South East Ace Inc. — Attraction in Cayce

Extremely poor customer service. Earlier this month I had purchased several quarts, and some gallons, of paint to be matched for touch up in my home. While I was working with the older man, he assured me that all matched would be correct- and that when I painted the walls it would match perfectly. I bring this up, as I told him I have had paint from this store incorrectly mixed in the past, and he assured me that would not occur again, as he claimed to know what he was doing. Obviously, he did not. I have spent several thousand dollars at this ACE Hardware over the past month or so, and needless to say I will never be back after the experience I had with the manager. When I called the store, I told them the issue and asked for the paint to be redone- she stated NO and that there was nothing they could do. She stated that I have to approve the paint prior to leaving the store, and even though when you look at it on the can it looks the same, it is not when you paint it... I tried to explain this to her, however, she stated they would not do anything to make THEIR mistake correct. Upon her stating this, I asked to speak with her manager or supervisor- she then stated "No hun, we are ending this conversation. I will not be giving out my managers information." EXCUSE ME? Your incompetent staff member has caused me to go in the hole several hundred dollars due to their inability to correctly match EVERY SINGLE PAINT CAN!!! If it was one can, I could understand. But no- YOU MESSED UP EVERY SINGLE CAN... In addition, I am not your "Hun" that is extremely rude and unprofessional. Upon her refusal to let me speak with her superior regarding the issue, I went to the SC Secretary of States website to locate the franchisees contact information so that I could promptly submit my claim to the BBB for assistance. In addition, a complaint to ACE Hardwares corporate office has been sent out. Own up your mistake and FIX YOUR MISTAKE! If you are a local looking for a good hardware store, I will say this store has some good products. I absolutely love my garden wagon I got from here. However, many items are cheap and made in china (very low quality, but also lower price so you get what you pay for. many are ACE Hardware brand). Capital Supply of Columbia is family owned and operated- much nicer staff who are very knowledgeable and MUCH...

This Ace is THE PLACE to go in Columbia! I've needed a shed since moving here back in August and I started by ordering one online to pick up from Lowe's. That was disaster of epic proportions - got there to pick it up, they started to load it and it was damaged, customer service was lame, etc. Then my friend suggested I check out Ace for a shed - I found one on their website that could be delivered to the Cayce store so I called them. Daniel politely answered the phone and transferred me to Kaitlyn (the manager) where the long lost art of customer service was on full display! She walked me through changing my Rewards membership and stayed on the phone to make sure she saw the order come through on her screen. During this time (in the background) I heard how this team works together to get things done for their customers. Once the order was confirmed, she arranged to have Daniel on stand by to put it together. She communicated EVERY step of the way so the delivery would be seamless. In fact, Kaitlyn called while I was writing this review to make sure everything went well with the delivery and to check that I was satisfied with the product. The shed was delivered this morning by Daniel and Matt - less than a week from the initial contact with them. My company trains people in Protocol, Etiquette & Customer service and I've got to say this team is among the top 5% of companies I've come across for getting EVERYTHING RIGHT. I felt listened to, valued and respected. Now you are stuck with me for life as a loyal customer and ambassador for your...

I waited 15 minutes to be helped on the Stihl aisle to buy a blower and was told "if you don't see it here we don't have it". He didn't even know what model I was talking about when I asked about it; I had to explain it to him. I find that hard to believe it's out of stock as I can buy the product online as a pickup "same day" at this location, what's the difference of buying it online to pick up in store versus just going straight to the store to buy it? The employee was not very informative about if there would be more in stock or not and at what time, he didn't try to help any more than what he could minimally muster. I went somewhere else and was helped immediately by some of the best staff I've encountered. This Ace isn't so much "the helpful place" as it once was not...