Verde Valley Hardware — Local services in Cottonwood

I prefer to shop local and buy USA products whenever possible, but I’ve now had 3 encounters with one particular employee that are disconcerting. Having just moved to Cottonwood, we were unfamiliar with the store layout and found an employee stocking items in paint supplies area, sipping a beverage and chatting on her phone. We moved so as to make eye-contact and she literally turned away, not saying a word, gesture or acknowledgment. We found a drill, unfortunately at the time the selection we poor but we selected a corded drill. After getting home, we removed it from the box and is was heavy, too heavy for light jobs around the house. Never used it, and we returned it a couple days later, with the receipt. Again, the person at the counter was the same young lady. I presented the receipt, and she noted on the receipt it stated ‘no-refunds’ and this policy wasn’t posted in a visible area where I selected the drill and during check out. I didn’t review the receipt at checkout, however we purchase over $250 of goods. I reiterated it was never used, and it was too heavy for my tasks. Nope, no return, ‘that’s the policy.’ I asked to see the manager, who came to the cashier’s station and after she informed him of my request he asked why I was returning the item. I pulled it hefty drill out of the box and handed it to him… which he fumbled a little as it was heavy to handle. He politely granted my request. This last encounter, again at checkout I was returning a trowel while purchasing other items. I had my receipt, explaining I didn’t use the trowel, putty knives I had worked just fine. She began critically examining the $4.59 trowel, saying ‘it has been used’ and the price label was removed. I reiterated I hadn’t used the trowel, but I did remove the price label anticipating I’d use it… she kept examining the trowel, and I said ‘I told you I didn’t use the trowel, why are you continuing to examine it’ and she curtly sad, ‘it’s our protocol, sir, it’s our protocol to check every item returned.’ Frustrated, I said ‘protocol?’ And she mumble loud enough for me to hear, ‘jeez’ and a big sigh… then she put the item down and completed the transaction, asking if I’d like to have the refund receipt and donate the change balance to a children’s charity. Interesting transition. The folks at Camp Verde ACE knock it out of the park with customer service, so we’ll hit the big box store or travel to the...

I have shopped at this store for over 12 years, preferring to support a local business. I was willing to pay more and have a more limited selection because Ace focused on customer service. When you walked in the door, someone asked what you needed and took you to the right place in the store. They even offered good advice when you needed to make a selection. They even had free popcorn and it was like a modern, but old time country store. They have now reorganized, moved the check out counters behind a group of shelves so they are hard to find for new customers. The old counter area is now filled with odd shelves and bins, with no real purpose and specialty. I have never looked to see what is there. On April 28, 2016 at about 3:00 PM I went there to buy a bath fan, irrigation controller and landscape light clock - about $ 280 worth. No one greeted me and I could not find an associate to help. One was engrossed in a personal conversation and three younger persons literally ran away. I waved my arms and called to them, but they turned their backs and walked away. I left, went to Home Depot where I received the help I had expected at Ace Hardware and got everything I needed. Ace Cottonwood - you have changed your business model and lost your MOJO. I will...

I love supporting local guys instead of the big box store in town.

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! There was a $1 coupon I didn't know about 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 don't get 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 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 for $1 then that is your call. You...