Customer service is very important in a smaller town. I called prior to going to pick up paint. No mention they don't do paint a closing time. I arrive at store 20 min before closing. Wait in line and was told they can't make paint. Your going out of business what do you mean. It take 5 minutes to mix paint. Store bye read more

Normally, I'll go to Home Depot to have keys made. However, during this COVID- 19 time, you have to wait in a very long line just to enter. Other hardware stores are closed. When I called Saunders to see if they would make keys, the man told me to call him from right outside the store. In front of Saunders Hardware, there were several tables blocking the store's entrance. Of course, that was a smart safety measure social distancing. After my telephone call, the man came out and took my key to make copies. He said it would be about seven minutes. Anyway, not even two minutes later, he called to take my credit card number over the phone. Not even a minute later, he came out with the copies of the keys. He told me to try the keys out as soon as I got home. Anyway, the keys fit perfectly. I was very happy to resolve one issue, particularly during this crazy time. Thank you Saunders Hardware! read more

I have been here a couple of times and the staff has been very helpful. The prices are a little high than the main stores but I bought two items that I needed immediately. read more

I was outside their obviously opened store Said to callnumber for curbside Pickup Mailbox full I tapped on window Guy angrily came put said CALL THE NUMBER Wouldn't let me talk After asking him for 10 seconds I explained mailbox is fill Said I had to keep trying Slammed door shut Very rude read more

Went here because American Royal Hardware in Watchung Plaza was closed. I should have waited or just went to Home Depot. Rude guy helped me with paint, I guess I was a bother interrupting his coffee. Could barely hear him speak- more like grunts. He shuffled along, no eye contact, no offer to help with anything else when I was lost in the brushes-- nothing. Unbelievably unhelpful and just rude. Again, I compare this to American Royal Hardware, where they smile, offer to help, ask you questions about your project- serving the customer. Wife reminded me that I swore off this place years ago because of the same kinda treatment. Unfortunately, nothing has changed. Don't waste your time with this place- got to American Royal Hardware or Home Depot. I try to shop local, but if my choice is a big box store or this place-- I'll take the big box store anyday. read more

Hardware stores are where you go for service, advice, and hardware. Always were and still are. As time passes, so do small businesses. United Hardware in Bloomfield ... gone. Fortunately Saunders Hardware is still there. So, over two decades ago I went there, and continue through today. While checking their hours on line, I noticed the Yelp listing. Realizing I have never Yelped my feelings, I opened the reviews. Holy flying sparrows! What! Reading negative reviews, I checked to see if I was on the correct page. I continued on my shopping mission to Saunders. In the door, ok, everything seems the same. First person I see, busy, but greets me anyhow. OK, After getting the items that I knew the location of, I made eye contact with an employee, who immediately asked if he could help. I received quick and accurate directions to the next item on the list. Ok. Question at checkout: received directions to the last item on the list. The world had not changed, Saunders was still Saunders. A real Hardware Store filled with toys and people who know hardware. Service, Advice and Hardware. I have to know more. I speak to the MD (Manager of the Day). He and other employees are aware of the negative reviews. They do not know details about, nor can they understand, the severe negative reviews. It just isn't how they perform. Nor can I. Hundreds of trips to Saunders to purchase all the various hardware items necessary to owning a home. Countless bits of good advice, help in finding the "what do you call that?" item. Price? I really don't care, I need something and they have something and I don't have to hunt for it, and they are interested in helping. Go to Saunders. See for yourself. Come back here and tell us about it. So many thousands of us go there and never Yelp the wonderful hardware store we use. I feel better now. read more

If you've been a resident of Montclair for any period of time you probably know by now that Saunders Hardware is a terrible place. I assume their business is sustained via foot traffic at their primo Valley Road location, because it certainly isn't a result of return shoppers coming in for the excellent selection and service. The staff is generally unpleasant and visibly annoyed with its customers, and although I've never comparison shopped with other local independent hardware stores I always feel overcharged for what I'm buying. But sometimes you have to go there, right? Sometimes it's late and other, better hardware stores are closed, but you see on Yelp that they are open until 5:30. And you've walked past the store and seen the signs in the window that clearly display their hours as open until 5:30. And you'll think to yourself "Well, I only need one quick thing, I can run in and out. If I get there by 5:15 that will be enough." You'll think that, but you'd be wrong. You'll get there at 5:15 and the doors will be locked. You'll double-check the posted hours in the window, convinced you had read them wrong, but they'll still say 5:30, glowing in red LED lights. You'll be joined by others on the sidewalk who had the same thought as you, too. And someone may eventually come to the door to let another customer out who managed to get there before the double-secret mystery closing time, and gruffly bellow "We're closed!" at you while shooting you an irritated look. You'll glance at your watch, which now says 5:18, while someone behind you calls out, "but I just need to get a tape measure!" but he will greeted with the loud click of the locking door. Again, long-time Montclair residents know Saunders Hardware sucks, and know to avoid it. But in those moments when you think to yourself, "well, I just need something quick, in and out" and feel like maybe you just have to go there, think twice. You don't. You don't have to go there. It won't do you any good anyway. It will just aggravate you yet again, and remind you that it's worth cancelling that work meeting and sneaking out early to give your business to a different, legitimate local hardware store that is helpful and respects customer, that can help you find what you need in a way that wants you to come back, and is, you know, open when it says it is. In other words, not assholes. read more

