Rocky's Ace Hardware — Local services in Agawam

I ordered 22 items from website, all showing in stock at store and available for curbside pickup in 15 minutes. Once order was received I got an email stating that my order was « Once order was received. I got an email stating that my order was « not yet ready. « upon reviewing the details of this email. It was disclosed that two of the items were in fact not ready for pick up and not at the store. The expected date that I could pick them up was a full week later. I then canceled those two items and continued to wait. After three hours had gone by I went back to check the progress of my order. At that point it showed that all of the items on this order or in fact, not ready for any kind of curbside pick up, but that I would not be able to pick them up for another week. I contacted customer service at that point, requesting some clarification on their « . At that point it showed that all of the items on this order or in fact, not ready for any kind of curbside pick up, but that I would not be able to pick them up for another week. I contacted customer service at that point, requesting some clarification on their « curbside pick up « « and this was the response : Thank you for contacting the Ace Care Center. We always strive to provide amazing service and have taken care of your request. We can just provide an estimated date and if the website told you it was on stock in 15 minutes that for the pick up orders the delivery date is depending the delivery schedule of the store. After that can be that the store realized they didn't have it on stock so they change the status as coming from the warehouse, and every store receive a truck at least one day every week. I see half of the order is cancelled by your request 46974783-46974846 but the other half not, that is a pick up order 46974783-46974845, that is coming from the warehouse. Please let us know if you want that we cancel that one two. If you have any further questions or concerns, please contact us. So I then went back on the website figuring they must have realized they don’t have it in stock. When I searched for these items again, once more, it said in stock and available for curbside pick up in 15 minutes. It looks like Ace has a policy of lying to its customers until after the sale has been completed. If you want a company that actually delivers on its promises, you’d best...

First time in over a year I've been to Rocky's ACE Hardware in Agawam. Wanted to take advantage of their 50% off Black Friday deal. The front door has a REMODEL SALE banner hanging over the front door as of today, November 26, 2021. The store is almost empty. Looked like a going out of business situation. Huge sections of the store with zero product. Walk in the front door and there's a large display with 50% off items. Doesn't appear the store is being restocked. Short on staff. Usually in any Rocky's ACE Hardware there's plenty of staff throughout the store. Who supposedly was staff weren't identifiable as being with the store. Not wearing anything identifiable that they're staff. One teen was removing price tags from empty shelves, no name tag, no Rocky's uniform, wearing street clothes and a teen cashier the same thing and wearing a flat brimmed skateboarding hat, no name tag, no Rocky's attire. Very odd. The teen cashier was not customer service orientated whatsoever. I needed a price override and he refused to do it. I said "fine, I'll take my business to your Westfield store"...he looked at me confused and then the other teen male cashier named "Jiltin" intervened and took care of me and he was 100% identifiable as a Rocky's staff member. Very unusual atmosphere. If they're doing a legit remodel they ought to just shut the whole store down and gut it. It seriously looks like a going out of...

The worst experience I've ever had at a hardware store. I wanted to buy a simple tack cloth for sanding, the young woman didn't even know what it was, then she just looked it up on their web site and looked mindlessly up at the shelves with me, and finally said, "The computer says it's in stock, but I guess we don't have it." Then I wanted to buy a smoke detector. At least 3 people, either teens or twenty-somethings, said, "do we sell smoke detectors?" Then, one of them disappeared, as though she were looking for one. 5 minutes later, I gave up waiting and bought the only things I could find there. A piece of sandpaper and a paintbrush. As I was walking out, the girl who went looking just walked out from a random aisle, didn't follow up with me, even to say she couldn't find it, just stood there, as I tried to get her to make eye contact with me. Maybe try educating your staff or equipping them with tools to find the things they don't know about. I'll never go back. I recommend you...