Dorn Ace Hardware — Local services in Sun Prairie

I went in this morning to rent a chainsaw. I pressed the help button and waited with my toddler in tow. After waiting ~10 minutes and no one came back I went to the front to see if anyone was available to assist me. When a man came around I told him I was there to rent a chainsaw for a small project of cutting up a small stump and a large branch that had fallen. He asked me if I've ever used a chainsaw, which I responded I had and his condescending tone told me exactly how the rest of this interaction was going to proceed. He pulled the chainsaw out and told me if I ruined it I would have to pay for the chainsaw. I informed him I understood how rentals work and feel confident using a chainsaw. He then went on to say, "this is more than just making one cut of wood with your Dad." Incredibly patronizing and superfluous. He began his tutorial and I was following along when my 3 year old told me he needed to use the restroom. I told the man assisting me that I would be right back and we could pick up where we left off. He reminded me how important the tutorial was even though I had not been dismissive or argumentative of him going over how to operate the chainsaw. When I returned from the restroom he had removed the chainsaw and safety bag from the counter and informed me he didn't think he could rent it to me. In disbelief I asked him to explain why he felt that way. He said, the way I was talking. I was unsure what he meant and he refused to give any additional information so I asked if it was because I was a woman? He immediately got defensive and said that's not the reason yet could not provide an answer as to why he found me incapable of safely operating a chainsaw. I was incredibly insulted by the entire interaction and walked up front to purchase an additional item I needed. I explained to the cashier how frustrating my interaction was with the rental and she called for a manager to come and speak with me. He was also unhelpful and told me he would, "look into it" and it was "not because of gender." I could completely understand if I was not of sound mind, was intoxicated or unwilling to follow the tutorial and safety information being provided why I would be denied but none of that applied to this situation. No explanation was provided beyond him "feeling" it wasn't a good idea. Absolutely absurd customer service. Fortunately, the next rental store I went to provided me a chainsaw and excellent customer service without making me feel like I was a bumbling idiot incapable of using a simple tool.

In Response

He was patronizing from the very first sentence of our interaction. I'm sure if my husband came in to rent he would have a very different customer experience but I digress.

I understand the reason for using caution when renting tools to the public. As stated above, I not once was dismissive of him going over the tutorial or safety precautions. Again, I feel confident knowing how to safely operate a chainsaw otherwise I would not have been there to rent one. I had told him I had experience using a chainsaw (RE: the condescending comment he made about me having used one more than once with my Dad).

In the end, I had a great rental experience elsewhere. With the chainsaw they rented me, without issue, I safely completed the job. If I'm feeling like I want to experience some classic misogyny, sure maybe I'll swing back into your rental...

First, the only reason I am giving 1 star is because there is no option for 0. This place has been nothing but problems, and today was the final straw. We needed to rent something and were quoted $33 for 4 hours. However, upon getting home we realized that we were charged an additional $3.30 “damage waiver charge”. Not once during our transaction, with 3 separate people, were we notified of the fee. Then, when we returned the piece of equipment and politely asked for a refund because no one notified us of the charge, and the option to waive it, we were treated fairly rudely. When asked why no one had notified us of the charge, the cashier pointed at a sign on the counter and that was that. In our opinion, any place that does not at least notify customers of a charge is basically stealing. We HIGHLY recommend avoiding this place at all costs. While it may be a few minutes farther, Ace in DeForest has always been great and incredibly friendly.

Update: We have changed our review from a 1 star to a 4 star. This is because the owner of the True Value, Tom Dorn, responded to our review and did issue a refund of the damage waiver. We were very impressed with not only a response from him, but with his willingness to issue a refund. This told us that he takes reviews seriously, and that he cares about resolving issues with his customers. We have a great respect for someone who cares about each customer's experience in his store. That doesn't seem to happen much anymore. Thank you, Mr. Dorn. Hopefully the employees, though, do begin to ask each customer at the time of rental if they would like to buy the damage protection or if they want to waive that protection. Then, both parties are clear from the beginning of the charges and the coverage. Thank you again, and your response and refund is greatly...

Hello...I would have given a 1 star review, but my husband and I "initially" had positive and professional customer service from a man named, "Vern," a few months ago. Thus, I decided to give a 2 star rating in spite of feeling completely ignored today. Sales associates walked past me never asking if I needed help. I asked one associate for help when he was finished helping the man he was waiting on. He finished with that customer and then helped another man while I was at the end of the isle looking at him. He should have said, " Sir...this woman has been waiting on me and I will be right with you just as soon as I help this woman.". But he did not do that. A minute later a gentleman was standing about 10 feet away from me at the end of his isle. Another associate also walks toward both of us, looks at the man and says, "How's it goin', Sir?" and begins to help him. He could have asked, "Which one of you is first?". But he didn't. There was another experience like this as well, so, to make a long story short...I spent a good 20 minutes in the store waiting for help, but I felt very ignored like people were walking around me. I hate to say this, but it felt like it was because I was a female that I was not being helped. My husband and I are fair people. We like keeping our money "local" and may give this place one more try only because "Vern" was extra nice and helpful the first time we were in and maybe it was just an "off" day. But, customer service is very important. If it happens again, we won't step foot in the ACE on...