Unless you want to take out a small loan...I'd stay away as the prices are 2-3x higher than Lowes, Hope Depot etc.

My dad loves this place when he visits. He ordered me a screen May 8. I showed up after a month with no contact to check on it. They told me they forgot to send the order in. I called again July 11. They had my screen but tried to call me once and didn't leave a message. I picked up my screen after waiting in the store for 10 minutes. Manager told me he would discount me if I ordered more screens? Order more screens and wait 2 months while calling and checking on them? No thanks, I'll just go to the screen place on Grand. Pretty sure that's who makes your screens anyway. Maybe their customer service is better. This could have been easily fixed with a discount on the purchase at hand for my inconvenience versus making me feel disrespected and disregarded multiple times in your store. read more

I went into the store on August 8th to pick up some simple items. When I could not find what I was looking for, I had to hunt to find a store employee. When I found them, the two were engaged in conversation that was obviously personal in nature. I asked one for the part I needed and they both seemed irritated that I would interrupt them. He showed me where one of the parts were. When I asked where the other parts might be, he simply stated, "Why don't you try looking in one of the other isles and I'm sure you'll find it eventually." Though I live three blocks from the store and I personally know many Ace Hardware owners, I will gladly drive to Home Depot, which is a few miles from my home, to get what I need from now on. read more

I will NEVER set foot in this store again! I waited near the paint counter and finally approached the cashier, who seemed to be the ONLY person doing ANY kind of work, to ask if someone could please come over and help me with the paint. My fiance roamed the store a bit to pick up a couple of items we needed for some repairs were doing around the house. When he got back to the paint counter, still no one had come to help and the cashier was avoiding our stares. After waiting around for over 15 minutes, we left our other items and walked out. The cashier looked relieved! "Helpful Hardware Folks".....I don't think so! read more

Brought in my own chipped key for my 2006 Cadillac handed it to the individual working behind the counter and told him I needed it cut. No problem he asked if I needed it to be programmed and I said no so he proceeded to cut it. After cutting I checked it in the vehicle and it did not work so the employee found a replacement key but the manager stated that I would need to pay for it. After she points out right on the counter that employees are not supposed to cut keys that are chipped that are brought in to the store. Aleida the acting store manager called another store manager and they said no that they would not pay for the replacement key. It's not only the issue of now needing to purchase another key but it's my time that they have wasted as well. They expressed no interest in making anything right and that they were done. Absolutely horrible customer service especially for a location that is placed where people could easily go to one of the big stores like Home Depot or Lowe's but out of convenience choose this location. If I can help anyone else not have to deal with this kind of disappointment please take the extra time drive the extra couple miles and go to the big box stores they have much better customer service. read more

Talk about horrible customer service. I walked in to people standing around. I went to have a key made for my Honda with a blank I purchased online. I was told they don't do blanks if not purchased in the store. I said ok do you offer the blank here and I was told no. I then asked for suggestions and he suggested a locksmith. What horrible customer service. I see why people were just standing around and not working. No one shops here. read more

I have bad customer service here for the last time! If I could give zero stars, I would! ALL of the older ladies that work at the register have the WORST customer service EVER! I work in customer service and I know for a fact you should always smile and greet the customer! Today I went in the store for a $1.00 pvc tee pipe, I walked up to the entry way to the register, no line, the only cashier was looking through an accordion file so I stood back and waited for her to call me over, she looked up with annoyance and just stared at me! Never once said "I can help you over here" or "Hi, how are you doing", it was like I interrupted what she was doing and she was annoyed. She asked if I had an Ace Rewards card and I asked if I could give her my phone number and she just stared at me and waited for me to give it to her, once again, annoyed that she had to "work". I stated my phone number and she responded with "since you said that too fast I'm gonna need you to repeat it"! What the hell is wrong with people?! If you do not enjoy your job Sally, you should definitely quit, cause your customers do not deserve to be treated crappy because you are having a bad day! At that point I was over annoyed with Sally's attitude, repeated my phone number and paid with cash. Instead of handing me my change, she laid it on the counter with my receipt and said "Have a nice day" in a very condescending way. Like I said before, this wasn't the first time I've been treated poorly at this store but it will be the last, my business is going elsewhere and I hope management speaks to Sally for her poor customer service. Got home and found we needed another part and told my husband I would not deal with Sally again, so he went and dealt with Dezi, he said she wasn't rude but definitely not friendly. I'm starting to wonder how these people are even employed! read more

