This ace hardware might have the best customer service I have experienced. Staff is always so attentive on the floor greeting customers and asking what they are looking for to avoid wasted time searching the store. Especially today with most stores having staff distracted on phones and the customer having to approach first this is not the case here. Ace's staff is ready to help! read more

I can't stand this hardware store and vow never to return. Some of us enjoy the hardware shopping experience but they jump on you before you can even begin to look. They used to have pleasant and knowledgeable young people manning the aisles but now it's just a bunch of grumpy old men. I can't even comment on the selection or value because I can never look around at my leisure. The quart of Benjamin Moore paint they mixed for me last year did not come close to the color already on my wall. So sorry I feel this way since I'm a believer in supporting local small businesses but I'm afraid I'll be going to the big box stores exclusively going forward. read more

I bought a can of Benjamin Moore paint to match the color in my house. I gave them the color codes and mix ratio from the original can. When I put it on it didn't match. It was too light. I took it back was told it was perfect and that walls had darkened. I showed him pictures and he said so what. I was told I was no paint expert and to leave the store. This is the store owner, Greg Burger. I had originally bought the paint at Turneys Ace in Chesterland, so I went there and gave them the same exact details and they mixed me up a quart. I took it home and put it over the other and it matched perfect. I went back to Burgers hoping it would be made right. But instead was told I was scaming him for a refund and that the paint he mixed was the right match even if it didn't match. Even though the paint Turneys mixed was a perfect match. He told me to leave the store he would not refund me for a 83 dollar gallon of paint that didn't march. Take my advise when I say it's worth the extra time to go to Turneys for paint. They are the best. As for Burgers, if you want to get treated like a turd go there. The arrogance is truly astounding. read more

Very well staffed with friendly and knowledgeable people. Was able to find what I needed and even better when I had to return an item that just didn't fit my bathroom remodel, they did not get me any problems for it. Some places you get an attitude when returning, but they were just happy to help and we even found a better item to fit the area. Would shop here again over Lowe's anytime. read more

Went in yesterday with 2 screens to be repaired. I brought a large roll of material for them to use for free so the repaired screens would match the rest of them on my house. The associate got all snotty and condescending with me and actually made a scene saying that they don't use other people's material, but also that he didn't have the material to match. Also that same associate couldn't tell the difference between a #8 and a #10 screw by sight. I would think that something like that would be a snap for someone in the hardware business. Go there if you want to spent 25% more on any item. read more

Decent inventory. Friendly help in the aisles. Check out is a whole different story. Less friendly service can only be found at the post office. I'm a pleasant person who approaches everyone with respect and twice I've received instant attitude. I'll continue to shop here and update this review if anything changes. read more

I like going to Ace. They have a lot of stuff it's convenient but there are way too many red vest that harass you the whole time you're in there but then you get to the register they are so rude, Sophia is especially rude and condescending because of her I will probably never shop there again!! read more

Wonderful, helpful community store. I highly recommend Burgers Ace Hardware. Thank you Ace :-)

if you wanna waste your money, then go here. They gouge you. I just spent $16 on four keys. Unfortunately I made a mistake and two of the keys are wrong. So I just wasted eight dollars. I'm gonna go to Lowe's where it's two dollars a key, no thank you Ace. Although they do seem helpful and friendly, it's not worth the extra money because Lowes people are very friendly and helpful also. read more

Over 3 1/2 weeks ago I dropped off 2 screens and 1 window to be repaired. ( I called first to make sure they do in fact repair them. I spoke with a male employee who stated that yes they do repair both.)When I got there the 2 employees told me they were the only male employees there and both said that they didn't talk to me, as I saw another male employee walk past . I continued to explain what I needed to have repaired. I was told that with the recent storms that it would be 2 to 3 weeks before I would get them back. Yikes! Well, I waited for a phone call to say they were done, but never got a call. So I called. They said that my 2 screens were done. I asked about my window. He put me on hold & came back to say, " funny thing...it is still in a black garbage bag stating it is done, but it's still broken." I was NOT happy! Especially when all we had on our porch window opening this entire time was a garbage bag with duct tape. He did say it would be done by the next day and it was....and they actually called me this time. My husband went in to pick them up. He was completely shocked when our total came to $ 94.88!!!!! Whoaaaa!!! We could have just had a glass repair fix the window ( in less than a day for a LOT cheaper and just repaired the screens ourselves. But being that our family owned one of the very first hardware stores in Mentor, we were trying to give the local business owner our business. Sad to say, we will never be back! Not even an apology! ( I know this is NOT good business, as I have been in retail for over 40 years.) Truly disappointed!!!! read more

