Gopher Ace Hardware — Local services in Long Lake

Purchased something from a different ace location that all ace stores stock, When I drove there to return the defective item that i got from a different ace store. The lady at this store told me "we can't return it here because we don't stock this item at this location". Which is not true because they do have it and the website shows its available at every ace location. This just happens to be my local one.. But that's not all, after going back and forth, she told me she needs to make a quick call to the boss to see if he is "OK with returning it", She gets on the phone and make me wait around while she explains to her boss what's going on, and have a conversation while I am waiting around, and I can hear from her side of the conversation that they won't return it, and that I have to go back to the location I got it from. she continues the phone call with out giving me a quick answer and at this point I am getting very frustrated, so I asked her "is it a yes or no because I am on a time crunch", especially if i still need to drive to a whole other ace store 20 minutes away. And the answer was... you guessed it... NO!!. Now I was frustrated when I wrote this review and was probably going to take it down. Till the owner responded to my review telling me "that's not what happened, and you left the review under the wrong location"(it was supposed to be this one) and that I left before I got an answer when I was clearly told many times that I have to go to the location I got it from. I have never written a bad review in my life. But this situation was very frustrating , having to drive all over town and spend time at stores that sold me something defective. And the owner response to my first bad review made it worse. And since you will be reading this, I will take down the other review from the other location, because it had nothing to do with this. But weather this one will stay or not is...

Purchased a back pack leaf blower for in-store pick up. Was given the wrong blower only to be notified later the same day I needed to return it. Returned the incorrect blower the next day. Received the correct blower but went to use it and the blower tube fails to stay attached. Ace in long lake has informed me that any online purchases are not eligible for in store return. And that those returns need to be dealt with directly with Ace.com. After spending $400+ dollars and making two separate trips due to the stores mistake, I am told I will have to fix the blower myself or deal with Ace.com. Very disappointing, not even a single apology for the inconvenience. Glad people have came so removed from humanity that spending $400 plus doesn’t get you any kind of customer service. So if you buy Online, you deal with Ace.com. However, if I happened to walk in off the street and have bought the same unit, I could bring it in for in-store return depending on the scenario… very dumb policy.

Adding on to reply to the owners response. I have been to your store twice now, your staff showed clear signs of incompetence by giving me the wrong blower and then when I called about the blower tube, your employee couldn’t even answer my question as how to fix it. Again no one once even apologized for this inconvenience, not even yourself as the owner. And I’m very interested in your accusation about me returning the first blower damaged…it was put in my vehicle, and not removed from my vehicle until I returned it…unless you sell all your blowers damaged?? That would explain the damage you claim. Again, very poor...

We just moved to the area, and needed some stuff for the new house. We've been to this location now over eight times in the last 2 months. We purchased potting soil, peanuts, some clearance items and some materials for the work that I do. One of the things that I love about this location is that everyone goes out of their way to make sure that customers are greeted, and people in the aisles are getting approached and just asking if we need any help. As we're new to the area and also shopping at Ace, the staff have been more than wonderful in leading us to the right areas of the store to purchase the stuff that we need. Can't say enough about the store, the location how clean the store was and how they basically carry everything that you possibly would need for your...