Robinson's Hardware — Local services in Town of Guilderland

I had an issue with a Toro snowblower that I purchased at Crescent Ace Hardware in Clifton Park a few years ago which has since been bought by Robinson’s. Bring the one in Guilderland is closer to me I brought it there for a warranty issue. After Toro misinformed the Robinson’s that the problem wasn’t covered I contacted Toro and was told it was coveted just as I had thought. Toro however did not make it easy as they would not call Robinson’s on my behalf to straighten out the miscommunication. I called the manager of Robinson’s (Rob) and we went over the warranty. He agreed with me on my interpretation of the warranty and stated he would straighten it out with Toro and he did. I said to go ahead with the warranty repair and also service the snowblower. I was told it would take about 5 weeks due to work log and I was fine with that. A few weeks passed and I was contacted by their repair man, who informed me the parts had arrived but they were not in satisfactory condition. He thankfully refused to put them on my snowblower. This happened a few more times where Toro sent parts that were damaged. I called to check on it before the big storm we are supposed to be getting. He said he was awaiting one more part and then he would try to get it done by the weekend. He called back a few hours later and said the part came in and he was done. He also told me the manager was going to absorb the cost of the tune up because this had turned into a big ordeal. I had someone pick it up for me and it’s in perfect condition with a full tank of gas. This is the second toro snowblower that I’ve owned. The previous one had a plastic chute that the joystick controlled and it was as smooth as butter. Even though this Toro is their premium snowblower the metal chute never operated as smoothly as the plastic one. Well Steve the repair man worked some magic because I notice ot is silky smooth now. I could tell from the conversations that I have had with Steve Sr that he prides himself on his work. He wanted to insure that my snowblower would be returned to me in tip top shape. and it was. I will definitely use them again for repairs or buying a new snowblower if I ever need too. They stepped up to the plate for me and I greatly...

I would never recommend this store to anyone. Every visit was worse than the previous. 1st visit I waited about a half hour in line just to drop off my chainsaw (not to mention the 4 week waiting list I was on just to drop it off for a tune up). Mechanic told me he would call me if there was anything more than a tune up needed. Fast forward THREE WEEKS I get a call to pick it up and I was told it needed a new carburetor as well. Never got that call. Again waited about 15 minutes just to pay for my chainsaw and leave. The bill was over 170.00 for a tune up, bar and carb. In all reality my bill was actually over 200 dollars because I put down a 35 dollar deposit. When I realized the bill was really high (so high I thought they forgot to apply my deposit)I went back in today to question the charges and the mechanic started to get snippy with me and went through the receipt category by category like I was a child. When I made a comment about how he should have done this when I picked it up things went south and we started yelling at each other. I took my receipt and started to leave and he actually followed me out of the store and said “come back here and look me in the face and call me a crook” I turned around called the man a crook to his face followed with some more choice words. We were both wrong for taking it there....but the customer service pushed me to that point. For over 200 I could have bought a new chainsaw. Just not a place I will ever go back too for any type of mechanical small engine work. If you need your equipment at all be prepared to wait over 6 weeks to get it fixed and returned. Also, while waiting all that time in line I just so happened to notice a family of mice living in the Stihl section of the store. Good stuff

If you read the reviews all the negative reviews have the same common denominator. The service department, service manager, timeliness,pricing, and attitude towards customers. Please scroll the reviews and read the following: Shawn Ferrel, Michael Juliano, Chris Cutter, and Jace Prep. These are small engine customers. Seems like this mechanic has been an issue for years. Probably costing your store plenty of customers. Word of mouth is just as powerful as...

Horrible Customer service. Wandering trying to find an item, no one to ask , then when there was I was made to feel it was a bother I asked a question. The the person stands by while there is a line with 7 people. One older guy running register who couldn't keep up and put in wrong numbers and couldn't hear. The guy in front of me he asked his 5 times and still put it in wrong.Finally Mr Stand around went to the other register and took some people and when it was my turn he saw I had 1 item with cash in my hand next to the item, rang it up then said when I raised to hand him cash, said "I can't do cash". Then I get back in line and the guy is still trying to do the others guys order and says I input something wrong I gotta do all over again. I put my item on the counter and walked out. I've been going there since I went as kid with my dad when it was Robinson and Hennett. Then later when it just Robinsons. This later generation of Robinson owners certainly are not continuing what made the place great. All the past owners would be ashamed of the lack of customer friendly service that made a style of Guilderland. I doubt...