Our last 2 experiences here were horrible & we will take our business elsewhere from now on. In late 2016, we had an older storm door window break & needed a replacement. We took it to this Ace Hardware location & despite cutting the plexiglass window, they kept & threw away the rubber gasket that goes into the frame. As a result, even though we attempted to tape the window frame into the door, the window fell out & broke again, It was a quick decision we made that got the window in use for months instead of making another trip & paying more money for Ace's mistake of not including the gasket. Our choice to not pay for Ace's first mistake led to our current situation.
Upon taking the frame back to get another new window for it this year, despite me clearly seeing the service desk didn't take the proper information down to do the job, asking about it TWICE & being reassured they had all the proper info, 2 weeks went by & no call came to tell us it was done (since they hadn't kept our info properly) so we had some other shopping to do in that complex & decided to check to see what happened. They THEN admitted to not keeping the information properly this time but blamed us for it. Then, the service desk claimed there was another step to pay for the work (which hadn't been done) that we didn't have to do the year before. They promise to do the job, don't & THEN want it paid for in full? How can that NOT be a scam! Turns out, while we were told to go up to the front of the store to pay for the undone job (despite a credit card machine being right at the service desk that we used last time), the 2 employees responsible for the botch left the area. We then follow that extra step, pay for the work that was never done & now go back to a 4th employee who was dumbfounded by the whole thing. He then called manager Adam (now our 5th employee connected to this job). Adam was was anything BUT helpful. Remember that jingle about being the "place with the helpful hardware man"? IT'S A LIE!!! With temperatures set to go down in the single digits tomorrow, we were forced to put a screen back in this door instead of a window for 2 weeks over the holidays. Adam played a cowardly back & forth game of "yes I will, no I won't" with our job. When my mother, a 77 year old diabetic widow of an Army veteran, started to complain because no compensation was being offered for either mistake they made (yes, by now some choice adult words were being thrown around), Adam once again changed his mind on doing the job, made us literally chase him through the store to get our window frame back, forced us to take a refund after I begged him multiple times not to do so, banned me from the store after I responded to my mother's complaints by trying to tell her to stop with Adam now complaining to me how I responded to her & he expected her to come alone, despite her no longer driving, to get the frame picked up again whenever it could be done, which was still a guess on his part. Nice guy, huh? WHAT A JOKE!!!
Now our home will stay colder & less safe all because of the MULTIPLE MISTAKES SPANNING MORE THAN A YEAR this Ace location made. I regret now using them & instead should've ordered the cut window online. The gasket never would've been lost & the first window would've never fallen out. It's pathetic when you can't trust your own local service providers to do the job right & instead have to order online to get a job done properly. We can get another window cut but not before these coldest temperatures hit tomorrow as it's late afternoon here. THEY made multiple mistakes, refused to give any compensation for them, proceeded to blame us for them & then are surprised when that attitude makes us upset? Our jingle to them? Ace is the place that won't get any more of our cash. It hurts me to say that because a respected childhood friend of mine is a manager at one of their other local stores. I'm 100% certain that he's a much better manager than Adam is & hires more competent people than the 3 service desk people we we've been failed by since 2016. I WAS a respectful Ace customer until their mistakes literally let my mother sit in a colder, less safe house & then they blamed both of us for it.
BTW, I signed in using Google to get this review up ASAP. Never been a Yelp member before. Think it says my hometown is San Francisco because of that login but we definitely actually live in Akron, OH just a short drive from this Ace location. read more
