Reviews

Review Details

• Review fromElyce E

  Date: 05/14/2025

  I wish I could give a locally owned store higher stars, but after the complete lack of respect shown to me by both the manager on duty and the cashier, I feel like the only thing I can do is communicate my experience. While asking about price matching, the cashier told me that the owner has decided to not allow price matching, she, without any knowledge or questions about any other needs I may have, decided to make it known that even though they are twice as high as other local businesses. In case anyone needs grass seed, our locally owned Ace Hardware is charging 109 a bag, while a store 5 miles away was the same price for two. The price was beside the point. I called to talk to the manager on duty and explain my experience and lack of respect given, only to be met with an even higher level of unprofessionalism. For example, after explaining my situation there was no apology for the interaction, only “ so what do you want me to do about it”. To which I replied “ I would like to file a complaint with the owner because he should know his employees are telling people they don’t need their business”. His reply was only to give me the email of the owner so I could do it myself. I then asked for the owner’s name, to which he condescendingly replied ( and I quote) “his name is brad@ holmesacehardware.com”. At what point should I not be offended by that response? He said I should know his last name was Holmes. If I asked for his name, a rational,reasonable person would assume it’s because they don’t know, not to be treated like they were dumb for not knowing. This establishment has forever lost my business because I was treated less than and dumb for asking questions. Local businesses are supposed to be better than chains, but I left and went to a chain, saved money and was treated with respect.

  S & S Ace Hardware, Inc.

  Date: 05/15/2025

  Emily, We are sorry you didn’t receive a satisfactory response to your question about price-matching. It was difficult to understand based on your complaint to the better business bureau, just what happened when you asked for a name to reach out to with further questions. It looks like you did get the correct email address, but they didn’t give you our last name. I apologize if the tone was not as positive as it could have been. We do offer price matching on a case-by-case basis on some items if they are exact model numbers or exact products and if we can support the price-matching. If you could provide us with the exact item description you’re looking to match (grass seed it sounds like), we can determine whether or not it’s an item we can match or discount at all. Many times items are very similar, but grass seed may be coated or uncoated and there are different costs. We would love the opportunity to try to correct the situation for you. We appreciate it when customers shop locally and we also appreciate it when they come directly to us with issues versus posting online, but we understand maybe you were not given an opportunity to reach out. We also see there is a training issue in that an employee told you we do not price match. We will be addressing that. We should have asked for a manager to review your request and see if it was possible before providing the answer that we couldn’t do it. Please let us know the details of the grass seed in question by emailing us at [email protected]. We hope you’ll accept our apology on behalf of the entire store and continue to shop with us.