Burggraf's Ace Hardware — Local services in Cottage Grove

Poor experience. Item was shown “in stock” online. Had 2 small children with me. Found spot on wall where item should have been. Waited for associate. Made eye contact with 3/4 who saw me waiting in same spot for over 15 minutes with small children and still offered no help. Finally I sought out an associate who then went and stared at the spot it should be. Another female associate, who I can confidently say was the least helpful tool store employee I have ever encountered, finally went to check stock in back. After 30 minutes in store, I was informed that maybe they sold it yesterday. I Was planning on making a few hundred dollar purchase. Every other Ace I have been to has associates asking to help you within 30 seconds of entering; I came to this store at the recommendation of another Ace. Poor customer service is why smaller stores will continue to lose to large tool stores who do push a lot of emphasis and training on customer interaction. I will not be back...

Preface: I ran retail stores for 15 years. I know all about how exchanges and returns work and how you to take care of the customer. Today my wife went in to exchange spay paint. Exact same brand, size, but different color. She bought 3 cans in June when there was a sale for $1 off each. She went to exchange those cans with the new colors, but because the sale was over the store was going to charge her $1 more per can. Again same exact brand and size just a different color. She showed them her receipt and they said the sale was now over and she would have to pay full price. That is NOT customer service. You exchange the paint for the price she paid not charge her $3 more because the sale is over. It was not even about the money but the principle of the situation. Terrible logic in service. We took our refund and went to another store for paint. May want to coach up the service aspect, manager...

My daughter and I stopped in one night to get some items for a gardening craft project we were working on. Unlike larger hardware/garden centers where it is difficult to find someone to help find items, at Ace both employees on hand that night offered to help find items we needed. They walked us around the store and showed us where to find everything we needed. When they did not have an item we were looking for they brainstormed an alternative material to use that we could purchase that night. They wished us luck on our project and were so very helpful. It was a great experience for my daughter and I. I appreciated them taking the time to help us on such a simple project. The personal touch at the store made the experience so much better then running...