DIY Home Center

I purchased a 3-foot toilet auger last night. It is still completely sealed in the original plastic packaging and has never been used. After I got home, my husband told me we actually needed a longer auger. I returned to the store today simply to exchange it for a longer one and even offered to pay the price difference. I was not asking for a refund or trying to return the item. Despite that, the store refused to exchange it, saying it was their policy because they had told me at the time of purchase that the item was non-returnable. I understand the difference between a return and an exchange. This wasn’t about getting my money back—I just wanted to purchase a more expensive item instead. Refusing to accommodate such a simple request on a brand-new, unopened product shows a complete lack of customer service and flexibility. As a result, you’ve lost me as a customer. I’ll be leaving reviews to share my experience because this level of customer service is disappointing. If this is how customers are treated, I believe you’ll continue to lose business.

I am writing to formally report an unacceptable experience at the DIY store in Tujunga. When I visited this morning to return an item, the store manager, Christine, refused the return after I explained that the item had only been minimally used and that I ultimately had to call a plumber to resolve the issue. Her behavior was not only unprofessional, but also dismissive and confrontational. She claimed that store policy prohibits returns on items that have been used and repeatedly insisted that this policy is clearly stated on the receipt. However, after carefully reviewing my receipt, there is absolutely no language indicating that a used item is non-returnable. This statement was inaccurate and misleading. Additionally, two employees assisted me with this purchase the day before and explicitly confirmed that I would have 60 days to return the item. At no point was I informed of any restriction regarding use. Providing conflicting information at the time of purchase then lying about it and refusing to honor the return based on an undocumented policy is unacceptable. Misrepresenting what is written on a receipt raises serious concerns about transparency and customer treatment at this location. I strongly caution others to be careful when shopping at the Tujunga location, as policies appear to be inconsistently communicated and enforced. I'm not shopping from Tujunga location anymore because of their bad management and lying.

I always work to support local businesses just as I want the same for our family business, and DIY is a great family owned and operated establishment. The service is almost always great, and most of the staff do a great job of serving customers. They have a great variety of products in stock, and Always load the heavier items. It's also a great place to exchange or refill your propane tanks.

If you need housewares, garden supplies, plumbing, lumber, electrical supplies, tools, keys, storage bins, Christmas decorations GO TO DIY! They are very good people, friendly, helpful, knowledgeable, and give great discounts! I give them all my business.

I went there to buy some wood so I could build a bench myself. The staff, Ben was friendly, professional, and efficient—he helped me cut the wood in just a couple of minutes. Thank you to DIY and Ben!

Always staffed well with employees that are knowledgeable, ready, and willing to help. The house cats 🐈 are always so enjoyable to see in the store.

I love this location very close from my house. Employees were friendly. No issues at all. Great deals for selling the items that customers wanted. Grilled items, wood fence, key repair and much more. I visit on the weekdays and weekends. Cat on premises. I enjoyed very much. Bird seeds and squirrel feed. My search is successful. Especially the outside garden looks wonderful and gorgeous. Well cleaned with fresh air. Customer service was excellent. That’s all. Super satisfying.

Bob is the best! My husband and i went in not knowing how to handle bad plumping job with my salon sink. Someone prior to me glued the parts backwards that would cause a sewage smell. He worked with us through every angle and told us each step to take and which parts to install. Im so very grateful for his expertise and going above and beyond for us when we really needed it. Thanks Bob!!