Ace Sporting Goods — Local services in South Strabane Township

Have bought plenty from them in the past. Customer service has always been hit or miss. Last time I was there, it was because I had stopped to pick up a layaway, as well as pay on another, and pick up some reloading supplies. They were busy (which is typical) so I stood by the register at the back counter, and patiently waited to be helped. I stood there in that same spot for 40-45 minutes watching employee after employee walk right past me as if I weren’t even there. They would walk past me, then wait on other customers that had showed up after I did. I eventually asked one of the employees for help, he told me to “Hold On” then walked over to take pictures of a customers dog, and talk to them. As another employee walked past, I asked him for help, he also told me to “Hold On” and went on to talk to someone behind the counter like as if they were on break. So I continued to stand wait. One employee that usually waits on me was with a couple customers, so I assumed he would wait on me once he was finished. Instead, he smiled, then walked into the office behind the counter, came out of the office in the other side, walked around the back counter, and began waiting on someone else instead. I made a motion with my hands down n the air in a “WTF” expression. Then started to walk out of the store. All of a sudden, everyone wants to help me. I told them not to worry about it, I’d just come back later. After driving about 10 miles, I turned around, went back to the store, and cancelled both of my layaways. One of which was paid for, the other I had just started about a week ago. Ended up costing me about $190 to cancel them (10% cancellation fee) I should have argued about that fee citing the very poor customer service. However, I don’t think it would have mattered to them anyway. I chalked my loss of $190 up to a “learning experience” and will never again set foot in that store. I realize that I’m not a big time “player” in purchasing firearms, but I work hard for the money that I have spent in Ace Sporting Goods. Plus it is a 40 mile drive (one way) for me to go there. After purchasing previous firearms, and supplies, I’d think my presence/business would be more appreciated by them. Not the case at all it seems. I will be sure to pass on my experience there to others, and do my best to guide them elsewhere for their purchases. Hopefully Ace Sporting Goods will work on its customer service, and employees attitudes towards the customer in the future. As for me, it’s lost business. Which I’m sure will not matter to them at all. My money will spend just as easily...

Very, very disappointing. I haven't been to Ace in many years but have recently regained my interest in guns. The last time I was at Ace was so long ago they were located in town.

So, I went to Ace this evening quite prepared to purchase a handgun, or two, and/or perhaps some other items - laser sight, etc., etc. I was actually kind of pumped. I had done some research about guns I might be interested in - compact .45s. I was quickly disappointed. The salesperson was almost incommunicado. When looking at two somewhat comparable guns I asked, "What are the main difference, what features distinguish these two guns - pros/cons". Answer was "price". I foolishly thought one version of one of the guns had a steel frame and received something of a scorned look and a sarcastic toned, "they all have composite frames". And being the stupid customer that I am, I wasn't aware of what is included in the various "kits" in which the guns are packaged.

Making matters worse was that there were other salesmen within earshot (one did provide an answer to one question) who failed to intervene and resuscitate the sales effort.

So, in my eyes Ace went from hero to zero in about 5 minutes. When getting info out of a sales person is like pulling teeth and there's attitude to boot and other employee witnesses are complicit, it makes for a bad customer service experience.

General thought:

Miserable customer service (perhaps not indicative, but on full display for me).

Painful location - entrance off divided highway requiring u-turn when entering from the one direction and necessitating a right turn on departure. Not a great parking situation, either.

Competition must be increasingly formidable with increaing online sales applying downward pressure on pricing. What differentiates brick and mortars from online? Customer service.

Ace's prices are suspect relative to online competition.

Add it up

Iffy pricing Painful location Poor customer service (this may actually be an indication that things aren't going well as businesses may ironically compromise on labor costs at precisely the time when quality customer care is the only thing that can improve business).

Upshot

I'll...

-Hit or miss-

I have stopped in here probably once every few months for the past several years and have made several trades and purchases; for every one of them my experience has been a hit or miss. Their prices are reasonable and they have one of the bigger selections of firearms in the area which is why I go, but the staff and costumer service are mediocre at best. First off I've never went in there and not waited at least 15 minutes before being waited on. Note that they are usually busy but still is it that hard to greet me and say "well be with you as soon as we can"? There have been times where I had been in the store for over 30 minutes looking around and simply walked out without as much as a word being said to me. As for the staff, some of the guys are really nice and helpful while others are not so much. For example the gunsmith is a nice and knowledgeable guy but there is usually a line of people waiting to talk to him. Then on the other hand there is a younger kid with blonde hair who doesn't even look old enough to have a ccl, and is about as helpful and knowledgeable with firearms as Whoopie Goldberg (avoid him at all costs). If you are looking to trade a gun in they usually give a decent price (for a gun shop that is), BUT they can be picky with what they take. If for example the gun in question is not super popular or sought out like glocks and high end 1911s; or if they already have a used one in the store they will most likely tell you "we are not interested at this time". In conclusion I give Ace 3 stars because while they have a big selection, are usually but not always a little cheaper, and once again are usually but not always better with deals on trade ins as compared to other shops; the staff and costumer service is totally hit or miss. So if you don't feel like shopping around or are in a hurry Ace is usually your best bet to get what you want at a good price. But if thats not as important to you as customer service I'd take my...