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. read more

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. read more

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 read more

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. read more

My husband and I purchased all our door and cabinet hardware at Russell Hardware for our new home. Our sales associate, Renee was extremely knowledgeable and a pleasure to work with. We are very satisfied! read more

To sum it up.. just overall poor service. I attached an email i sent to them which i never received any form of reply. June 6th 2012 my wife and I visited your store and purchased a Baldwin entry door handle, a dummy door handle a mortise lock and a door bell. The order was placed. When the order came in it seems 2 working door handles were ordered and one was sent back and the dummy one was ordered. Then we had to return to your store for a third time to pick up the now correct dummy handle. After it seems we are done I am getting calls that I have a balance and return to your store for a fourth time and no one has a clue how to figure out your billing system, so I leave again. After a hr or so I get a call saying it has been figured out and I owe a balance on the remaining piece I have on order......the problem I have nothing on order.... In the end I had to figure out how they screwed up the billing, paid all balances. I still have not received any response to my email. I recommend going to Home depot/Lows or just ordering on line.. The premium you pay for service here is not worth it. read more

It took me over 4 years to complete my bathroom. I ordered Herbeau bathroom fixtures and on the Herbeau website, the color looked like gold but the fixtures turned out to be bright green. So I received the bright green fixtures. Although it took over 4 years to finally complete the order, Russell Hardware did come through. I thought I would give them another chance. I ordered very expensive knobs and pulls (over $14,000). The order all went in at the same time. When I received the order, there were 15 handles that were Museum Gold instead of the Florentine Gold that I ordered. There was no glazing on the 15 handles. During a phone conversation with the Manager, Bill R., he agreed with me that they were the wrong color and then had them picked up and returned to RH by UPS (which took over 2 weeks to pick up the handles). After agreeing with me that they were the wrong handles,he then sent me an e-mail stating that the handles were an acceptable variation. He said that the Owner of Edgar Berberi stated that the gold sometimes fluctuated in color and that I am stuck with these wrong handles. Additionally, when I originally ordered the handles, i requested longer and gold screws for all of the drawers but did not receive them. To date, 2/27/18, I have not received a reply to my e-mail, nor have I received the longer screws, for the drawers that I requested. I ordered these handles and the longer screws 8/30/17. DO NOT SHOP AT RUSSELL HARDWARE OR YOU WILL BE SORRY! read more

The store manger sold me a door handle set that did not fit my entry door and when I asked him to help resolve the issue he told me "to take owner ship and accept the fact that I had purchased a $2000 door handle that can not be used" Very unprofessional. I would not recommend anyone to shop here. read more

Horrible service and experience. After 12+ months and $12k+ in orders for the renovation my wife and I had undergone, I had Bill Ratfcliff launch into a verbal tirade when I made my 3rd or 4th trip to the store to return hardware and correct mistakes in orders that he and his colleagues had made. He told me the only person who could help me was on vacation and as the customer I would have to wait until his colleague returned from vaca whenever that was (...really?). Bill then began screaming "how would I like it if he (Bill) called me while I was on vacation with a work related question"? Was a weird question to scream at a customer, particularly as I don't work for RHC, and it was an embarrassing scene for everyone. It was a late Friday afternoon though, and perhaps he'd begun Happy Hour a little earlier in the day than usual. Regardless it was incredibly uncomfortable and I know from the faces of the other RHC staff they were as uncomfortable as I was. It was a shameful performance, and certainly nothing like I've ever seen from a store employee anywhere before. Will certainly not be returning. read more

This business carries a nice line of products but so do other stores, their CUSTOMER SERVICE IS TERRIBLE. I ordered my house numbers, mail slot and hardware for my front door on 6/3/20. I was initially told my order would take approximately 3 weeks. After several phone calls and many excuses, ie; our system is down, I was told part of my order would be in the following week and the balance in 12 weeks. When i went in person the delivery dates changed once again...No one from Russell bothered to call us about the delay. I understand we are dealing with a pandemic but for me to be yelled at when i asked if my order could be expedited is uncalled for. Once they take your money they don't care one bit about the customer. DO NOT PATRONIZE THIS BUSINESS! I work in Purchasing and I know items can be expedited, all it takes is a polite phone call, did they do this? NO! Did they offer to refund part of my order? NO! They are obviously not in the business of servicing the custormer read more

