Karsten's Ace Hardware — Local services in Maricopa

I’m so disappointed to have to leave this review. I’ve been shopping here for 15 years…but yesterday was the last time I’ll ever shop here or recommend our “local” hardware store. Especially with Home Depot coming to town.

I had actually just left Home Depot in Chandler, and forgot a couple 2x4s for my project. I stopped in to Ace and of course they were double the price. (to be expected) I asked an employee named Bryce if they did cuts. He reluctantly told me yes. (I had to confirm he was on the clock, because he was less than friendly OR helpful. He also did NOT specify they couldn’t do “project cuts.”)

He cut my first 2x4, and with the remaining piece I wanted it cut 2 more times. Bryce took the wood to the back and returned with the same piece telling me that they won’t do extra cuts. I asked to speak with the manager to see if an exception could be made-as the cut had already been made and there was a clear miscommunication. After a short discussion it was clear that Ace was not going to assist.

What I can’t understand is why this manager chose this route of customer service. I offered to pay for the additional cuts. The one 2x4 was already cut…. So instead of making $15-20 and keeping a long time customer happy….. he chose to let me walk out, never to return and the store had to eat the cost of the 2x4.

I’m not a rocket scientist, but this RIGHT HERE is the reason small business will die in our economy. ALL we have to offer IS customer service when the prices are so high. It was actually cheaper for me to drive back to Chandler and just get what I needed….cut for free. When Home Depot gets here, there will be no need to shop at Ace. Especially if you can’t even get that “home town” type of help that they’ve always...

UPDATE: Have our reinforced patio screen door. It looks great! Feels pretty good. They did the best job they could to reinforce a lesser quality screen door than we had. It's summer, so not using it yet to give it the full test (sliding screen door back & forth). Had we known this would be a lesser quality screen door (frame not as wide) than the original builder screen, we would of did better research to find a more high quality screen door company That would That would go for oversized doors. Overall, except for communication about 'door ready for pick up", the screen door company they use did a seeminly good job...cooler weather will be the test of having our doors open & sliding the screen door. Ace is a good store. High prices but customer chk-out is fast & super friendly. Hope they'll be able to compete w/the big box stores coming soon.

Original Post: Ordered new patio screen. Took 6 weeks. They never called to say it was in. We had to stop in. New screen poor quality. Had to send back to get reinforced. Waited more weeks. Stopped in to inquire. Waited at service desk 5 mins before I went down the isle to ask employee, who had seen me waiting, if someone was working service desk. He says 'I can help you'. First thought was...so, why didn't you help when you saw me at the desk! Incredible. He said they called us to say it was in. Lie. We checked. Think this was isolated 'employee' issue...maybe having a bad day but unfortunately for him, I was too. Cashier Checkout is always 100% perfect. Can't wait for...

As a loyal customer supporting local ACE stores for 25 years, I was deeply disappointed with my recent experience at the Maricopa ACE. In March 2024, I visited the store to purchase some metal primer. Unfortunately, only one can was left on the shelf, which was noticeably damaged. I approached the paint associate and requested a discount, but my request was denied. I escalated the issue to a manager at the checkout, explaining the situation and the associate's refusal. To my surprise, the manager declined to offer a discount, despite acknowledging the damage to the product. This interaction left me feeling undervalued as a customer and dissatisfied with the service I received. I told the manager that we should never have this conversation as every reputable retailer (HD, Lowes) will reduce damaged products on demand on their own volution. It is the principle that the customer business is appreciated, not the $1 in savings that will make no impact on the transaction WHATSOEVER. The following day, I visited a different store, Big 5, to purchase an item. Although the product was not in stock, the cashier went above and beyond to provide excellent customer service. Without me even asking, she offered a 10% discount on a display item despite it not being damaged. This stark contrast in customer service between ACE and Big 5 only further highlighted my dissatisfaction with the service I received at ACE. What a difference in customer service.

Having HD and Lowes in Maricopa may teach ACE a lesson. I...