Ace Hardware of Fremont — Attraction in Fremont

Customer service desk associate and tool associate were kind enough, but I suggest you call the store and make sure they can physically find the item before you finalize your online order.

My experience: find a great deal online, set it up for in store pick up, make the purchase. Wondering why it's not ready for pickup yet, I call the store and give them the information on my order. I was told that I could come in before they close, get the items off shelf as their system shows they have more than a few and bring them to the customer service desk to get checked out. I showed up about an hour before they close and it turns out they didn't have even one of what I ordered of seven that their system said they had in stock. I didn't want to leave with nothing so I ended up getting a few things so it wasn't a complete waste of 2 hours(30m drive each direction and about an hour of waiting). The lady at the customer service desk was as helpful as one can be when your order can't be fulfilled, and the gentleman in their tool department was also as helpful as one can be when they can't find something that should have been there. The lady at the register though, seemed as if she was upset that there were still customers in the store even though they were closed. She also seemed a bit young. Maybe if she understood that I was there for about an hour waiting for someone to find what wasn't there she might have been a bit more...understanding?

The online only deal was such a large discount that the associates couldn't allow me to pay the difference between the original price and the new sku item that was supposed to replace the one I was purchasing.

Reason for 2 stars: Customer service desk associate was kind and friendly, tool department associate was helpful in looking but the fact that inventory wasn't correct, I burned 2 hours of my days, and the cashier was obviously irritated(seemed at me for some reason as she was kind to the lady behind me even though she was leaving the...

I always come here cause of the cool unique things, their customer service and knowledge of products. I would love to give a higher review but the way the cashier treated me today left me a not so great feeling. I purchased 3 items all from the lighting department. The associate in the lighting department was very nice and we chatted for awhile about lightbulbs. I pointed to one I really like from their display and asked him where that one was? He walked to the shelf that had it and handed it to me, it was the last one and $9.99 according to tag located in front of it. I also purchased a bluetooth bulb for $24.99. When I went to pay for my items, the total came out wrong. The bulb rang up as $16.99. I said something to the cashier about it, where it was located and who helped me. She went to go check with the associate. When she came back she showed me a pic of the tag that said $16.99, I explained to her that wasnt where it was when the associate helped me. I then asked her if there were any even located in the $16.99 spot, she said no. She told me they would not honor the price and asked if I wanted it or not? I replied that they should honor it since it was CA law. She told me it wasnt their fault and a customer could have set it there, so they didnt have to honor it. I told her yes that could have possibly happened and I didnt want it unless it was $9.99. She removed it from the bill and put the bulb aside. The vibe and the way she talked to me, left a bad feeling with me all day. Later I thought to myself there was no way I customer put it there cause 1. Employee got it from there and 2. They had 2 associates working in lighting and the aisle...

I am usually a big fan of Dale Hardware, and this is my goto place for keycopies and other hardware needs. Today, I needed to make a key copy, and there was a man in front of me patiently waiting for service. He mentioned he had been waiting 20 minutes and told the service person at the desk a few times that he needed assistance with keys. I did see 2 cashiers talking at the front service desk (Will use that term very loosely), and they made eye contact and continued talking to themselves. The man asked how many keys I needed, and I said 1 copy, and he was willing to let me go ahead even after waiting 20 minutes. Thank you for your kindness and thoughtfulness, but I declined the gracious offer. Dale is usually on top of fast service, but I felt the need to post this as I felt bad for the guy before me.

For Dale hardware manager: YOU need to do better, and there is NO excuse for lack of personnel to cover for someone else. It should be standard practice to train employees to cover for each other on all the work areas to prevent customers from waiting on a service you are supposed to offer.

Update: Your key cutting machines need to be recalibrated. I made 8 copies and of those only 2 worked. 25% success rate, and I don't have the time to keep revisiting your store to hope they work the next time. I have heard many complaints that their keys are bad. I had to go to another locksmith that was further away for my needs. Hopefully you will be back to offering great key...