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Sonoma, CA

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Sonoma Garden Park

5.0 (9 reviews)
Closed • 7:00 am - 7:00 pm

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Friedmans Home Improvement- Sonoma

Friedmans Home Improvement- Sonoma

3.4(80 reviews)
1.0 mi
•$$

We live in Napa but we always drive to Friedman's for our home repair supplies. The employees are…read morevery helpful and friendly, and the quality of the merchandise is superior to other stores. In addition, the store is cleaner than some of the other large hardware stores.

I am so upset to just discover that calling our local store number no longer takes me to the store-…read morerather it takes me to a central answering service for all the stores. I've been struggling to order 3 bags of soil amendments- 2 of which were going to be brought over from another store- since 10/10, now 12 days ago. I've made multiple calls. I just spent another 20 minutes trying to ascertain if the items coming from the other store were actually here in my local ready for pickup yet, only to learn that I wasn't even talking to someone at my store who could walk over and see. Belatedly, I recognized the guy's voice as the first person who'd helped me when I called the other store that had what I wanted, which was when I said, "you're not at my local store, are you?" and learned you can no longer even call and talk to someone at your own local store, period! WTH? I and my significant other (a painting contractor) have been shopping at Freidman's for over 30 years and over 40 years, respectively, and I am so upset by this turn. It's beyond shameful. Trying to save some wait time or ease the burden on the folks at the store? But putting all this dysfunction and hassle on the shoulders of the customer is an epic fail. I was OK sitting there for 10 minutes waiting for the first rep to get back with the confirmation, thinking they were probably walking across the store to check, but finally hung up after 12 minutes. Calling back and learning I had never spoken to a person on the store floor or nursery and the call center reps are going strictly by computer and clearly not getting accurate info. Plus they sold or lost track of one of the 2 items from the other store I'd ordered, and paid for, so now if I'm lucky I might be getting only the one; (due to a day lag from ordering and the message getting to the store personnel during which time it might have been sold). Still waiting to hear back on this. The other item they did have locally I had never got confirmation it was ready for pickup- just said pending. So when I called about that I was told it was there but then the order had cancelled because it voided out after 7 days. So I reordered it via the phone rep and that too was canceled-- this time within 3-4 days. I've always really liked Freidman's and I wish, I hope they will re-think and ditch this awful failed new centralized call service. The staff are nice, doing their best within this but the service is an epic fail. I want to talk to someone on the floor when I call. PS So I just now got a call back. Turns out one of the two items I'd ordered was purchased by someone before the staff went to pull it- and because it was a partial fill, it then became two orders or something and was left pending because the computer doesn't know what happened to the MIA portion. So the customer is left in purgatory, making these frustrating inquiries. Also, after going round and round and complaining that I can't believe I can't reach a person, I learned I could ask to be transferred to the nursery itself. That was not readily volunteered (putting it mildly). I didn't try it because I've totally had it for today after over a half hour of aggravation. But I am told the one bag was finally delivered to the local store and ready for pick up. So we shall see! It'd better be there after I drive over there for it! It's a sad day today realizing the once small-town hardware/home improvement store we'd always shopped with has gone the way of big corporate models. Used to know names and faces of many people who worked there- that was part of the shopping experience that made it enjoyable.

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Friedmans Home Improvement- Sonoma
Friedmans Home Improvement- Sonoma - Poinsettia in November 2024

Poinsettia in November 2024

Friedmans Home Improvement- Sonoma - Front of store. Located at corner of Broadway and Napa Road

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Front of store. Located at corner of Broadway and Napa Road

Sonoma Garden Park - gardening - Updated October 2026

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