Royalton Ace — Local services in North Royalton

Listen. I had to leave this review before I left the lot because the service was just THAT GOOD! When I first moved to this area, someone told me that the people at this store were the best, so of course I had to come and see for myself when I had my first hardware need.

I have had my car for 8 years and just had to register it in my new state. When I went to replace my back tag, I found one of the screws rusted and the head stripped to the point that my Phillips could not grip anything. To no avail, I struggled with the screw for a few hours, watched YouTube videos, and even called a few car shops for assistance.

This morning, I remembered Ace and gave them a call to see if they could help me. Kathy was friendly when she answered and directed me to Jodi. Jodi knew they would be able to assist and told me to come by at my earliest convenience. When I arrived shortly after, Jodi called over Tom to assist me while she finished up with another customer. Within 10 minutes (or less), he had my screw removed and replaced. Another gentleman also came to check in on us, but I didn't see his name tag or I would have given him a shoutout, too!

At the end of it all, they saved me hours of frustration and defeat, did it with a smile, and I was even able to purchase one of their great smelling candles! Honestly, I could not say enough about the quality of service I received. I wanted to tip but apparently they are just happy to offer great customer experiences.

That commercial that says, "Ace is the place with the helpful hardware folks!" is very accurate. Thank you so much for making me feel valued! I will definitely return for any needs I have...

THIS STORE IS WHY AMAZON IS WINNING!!!

Staff helpfulness can be hit or miss. When I visit the store I try to seek out a couple employees who I know are helpful. However, when you call you tend to get the not so helpful employees. For example, I ordered a product off of the website and had it shipped to the store. It was supposed to arrive on Wednesday, December 5.

I called the store when I was out running an errand close by in the afternoon of December 5 and asked if the item had arrived. I was gruffly told by a male employee that the item was definitely not delivered that day, because all deliveries arrive on Tuesday, not Wednesday. He then asked me if I had received a telephone call from the store (I had not) and informed me that the item had obviously not arrived, since I did not receive a telephone call. I asked him to check on his end to see if the item arrived. He refused and reiterated that the item obviously had yet to arrive, since I had not receive a telephone call.

I then went home and checked the order status online. Guess what, the item status indicated that the item ready for pickup at the store.

I called the store and a different person answered the phone, who then confirmed that the item was indeed at the store ready for pickup.

THIS IS WHY AMAZON...

My daughter stopped in yesterday afternoon to have a key made. She's waiting on a 5 organ transplant and is fed by iv nutrition. She has a central line hooked up to fluids and nutrition all day. She carries a small backpack with her pumps and nutrition. The person at the front refused to let her in because "store policy " doesn't allow backpacks. She explained that it was attached to her with her iv nutrition. They then had to call a supervisor because they couldn't let her in. The supervisor wasn't going to let her in either except that she just needed a key made, which was about 10 feet away. She went to look at the keys and pick something and before she knew it they just made a plain one quickly to get her out of the store. I understand policies but where is the common sense? We're living here temporarily while she waits for her transplant and will never step foot in this store again. Thanks for making her feel completely humiliated over a key. It's hard enough to be sick and miss out on life without being...