Ace Hardware — Local services in Diamond Bar

Awful customer service and complete waste of my time. I looked for somewhere local to make a spare key for my son’s truck as a Christmas gift. Called Ace and gave them the make and model of the vehicle and was told they had it in stock and to come in. I arrive and was then told they had to special order it and they did not have the one I needed and that it would be in the following Wednesday. I come back The next Saturday to then be told that there was a delay in shipping and that it did not come in. I then wait until the NEXT Friday (now 2 weeks later) and call first this time to make sure it came in and was told yes they have it and to come in after 1:30. I arrive at 2:30 to have the key programmed to then be told by the “manager” that he doesn’t know to work the machine to proceed with making the key and that I would have to come back AGAIN the next morning. I arrive AGAIN today and after 30 minutes of attempting to have the staff make the key I’m told that something is wrong with their machine and she cannot proceed. I’ve wasted 2 weeks of waiting when I could have gone elsewhere because like I said-this was supposed to be a CHRISTMAS GIFT! I’m offered a refund but then told that it will take 3/4 days for it to clear with my bank. And not once did anyone except for the last girl who attempted to make the key apologize or give any kind of sincere customer service for wasting my time. The lack of empathy or customer service from everyone here...

I went to the Ace store in D'bar couple of weeks back to return something and the customer in front of me laid his goods on the counter and told the cashier he had to go back for more. He came and put a few more things n then asked the cashier where he cud find something he wanted for his bathtub n left again to go find it. After waiting patiently thru all this I then asked the cashier if she cud finish my transaction n her reply was "I'll ring you up when I'm ready". That's when I got really mad n told her 'you expect me to wait till this man goes around the store looking for things and getting them one by one?' She then proceeded to attend to me and when she was done stepped back to look at something and I asked her 'What's your name?' she pretended like she did not hear me and I repeated it louder and she replied ' it's on the receipt' and then told me 'BIANCA' (after realizing that it's not there on the receipt. I later called and was complaining to the Manager when I got cut off, I called again and another Manager answered and I proceeded to tell him the reason for my call and he said 'ya I believe you were talking to my other manager'. And all the time I was telling him about my complaint he just went huh huh, like I was telling him a story. No apology or any regrets at all. I really wish I could get hold of the telephone nbr. of the owner of...

Just to put this out there...I worked at this store when I was 18. I am now 58 and cannot get over how things have changed, and not for the better. Mind you, I have been in there several times since then and it saddens me how poorly patrons are treated. Today was the final straw for me. The cashier was rude, had her feet up on the counter and a mouth full of food. Granted, people do need to eat. However, when a customer walks in the very least you could do is put your food down and greet them. The only thing I was greeted with was dirty look. When I asked where I may find what I was looking for all I got was a smacking mouth full of food and a shrug. Once ready to check out, I could not believe the way an elderly couple was being treated after asking a simple question. I was the one to answer the question for them. She apparently didn't care for me doing so because when it came time for me to check out, she said not a single word. She simply pointed at the total and slammed my receipt down on the counter. They just lost yet...