Great Lakes Ace — Local services in Novi

I can not believe how they treat customers. I have never had a great experience here but this was the last straw. They are rude with a chip on the shoulder, cold to the customer and I think the manager (with the neck tattoo) enjoys putting people down. I was there for a simple item a key cut. I had called an hour before I got there to make sure this could be done. I show up for the key and now the cutter is down and will need to be changed out ( this is not an instant thing to happen the blade's ware out over time and need to changed on a regular basis why some one waits for the customer to show up before they are ready to change the blade is just poor work ethic). I worked at a hardware for 10 years this is a quick 5 min change out of the blade and I would apologize to the customer if they had to wait for me to do this. The guy working on the machine took his time then started to clean the area around the key machine (almost to punishing me for waiting) when I asked if he could cut the key then clean he stopped dead in his tracks and told me if I had a problem he would call the manager. the store was busy and I did not want to make a scene so I told him that was not necessary. He refused to go back to working on the machine and I had to wait for this Rude manager to come up front and talk down to me about the situation. Again I wish I would have told both these people what I really thought but did not feel like disturbing business for the rest of the customers. If I acted the way these two employees did I would be fired on the spot. I cant believe they can get away with treating customer like dirt. Needles to say when ACE takes over I hope they review the staff and start over with people willing to be friendly and helpful or maybe they should shut the store down if that is an...

I have been going to this store since it opened as an ACO back in the 70s. They have a great selection for such a small store, and the staff have always been very helpful. Occasionally I’ve called and asked for some fairly odd things, and they’d hold them up at the cashier stand for me so I didn’t have to go searching since they know I’m disabled and can’t walk a lot. I always get greeted right away when entering the store or the garden area, and asked if they can help. I almost always say yes, and then tell them what I need. They then get on the walkie talkie to get me the right person.

Yes, there have been some rude people there from time to time, but I’ve never seen them again, so I think management takes care of that pretty quickly.

I think someone else mentioned that the prices are higher here than the big box stores. Well, duh. Smaller stores such as this simply can’t get economies of scale that the big box stores can. But you can also find things quicker here because you don’t have walk five miles between...

I admit....I haven’t been in this hardware store for a very long time... before it became Great Lakes.

#1. From the moment I stepped in the store...just to get a key copied..I was greeted immediately by both of the cashiers at the time... Monday around 10:15 am. When I asked about key copying, they directed me to the “Hub”, when they notified an employee I was waiting...except she got there before me. I had made these same copies at Home Depot (they weren’t even close). Your staff member was courteous and very friendly...and the keys were perfect.

#2. I had no idea the store had so many products...it’s obviuosly been expanded and looked very professional. You’ve got to take pride in that.

So you’ve won a new customer. Keep up the customer service...it’s 90% of getting folks to come...