Aubuchon Ace Hardware — Attraction in Rutland City

I phoned Noble Ace hardware in Rutland,VT on June 29,2022 and spoke with Heather. I told her I was looking for oil based stain that we had purchased there 4 years earlier. I gave her the information from our remaining can. She informed me that the neutral base # has changed so we should bring our can with us so we could match it perfectly. I ordered it that same day as they only had 4 gallons. We drove 2+ hours to Rutland from New York. When we arrived on July 1st. Molly had us pick out a color from the chart so she could mix it for us. Never asking to open our can to match it. After the 4 gallons were finished she told us it wasn’t the same as we had it is an oil modified stain now. My husband asked is it water clean-up, she said yes and he said we could have purchased it 2 miles from our home in NY! As we drove home the 2+ hours we felt duped and worried that this stain would not cover/work on our decks that have the oil based. What bothers us the most is that we feel totally misled as I clearly stated on the phone what I wanted to purchase all she had to tell me was they don’t carry that anymore. Sam, the manager of the Rutland Ace, reached out to me and totally understood how our above dilemma occurred. She has instructed all inquiries about oil stain to state that it can no longer be purchased in Vermont. She offered us two ways to return our 4 gallons, neither of which requires a 2+ hour drive to Vermont. We will try what we purchased on our steps to see if it works over oil stain. If so we will keep what we purchased, if not we will return the other 3. Our rating, because of Sam’s customer service, went from 1...

My rating is directly solely towards whoever thought it would be a good idea to eliminate most of their best staff and replace them with younger people who have already quit after a month of being there. One thing that seperated ace from home depot was it's outstanding staff. I knew I could go in or call and someone I knew would have an answer for me. Management has since eliminated a large number of their top employees for some unknown reason. I've seen a few people that have only worked there for a couple months leave. Many of the newer staff members clearly aren't as knowledgeable either. They're still nice etc and I have nothing against them at all. But eliminating most of your seasoned and best staff was...

As a frequent customer I noticed that the Rutland Ace Hardware is undergoing a renovation/reorganization; July/August 2022. Former employees not to be seen. New staff; although helpful seem to be a bit overwhelmed. A lone cashier was on the phone with a customer as I approached to cash out. Had to wait for about 5 minutes. Upon hangup another call came in and was passed off to another employee so the cashier could cash me out. My purchase today was just a can of acetone, which an employee help me locate quickly. Unique items, such as specific fasteners (nuts/bolts/screws); not so much. Curious as to what happened here. I understand a reorganization; although I am concerned about the former...