E&H Ace Hardware — Attraction in Rocky River

Called last week to inquire about a simple lawn mower blade sharpening service. The gentleman conveyed that the technician performing that service was in later that day. I came in the next day - this past Saturday - and they told me the guy wouldn’t be in again until the following Wednesday. No worries, I said. Just needed it that Wednesday, considering it would already be a four day wait. They took my name and number & said they’d call me Wednesday when it was done. Today, Thursday, I ring during my lunch at 12:52p. The guy at the front desk, Mark (?), was fairly rude and simply said it wasn’t done. Nothing further. I ask what next steps would be: “you’ll have to wait until he comes back in and we will let you know when it’s done.” I ask to speak to a manager: “the manager is busy.” I ask to leave my info with the manager and after I do, I inquired how long it potentially could be to get a call back. He says he doesn’t know but assures me I’ll get a call back - and that I won’t need to ring back on my own.

No call back. Now it’s 5:35p and I call back again. A very polite young lady Lydia picked up and when I relayed my story, she went to locate a manager named Mike, but he’s also busy with a customer.

36 minutes on hold so far. And this is the “management” response - or lack thereof - at this store.

We try our best to support local/regional businesses instead of big box, but this just can’t be one of them. Between phone calls and driving there, that’s 2+ hours NOT to complete a service.

We will be sure to try Lakewood...

I'm currently working on my walk-in closet/dressing room, but ran out of a rare color of spray paint. Because I was doing some business in Rocky River, I decided to take a chance and see if the Ace Hardware store there had the spray paint color I needed.

As soon as I walked in the store, an Ace associate greeted me and asked if he could assist me with anything. I informed the associate that I was looking for a particular color of spray paint; he then escorted me to the spray paint section. The associate left me so I can search for the paint myself, but came back a few minutes later to check my progress in locating it.

Unfortunately, Ace Hardware did not have that particular color of spray paint in stock but the associate did give me some suggestions of other possible places nearby that might have the color of spray paint that I needed. Even the cashier gave me a suggestion.

My assessment of Ace Hardware: the staff was courteous, friendly, attentive listeners, and they offered great suggestions to resolve my issue. Also, the store was very clean and well-organized.

Although I didn't get to purchase the spray paint at Ace Hardware, I did purchase some other much needed items for my project. I left Ace extremely satisfied.

P.S. I recently went back to this Ace Hardware store and the quality customer service and store upkeep remains consistent. Kudos Ace Hardware. Keep up...

Called this store today to see if they have a particular N95 mask (background- I work in a hospital and one of our docs is expert mixing a time sensitive emergency that requires a particular mask that we’re out of)

Someone named “Mark” picks up and says he’s not able to tell me what they have in stock because he’s “only part time” and is ending his shift. He then asked me to call back tomorrow when someone would be available to help.

When I explained what I was looking for was time sensitive and asked if there was anyone else available to help, he said “maybe” but they all look busy and I have to go”. When I asked why he picked up the phone when he couldn’t assist he said “lady I’m not sure what you want, I don’t touch the computers here and I’m over my time so I can’t help you”.

Mark was not only incredibly rude with terrible customer service but he’s now directly responsible for impeding on our hospital’s crisis situation. Thankfully someone named “Adam” picked up to help direct us to where we needed to go, but back in my day if you call a business for help and someone picked up and said “I can’t help you, sorry” they were fired.

What an incredibly poor experience. Thanks for...