HORRENDOUS CUSTOMER SERVICE AND QUALITY OF PRODUCTS They deliver you really bad quality product, then treat you so badly when you complain that you just end up giving up - that's one way to make money but I am never ordering anything from Mitre10 Mona Vale ever again. Ordered over $300 worth of plywood sheets on Mon with a friendly guy to be delivered today, Wed. We were on a really tight schedule due to an upcoming move on Thu, so when I heard nothing by the late afternoon I was going to drive to Mitre10 Avalon to enquire & realised that the plywood had been dumped in our carport, not fully undercover during the day. Never had a delivery where the delivery driver did not even have the decency to knock on the door, thankfully it did not rain. We carried the sheets to the house only to realize that one had dents, clearly damaged during delivery and one other even had parts of one layer missing & what looked like water damage. Called Mitre10, the lady was busy but promised to call me back in 5 mins. 25 mins later still no call so I called again as I needed this sorted. Was passed through to an extremely rude guy, who told me that the person who took my order does not work there anymore and a whole lot of other personal, performance management details of that person that, I as a customer, really should not be told about. Given we needed the sheet urgently my ask was to deliver a new one the next morning and take the damaged one away, which I thought was perfectly reasonable. All I got was a rude response on that the store is closing in 25 mins, that he can't find my order in the system and because of that he wanted to pick up the sheet tomorrow then drive it to Mona Vale, assess the damage, investigate why this happened and then redeliver sometime later in the week (!?). It was also explained to me that will only happen if the damage is real damage, as he clearly did not trust my female judgement, explaining to me in a condescending way that Plywood sheets are not perfect and can have knot holes. Understand that, but did not realize that dents from transport & missing sections are part of the deal? So I offered to email a photo of the damage and the invoice with the order to speed up the process. The only response I got was that "You can email the order to whoever you want but that's not going to change the outcome". At that point I was obviously quite upset as I was treated like sh** for something which was clearly their fault, so I asked to speak to the Manager. I was informed that I was already speaking to the Manger and that his way is the only way on how this will be solved and if I don't like it then so be it, this is a take it or leave it "offer" and that he is busy so I better decide quickly. I was so perplex, I could not even believe it and after I responded that I am not a happy customer, he just hung the phone up on me without another word. Appreciate that hardware stores have never done more business since COVID, but guess what, treating your customers like a nuisance, getting them involved in your HR problems and being so incompetent to not even find an order in your own system and making it my problem, is utterly unprofessional. EDIT POST BUSINESS RESPONSE: The response from Mitre10 Mona Vale shows how customers are treated there. Other customers in other reviews have already mentioned that accusing a customer of lying is common practice there, here it was even done in writing on a public forum. I have absolutely nothing to gain by presenting untrue facts commonly known as lying. I even mentioned in my review above [review was not edited] that my ask was to deliver the sheet in the morning, which is common sense. Apologies if I misunderstood that the sales guy had left for the day and not forever. That mistake was easy to make after the long rant about how useless he was, that he could never do anything right and your relief that he is gone. Pick up of the damaged sheet happened after lunch just before we left for the move. Don't know when the new sheet was delivered, we were gone & it was too late

My review is based on an experience I had this afternoon. My mother was with me as we were on our way to the dog park. We went to the trade centre to collect two bags of sand and cement and was rudely dismissed by a older staff member with glasses, so I just stood there waiting for ages The forklift driver was the rudest person I have come across in a long time as he told my mother she needed to get out of the driveway, which ment she had to leave dog unattended in a car. I was still waiting at the desk with a receipt and for the younger staff member to bother to look up from the computer when he did he pretty much accused us of theft in front of other staff and customers even though we.d paid for the sand and cement at the other enterance The staff watched as my mum struggled to lift a bag of sand and cement and carry it to her car Totally appalling Won't be comming back i.ve never been treated so poorly ever 0/ 10 had to give one star cos it was the lowest star possible please give the young man and fork lift driver a written warning For there awaful customer service

