Apalachee Ace Hardware — Local services in Tallahassee

Normally our experience with ACE has been fine. This day, however, turned us off completely. Our dog has just died that morning so we (my wife and I) went to ACS Hardware to purchase a shovel. Upon checking out, their systems went down just after they ran our debit card, so no receipt was printed. When the system came back online, the attendant attempted to look for the transaction but did not see it in their system, concluding that the transaction must not have gone through. At the same, I decided to check my online banking app and saw that the purchase from ACE was pending. I informed them that I had indeed been charged for the shovel and that if we run the transaction again, I will be charged double. The attendant helping us consulted with another employee named Reno. Reno said that if they ran the transaction again the bank would probably cancel the first transaction after a few days. I didn’t think that would happen, but whatever, the shovel didn’t cost that much so I didn’t want to make a big deal out of it. We then completed a second transaction and this time everything went as intended. I agreed to return to the store for a refund later if the first transaction is canceled By this time, I already felt a little uneasy about the situation, because Reno’s customer service was less than friendly and I could feel as if he thought we were being difficult because we were concerned about getting double charged. My wife and I then proceeded to leave the store but still thought about the situation. If we come back to get a refund, we’re not going to have anything to corroborate our story. If Reno or the attendant isn’t there when we came back, no one would probably believe us. We went back in to ask Reno to please write a statement about what had occurred, so in the event, he’s not there someone would know what happened. Reno, then refused to help us, telling us he was busy with other customers, even though the system had gone down again and they were waiting for it to come back online. He said he would not write a statement. My wife then turned on her phone video camera, asking if he would give a statement by video since he did not want to write a statement. He then proceeded to block his face, telling us that he didn’t consent to be video recorded. Mind you, he gets recorded every day, when he comes to work. When other customers tried to intervene saying that we were just worried that not having a receipt for the first transaction would cause problems when we came back, he lied and said we had a receipt. Things started to escalate, but another employee intervened, (a manager I think). He asked for our receipt and wrote a brief statement on the back explaining what happened; problem solved. Why was that so hard…? We ended up getting charged twice and had to go back and get a refund. Luckily, we had the written statement, because neither of those people was there at the time and the attendant helping us was very confused. We ended up getting our money back for the first shovel, but the experience left us not wanting to go back to ACE. In case this is disputed, we have...

So, I was in need of a part because of a leaky pipe, and while I generally try to support local businesses, I will never return to this ACE and everyone I know will know of this experience. I get there, and it is not yet 7:00 when the clerk inside told me they were closed and waived me off...really?. I even pleaded saying I need one thing, and it won't take but a second. He ignored me and turned away. So ACE management, is this what superior service is? I even called and when he answered, he said they get to go home too. Closing at 7:00 means closing at 7:00 not before so you can get out of there at 7:00. He seemed to be heartless when I told him I have a leaky pipe, and really needed to get apart. Didn't seem to care. I know it costs more at ACE because they tout their superior service, but this is the second time I had terrible service at this location. The other time, the guy didn't know the difference between pool salt and softener salt or even where it was. I can get that kind of service at the big box store for less money!! I love the ACE in Woodville and Kerry forest. They walk you to what you need and dote all over you, but after reading reviews on this ACE, they're loosing customers. I found what I needed across the street at Walmart, and cheaper! No longer will I pay more for terrible service at this ACE, but who is really listening. So if someone is. It was whoever was working last night 11/1/2018....

I came in there yesterday and bought a craftsman pressure washer along with some other supplies to build up my turf in the backyard. The whole purchase came up to about $439. I went home, took my whole porch apart and put together the pressure washer to find out it didn’t work. The water wasn’t being pressurized. So within two hours of making the purchase, I brought the pressure washer back up to Ace with the receipt and the manager refused to return it and not only to refuse to return it, He walked out of our conversation and left the store store. One of the young associates there was very kind and was trying to help out by taking the machine to the back and getting on YouTube and trying to figure out the problem. I ended up going back home and getting all of the other things that I purchased that were not used and bringing them back up to the store and disputing the charge with my bank. I have always enjoyed Ace Hardware because it’s a smaller place versus Home Depot or Lowe’s, but I will not be back to an ace If they can’t stand behind their products. I could’ve bought something on Facebook marketplace used and at least been able to try it and it would’ve been half the price and it would’ve worked. Instead, I wasted about four hours of my day taking my porch apart, putting together something that didn’t work unsuccessfully getting my purchase return from Ace and then having to put my porch back...