ACE Hardware Shopping Guide: An Informed Visitor’s Perspective

Why You Should Visit

• Exceptional Customer Service (with caveats): You’ll find incredibly helpful and knowledgeable staff members who go above and beyond. Michael, for example, dedicated significant time to assisting a customer in finding a specific metal piece. Many reviewers highlight the friendly and approachable nature of the staff, readily offering assistance and guidance.
• Extensive Product Selection: This ACE Hardware boasts an impressive inventory. They carry a wide range of hardware, including nuts, bolts, Killz paint (ideal for smoke and water damage cleanup), DeWalt tool kits, and various lawnmower parts (though availability can vary based on brand). You’ll even find copper tubing sold by the foot.
• Key Cutting and Other Services: The location offers key-making services. One shopper mentioned having over 15 keys made there conveniently.
• Competitive Pricing with Rewards: While prices may sometimes be higher than larger box stores for certain items, the Ace Hardware Rewards program can yield substantial cost savings.
• Support for Local Businesses: The store is locally owned and operated and employs locals, which is highlighted positively by numerous customers.
• Paint Selection and Expertise: Shoppers rave about their selection of paint, particularly Benjamin Moore, used for home and rental property projects.

Why You Might Consider Alternatives

• Inconsistent Customer Service: While many praise the exceptional service, there are reports of significantly poor experiences. One reviewer experienced a 20-minute hold time followed by a dropped call, while attempts to troubleshoot a lawnmower issue proved fruitless. In other instances, staff members, particularly a staff member named Jeff, were described as unhelpful, rude, and unwilling to resolve customer problems (including issues with paint and parts for outdoor equipment), even refusing to honor product warranties or provide helpful troubleshooting information.
• Limited Parts Availability: Securing parts for certain brands like Stihl string trimmers might be challenging, with one reviewer reporting a staff member’s unwillingness to assist in obtaining the needed component. Another reported difficulties in obtaining a Cub Cadet lawn tractor belt due to a staff member’s insistence on only selling Toro brand belts.
• Store Layout Issues: Some aisles are reported to be blocked off, potentially hindering shopping access. This may create inconvenience for customers.
• Return Policy Limitations: Be aware that returning certain items, such as leftover copper tubing, might be restricted even though they are sold by the foot.
• Pricing Inconsistencies: While many praise the rewards program, the absence of pricing on certain items, along with inconsistent or unhelpful responses from staff when attempting to make a purchase, can create significant frustration during checkout.
• Knife Sharpening Concerns: The knife sharpening service resulted in a negative experience for at least one customer, with significant damage done to a blade.