Hahn Ace-Mequon — Local services in Mequon

I am usually satisfied with going to Ace, instead of the big box stores. I like the idea of using a smaller company in our neighborhood. Most people are very helpful there and I appreciate that immensely. Today, after I got treatment at my local hospital, I decided to stop at Ace since I was in the area, to pick up a few things. However, I had a significant coupon at home on my printer. I found the email on my phone, went to the site, and brought up my coupon. All it said on the site was to show the coupon to the cashier. It did not say it had to be printed, just shown. So I picked out my items and checked out. Turns out they will not take the phone coupon. They need the paper form. They also will not let you purchase the items and bring back the receipt and the coupon for later reimbursement. I find this very customer unfriendly. This is 2016, not 1998. I am very familiar with how good customer service should be provided, as I use to work in retail, among other places, that strove to provide the best customer service they could provide. Though I know the girl could not tell that I am disabled, I am, and my driving is limited. Except, the service should of been better regardless of being disabled or not. Today was very inconvenient and frustrating. I am equal distance between home improvement stores, so it is just as easy for me to take my business elsewhere. That being said, the other employees that help, in the aisles, have always been...

Extremely Disappointed – Failed Leadership and Customer Service

I don’t like leaving negative reviews, but this is something other customers need to hear.

I’ve been a customer at this business for over 10 years. That changed after I bought a Stihl trimmer they proudly claimed was “unbreakable”… it broke in under 30 minutes of use. When I brought it back, they immediately blamed “operator error” and offered no help. No refund. No exchange. No service.

Only after I insisted did management agree to take it in for repair. Then...radio silence. When I followed up over a week later, Chad told me, “I’ve never seen a Stihl break like that,” and casually mentioned there was a six-week repair backlog due to staffing issues. I explained I needed the tool now—not when summer’s over. I asked for a refund or replacement and was flatly told: no.

To make matters worse, the Stihl chainsaw I also bought here hasn’t been reliable either. Two tools, two disappointments.

This isn’t just poor service—it’s failed leadership. No accountability. No urgency. No respect for customers. Chad’s dismissive attitude was just the cherry on top.

Take your money elsewhere like Home Depot, Lowe’s, or any store that actually stands behind their products. They’ll box up their display models before helping a paying customer. Once they’ve got your payment here, you’re...

There appears to be no proper return process with a designated customer service desk. The customer service at the front of the store does not handle returns. When I asked an associate for help, he directed me to the store exit, manually opened the door, and pointed me to till #4. While I was waiting for the associate to finish with another customer, she asked, "What is it for?" I explained that I was exchanging a malfunctioning item purchased the day before. She then lectured me, "Sir, you should take the purchasing line with other customers," contradicting the guidance of the previous associate and making me feel demeaned. I was then instructed to pick up the replacement item myself and return (again) to the line.

This dysfunctional process frustrated both the employee—who likely thought I was acting like a jerk—and myself, as I felt I was not being treated professionally. Due to this experience, I decided to request a refund and will return to my Home...