Pearl ACE Hardware — Attraction in Portland

Purchased paint for our condo and confirmed with their staff that their Aura paint could cover a beige existing color with the yellow color we chose. The staff said it would adequately cover the beige. If taking three coats is adequate, then consider buying the Aura paint.

Second issue, when returning to buy additional paint I did not have my specifications as I perceive that the location would have that information based on the prior purchase. I asked the paint customer service representative if he could obtain that information. He indicated that that was not possible. I ordered four gallons of paint and then realized that it was the wrong base.

I paid for the paint and then gave it to the store so that they could resell the paint. While paying I asked the customer service personnel running the register if they could look up at past order. They learned that they could do so and provided me with a copy of a past order. Thus the individual working in the paint section needed to be made aware of that fact. I learned that the manager was not in that week, thus I could not speak to her.

I returned for a third time to buy additional paint and requested to speak to the manager. She initially was busy but then approached as we were outside awaiting our Lyft. She asked what the concern was. I recounted my experience and commented that it was a training issue as the paint staff did not apparently know that the previous order could be looked up in their system. I was rather direct with my pointing this out.

When asked what she planned to do about this, she made a comment that I should have had that information about my paint and thus there was a responsibility that I had for purchasing the wrong paint. I reiterated the point that their paint staff did not direct me to access the information that was in their system. She said that that information would only contain the basic information about the paint and not the color. I indicated I knew the color but needed the other information. Again, I was rather direct in my response.

The manager indicated that she did not like the way I was communicating with her. She did comment that she did not like me point at her. I told her that when I posted a review, I would not her concern. Concern so noted!

I recounted that I had paid for the paint and that I left the paint so that they could resell it, noting that they made the original purchase price (believed to be about $330) and would get an additional $220 if the paint was purchased. I did not ask for any money but again conversed about what she intended to do. She indicated that she would talk to her staff.

If you need service that provides all of the resources that a store has available to them, I cannot recommend Pearl Ace Hardware. While I could have returned home to check the paint, the store did have that information. Their staff did not direct me to the place in the store where that information could be obtained.

Additionally, the manager first blaming me for the issue without first recognizing the error of her employees says something about her approach to customers. You can make your own decision about if you wish to be treated in this manner.

Finally, when I entered the Lyft vehicle I had a conversation with the driver, as he heard the interaction. I noted I was rather direct. He commented that I could have been a lot worse. He also said I had been rather “chill” with my interaction with the manager. I asked if I could quote him regarding his comments. He indicated that I could. I have.

Dr. Bruce D. LeBlanc

Response to Owner's Response: Only tricky part was your staff not knowing that my previous order was accessible and not providing that information in the paint department. Thus resulting in hundreds of dollars...

I am a local that frequents this store often. I will probably not from now on. I would like to preface my review and say that they have a great selection, and there are specific employees here that are very helpful and friendly. However, my last experience was so negative that I won’t be returning anytime soon. Everything was great up until check-out. I was next in line. Before I got helped the cashier yelled at a patron walking in “is there anything I can help you with!?” I’ve seen staff ask this to people that look suspect before (with the same sharp, rhetorical tone) in order to scare them off. I understand wanting to keep the riff raff out...but in this scenario I believe the guy was prematurely categorized. He was a shaggy-haired gentleman and she assumed he was homeless or something. He turned around in dismay, still wearing his work uniform with business name on it and various paint splatters as well. Probably the very type of blue collar client the store is intended for. After that instance, I didn’t really feel like my cashier gave people the benefit of the doubt. This was reaffirmed when after setting my nail and wall mount on the counter check out she proceeded to ask me how much they were. I said I believe nail is .08 and mount is .60. She argued that a wall mount is more expensive and after I offered to go over and check the price again she refused my offer and called a clerk. The clerk affirmed I was correct. She immediately assumed I was deceiving her. Also, why did you ask me if you were simply going to question me? Is it not your job to know pricing to begin with? I assume it was merely a test to gauge my honesty. That is a whole ‘nother conversation though... After she questioned my integrity and stereotyped a patron I find this location not to be worthy of my business. I don’t have high standards. My only requirement is that you treat others as you’d like...

"Ace is the place with the helpful hardware folks"... for this location that use to be the case, in recent years it has gotten worse and worse every time I come in. The customer service is at an all timeline low, there may be ONE employee to is kind, knowledgeable and helpful. I've lived in the neighborhood for about 15 years and have always gone to PEARL ACE for convenience and the level of service they provide, even though its priced higher than hardware stores. This last time was in fact the LAST time for me at Ace Pearl Hardware. They are rude, I wouldn't go within an hour of closing, cause everyone will remind you they're closing soon, but won't offer to help. This last time I needed a cheap white ikea shelf cut, they said they won't do it unless they sell it...I dont think many of us in the area have a saw, table saw etc as we live in condos, apartments etc...I asked if I could sign a waiver saying if they messed up on this $25 shelf that I would not hold them liable..."NO." just straight up no and then reminded me AGAIN they're closing within the hour...which I didn't need the reminder as clearly I would not be sticking around. I hope management changes and they go back to being friendly and helpful regardless if they cant cut items they don't carry. I will gladly drive to the suburbs going forward to a big box store with great customer service over ACE pearl location.

Good luck, hopefully ya'll can turn it back around. It's likely a leadership/management issue. I myself have managed retail stores and understand where it...