I went to Fairfax Lumber because I wanted to support a local business instead of going to Home Depot. After this experience, I won't be back. I had five keys made, and none of them worked. When I returned, Bob, the manager who made the keys, told me he could tell the original key was "a copy of a copy" and that he had doubts when he made them the first time. I did wonder at that point why the keys had been made in the first place if he had concerns they wouldn't work, or why I wasn't warned beforehand. However, he was friendly, seemed genuinely willing to help, and offered to try to fix them, so I gave him the benefit of the doubt. Unfortunately, the adjusted keys didn't work either. I went back a third time to return them for a refund. I had paid with a $50 Visa gift card, and Bob attempted to process the refund back to the card. He told me it went through. Later, when I tried to use the card for gas, it was declined because the funds had not been returned. Neither Bob nor I realized at the time that Visa gift cards cannot accept refunds. When I called about the missing refund, I spoke with Lexi. She was abrupt and rude throughout the conversation. She insisted the only option was a Fairfax Lumber store credit. I repeatedly explained that I had lived in Fairfax for six years and that this was my first time shopping there. I had specifically chosen Fairfax Lumber because I wanted to support a local business, but a store credit wasn't useful to me because I needed the money for actual expenses, not credit at a store I never use. I am on SSDI and live on a fixed income, so the difference between getting my money back and being stuck with store credit at a business I don't patronize actually matters. After going back and forth, during which she became increasingly condescending and told me things like, "Everyone knows you can't refund to a gift card," while listing other stores that supposedly follow the same policy, she finally agreed to refund me in cash. She added that they would "never do that for me again." The next day, I went to the store. Before I could speak with Lexi, Bob intercepted me and pulled me aside. He told me he had overheard how Lexi was speaking to me on the phone and didn't want me to have to deal with that. He asked me to come back when he wasn't busy and assured me he would personally take care of the situation. Unfortunately, I became very sick and couldn't return for about two weeks. I left a message during that time but never received a call back. Eventually, I called again, found out when Bob would be working, and returned to the store. On what was now my fifth trip regarding this issue, Bob said he couldn't remember all the details, which was understandable. However, instead of honoring what he had previously told me, he brought Lexi over. She immediately stated that Fairfax Lumber does not give cash refunds when a Visa gift card is used and that the only option was store credit. When I reminded her that she had already agreed to refund the money in cash, her response was, "I would never say that." At that point, Bob sided with her, saying, "Lexi knows more than I do. She's been here a long time." He then began getting an attitude and told me that this was simply how things were going to be handled. I responded that I knew exactly what I had been told and that if they weren't going to honor it, they should just give me the store credit and let me leave. The irony came at the very end. Lexi handed me a Fairfax Lumber gift card and then slid over an envelope containing extra change because, according to her, that portion couldn't be put on the card. Apparently, cash refunds are possible when it works for them. The way this entire situation was handled was unprofessional, rude, and, after five separate trips, a complete waste of my time. The issue was never just the amount of money. The issue was being sold keys that didn't work, being told one thing and then something completely different later, having an employee acknowledge that I had been treated poorly, promise to make it right, and then completely reverse course. When you're living on a fixed income, being forced into store credit you can't use isn't a minor inconvenience--it's real money. If anyone wants a Fairfax Lumber gift card with about $49 on it, let me know. I won't be setting foot in that store again. read more

Jesse and Michelle were super helpful and friendly in the garden department I'll be back for sure. Amazing customer service! read more

Fairfax Lumber and Hardware - I brought this beauty home! - Hardware Stores Near Me - Fairfax, California

This is the best hardware store I've ever been to in my 65 years. I needed some advice on sealant and the clerk was extremely knowledgeable, helpful, pleasant and genuine. You could tell he loves his job. Cashier was ver nice. Store has a full array of quality products that are premium quality that work well. They are honest about their products and will always steer you in the right direction. read more

The service here can't be topped! Whether you want a furnace filter, specifically cut lumber, electrical fittings, gardening assistance, plumbing pieces that are specific to a mid-century home--the helpful folks here will sort you out. From one end of the store to the other, in the garden section, or lumber area, there is always someone ready to be of assistance. My dog is made to feel very welcome, as am I. Parking is easy, and as they are part of ACE, the rewards are very welcomed. read more

I shop there regularly and have always gotten good service, never a problem until now. There are no longer restrooms for the customers. Very inconvenient and darn inconsiderate in my opinion! read more

