Ace Hardware — Local services in Aurora Township

Knowing that the website is often inaccurate, I called the store because it said online that the item I wanted was in stock, but I didn’t want to drive 45 minutes and be disappointed. I explained that I had already driven to a different Ace Hardware because the website showed that a store closer to me also had the item in stock, but when I got there I was told that it was discontinued but they have the replacement for it under a different part number for $50 more. I don’t fall for bait and switch, so I left that store, and called this Aurora store and was told that they did in fact have the correct advertised product in stock. After driving 45 minutes and arriving I was told that they were mistaken, and although they had said they checked, they only checked the computer despite my asking them to check physically. They then told me that I can drive an additional 20 minutes further out of my way to yet another store that supposedly had it in stock. This is why despite my best effort to patronize local businesses, and shop at brick and mortar stores as opposed to Amazon, local stores will still fail and close. Customer service no...

I believe that this Ace has the worse customer service I have witnessed in many many years. I always have to ask for help, it is never offered. I am completely ignored. When I do ask for help, the staff acts as if I am bothering them. There have been several times in the last year that I have asked if they have an item and am told that they don't carry it. I have always ended up finding it on my own anyway. Today I intended on purchasing a drill and stood in the power tool section for twenty two minutes. Several employees walked past, looked at me and kept walking. I stood there so long because I was curious if anyone would actually help me. I ended up walking out without a drill. I purchased one at Home Depot, down the street, for less money. I will not be returning to this Ace...

Normally helpful, and great. Today after waiting 5 minutes to get someone to make a key, that's after pressing the help button on the counter. When someone actually showed up he had to radio for help and was told to tell me to come back after 4pm. I wasn't not going to go back after 2 and half hour wait time for someone who knew how to make a key. Not likely to go back for anything. If they can't train their employees, what's the point. At least this time the grumpy old man wasn't there following me around like I was stealing. I purchased a piece of wood the charged me twice on and said I would be called in the morning. It never happened and I'm out money but...