Whitmore Ace Hardware — Local services in Lockport

Edited, 8/29/20: I've upgraded this from a 1-star review. I appreciate that the person who replied to my review yesterday did, in fact, research and follow through with us this morning. We now have our product. So why not a higher rating?

1. I don't think this would have happened if I hadn't posted the 1-star review yesterday.

2. When we called to inquire about our product yesterday, it was apparently bagged and labeled in their order pickup area - but the person we spoke to on the phone did not bother to check this before telling us there was nothing they could do to help, which would have spared us the hassle and confusion. (Also, this employee told us they couldn't refund an online order in the store, but the person who called us today (Jim, I believe) offered us a refund, if we wanted. So I'm still unclear as to what the actual policy is there.)

In any case, we're very glad they followed through and made things right. Thanks!

I have to mention I've mostly had pleasant experiences at this store, aside from one rude employee in the past; however, this most recent experience really tainted my good impression.

We placed an order online for pickup at our local store nearly 6 weeks ago. We were told one part of our order, a specialized glue, was backordered and we'd be called when it came in. Cut forward to this week. We received a call that our product was in stock, and my husband told the employee we couldn't pick up until later in the week. He was going to pick up the order today and asked me to note down the order number so he could take it with, just in case he needed it. But when I looked at our order history I saw the order was listed as having been picked up yesterday. I suggested he call before going to the store, as with COVID-19 being a concern, we try not to go anywhere we don't absolutely have to, and the employee he spoke to told him that apparently they'd given away the glue we ordered to someone else and there was nothing they could do about it at the store level. They gave him some number and said "they might be able to help you."

When he got off the phone with them, I called the number and it ended up being a helpdesk number for the store itself (in case they're having technical difficulties, etc), not a customer service number. In the end, I was forced to send an email to the website's customer service to see if they might be able to help, and I'm now waiting for a response.

I'm displeased because with most other stores (Target, Walmart), if you order from their website, you can return to the store, no issues. In this case, since THEY had given away a product we paid for, after we told them we'd be in to collect it AND waited over a month for it, I would have hoped they'd bend over backward to try to help us resolve the issue, but nope. Disappointed with the...

Just got a Toro snow blower (battery powered) from this store on 12/21/22. I tried running it today (12/24/22)after the storm calmed down to remove snow from my driveway and sidewalk. The machine just does not start!!! I called Ace online support and they told to take the machine to the store. When I got there, they told me that they're not liable for any machinery that gets sold and leaves their store!!!! Are you kidding me??? I haven't even used the thing and it just won't start. I expect some sense of ownership for customers' problems and issues. This is totally unacceptable and I am seriously not going to buy any major purchases like this from Ace moving forward.

UPDATE: After a lot of emails and phone calls with Ace support and 2 visits to this store, I was finally able to return the snow blower after Ace support called the store to explain things which could've been done much efficiently in the first place when I came in to return it the...

I was at Ace Hardware which happens to b myFav by Closeness!! The Crews are nice here than any Ace, I've been too!! From Front to Back everyone here wants to make sure you have the right parts!! Everyone says hello!! If you have question it's so easy to get help!! I do have to send a BIGSHOUT 2 MIKE!! So DOGGONE HELPFUL!!! MORE than once he's been there for me!! Not only nice he's never gotten irritated by my double questions or asking him to repeat something for me!! He nor N E one here at this Lockport Ace Hardware has never steered me wrong, on any of my home projects or repairs!!! Kudos Thanx again Mike; You Know Your...