Here is ONE of my amazing Ace Hardware customer service experiences...I was at Home Depot to check on the price of a power tool I was planning to purchase. It was $89 at Home Depot. Since I didn't need it immediately I decided to price check around, Ace being my second stop. I spoke with the owner who helped me look for the item. Turns out, they didn't have/sell this (non-standard) item. Instead of saying, I'll order it or go somewhere else, he says, I have one at home, you can borrow it and return it when you are finished. This man doesn't know anything but my name but generously gave me one of his personal home items to use for my one time job. Thanks to ACE for saving me $89 and still allowing me to get my home project done. It truly is the friendly neighborhood store. On a side note, they have a great selection of home items, natural cleaning products, gifts, yeti coolers and adorable bird houses. read more

Kelly at the front is perfect. No notes: she's 5/5 with customer service. Terry in the key island? Not so much. Before I even interacted with him, there was a guy with no name tag on the other side of the counter in front of the register, so close I could have tapped his shoulder, who completely ignored me for several minutes. Eventually, Terry came around the corner and asked if I was being helped. I said no, I just need a duplicate key. I followed him to the other side of the island and gave him the house key I was having copied. No sooner had I handed him the key then he took a personal call on his cell phone. He was on his cell phone the entire time the key was being made. I was flabbergasted because given the white ponytail hanging out of his hat, I judged him well old enough to have customer service ingrained in him, but this old-head Terry showed less respect to me as the customer than the average 15 year-old employee I see bagging groceries. He slipped the new key into the bag and handed it to me with no break in his phone conversation. As I walked away, I decided to compare my key with the duplicate Terry had just made. The match was COMICALLY different. My biggest regret is that I didn't snap a picture of it for this review, but suffice to say there's no way the duplicate key would've opened the deadlock I need it for. That's actually very concerning because I'm relying on this duplicate to let me in to someone else's home to feed their cats while they're out of town. The wrong key would make it impossible to feed them. I went back to Terry and he was still on his personal phone call. Seeing me again, he wrapped up with "I love you" which confirms the nature of this call, and gave me the undivided attention that would have spared a revisit in the first place. I held the two keys together and told him I was skeptical the key he had just made would work. He took the keys in his hand, agreed and cut me a new key. When not on the phone, what do you know? he was able to make an identical duplicate. The key was just over five dollars, which feels like a fine value. The only reason I'm doing two stars not one is because Kelly was so great welcoming everyone in and checking out at the register. read more

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I went in today to get a thermostat for my AC. Two gentlemen there were extremely helpful and helped me find what I needed. They assured me I could install it myself and I did! Ok my husband helped. But the thermostat is working. Whenever I need help I know I can find it at the Ashland Ace! read more

Customer service could be better especially over the phone. there has been 2 separate times when I called asking if something was in stock and was told yes, but i arrived they said they had to order it. Just inconvenience read more

i've been coming here for at least 25 years and I love it. Well, Ace and itself is a great brand and the location is excellent for people live in the area I would travel from Chesterfield to come to their power store to buy my steel chainsaws in appliances. Their service is second to none. Their prices are great and they know their stuff the last steel chainsaw I bought from them 20 years ago still runs like new thanks to their diligent service. They don't sell anything but the best and not all tools even by the same name are equal. read more

The staff are always very friendly and available to answer questions. They provide services that the big box stores may not have, like rescreening window screens or even making a new screen. I had a new screen made for about $10. IMHO, it's a great place to shop! read more

I do not recommend this place at all. High prices, staff mistakes on repairs. This place is a joke Brought my tires here before the winter last year for inner tubes. They do that and everything seems kosher. Go to get the mower out this spring and it's steering kind of funny. Fiddling with it and fast forward to a week ago, I realize what has happened when I pull the other tire off for comparison. THEY GAVE ME THE WRONG TIRE BACK!! They gave me someone else's tire. Front tires for lawn tractors all look very similar so I figure it was an honest mistake. I go in there to try and talk to them about it, he won't even look it up. He told me the bearings must have come out even though the one I have shows they're one piece, a part of the rim, not able to come out. Like I just have spare tires laying around I'm going to use to get a free rim?!?! I just wanted my original tire and rim back, and honestly the tire I had is in better shape than the one they should have given me back. Now I have to buy a new rim because of Ace's incompetence and pay them to put it on because I don't have time to go look for someone else to do it!! Eff this place! Unfortunately I paid for the rim so I might at well let them swap it out but you best believe I'll be looking for another place to get my work done. Damn crooks read more

I purchased a zero turn from them a few years ago and it's been nothing but problems. The mower starts to stall and die after 30 mins of use. It's been back for repairs every year since I've had it and all they say is no issue. Now that the warranty is up I'm screwed. They don't stand behind the products they sale. read more

Only reason I go here is because it's the only hardware store that's close to my house. I'd prefer Lowe's or Home Depot a million times before Ace just because their prices are better all around. Lowe's and HD also offer a military discount which Ace does not offer. Every time I come here I have someone at the front of the store ask me "hello sir, can I help you find anything?" I then tell them what I'm looking for, and then they just say "okay" and walk away... 1) why ask if you're not going to help me, and 2) if you're going to say that every time I come into your business you just seem nosey and rude. It also gives the impression that you just think I'm coming in to snoop around. Beyond popular belief, I'm not coming into the hardware store because I want to. Bottom line- the employees aren't very friendly and the prices are not that great. Don't go here unless you know what you are getting, because the staff will make you feel like you're inconveniencing them. read more

