Allred's Ace Hardware Lone Peak — Local services in Highland

I would NOT recommend purchasing paint from Ace Hardware in Highland.

I’ve purchased close to 40 gallons of paint from Ace in the past several months.

I have a large house and was incredibly diligent about paint selection. I hired a decorator, viewed parade homes, viewed other homes, bought 20 different samples of paint and painted them on cardboard cards. Took the top four and painted them on the wall.

I finally settled on the perfect color for my home. Unfortunately, somewhere around midsummer the paint machine at Ace started having problems.

So when I started painting my main living space that included a two story family room with 25 foot ceilings, kitchen, large laundry room, two hallways mudroom and two large bathrooms, the paint didn’t look like what I was expecting. I took pictures and sent them to friends who suggested that I needed to give it two coats, and that the warmth from the previous paint was throwing it off and making it look cooler. Once the trim was painted they said, it would look right.

Finally after almost completing the main room we had to pick up a gallon to finish the cutting in, I had to go to Jones Paint and Glass because the machine at Ace wasn’t working. When I got home the paint didn’t match at all and had far more yellow than the original color. I compared my paint samples and realized that the machine at Ace must have been broken for a month. None of the paint on my main level was at all the right warmth because their yellow has a tendency to clog.

I went back to Ace because in order to finish the job, I now had to color match the wrong mismatched color they gave me. Steve, who I’d worked with most of the time, said that indeed, their paint machine would stall and the yellow often got plugged up. The technician had just been out the previous week. The problem he said was that a lot of the employees were supposed to listen for the gears stalling and if they heard this sound they would know it wasn’t working right.

That was incredibly frustrating for me to hear. Had I known that their machines were not reliable I’d never have purchased my paint there in the first place.

If you know your paint machine has problems and your technician has been out five times to try to fix it, maybe you should be getting a new machine or stop selling paint! At the very least, they certainly should be making people aware that there could be a problem. And once you know you made a mistake, refund them!

So Steve left me a voicemail and said that while they couldn’t pay for my painters time, they could help cover the cost of paint and supplies.

Finally i went back into Ace and I reminded him that he had offered to give me free paint because of the mistinted gallons that I had to pay for. I told him I’d purchased at least 6 gallons of this color. Steve then offered to replace three of those.

That seemed odd to me since they all were the wrong color and I thought I was being generous by settling on the 6 that were mistinted. But whatever, I didn’t want to worry about it. The money isn’t even the issue to me it is the painters cost and the scaffolding, mess, and TIME to get back on the schedule, etc.

Anyway, when I went to check out and mentioned that Steve said I’d get three gallons free and could they zero it out, Steve then says that it was not this gallon, but the NEXT three that he wanted to cover.

This kinda tipped me over the edge. I’m not buying paint from Ace ever again. $50/gallon and 40 gallons of paint. I’ve been a good customer and while they said they wanted to make things right, three gallons for free was a slap in the face. They didn’t even offer to cover the mistinted gallon I had to color match when they realized what they had done. Really strange customer service. In addition, my painter knows two other Ace customers that he has worked for that had this happen.

They need to get a reliable paint machine. I'm very disappointed with...

I can't recall the last time I was treated with such disdain as a customer.

I bought a grill online from Ace on Memorial Day and it included a propane refill or exchange as part of a promo. I brought in my tank and Don from the paint counter helped with the refill. I asked about the refill promo and Don was not familiar with it, couldn't be bothered to look into it and went so far as suggesting it was not legitimate.

I was able to find the coupon on Ace's website and went to the register. The young woman who helped me at the register needed some assistance with applying the promo and called Don over. Don again insisted the promo was not legitimate and suggested I was trying to use a fake coupon. While Don made a scene and embarrassed me in front of the other customers in line, I showed him the coupon was direct from Ace Hardware's website and the young woman advised him it had scanned into the register as valid. He begrudgingly accepted it, but was incredibly rude throughout the entire transaction, both to myself and the young woman who was helping me.

This experience will definitely weigh into where I choose to shop...

Not so friendly Don at the paint department desperately needs some customer service lessons. He was rude, difficult and unpleasant to work with. I came in earlier that day and was helped by a nice young man named Sam. He tested the paint chip I brought with me and explained my options. I asked him if the paint needed to be adjusted a bit so I could come back with my receipt and pay the difference if needed. Even with the Ace's fancy paint chip reader, the mix was off. My wife decided to run back up the street to the store to have it adjusted. Sam was working the paint counter and as my wife explained to him our "wants" grumpy Don decided to jump into the convo and chew out Sam, make my wife feel extremely uncomfortable by stating loudly "what am I supposed to do spend an hour adjusting your paint sample". Don, you clearly should not be dealing with customers you do not have the verbal skills or patience. Please promote Sam and send old Don back to business 101 class Ace. Not a good look....