E&H Ace Hardware — Local services in Westlake

On June 5th I dropped off two sunroom screen sliding doors to get the screens replaced. I was told it would take 2 to 3 weeks. When I went back three weeks later after they called me they only did one screen door they did not do the other one, I was told that there must’ve been some sort of mixup and they would have the other screen done for me in two or three days. I never heard from them, weeks went by and I called to find out about the second screen they told me they couldn’t find the screen that it wasn’t there. So I went there myself and was with another employee looking for my screen and couldn’t find it, luckily the guy who does the screens was there at the time and actually found my screen promised me that it would be done that afternoon I said I would pick it up the next day. I went to pick up my screen and the screen was replaced but he didn’t put the door handle back on the screen so I had no handle . So I returned two days later picked up my screen door with the handle on it talked to the manager explained to him the experience I had with his store he walked back in the room found the screen guy who gave me my screen, they did do me a favor and only charge me for one screen instead of two. But the manager never apologized, Actually he just walked away from everything after I saw the screen guy never said another word. You would think after waiting over a month and a half to get two screens replaced there would’ve been some sort of apology there....

I had a pretty awful experience ordering an item online for store pickup and I will never shop at this store again. A few hours after placing my order, I received an email indicating my order was ready to be picked up. I went to the store and told the cashier I was there for a pickup. She called to someone in the back to let them know. After a couple minutes she never heard back so she called back again. Then she told me they don't have my item in stock. Apparently someone processed my order without even checking to see if my item was in stock. I was told my item would be there tomorrow. Since I already received the email that my order was ready for pickup and would have no idea when my actual item would be available, I asked an employee to make sure someone calls me to let me know when my item arrives so I don't waste my time driving to the store for an item that isn't available. I also called customer service afterwards to explain the awful experience and they said there was nothing they could do. It's been a week now and no phone call, but I just received an email that my order was cancelled and that I have been issued a refund. What a total joke. I'm not expecting an ace hardware store employee to be a rocket scientist, but apparently asking for even a modicum of common sense is way too...

Store manager Adam and his crew have been doing a highly commendable job during a challenging period (COVID partial shutdown) as an essential business. They've managed to handle a slew of online orders, various stock needs and many busy days, all while keeping a positive attitude. I like to keep my money with smaller stores, vs. the bigger box stores. *HOWEVER, it's really too bad that ACE Corporate handicaps their stores with a HORRIBLE inefficient online ordering system. I investigated this & found out their system allows people to order things that may not really be in stock, OR is going to be in stock by being put on a truck to the store. Then, as a customer, when you receive an email that your order is "ready to pick up" all that means is that the truck has physically arrived to the store!! Likely the staff has yet to unload the truck, let alone pick or "stage" your order to actually be ready for pick up. In the current climate of Amazon and other super-efficient online retailers, ACE needs to get their game out of...