I went to Ace Hardware @ 6:30 today. I walk in and the costumer service man asks me what I am looking for. I show him a shelf peg. I bring one with me so I get the right size. He starts out with well I don't have one exactly like this. We go to the aisle where they are and takes out these plastic cheap ones. I find metal ones that will probably work and hold up better. I wanted to make sure they were right and the package has a slit in the back that would make it easy to measure without compromising the packaging too much. He's following me and says "mam you can't open those here!! So I can take them home and if they don't fit I can bring them back?! I go to where the drill bits are and they have a display measuring diameters like 4mm 5mm and so on . I measure the one I brought with me to make sure I have the right size and I showed him. Hmph was all he could say! Great customer service!! I will NEVER go there again! They are not nice to women (prior experiences). Closer to my home then Willoughby Hardware, will drive there for now on! The men there are al!ways helpful and friendly!! . read more

This is the closes hardware store near us, but next time I will rather go to Home Depot. I couldn't believe the nasty racist manager wouldn't not accept a defect item. I was honest to say I use it and came back the second day to return it. I even ask if I could get store credit. People say that reviews come from upset customers but this is a warning! You will be upset treat it like you are not a welcome customer. Unacceptable that we go to this place all the time and treat me like that Gerry "The manager" If it wasn't because Yelp didn't let me post the review is a pick a star, this shit Store gets nothing read more

I must have visited them on a very bad day! Went in the first time to find a specific hose and length...they did not have it. The owner said it would he could get it in a week. Great! Wonderful! I called up after a week to see if it had come in yet. The employee who answered almost yelled at me that "Yes, of course they had hose in that length!" He then said, "Come in and get it today or something to that effect." I merely replled, "I can't my car today is being repaired." He replied very nastily, "I didn't ask to hear your whole damned life story!" Wow! I just hung up stunned...I was in retail years ago & would have never talked to a customer that way!!! Decided to give Mr.Burger the benefit of a doubt and went in there with the intention of buying several hoses. The owner was there and I briefly mentioned my unfortunate experience with the employee...he said, 'Your exaggerating!" I replied, "No, I'm not." Mr. Burger then told me, "Don't ever come back here!" Wow, no worries, Mr. Burger!!! I'd rather drive to Home Depot or another county than be treated with such disrespect!!! read more

You go into this place and you get pounced on by overzealous help. That would be great if the help actually knew what they were talking about. One of these "experts" suggested that I buy an item which looked very different from the one I had in my hand. He assured me that it would fit and it was "universal". Well, it didn't fit. Unfortunately, I became very ill for about a month and could not return the item. You know... self quarantining like they tell you to do? So when I was finally feeling better I went to return this item. It was then that I had the pleasure of encountering Mr. Ponytail Assistant Manager Dude who told me it was passed their 30 day return policy. Well. Who am I to argue with that? A 17 year customer relationship I had with this place went up in flames like The Hindenburg Zeppelin right then. One would think this hardware store would go out of their way to retain their customer base considering Home Depot, Menards and Lowe's are all nearby and always cheaper to shop at. I did leave behind the item that was wrong and I could not use that day. Hopefully Mr. Ponytail Assistant Manager Dude will keep it on his desk as a memoir of all the alienated customers he could have easily saved by making some different choices... read more

Is it possible to get excited going to a hardware store? Yes. From the moment you walk in the door, they have assigned someone to help you. Sure, I could shop at the big box store, but where is the customer assistance? At Ace. read more

We are remodeling and have used Burger's several times for those unexpected items (and other things!) and everyone has always been very helpful, as well as friendly. If the person that was helping me didn't know where it was, then they were able to communicate (via headset) to another person to ask. It always expedited my time in store. I'd rather support this hardware store ANY DAY vs the non-existent employees at the Mentor Home Depot! You've earned a customer for life! read more

U cant even shop around without getting hounded by them. And watch cuz they do not do returns. Dont have them order anything for u cuz it will be wrong. Ive had multiple issues with this store over the years. I mde up my mind i will no longer go in that store again. And they are over priced on everything. Dont wast your time going there go to home depote. read more

