Waverly Ace Hardware — Attraction in Baltimore

On April 25th I placed an order at this location, after the order was processed, I was given a delivery date for April 29th, when I returned on the 29th to pick up my order, after a long wait, I was as told that it’s not in the store and I’ll be notified when they receive it. On April 30th I received a text informing me the order is received and I can pick it up anytime. Once again after another long wait, the employee returns and tells me that it hasn’t been received and that the text I received is an automated notification! I expressed my frustration and made a remark that based on your promised date, I made a promise date to my client and that this issue will affect my reputation and accountability. The employee was just staring at me with no explanation whatsoever. After leaving the store and getting into my car, that same employee comes to my car and tells me that they have to refund me because the product is not available. Didn’t they know this while they processed my order to prevent loss of time, aggravation and domino effect. Waverly ace store is supremely disorganized with zero accountability and lack of professionalism. I wish there was an option for minus star and if so, I would’ve selected minus 10 stars as even one star for that store and its employees is one too many. I’ve lost my trust fully ————————————————————————————- YOUR APOLOGY AND RESPONSE IS INSINCERE AND IS LITERALLY A COPY PASTED REMARK THAT YOU HAVE BEEN USING FOR EVERY SINGLE ONE OF THE COMPLAINTS YOUV’VE RECEIVED....

This is the definition of what a great, local store can be. Staff is always super nice and super helpful - you're greeted unfailingly by smiling staff members offering help. It's practically shocking in this day in age - most of us are used to and almost want to be left alone when shopping - and the staff is OK to leave you alone too if you refuse help. But if you are trying to fix something around the house and don't know what you're doing, they come through on Ace's advertising - it's the place with the friendly hardware folks. (FYI on Ace - it's not actually a chain like the Depot, or even a franchise - it's a purchasing and advertising co-op, so Aces are locally owned and operated and maintain more independence than chains or franchises.) I went in recently and rather than be directed to aisle x, the person walked there with me and made sure we found the item I was looking for together, this after helping me find exactly the hardware I needed to adapt some plumbing in my home. They are small and so a little hard for them to compete with the Depot on pricing and selection, but for small needs and problems where you need real, actual service, there's no alternative. You just can't help but leave this place without feeling good, so I prefer it for most trips if I think they'll have what I need. Bonus is their location works well for me - there aren't any other hardware stores nearly so convenient in the northern part of the city. Definitely recommended. Oh, and, say...

The staff were incompetent and seemed to have no knowledge of any of the products they were tasked with selling. They were unable to answer any questions about multiple products and issues. Utterly clueless. For example, when inquiring where a product was made, they were unable to simply look on the box to get the answer. They were unsure about the delivery process and fees and suggested we might want to call the general Ace customer service to find out. They could not find a tube to match what we needed. They could not find a basic part for toilet repair. It was as if they had no experience with hardware and had just shown up on the set of a movie. One staff member smelled like marijuana. It is very disappointing that many businesses in the US are operating like this with completely, inexcusably untrained, uninformed, clueless, incompetent staff. The customer does not work for your company. You are supposed to work for the customer. Smiling is not enough. We...