Sullivan Ace Hardware — Local services in Sullivan

Had a pretty awful overall experience at this store. Had my key to my 2009 Toyota Matrix break apart, leaving the metal portion that goes in the ignition as the only part left. I ordered a new key (the fob and key is molded together) at the cost of $145 and programmed it myself, but needed an automotive locksmith to cut it. I went to this Ace Hardware to get the key cut, and the young gentleman named Mike (teens, early 20s in age?) assured me it would be no problem. He cut the key pretty quickly, and told me to go out to my car to test it. I tested the key, it did not work. By the time I got back inside he was occupied with another store patron for 20 minutes, and didn’t even acknowledge I was waiting. Upon letting him know the key did not work, he reviewed the key, and stated he had “cut too much off” it. He then told me “sorry” and there was “nothing he could do”. I spoke to the cashier at the front of the store and asked what the store was going to do about ruining my $145 key. She radioed Mike back, and Mike called the manager (Kenny). Manager approved the ordering of a new key to replace the one that they ruined, at the cost of $145. I got a voicemail two days later, saying the key arrived. I went the next morning to pick it up. I told the lady at the key desk (Theresa, an older woman with a southern drawl) the store had messed up my expensive key and a key had been ordered to replace it. Told her I needed to pick it up, and was going to take it somewhere else to be cut. She said “we’re not gonna do that. That’s a $145 key.” I told her “the manager (Kenny) said he was going to do that”. She then said “why don’t we get him over here then and see what he says, and see if that’s true.” She called him over and then mumbled “we’re gonna have to make a sign saying ‘we’re not liable’ because of you doing this’”. The manager came over and she explained all of her reasoning to him and her idea about the sign and he just gave the replacement key to me without a word.

Theresa clearly does not belong in a customer service role! My encounter with her is honestly one of my worst customer service encounters.

While she may be true about them needing a sign regarding liability — maybe this wouldn’t be an issue if they were not using an old-fashioned manual key cutting machine that requires skill to operate, and had an inexperienced teenager running it — and instead were using an automatic automotive key cutting machine that scans and does a precision cut with lasers.

In the end here, the store manager, Kenny, was the real hero.

If you cheap out, it’ll eventually come and bite you in the a**! Purchase new equipment like all the other Ace...

This location has great gift items plus the regular hardware you would expect. While I am a frequent customer, I will say that the service is a bit "off". Asking questions ie: prices, etc, seem to irritate the cashiers, as if you are putting them out. Usually I give a place a chance, figuring it's an off day or something for a sales associate, however, this seems par for the course every time I shop there.If they prefer not answering questions, have things priced visibly and items accessible so one doesn't need to ask for help. Their merchandise is nice, which is why I have shopped there over the years. Worth shopping for the interesting...

This store has just been purchased and is being turned into Sully's Ace Hardware. This will bring a much broader selection of products to the Sullivan community. The new owners are awesome people to work with and are very excited to be part of Sullivan. Be sure to stop by and see their new Home Interior section with all new home decor items for the ladies and interior decorators in the...