This place has the best customer service. I got a paper cut right before coming in the store and the cashier right away offered me a band aid and antibiotic ointment. I have never seen this type of service in any store I have been to in my life. All the employees that I interacted with were so nice and friendly. I do not live in Fairfax, but I'd imagine that I would be coming in here for all my hardware store needs, if I did. read more

I rarely go to the hardware store, but I needed some nuts and bolts because, in a nutshell, Ikea failed me. I tried and retried to work with the too-short bolts, but rathe than to force-fit something together using a hammer, I decided to just go buy longer bolts. Will was so helpful and knowledgeable. He assisted non-handy me and he helped me figure out the exact right sizes to buy. He offered solutions to the Ikea assembly problem while explaining why the short bolts didn't work (I'd brought one bolt and it turns out the bolts were made for wood and my Ikea cart is all metal). I am so happy with the great, no-wait service on a mid-day Saturday. I didn't even have to wait in line to pay! I encountered NO grumpy people. I love how close this hardware store is to where I live (since Home Depot is a relative trek and they can get pretty crowded). It's all good at Fairfax Lumber, at least it was today. read more

Nicole is so friendly and helpful. I buy all my plants from this nursery. Great local business! A+ service everytime!

Everyone who works here is really nice, helpful, and possess a good sense of humor. Though they are not a huge store I do love this place. The garden area is pretty well stocked and for lumber they have quite a lot. It's always a pleasant experience going in here. Thumbs up. read more

There are many hardware stores more convenient than this one is to me, but I pass them all for Fairfax Lumber & Hardware. I can't be in the store for five minutes without one of the helpful employees asking me if I'm finding everything I need & it is not in an annoying way or clearly out of obligation. All the staff are so friendly & knowledgeable. I'm sure it has something to do with them being 100% employee owned. I initially came here when I was on the hunt for no-voc or zero voc paint. (If you aren't familiar, it's paint with no volatile organic compounds & even a pregnant woman can paint with it.) I love that I can paint for hours at a time with all my windows closed & not feel ill or asphyxiate myself. This is really the only hardware store I've visited since my paint buying experience & that was years ago. This is a one stop shop on a much better scale than Home Depot. The layout here makes sense & aisles are clearly marked. Nobody will send you on a wild goose chase. The plants in the nursery section are beautiful, the tools all look handy & the selection of earth-friendly products is very impressive. I've never really met a hardware store I haven't liked, but I really like this one best - even though they don't take American Express (minus one star). read more

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Not always the cheapest, not always the biggest selection, but customer service is always great. And they're a local hardware store when you need them. read more

I have lived in Fairfax since 1989. Fairfax Lumber is a critical part of our community and makes living here much easier than it would be without it. I rarely need something that Fairfax Lumber doesn't have, and the sales staff is always friendly and knowledgeable. I try to support the store as often as I can, and during the pandemic they have been a life saver. I have been able to shop locally for many items here, and not just hardware or lumber. I can't imagine our town without this store and the people who keep it going. Thank you Fairfax Lumber! read more

The employees at this place are grumpy and negative. I was standing in line inside waiting for the one cashier stand they had open and standing on the Floor X. The crabby woman behind the counter says "I'm going to ask you to step one a few steps back". I told her I was standing where the X is marked and she repeated herself with no thank you, no apologies. Then she didn't speak to me when I made my purchase. She was a rude bitch and clearly doesn't like what she's doing for a job! Also the guy out in the yard was very distrustful and spoke rudely to my daughter and I. It's understandable that he would want to see the receipt upon our return from the store, but the way he said it implied extreme distrust and rudeness. " I want to see that receipt when you come out of the store. Bring it back here to me." Whatever is happening at the store, the employees are extremely unhappy. If you're the owner and you're reading this, you might want to find out what's going on. read more

The staff at Fairfax Lumber are fantastic. They were very helpful in directing me to the best products for my needs and the store had what I needed in stock, including an excellent air conditioning unit. On top of that they carried everything out to the car, without prompting, and carefully loaded it for me. Where do you get service like that these days? And everything was carefully set up for Covid-19. Staff and patrons were all very considerate about distancing, taking turns in the aisles, etc. I have to say it was one of the more positive experiences I had in the last few weeks. read more

