Fairfax Lumber & Hardware

I have been going to Fairfax Lumber for years and it’s just amazing how 90% of the staff is basically flat-​out rude. For a company owned place, this just makes me scratch my head. They have a great selection and they’re conveniently located but I purposely go elsewhere when i can due to the attitudes I receive from most of the employees.

Would really love to support local business but it’s such a crapshoot when going to this place. Some of the people there are extremely knowledgeable, friendly, and helpful in troubleshooting a problem; some of them are complete a** holes that will sigh and roll their eyes when you ask for assistance. As of today– I’ll spare the details– I’m pretty much done with them. They don’t have anything I can’t get at Corbett’s in Larkspur and Corbett’s is consistently a good experience.

I have been supporting my local hardware store for over 30 years now. It is so nice not to have to drive far away to get what you need right away. All staff has always been helpful and polite to me. They have most of what you need. Prices are higher than big chain stores, but I don’t mind if it is just a few bucks.
However, this morning I went to buy a simple quart of polyurethane to varnish a small wooden table, and there was only ONE choice, at the price of $ 25 a quart. What? No. I was shocked. So yes, I know you carry GOOD products that are environmentally good, and you cannot carry everything. But I am sorry, this was way out of my budget. So you made me go to You-​Know-​Where, where I found what I needed fro $ 10 less. Come on, Fairfax Lumber, your average customer is NOT that rich!

Beware — NO PUBLIC RESTROOMS.
If you are out shopping with a 4 yo… this is a major problem. Do the employees leave the premises to relieve themselves? Hm, hardly efficient… So there MUST be a toilet on the premises. «I’m sorry we don’t have a restroom» no matter accompanied by how «sympathetic» a face, is not sympathetic at all to say to a mom with a child that HAS to pee. Local, friendly? Nope. Never coming back. Restrooms are a basic civic amenity. I will drive to San Rafael and shop at more civilized hardware stores.

Don’t believe the nay sayers. This is a friendly, cool, down-​to-​earth family business. It’s in laid-​back Fairfax, not the gold coast of Connecticut. I’ve always had wonderful and helpful service. Plus they have competitive prices, great ecologically mindmerle ducts, and you don’t have to drive half way across the county to get there.

I wanted to like you since you are employee owned and you’re in my neighbor; however, after multiple disappointments (rude, unhelpful staff), I’m going elsewhere. The final straw was today when I called to confirm that you had a product. I was told «yes», by the woman who answered the phone. When I asked for the price she put me on hold for an eternity only to say, «no we don’t have it and we don’t stock it.» Thanks for saving me a trip and an apology would’ve been useful. On countless occasions I find myself wandering the store looking for help. One spiffy dressed dude (worker in his tight jeans and bangles) told me that what I described to him of what I needed was wrong. Well that’s why I’m asking for your assistance! You lost me and I don’t think you care. Why anyone supports them is beyond comprehension.

Best hardware store in Marin. Friendly, helpful and knowledgeable. Sure, they don’t have the space to have everything the big box stores carry, but they want to help. I sometimes order from
for store pickup of items not in stock. You can’t beat their service.

Fairfax lumber and hardware has the potential to be the ideal small town hardware store. It’s fairly small and its selection of product is good not to mention it’s right in front of the Away Station. But whenever I plan a trip there I sort of brace myself for the profound rudeness and/​or lethargy of the staff. Two visits come to mind; I had four keys made and none of them worked. When I returned to tell them that and get new ones made, they grudgingly ‘reground’ my keys without as much of it as an apology or explanation. Got home and none of those worked either. Another time I saw a lampshade, a used, rather dingy lampshade from the away station, displayed in the window and marked for sale for 8 dollars. First, a staffer rudely announced that items in the window are not for sale. I showed her the price tag that was clearly visible. When I got to the register another woman said she doubted it could really be eight dollars. I said I only know what I’m seeing on the tag. She called another employee in who looked at the tag and said yeah, sell it to her for eight dollars. The gal said, are you sure you want to sell it to her for only 8 dollars? This old, sort of bent lampshade ! I was astonished and asked whether there was some reason she didn’t want to sell the shade to me? She acted pissed that she was had to. An incredible encounter but I found on my repeat visits (it’s just down the street from my house) that the people there except for one super sweet guy in the paint department, are invariably sullen, rude, indifferent, suspicious or some combination thereof. If you go here be prepared for someone walking around and watching what you’re doing but not really asking if they can help you. That’s the style here. This does not apply to the guys in the back at the Away Station. Nice and helpful as can be. With all the competition in hardware stores to choose from I’m really surprised by such a lack of good customer service from this family owned establishment.

I’m not much on writing reviews, however I really felt compelled to write one in this instance. I just came from Ace Hardware in Fairfax (previously known as Fairfax Lumber & Hardware) and I’m still somewhat shocked by the treatment I received there. I was looking for some hardware and asked one of the store clerks, who was digging through a box for quite a while in the back (and there were no other sales clerks on the floor at that time), if I could please ask him a question. Without even glancing at me, he said «I’m in the middle of something.» That was it. I stood there for a another couple of seconds expecting him to maybe say something else, but no. I put down what I already had in my hands that I was going to purchase and walked out of the store. I know that retail is a tough job… I worked in retail myself for a lot of years. However, I can honestly say I never, ever would have told a CUSTOMER «I’m in the middle of something» if they wanted to ask me a question. I don’t want nor need to be coddled by sales clerks when I go into a store, but for chrissake… at least try to be polite. I live in Fairfax and am really disappointed to find that this is how our local hardware store is apparently now being run. I’ll never spend another cent in there. I’d rather give my money to a store whose employees at least pretend to give a crap.

