Roquemore's Hardware — Local services in Whitehouse

Approx. 1-1/2 years ago I bought a eX mark V-Twin 708 lawn mower from Roquemore's . The mower has been exceptional so far. After so many hours I was told to service mower. So I called to set up appointment and have them to pick up the mower. After several days from not hearing from them I decided I could change out the oil filter etc. Fast forward to today. Several weeks ago I called roquemore's AGAIN and ask first of all if they could pick-up my mower since I have no way to load or unload the mower. I was told they could but it would be better if I came by store and set up the appointment. So I did. This time however, I needed to change the blades and have a full service on mower. Again I asked if they could pick-up my mower. I was told there would be a 30 dollar pick-up charge. I agreed and was told I would be contacted when they could pick my mower up. A week past by without hearing from Roquemore's. So I called again. The guy at the desk seemed distracted and said he would check to see if the mower was ready. I had to tell him 2 different times that the mower was not there and that they needed to pick-up the mower. Again, I was told the woman in charge would call. Going on three weeks now I called again this morning approx. 0830 hrs. Again, I explained to him that I never heard from her. Again I was told that he would check to see if mower was ready! Once again I explained to him the mower was not there that they needed to pick-up the mower. I was told that she would be back in office in 30 min. and would call me. It's 3-1/2 hrs later and once again I haven't heard a word. It greatly disappoints me that I spend a lot of money on a product that they sell but they cant service my mower. I have bought 2 stihl chain saws, weed-eaters and numerous other items from them. I want to support local businesses but when they refuse to call or simply don't care I have no other choice but to take my business elsewhere. I have been patience and not rude. All I wanted was for them to service what they sell but apparently this is to much to ask of them. At least give me a call and either let me know that they cant pick-up the mower or I need to make other arrangements to have to mower...

Let me start by saying that I’ve been a loyal customer here for 5+years and have always tried to use roquemores when possible. I don’t mind the higher price point because the employees are knowledgeable and friendly. Over the last six months, I’ve seen a gradual decline in service and this is no longer the store I used to love. Lots of new employees that have no clue how to help you find parts or follow through with what they say they are going to do. If you call to check availability on something, you are literally left on hold and forgotten about. If you call to speak with someone in parts and service, they typically take a message and then no one ever calls you back. God forbid you need any sort of parts to repair your stihl equipment after 5:00 or on the weekends. The employees defer everything to the ONE parts guy that works in service. They can’t even get you a filter or fluids because they don’t know where to find them or how to manage their inventory. I hate leaving such a low review on a local business but this is the 3rd time I’ve called them and still haven’t heard anything. If you go into the store and share your experience you’re met with excuses from the “manager” and there is no accountability from their staff. Save your time and money and go...

I’ve been going to roquemores for stihl products and other hardware needs since before they were at the new location. Great service when Larry was running it but now is run by a bunch of kids that are disrespectful to there customers. Left a chainsaw for service and didn’t get a call back for 2 months just to find out they couldn’t fix it. Recently left a zero turn that I had bought from roquemores to be serviced, they originally told me one week then every time I called to check in on it it was pushed back. Two and a half weeks later they still haven’t even started so I picked up the mower. They left it out in the weather for 2 weeks and now it has more problems than I origally dropped it off to be serviced for. When I asked about the problems I got a smart a** answer. Long story short the customer service is terrible and will leave you feeling very frustrated. I’ll no longer be doing any...