Saunders is a run-of-the-mill, independently-owned hardware store on Valley Road in Upper Montclair. It's the kind of business you go out of your way to shop at even though Home Depot is relatively close and has a better selection of many items. I've come here several times before, completely without incident, to get paint, bbq supplies, hardware, etc. I came to Saunders the other day to get a bag of salt for an upcoming snowstorm. There were several varieties and I had some questions that I was hoping the shopkeeper could help me answer. I was the only person in the store and didn't think I was inconveniencing anyone. I was unprepared for the level of rudeness I received when asking him what ingredient was in the "pet friendly" salt. He told me it was "fox urine" and when I asked him to clarify, he rudely told me to read the bag if I wanted to know. The other person working at the store was completely silent and I asked him if this was an ok way to treat customers. He shrugged his shoulders and told me that other guy was his boss. At this point, I just wanted to get the salt and leave. I went to pay with Amex, which they didn't accept, and the shopkeeper told me I still had the chance to leave and go somewhere else. We exchanged more unpleasantries and I left knowing for certain that I will never come back. To add insult to injury, I checked my bank account this morning and he charged me twice for the bag of the salt. Now I'll have to call the bank to sort this out. This was, without a doubt, the worst experience I've ever had shopping at a Mom & Pop store. For anyone who wants to see independent businesses do well, this owner isn't worthy of your support. Go to American Royal down the road where you won't be treated with contempt for giving them your business. read more

There was an issue with a part from a Weber grill that I bought, and when I called to let them know, they basically said--in a tone that was quite condescending--that it wasn't their problem and that I should contact the manufacturer. Will not shop there again. read more

I got all of my paint from my house there, great local spot and the men that work there are kind and knowledgeable. Happy this place is close! read more

I went on sunday august 4th to get new gas for my grill cause i thought it ran out. the guy was rude and was getting annoyed because I had my bag on the counter while I looked for my wallet. he started moving stuff away frantically. I asked him if the tank was empty because I suspected my grill wasnt working. he looked at me like i had three heads and mumbled that it felt empty. Turns out my grill needed fixing and tank was probably not empty. I will never go back, service has been awful since Dan left. This guy should not be working with people. Thus is the second time I found him rude and when my daughter went for batteries she came home to tell me she was followed around. I love to give to mom and pop shops so I will be giving to the Hardware on Watching from now on. GRUMP! read more

Would like to put zero stars for customer service for paint but couldn't. Bought paint based on sample made at store - spent $200 fir paint that came out a different shade/color. Instead of trying to help to get to the right color they kept telling me the paint colors were the same - though clearly not! Made me think I was crazy. Went to ACE hardware which confirmed different colored and made me correct color - had to spend additional $200. Called owner said to come in - so thought he would help resolve with store or Benjamin Moore but instead said nothing he could do. I have sissy's bought my paint here without issue and understand issue happen but how they are handled is telling read more

Never will go back to this hardware store and do not recommend this place to my worst enemy. I couldn't agree more with all the bad and negative reviews about Saunders Hardware in Montclair. I will NEVER go back here again and I leave around the block. The owner is extremely rude and obnoxious. There is another hardware store in Montclair called American hardware which has everything and all the people that work there are extremely nice and go out of there way to help. Even if I had to but the simplest item, I would be willing to drive to the nearest Home Depot if the other Hardware store is closed. read more

Shouldn't even be able to give them a 1 star. Worst business I've ever worked for and looking back I feel horrible for the way customers were treated. Owner Tom is callous and doesn't care for people so I wonder why he is in the customer service business. Please, do not come here. Rather spend your money at American royal or HD. read more

