Ace Hardware Home Center — Local services in Round Lake

Drove from Mchenry Ace to Ace in Round Lake to purchase an Ego SNT2112 since I saw that your store had one in stock. It was closer to closing time on Monday the 8th of January and the store was not too busy. I was walking around the snowblowers for about 10 minutes looking around to see if there were any employees who would be able to help me out with my purchase. The cashier was busy so I didn't want to bother them but I then saw Sharon who was walking a customer to the cashier so I thought on her way back she would stop and ask me if I needed help. To my surprise she walked right past me and made no eye contact at all. She walked all the way back to some desk area at one end of the store. I walked all the way down there after her to get some help with my purchase and as I came up to the desk I said "hello there" which is a greeting showing common courtesy. Sharon proceeded to ask me "who are you?" which really took me by surprise especially with the tone she used. At this point I thought to myself this is not going to go well. I told Sharon that it is customary to respond to a hello with another hello and that the way she responded was very rude. Sharon's customer service skills are non existent and I hope no other employees treat customers the way Sharon did. My entire experience that day from when I walked in and Sharon didn't offer to help even after she saw me by the snowblowers to our exchange by her desk area will keep me away from your store as a customer. I went the next day to Lowes to purchase the same Ego power SNT2112 snowblower and their customer service from multiple team members...

I've been visiting this ACE store on and off for about 10 years now, and the one thing that lifts this branch above others, to me, is the toy department. Not because of the toys as much as the hobby products. They have a very cool selection of plastic models, model paints and all the hardware that one uses if you're into this kind of hobby. Just this week I visited them to look for a model of an old ship and found the Jolly Roger there at $36. Earlier this week I was at a hobby store in Des Plaines, and saw a model ship for $150! So I was well pleased at the price difference. I'm not a pro model builder, so the high price at the other store didn't appeal to me. I then went to an ACE in Des Plaines, only to realize that most of them don't have this type of department.

On previous occasions, I visited ACE Hardware Home in Round Lake Beach for tools, BBQ gear, heaters, etc. and always found an excellent selection, great prices and friendly staff. I love knowing that I get what I go for when I walk into a store, and this...

I recently needed to pick up an online order, and although there was a hiccup with locating my item, the experience turned out to be remarkably positive thanks to the cashier who assisted me. Upon arrival, when the item wasn’t immediately found, the cashier promptly had someone also check another location and was extremely courteous, apologizing for the wait.

Throughout the process, she was not only professional but also proactive—at the first sign the item could not be found, she started reassuringly explaining the next steps. The store manager stepped in to assist, but it was the cashier’s initiative and clear communication that really stood out.

Ultimately, I decided to wait for the item to be delivered, and the way this situation was handled by the cashier left me impressed. She made what could have been a frustrating experience very manageable. She is a credit to Ace Hardware and exemplifies the type of service that builds customer loyalty. She definitely has a bright future...