Bryan's Ace Hardware — Local services in Keystone Heights

Recently bought my 11 year old daughter a pacman frog here. She saved her own money ($30) to buy it. These frogs are fairly inactive so we didn't think anything of it when the young man working there scooped up the frog and put it in a cardboard box without us really inspecting it. When we got him home my daughter realized that the frog wasn't moving his back legs. The store was closed by then so I waited until the next day to call and speak to someone in the pet department. When I called, the young man who answered the phone told me that I should take the frog to the vet, that there was no garuntee on the animal, and that we probably didn't have proper lighting for him. Ok, first off, there is a 24 hour guarantee on amphibians and reptiles from ACE, as I learned upon my next visit to the store (sign is posted). Second, we have multiple reptiles and amphibians in our household and all have proper heat and lighting - we aren't newbies. Third, this animal had metabolic bone disease, which developed over time, NOT over night. Long story short, my daughter is out $30 and a frog, because the animal died within a week. I'm very disappointed in how we were treated by the uncaring store employee who refused to honor the store's 24 hour warranty. I'm also sad to see the state of the pet department compared to the way it used to be. The fish tanks are dirty and cloudly and the staff is inattentive and uninformed. Bring back Kelly. He would have made the...

Ok Here we are again: So the cashier ran my card through and she says it declined, so I used another card I was double charged and Cuz of her mistake I have to now wait for my money from bank to investigate...She didnt how to work register. Newer Update:Changed my 2 star to 3 You always have a ace hardware man there to help and thats awesome, they are kind and willing to help, now checking out is a different story all together. The girls at the front really should up there game, maybe smile and not act like your bothering them. The act like they are miserable. New Update: Update: Took my chainsaw in to get a sharpening I was charged a few dollars extra for a cleaning , at least thats what I was told. I get home only to find out that the chain was put on backwards, so I call the store and the guy who worked on it answered the phone, i was told to bring it back but i decided to fix it myself, I took it apart only to find it was not cleaned see pics below. Very dissatisfied right now about this. Store is great fun place to shop at. Prices should be a Lil lower in my opinion. CUSTOMER SERVICE GETS 10 STARS. They are always asking if you need help. Which by the way if awesome. KEEP UP...

Usually, this location is awesome, but today was another story. I went in to get crickets and waited in the back. Another lady was being waited on for crickets, so I stood there until the employee came back. Here's the best part, the employee thanked her, didn't even acknowledge me, walked past me and the lady looked at me surprised because of how he had completely ignored me, i was 3 feet away! Before he could reach the door, I asked, "Is someone going to help me?" His reply, "I'm going to help someone else, " and left out the door. I was so disrespected, and within a couple of seconds, the manager, who I've known for over a year, came out and asked if he could help me. I said, "Thank you for your help, but that employee just walked right past me?" No, hi, no, I'll be right with you, nothing. The manager got me the crickets I needed, I thanked him, paid, and left..... Please request that your new employees acknowledge customers, to smile, and to have the decency to appreciate their employment. The employee is in no position to be in customer service, and I have no reason to enter that...