Russell Hardware Shopping Guide

Russell Hardware: A Shopper’s Perspective

Why You Should Visit

Exceptional Product Selection: You’ll find a huge variety of cabinet knobs, pulls, and other kitchen and bath hardware. The store also boasts an excellent selection of high-end door hardware (including Alno and Baldwin brands), plumbing parts, and unique, hard-to-find items. They even carry mortise locks, although replacement parts for very old ones might be difficult to source.
Knowledgeable and Helpful Staff (with caveats): Many shoppers rave about the staff’s expertise. Renee, Brian, and Bill have all been specifically praised for their helpfulness, product knowledge, and ability to offer great recommendations, even going above and beyond to help with design choices and troubleshooting installation issues. Nicole also received positive feedback for her assistance.
High-End, Upscale Atmosphere: The store is described as an “upscale old-style hardware store” with excellent displays.
Fast Shipping: In one instance, ordered knobs and pulls arrived within two days.

Inconsistent Customer Service: While some staff members provide outstanding service, others have been described as unhelpful, unenthusiastic, and even dismissive. Several accounts detail long waits for assistance, rude interactions, and a lack of responsiveness to customer inquiries. One shopper waited several minutes without being acknowledged by multiple employees, and another received unhelpful suggestions and a poor attitude when seeking replacement parts.
Pricing Concerns: The store’s prices are noted as being “a bit high,” particularly for common items. Be aware that quotes can change significantly; one shopper was quoted a price for half sets of door levers, then faced an additional $1,500 charge for the full sets they actually needed.
Communication Issues: A shopper who was placing a large, expensive order for a new build never received a return phone call or email after requesting a quote. Another was told that an item was available but never received a call back regarding pricing and availability.
Potential Refund Issues: One shopper reported difficulties obtaining a refund for a custom door handle that arrived incorrectly, facing aggressive communication from the manager.