Rocky's Ace Hardware — Local services in Fairhaven

I ordered and paid for items on the website and had it sent to my local store in Fairhaven. I received an email saying it had arrived. Brought my email to the store and was told it wasn't there. The clerk even though nice said to go home and call the 800#. Why wouldn't he have called right then and there? I went home and called the 800. The first person put me on hold after my explanation and was on hold for 20 minutes and then disconnected. Called back in spoke with someone else and was put on hold for 20 minutes and then disconnected. Happen three times and none of them called me back or emailed me. I went to the corporate office which there are two. One of the locations the exact same scenario. Disconnected both times with no call back or email. Emailed the other corporate office with no response at all. Not one person in this whole scenario took the initiative to find out where or when my PAID order was or when it was coming in. Customer service is abysmal and it's obvious no one from the top to the bottom in that company cares. This could have been corrected so easy and everyone would have been fine if someone put a little...

I received terrible customer service from Rocky's Ace Hardware in Fairhaven, MA on a recent online transaction store pickup order that I placed.

Order was placed June 9th @ approx. 2pm EST… a full 24 hours later I had yet to receive an email confirmation that the order was ready for pickup… despite the fact that all items in my order were in stock and readily available for purchase.

Only after I personally called the store, was placed on hold & explained the situation to two different people did I finally get some sort of verbal confirmation that the order could be picked up…

Why even bother with offering online ordering / store pickup if your stores cannot support it?

Why do I even bother trying to support "local" (owner has 20 stores so not sure he has a real claim to being a local business owner) neighborhood hardware store chain when, despite all of their faults, Lowes and Home Depot can at least turn around an online order in less than 24 hours?

Needless to say, this is my last dollar spent at Rocky’s Ace Hardware in Fairhaven, MA…. and any other Ace...

I enjoy coming to Ace. Management is always friendly and greeats with a smile. However, at the Fairhaven location this past week. An associate that was rude beyond belief made no attempt to assist or satisfy my needs in any way. In fact it was quite the opposite. This associate " Catherine", did nothing more than try to deter me from ACE. With any product, she insisted they did not have. And stated " this place is too expensive, you should go to home depot. They are bigger and way less expensive". I am sorry but no, i am a craftsman man. I am well aware that i get what i pay for.including the warranties behind their products. I am just baffled that this woman. Would rather push business out the door in to competitions...