Went there for years, they have this weird employee who does not work and just scurries around the store trying to eavesdrop on people. It was weird and uncomfortable to be spied on when I did shop there.

This is the last time I endeavor to shop locally! The last three times I attempted to purchase flowers they did not have what I wanted. Today I inquired to one of the four clerks standing idly by the cash register «where are the radios?» to which one clerk replied «by the stairs.» Unable to find it I inquired «can you be a little more specific?» To which the clerk responded «try the top shelf». Still unable to locate the radio I left in a huff never to return. REALLY! Goodbye local hardware store hello big box store.

REALLY? This place is employee owned? Then why are the people so rude and unhelpful? We live 3 blocks away and have been loyal to this store for 20 years due to its proximity, but no more. We will drive to San Rafael from now on for our hardware needs.

Service has been super helpful and friendly lately! Love the convenience of the garden center and selection of fun seasonal items! They have a little if everything and the rewards program is worth signing up for! I get 10 dollars off coupons all the time!

Love fairfax Lumber, eco products and very friendly staff I nearly always have a great conversation every-​time I go there, laughing and all. You do need to walk past the front desk and into the store to get service though. near the lumber desk or key making station. also the away station can be a fun adventure:)

I just sent my husband there to buy a drill bit. We live two blocks away and I called to confirm that they had the part we needed, the woman on the phone said «yes, we have it, but we are closing in ten minutes,» I said «he’ll be there in less than 2.» True to my word, he got there at 3:52pm and was turned away at the door — for 1 part that would have been a 1 minute transaction. There were still people in the store ringing up. For this subpar customer service (the woman on the phone actually hung up without a «see you soon» or even «goodbye» after I said he’d be there in two minutes), Fairfax Lumber has lost what would have been a lot more business from our family (we just bought a fixer in the area). I am all for supporting local businesses, but I will not support subpar customer service.

So the service is getting consistently a little better. I’m in there a lot in the winter buying bear bricks and they get an extra star for stocking those cleaner burning firewood alternatives. Some of the staff still comatose but whatever. No incidents pissed me off in some time so I’m upgrading to 4 stars. Merry Christmas. ;-)

Some stores are good for what they are good for and I have found this place good for just about everything. I go here for advise and wind up purchasing what is suggested and as of yet I have not been disappointed. They have a good selection of the basics and I would rather give them my business then giving it to a big orange one.

I was standing in a line just trying to spend a dollar for two longer screws.
The checkout clerk turned into a pop up ad for every customer in front of me.
I heard her tell every customer in front of me about «ACE» rewards. She ranted about the benefits that they would receive.
Email offers, discount cards, senior discounts.
She went on to tell her captive audience about the $money$ she had saved since giving her information to a questionnaire.
Blah, blah, blah…
Let me see if I have this right, there are now retail clerks doing commercial ad promotions (while you are standing in line) at your local Ace hardware stores.
Oh, btw, this was not at Fairfax Lumber and Hardware in Fairfax, California, 94 930
I thanked her for stealing my time!
I spent twenty minutes buying two screws for a buck.
Shush…I know there’s a joke in there somewhere!!!
Thomas,
40 year customer of Fairfax Lumber. I have walked out of the store without buying anything more that I have into and bought something.
As a contractor I won’t take the chance. I will drive further as to save time and money.
Thomas has been an electrical contractor for 29 years. Thomas has been awarded the «Angie’s List» super service award for the last two years.
When Thomas received his California state contractors license, Angie was in diapers!

Fairfax Lumber & Hardware is a incredible resource in the North Bay.
My husband and I come here probably twice a year– but when we do, the service and the knowledge shared by the staff here really helps you get on track with your projects. We went here just yesterday to build a Earthquake kit– and upon asking the staff here for help locating certain supplies– they helped us narrow down and prioritize the most crucial items needed in case of emergency situation. We weren’t being up-​sold on anything, we weren’t being told to buy anything outside of our list– we were given great, real-​life experience about how to plan best.
The selection of items is great with low-​cost to high quality once-​in-​a-​lifetime purchase options available. Also, they even have a repurposed/​recycled tool section for those looking for clamps, wrenches, etc…
Stop giving your money to the big-​box retailers that lack service and knowledge– the money you «save» is truly wasted in the frustration it takes to navigate the giant space. Fairfax Lumber & Hardware have everything you need and then some.

There are many hardware stores more convenient than this one is to me, but I pass them all for Fairfax Lumber & Hardware.
I can’t be in the store for five minutes without one of the helpful employees asking me if I’m finding everything I need & it is not in an annoying way or clearly out of obligation. All the staff are so friendly & knowledgeable. I’m sure it has something to do with them being 100% employee owned.
I initially came here when I was on the hunt for no-​voc or zero voc paint. (If you aren’t familiar, it’s paint with no volatile organic compounds & even a pregnant woman can paint with it.) I love that I can paint for hours at a time with all my windows closed & not feel ill or asphyxiate myself. This is really the only hardware store I’ve visited since my paint buying experience & that was years ago. This is a one stop shop on a much better scale than Home Depot.
The layout here makes sense & aisles are clearly marked. Nobody will send you on a wild goose chase. The plants in the nursery section are beautiful, the tools all look handy & the selection of earth-​friendly products is very impressive. I’ve never really met a hardware store I haven’t liked, but I really like this one best — even though they don’t take American Express (minus one star).