This is a great small family owned store. While prices are higher than the box stores on many items, as is often the case with small stores, everyone is helpful. I've actually found a couple things I was looking for there that were special order at big box. They are quirky [Or abundantly cautious] when you check out. They check every bill larger than a $20 to make sure it's not counterfeit and when paying by card you need to show your ID. But when I can run in and grab what I need and be back in my car under 5 minutes, then it is a win read more

Had to return an item that did not fit my needs (the item was fine but I choose wrong). What I want to share is my typical experience while shopping here. Always met with a cheerful greeting. Receive competent cheerful help. In the case of the return it was done promptly and pleasantly. Thanks to all with a special hello to a new staff member, Cindy. Great team work. To be continued, Norm S. read more

Received an email coupon for 20% off, good on November 2 or 3 only. I needed a/c filters, so decided to stop in to the ACE on Bell Road in Surprise. The cashier told me she had to have a paper copy of the email in order to give the discount. I pointed out that it said bring the phone coupon OR print out paper. She said their equipment was not capable of scanning the phone coupon, wait, what??? Waited for the "manager", Aleta, who gave me the same story. She said I should go home and print it out. I live 12 miles out of town- why would I go home and waste paper and ink to print the coupon when it clearly said phone coupon would be accepted? IMO, this store is enticing customers in with false advertising. I will take my business elsewhere.... read more

I like older knowledgeable staff, they alway have exactly what you need, a little pricey but you never have to go to another place... saves on your time. I recommend read more

I love going to Ace for the simple fact that i almost never know what i am doing and there is always someone that is there right when i walk in the door. Whether i come in to get a new key or trying to do a home improvement project. I have gone up there several times and just shown them a picture of what is wrong at home and they know exactly what I need to fix it. read more

We have shopped at this Ace for 1.5 years and have seen it go down hill as far as service. It used to be that you would walk in the door and there were several employees waiting at the front to help you and would walk with you to the item you were looking for. NOW . . . there is a cashier and no one else around. She will tell you what aisle you may need to look on, but there is no one else around to help you. I asked for help on a specific item (does it come in a box, assembly required?, etc.). She called for someone to help me, and no one ever responded, so I left. If I want this kind of service, I'll go to Home Depot. At least there, the prices are less. We have been told numerous times by Ace employees that the owner, Mr. Owens, has cut hours and staff due to the increase in minimum wage. So, Mr. Owens, you may save money in wages, but you are losing my business. read more

Great place to go if you don't want the hassle of going to the zoos of Lowes and Depot in the Surprise area. While those two are on a nightmare corner (especially in snowbird season) this Ace is in a great location. It's rarely busy and the customer service is great. If I'm spending a lot and need to save the money I'll still go to the zoos, but if I just need a couple of small things I will go here every time. read more

I went to this Ace Hardware looking for help. I tried to attach saw tooth hangers to some old wooden cookie molds from Holland but the nails kept bending. I was looking for another kind of hanger that would be easier to attach to the wood. Denny helped me by putting the hangers in the wooden molds for me. What a nice guy!! Ace really has helpful hardware guys. read more

This is the WORST Ace Hardware store around. They act like it is a crime to pay with a personal check. The ladies at the registers sigh and carry on about having to enter check info into their register. Prices are outrageous. We need a little more competition this side of town--then see how accommodating and helpful they will become. Drive a few more miles and take your business elsewhere. Money out of their profits will speak loudly and clearly!! read more

I find Ace to be 10-20% more expensive on most things compared to Home Depot so I avoid shopping there for that reason. But since they are right behind my house, sometimes it is worth the convenience to shop here. I wouldn't do any major business at Ace, but for the occasional item or misc nut or bolt, they are good. read more

