Hometown Ace Hardware — Local services in Moose Lake

Should be no stars! My parents had an LP stove installed in their basement. The one Troy put in wasn't sufficient for the home it needed to heat, my elderly parents were forced this winter to have multiple space heaters running (even in the same room as the stove.) The stove has an electronic pilot that was supposed to be hooked up to house current with an emergency battery pack. Hoffman didn't know enough about the stove (Napoleon brand) to do this and left it to run off the battery which not only used up the AA batteries at an astonishing rate but also didn't allow for any adjustment to the heat as the unit only runs on minimal output when on battery pack, which is supposed to be only supplemental. Had Troy out to look it over and was told that everything was working just fine, even though the flames were only about 1.5 inches high. I pointed out in the users manual an illustration showing how the flames should look in relation to the fake logs (much higher than what I had!)....only then did Troy come up with possible reasons for the flames being so low and the heat being virtually non-existent. Then I was told I would not really see a noticeable difference in the flame height between High and Low anyway! Troy told me he would "research" this and get back to me. Nine days later and no call, had to call and pay for another service person (qualified on this particular system) to come and find out what is wrong--which is how I learned about the importance of having it hooked to home current, the battery pack and the obvious fact that the unit was not working properly. Called Hoffman Hardware and left 3 separate messages for Troy to call and never received a call! One VM and the last two were verbal messages left with staff, told them my mother was very, very unhappy with the stove and wanted a new, proper sized unit installed or her money back. The last person I talked to actually laughed at me over the phone and said, "Well, I don't see that happening.." My family has been going here for years and has spent $1,000's on heating, plumping and electrical---never again!! Can't believe the complete disregard this "hometown" company has shown in its customer...

This store will not exchange/warranty Craftsman tools that were purchased here originally. This goes against Craftsman's policy. I was told to scan a QR code and follow instructions which wanted me to mail the broken tool in and wait for a new one to come in the mail, etc. instead of simply exchanging the broken tool for a new one in the store which they had in stock. I called another Ace Hardware in the area and they said they always warranty/exchange on the spot with no questions asked as long as it was in stock and thought it was strange/odd that I was told to scan a QR code and have to jump through hoops like this and they had never heard of such a thing. Not happy about this at all and will now buy my Craftsman tools elsewhere...

Normally i like going to Ace but today i could definitely feel im not from here. Every other time ive got people coming out of the woodworks to ask if i needed help but even tho i stood in the spray paint aisle for 20 min not one person stopped to help. I get it tho when i go back to my hometown people would recognize me too. Just really needed the help today. But the recovering people pleaser in me wouldn't let me interrupt so i spent too much and went home. Won't stop me from going back. Ive always loved ace they seem to always have that one odd part that you only need once in a...