Great Lakes Ace — Local services in Rockford

I was looking for something specific (and not what one would call hard to find), and visited the Rockford, Grand Rapids, and Cascade Ace Hardware stores. Not one individual approached me at the GR or Cascade stores to ask if I needed assistance. When walking into the Rockford location I was greeted immediately and throughout my shopping time, was approached by 4 different employees asking if I needed help. I was unable to find what I needed at the GR and Cascade stores but found it in the Rockford store. By far the "BEST IN CLASS" service and available parts bar none! I won't waste my time or gas checking anywhere else in the future. Best of all not only did they have what I needed, but other items I saw at all stores, Rockford was cheaper. They will have all my business going forward!

I am not sure what happened to this place, however it has gone downhill terribly. No longer does anyone greet you or offer assistance when you come through the door. In fact, on numerous occasions not a single person has asked if I need help, even when they have seen me wandering the aisles obviously searching for something. In addition to the customer no service, I have literally stood in an aisle searching where two or more employees are within touching distance of me without even so much as a greeting much less asking if I needed help. They never even looked at me. I suppose this business has gone the way of so many others.....customer no service now being the standard. I recently called and after 5 minutes, yes literally 5 minutes of ringing no one answered. I hung up. I dropped some mower blades off for sharpening a week ago, yes a week ago and have heard nothing, not a peep. The last time I did this at Rockford, it took 2 days. This doesn't even account for the fact I stood at the service desk for 10 minutes (no bell or anything to let someone know I was there), before someone asked if I needed someone to help me....duh.....ya think? Then it was another 5 minutes before someone actually came to help. Wow, no more business here, not ever again. The new ACE on the Beltline isn't the greatest in terms of service, but they have so much more stock and yes, someone did ask if I needed help eventually. I have had numerous Rockford employees look at me and keep walking or looking away. This is now common.

It's unfortunate that I now have to leave Rockford to find what I am looking for but I simply can't support a local business that operates like this place does now. ...

Came into the store a few weeks ago later in the evening on a Friday, looking to get some concrete drill bits, and some attachments for my Dremel. I knew the general area of the Dremel bits, but not exactly, since I had only been in the store a handful of times for other non-related items. After wandering around the automotive aisle, I was approached by a younger male employee by the name of Danny or Daniel. He politely asked me if I was finding everything alright, (I was not.) and after telling him what I was looking for, He promptly showed me where their sizable selection of Dremel bits were, while asking me relevant questions to what I was looking at, without making me feel pressured into buying anything unnecessary. After finding the Dremel product and drill bit I needed, he set me up with eye protection, which I forgot about completely. He didn't try and oversell me on the most expensive pair either, instead, asking how often I intend on using my Dremel, which isn't much. He asked if I would like more visibility which would be a set of 3M glasses, showed me the traditional clear cheap ones, aswell as a more budget friendly, middle option, a Dewalt set. I went with the 3M since they fit my face better, and after finding everything I needed I felt like I had been not only listened to, but welcomed here. Seriously not the type of service I had become used to shopping at Lowes and Menards! I will most certainly come back soon, it's worth the drive for the great service!

TL;DR: If you want to be treated well, and have the employees actually listen to what you're asking...

This place I will probably never step foot in again. So many employees but the young boy helping me at check out couldn't get the (assuming manager) to come over and help at check out for almost 10 minutes. He was very kind. When she finally showed up, she proceeded to degrade and belittle him. Interrupting him when he was explaining the problem, telling him to calm down, then again saying to take a deep breath. This boy was calm and very respectful. I almost opened my mouth but continued to let it play out. He shook as he counted my money. When I got to the car I was so upset. I have a daughter his age and I would never allow her to be treated like that let alone work for someone like that. My husband called and asked for a manager which he was then tossed back and forth and never reached one. Then I called back to reach one as I think he gave me back an extra 20 too much but I lucked out as well. Please treat...