Our garbage disposal went out, so I went over to ACE to buy a new one. It seems like disposals only last a year or two before they rust out. I paid a little more to get their top disposal with a two year warranty. I had it less than six months and it started leaking out the bottom.I took it out and went back to Ace with the receipt. They said that I have to go through the manufacturer. I called the number and they would not do anything. They said that this was manufactured in 2013.I said I have the receipt to prove I bought it less than six months ago. I will never buy from ACE again. If you want any warranty and a place that stands behind their warranty, than you better buy from a reputable place like Home Depot or Lowes. I am very disappointed with the way ACE handled this situation and expects me to go without a sink for several days because they do not stand behind their products. The worst customer service that I have ever experienced. read more

I came from Seattle and always loved my local ACE. The people were friendly and very helpful. Unfortunately I've been a bit disappointed at this location. ie. I asked 2 separate employees to explain SR discount. Neither knew the answer. OK, but neither of them offered to find out for me. Also, I ask advice on gardening tool and employee told me she didn't garden. She did not offer to find someone that could help me. I want to continue patronizing this store but I sure hope their Management reads my input and provides better training to their employees! read more

The customer service is horrible. You walk into the store, five employees standing together look at you, don't ask if you need anything or can they assist you. The prices here are a rip off. Most items are priced $2-$4 higher than the competition for the exact same item. They do have a good selection of hardware, but usually nobody that wants to help you. Lack of management? read more

Very impressed with the customer service at this store. Every visit the staff have been so patient and taken the time to answer all of our questions -absolutely no rushing. Certainly A+ customer service. Denny and Jerry were particularly helpful and knowledgeable with paint (colours and corrections). read more

I have used this store for over 10 years and will continue to. One time they didn't have what I needed but ordered it even though it wasn't normal inventory. Well staffed with friendly people that know what they doing. read more

Above and beyond service-had a key made here and took it home and tried it in the deadbolt, stuck in the lock! Returned to Ace and they sent an employee to my house (Bell West Ranch) with tools, disassembled the lock and determined the lock needed repair. They repaired the lock in the store shop in 15 minutes, lent me a screwdriver so I could reinstall it. I also noticed in the store they stock home items specific to some of the communities in the surrounding areas like Sun City Grand and Arizona Traditions. read more

I'm new to Sun City Festival and was very pleased that this store was a short drive. To say that I am very displeased after 2 trips is understating my opinion as a long-time ACE customer. I needed a number of things, and not knowing the store, I needed assistance. The store was understaffed and finding someone was difficult. Once I did, the person who helped didn't know much about hardware and wasn't sure where to 'point me'. After spending 45 minutes finding things that should have taken 15 minutes, I went to the counter and began to write a check. The cashier asked at that point if I was going to pay by check and then rudely said, "We don't normally do checks; almost everyone pays by cash or credit card"; she was obviously exasperated and not happy. After writing my check on an account that I used in the Prescott Valley (AZ) Ace Hardware multiple times each week, the 'electronic system' they use in the store 'declined' it and the cashier loudly said, "It's decline", smirked, and made sure everyone in line heard her. I had just written checks for substantially more that were electronically processed that day at both Home Depot and Lowe's. The cashier handling the transaction was very rude when she realized I was going to write a check and it became apparent that she did not know how to process one and ended up calling for assistance (that young woman was very nice). The cashier became increasingly surly as the process progressed, and I was at the counter for about 15 minutes for a checkout that should have taken no more than 2-3 minutes. This is just a small part of the experience for the first trip, but I was willing to give the store a second chance, which I did and it turned out to be every bit as bad. The next time I needed to go to ACE, I went to a store off of Litchfield Road and it was like night and day. I will never go back to this particular ACE after these 2 disastrous attempts. BTW, I have managed in the past a very high volume hardware store, do consulting and training on customer service and operations, and know how things should be done. read more

Always friendly and knowledgeable staff. Nice to shop in a place that carries more than just the "tonage" items the big box stores do. Most of the prices are very competitive and you can get in and out quickly. read more