I live in the Ashland area and wanted to keep my business local. I was interested in a Cub Cadet riding lawn mower and Ace Hardware had one. It costs $50 more than the Home Depot, but I was ok with that since it was my local Ace store. I made a big mistake. I purchased the lawn mower on Wednesday, it was in stock. I asked if I could take it with me and the sales person told me they needed to uncrate it and make sure it was in proper working order. I asked if I could pick it up the next day, Thursday. He said his "guy" was out on Thursday, I guess they only have one "guy" who can uncrate. He told me it would be ready on Friday at noon. I told him I would pick it up after work on Friday, about 5 pm he said ok. Well I showed up on Friday at 5, all excited to get my new lawn mower and after waiting in the service line for 15 minutes with my receipt in hand, when I hand it to the service guy, he looks at my ticket, turns to the other guy working behind the counter and says, "did we get that Cub Cadet cc30 ready today?" The other guy replies, "no, remember that other order came in today we had to get ready?" So my guy tells me, like it is no big deal, "sorry, we did not get to it, it will be ready tomorrow". ARE YOU FREAKING KIDDING ME? 2 days to uncrate a freaking lawn mower? Then to hear another "order" came in after mine that that one they "took care of"? Well so much for trying to keep my business local. Here I paid $50 more than I should have only to be treated like this. I was so mad I could not think straight. I walked out to my truck, then thought about it, and walked back in the store and told them I want my money back and I no longer want the lawn mower. So the guy without any comment, apology or anything processed my 1400.00 refund like I was returning a $2 lag bolt. Needless to say my experience was awful. One star rating is too high. I live in Ashland and I will NEVER walk in this store again. I will drive the extra 10 minutes to my local Home Depot. Where by the way, service there has always been great. read more

I love to shop Local , and when I was looking for a weed eater that I could handle, the folks at the Ashland Ace hardware were more then helpful and accommodating. I can never get that kind of help at the big box stores, plus the the selection was excellent and of top brands! Thanks for being in Ashland Ace~! read more

Friendliest place ever!! Everyone asked if I needed help. I was from out of town and they guided me in the direction I needed! Thank you! Love the town. read more

Went in today trying to get a replacement plumbing part. The individual that answered the phone when I call could not answer my question (Do you carry replacement faucet seats and springs for a Delta faucet).. I got to the store and found 4 similar sets and no cross reference documentation. I tried literally for 10 minutes to track down/flag down/ otherwise encounter a staff member. The one I WAS almost able to corner at their "Helpdesk" looked at me, talked into his phone, turned his back and walked away. I even tried to get the gentleman at the checkout to help. Bottom line---after ten fruitless minutes I left and went to Home Depot. The you lady who helped me without my having to wrelstle her to the ground (as I would have had to done at Ace) was able to direct me to what I needed. I thanked her as shared my experience and named Ace as my previous stop. The lady behind me waiting for help said she had just come from there and experienced the same as I. I then heard a "Me Too!!' from a bit doen the aisle. Futher down the plumbing aisle was another who said she too had come down because of the same reason. I remember seeing all of the others in he store and it amazed me that we all were at Home Depot. I like to keep my purchases local but when customer service is better at a big box store, guess where I will go. read more

Shopping local has it's perks. If you don't know what you need, these folks are educated, know what they are talking about, and more importantly, they CARE about helping you! Will never go to a Big Box when I can improve my own town by shopping local and getting great, caring, knowledgeable help. Go Team Ace! Love ya! The grey haired clueless one.... read more

Took my lawn mower in for repair while under warranty. They verified with me at least twice that they are a warranty center for Cub Cadet. I looked over the estimate and it was $218, half the cost of the mower itself. It included a new carburetor $55, blade $16 labor $90 etc. I didn't have a good gut feel so I called Cub Cadet to find out whats covered in the warranty. That's when Cub Cadet told me this is not a Cub Cadet Warranty Center and to get the mower out of there. I then called Ace again to verify Mike said they've been a CCWC for 7 yrs and don't know why they aren't listed as such. It took 2 weeks to get it back. And low and behold the carburetor was fine after all. I'm glad I called Cub Cadet and let them know at Ace as such and the carb. stated the pickup it was fine. The mower isn't sounding like it should and will be taking it to the REAL warranty center to see what the hell is going on. We will never take our mower back to them because they tried to charge us for repairs we didn't need and so glad I went with my gut feel. We took it there because we thought with the small town vibe that they would never jeopardize their reputation but brother was I wrong. It's really sad because the town ppl probably really trust them and they don't know they are getting ripped off. Before you take it to this place for any repairs, do your research and call Cub Cadet to make sure you are in or out of warranty. Don't believe these ppl. Really, it was very disappointing to say the least in this place. And they didn't even wipe down the mower. Almost like they didn't do anything to it at all except give back parks that may not have even belonged to mine. The bill ended up being $112, amazing huh. read more