Hometown Ace Hardware Verrado — Local services in Buckeye

Trishia's unprofessionalism and hostile attitude is the reason for this one-star rating.

Today I went into Ace to purchase another gallon of a paint color which I had purchased several times before and used to paint my entire house. The paint color is Benjamin-Moore, but the base is Magnolia Homes - mixing it requires a few additional steps on the computer, but even brand new employees have been able to fulfill this $60 order politely and without much trouble.

When I asked Trishia to sell me this paint, she refused. Trishia said it was "impossible" for the system to mix this color and base. When I told her I had purchased the paint here several times before and was just trying to keep the color and finish of my already painted house consistent, she told me that was "not possible," that I was "wrong," and that it "wasn't done here," with a very condescending and rude attitude.

After getting nowhere with her, I told her I had an old can of the paint at my house, and that I could bring it in to show her. Trishia laughed, and said she, "would love to see it." She also refused to answer if they would be able to match the paint based on me bringing in the old can/label; instead she just reiterated that I was mistaken.

I drove home, retrieved the old paint can, and drove back to Ace (thanks Trishia). When I reentered the store, another employee was working at the paint desk. I showed him the label, and asked if he could make the paint - to which he responded "sure," and he and a supervisor professionally and kindly fulfilled the order. This would be a five star review if this was my only interaction at Ace and Trishia was off work today.

As the paint was being mixed, Trishia returned, and without realizing the paint was already being made, reiterated that it was impossible, and that I wouldn't be able to have the order fulfilled. I explained to her that her coworkers had already helped me and, much to her shock, that it was in fact possible to mix a paint color with a paint base.

I shopped for a few other items, and as I was shopping I heard Trishia say loud enough for multiple customers to hear, that she "needed a vacation" (unprofessional and unwelcoming but ok), and that she "felt like she needed to punch someone in the face." I was unsure if the "someone" who needed punching was me, or if it was just directed at all the customers in general, but it was loud enough to hear without even being near her. I would just like to buy some paint without being threatened from across the store, but I guess that's too much to ask from Trishia.

This kind of behavior does not make me feel welcome in Ace. It does not make me want to give them my business in the future. This has been the first time I've experienced this level of unprofessionalism and hostility here, so maybe Trishia is just a fluke who somehow slipped through the hiring process. If you shop here, try to deal with employees other than Trishia, or even better, buy paint somewhere else. Sherwin Williams just opened up...

March - 25 Thank you!! The owner of the store called after receiving my message and ask me to call her. I was out of town but we did speak last week and I am glad we talked. I look forward to completing this when I am back in Buckeye.

This review is for a HUGE CUSTOMER SERVICE FAIL! 6 pages of purchase history shown in my ACE REWARDS account in the last two years or so. To be fair to ACE Hardware, they did reply to my earlier 5 Star review just after they opened. The only way to add a review is apparently to add to a previous review.

February - 25. I stopped into ACE Hardware on Indian School in Buckeye last Saturday before the Super Bowl to look at the new RecTeq Smokestone 600 griddle.I have been thinking and researching griddles for about a year and this one really interested me. A friend recently purchased one in Oregon and has had a great experience. So after looking at the floor model I decided to buy one.

The salesman, who claimed to have worked for the franchisee for some time said they will put one together and deliver it Super Bowl Sunday around noon. Well Gabe delivered the griddle arrived on time, but it was the floor model which had sales stickers on the lid and scratches on the side. They DID NOT put one together, as they had said (promised) Now, I suppose my Recteq Smokestone 600 may be considered new, because it hadn’t been used to cook. A floor model is technically used as it has been handled by many and the glue from the stickers and price tag will never come off, as once its on its not coming off, even with ‘goo gone’ and a stainless cleaner. I stopped in the store and explained what occurred to a salesperson. Too bad so sad. I didn’t ask for money back or a credit. I wanted to see how they handled it as I work at a chain of retail stores in MN/WI. I used to run to this store frequently and have been an ACE Reward member for years. Now I will seriously reconsider any thoughts on returning to this ACE Hardware store. It will be difficult to forget my mistake, as every time I use my newish RecTeq Smokestone 600 Griddle from the ACE Hardware on Indian School Road in Buckeye I will be reminded where the price tag had been and where I bought it.

February 2022 -My wife and I just stopped in to our new Ace Hardware and had the best experience. We bought a new Traeger smoker with accessories. Andy and Nate were super helpful. They answered all of our questions and helped us find what we were looking for in other areas of the store too. We just moved here from out of state and the Ace 5 star service was very welcome indeed. I recommend this store but...

Purchased a propane tank couple days ago for an upcoming cookout party. Couldn’t get it to work, ruined the evening. I’ve had issues with the rental tanks before so I thought I’d just take it back and purchase a new one, have it filled/refilled. Hometown Ace Hardware said “no refunds“, “against our policy“. I said you’ve got to be kidding - the tank doesn’t work. I would just rather buy one rather than exchange and go through this again. I wouldn’t have any kind of a hassle from Home Depot, Lowe’s, even the local gas stations, so what is the big deal here? The response I got was “we’re not trying to be those guys” .. Wow, OK, clearly not. They did offer to sell me a new one and fill it, check, etc . - but then they spent 40 minutes confirming this one didn’t work and then trying to “fix” it. I told them I did not want to go this route. So in their response below to offer to exchange tanks omits that aspect.. The response also conveniently omits the fact that they offered to sell me a new one, fill it and be on my way. They ever told me they were spending all this time in the back tinkering around with the old tank to try to get it to work. Once they did, they reneged on the original offer to just give me a new tank and let me fill/refill as I had originally requested. Look, bottom line – I bought something that didn’t work, I couldn’t use and brought it back within two days kindly asking for a refund. I just don’t think that’s ridiculous. If you read their reviews, they have a chronic problem with refunds on anything, not just propane tanks. I called Ace corporate, nothing “helpful” about this store. Corporate listened and were very empathetic, but said local ownership determines their policy. They did add that unfortunately they’ve had issues/complaints against this store for the same reasons. Seriously, if everything is about keeping their money, no refunds and you get screwed – why would you go here? There’s too many other reputable businesses and vendors that won’t go out of their way play games like this. If you have a problem with anything and seeking refund or reasonable resolution, chances are you’re going to...