Ace Hardware — Local services in Palm Springs

We purchased a pretty expensive Traeger grill at this location in late March. They were helpful with delivery and suggestions for pellets and accessories for the grill. Fast forward about 1 month in to owning the grill, we have multiple issues with the grill. The grill began shutting off in the middle of my cooks with no explanation, no error messages later explaining what happened. Two different spots on the grill suffered damage from wires burning where there shouldn't have. Traeger support staff was less than helpful. They had me connect to a video feed and take apart some pieces of the grill where we found the two parts (wires) that caught fire and caused the grill to no longer turn on. Traeger informed me that they would be "escalating," this case and someone would follow up with me "shortly." 24 hours later I still had not heard from Traeger. Following up they informed me the team that would be handling my case works only M-F. I was told, "it takes time." After almost 48 hours later, Traeger stated that they would be happy to send replacement parts and sent me short videos to watch so I could do the work myself. Would not reimburse me for meals that we lost due to the grill not working and when I brought up that my grill should be replaced and these things happening on an almost $4000 grill, they simply just said, "yeah no we won't be replacing the grill." We later contacted Ace about the issues and showed them pictures of what happened. A short time later we received a call from Eric one of the Managers at the store, and he could teach Traeger a few things on customer service. He informed us that they would take the grill back no problem, and they would help us figure out a solution for a new grill. A few days later we had the melted Traeger taken away and they delivered a new grill for us. Richard, Eric, and Brad at Palm Springs Ace Hardware took great care of us when Traeger routinely dropped the ball. We will be returning time and time again for the way Ace handled the situation. Palm Springs Ace receives an A+ in our book on Customer Service. While Traeger clearly fails. For all your grilling or hardware needs, look to the Palm Springs Ace...

Had a really bad experience at this store a couple days ago….. I was seeking assistance in finding a specific color of paint and went to that department seeking assistance…. I was directed to the paint chips probably numbering in the thousands——I told the guy I knew what they were, but I needed some help as I was not exactly sure what exact color I wanted….. he told me he did not pick paint for customers——I told him I didn’t want him to, but I needed some help in narrowing down the choices—— he said he did not know what I wanted?!? I asked him if he was the paint guy which he agreed he was and then he told me he could not help me, turned and walked into the back room leaving me standing there…. I asked one of the guys he was talking to if he would call the manager which he did. Manager Mark went into the back room and said the paint guy was not there?!? He apologized and asked what happened, so I told him. He referred me back to the walls with all the paint chips…. I told him I was looking for some assistance in finding some paint—— he did not seem all that interested either, so I said forget it…. he directed me to the stain aisle, but I was so ticked off at that point I decided not to purchase anything at that store…. Manager Mark had left by then, so I went to find him and told him he had lost a customer and that I would not be returning to the store——- as he walked away he said, I said I was sorry, what else do you expect?” They seem to have forgotten who is serving who——avoid this store, if at all possible…..unless you want to put up with a haughty attitude from Manager Mark and at least some of the...

I cannot rate this store any higher than 5 stars, but if I coul⁹d I would. This Ace Hardware is very clean, beautifully organized and the customer service is top notch. I especially want to recognize David for his customer service.

I needed a particular electrical connector for my project. He noticed me picking out and replacing packets hanging on the wall. He came over offering his help. I explained what I needed and he patiently helped me search. Even though the part only cost 2.19, he treated it like it was a major purchase. I thanked him for his help, paid for the purchase and went home and completed my project. It was so nice to experience REAL customer service...