Kelly's Ace Hardware — Local services in Newburyport

I was really disappointed with a recent experience at Kelly’s Ace Hardware in Newburyport. I purchased a weed whacker and after one use, I needed to return it. The string compartment was defective and the total length of the tool was too short for me, requiring me to hunch over to use it.

I had thrown out the box and receipt (which, I admit, was not a great decision) the day that I bought it, but did not use it until the next week. When I tried to return it, the staff was able to authenticate my purchase of the tool on the computer by my credit card, but said they were unable to take it back because I didn’t have the box.

I thought that was silly, considering they could probably return it to the manufacturer and get their money back for it without the box. They refused to exchange the tool, refund it, or even offer store credit, and almost seemed annoyed I was even offering up those suggestions. Dismissive would be how I’d describe their attitude towards me and my issue with my purchase.

If this exact scenario happened at a Home Depot or Lowe’s, I know I’d be offered one of those three options. It’s sad that I won’t be able to support a local business anymore like Kelly’s, considering they’re not willing to do the same for their local customers.

I suggest to others to avoid Kelly’s in Newburyport and go with a big box store. You’ll be better protected against a defective tool or just a...

My wife and I live in Newburyport and shop at Kelly’s often. They very rarely have staff that can help work through with issues and as a result we typically drive the extra 20 minutes to Lowe’s or Home Depot in Seabrook. This Saturday my two young kids (both under 4) and pregnant wife were walking down State street and she was hit with a bathroom emergency. We thought we were lucky having been right outside Kelly’s but were told there was a policy against allowing the public to use the bathrooms and maybe we would have better luck at Dunkin. I understand that policy is well merited but when a pregnant woman with two young kids is having an emergency on your door step it’s shocking how little humanity was shown . Heart breaking and we can never return. Not worth...

It was my first time using this Ace Hardware. I was very impressed when I walked in with how organized and clean the store was. They offer screen replacement services, which is why I came in. I had told the people at the counter when I drop the screens off that there were special clips on the screens to have whoever was doing the work reach out to me to see what the options were. The only phone I got was that the screens were done. I just picked them up, and to my surprise all of the old broken screen clips were put back. Disappointed with this particular service they had noted down to me with options. The number to contact me was actually still attached to the screen when I...