Stillwater Ace Hardware — Local services in Stillwater

Update: from 1 Star to 5. oh what a difference a year makes! I placed an online order for pick up that was quick! I walked in the door and was greeted and received great offer for help. I got a question answered about an item they did not carry. I grabbed 2 bottles of BBQ sauce ( they have great selection !) I was directed to the service desk to get the on online item at back of store. Before I could get there my online item was in the hands of manager Dave with a smile. Jokes about the great service they provide ...with that I confessed about my last review of their store but promised to update, thanks Jeff and Dave for the above and beyond I hope for at an Ace!

Previous review: I needed help with some grilling sheets. No one working knew what I was talking about. Pulled up on my phone for staff but still no help. I asked of they had a "as seen on tv section" again they did not know what I was asking. I bought a gallon of stain, brush etc. The staff told me it could clean up with water. I got home and had to make another trip back. I didn't have my glasses the first time and no one could read the can and tell me what I needed to clean up the brushes. First trip I spent 183 and had to come back to clean up the brushes. I didn't get help the second time either. I finally pulled one of the cans off the shelf. Took it to where there was some good light and read a long amount of information before the final statement was clean with mineral spirits. Still staff was not very helpful even when I told them what I needed. My son lives in Stillwater and we came there because we needed helping advice...

I emailed the store manager a week ago with zero response so I will share here for others to be aware. I expected more trying to support a smaller locally owned business vs a big box store.

Whoever was working the front of your store on Saturday afternoon 2/3/24 should be fired. I understand finding help is hard these days but you would be better off without them given my experience. I needed a Manchester 5 lb propane tank, this specific brand is needed to work with my older Weber performer grill. Online it shows your store has it in stock, I live in Fridley so I called before I drove all the way out there. I am pretty sure whoever was working the front of your store is who I spoke with on the phone. I very specifically asked him if your store had that brand and size tank in stock and he responded with oh yea we got those. Upon arriving he was standing at the front and I was greeted with a blank stare. I wandered around the store and asked him about what I was looking for. He radioed someone and sent me outside to look for the tank. I couldn’t find anything but encountered another employee and asked them, he led me inside and showed me a Flame King tank but I mentioned I needed Manchester brand. He looked on computer and said your store had nothing. I explained I had called to confirm you had the item before I drove from Fridley. He just said sorry about that. I left the store and ended up driving to a Tractor Supply in Inver Grove Heights for my tank. I was extremely frustrated and wanted to make you aware of my experience. Thank you...

Walked in the store looked for a light bulb to replace the one burned out on my garage door. Have no experience what kind of the light Bulb I need. Saw an employee at the front his name was Jake. "Hi I am looking for the light bulb for my garage door." I asked. He responded with," oh, do you want me to show you where is it, but I can't leave the register." What! Was that a joke?! I moved on. A big size female employee (can't remember her name) walked towards me, I told her what I need. She wasn't sure how to answer my question so went to looked for help. I was like well, ok... and I continue moved on. Then I asked an older male employee, he was more knowledgeable and well answered my questions with good attitude. At the same time that big size female employee showed me a type of garage opener light bulb but it wasn't LED so I didn't take it. She turned around and walked to the front and said to another employee,"ha, she don't even know what she wants!" Seriously? You have to make fun of your customer? I was appreciate her help even though she didn't find the right light bulb I want and I was going to tell her thank you for tried to help out. Plus I already got my answers from that older male employee. Now she turns around made fun of me!? Mhmm. Over all, the employees there are not properly trained. Wasn't a happy ending but at least I...