Choices, choices, choices- Choice #1- Drive to Home Depot in San Rafael where you will have trouble finding the right aisle, the right answer to a question, and probably spend a little less than a local hardware store. Finding a 2 by 4 that is straight is a struggle as you have to sift through a stack that has been picked through, then load them on a cart and push them through the store and out to your car. Garden products are good-they deliver new plants on Tuesdays if you want to get the best pickings and prices are much cheaper. If you have time-look around for things on sale-tools, tile, work gloves and so on. Choice #2- Fairfax Lumber-Drive time 15 minutes shorter (each way in my case), most likely get an answer to a question, and probably spend more. Materials are better here-load lumber, concrete and soil right into your car and away you go. I rarely buy from their nursery as prices seem high. Shopping locally is a good thing. So where to go? Depends on time, amount of material and what I am buying. 3 out of 4 times I go to Fairfax Lumber to make my project or repair go quicker. To give some input to the complaints that other reviewers have stated. Staff- Fairly knowledgeable, friendly and courteous. Eco Friendly-Yes-they have a huge recycling, 2nd hand center in back and upstairs that sells anything from lamps, old doors, hardware, etc. Look in their bargain bin for inexpensive tools. Checkout- They now have 3 places to checkout from. Two registers in front and now you can pay in the back where you order stuff from the yard from. The ticket system is gone now. Yay! You may have to wait in line a bit when they are busy. So to sum up-If you need advice and are pressed for time go to Fairfax Lumber. If you have time and want to save money (esp. on plants) go to Home Depot. read more

I have lived in this area for a long time, and when I've had to, I've stopped by Fairfax Lumber for odds and ends. If I have to. The place was merchandized and organized decades ago and they can't be bothered to make any changes. Employee-owned seems to mean: can't be bothered. Some of the employees are knowledgeable, and some are helpful, and some are even nice. But you don't remember those folks, do you? You'll remember the rude ones. And I try to be a well-informed customer and respectful of those who give kiss-butt service. It's a crapshoot whether you'll get that kind of service at this place. Last week I went in to get a few bags of fence post concrete for a short retaining wall. A short, older woman with a wrist guard "helped" me. After I asked for the fence post concrete, she said: "you mean the expensive stuff?" I said: "I didn't think it was expensive, I bought some last week at Home Depot for $2.55 a bag." That set her off. She said: "Well, if we had 17,000 stores like Home Depot (a place I also loath going to), we could charge less for it." I told her that I was just trying to better describe the cement bags I bought last week and I didn't need the attitude. She said she didn't have any attitude. I said she did. She also told me that the fence post concrete I bought at Home Depot was inferior (almost useless) to what she was selling, which was a general concrete, according to her. Okay, teach me. I like to learn. But she told me with a condescending tone, which I pointed out to her. We went back and forth for way too long (even a few minutes is way too long), until I just paid for the bags of cement and went out to the yard, head hung low and depressed. I loaded the bags of cement and showed the receipt to the guy in a kiosk and went home and fumed. In all my years as a waiter or retail employee, I just don't recall being allowed to argue for an extended period with customers. Never. Which leads me to another of many criticisms. When you return an item, like I regrettably did (once), you show the product you want to return to the person at the front counter, after waiting in line. They direct you to the back counter, where you will likely wait in line again. You show the product to that person and they give you a raffle ticket thingee with the product information on it, that you then take ticket to the front counter to get your refund. Three steps. Wow, that's efficient. Even when you buy an item that's out in their yard area, you wait in a line, get a receipt, go out and talk to another person, load your car, show your receipt, then head home. Lots of steps. A jobs program it seems. The hours are weak. Why do you think people go to big box stores? The store closes at 6 pm on most days, which is probably fine for most folks. But if you work until 5, and then drive home, you may not get there before they close. Oh well. And since they want to get the heck out of there, someone's jangling keys in the lock at about 15 minutes before closing. And back to the merchandizing. I worked for 10 years at REI, where we worked pretty hard to make the store easy to shop for the customers. We changed what didn't work often and we based on the floorplan on logic and convenience. Not so with good ole Fairfax Lumber. The aisles are janky, the outside yard is a joke, there's dust on old-ass product, and the layout is crappy for finding stuff. When was the last time they actually thought about the way the store was laid out? 1983. What really bugs me about the "shopping local" guilt trip idea is this: We locals must sometimes compromise service, hours, modernization, product selection, streamlined processes, and our patience, just so that we support a local business. That seems to be taking the competitive aspect out of basic economics. Win my hard earned dollars by making my shopping experience better than somewhere else. Seems simple enough. It's an unkempt, unprofessional, and non-evolving place to shop. The lines are long and slow and they don't care, because they don't have to. Because they are local and you better shop there if you have an loyalty to your community. read more