Would you like to feel really awkward about making a perfectly legitimate return within the weirdly short seven day return policy of a store?? Then please make a purchase/return to Saunders, your (un)friendly neighborhood hardware store. The saddest part about this experience is that it was the manager who made me feel this way. As a matter of fact, the kids they have working here are very pleasant. The manager, on the other hand made me feel like a criminal and didn't utter a single word after handing me the return receipt. Everyone wants to blame Home Depot for the demise of the mom and pop hardware stores but what it really comes down to here is a rude and disrespectful person. read more

great local store for the bits and bobs for your old house, tools in a pinch, small things that take an hour to find at HD, etc. has saved me countless hours and frustration going to HD outside the 'clair bubble. always helpful and ask me if i need help every time i walk in. based on comments seems like they need a new paint guy! - but an hour plus back and forth to HD and a little compassion seems an even trade for a little surliness. read more

Please don't use Saunders Hardware, the owner and everyone working in the store has attitude. I was the at store today, after walking and asking for part. I was told to leave store and call, but I didn't have phone with me. I was already in store from the rear entrance and asked my part and they said will not give the part to call, I explained to them, I didn't have my phone. So instead them helping, they told to shop at American Royal, I will never go back in to this store and the prices are ridiculous. read more

Just like most people in the area I try my hardest to avoid the big box stores and shop local. I was so excited when my husband found this hardware store and they carried Benjamin Moore! The excitement lasted about 3 visits. It makes me sad to have to agree with other reviewers in regards to the terrible service. The attitude I have received in trying to make a purchase blows my mind. Although not all staff is rude, that one bad egg truly ruins the bunch. I hope a major attitude adjustment can be made but, I can no longer support a business that does not care about their customers. read more

Went there to purchase some paint but they told me after 4:30 you can't buy paint from them. Interesting that a store is not offering all the items until closing time. Will not bother them in the future... read more

They're always VERY helpful. Happy to take the time to explain to me exactly how I need to do something and to help me find the right materials. read more

Customer experience is so bad that it's almost funny. The old guy was annoyed that I had questions or didn't seem to know what I was talking about. He even said I should just look it up on YouTube. While I was there they asked another customer to exit the store because he "came in through the wrong door" (it had a sign that the customer had not seen) and come back in through the "right" door. It's hard to understand how these guys are even still in business. Last time I went there for sure. I never write reviews but really had to share this. read more

saunders is a short walk to town for me, and my go-to choice for basic hardware items and grilling supplies. i don't understand the negative reviews. always have had good experiences on the few dozen i've shopped here. helpful staff who've been honest about whether items they may not have in stock are available somewhere else. i recommend. read more

Excellent service and product availability. Always have good advice!

I can't remember the last time I was so rudely spoken to like the way I was just treated at Saunders Hardware. I just rushed back to the store to buy a 2nd gallon of $65 Benjamin Moore paint--the first I had bought just hours before. I was asked if I would like to join the rewards program. I said I didn't know there was a rewards program and asked what the discount was. It's 10%, which makes a difference on a $130 total. I asked if we could apply it to the gallon I had bought earlier since it was the same day and no one asked me if I wanted to join at the time. Now, I understand a small business needs to make ends meet, but it was the manner in which the clerk responded to me that was so brusque and unkind. He flatly responded, "no". And when I asked why, he snapped, "you should just be happy I let you have it on this one." I will not be returning and suggest others try someplace else. read more

I've lived in Montclair for 25 years and make great attempts to visit local establishments. I went so far as to be willing to pay a premium for certain items to keep to my "buy local" mindset. On a few occasions over the years, I've seen other customers in a dispute with the manager. On those occasions, I'd walked away thinking that the manager/owner was less than cordial in handling the dispute and yet, I'd not personally had any issues. That is until today. Make no mistake about it, the manager is just mean and spiteful. This argument was about the dreaded $10 minimum for using a credit card. Keep in mind that I didn't intentionally ignore this minimum. In fact, 1 hour earlier, my wife made a purchase at the store for about $45. My issue was I needed to purchase a few light bulbs and a few keys that my wife forgot to purchase. The clerk grabbed the light bulbs for me and made the keys. Because of this, I wasn't even aware of the total. Yet the total came out to a tad more than $1 below the minimum. I can't accurately put into words the nasty attitude the manager gave me while he refused to accept payment. Essentially saying that he'd rather toss the keys into the garbage and forgo additional business from a 25 year customer than accept a credit card payment for a purchase 10% below their minimum. But the real clincher was the rude manner in which he flaunted his refusal. Policies are guidelines that generally should be followed. Yet, when those policies conflict with what would seem to be a common sense business decision, the decent entrepreneur makes the right decision. And I can't see in what world flaunting the willingness to toss $4 in keys to the garbage and losing a customer would ever trump easing a charge policy to allow a charge $1 under their minimum. If you're in Upper Montclair and need hardware, skip this place and go to American Royal Hardware on Park Street at Watchung Plaza which is a mere 1/3 of a mile away. read more

Always have what I need, and helpful finding it in an old-fashioned maze of a hardware store. Highly recommend the experience!

