BBB Business Review

This Business is not BBB Accredited

Smith's Home Hardware

Phone: (709) 364-7525Fax: (709) 364-4144430 Topsail Road, St. John'sNL A1E 4N1 Send email to Smith's Home Hardware

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BBB Accreditation

Smith's Home Hardware is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Smith's Home Hardware include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues2
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Smith's Home Hardware

Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
06/19/2014Guarantee / Warranty Issues | Read Complaint Details

On June 8, 2014 I called *****'s Home Hardware to check on warranty replacement for a defective hot water boiler. I was informed at this time that there was a $50 administration fee for processing the warranty claim. I was confused by this so on June 9, 2014 I proceeded to call the manufacturer of the hot water boiler. A representative of the company informed me that there was no such charge on their behalf. Because the reason for the processing fee remained unclear, I proceeded to call 2 other Home Hardware stores on the***************** only to discover that the fees were inconsistent in price throughout the 3 locations. On June 9, 2014 I proceeded to *****'s Home Hardware to obtain a replacement hot water boiler. In order to clarify the administration fee, I requested to speak to the store manager. I was told by him that it was an administration fee for handling the warranty claim and for completing the paperwork. I informed the manager that I had spoken with the boiler manufacturer and that there was no such charge on their behalf. At that time he further stated that it was their (*****'s Home Hardware) processing fee and he proceeded to tell me that if I wanted the boiler I had to pay the $50. So, I then inquired as to why the fee was different at 3 locations. Having no answer for my question about the fee difference, he spoke to the owner who dropped the fee to $25 (matching the fee charged at another location).
Product_Or_Service: hot water boiler(warranty replacement)

Desired Settlement
I would like a return of my $25 plus tax *****************************************************************************************************************************************************************************************************************************************************

Business Response
Every retailer in Canada charges an administration fee for the replacement of a water heater. This fee covers the time to complete paper work, the cost of freight and up charges that a retailer has to pay to receive the boiler that is being replaced, handleing...etc,

The replacement price might vary from retailer to retailer just like the price of milk might vary. The going rate for the replacement of a water heater in ********** is $50, and this is the price Smith's home hardware has put on our replacement cost. The customer did receive a lower price from another retailer so we matched the price like we would on any product.

05/30/2014Guarantee / Warranty Issues

Additional Information

BBB file opened: 05/01/1988Business started: 01/01/1983
Type of Entity


Incorporated: May 1990, NL

Contact Information
Principal: Mr. Craig Smith (Owner)Ms. Mona Chipman (Office Manager)Mr. John Fagan (Manager)
Number of Employees


Business Category

Hardware - Retail, Windows, Toys - Retail, Tools - Power Actuated, Pet Supplies & Foods - Retail, Lawn & Garden Equipment & Supplies, Electric Equipment & Supplies - Retail, Doors

Map & Directions

Map & Directions

Address for Smith's Home Hardware

430 Topsail Road

St. John's, NL A1E 4N1

To | From


1 Locations

  • 430 Topsail Road 

    St. John's, NL A1E 4N1(709) 364-7525

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Atlantic Provinces. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Smith's Home Hardware is in this range.


Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


BBB began including complaint response text in BBB Business Reviews on March 4, 2014.

BBB reports the complaint response text for all reportable complaints against a business that are received electronically.


Industry Tips for Hardware - Retail


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BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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