Just came from this hardware store & thoroughly disgusted with the customer no service. I was looking through some products whilst overhearing some poor lady trying to return a product that did not measure up as promised. Three staff stood & argued with her instead of listening to her valid complaint & refused to refund her money. They then ignored her & left her standing there in utter dismay. After 20 minutes of listening to this ordeal I attempted to offer assistance. They could not tell me who the manager was & when I told the most senior person the golden rule of business "The customer is always right" he argued on that too. Most unprofessional staff I have come across in any hardware store. Service & prices at Bunnings leaves this place for dead. Never shop there again! Gary T (Former General Manager Largest Direct Marketing in APAC)

Very expensive compared to other nursery's, won't offer trade discount and not much stock. Won't be coming near the place again. Staff are friendly enough but not paying those prices again its a joke. After your feed back i will now give you 1 star, I have been in the horticulture industry for over 15 years Frank, have worked in nurserys and run my own business and i am definatly not comparing apples with oranges... If you want small a business to support you you need to look after them, why would i come to you when i can get plants at trade price? and you won't even offer a trade discount...... oh and bunnings has much better stock and not to mention cheaper, but thanks for taking the time to reply.

I visited this place to purchase weed mat. The lady who served me ("cashier: Debbie" - as per the receipt) was disrespectful and lacked customer service. She needs extensive re-training in customer service and RESPECT. I visited this store as someone recommended them. I re-spoke to them and they also won't be visiting this store again. I asked the lady as to what size weed mats they stock, and her response was: "I don't know. I don't have time for this. I have paperwork to do. If you don't know what we have, then read the signs and leave". Disgraceful!

Overall, I think that the Caulfield area is fortunate to have this store in the area. It is very convenient and for a small independent place it has a range of very useful products. Customer Service varies but I would say it is easily in the good category. I highly value Pens and while I am aware of its limitations when compared to say a much bigger store in Bunnings, I would strongly recommend you shop here. It has many strengths and as a result, I would strongly recommend you come in and check out everything it offers.

Came in late on a Saturday arvo after disinterested unhelpful service nearby at a Mitre 10. At Pen’s received some enthusiastic helpful advice and service from Ben in the building section. He recommended an appropriate timber product, which was way cheaper than what I thought I needed, cut it to size and loaded it in my car. Just terrific service. Also received great assistance from JoJo in the garden section. Great service at the end of a tiring busy day. Could not recommend more highly.

Met with Peter Leverett at the counter asking for a product to repair a winding mechanism for a window. He gave me great advice and offered to send me the details of a supplier that could help. After further research and in his own time after-hours he sent me these details with a follow up snapshot of who to contact and what to ask for. Above and beyond for sure. Many thanks Peter!

Unbelievable, terrible customer service today. Tried to return a faulty $10 item after spending $150 in store on weekend. I did not have physical receipt but showed proof of purchase via bank details listing Penhalluriacks name but was refused. This is against Consumer Affairs Victoria Policy. Man at front desk was very rude and aloof. You have lost a customer.

Went in for the first time last week and bought a sizeable rubber plant and medium size planter pot for 1/2 the price one would get from other places. I left with a massive smile on my face and some clever tips and tricks to maintain the health of the plant and aesthetic of the pot from the lady at the counter! 100% will come back!

Medium size store with limited range of products but all essentials are available. Prices are on the high side but ok if you need couple of things and don't feel like driving to one of the megastores out woop woop. Service staff are helpful and knowledgeable. The small car park, right at the front is adequate.

I bought loads of plants and garden pots from here months ago and have found them to stock the best priced most variety of terracotta outdoor pots compared to many other stores. Some of their plant prices were comparable to bigger chain stores but I found their established trees to be far better priced.

The little Asian lady that runs the place is an absolute dragon who knows very little about plants and their maintenance. Her service approach is woeful, and lost of what is sold is from a $2 store but sold at luxury prices with huge markup. Have had to return most things other than the soil.

What a great place for all your hardware needs! I went in, while looking for a product and a really helpful worker, called Guy, went out of his way helped me find a product that 3 other places couldn't help me with. Very friendly staff that are all keen to help, especially Guy!!! Thanks

Not sure about the negative reviews here. Somehow when you need something they always have it. I find the staff helpful. Being open on suday is a true blessing. Obviously it is not Bunnings, but hey you come here because you don't want to waste your precious time with travell there.

Cheaper prices on much better quality plants than anywhere I’ve found! Have bought a few really large house plants for a fraction of the price for the tiny ones others offer! Friendly customer service with great help in keeping them alive (coming from a notorious plant killer!)

I was in pens, garden centre yesterday and purchased the wrong products. Today the staff could not have been any better. They returned my purchase and I was able to exchange without fuss. This gives me great confidence in returning again.

Great service, decent range considering the size, and much better prices than bunnings. Even better as these are local to me, and have great quality compost and potting mix, and have just about everything i need for the garden

this store is ab fab and the staff have been 100% helpful and willing each time I've been there a great refreshing example that traditional presentation, staff and service remains relevant today

We had an amazing experience with the staff, the guys helped us in everything we needed and were so kind and patience! Thank you for your help!!

Not sure why, but the staff here always seem so miserable. Teach them to smile. It's not that hard.

Friendly and helpful staff with quality products. Thank you for supporting our local projects!