Brought a quart of stock (not-custom) paint back the day after a purchase, never opened, and only grudgingly did they agree to refund. She points to a TINY (mice-type) sign over counter that says no returns on paints, even on stock color paints. Price of Benjamin Moore paint here is outrageous, especially disappointing since Mr. Moore once lived three blocks away, on Upper Mountain. Not the Saunders I grew up with! read more

I grew up with this Hardware store. I've seen it through many transitions. They're hardly ever without what I need and in middle school when I couldn't for the life of me hold onto my house keys, Saunders was always there to make me a new pair. I live in a very convenient area of town, and this little shop is definitely a part of that. read more

I like Saunders for the reason that I can get glass custom cut for picture frames here any size but it's expensive here to get the glass cut. I've since found a cheaper place to have glass for pictures cut. read more

Awful service. Literally could not have been any less helpful. I'll never spend my money in this store.

Excellent customer service! They even helped us carry out our grill to the car!

Very helpful as you would imagine any local hardware store to be. What I highly recommend is that when you're looking for a Weber grill, check them out. They had a full selection of every color and type that I was looking at. They'll immediately build it, deliver it (next day in my case) and take away your old grill and are professional throughout. Great store(s)! read more

This place is angry when customers arrive! The guy couldn't have made me feel more unwelcome....amazed that they are still open!!! Needless to say we found another store. Wonder if they'll be any happier as they get fewer customers read more

My other local hardware store was closed so I thought I would try Saunders as opposed to going the big box store. Wow! Rude beyond words. It was shocking to be treated with open hostility when I asked if they carried replacement parts for my weed trimmer. My only thought is, maybe they are going out of business and they just don't care anymore. I will not be back. read more

The fact that this door remains in business continues to amaze me. I have never had such disrespectful experiences in a retail store. The prices are high and the attitude is unpleasant. My goal is to never shop there again read more

Regrettably, I have to echo the responses below. I try to support Main Street. Particularly with a hardware store, you look for more than simply the item you're shopping for, you want practical advice and referrals for local tradespeople as well. Ideally they should be a part of the community. However Saunders is not. The service is indifferent and uninformed and often just plain rude. The other hardware store that serves the neighborhood is everything above that Saunders is not. read more

DO NOT GO TO THIS HARDWARE STORE! You've been warned! The worst customer service ever from the owner himself. And don't even think about using their grill "cleaning" service which is an absolute scam. read more

I went this store because it's local and I thought the customer service experience would be great. I spent almost $7,000 for custom wooden shutters. When the installation began the installer realized that one of the measurements for a window was incorrect. I noticed that one of the shutters open the wrong way. This wasn't a big deal for me initially as the installer explained that they would reorder additional shutters (this was mid September). Over the next 4 months and numerous emails and phone calls. I expected the store owner and not some teenage manager at the store to call me and explain what was taking so long (I got several different stores.) The final installation for the remaining 2 shutters did not occur until mid-January, 2015. As of this date I haven't talked to anyone at the store other than my initial call to speak with the owner. If you are going to be in the custom order installation business your customer service better be on point. Very disappointed!!!! read more

Very convenient! Huge inventory! Always surprised that they have what I need. Pretty expensive though (compared to Home Depot). Staff is hit or miss. Sometimes very helpful, sometimes clueless! Depends who you get to help you. read more

One would think that with the overwhelming competition from big box suppliers a neighborhood establishment like this would know that their best means to compete is customer service. Walking into the store at 5:25 and being met by someone who tries to sush me out the door by saying they are closed does not qualify. After my pleading that all i wanted to do was to pick up some paint chips he reluctantly let me proceed but emphasized "we have to be out of here at 5:30". I was not aware that business licenses in Montclair had such strict requirements for posted hours. Just as bad i was not offered any assistance and the same guy came back at 5:30 on the dot to make sure i was leaving. As i see others below have commented, just plain rude. read more