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December 2023 by Doug M.
Russell Hardware is a high-end store but with poor customer service and communication. We bought 3 drawer pull. After waiting an inordinate amount of time they arrived the incorrect style. We reordered another & waited an inordinate amount of time. Called periodically on the status, requested we be called on arrival - it never happened. WILL NOT PATRONIZE RUSSELL HARDWARE AGAIN.
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August 2023 by T Brown
I've had great experience with Russell Hardware. They have an excellent hardware selection and the staff is always very helpful. Recently, I walked in with a faulty door latch and Bill set me up on the spot with interim parts and got the latch working so I had a functional door lock while I wait for the lifetime warranty Baldwin parts to arrive. I'll definitely continue to use them as my go to hardware source. Thank you Bill & Russel Hardware!
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June 2023 by May K.
I was shocked how unprofessional this shop has become. I have made multiple purchases and spent thousands of dollars at Russell Hardware during the past 10 years. My last purchase was in Nov 1st 2022, I purchase 3 closet door knobs with matching backplates. I was told it will come in about 8 weeks. At the end of Feb (16 weeks later) I was told only 2 knobs came in because the product is in backorder. I was ok with that. They gave me the 2 doorknobs along with the 2 backplates. In April I went in to the shop to pick up the remainder 1 doorknob & 1 backplate. The salesperson handed me a brown bag with the doorknob only. I assumed the backplate was in the bag as well but it was not. I recently went back to the shop to inform them of the backplate that I was never given. I was told that was my problem because when I picked up the 2 doorknobs I was given 3 backplates. They showed me a piece of paper that I signed showing the I picked up the 2 doorknobs and 3 backplate and all the way at the bottom of this 8X11 sheet is my signature. I'm 110% sure that they did not give me the 3rd backplate and they just did not care! I'm not just relying on my memory but also my husbands, because I handed him the box with the 2 doorknob & 2 backplates only and he has great memory, I've always claimed that he has a memory of an elephant :) Please don't trust Russell Hardware they have terrible customer service! they do not care about you they just care about making the sale and getting the money. I will make sure every single family & friend aware of this and caution them not to do anymore business with this company. May
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June 2023 by Venice Jabiru
Do not purchase from here! The manager Bill gave the worst customer service I’ve ever received. I purchased a custom front door handle and it came in wrong, and he text me in all caps saying “FINAL SALE”. When I called to explain what was incorrect, he started yelling at me disrespectfully and hung up on me. I dropped off the handle, left it on the counter and still waiting for an $1,100 refund that I will probably never receive.
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May 2023 by Christy T'dale
Our sink requires an Italian product that only Russell Hardware Company could supply! Staff is incredibly knowledgeable and helpful!
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May 2023 by Terry T.
If you need something special, or hard to find, they have it. Extremely knowledgeable staff, huge selection of high quality hardware. They are the go to source for custom builders in the area. But they also take care of the general public extremely well. Totally different experience than a ACE or a big box.
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March 2023 by D Miles
Needed touch latches. They had them in stock and took care of me quickly.
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September 2022 by Danny Memar
Mailbox is gorgeous, thanks to Bill and the team for making it happen. Will shop with them again in the future.
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September 2022 by Shannon Spilker
Excellent customer service! I purchased a beautiful walnut desk on FB Marketplace that was missing some of the hardware. Nicole helped me find exactly what I needed and gave me all of my options that would match the original hardware. There is no place like Russell Hardware for service and selection.
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September 2022 by Jaimee Murphy
I went to Russell with samples of my kitchen cabinets for my kitchen remodel. I waited at the front counter for several minutes as associates walked past me with no acknowledgment including two people on the phone behind the counter and a woman helping someone next to me. Not even a “someone will be with you soon”. When an associate finally got off the phone he came up to me and unenthusiastically asked what I needed. I told him I brought cabinet samples and needed assistance with finding hardware to match it. He said they were not designers and they didn’t do that. Not sure what he meant. I had an idea what I wanted, I just wanted someone to provide samples of the style I was looking for. I said okay and that I would just look around. He went back to his desk on the computer. I then walked around with my bag of samples trying to navigate the stores selection myself. An associate finally looked up from what she was doing and asked if I was doing okay. I said “well, kind of” with a look of confusion. She said “okay” and went back to her task. “Kind of”, is not a yes, that was clearly someone who didn’t want to be bothered. I then asked her if I should make an appt. She said yes, they were very busy and sent me off with a business card. Did not have the service I was hoping for. BTW I’ve seen past reviews concerning the attitude and lack of service that get a defensive, snide response with excuses, back from the company instead of an apology. I’m half expecting the same.
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September 2022 by George Dobrowitsky
I have been a customer of Russel Hardware for 30 years. I visited the store a couple weeks ago to buy a door hinge. I had the box from the last time I purchased this exact hinge some years ago.I was told it was available and they would call me with pricing and availability. They never called so I bought it online.This will probably be my last visit to Russel Hardware. The staff just doesn’t care.
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September 2022 by TM E
This used to be my favorite high end hardware store until my most recent experience. I’ve bought many quality items over the past 35 years here including very expensive door hardware for an entire large house. My recent experience really left me disappointed. I was ready to place an order for all of my hardware for a new build including all door hardware and cabinet hardware and had already pursued a quote but never got a return phone call or email back to place the order! Pretty shocking considering this was a very expensive purchase of Alno, Baldwin and other expensive products for a 7500 sq ft home, including lighting fixtures. I ended up at Herald Wholesale and was very happy. I doubt I will ever return after the hours spent choosing and shopping. The 2 stars are for the excellent displays.
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August 2022 by George D
I have been a customer of Russel Hardware for 30 years. I visited the store a couple weeks ago to buy a door hinge. I had the box from the last time I purchased this exact hinge some years ago.I was told it was available and they would call me with pricing and availability. They never called so I bought it online.This will probably be my last visit to Russel Hardware. The staff just doesn’t care.
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April 2022 by Mel Butcher
There’s a lot of cabinet hardware here, sadly just not what I needed.
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February 2022 by ANDREA F.
They have what I'm looking for, have staff on the floor for help, easy to check out and park. Much better experience than Lowes or Home Depot when you just need a good power strip of some glue dots for instance. Lots of aisles of hard to find cleaning products too. I love independent hardware stores.
