K and M Hardware of Kingwood LLC — Local services in Houston

To edit: Ace Hardware called the next day and left a message apologizing. The manager reviewed the tapes of the paint being mixed and explained the previous day had been handled poorly. I do appreciate the apology, just wish my opinion of them hadn’t been tarnished from my experience.

I’ve loved this store, everyone has always been so friendly that’s why they have been my go to and we spend quite a bit of money here till today. Last night I came home and noticed the color my painter used on my closet was a dark pink/coral. The color I purchased from Ace was Magnolia Paint Antique Rose which is an off white with a pink hue, it’s beautiful. We used this color on my bedroom. I thought it would be fun to use it on my closet. When I saw the closet my first thought was shoot I grabbed the paint can for my daughter’s room which is a blush pink, the more I looked at it I knew that wasn’t it. I compared the 2 colors in my rooms to this can, they weren’t the same. I then inspected the cans color #’s and the base color. Paint color is a science, if you have the wrong base you have the wrong color. I now know the wrong color was used which was a Benjamin Moore color with a magnolia base 2.

Here comes the problem with Ace hardware in Kingwood, I walked in and very nicely asked to speak to the manager. The person who walked up inspected the paint and then looked up the colors to see what the problem is. She then goes to tell me that she will have to charge me for half a can of paint since the can I brought in was half full 20 days after I purchased. So she’s telling me I have to pay more to correct a problem that they made bc i used the paint on my closet then realized it was the wrong color completely. Do I need to inspect every can of paint they give me? This was not my mistake this was the employee who mixed the paint. Finally she came back and told me this time only she can give me the can like she was doing me a favor when I paid for a can of paint that I thought was the correct color already, I wasn’t buying half of another. Now I’m having to pay my painter $150 to correct the problem they created. I received no apologies, from the store and left upset and felt like she was trying to blame me. Yes I bought the paint 6/2/24 and it’s been 20 days. To be made to feel like I did something wrong by just bringing in the paint when it was used yesterday, sorry I bought the paint a week ahead of time and the painter just got to my closet. I never in a million years expected to have the wrong color mixed. The can said antique rose, I had no reason to think it wasn’t the correct color. Very disappointed in how Ace handled this situation. Lesson learned, do not buy paint from Ace or shop there...

First trip. Pre-ordered paint was ready to collect but wasn't labeled as mixed. After various conversations they concluded it hadn't been mixed. I asked them to color match scan it, which would give the values, to confirm this. They wouldn't. I asked them for 2 fresh tins so it wasn't mixed twice. They refused. So they were confident enough to say the white paint wasn't mixed but not confident enough to put those 2 cans back on the shelf. Didn't sit well with me, but ok. Second trip. Tried to get samples. I say tried because they refused. Apparently they aren't available any more so I could either spend $80 to get 2 quarts or nothing. They theoretically could have given me samples that wouldn't have been a true color but very close. They decided I wasn't allowed that choice. Gave up. Called Atascocita, my usual branch. No problems at all. I'm going to get my samples now. They reminded me they can only do eggshell finish and that was it. Needless to say I'll be continuing to go to Atascocita from now on. Mistakes happen but service is a culture. One I found to be superficial...

The good news is they have a large selection of many different items. The disappointing news is that they have an abundance of people and no one seems to care to assist you. Not even just plain courtesy. I didn’t plan to see so much stuff I wanted to get, so I didn’t get a cart from the front of the store. I was in the very back of the store and had a large tool box under one arm, a large pot (with items inside I) under the other arm and I was clearly struggling. I walked by a minimum of 6 employees standing around doing nothing and not one of them asked if they could help carry any of the items or at least go get a cart for me. I had to put the items down halfway through the store and go all the way to the front myself to get the cart. I would understand if they were really busy. The problem is the store wasn’t busy at all. This soured me to want to stop shopping. Even in the check out lines they had 4 people there and one employee was just bouncing a ball none stop and I was the only customer...