Hood River Supply - ACE — Local services in Hood River

Update: Pat McAllister (President and CEO) e-mailed and called me and apologized profusely for the the treatment I received. He said that is not what they are about and they want to be focused on the customers. He promised that customer service and especially service around closing time would improve. I hope so because I would like to be able to keep my business local. I will keep my rating at 3 stars until I see actual improvement.

Original Review: This store is the only hardware store open until 7:00 pm in the valley so I visit it frequently, but the customer service of the staff near closing time is appalling. I work late and often have to come in for supplies just before closing time. The employees give anyone entering the store after 6:30 pm the evil eye and good luck getting customer service. If I request help finding something they will give me as short an answer as possible and then immediately run away to finish their closing time sweeping etc.

If I have the gall to stay until 6:55 they start making rude remarks about how I'm the only customer left in the store. This isn't just something that I've noticed recently, it has been going on for years even when the store closed earlier. Tonight it reached a climax when I was checking out at 7:00 and the cashier forgot to scan several items in my cart. When I noticed this as I was walking out the door I went back to try and pay for the items. The cashiers had already shut down their registers and told me "sir, we close at 7:00" and wanted me to come back later to purchase the items. Only after my protests did they relent and let me purchase the items.

This just reinforces my resolve to purchase as many future items as possible from Home Depot, Amazon, and McMaster. It is a shame that a hometown store can't provide hometown...

Went in today 7/22/25 to get to get some things for my garden! Had my two younger kids with me and thought today would be a good day to let them take some of their own money and buy a few things on their own. One of the things my daughter picked out was a animal hospital set priced at $40! Fast forward 40 minutes to a hour when we are home and putting it together it’s missing multiple pieces (pictures attached) I tried calling the store and the First Lady I spoke to was nice and understanding she forwarded my call to customer service unfortunately the call was dropped or something so I called back this time a guy named Sam or Dan answered so I explained to him what happened and how the call forwarding didn’t work. His response to me and his tone was very uncalled for “yeah well if someone doesn’t answer it’s because we’re busy” before I could even get out the words that the call transfer didn’t fully go through I’m being transferred again! I was able to leave a voicemail that time however still no call back! I did try again a hour or so later and was met with Sam or Dan answering the phone again with an attitude and a sigh and absolutely no help!

What in the heck is going on here?? As a past employee it’s especially frustrating to see how down hill the customer service has gone! It’s literally what you are being paid to be there for! Will be trying to get ahold of you guys...

This place has been very successful in the valley they got that success through a very good work ethic you know the kind where you never call Inn you’re not late you’re always polite you follow through but unfortunately like every business in America once they became very successful they realized they could just rake in the money because everybody’s going to come regardless of their behavior you got a parts department that is only open Monday through Friday oh is that the same days you work too bad they’re not open on the weekend for you to get expensive parts for your equipment & when you call this place you think someone’s gonna answer forget about it you will get a voicemail that you will leave a message to that you will be lucky if they call you back in a timely manner so this place used to be five star and now I wouldn’t even give it one star if that...