Horn's Warsaw Ace — Local services in Warsaw

Stopped in on my way back home to Richmond, VA, would make the drive for to this store again and again. Outstanding Customer Service and Expert Advice! I thought Id just browse for a few minutes, hours later I had advice and assistance / supplies to conquer my tasks around the house I have put off for quite sometime and also after hundreds of visits to other hardware stores have not felt I even knew where to begin with selection of the right supplies for a few of these projects, nor was anyone working at other places interested in my interests, goals, needs in the genuine, kind, helpful manner Jean and Lenny were. I had the pleasure of experiencing the best customer service I've ever encountered from Jean and Lenny when purchasing from Ace Hardware Warsaw, VA. Kelli, Mike from management also showed amazing enthusiasm and support, were nice to talk to. From the moment I reached out with a query, the customer service team went above and beyond to ensure I had all the information and support I needed. Not only was the response time incredibly fast, but the advice I received was genuinely insightful. The team's expertise shone through, providing me with tailored recommendations that perfectly suited my needs. Their patient guidance helped me make an informed decision, and I couldn't be happier with the purchases. It's rare to see a company that truly values its customers as this particular store does. Their commitment to exceptional service and expert advice has made me a loyal customer. I highly recommend them to anyone looking for quality hardware and a hassle-free shopping experience, even if you are not local; make the drive you will be impressed. Thank you so much, Ace Hardware, Warsaw, for setting a new standard in customer care; your store should be a model to any hardware store looking to...

We have been loyal customers of this Ace Hardware store since its opening, supporting our local business as small business owners. Although Ace is more expensive than Lowe’s and Walmart, we've appreciated the friendly and helpful employees. However, our recent experience has been extremely disappointing.

We tried to exchange a brand new, unopened Ace brand item that was the wrong size. Despite it being over 30 days but under 90 days since the purchase, the store refused to process the exchange because they couldn’t find our information in their computer system. According to Ace Hardware’s own policy, we should have received at least store credit for the item. Instead, we were told there was nothing they could do because of the computer system. If a store manager can't override the computer to assist a customer, then the manager is effectively useless.

To make matters worse, I emailed Ace Hardware’s customer service and received a reply a few days later, promising a solution by the end of the week. It has now been 10 days since that response, and I have received no follow-up at all. This entire ordeal is over a $7 item that was new, unopened, and in the original packaging, yet they wouldn’t even exchange it for the correct size.

It’s amazing how one bad experience can change your perception. We have written good reviews in the past, but this experience has soured our view of this store completely. We are now reconsidering our decision to support this Ace Hardware store in the future....

I did not have a positive experience when I visited this store on May 6th at 1:30pm. I will not be coming back.

Rental counter should process rental customers, not other customers wishing to buy floor items who want to purposely evade the longer checkout line in the front of the store. Staff member 'Kelly' walked female customer with her floor items, to the front and checked her out. She should have handed that customer off to the female floor employee walking around doing nothing, or perhaps to the staff at the front of the store already performing that role.

Kelly, is apparently the only employee trained in processing rental agreements. None of the other 6 employees I counted were presumably trained.

Cross train more employees so that they can assist the needs of your rental customers. And, advise other staff members not to make verbal excuses on behalf of your shortcomings by stating "well we've been busy". You won't be for long if you continue to neglect other customer prospects.

I got tired of waiting for someone to assist me renting a bush hog...