Hatchet Hardware of Brunswick — Local services in Town of Brunswick

Jacob greeted me promptly as I entered the store with a photo of a project I’m improving at my home. I described my challenge and showed him a photo. He knew immediately where to go in the store and walked me over. We reviewed my options, we debated pros and cons of each option, he recommended the optimal solution and explained why — the “why” is essential for decision making — and I made the executive decision to move forward with his recommended solution.

As the transaction wrapped up at the register, Jacob told me about the survey — my issues is that it requires me to remember to do it sometime later after a long day and it has several hoops to jump through to get to the survey from a paper receipt I typically throw away on my way out the store. In today’s digital economy, where most people have access to smartphones with SMS capabilities, there’s a real opportunity to make feedback more convenient and accessible in the Digital Realm.

I explained that my intent is always to provide positive feedback because my experience is always positive (thank you, Mom and Dad, for teaching me proper social etiquette and to use my manners everywhere I go), as I know it’s a key metric tracked by Corporate for store progress, employee performance, and overall customer satisfaction. However, the reality is that most of us lead busy, demanding lives. Within 30–45 seconds of leaving the store, we’re already shifting gears to the next thing—and that survey receipt is quickly forgotten. I believe fewer than 1 in 10 customers actually complete those surveys, which is a troubling statistic.

In a data-driven world like 2025, I strongly encourage Corporate to implement a more effective system for collecting both qualitative and quantitative customer insights to guide decision-making catered to Digital Citizens in the Digital Realm.

I thanked him, gathered my supplies for that day’s Ace run, and returned home. Sure enough, Jacob’s recommendation was the perfect solution and my project was completed in less than five minutes. Thank you, Jacob, from Ace Hardware — yes, he was also wearing khakis. ;-)

And I would be remiss not to mention Scott and Isaac, two additional phenomenal role models at Hatchet Hardware of Brunswick. They’ve helped me time and again make informed, thoughtful decisions on my home projects. Thank you three—and thank you, Team Brunswick. You truly embody the spirit of community, and we’re all grateful for your...

Isaack greeted me promptly as I entered the store with a product I’d purchased a few days ago. I let him know I didn’t have the original receipt, but that I had checked out using my Ace Rewards number. Without hesitation, he assured me it was no problem and that he could credit me at checkout.

I thanked him, gathered my supplies for that day’s Ace run, and returned to the checkout where Isaack assisted me again. Sure enough, he processed the credit on my transaction. He offered me a bag—which I declined—and once the receipts printed, he mentioned the $5 coupon and a customer survey.

I told him I often forget about coupons when planning my visits to Ace. He explained that the store will honor them as long as they’re linked to my Ace Rewards account. I really appreciated that insight and was glad I brought it up during our brief chat.

As the transaction wrapped up, Isaack kindly offered to help me carry my bulky items to the car—an offer I gladly accepted. During our walk, I shared my thoughts on improving the customer feedback and survey system. In today’s digital economy, where most people have access to smartphones with SMS capabilities, there’s a real opportunity to make feedback more convenient and accessible.

I explained that my intent is always to provide positive feedback, as I know it’s a key metric tracked by Corporate for store progress, employee performance, and overall customer satisfaction. However, the reality is that most of us lead busy, demanding lives. Within 30–45 seconds of leaving the store, we’re already shifting gears to the next thing—and that survey receipt is quickly forgotten. I believe fewer than 1 in 10 customers actually complete those surveys, which is a troubling statistic.

In a data-driven world like 2025, I strongly encourage Corporate to implement a more effective system for collecting both qualitative and quantitative customer insights to guide decision-making.

When we reached my vehicle, Isaack gently loaded my items and I thanked him sincerely before we parted ways. Huge shoutout and thank you to Isaack for going above and beyond.

And I would be remiss not to mention Scott, another phenomenal role model at this store. He’s helped me time and again make informed, thoughtful decisions on my home projects. Thank you both—and thank you, Team Brunswick. You truly embody the spirit of community, and we’re all grateful for your...

I'm writing to express my disappointment of my purchase at Hatchet Hardware of Brunswick in June 2025. I consulted with a sales rep for awhile regarding the weed trimmers, and was ultimately sold an EGO 15" trimmer. The exact words were "if my mother came in here this is what I would sell her"... 1) was told battery life was 1 hour - battery life is about 20 minutes 2) NOT light, very heavy once the battery is attached, all things considered for a 15" trimmer 3) string head virtually impossible to remove, took 2 people. The EGO unit is inferior. I paid over $200 for this item, paid cash and a week later I brought it back. Was told no returns, no exchanges since it was used (wasn't told this originally, apparently that is Hatchet's policy). Unit was sent to Colonie for "review/repair", then returned to Hatchet a couple of weeks later, and I picked it up Saturday. After 3 trips, finally got the trimmer back. This isn't my first trimmer... I own a stihl, ryobi, and black and decker. I use them all; the stihl is gas, the ryobi of course battery as is the B&D. The manager, Jesus, while nice enough as is the rest of the staff, should have offered me an exchange for a different stringer. I was misled on the trimmer, and it was a poor sale, and a bad experience all around. I will not make another large purchase here, this is why people go to Walmart or shop online. Stinks to say but true. While trying to shop local, the shop should try and keep the locals...