Hance Hardware — Local services in Hopkins

This is the least effective Ace I’ve ever attended. The people seem nice enough, but the help doesn’t seem as interested or as knowledgeable as in other places. Also, the communication is quite poor compared to other stores. I brought something in for fixing four weeks ago. The initial person told me it would be done within the week. Having not heard back, I came in a week after that. “We’re still working on it…“ Two weeks later, and four weeks later in total, I hadn’t heard anything, so I stopped back in the store and it was in the exact same shape it was in when I dropped it off. The manager on duty told me, “sorry about that, but it can be a little tricky.“ Well I don’t know if it is or not, but it would’ve been nice to been told that at the beginning. I could’ve brought it somewhere else. Again, the store seems sort of rundown, the staff tired/a little bored, and in general just not as knowledgeable...

Sold me a $750 snowblower with no oil in it off the floor. Used it once and the unit blows up. I was not given a manual for the unit, nor was I given any oil. Multiple employees had mentioned that they make sure their snow blowers are serviced before leaving the store. Multiple employees actually sided with me and said that they thought it was an error on the stores part.

Pete, the owner refuses to take ownership, and actually ends up blaming me for not checking. All the while still preaching that there should have been oil in it before it left the store. Needless to say their customer service is lacking, and they don’t take responsibility for their actions. From one small business owner to another, or any homeowner for that matter, this is not a company you want to be buying anything from.

Thanks Pete! I will be escalating this with my contacts at dealer relations in...

I typically go to Menards or Home Depot for all my hardware needs but decided to try Ace as they mailed me a $10 reward when setting up the app. This got me to start looking at their products and services. I purchased an item that ended up not fitting my equipment so I returned it, then found out through their customer service team you lose the rewards used. I contacted support to see if they could do a one time courtesy for a new customer and they basically told me to get lost. The lady had zero remorse and ended our conversation before it was over. I’ll now never shop at ace again. It would have been a better marketing strategy to never give me the rewards. Clearly the customer service with ACE is not something I want to ever have to deal with. Just...