The fact that your own stores won't even price match your online price is truly disheartening in this economy. The fact I would need to order this product while I'm standing in the store through the website, wait for the "manager to process the order", and then get my product even though I am standing at the counter with the product is absolutely incredibly inefficient as well as just plain discouraging. The manager was less then helpful, telling me "in America you have choices not to shop here". Is this the way a customer should be treated? Your competing against the big box stores and this is how you treat customers? From now on, I will not be shopping at your store and I will stick with the big box stores. Sad, trying to support a locally owned store and your treated this way. read more

Great hardware store that carry's what you need. The employees always great you and actually ask you if they can help when you walk in. Not sure why some of the other comments think that is a problem. Try to find someone to help at Home Depot or Lowe's. read more

Never in my life have I written a review of complaint. I am so disgusted. On June 11th we were promised to have a screen that was slightly bent pounded out and able to pick up that afternoon or next day. I waited a week and no response. So I called and they said, three additional weeks, they had no way to track the progress. I went in today and Greg who took the order and promised it would be done, denied doing so. I asked for my screen and he held it above my head and called me profanities and continued to ask me if "I was able to read" I have a copy of the receipt. He broke the screen either by withholding it from me or when I asked to get it back. IT was never broken prior to this point. He continued to following me out to my car and calling me a "stuck up little bitch." Beyond upset and will let everyone I know not to support this business..in times, when local business needs us the most - poor customer service with hateful words will close businesses down like this. The only reason it got one star, is I couldn't submit with zero stars. ****UPDATE**** I took the broken screen to Mentor Hardware by Manhattan Deli and less than 24 hours it is fixed completely!!!!!!! If any of you want to get your screen fixed and on their "three week" backlog head over there! I will be writing how wonderful they were. Please see the attached photos - my screen was NEVER broken but only bent, not sure how it got broken while in Burger care but so grateful to Mentor Hardware for excellent service. read more

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Great neighborhood hardware store. I have several hobbies and they always have what I need. Great paint selection. Courteous helpful staff. I have been shopping here for years and prefer it to big stores like Lowe's and Home Depot because it is more accessible. read more

Helpful, nice people usually with just what we need. Like it way better than a big box store.

Do NOT purchase a Stihl product from them. They will NOT support you and work with you to get what is correct. Highly recommend you go to a different Stihl dealer. Buyer be ware. read more

This store is awful. It's filled with people in red vests roaming around asking if you need help....to the point of annoyance. You can't run in to grab anything without being accosted by at least 2 or 3 "helpful hardware folks". the problem is, they aren't helpful. They don't know anything about hardware. If you use a keyword like "plumbing", they can lead you to the plumbing isle. They can't answer your questions tho. On my last trip, the "helpful hardware guy" didn't know the difference between a machine screw and a wood screw. The other problem is that they are in a neighborhood filled with old houses, but they don't have the stuff you need to make repairs on old houses. Their selection is extremely limited unless you want to buy a power tool or a new grill. Don't think they will have parts to repair your old grill though...they only have stuff to repair new construction houses and new grills. But the worst part is that they usually only have one cashier. So after you are frustrated by being accosted by people who can't help you find the items they don't sell, you get in line to buy one of the four items you came in for and there is long line and only cashier. This store will do well to add a few more cashiers, a few less "helpful hardware folks" and hire a manager who knows how to order products appropriate for the needs of the neighborhood. read more

Great local hardware store that is well stocked to meet most hardware needs, and people who will actually ask you if you need help when you walk in the front door. This is what every hardware store should be. read more

Owners just want to get rich. Pay their employees $9.00 per hour, those are slave wages. These people should make at least $15.00 per hour. Funny how these place interview you, then say your going to stock shelves, and deal with customers. Then the job changes now your doing everything you were never told about. read more

