Ace Hardware — Local services in Denison

Major customer service fail.

Wyfe went into the local Ace looking for a few things. Another customer was walking around looking for things also. He mistook my wyfe as an employee after asking about a product location question. He had no idea where it was, so the loving wyfe walked him over to the location and also suggested looking in the trailer section for a secondary placement of the product in question. As a customer, this is being nice, but as an employee, it is customer service.

After walking the aisle, she passed two employees in the paint section talking about random stuff. Hay, cool, no problem. She then approached the cashier to ask about a product she did not see. He contacted the chain of command to ask since he didn't know. Also, cool, no problem. Do your thing to get the info needed. The lady he called was one of the ones at the paint section standing around talking. After hearing the question, she continued her conversation until she noticed my wyfe staring at her and patiently waiting she told him the location. Wyfe walked over and finished doing her thing.

The issue I have, is if you have time to stand around talking about random stuff, and the employee is presented with a problem, then they should go get the product and bring it to the counter.

Lack of customer service and needs proper training to provide the customer proper service Ace Hardware demands in order to maintain customer retention.

I could care less if your standing around chatting about the color of a yoyo if the store is clean, organized, stocked, and there are no customers. Once a customer comes in, be on point, maintain your bearing and discipline and be...

I needed an item that I have only found thru Ace. I called the store and as usual was told it was not kept in stock. I asked if they could order it and let me know when it comes in. She said she would have to ask the manager. Manager was busy so I said fine just have her call me back. 4 hours later I had to call back. I was told the manager was in a meeting but hold on. She came back and said the manager said I can't order it thru them unless I come in the store and pay for it ahead of time and it would take at least a week. Hung up and called the Ace in Pottsboro. They said no problem and ordered the product without even having to pay for it over the phone. I received a text 4 days later it was in. ...

Multiple visits for plumbing items which they ended up having in stock but it took 3 times of going and getting no help or further set back being given the wrong items and then not being what I needed. The employees weren't knowledgeable in their area. It seems the new store was staffed any means necessary type of situation. The front end employees and MGMT. We're great but the employees were resistant to get help when needed from someone higher up with more knowledge on their merchandise. The store was very pricey and not worth trying to save a trip to Home Depot instead, which I prefer over the new local Ace...