Helpful ACE — Local services in Coos Bay

I have shopped at my neighborhood Ace wherever I have lived for many, many years where employees smile, are happy to help, and where I have felt comfortable shopping. My last several experiences with the Coos Bay, Oregon store have been deplorable. I have never encountered such rude employees at any store in my life; so unwilling to help and just with an outright rude behavior.

I ordered a Shop-Va c via telephone with a female on Thursday, June 26, 2020. She informed me there was a possibility that it could be delivered the following day and if not, on the following Wednesday, July 1. I called the store on that following Wednesday afternoon and was told in a nasty tone that if I didn't get a phone call that morning it didn't come in. I called again on Friday, July 3, when Liz answered in a nasty tone and immediately transferred me to a male who informed me if I didn't receive a call it hadn't arrived. I told him when I ordered it and it should have arrived. He said only Jack could look it up and that Jack wouldn't be back until "next Saturday." I told this man I needed to know when it would be arriving, and that if it wasn't arriving soon I might have to cancel and purchase elsewhere.

I stopped in at the store on Tuesday, July 10, and asked the woman (Kylee) at the front counter for the order number so that I could track it. She called someone in the store and informed him what I needed. She then left the counter, walked down an aisle adjacent to the counter, and came back with the exact Shop-Vac I had ordered. I can only assume that was the item I ordered, and someone just put it on the shelf without calling me.

Prior to this purchase, I have encountered some helpful employees there, but because of this recent experience, I will shop at True Value for all of my local hardware needs in the future,

Overall, I give this store a score of F-. The Coos Bay Ace is NOT the...

I WILL NEVER DO BUSINESS HERE AGAIN THEY ARE THE BIGGEST RIPOFF PLACE!!!

I will explain why and what happened, from the day I went to rent a generator. They told me that it was going to be 50.00 per day. So when I went to pick up the generator I got there at 1:30 pm and they said that the generator needed to be back at the store by 6pm the same day, other wise they would have to charge me for another day. The last time I checked a day was 24 hours. So they charge my card for 50.00 for 1/2 a day. I rented for 4 days. But every day after that I called and said I would need it for 1 more day. Which turned into 3 days. On the last day the rental guy said that if we didn't get it there by 6pm. To just make sure to be at the store first thing in the morning to return it and he would not charge us for a another day. But when I got there in the morning at 7:30am. The guy I talked to was not working. But I dealt with a guy named Eric. So Eric took in the generator and we went to close out the open ticket for it. And Eric charge me for another day... when I realized what he had done. I got really upset and Eric called Mike the manager to come down and do the refund. After I explained to Mike he told Eric to give me a refund of 75.00 but Eric only gave me a refund for 40.00. and before Mike could get back down there Eric closed out the ticket so that Mike could not see what Eric had done. They told me that they can't reopen a closed ticket. I'm so mad. I don't ever want to do any more business...

On August 23, 2020, I experienced superb service and friendly help from several Ace Hardware employees, ranging from cashiers, to in-store helpers who knew where items were, to the young man who helped load wood and cinder blocks into my car. One concern, however, is that the store does not take Covid-19 precautions seriously. Two cashiers wore their masks below their noses, and one customer with an attitude stomped around wearing no mask at all. This customer was allowed to line up and buy things, in a busy store, despite the fact that all other customers were complying with the mask requirement. It would be safer for customers if the manager would require employees to enforce mask-wearing by customers -- just don't let them in, or kick them out, if they refuse to wear a mask. And employees should learn that wearing a mask around your chin doesn't protect customers...