Called and ordered a dust bag for a planer on the 8th January. "Yeah, no problem. I'll order now and it'll be here next week and we'll call you". I called on the 15th to be told it hadn't been ordered; "Sorry, I'll do it right now, and call when it's in". I called on the 22nd to be told it hadn't been ordered; "Don't worry about it, I'll go elsewhere" I said. Trying to avoid Bunnings and give some business to an independent . They are their own worst enemy. They just don't care. I spoke to the maker of my planer and was told to go to the Special orders of any Bunnings and they will order it in. That's what I'll do. Update Called Bunnings special orders and told them what I wanted. They called me back within 20min with a price. Paid via CC and was asked which store I’d like to pick it up from. Picked it up completed with a week.

I've just read that Bunnings are requesting that customers shop online in anticipation of crowded stores over the upcoming Anzac Day weekend. Could I make another suggestion - take your business to Johnson Brothers - Mitre 10 in Bassett Street, Mona Vale instead. You'll have no issues "physical-distancing" as it's a huge mega-store with the biggest selection on the Northern Beaches. This is a true family business, so your money will stay local, PLUS you'll get knowledgeable and helpful staff. I dropped in yesterday and was super happy with the service I received from Jack. He was in the Trade Area but he couldn't have been more helpful and didn't make me feel like the DIY idiot that I am. Shop local, shop where the tradies go (so you know the prices are good as well as the service).

Terrible customer service, poor attitude towards customers and advertised prices that scan more expensive at the till. When you mention this the staff say they can’t be responsible for this and when you call the manager over the person denies having said it. But then the manager says It’s only $2 get over it. You’ve got to think there is some communication issues there. The amount is not the point. If it says $20 it’s $20 not $22. The staff member then begrudgingly does the credit back to the card like I’m in the wrong for it. Maybe next time a sorry I’ll make sure that doesn’t happen again might have been better than trying to argue it’s not Mitre 10s fault.

Johnson Bros Mitre 10 Mona Vale are great support to local communities. They are one of our major sponsors at Narrabeen Sharks Football Club. They are now loaning us their BBQ trailer for home games too. Local community football clubs can't survive without local businesses like Johnson Bros Mitre 10. I know where I buy all my household bits and hardware requirements......at their store at Mona Vale and everyone is so helpful, no chasing down customer support advice at their store. Support local business that supports your local community I say!!!!

Those two stars are for the two people who were helpful today and the absence of any other stars is thanks to the abysmal service I received from the English bloke with the earring in the trade centre. I was told I was silly and that if I wanted to know the price of something I would have to navigate my way through the store to find it and bring it to him to scan in. The customer is NOT always right though more often than not they DO deserve respect. I will probably be back to this store though will look to his colleagues for assistance next time.

Urgently needing some skirts so I first rang them to check to see if they had any 19mm x 18mm x 5.4 lengths of pencil edge skirting. They said YES. Pre-paid and sent someone to pick it up. They arrived back with BULLNOSE . Rang back, they said sorry, come and pick up the right ones, they will be waiting for you. Went back and they said they were OUT OF STOCK of the ones I wanted. The reason I rang in the first place was to check to see if they had it in STOCK! I would have given them zero stars if that was an option.

I purchased a kitchen from Johnson Bros Mitre 10 Mona Vale and found Cliff Burk and all the staff to be amazingly helpful in every aspect. I was thoroughly impressed with the excellent quality of the end kitchen product and absolutely love my brand new kitchen! The staff were extremely helpful also with the other building supplies I required for my renovation. I would highly recommend going down and seeing the team at Johnson Bros Mitre 10 if you are thinking of renovating your kitchen!! Many thanks to all the team!

