Sylvania Hometown Hardware — Local services in Sylvania

We will not shop at Sylvania Hometown Hardward / ACE Hardware again. The price was competitive to big box stores, but the customer service and return policy is terrible. We tried to purchase a Blackstone grill online and pick it up at this location, but they said they never recieved the online order. We had a confirmation email and number, but there is apparently poor communication between Ace Hardware national and this Sylvania Hometown Hardward store. Sylvania Hometown Hardward did nothing to help rectify the situation. They said there was nothing they could do and that we just had to come in the store to purchase it. So we went in and purchased a Blackstone 36" ($560). We had to pick it up, but it was pre-built. When we got it home and opened the lid, it looked like it was already used (it was sticky) and the igniter wasn't working. We called Sylvania Hometown Hardward to see if someone at this store could help us. Unfortunately, the response from the manager was basically, "all sales are final; if you are having an issue with the grill you need to call Blackstone." So it seems like they don't care what they sell you or what your experience is as long as they get your money. It's frustrating because we tried to support a local store, but they just don't have good customer service nor a reasonable return policy. Back to Lowes and Home Depot we go from now on. Sylvania Hometown Hardward, I really hope you change your ways and start serving your...

I come to this store mainly out of convenience - since The Anderson's store that was at Monroe and Talmadge closed, this Ace Hardware is closer to me than Home Depot or Lowe's. However, the inventory is not nearly as expansive as at the big box stores, and (except for some random doorbuster deals that they often have scattered throughout the store) it's generally more expensive than the big box stores.

It is their return policy, however, that is especially questionable. Just this morning I returned some items (about $25 in sum) that I had originally purchased with my debit card about a week ago, and for which I had the original receipts. They refused to issue me cash or store credit, and insisted that the refund had to be put back onto my debit card. Now I'll spend the next week or two checking my debit card account to make sure the credit is posted. I know of no other store in the Toledo area that will not refund cash for debit card purchases with receipts.

From here on out, I'll drive the extra ten minutes to Home Depot or Lowe's - the extra drive time is worth the peace of mind of...

I work in customer experience and I wanted to support a smaller business in my local community. So I ordered in an expensive grill with them and went to pick it up when prompted. I was referred to the assistant manager and right away without greeting was told, "you were supposed to call me". Apparently their was a communication error, which I understand happens. I do have screening on my phone, but always get messages. Also, they were short staffed, which I understand. However, she was anything but friendly and welcoming. She also looked at me like I was mad when I explained the vehicle I brought to pick it up with. It fit perfectly for the record. The older gentleman was very helpful and kind. Not sure I want to go out of the way to...