ace hardware — Local services in Culver City

This was my first and last time ordering a item from ace hardware. I place my order so I can pick it up at a store and was informed by a ace hardware employee that my item had arrived and ready for pick up. I go to pick up my item and I’m told that my item was canceled and that I have to call customer service. So the manager at the store didn’t help at all. So I go head and call customer service and I spoke with a agent at didn’t help at all he kept putting me on hold the whole time and when I asked for a manager he said for what. So he puts me on hold for about 30 min only to come back and tell me that the manager was busy and couldn’t take my call. Then he puts me on hold again and my call gets sent back to the system where I’m waiting to speak to a agent again. I was waiting on that line for a long time until I got my other phone and called customer service with it and got a agent right away. So I spoke with agent and she informed me that my item was canceled because the warehouse had run out and didn’t now when they would restock again. But I was told by the other agent that had me on hold the whole time that I can place a new order online and have it shipped to my house if I pay for the shipping. So I asked him if the item was in stock and he said yes it was. Just not for store pick up anymore. So the only way I can get my item is if I pay $20 shipping fee. So I once again I ask the new agent to speak with a manager. She puts me on hold and comes back to tell me that there’s no manager that can take my call at the time. So she gives me a incident report number 4529302 and that a manger will be reviewing my incident and giving a call back. A few hours later I get a call and I wasn’t able to answer the call. She leaves me a voicemail telling that the item was canceled and was out of stock. So I decided that I will not be shopping at Ace Hardware anymore I will not be referring Ace Hardware to anyone. Worst customer service ever they didn’t even try to resolve my issue. I will be posting this online and anywhere it can be seen. Thank you for your help ace hardware customer service and management for the...

Today, I only needed 8qty rivet nuts and 8qty screws size 10-24. A middle-aged man helped me and charged $20.99 ($1.39 per rivet nut, .99c per screw + tax). It seemed extremely high, so I questioned it. He said it was correct. Since I was rushing to an appointment, I thought, although high, maybe it was acceptable (?) so I chose to pay the amount, and would look into it asap. After some quick research, I came back an hour later. I gave him the benefit of the doubt and mentioned that I thought he may have accidentally overcharged me, he said he didn't. When I stated I wanted to return them, he said there was a 20% restocking fee. Really?! I asked where on the receipt it stated that amount (nothing). He directed my attention to a sign in the store, which said 10%. I pointed that out, he hesitantly came around to confirm, acted puzzled, and quickly said they raised it to 20%, but grumbly honored the 10%. While processing the return, I told him that I found a bag of 100qty rivet nuts selling in many places online for $10. He shot back an attitude like "so"? Now, I don't mind an upcharge for an individual piece, especially at a local business, but 14x more (& .99c for one screw)?! In my opinion, restocking fees are often absurd, especially on already overpriced items, with no repacking needed, etc, but fine. And finally, just zero concern for customer satisfaction, his attitude from start to finish was off putting. I never leave reviews, but this exchange bothered me enough to do so. After reading several here, sadly, I'm not the only one with a disappointing, overpriced experience. I'm also joining the others who won't be...

Normally I love Ace Hardware, but I hate this place. I don't think I've ever said that in a review before. Every time I go in this store, which isn't often because I hate it but sometimes I just need something hardware related, they somehow make my life more difficult. Never mind the visceral anxiety I get as soon as I walk in because it's so cramped, crowded and dirty, but the part they are impossible on is that it's as if they aren't actually an Ace Hardware. They don't honor any pickup prices you get from Ace online, despite Ace saying you can definitely pick it up there, and they don't honor Ace returns. So you have an Ace return, they say absolutely not. And then to boot, when you ask these questions or any questions, it doesn't matter who in that store I ask, I'm met with the same scowling attitude and argumentativeness. I don't even know how it's possible that every worker in a store can be so equally wretched. Probably because you'd have to have hoarding tendencies, at a minimum, to tolerate working in that cluttered disaster of a store. When I walk in there (which I'll never do again now...lesson finally learned), without question, I remember why I don't go there and I leave angry. I truly think they need to stop paying their Ace franchise fees or whatever it takes to be an Ace store, save their money, and be their own store. I wonder if Ace actually knows about them and about how they literally don't participate in a single thing Ace offers. Trust me, it's worth the drive to go to ANY OTHER...