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January 2024 by Bryce U.
A shout out to the manager Dan for exemplary customer service! I was following up on an order for some custom window screens to be fabricated which were not received within the promised time window. After speaking to him, I received his assurances that he would follow-up personally and expedite the order. He called me at 7 AM the next morning to inform me that they finished them up the previous evening and that they were ready to pick up. Mahalo Dan!
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December 2023 by Laurie Y.
Whenever i go to Costco, i stop at City Mill in Hawaii Kai! It's a nice big store, not too crowded and lots of plants! The staff is very nice and friendly! Whenever i have a question, they're very helpful! Look at the Christmas 50% off already! Bought some nice heavy sushi magnets and Chinese take out containers ornaments with chopsticks!
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November 2023 by Linda P.
Do NOT be in a hurry here. I haven't seen any clerks under the age of 60. This is particularly frustrating because they instituted a new cashiering system. You can imagine the confusion that is happening at the check-out counter. It's ok I'm not in a hurry but if you are, think twice about shopping here. Otherwise, awesome variety and local business.
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August 2023 by take tonbo
Over priced everything. Just go if in an emergency. Save your major purchases for elsewhere.
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May 2023 by Ray C Travels
Bought an overpriced propane tank. i can get it cheaper in other places like Costco and homedepot lowes. Plus, they charge an extra fee for filling up your new propane tank. Where in most places it's already comes filled. And they make you wait like 30min or more get it filled up after you made your purchase.
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May 2023 by Beerent G.
1 hour wait for a damn propane refill, when I asked how long they told me everyone is helping a customer. Meanwhile I watch an employee go up and down a ladder and a lady pushing her cart. Melita is extremely rude, I try not to checkout with her. Otherwise its our only home improvement in hawaiikai, so I'm stuck going here. C'mon HOME DEPOT!
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April 2023 by Kathy C.
Went in this morning to get some keys duplicated. Pushed the bell for service. Several minutes later an employee shows up and explains that the only two people in the store that can cut keys are on the register, but will be back to help me once the line goes down. After waiting 10 more minutes (standing there on sore feet), I went to the front of the store only to find a very long line snaking way out into the store, and only two people manning the registers. When I spoke to the manager who was at one of the registers, he explained that they were short-handed and that they had to be there to man the registers...it was immediately obvious that they were never going to be able to come to the back of the store to cut keys! WHY WOULD THE CLERK TELL ME THAT SOMEONE WOULD BE COMING TO HELP ME IF IT WAS IMPOSSIBLE? A SIMPLE SIGN ON THE KEY COUNTER EXPLAINING THAT THEY COULDN'T CUT KEYS TODAY WOULD HAVE SUFFICED, AND PEOPLE WOULD UNDERSTAND.INCREDIBLY POOR CUSTOMER SERVICE!
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March 2023 by Nadine Fong
Elizabeth Austin is an outstanding employee of City Mill Hawaii Kai. She gave me great service and took the time to help me find the correct nuts and washers for my husband’s wheelchair foot pedal. She was so helpful and I really appreciated her patience and kindness!
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December 2022 by Starlite Silva
No customer service available when called. Apparently cashier answered and needed to get information and availability, but was told she couldn't check because of her customers in line. So I asked if someone else could help she told me not really. What happened to customer service even when you call? Am I NOT A CUSTOMER?
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December 2022 by Serena M.
I've been to City Mill a few times within the past couple of weeks. I had a purchase order to pick up some supplies and when I went they didn't have it in stock. The worker said there were a lot in stock at the Kaimuki one and she said that they can transfer it to the Hawaii Kai one. She took down my information and said she would call when it came it. Weeks went by and I didn't get a call so I call them. They said they have a lot in stock. Told them I would pick it up that day. It would have been nice if they had followed through with their request. But this problem is nothing compared to what I experience this past weekend. My family was decorating the house with our Christmas decorations. I was putting up the stockings and fake chimney paper. We have textured walls so the regular blue tape wasn't working. Thinking, oh I'm gonna quickly stop by city mill to go pick up so sticky tack for the wall and some adhesive hooks. I go straight to their customer service line. I try my best to describe my sticky tack for the wall and she looks at me and rolls her eyes and gives me weird looks as I'm trying to explain. Then she tells me that they don't sell that. Then I ask for the adhesive hooks. She tells me aisle 25, so I go there. It's not in that aisle. So then I go to try to find another person. And ask the same questions. He directs me to the right aisles. Not sure what the lady's problem was in customer service line. That's definitely not how you would treat a customer asking for help. Don't think she should be servicing customers in that line if she has that kind of attitude. And in the end, when I found it and had to pay she was my cashier. No acknowledgment of "oh I'm glad you found it." It's just left a sore note for me that day about City Mill. I really like to support local as much as I can but this whole incident makes me rethink.
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November 2022 by Toddi Nakagawa
Love this little store. They almost always have those home improvement items I need in a pinch. A little pricey, but very convenient.
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September 2022 by Richard S.
I was never a fan of City Mill because it always seams that they don't have what I need. Lately they have won me over with their customer service. Even when they're short staffed they have helped me right away with paints, keys and lastly, Tanner doing a fantastic job cutting glass louvers for me. They still don't have the supplies of Home Depot and Lowes, but who wants to drive into town if you don't have to.
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July 2022 by Puz M.
Really like that city mill is in hawaii kai but the last three visits have had to deal with some surprisingly rude staff. Usually I enjoy my trips to city mill, especially the kaimuki site. And thought hawaii kai would be the same. Hope this changes.
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July 2022 by Jamie and Brian
Xavier went above and beyond to find the laundry room sink that we've been looking for at the right price!
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July 2022 by ron m.
went to city mill yesterday to buy 4 ft t8 tubes. they had led replacements and print said instant plug and play, but didn't know if my ballast would accommodate them and no one available to question on the floor. so asked the checkout lady how would i know if was ok in my fixture. her response "i'm not an electrician, so how would i know?" i knew my question was worded wrong, so i asked if i could return it if didn't work, and she said just bring it back in the box with your receipt. just then noticed a gentleman come in carrying an lpg gas tank and she turned to him and gave him a piece of paper and told him to fill it out. didn't know what he was doing so i asked her if they accepted returns of old tanks. her response was "we're not a dumping ground!" her tone of voice turned me off - she's NOT a very good representative of the company - regardless of other positive comments on service and friendliness of the staff. the "star rating" is on her - she did her job (rang up my sale), but that's all.