Orchard Supply Hardware (OSH)

I've been going to OSH since 1980 and have been a member of the rewards program since January of 2012. In that whole time I've redeemed maybe two "rewards." The reason? OSH deletes your rewards if you don't use them within a specified time! If you go into Sears or Office Depot and give your telephone number they say "You have an $x. Xx reward accumulated. Do you want to use it?" Orchard NEVER does that. So if you miss the email from them, the reward is gone. It p***es you off. This can't possibly be a motivator of sales. It's more of a disincentive program than rewards program.

My rewards never seem to amount to anything. Its really annoying considering that every transaction I'm asked to give the information to the cashier which takes quite a while.

Suggestion: Instead of rewards just give consistently great values. Also that greeter at the front door is a really great service; hope that will continue. This separates you from Home Depot and even Central Valley here in Napa, CA where the employees flee from any inquiry. Yet Wal-Mart still has the greeter and good prices. Your return policy and checkout process are better. The check out process would be twice as fast if you dump the rewards program.

OSH doesn't know what it is. It has become so boutiquey that finding some real hardware items is often quite iffy. No more building materials like lumber and bricks, at least in our local store. Nice displays of pretty patio and garden items, but that is not "Supply Hardware." Prices are average, certainly not bargain. They have a rewards program, but I've not figured out what it is about--I've never got any discounts. The plants seem OK, but there is no staff to advise one and going to a dedicated nursery is a far better choice for the dedicated gardener. They do have lots of things like bug killers and cleaning products. Also lights and bulbs, but the prices seem high. Locally our choice is between OSH and Home Depot. I long for the old-fashioned hardware store.

I bought patio furniture from OSH a little over a year ago... every single chair has broken around the welds, and is now unusable. Went to the store to see what can be done, and got the run around. They could not fine my transaction, they woud only credit me the lowest sales discount amount, bring in my chairs first, only to get no resolution to my issue.

OSH patio furniture is sub=standard, to say the least. I got nothing from them to resolve my issue. I would thin that patio furniture should last more than a year, but apparently not if you buy from OSH.

I have decided to purchase only from Home Depot from now on, as they have always stood behind their product. Since this dealing with OSH over the chairs, I have decided to only buy from Lowes or Home Depot.

OSH had no interest in trying to resolve my issue with sub-standard products that they sell.

Do not buy appliances, patio furniture, or any high end item from them... they do not stand behind their products, even if defective.

What is the purpose of a Rewards Program when the personnel are uneducated on the mechanics of redeeming points? I was told the rewards will always roll over and now I am told that I have lost points. Why is the consumer obligated to take time to constantly check online for rewards. I would suggest that OSH find a more sophisticated method of rewarding their Club OSH members. Presently it seems the company is banking on the fact that they have made it too difficult.
Train your checkers on the truth of the Club Rewards procedures when they sign up. Easy to enroll and VERY difficult to be reward.

I recently purchased a BBQ from OSH. Service was great, very friendly. The BBQ was supposed to be assembled and available for me to pick up the following week. There was a small problem and assembler was not scheduled to come in, so a week later it was still not ready. After I contacted OSH they were very quick with a reply. Katie was very helpful and apologetic and got right on it. Without me asking she said they would have it assembled and deliver it for free, because of the mixup and inconvenience. Wow. I then got a call from Victoria again apologizing and asking when would be convenient for them to deliver. My BBQ was delivered the following day. Mistakes happen, but it is how the situation is resolved that matters. I was very pleased with OSH customer service and resolution to a mistake