Villa Park Ace — Attraction in Villa Park

I spoke with one of the managers at VIlla Park Ace a little while ago. I was calling to let him know about an incident that occurred on Sunday. I walked up to the store to have a key made. As I walked by some equipment on the sidewalk I misjudged where the 2nd machine was sitting. I caught my foot on it, another customer, someone I am familiar with) asked if I was OK. I responded that it got me. I realized later that I may have actually broken my toe. I stopped into the store yesterday to pick something up and mentioned to the gentleman who helped me what had happened. His response was, "that equipment is usually pushed back against the building" not I'm sorry that happened or any other show of concern. I actually put back the item I was going to purchase because I was angry about the lack of concern.

I called this morning to talk to a manager about the lack of concern that a customer had been injured. The reaction of the manager was no different! When I relayed what had happened there was dead silence on the other end of the phone. When I called him out on the lack of concern he told me "he was having an issue with tinnitus in his ear and was having trouble hearing me." THEN SWITCH THE PHONE TO THE OTHER EAR! (This was that same manager I spoke with about a rude employee. His excuse for the silence on the other end of the phone was "the employee is standing next to me." Put the call on hold and go to the office to continue the call!!) At that point I was so frustrated I didn't pursue it further with him and told him I'd write a review letting others know there seems to be a lack of concern by the employees and management for the safety of their customers.

I just wanted to let management know so they could talk with the employees about how to handle things when a customer is injured at the store. Instead I will not shop at Villa...

Went to buy a box of lag screws, was going to do in store pick-up and figured ill just walk in a grab them. As im waiting in line, the checkout girl (Olivia i believe?) is being very rude to the customer in front of me, who is buying like a bag of misc. nuts and washers (maybe $3 worth) and shes literally nitpicking and having some other employee go check every price the guy wrote down on his baggy like he was trying to pull something. So I figure "good thing I got just a box of screws!"

I get up there, and immediately shes got an attitude when the price rings up incorrectly, I show her ACE.com and the SKU's match, and she shrugs at me. I tell her, you dont honor your own website price? She says nope and just stares at me. I asked her, ok it says online I can order for in-store and itll be ready in 15 minutes, ill get that price then, correct? She says, "Yeah but, it's going to be over an hour." To grab a box of screws off the shelf that I already brought to you? So finally I asked for a manager, whom was an older man (didnt catch his name), he begrudgingly matched up the SKUs and finally just wrote the correct price on the box. She didn't, nor did the manager once apologize for the inconvenience, they acted like I was a giant pain in the behind for literally just purchasing a product.

Dont go here. Drive 5 minutes to the Lombard Ace on Westmore Meyers. Riddle me this...how can a place that sells products, not food ...be a difference of half a star on just the other side of town? 4.7 vs. 4.2. Are the nuts and bolts and screwdrivers nicer in Lombard? 🤔 Seriously I've been going there for years everyone is very nice and kind, and I had to grab one random thing from the Villa Park Ace and I will never be...

I called Ace in Villa Park on St Charles and Villa and asked if they warranty Craftsman yools, I was told yes which makes sense when the tools have a lifetime guarantee. I drove there with my broken ratchet and even had a younger gentleman associate grab it for me. I went to counter after being told it would be waiting at counter. The sweet lady at counter called an overweight manager who needs to relearn customer service. This individual called another manager because despite the fact the ratchets were identical their stock number was different so they would not warranty item. I cannot believe I made mistake of coming to this tiny mom and pop place hoping I would get the customer service you don't always get from the big chains, like Home depot or Loews. I was VERY wrong, the goofball handing me back my ratchet and said the other manager says we can't do it because stock numbers don't match, I asked him if he was serious? He said I don't make the rules. No question why everyone goes to Home Depot, this is a very poor way to take care of a customer. I am a Diesel technician who buys a lot of tools, looks like I'll be buying them from the bigger stores that will step up to help the customer, you know the people that pay your bills by spending money. Nice going, customer is reason you're there, this is one customer who won't...