I recently started shopping at Johnson Bros Mitre 10 at Monavale I would rate this hardware store as the best in the state The staff are just so helpful and always happy to assist in so many ways their attention to detail is exemplary Also the Johnson Bros Mitre 10 at Avalon are in the same league Congratulations to the management of both stores for employing such great staff who all have a brilliant customer focus I would give Johnson Bros mitre 10 Two stores 20 stars if I could

Left feeling awful for the rest of the day. Man with glasses at the trade desk was abrupt, rude and incredibly condescending and as a whole unhelpful and judgemental. I spent my drive home wondering what I could have possibly done wrong! Having never been to the store before, I was pleasantly surprised at the amount of stock, but after this experience I don't think I can ever go back. Just because you're having a bad day. You don't need to bring others down. Do better.

I live in Queensland and went to their website to check out their products. Numerous items were listed with a comment stating: Images coming soon. My number one turn off though was no prices for their products. If I can't compare your prices with others, then it makes it difficult to do business with you. - The owners have since responded and told me it is a family business and they will be updating their website - so I increased their rating for good customer service.

This shop offers customer service of a new level! We only called in to grab a few small things but this didn't seem to put Matt off. He seemed to know Everything about the stock, and was incredibly helpful. Just as everybody else was, including the gentleman (Stewart?) Directing the vehicle traffic in this busy Mitre 10 area, and the lady at the check out. We went back to do some more shopping, just because of the customer service of this place.

Great store with friendly staff. Shout out to Cooper who made sure I had everything I needed to paint my bathroom ceiling. I'm not the handiest person in the world and had no idea what I was even looking for but Cooper made sure I had everything I needed. He also took into account that I was just painting one small room so made sure I wasn't buying the most expensive version of everything. Thank you :)

My wife and I purchased a kitchen from Johnson Bros. Mitre 10 Mona Vale. My wife and I had great assistance from Cliff Burt in the design, materials and appliances. The kitchen is now installed and is fantastic. During the renovations of my apartment apart from the kitchen I purchased many other products and materials through this store. I thought the staff were always helpful and friendly. Thanks

Ample parking, easy access, bright and and easy to navigate. Gardening section is also lovely. Prices are bit overinflated but with fewer or no options on the peninsula and their higher quality goods, its expected. Opening hours are poor with 5.30pm weekdays and 9.30am opening on Sunday (Church first). Staff is helpful, the gardening section and paint are fantastic.

The team at Mitre 10 Mona Vale are always very helpful. This past weekend, Claire, who works in the store as a rep for Porter’s Paints went above and beyond in assisting me with colour matching and paint recommendations for a job involving painting brickwork and PVC pipe. Thanks Claire for your time, advice, help, and for providing amazing customer service.

The place could be so much better, It’s range of product is shocking and what they do have is junk. I brought a kitchen tap this morning and when fitted it’s totally faulty, I took it back and a sales girl said ‘ that’s another one’ I mentioned I paid $110 in plumbers fees and she laughed. I do support local but enough is enough.

It's a big store, with a huge range, but somehow retains the best characteristics of a local neighbourhood business. The service is superb, but the big drawcard for me is the after-sales service. Clearly, they get that looking after you on the small stuff (thanks Brad) brings you back for the big stuff. My go to store every time!

Excellent hardware store. Product range and staff knowledge is top shelf. Gavin was helpful, thorough and informative with product information and associated equipment and materials that could be needed or used if alternatives were required for the job described. Thank you very much for an excellent customer service experience.

Barking "HAVE YOU SIGNED IN" at me instead of say, "Hi, were asking all our customer to please sign in" Reminds me of why I'd rather go to Bunnings. I've been here three times in the last 15 years and 2/3 times I've been served by surly (young) staff. Not my first choice on the beaches even if it is the closest.

I use the mona vale and avalon store all the time You can’t fault the service You go in as a customer but somehow you end up feeling like you’re part of the family! I also love how much they do for the community ! It’s really important to know you’re supporting a local store that supports locals in return

This is what hardware stores should be like. Staffed by people who not only know where stuff is but also know about it and if they dont there is another guy 2 feet away that does. Mat is always freindly and the rest of the team are great. Ill pay the premium and avoid Bunnings if I get service like this.

