Glacier Ace Hardware — Local services in Kalispell

Shane 5/5, Ramona 1/5. It amazes me how different employees can make a drastically different experience for shoppers. I called in looking for a specific bolt (M10X1.25X100mm), and to my surprise Ace had them! Shane was extremely helpful and kind during the entire experience. These bolts were needed to fasten a couple hundred pound piece of equipment, a piece of equipment costing upwards of 20k$. I had Shane hold the bolts at the front of the store and raced in to grab them. When I arrived is when I was sorely disappointed. I went up to the front counter and was greeted by Ramona.

She handed me the bolts in a bag that were unlabeled. As a good engineer, I wanted to check and make sure they were the right diameter, pitch, and length (because if they weren't it could lead to catastrophic failure). So I ask her if they have a bolt gauge. Very rudely she responded, "There's one over there if you don't trust him." At this point there was one other person in line, with one or two items. She then rudely said, "I can't have you holding up my line." Shocked I walked away, and as I passed another customer he just said "Wow" to me, as he had watched the entire interaction.

I have several problems with this. 1. Verifying the part does not mean that I don't trust Shane, it means I'm doing my job and inspecting the hardware I have to give to my team, that is standard engineering practice. 2. Her attitude was immediately hostile and unprofessional. 3. It does not matter if there were 5 people behind me, the answer to my question literally took 2 seconds to provide. "Oh bolt gauge, behind isle 13." To then snap at any customer (in front of other customers, nonetheless) is very unprofessional, regardless of how long the line is. It is very clear it rubbed not only myself the wrong way, but others as well.

We buy A LOT of hardware for various projects, all the time. Guess where I will not be going anymore because of this treatment... Shane, you were awesome and deserve praise. Ramona, you were very disrespectful and your manager needs to have a serious conversation with you about the way you...

Four days ago, I purchased hardware and tools to install a 5th wheel hitch for a camper I’d recently purchased then realized I had no way to move it. In a surprising twist of good luck, a mutual friend offered to help and he already had the hitch installed. I now desperately need stuff to winterize the thing for winter, so figured I would return/exchange the items purchased a few days ago for credit towards the weather stripping/window insulation/etc. I didn’t recall which Ace I’d made the initial purchase with but thought nothing of it as I’ve returned items before from one store to the other with no issues. When I got to the gal at the line and produced my receipt and bag of items I no longer had any use for, she took one look at it and disdainfully said “if it’s something we carry in this store, I should be able to do that” and I’m like, “great bc they’re all pretty universal things: an Ace branded crescent wrench, hex bolts at varying lengths, nuts and locking washers, and Milwaukee branded drill bits.” She then told me that no, since they have a different supplier for their nuts and bolts that it would just be easier for me to take them back to the other store. Easier for who? I was already on a tight schedule trying to get this thing semi-weather proofed before I have to go to work and now I have to drive all the way to the other side of town then all the way back to Evergreen where it’s parked. This is a huge inconvenience to me. It seemed like she just didn’t want to help me with the return because it would take some time to do it and there was a line starting to...

I needed mulch for a gardening project and drove to Glacier Ace Hardware in Evergreen, Montana. When I arrived, I could not tell if the store was open or not. It appeared that the store sign was not illuminated and there were no cars in the parking lot. At about the same time, I saw a male employee on a forklift working. He asked me if I needed assistance and I told him well, not really. I asked him if the store was open and he told me that it was not. However, he then told me that if I needed assistance he would be more than happy to help. I COULD NOT BELIEVE MY EARS!!!! The store was not open, but this AMAZING employee wanted to help me. I told him I needed about 25 bags of mulch and he directed me to the back of the store where there was a full palette of mulch. I drove over there and he helped me load the back of my pick up truck. Afterwards, I went into the store with him and paid for the merchandise. He even asked if I was a loyalty member and I told him yes. I am still shocked at the OUTSTANDING customer service I received. This employee really had no obligation to help me as the store was not even open. But he did. I feel terrible that I did not get his name. I hope he is recognized for his dedication to his job, his exceptional customer service and his knowledge and support. Thank You! Don &...