J&R's Ace Hardware — Local services in Kingwood

I visited this location on 6/25/23 to return a U-haul that was rented from another location. Upon returning the vehicle, the young lady at the front desk was unable to provide me with a receipt because a manager was not present and readily available to properly check-in the vehicle. Approximately 3 hours later, I called the location to provide a new method of payment for my balance and receive a receipt via email. I was then told that they have a special "Uhaul computer", they were ready to go home for the day so they sent all of my information to U-haul and I can follow up with them. Now, in addition to the stress of moving, I have to call a 1-800 number to resolve a matter that could have been handled in person while I was there. Completely UNACCEPTABLE customer service. As a customer, I have no idea of the policies and procedures of Ace Hardware nor am I privy to store operations. The ball was completely dropped by the front end staff and anyone responsible for U-haul operations at this location. If you are renting a U-haul please reconsider using...

I try to support local small businesses, but experiences like I had here, make it hard. I placed an order online and the next morning had a missed call/voicemail from the store. The person left a message saying my order was ready for pickup anytime I wanted to stop by...This was 8am, so I drive all the way to the store which is not a quick drive...I get there and only part of my order was available; they sold the other part (the item missing was the main reason for the order). The cashier said ‘Oh they sold it to someone’ If I had already paid online, why would they give my items to someone else after they called and told me my order was ready. They could’ve at least mentioned in the voicemail that part of my order was no longer available....I just got a bunch of excuses from some guy, who I guess was the Manager...I basically wasted gas and time for a pack of batteries that I could’ve just bought at Walgreens on the corner. So unprofessional...And that is why I have a hard time supporting local...I hope others have a better...

I always like supporting small business owners. Typically they try harder than the big box stores do and they show they care. Which is what makes it very difficult for me because my experience at this Ace Hardware in Porter today was nothing short of surprising and terrible.

I went in to buy a padlock today. Upon attempting to pay, the pin pad would not accept my credit card. Often times, after 3 failures, they allow you to swipe. When I suggested that, the young lady said, we don't do that here. I explained I had just used the card at the gas station and Kroger moments earlier. Her response was, it's not our machine, it's your card.

I explained I like to support small businesses but this is making it hard for me to which she responded, well then go somewhere else. Nobody asked you to come here. Really? Wow! So off to Home Depot I went where I spent less money and used my debit card without issue.

Sorry to the owner of this Ace but you lost me as your customer. I simply can't reward this...