I let you into little secret. This is one of the best and quickest places to purchase hardware. No waiting for a car park or waiting in line at the trade centre. Great helpful staff. Getting better and better with what they stock. Would highly recommend going here for anything hardware related.

A big shout out to Vicki Hughes and Brad from tools dept of Mitre 10 Mona Vale , great customer skills , very helpful and energetic, definitely recommend Mitre 10 for having great stock and knowledgeable staff and even Harper who is there sometimes to meet you as you walk in , …

Horrible attitude from the manager who had a “Karen” level meltdown after I returned the dodgy bbq. She then got every available staff member to ask me to explain what was wrong with the worthless product. Go to Bunnings or a professional hardware store. This is the IGA of hardware stores

I have found this place to be mostly good. The paint guys seem to know their stuff and can advise on what is best for you. Parking is the main problem here and this is the only reason I dont go there as much as I would if it was easier to park. They aslo have a good range of power tools.

Great price for our kitchen, however, hopeless after sales service. Kitchen sink, kick boards cupboard doors and a shelf for a cupboard were all missing and put us back three weeks. Still waiting for a phone call to discuss problems outlined in an email two weeks ago.

I always walk in with my handyman problem and walk out with solution: from the clever advice received from non-intimidating genuinely friendly staff to the resources, tools etc needed to get my job done. A positive experience each time I visit. No kidding.

Absolute last resort hardware store. Almost double the price on some items at Bunnings. Won't budge on price and when you ask staff why the price is so high, they tell you they can't comment. So much for supporting local business, rip off merchants.

Johnson Brothers has always been our go-to hardware store based on the culture of the staff, always helpful, willing and knowledgeable and we like the family style operation. So when it came to upgrading our kitchen we explored Mitre 10

These guys are great! Fantastic service and knowledge. The guys in building supplies are always willing to help out and Matt in hardware has an answer for just about everything...not too sure about his jokes though. ; )

Really good hardware store with a great selection of products and staff that know what they're talking about. The paint department is good too and if you have one you can use your Dulux Cabot's account here too

Awesome shopping experience and no wonder they won the store of the year. Heaps of helpful staff. I just need 4 small bolts and the team member found them and i was on my way. You wont be disappointed.

Awesome service today. Got served by a really helpful guy, what I was buying just wouldn't fit in the SUV and he got a guy to drive it to my place no charge. Totally above and beyond, thanks so much!

East access, good parking, big range, friendly, knowledgeable and helpful staff. Great access for trade too. There's just about everything you could need with enough choice in finishes too.

Incredibly helpful staff. Many items in impulse aisle area had no pricing but referred you to the current brochure (for pricing) which was disappointing. Nice clean store and we'll lit.

My Hardware store of choice. Why? Because you are greeted by people keen to help you find what you need it is clean, cool, well organised. I went once, and would never go anywhere else!

Excellent range of stock in all departments. Staff that I approach have good knowledge within their departments, if a staff member doesn't know they take you to another to assist.

Full of quality products that are easily accessible instead of jammed into high racking. Always friendly and knowledgeable staff are always at hand to help you when you need them.

Seemed like there was a staff member for everyone in store, so getting some assistance was no trouble at all. Very friendly and helpful. Quite a large store so plenty of variety.

The staff unfortunately seemed very concerned with everything else but customer service... Also fairly expensive compared to its competitors from what I could see. Unfortunate.

I love a hardware store and this has a good range of products for its size. Very helpful staff. Good for the general public like myself, but looks good for the trades too.

Staff is rude and would not recommend anyone to go here. I will make the additional 25min drive to Brookie or Forrestville for any needs as this place has gone belly up

My 94 year old father was looking a few bits & pieces & we were served by a delightfully helpful gentleman who made our trip an ‘outing’. Thank you for your kindness.

Ask for Malcolm, he’s super friendly, knowledgeable and gave excellent advice. Helped me find the right products and hardware to get my DIY project sorted.

No longer going to shop at Bunnings after discovering these guys. I feel like I am a celebrity when I walk in compared to the indifference at the other.

