they are mostly better than Lowe's and HD.

Looking over 241 mostly positive reviews I see some negative ones. No one monitors their reviews. [update] obviously, someone does.

I live in Petaluma and am glad there is a option for building products. But if I have to go up to Santa Rosa anyway, it's looking like Lowe's is a better choice.

[Update] As you can see, the owner responded to my review. That's nice to see. Since they asked; two improvements come to mind for the Petaluma store. (1) get rid of the two lines up front. I believe a new manager came in and that was his idea. Terrible. I ALWAYS manage to get in the wrong line. (2) It would be nice if there was a website with products and inventory. They're a local store so it's not as big a deal as driving further only to find out they are out of stock. But I often go to Friedman's and find they are either out of stock or don't carry what I'm...

One of my favorite stores to visit! Friedman's is close to my home (even walking distance) and - almost always - they'll have what I'm looking for. Hats off to the staff in the tool department; they listen, are knowledgeable, understand what my particular needs are, and offer great advice. I'm sure that all other departments are just as adequately staffed and have always had a good experience dealing with all sales associates. Pricing can be a hit or miss... they can be just a little on the high side, but sale items are always a bonus. On the 'not so pleasant' side of things would be the issue of returns. Buyer beware; if you open a package and find a product to be defective, or maybe the wrong size, they'll try to charge a restocking fee. And that would also be a problem - if I'm returning something that's defective (through no fault of their own, or mine) why would they feel they're entitled to a restocking fee? I didn't have my packaging for one return (some packaging is destroyed because it's next to impossible to open without a razor blade or scissors), but had my receipt, and I got some negative feedback because they wouldn't be able to tape up the package and put it back on the shelf. It's 'defective' you don't try to sell it again. Another bad experience would be when I had a transaction at the register - the scanner scanned my item twice. I didn't notice until I was getting my change back, and the cashier had to call a manager over. The manager's solution was to have me go over to the customer service counter (where about 5 people were already in line waiting), and, in theory, return the 2nd item I was mistakenly charged for. Really? I have been in business many years now, and know that this can be handled quickly and easily - at the register - by voiding the transaction and ringing it up again. A lot quicker than waiting in a line full of people! The manager did what I suggested, but she made it clear that she wasn't happy about it. So my advice to Freidman's would be to make the customer happy and be sure that the visit has a positive outcome. We've got Amazon now, there's a Lowe's just up the freeway, and a Home Depot just a little further than that, so it would be in their best interest to keep their customers happy to generate...

I love Friedman's. It's my go to, local hardware store. I spend a lot of money there. Today in Petaluma I tried to get prices for fiberglass and denim rollout insulation. The employee told me that it's Friday, she doesn't work tomorrow, and it may be Tuesday or Wednesday before she can get back to me. Then I tried to get prices on nat gas wall heaters. She showed me there weren't any on the shelf, only the display, up at the top, which has no info. She came back later to say that Empire was the brand they carried and they could order 25, 35, or 50k btus, that I could go online and get the details. I'd already researched the thankless water heater we wanted but wanted to get info regarding recirculation pumps (purpose, pros/cons). She had no info and couldn't get any. Frustrated, I went to get prices on doors. We wanted a dbl French with individual panes. Though I finally got the info, it took so much longer than necessary and I felt like I was putting him out. We have an account and have spent, and are planning to spend thousands. I've been a customer of Friedman's for 40 years. I left today, after nearly 1.5hrs, feeling like I should've saved my time and we should just buy online. I've never written like this, but today was a big waste of my time. Your customers deserve...