Merlins Ace Hardware — Local services in Chanhassen

I generally shop at the Ace Hardware stores in Minneapolis where excellent customer has always been the rule, not the exception. But Merlin’s Ace Hardware has to be one of the worst customer service experiences I have had in recent memory. I stopped in for some stain and brushes on a Sunday afternoon. The three sales associates hanging out by the front register all worked very hard to avoid eye contact when I entered. No offers to help as I walked in. When I approached one of them to ask if they carry a particular brand of stain, I wasn’t sure if he even worked there so I asked him if he did. His response was:”sometimes” followed by silence as he avoided eye contact. I then asked if they carried the brand I was looking for and he said “yes”. But again, that was it! No offer to show me where it was, no offer to help - he just stood there. Then I asked him is he could show me where it was and he grudgingly walk off without a word. I wasn’t sure if he was going to show me the stain or if he was just walking away. I followed him and he took me to the stain.

Super rude, unwelcoming and unhelpful staff.

If I lived in Chanhassen, I would avoid that hardware store like the plague…who needs to put up with that kind of grief when there are plenty of other...

Not all Ace Hardware stores are similar. Merlins is truly ACE and has been for decades, with extremely knowledge customer service oriented staff always clearly communicating at the level of each customer on seemingly all types of enquiries! Today, for instance, I decided to buy a small shovel which doubles for garden work and the experienced employee suggested on shaving down the blade so as a chisel and shovel to chip and shovel ice at the edge of my garage -- and I did just that this afternoon! On all occasions I have requested clarification be it on projects or the huge number of products from any staff, each conveys thoughtful and clear understanding and communication I understand! All customers I chat to agree Merlins is fully reliable and each have their own experiences they quickly...

Updated review from 5 stars to 1. Most seasoned employees are helpful and friendly. Since January, I've spent hundreds as we refinish a room. Today I came in to pick up a plumbing part. I interrupted the long haired employee during his grill display set up and asked the location the part. He directed me to the last aisle, saying it was around four feet on the right. He watched me pass the location. Then said "you went too far", demonstrating HOW to walk four feet. Said "this is four feet." I said I'd missed the part, as it was "hidden in plain sight." (Joking.) He said "no its not, it's in plain sight." I just wanted the part, not a sarcastic pantomime complete with narrative. I WON'T BE BACK. Thank your employee for the...