Worked with Bill Ratcliff and he was awesome. Provided really great service... I bought 61 pulls/knobs for our kitchen remodel. He patiently helped me find a high quality product (Alno - all brass) with a very good price. I visited the store twice and he gave me well over 2 hours of time reviewing options (styles, colors, pricing) all with honest feedback that helped me make the right decision. While in store, I noticed several others coming in and also getting prompt service as well. These folks are great and I highly recommend them. Feels great to support the local store! read more

Have used them on two homes that we built ad were very satisfied with the service they provided and the products they sell. Staff are extremely knowledgeable, friendly and personable. read more

A delightful team to work with and very knowledgeable. From hardware to bathrooms to kitchen faucets, they are the place to shop.

Worst customer service. Zero professionalism. Only interested in large purchases, so don't bother coming in for something simple. Once you've signed on the dotted line and given them your money, you become a 3rd class customer. read more

If you shop here be prepared for awful service. Company delivered wrong product and then said it was my fault for taking it home. When I found out it was incorrect, I contacted them immediately. Many calls went unreturned. Poor! read more

Horrible service. Sales person ordered TOO MANY WRONG items. NOT OUR FAULT. She was very "ditzy". Now Russell Hardware WILL NOT REFUND OUR MONEY FOR THOSE EXTRA ITEMS. Spent several 10's of thousands of dollars at Russell Hardware. We just completed building a house, so things were ordered well in advance. Now, they won't take ANY extra items back. They said "It's been over 2 years." While the manager was so helpful and nice, he did the best he could, but his hands were tied. His boss (the owner or president - Jack H. McBride) would not allow us to return the extra items. Duh! Welcome to the world of custom homes (ours took 3 years to complete). Of course some things were ordered a long time ago before being installed. We are out several hundred dollars. Madder than hell. After much fussing with Russell Hardware, my husband finally got a small amount of $ off our address sign, but not enough $ to cover our loss. They lose stuff and tell you it is not there. You have to stay on your salesperson to find out if items from your order are in, if they ever do respond to your email. Be prepared to wait a long time at the counter. Instead, SHOP ONLINE and save time, money, and headaches. Many online items can be returned and are less expensive and sometimes there is a better selection, plus it comes to your home instead of going to Russell Hardware. BUYER BEWARE!!! DO NOT USE RUSSELL HARDWARE. They now have almost all "1 star reviews" on YELP. I will REMOVE this review only if they REFUND ALL OF OUR MONEY. read more

Horrible experience.......order placed in November for handles for cabinets......half order came in in about 10 weeks...we wait and wait...for the rest...I call told it is in...by the way no one ever called me to tell me order was in which they said they would.....I go to pick it up....wrong order had been placed...told it was the fault of salesman...put wrong order in...told they would call company right away ...we wait another month...do not hear from them..my husband and I stop in to see what the problem is after he talks to our salesman who says he will talk to the manager about taking giving us the display......we r told that one came in....now mind you there were only two handles in the order...my husband asks to talk to manager who is sitting right there ignoring us...he denies that the salesman talked to him about giving us the display...so we say now u just have to give us one of the handles on display so u still have one for people to see...and when the new one comes in just replace it...he actually was rude to us and dismissive....and then turned away from us ...we got our money back.....I would NEVER walk in that store again....the left hand doesn't know what the right hand is doing and the manager couldn't have cared less..I've shopped there for YEARS...but never ever again...too many other places.. read more

Overpriced merchandise and a haughty atmosphere. Why bother when better spots are nearby with friendly staff and a warm, welcoming feel.