Lakeport Ace Hardware — Local services in Lakeport

We've been loyal Ace customers for quite a while.....until today.

I ordered a generator online earlier today at 11:55am and chose curbside pickup. I received a confirmation email with a note stating not to head to the store just yet, that they would email/call when the item was available for pickup. I received a call at 1:09 pm from an Ace worker stating that there were other people wanting the item and asking if I could get to the store in 10 minutes. I explained that I live farther than 10 minutes away, but come come ASAP. This was not an acceptable answer, as I was told that they were going to proceed with selling the item to the person/people in the store.

While I 100% understand that due to recent snow, this item was a hot commodity, I feel the way the store went about the issue was completely unacceptable. 10 minutes to get from one town to another on slick, wet roads is unattainable. My drive is about 20 minutes in desirable weather conditions. I feel that once the item was purchased online, they should have pulled it to the back and THEN called me to make sure I could come pick it up today, as I know that some people place orders and then never show. At that point, I could have gotten ready/set off on my drive to pickup the item, however I was not given that option.

I called the corporate office to report the incident. Not to be rude or cause an issue, but simply because I felt that this was handled inappropriately by the Ace store. The representative was very sweet, but ultimately told me that each Ace is owner operated and their policies were their choices.

Ace Hardware has lost a customer - we will never support a store that treats their...

Obviously there is a certain appearance one must have to enter this business & shop without being followed by employees or looked down upon with distain if you happen to ask a question regarding locating some of the overpriced merchandise. As an extra bonus after paying for my items, the "manager" had the audacity to accuse myself & the young man who is doing my repairs of stealing, in front of all the customers standing & still waiting in line, she even requested my handyman empty his pockets, in which she found the same thing her accusations were based on- NOTHING. Yet, no apologies were given, but were more than deserved after they had been proven wrong.(which in retrospect, I should have told the young disheveled manager looking as if she just came in from her weekend bender, to refund my money & the cashier behaving more like a groupie than an employee, after leaving customers stacked up in line at the other register, could help her stick my purchases where the sun doesn't shine, because she doesn't do anything else there for sure.) However, one employee, Mason, was very helpful & his intentions were genuinely to do his job, & he never made judging customers part of his job description... I'm curious if I had given my former customer appreciation information instead of the new one I recently made would the large amount of business I have done there made a difference?? However, That's not something that has to been wondered about from this day on..... TruValue stores in Kilgore & surrounding areas allow me to shop without false accusations & being degraded, so there's no loss for me except for pathetic...

I’ve come here for a long time and it’s always been a positive experience. Very rarely do they not have what I’m looking for. I recently went in looking for very specific screws, springs and nuts for my firearm accessories and I was instantly greeted by a new employee (to me). ADEANA. She is extremely overqualified, she was very pleasant, professional, and literally took it upon herself to figure out the problem and spent almost 45 minutes looking for the parts I needed, and even used her own tools to ensure that the products she was selling me would work. She deserves a raise, a promotion, and your kindness. Don’t sleep on ACE Hardware. They’re...