Ace Hardware Thrift Supply — Local services in New Kensington

I have been shopping here for a long time, and have generally had great customer service. I know several people who work there, and I often see someone I know shopping there every time I visit. Unfortunately, on a recent visit I encountered some dreadful service. While I suspect this was a localized incident, it reflects poorly on the store that otherwise has been a good local resource.

I stopped in early one weekday morning to ask about paint mixing. I had a gallon of bottom paint for our boat, which is rather viscous and difficult to mix by hand. I was not sure if they would do this, but I wanted to ask if they would be able to throw it on their mixer for me. After the gentleman at the paint counter was off of the phone, I asked, “Hi, sir. What are the chances I could get you to put this on your mixer for me?” His first question was, “Where did you buy it?” I held up the gallon can and explained that it was (rather expensive) speciality paint, and I had purchased it from a marine supplier. He responded and said, “I’m not going to mix that. The lid is loose.” The lid, meanwhile, was factory sealed, with clips, and the supplier had applied tape over the clips to help keep them secure in transit. I tried to explain this, and then he said that they don’t mix paints people bring in.

OK, so if your policy is not to mix paint not purchased in the store, then say that first. That would have been a totally acceptable answer for me. I wasn’t sure if this was a service they offered, which is why I was there to ask in the first place. I would have left sad that I was going to have to mix this by hand, but satisfied that I asked. It would not have been a negative interaction, and my general opinion of the store would have remained quite high. That is not what happened, though. Instead, I was subjected to this gentleman’s poor assumptions and attitude, as well as his unprofessional service posture. Are you not going to mix this paint because you don’t think it is sealed securely? Or because it is policy? Or because you just don’t feel like it? I don’t know, because during our short interaction, you said all three.

Being helpful doesn’t necessarily mean doing everything the customer asks. It would have been helpful to me if he had just said that the store policy is that they won’t mix customer supplied paint. My question would be answered and I would know for next time. Being consistent about policy helps customers to know what to expect and to build the trust relationships that help to make them repeat customers.

I still believe strongly in supporting local businesses and plan to continue doing that, but it is not always easy when gentlemen like this one leave...

I bought a Toro Mower a week and a half ago, used it once, and the drive stopped working. I took it back hoping to either get my money back or exchange it for another mower. I have my original receipt, all the paper work etc. seems there policy is that they have to attempt to fix it before any of these other options become available. This is the first mower I have purchased from this place, I didn’t educate myself to their return policy prior to buying it, so that’s my mistake. However, when I took it in, and was made known of their policy, I was also told by Pat, I’m assuming the outdoor equipment manager that he would make sure to call me by the end of the day to let me know the status. I know this will be hard to believe, but he never called. So, I call there at 430, Pat is gone for day, and won’t be returning until Monday. So, I have half my lawn cut, a brand new mower that I can’t use, and no idea how long they will have it. 500 dollar lesson learned. Shop local, support local? There’s a reason I go to Lowe’s, if you have a mower for 3 months and decide you just don’t like it, let alone if it breaks down, they take it back, refund your money, or replace the mower. No...

Living in the local area, I try to support local business as much as possible. I recently took my lawn mower to Ace-Thift Supply for service and when I dropped off the mower, I was told by a worker that I could pick it up in two weeks. So two weeks and a few days go by and I arrived at Ace to pick up my lawn mower. Well, needless to say, my lawn mower was not ready for pickup. The worker was unable to provide me with justification as to why my mower was incomplete and gave excuses that parts sometimes take a long time to come in. The only part that my mower needed was a new air filter and possibly a new cutting blade. I am highly disappointed that the days of completing work in a timely manner is something of the past. I highly suggest that if you are in need for lawn mower service to avoid Ace-Thift Supply...