Elder's Ace Hardware - Halls — Local services in Halls Crossroads

I have bought numerous commercial grade Stihl products from Elder’s Hardware both in Halls and Dixie Lee Junction. My latest purchase was a Stihl HT 135 telescoping pole saw. I bought the product brand new from the Hall’s location. I had the saw just shy of 3 weeks before I was able to use it. During the first use it operated properly for approximately 5 minutes and then the chain stopped spinning. I let it cool down and tried it again and it worked again for 5 minutes or less and the chain stopped spinning again. I did this approximately three times with the same result. When the saw was off the chain spun freely. I took the new machine back to Ace on Saturday morning to see what might be the problem. I had used premixed fuel and Stihl bar chain oil purchased at Ace. Fast forward to Thursday and I had received no call from Ace so I called the store and spoke to a gentleman who said someone would call me back shortly. Two days later I had yet to hear from anyone at Ace so I called back and spoke with a manager. After a week in the shop the new pole saw with maybe 15 minutes of use has not been diagnosed or repaired. All I ask of management is to repair the machine promptly, refund my money or give me a new saw. This piece of equipment cost over $800 including tax. Thus far none of the three has happened. I love Elder’s Ace Hardware but this experience has been a...

My rating was going to be 1 to 2 stars, but the store manager Mr Rutter called me this morning. The problem well that's not important it's the handling of the problem that was important it seems nowadays companies want to find an excuse or pass the buck off to someone else when there's a problem, Mr Rutter didn't try to do that he said this was our fault we dropped the ball and I apologize for it, he didn't try to pass it off to somebody else he immediately owned it that they had made a mistake and done everything he could to make sure both parties were happy with the outcome. This is the type of character that you don't see in many people, much less businesses nowadays. I hope Ace hardware is aware of the type of character Mr Rutter manages their store with he is truly setting an example for the employees that work for him. I look forward to doing business with you in the...

After 20+ years of coming here, today is the last. I've always come here because they treated you like the old Ma & Pa stores did. They would do things the others stores couldn't, or were not as good at. Those days are over. They would not even cut a simple key for me. Told me they will not cut keys not bought there. Well, welcome to the age of no customer services, I guess it was only a matter of time. Next time I need something it's off to Lowe's, or online. I went home and ordered a key machine. I'll make my own copies from now on. So long Ace in Halls. It was a good run while it lasted. Update: Village Hardware 2603 E Governor John Sevier Hwy, Knoxville, TN will happily cut your keys. Glad to find an old school hardware store not...