Koontz Hardware — Local services in West Hollywood

I bought a fan from here and tried to return it within a 30 day window ( which is what the receipt indicates for returns) because it was tipping over and knocking over things in my bathroom repeatedly. To my dismay when I got there, I was told fans and heaters could not be returned after 24 hours, and that there were signs by the fans and "all over" by an employee named Patty.

I spoke with a manager who told me that the particular fan "Polar Aire" is just fine for them in the store and it does not tip over. I told him that I understand it may not do that for them but I'm telling them what it was doing in my house and what I had experienced with it.

They both told me they could not do a refund because of their 24 hour policy and that "signs are by the fans and everywhere".

I told the manager I would be willing to look at tower fans he had that wouldn't tip over, which he told me again the fan I had bought would not tip over, yet again had to tell him it did for me.

While he was grabbing tower fans, I looked around the fans and heaters. No sign. I looked at the receipt. 30 days was all that was mentioned there. When I bought the fan, it was not mentioned that there was any different policy for fans. So essentially, no signs or notice.

When I mentioned this to the manager, he had Patty refund my money. After she refunded I asked her where the signs were. She told me "all over" and I asked her where. She said it didn't matter because I got my money back. I still wanted to see these signs that are "all over" and "by the fans and heaters" but she said she would not show me.

I left pretty upset and felt lied to by a local business I have bought things from for a long time. I did eventually see a small notice about fans and heaters but it was amongst a bunch of other things on a poster board that is very easy to miss, and that's the only notice I saw.

I am very upset with my experience. Patty was not only not helpful, but she was rude and her customer service was pretty terrible.

I have shopped at Koontz many times, but after this experience I will no longer be shopping there nor do I recommend it. Go to Anawalt Lumber down the street, they have most of what Koontz does and great customer service and help, without mostly...

Very bad customer service. I was trying to learn the size of the boxes which they put all the way up on the shelves that you cannot see the sizes. And I used the ladder over there to be able to see it. One employee told me that I cannot use it and I stepped down right after I tried to see the sizes of the box. And i was on the floor already but employe kept telling me that no no no you cannot use the ladder. I tried to ask that why he keeps telling me no no no you cannot use ladder even I am already stepped down long ago. He just kept telling me that I cannot use ladder. His attitude makes me very uncomfortable. I am already on the floor I understood what he meant and still saying no to me. Very annoying. I was still trying to learn that hey I am already floor why you are keep telling me that. He kept ignoring me and saying no no no you cannot use ladder. Evenmore, The other empoye from register came and he didnt even try to undertand why I am discussing with other employee. He started telling me that I cannot use ladder again. One more time I told him too I understood and I am already on the floor why are you still teling me you cannot use the ladder. My question was simple but they ignored. Insead of keep saying no, it would be better to listen and answer me, things wouldnt go out of control. I felt so bad after all this happenned that I involved in this discussion. I wouldnt go there because you can find yourself in discussion with employees because they dont pay attention your questions. You will feel very...

In the era of big box hardware stores, Koontz Hardware is a throwback to a time gone by. This is the ultimate neighborhood hardware store. If you needed it, they most likely have it. Thankfully they have very friendly and knowledgeable sales people that can help you navigate the maze of floor to ceiling aisles to help you find exactly what you need (check out the very back of the store for several floor to ceiling aisles of nothing but every type of drawer or cabinet knob imaginable). These people are not only helpful when it comes to locating the product you need, they are also extremely knowledgeable in all types of home related repairs and renovation projects. Share your renovation idea with them and they will happily share with you the different options and alternatives they have available to not only make your project easier to do but also to give it that extra wow factor. You do not get service like this at a big box store. If you start coming here regularly their staff will remember your first name after only 3 or 4 visits making you feel like one of the Koontz Hardware family in no time. This is a hardware store where everyone knows you name, remembers the projects you were/are working on and are genuinely interested in how those projects are progressing. You will never want to go back into a big box hardware store once you have had the pleasure of letting the staff at Koontz help you with all of you repair or...