I was standing in a line just trying to spend a dollar for two longer screws. The checkout clerk turned into a pop up ad for every customer in front of me. I heard her tell every customer in front of me about "ACE" rewards. She ranted about the benefits that they would receive. Email offers, discount cards, senior discounts. She went on to tell her captive audience about the $money$ she had saved since giving her information to a questionnaire. Blah, blah, blah... Let me see if I have this right, there are now retail clerks doing commercial ad promotions (while you are standing in line) at your local Ace hardware stores. Oh, btw, this was not at Fairfax Lumber and Hardware in Fairfax, California, 94930 I thanked her for stealing my time! I spent twenty minutes buying two screws for a buck. Shush...I know there's a joke in there somewhere...! Thomas, 40 year customer of Fairfax Lumber. I have walked out of the store without buying anything more that I have into and bought something. As a contractor I won't take the chance. I will drive further as to save time and money. Thomas has been an electrical contractor for 29 years. Thomas has been awarded the "Angie's List" super service award for the last two years. When Thomas received his California state contractors license, Angie was in diapers! read more

This is a fine local hardware store, with an unusually complete selection of tools and lumber. Prices are good -- almost always lower than Jackson's in San Rafael. Folks are generally quite knowledgeable, very helpful, and great about handling returns. They have a good paint section, and a nursery (although I've gotten some plants at the nursery that really were not very healthy). For most items, or lumber, I go there. I still head in to San Rafael and hit Jackson's when I need something more esoteric, like Grohe faucet parts, diamond drill bits, stainless steel carriage bolts, major construction items. But Fairfax is my source for most items, and always a pleasure to visit. read more

I can't understand where the low reviews come from. I visit this store at least once a month and have had great service in every area. I was there yesterday and the guys in the yard were helpful and friendly, the woman in the nursery gave me some good suggestions and the cashier was courteous and efficient. Additionally, they support the community through sponsoring local sports teams and community events. I'm generally a little stingy with my "stars," but this business deserves 5 stars +++ read more

Fairfax Lumber & Hardware is a incredible resource in the North Bay. My husband and I come here probably twice a year-- but when we do, the service and the knowledge shared by the staff here really helps you get on track with your projects. We went here just yesterday to build a Earthquake kit-- and upon asking the staff here for help locating certain supplies-- they helped us narrow down and prioritize the most crucial items needed in case of emergency situation. We weren't being up-sold on anything, we weren't being told to buy anything outside of our list-- we were given great, real-life experience about how to plan best. The selection of items is great with low-cost to high quality once-in-a-lifetime purchase options available. Also, they even have a repurposed/recycled tool section for those looking for clamps, wrenches, etc... Stop giving your money to the big-box retailers that lack service and knowledge-- the money you "save" is truly wasted in the frustration it takes to navigate the giant space. Fairfax Lumber & Hardware have everything you need and then some. read more

Handy, local, consistent, nice to have people recognize you. Polar opposite of the big box, nice place to poke around in but also to find what you need for sprinklers, plumbing, garden, whatever. read more

How does this store have less than 5 stars? The products/lumber are top quality and the staff are great! The most helpful and knowledgeable people at any hardware store anywhere. They go out of their way to help with design and discuss options. The lumber is far superior to anything else in the area. I love Fairfax Lumber. I am only sorry that the Away Station is gone. read more

Bought some wood for a home project today. Josh in the lumber area was very helpful and friendly, and recommended a cheaper product rather than the more expensive one I was considering, and cut it perfectly. Checkout staff were friendly and efficient as well. Not my first time here and certainly won't be my last - each time I am impressed with the great customer service and reasonable pricing. read more

A little crowded but overall ok. Not feeling like driving to San Rafael Home Depot, Fairfax might not have every thing. I did find an old door that worked out perfectly. The employees for the most part are very friendly. read more

Employee owned--this place has VERY entitled people who work there. They have attitude and are often not helpful at all. The prices are also way higher than other places. It just isn't worth it. I drive from west Marin all the way to Rafael Lumber where the people are nice and helpful and have better prices as well Don't waste time at Fairfax lumber! read more

Have used Faifax lumber a lot lately. Over the years I have been diaspointed by the ambivalent customer service. In the last year and half there has been a huge change-- service has been really helpful. I also like their eco friendly products in particular the paints. read more

