I was both amazed and stunned at how staff at Ross Bay Home Hardware on Fairfield Road in Victoria, British Columbia, Canada handled a return issue I had recently. I was hoping to return a pair of $10 pliers i had purchased the day before AND NEVER USED. What I got instead was a wheelbarrel full of attitude in a day and age when Big Box stores continue to draw customers away from smaller hole-in-the-wall retailers like Home Hardware. First I was told I there was no return on tools, exchange but no return, employee's comment WE DON'T WANT TO TURN INTO A TOOL RENTAL BUSINESS. I then ask if I can return it for anything else in the store. One guy says yes, the other no and this after they made faces to each other behind my back while I was trying to make this issue unfold seamlessly. One of these guys was the manager! I even had to go on to explain (nervously because I was stunned at the accusation I had used the tool) the tool hadn't been used at all and in fact hadn't come within 2 metres of the area where i was installing a faucet. Hardware employee again accused me of using the tool because the shoddy Chinese packaging was cracked. I left without an exchange or my $10. Amazing in this day and age that this is how customers are looked after in such a competitive business environment. I am done bringing my business to this location as is my family. Unbelievable about wraps up the whole episode. I was an entrepreneur for years, I never in all my time treated a customer so poorly. If you are bitter about something that happened in the past where your customer relationships are concerned do not take it out on me. I was flabbergasted. I now know the power of word-of-mouth for consumers. I intend to exercise my right fully. read more

I was both amazed and stunned at how staff at Ross Bay Home Hardware on Fairfield Road in Victoria, British Columbia, Canada handled a return issue I had today. I was hoping to return a pair of $10 pliers i had purchased the day before AND NEVER USED. What I got instead was a wheelbarrel full of attitude in a day and age when Big Box stores continue to draw customers away from smaller hole-in-the-wall retailers like Home Hardware. First I was told I there was no return on tools, exchange but no return, employee's comment WE DON'T WANT TO TURN INTO A TOOL RENTAL BUSINESS. I then ask if I can return it for anything else in the store. One guy says yes, the other no and this after they made faces to each other behind my back while I was trying to make this issue unfold seamlessly. One of these guys was the manager! I even had to go on to explain (nervously because I was stunned at the accusation I had used the tool) the tool hadn't been used at all and in fact hadn't come within 2 metres of the area where i was installing a faucet. Hardware employee again accused me of using the tool because the shoddy Chinese packaging was cracked. I left without an exchange or my $10. Amazing in this day and age that this is how customers are looked after in such a competitive business environment. I am done bringing my business to this location as is my family. Unbelievable about wraps up the whole episode. I was an entrepreneur for years, I never in all my time treated a customer so poorly. If you are bitter about something that happened in the past where your customer relationships are concerned do not take it out on me. I was flabbergasted. I now know the power of word-of-mouth for consumers. I intend to exercise my right fully. read more

I was both amazed and stunned at how staff at Ross Bay Home Hardware on Fairfield Road in Victoria, British Columbia, Canada handled a return issue I had. I was hoping to return a pair of $10 pliers i had purchased the day before AND NEVER USED. What I got instead was a wheelbarrel full of attitude in a day and age when Big Box stores continue to draw customers away from smaller hole-in-the-wall retailers like Home Hardware. First I was told I there was no return on tools, exchange but no return, employee's comment WE DON'T WANT TO TURN INTO A TOOL RENTAL BUSINESS. I then ask if I can return it for anything else in the store. One guy says yes, the other no and this after they made faces to each other behind my back while I was trying to make this issue unfold seamlessly. One of these guys was the manager! I even had to go on to explain (nervously because I was stunned at the accusation I had used the tool) the tool hadn't been used at all and in fact hadn't come within 2 metres of the area where i was installing a faucet. Hardware employee again accused me of using the tool because the shoddy Chinese packaging was cracked. I left without an exchange or my $10. Amazing in this day and age that this is how customers are looked after in such a competitive business environment. I am done bringing my business to this location as is my family. Unbelievable about wraps up the whole episode. I was an entrepreneur for years, I never in all my time treated a customer so poorly. If you are bitter about something that happened in the past where your customer relationships are concerned do not take it out on me. I was flabbergasted. I now know the power of word-of-mouth for consumers. I intend to exercise my right fully. read more

I was treated horribly by this gentlemen a few years back in this very store. I nor my family or friends will ever do business here again. The guy made so many wrong assumptions then made some crazy accusations that the whole mess was a disgusting example of how not to treat your customers. I drive way out of my way to Home Depot to do my business where I know for a fact I will never be ambushed by some crazed employee/manager who blows his top for no reason whatsoever. read more

To whoever responded to my post about Ross Bay Home Hardware... I NEVER USED THE TOOL!!!!!!!!!!!!!!! I NEVER EVER USED THE TOOL!! Yes, you have a policy of not accepting "used tools", the tool i took back to Lance was NEVER USED AND IN ITS ORIGINAL PACKAGING!!!! You guys have both my tool and my ten bucks...what are you going to do about it? read more

Great little neighbourhood store Very convenient and helpful staff when I need just one little thing they seem to be able to help figure out how to do it Thanks Jim read more