I needed some help choosing paint colours for the exterior of our house and they were honestly excellent, patient and experienced - can recommend them!

Huge renovation was done on this hardware store & although not as big as Bunnings it is very big. The garden centre is fabulous. Lots of unusual plnts

Service and advise ....good people that don't speak down to you...remember not all people are experts but are willing to accept good advice..

Love this new shop. Fantastic range and plenty of staff to help. Such a pleasant experience every time I go there. Garden section is huge.

Wow the absolute best hardware I've ever been in far better than Bunnings and more inviting much more staff and very helpful and friendly

This store offers the best service like the good days, when serving your customers was a priority. Knowledgeable happy staff. Awesome.

Told me the product I'd bought from them before - they'd never stocked. Why not just call me a liar? Got what I wanted from Bunnings

Staff don't run and hide when you need help like another major hardware store. They actually help you find what you are looking for.

Good service. Just a little bit more expensive compared to Bunnings. Even with trade discount. Got every thing you need though.

Incredibly helpful staff. I stood around for five minutes. I was asked 6 times if I needed help, that don’t happen at Bunnin#s

Well stocked and reasonable prices. The staff are so lovely and always ready to help. Particularly Brenda on the trade desk!

Great hardware with knowledgeable and helpful staff. Convenient spot for any works on northern beaches. Quick deliveries

Still a bit so sparse, or so it seems, compared to a big Bunnings store where they seem to have more stock and variety.

Waited 10 minutes for help to buy a car gurnie, walked a few aisles, most of the staff were chatting to each other.

Terrific service and impressively quick turn around for tool repair services! Highly recommend JPRS @ MITRE 10

Really friendly and proactive bunch of people. Always give you a nice welcome. Great tool selection as well.

Always first class. Friendly service and plenty of staff to help the customer! MUCH better than Bunnings!.

Delivery man hit my car and ran. now being dishonest and refuses to deal with the issue. Such a scumbag

Had a problem with a spray can and they refunded my money without any problems. Great customer service.

Staff friendly and helpful. Reasonably priced and well located. Home delivery as promised was ontime.

Service is lacking. I go here if I need something quickly because it's closer to home than Bunnings.

Such friendly staff. My 6 year old son played scissors paper rock with the staff. So friendly

This place gets abit hectic for parking and loading up, prices are ok and staff were helpful

Busy little place. They do a good job keeing things moving. Got me back out in good time.

Always good service. Been going there for decades, even when they were on Mona Vale road

Super helpful and friendly staff. Just a bit exe... location I guess, still, recommended

Great experience with Johnson Bros Mitre 10. Great customer service and friendly staff.

Needed a butane flame wand for terminating some weeds. Ha,Ha,Ha! Hasta La Vista Weeds!

Very helpful staff but not a very big range when we're all used to going to Bunnings

Great store with friendly helpful staff. A real family business feel to the place.

Always friendly service from knowledgeable staff and excellent choice of hardware.

Knowledgeable staff, helped with my purchases, will definitely use them again.

Great service, helpful a Nd pleasant staff Great variety of hardware needs.

Lots of helpful staff roam the floor, help with what your looking for.

Brand new store is big and has loads more products than the last one!

Love this store. Great range, good prices and very helpful staff!

Fantastic experience here. They went out of their way to help us

Good old fashioned service. Very friendly old guys working there

Good knowledgeable, friendly staff with huge variety of products

Such friendly knowledgeable staff - and plenty of them to help.

Great people always keen to give you a hand and good prices

One of the better Mitre 10’s amongst the northern beaches.

Great staff, good range and excellent showroom upstairs

Generally have what i need. A good timber selection

Great store, very open well lit and heaps of stuff

Great store friendly service & helpful staff.

Great customer service. Very helpful. Always.

Super friendly & helpful staff - well stocked

Great service all around. Best Makita display

Great hardware shop and staff very helpful

No good Very expensive. Unfriendly staff.

Good place for shopping

Good hardware store