City Mill - Honolulu

J L a month ago

As of March 15th City Mill no longer accepts returns without a receipt even when paying with a credit card. Isn't this the second quarter of the millennia??? Enjoy your descent into obsolescence.

Erik 8 months ago

I’ve been a loyal City Mill customer since 2000, always choosing to support a locally owned and operated business over big-box stores like Home Depot or Lowe’s. I’ve made it a point to check with City Mill first before going anywhere else — that is, until my most recent experience. On my last visit, I needed to have two keys made — one house key and one motorcycle key (with my own blank) — as well as purchase some lumber and two saw blades for my circular and miter saws. The store was quiet, with only one other customer at the key counter, so I patiently waited my turn. When it was finally my turn, the older gentleman assisting customers at the key counter — who appeared to be in his late 70s — greeted me with no smile, no warmth, and a clear attitude of annoyance. I placed my keys on the counter, and he immediately picked up the blank motorcycle key, saying he couldn’t make a copy and that I “might as well throw it away.” I thought he was joking, but he slammed the key down on the counter and said, “How do you think this company makes money? Do you think we make money taking your blank and making copies?” At that point, it became clear he was serious and extremely rude. As a former business owner of nearly 20 years, I would never have allowed anyone representing my company to treat a customer that way. I told him I’d take my business elsewhere, and he dismissively waved his hands and said, “Go right ahead,” as if I were the problem. Still in disbelief, I spoke with the manager to share what had just happened — but unfortunately, she was less than helpful and offered no meaningful resolution or apology. After years of supporting City Mill, this experience completely changed my opinion of the company. I’ve decided I will no longer shop there and will instead take all my business to Home Depot or Lowe’s from now on. This was a one-star experience from start to finish — rude service, poor attitude, and no accountability from management.

Paradise Walker 4 years ago

Wow. I was so impressed by this small great store! Great variety of the products and staffs were friendly and kind!

Howie James 7 months ago

Will never shop here again. Bought a simple hose, was the wrong size, went to return it "with the receipt" and they demanded my ID.... said they cant do a return without ID even though I have recipe for an unopened item.

Greg Martin (SailWithGreg) a year ago

I used to love shopping at City Mill. They used to have great customer service but their customer service noticeably took a major nose dive when they started their bag check policy. I posted a more detailed explanation on Yelp, but basically, City Mill staff now doesn’t walk around the store as much being helpful (and deterring theft) because instead they treat customers like a potential thief, creating friction, animosity and distrust with customers as soon as they walk in. I’m not in middle school anymore, I used to spend lots of money at City Mill, now I hope their loss prevention tactics outweigh the lost sales to Lowe’s and Home Depot. I’d really love to support a local company but these two mainland companies have customer service figured out and they treat you like an adult.