Customer service became exceptional when I needed it most! Associate Delroy Williams in the…read morewindow/door department came to my aid when I needed help when an expensive door unit cracked and the vendor would not help in any way. He called in store manager,Chad Hall and together they worked diligently to resolve my problem. This was not a quick fix. Hours of customer service went into solving this problem. This is the support you need when you are taking on a home improvement project and something goes wrong. These are really good men working their hardest to help you. If you want action not slogans, I recommend you go to Lowe's in New Bern. Thank you Delroy and Chad.

I purchased a roll of linoleum flooring through their flooring department on the 16th, the style I…read morereally wanted wasn't available so I settled on a second choice. The flooring associate said if they got my first selection back in stock earlier than expected I could exchange the flooring so long as it was unused. Fortunately, we wound up delayed and my flooring came in before we reached that stage in our remodel. When my husband went in Sunday they said they wouldn't do a return because they didn't return rolls of flooring. I reviewed the online return policy and there is nothing listing unused and still wrapped flooring as a return exception. I called corporate and was told that the return was fully covered in their policy, they opened a complaint case and told me to return the flooring to Lowe's. Once again, the manager on duty, Bryan, said while corporate policy may cover the return, his "discretion for that store" did not, and the return wasnt "worth it" to him. After 45 minutes on the phone with corporate they called the store and a second manager came out to apologize and approve the return. It's shocking to me that anyone in management can just choose to overlook policy and directives from corporate because it's too hard. Tom, the second manager, was extremely polite and helpful

Always kind and helpful. This is our go to hardware store these days! Prices are reasonable and we…read moreoften get discounts after signing up for their customer loyalty plan.

We decided to shop locally and support one of the smaller stores in our area only to be penalized…read morefor it. Bought a 12-cup coffee pot as a gift for someone only to find the recipient already had one. Returned the unopened item to Down East Ace only to discover they charge a restocking fee and we lost nearly $15. Looks like we won't be buying much from them in the future.

Employees are alway friendly and helpful, well above average for most of the stores I've used…read more This store usually has most of what I need and since this store is close to my house, it saves me a trip to Lowes, which is several miles more distant. The prices may be slightly higher, but that is usually made up for by the savings in gas.

Stop by store 3 minutes before closing to get an anchor. Apologized to manager and he responded…read morequote " let me know if you need help no rush"! He help with anchor and some chain. He apologized for not have the rope i needed and offered to order for me before finding out i was a West marine pro account holder from out of town Nice guy and even better customer service skills!! Appreciate you!!!

The quality has gone down over the years while the cost has gone up. I always shop elsewhere and…read moreonly go to west marine when all else fails. Just purchased a wax product that is $20 less in other stores (and only went to west marine because my go to was out of stock). Check hardware stores first, then online and then west marine if you are stuck.