Douglasville Ace Hardware — Local services in Douglasville

I gave this store 5 stars based solely on service. I went there yesterday (Thursday, November 7th, 2024) to get a key cut from an impression key I made but they were not able to cut the key. However, the two employees I encountered were beyond helpful and super kind and respectful. The young lady at checkout initially offered to help but realized that she was unable to provide assistance based on the type of key (vehicle) I wanted made. Unfortunately, I did not get her name but she worked the morning shift, was super professional and friendly (even paid me 2 compliments). The kind gentleman at the Key/Paint counter couldn’t cut the key but offered to help me find a place where he thought in Lithia Springs who might be able to help. This gentleman even went as far as pulling up the location on google and showed me the exact store so I didn’t get lost or end up in the wrong place. I have to say, that when I first entered this establishment, I did not expect that type of service but it was exceptionally nice to feel welcomed and treated with respect. I will definitely return to this store in the future should I have any hardware needs. I also encourage others to visit this store as well if you are looking for hardware needs and beyond. Trust me, you won’t be disappointed with the service. Great job Douglasville Ace Hardware. I hope you are taking great care of your employees because they are the kind of people you want managing your...

I gave this store 5 stars based solely on service! I went to the store three week ago to purchase a lawn mower however, the gentleman by the name of Travis "Stick" Eaton impressed me with his knowledge and I walked out with a zero turn instead. The gentleman was far beyond helpful, kind, professional and more importantly respectful. During checkout he quickly realized that he was unable to complete my purchase based on the type of payment that I wanted to make. Once the issue was resolved, I was able to purchase the zero turn that I wanted. Without going into further details, I wanted to give a major shout out to "Stick" for being the professional that he was by not giving up on customer service. I have to say, that when I first entered this establishment, I did not expect that type of service that I got towards the beginning of my purchase, but "Stick" exceptional professionalism and dedication to his work and customer service, he made me feel like I was a priority and eased my worries about my purchase. I will definitely return to this store in the future should I have any hardware needs. I also encourage others to visit this store as well if you are looking for assume customer service for all of your hardware needs and beyond. Trust me, you won’t be disappointed with the customer service that they provide. Great job Douglasville...

For efficiently and needing product quickly I ordered and paid for it on this location's website. Received order confirmation and was instructed: "Don’t go to your store just yet! We’ll send an email when it’s ready to be picked up..." After waiting, I received msg "Hello , Your order is ready for pickup!" Drove over to the location only to find that the order was not ready and had to WAIT for it to be prepared. This was a disappointment and somewhat frustrating. Thought I would let store manager know, that in a this process is not customer friendly, efficient and is an irritant. What I received back from the manager, from my perspective, boiled down to 'I do not not care' and the manager literally hang up on me while I was still speaking to him. No customer service care there. I would have been reprimanded if not fired if I hung up on a customer that called in to express a concern. This manager literally trashed Ace 's slogan "Ace is the place with the helpful hardware man" If a manager behaves this way how can encourage great customer service to the employees. Even if you can not change the outcome, you never disconnect call in the customer's fact. Will NEVER use this...