Great location and that's about it! Purchased a large heavy roll visqueen, labeled clear, I knew it would be a milky clear. After I carried to my car, got it out, carried around house to back yard, I opened it to find it was an opaque dark grey! (Needed clear to cover greenhouse) I called them and he accused me I must have switched it with a roll I had! Now I'm pissed! Loaded it up and took it in. He said I can't return it, I told them I wanted to open and see color of other one on top shelf...said couldn't open unless I buy it, told him I'd buy it if it was clear like it was labeled on box!.They let the small older woman get it down. Low and behold it was dark grey too! Should have drove to Lowe's! I needed a coil of rebar wire, he had no clue, even after describing it. Kept showing me electrical wire. After walking around I found it. $$$ Called and asked for specific car paint in a can like I had gotten at Turneys Ace HW. Oh yea, come on up we have large new paint section. Got there, didn't see it, asked, told them I called, he hollered out asking who took the call...the owner said "I did" and tried to sell me something else not even close Went for ball valve, 3/4" , female IP x hose, don't think he knew what I wanted, I looked, didn't have, so I asked for fittings to make it up. Said he couldn't, I looked through bins and got it...almost $20 later! Should have drove to Woodhill! I try to shop local, but here, I either don't get what I want or It costs me a fortune! Couple employees know their shit, alot don't, but guaranteed an attitude by the time I leave! read more

In 2007 I built a home in north Willoughby. I was happy to find out during construction that there was a local hardware store nearby. On moving day I couldn't find a set of sockets so I ran to Burger's to buy a set. After returning home I realized I purchased metric rather than standard. I went back to the store in less than 15 mins to EXCHANGE for standard. The OWNER said that since the package had been opened I couldn't return them. I left the store and swore I'd never return. Over these past 10 years I stayed pretty much true to myself. Only going there to get propane tanks exchanged. I'm positive that over these past 10 years Bruger's has lost out on literally thousands of dollars from me. Fast forward to today! Needed to do some touch up painting in one of the rooms in my house. Not sure why but I figured I'd just run to Bruger's to buy some rollers and assorted painting supplies and get the year old can of paint put through the paint shaker. I walked in and said exactly these words "Hi!, I need some paint supplies and also this can of paint shaken". The woman's response was "we don't shake paint that wasn't purchased here but the supplies are over here". I was almost out the door before she could finish the sentence. I'm totally mystified how on two occasions, separated by 10 years a retailer could make two horrible customer service mistakes. I'm literally dumbfounded. I didn't go in and ask to have them do work and not make a purchase. I was very careful to imply that I was there to spend money. Guess what happened next! I drove to Lowe's in willoughby. Walked and and said these exact words "Hi!, would you mind shaking this paint?" The girls response was "Absolutely". She shook the paint and I bought my supplies. I'm typing this in the parking lot at Lowe's because I just can't understsnd why a locally owned business, in this retail economy, would have these types of policies. Please let me add here that clearly they are doing something right. They've been in business for a long time and just moved into a larger building. I assume they are very successful. Oh well!!! I guess I'll see you in another 10 years. If you're still in business. read more

I always shopped at Ace Hardware stores when I lived in FL before moving to OH last month, always supported small business. While moving I needed a bit to take apart furniture, didn't know exact size so I bought 3 sizes, store said I can return at any Ace, Ace's corporate website return policy says you can return at any Ace. I'm a DIY guy and always over buy to limit my trips to the store, I had 4 Ace Hardware in the area I lived and would buy/return based on where I was going for the day, never had any trouble. I went to take the 2 I didn't need back to Burgers, mind you this is about $8, they sell and stock the items I wanted to return. They would not accept the return, was told by the clerk their owner will only accept returns purchased at their store, they are independent business and can't afford to take returns from other Ace stores. I thought that was what being part of the Ace brand was all about? Again, this was just $8, barely worth the gas to make a return, I was there to buy stuff I needed for my new house. I needed a door knob, caulk, drywall patch, light bulbs, etc so I stopped at Menards on my way back and spent $169. Got home and contacted Ace's Corporate offices who said that their official policy is you can return to any Ace store but the stores are independently owned and they can not enforce the policy on the store owners. Oh well, they lost $169+ (Ace's prices are higher than Menards) in sales today and I plan on painting a 4BR/4Bath home over the next few months, that's a lot of paint and supplies Ace won't be selling me as I will never set foot in another Ace again. read more

Very nice new store, customer service is always top notch and are more then happy to help and answer questions.

Nice little store that well stocked. Prices are a bit high on some things but the helpful staff makes up for it in most cases.

They certainly have everything just watch out for when an employee asks if you need help cause you'll tell them what you need and go grab it before you see the price when there's a cheaper item next to it on the shelf. read more

Great little hardware store. The people are very nice, and Greg can answer ANY hardware question. If you use the Ace rewards program, you can save some money, because small stores are otherwise more expensive than home centers. This store has a very complete selection of faucet parts and tools, including Craftsman. read more