REALLY? This place is employee owned? Then why are the people so rude and unhelpful? We live 3 blocks away and have been loyal to this store for 20 years due to its proximity, but no more. We will drive to San Rafael from now on for our hardware needs. read more

So many times I have come in here for help and they have never disappointed - great with senior women who find themselves with do-it-yourself repairs. read more

This is the last time I endeavor to shop locally! The last three times I attempted to purchase flowers they did not have what I wanted. Today I inquired to one of the four clerks standing idly by the cash register "where are the radios?" to which one clerk replied "by the stairs." Unable to find it I inquired "can you be a little more specific?" To which the clerk responded "try the top shelf". Still unable to locate the radio I left in a huff never to return. REALLY! Goodbye local hardware store hello big box store. read more

Don't believe the nay sayers. This is a friendly, cool, down-to-earth family business. It's in laid-back Fairfax, not the gold coast of Connecticut. I've always had wonderful and helpful service. Plus they have competitive prices, great ecologically mindmerle ducts, and you don't have to drive half way across the county to get there. read more

Great selection of plants. The workers here will assist you in planning plants that will thrive in the local conditions. Judging from the content of my garden after this months BIG FREEZE I will be soon donating a large portion of my monthly income to this store to replenish the death and destruction that is currently in my garden. I also enjoy just walking in this garden are and listening to the splashing of the fountains they sell and dreaming of being able to afford one of them for my little pathetic attempt at gardening. read more

My experience time and time again Is that the employees/owner a are burnt out If you ask where something is they just point in a general direction The other day I sent my husband in with our 5 bucks reward card and the guy gave him the shake down Saying it was in his name We have the same last name Just rude and lacks customer service It's really a shame Even the away station guy has bittered I like to keep my shopping local So I hope that they are listening read more

In the past I've had OK experiences I can say only good things about the waystation and Otis I have saved me hundreds of dollars and I have had positive experiences with Robin at the front counter ..... After living 20 years in Fairfax everything in Fairfax is different read more

I just sent my husband there to buy a drill bit. We live two blocks away and I called to confirm that they had the part we needed, the woman on the phone said "yes, we have it, but we are closing in ten minutes," I said "he'll be there in less than 2." True to my word, he got there at 3:52pm and was turned away at the door - for 1 part that would have been a 1 minute transaction. There were still people in the store ringing up. For this subpar customer service (the woman on the phone actually hung up without a "see you soon" or even "goodbye" after I said he'd be there in two minutes), Fairfax Lumber has lost what would have been a lot more business from our family (we just bought a fixer in the area). I am all for supporting local businesses, but I will not support subpar customer service. read more

Best hardware store in Marin. Friendly, helpful and knowledgeable. Sure, they don't have the space to have everything the big box stores carry, but they want to help. I sometimes order from ace.com for store pickup of items not in stock. You can't beat their service. read more

Beware - NO PUBLIC RESTROOMS. If you are out shopping with a 4 yo...this is a major problem. Do the employees leave the premises to relieve themselves? Hm, hardly efficient...So there MUST be a toilet on the premises. "I'm sorry we don't have a restroom" no matter accompanied by how "sympathetic" a face, is not sympathetic at all to say to a mom with a child that HAS to pee. Local, friendly? Nope. Never coming back. Restrooms are a basic civic amenity. I will drive to San Rafael and shop at more civilized hardware stores. read more

While this location has a satisfactory selection of hardware, the real problem is their lumber yard. Most often, the wood is warped, cracked, and has huge inked on labels which renders it not only ugly but useless if the thing you're getting wood for needs the planks to be straight or not cracked. The staff tends to be very unfriendly (there are exceptions, I've had some very nice people) who are very reluctant to replace damaged planks. read more

Some stores are good for what they are good for and I have found this place good for just about everything. I go here for advise and wind up purchasing what is suggested and as of yet I have not been disappointed. They have a good selection of the basics and I would rather give them my business then giving it to a big orange one. read more

Really friendly, quite knowledgeable, and most importantly - employees that actually seem to like doing what they are doing. So whenever I go in there I know I'll get what I need, and on the off chance that they don't have it they'll know exactly where to send me. Most importantly my $ doesn't go to home despot! read more

I always enjoy walking through the nursery and dreaming of what to plant... I live nearby and am so grateful to be able to get what I want/need right here in Fairfax. PLUS the employees are knowledgeable and kind. How many other towns in Marin have a hardware store & nursery? Trying like heck to avoid the "Big Box" and get what I need right here. read more