Ace Hardware — Local services in Cottonwood

I love supporting local guys instead of the big box store in town. After today I doubt I will ever set foot in your store again! I hope you choose to right this wrong.

I had a $10 off $50 Ace Rewards coupon. I picked up several things totally $62.15 before tax. The coupon didn't come off! Apparently there was a $1 coupon that applied because I bought 2 bags of salt. I didn't want or even care about this coupon, I just happened to need 2 bags!

So because of this $1 coupon your manager on duty (Matt maybe, started with an M. Employee since 2019!) said I couldn't have the $10 off. He gave me the coupon back! I couldn't believe it! I don't want the coupon, I want my $10 off! Any logical person of integrity would realize that is the correct action!

A good manager would have found a way to credit my card or hand me $10. I worked as a retail manager for a long time and this is some of the worst customer service I have ever encountered (and that is saying something!). You guys are known for being better than the big guys at customer service but this certainly doesn't reflect that!

My wife and I like your store but we will never come back unless you make this right, if you want to lose thousands of dollars over the years over $1 then that is your call. You...

I've avoided shopping at the Cottonwood store for 40 years. They're expensive. Upon entry, a teenaged door guard will intercept you, insist that you leave your pocketbook-sized daypack behind the counter, and order you to leave if you object. The employees have always been not just incompetent but extremely rude. If you can FIND someone, they know nothing about the merchandise. Everything's locked behind glass, and no one has the key. If you have the audacity to complain, first they will offer excuses, then they will call the manager who will come running and threaten to call the cops, even while the cashier is ringing up your order. The "do-it-yourselfer" is seen as an undesireable nuisance. Small wonder that Ace is usually the emptiest store in town! They are NOT the only store with similar merchandise, but apparently they think so. I only consider shopping there when I can't get something Anywhere else. From now on I'll just order online. Ace just isn't worth the aggravation. Even Walmart is preferable. Ace Hardware in Sedona and the one in VOC are much better. I don't mind shopping at either store, but they're quite a bit...

I found my ACE Hardware very shortly after moving to Cottonwood nearly two years ago. I was used to my nearby ACE in the community where I'd lived previously and always prefer to start there instead of wandering around the big-box store. It's within walking distance of my home and I frequently do walk down when shopping for a few smaller items. The staff are so very helpful & genuinely friendly.

Working as an artist, I'm constantly designing some project or another. I love that the employees are so collaborative, taking the time to understand what I'm trying to accomplish, and then employing their knowledge of their inventory to meet my needs.

Because my mind is always so busy designing & determining additional needs & I really prefer supporting local merchants, I'm in my ACE Hardware typically several times a week. My only complaint is the snarky employee who seems to take great delight in pointing out my "daily visits." I have to wonder how her employers would feel about her making customers feel their frequent purchases...