Ace Hardware of Bird Road — Local services in Coral Gables

This used to be my go to Ace Hardware store since they first opened; until I tried to exchange a defective sprinkler I only had for five weeks a few months ago. After many purchases over the years, this was my first visit to exchange a defective item. The associate that I approached handed me off to the South Asian supervisor(don’t know his name) who refused to take back or exchange the sprinkler stating that after 30 days they don’t do exchanges. I had proof of purchase plus the package even stated the Ace Promise that if the item doesn’t work the customer can return for a refund or exchange without limits. He was very hostile and loud creating a scene instead of providing exceptional customer service that I expect from Ace Hardware stores. I challenged him regarding the Ace Promise and he then agreed to exchange the sprinkler reluctantly, grabbing the defective product and tossing the new sprinkler on the counter and refused to provide me with a new receipt. I was extremely embarrassed, not just for myself, but for the other customers and employees. My experiences with the staff had always been pleasant and polite that’s why I rated two stars and not one. I have had many encounters with this supervisor over the years without incident, but it only takes one bad experience to lose a customer. I was a loyal customer since the store opened, but now refuse to go again and instead go to the Ace on Dixie Hwy and SW 80 St where the staff...

I ordered 2 products on line and used the option of curbside delivery as indicated on the website. An email was received to advise one item had been delivered and ready for pickup. Upon my arrival I placed a call to the store number and requested curbside delivery and was advised that that was not something they offered. After a discussion with the sales associate (who asked someone) was again told they would not do curbside. Mind you I was right in front of the store, item was paid for and would have taken 20 seconds to deliver to me. I am handicapped and ordered from this store because of curbside. As I had made the trip and it already paid, I found a parking place got out of the car, walked to the store and picked up the small purchase. As this employee was new gave him the benefit of not knowing store policy. On my way out asked him to recheck. He raised his voice across some aisles asking the question. Several customers were in the store and he spoke to ‘Carlos’ . Carlos refirmed that was their policy. When I spoke about website etc, Carlos said that he couldn’t control that and would he like me to do? So very rude, did not approach me, or respond in any helpful manner- but with attitude of too bad. I raised this issue with corporate customer service and was that each store was individually owned and not individually managed. So my response and recourse is not to shop where customers are not appreciated and treated...

I'm giving this store one star because Ace is known for staff helping customers what items they're trying to find. I usually shop at the Ace hardware store on 80th and US1 in Kendall. When you enter that store immediately how can I help call someone to whatever department to purchase an item from. However when I walked into this store on Bird road there were two employees staff Ace hardware shirts I asked him for help in trying to find a particular type of screw simply pointed to the aisle number two which is where screws were located I had somewhat of a difficult time finding exactly what I needed but none the less I accomplished and found what I was looking for. I then went to the cash register the clerk did not know the price of the screws I have been an ace customer for years and always an employee accompany you and rights on a brown paper bag the quantity and price for item. In this case I had to go back from the register with one of the employees who was doing nothing and then accompanied me to write the item number and the total. So I'm giving the store one star because their service is terriblethey have staff employees standing around doing nothing when they should be taking care of their customers so they can get repeat business. The only reason I stopped there is because I was in the area but I will never go visit the store again. I suggest to anyone who is looking for an item that they may need help with do not...