DIY Home Center

The Project

3 months ago

Today I decided to bring my dog Bruno into DIY, my 3 year old pup Blue Pitt. We rescued a traumatized dog a few months ago. I brought the pup because he needs to get out. I’ve been in this store hundreds of times over the years even through COVID while businesses were struggling. We have always chosen this store compared to “other options”. This time was things were different, as we walked into the store Bruno was excited when he off the car so in his nature he urinated when we went inside the store. I immediately apologized and we asked for paper towels, they told me they had none. We immediately offered to clean because as you know, animal sometimes behave like animals. We received extremely rude and personal comments regarding my dog and my responsibilities as a dog owner. The Individuals working there were females in charge are the reason we will never return to this store again. No customer in this neighborhood should feel the way I felt today as a dog owner. Those comments were humiliating and came as I was trying to clean the urine. There was no need to take it that far. All my family will take our money to Home Depot or Anawlt where they do keep paper towels behind each register. This could have been evaded by them just handing me paper towels. The manager said I wasn’t her responsibility. The Manager and the other Lady with short hair should be careful with their tone towards customers. Now thousands of dollars per year will be directed somewhere else! I live in Malibu where we do LOVE DOGS! Shameful Customer Service! A truly traumatic experience at this hardware store. I couldn’t think of buying anything due to this experience. When it comes to a neighborhood store, it’s not the store or the product, it’s how you treat people. Great job losing customers!

Ryan

4 months ago

Terrible customer service. I tried to return an unused item with the receipt and the same card used for payment, but they refused unless I provided my name and allowed them to register it in their system — something I’ve never been asked to do at any other hardware store. Even the manager was rude and completely unhelpful, repeatedly and rudely saying “this is store policy” instead of trying to help or offer any solution. In another case, they rejected a return simply because the packaging was missing, even though the item was completely unused and I had the receipt. Very disappointing experience. Definitely not the kind of service you expect from a local hardware store.

Ric Silva

5 months ago

Absolutely Abysmal customer service. The man they have working the tool isle has no clue what he’s even doing there. Had never heard of a step drill bit, even though it was right in front of him. All he could do was point at the tools and say, “ this is what we have.” No working knowledge of his field, whatsoever. I think he was more worried about me stealing, and completely froze when asked actual questions about his isle. Instead just hovered over me, as if cameras hadn’t been invented yet. But wait, there’s more! Once I actually decided what item from the lackluster inventory would somehow fit my needs, I proceeded to the cashier. Guess what? All cashier stations were empty. Just two employees chatting it up behind the customer service desk where a man in his early 30’s was hitting on his very obviously younger co worker. After I asked If I could pay for my items there, he smugly replied, “well, we’re the only ones here!” Call me old school, but that’s no way to greet your customers. He was actually bothered that I asked to make a purchase, interrupting his very sad and pathetic attempt at “on the job romance.” Place is pathetic . You’d think the people that work there would actually try and make a sad excuse for a hardware store perform as it should. It’s Saturday, 11:30 am, peak hours for homeowners and DiY’ers, and I’m only your 13th customer? That says a lot. Stay away from this place.

O.G. GLASS OPAL GLASSWORKS

a year ago

Went to go get hardware for my bike and the worker at the paint desk asks me if I need anything or what I am looking for. I tell him not just yet wanted to look at the jackets and then he tells me out of the blue I need to leave the store and accuses me of stealing a while back with some girl. I tell him I have t been here in over 6 months and I have never been caught steeling or even accused of such a thing. Will never be contributing to Thier establishment again

Rebecca Hewitt

a month ago

Tricia, Rebecca, Niko and Dean are always so helpful! Well stocked and clean.