Horrible service. Suspect that the supposed manager must be related to someone at the store because no decent manager would act the way she did and not fill a $70 order. In addition she mocked God more then once after refusing to place order. Just walking away..really sad, most of the time everyone has been fantastic and wonderful. Great products etc...but these two employees have lost a regular customer permanently. .we have been going to Maddens stores regularly for several years. Very immature and unprofessional behavior. read more

I have to shout out a HUGE KUDO's to the management and employees! This store is a CREDIT to the Ace Hardware name! and they have spoiled me tremendously! I've been shopping here since they opened and my experience has been EXCEPTIONAL Customer Service - every single time. Whenever I have walked into the store, the cashier ALWAYS asked me "Can I help you find something?" I tell them what I'm there for, they radio that department and by the time I walk to that department, there is an associate there, waiting to help me!!! And every associate, in every department, young, old or in-between has always been friendly and accommodating. THAT is exceptional customer service! I recently moved to a nearby town and their Ace is absolutely terrible! Horrible treatment from snarky employees who don't give a darn and a junky, disorganized store - so I will be driving back into Asheville any time I need anything from Ace!!! So please, please, please DON'T LOSE YOUR EXCEPTIONAL CUSTOMER SERVICE! It's so hard to find these days. read more

I needed to drop off a broken yard blower for repair. First time I have gone to this store. It was busy but I encountered helpful employees everywhere. I was directed to the repair drop-off area in the back of the store, waited for one customer before me and then was helped for the warranty tool repair specialist (Brenden Swafford as I recall). He was knowledgeable, helpful and very pleasant to work with. I left the store after that drop-off. A couple hours later, Brenden called me, reported that the problem had been identified and that the free replacement part had been ordered. Now I am waiting for a call saying that it is fixed and waiting for pickup. A very pleasant and efficient process. I think they treat customers with respect in all the areas I was exposed to from entrance to exit to followup. read more

Treated like trash from the moment I walked in the store. Online you had everything I wanted for a small project. In store I was treated like a common thief. NO ONE helped me get the supplies I needed. Never again. You have lost my business permanently. Lowes, Home Depot and everyone else thanks you for all my future business you will never get again. Keep your rude staff. Hopefully they will bankrupt you. read more

Love this Ace Hardware Store! Super helpful, friendly and always have exactly what I need. So much better than the 'Big Box' stores where you can hardly get anyone to help you. read more

Huge shoutout to Richard Madden and Greg! They were so great to work with when surprising my BF with a grill. They were amazing! Wonderful customer service! read more

Excellent customer service, and very knowledgeable employees. I've had a good experience every time I've visited.

Did you know Ace reserves the right to cancel any order, even if you paid for it online, if they mistakenly have the wrong price on an item? So I thought the item I bought was one thing, and it turned out to be 2x as expensive and how was I supposed to know they had the wrong item on the price? I wouldn't! Crosscheck everything you can with them, bc they will wind up costing you double if its an online order... and to boot- the money doesn't come back on your card for 7-10 days! So not only do u have to have money for the item you paid for online, you have to pay double when you get there. Do yourself a favor... don't shop at ace hardware on haywood rd Asheville nc read more

EXCELLENT customer service. Ellen was cheerful and helpful on the phone and when I went to the store, Brandon did a very quick fix-it on my weedeater. With employees who are cheerful and welcoming - AND helpful - I am sure I will think of this Ace Hardware first when I need something. It is so great to find an alternative to Lowes and Home Depot that is also price competitive. Can't say enough good things about my experience today! read more

I left my lawn mower for repair nearly a month ago and nothing but crickets from the section doing the repair. I had to call several times to ask about any progress. They said that they'd pass my concern to the person doing the repair. I finally decided to collect the mower. No work had been done and there was also no proof that a diagnostic had even taken place. I lost $30 which is what you need to leave when dropping off an item to be repaired. What a rip-off. The store manager offered apologies but certainly didn't offer to refund the $30. I'll go somewhere else. Totally unprofessional!! read more

I am always blown away by the wonderful customer service at this store. I needed a socket so I could attempt a first time lamp repair, and I was greeted at the door with a request for help.By leading me straight to the aisle needed, and matching a replacement socket, I was out in 10 minutes and my dog enjoyed a treat from the cashier. Lamp repair was successful! read more

Great place! Had everything we needed, and even helped find stuff for us. Polite people, too. It was busy, but they took care of us. I just wish that all employees wore masks when deemed essential. Solid business. read more

Super helpful staff. Following all COVID protocols. Love that this is locally owned. They obviously care about their business, customers, and hardware! Bought D batteries and Match Light charcoal today. Yeah! #ThankYouThursday! read more

I love this hardware store. Staff is extremely helpful and very knowledgeable about their products. Prices are comparable to bigger chain hardware stores but has a much friendlier feel. I brought in my weed eater for a repair and they gave me quite a good deal. This will be my go to hardware store from now on read more

Madden's Ace Hardware - Maddens ace entrance - Hardware Stores Near Me - Asheville, North Carolina

I went in to get a screen rescreened. Apparently, the employee at the back of the store didn't trust me to take the bill to checkout at the front of the store on my own. Okay. So, I trotted along behind as we went to the front so I could pay. After waiting a while we were taken care of, or so I thought. Next thing I know,, I am being sent to the back of the line. Why, I wondered? Finally, I'm at the register, again. Is everything alright asked the person who sent me to the back of the line? No, I say. You just sent me to the back of the line for no apparent reason, after I waited here patiently with your coworker! Awesome, I'm told! I'll be back to get my screen. After that, never again. read more

We bought a toilet assembly replacement kit from them a few months ago and today it broke. I brought the parts in and spoke to a cashier who immediately called for a manager to help me. He didn't hesitate to give me credit to replace it and also provided some really helpful advice about fixing the bigger issue which is probably water pressure from the city. That's all customer service 101, but these days it's incredibly rare to see. We have never been big fans of the big box stores like Lowe's, but now we have another reason to keep shopping at this Ace store. Really satisfied with their service. read more

Although some of the staff is very friendly... I find they rarely have the things I need there. I did buy a hammer drill because I like to support small local business, but it quit working after a few uses and Ace informed me that they do not except any returns on tools no matter what the issue. The drill is very expensive and for me to be out that money and not have a drill while I'm in the middle of a project has been beyond difficult. I expected more from their customer service after the hundreds of dollars I've spent extra going there to support . read more

The staff are all very friendly and helpful. My problem came up when I went the store would not allow me to return an air purifier that I bought there. The receipt said I had 30 days to return it. Apparently there is a no-return policy on my item, among many others. There was a small sign in a different part of the aisle that is that said fans cannot be returned. It didn't say anything about air purifiers, nor was it noticeable to someone who wasn't looking for fans. If an item cannot be returned, then it should made more clear to the customer before purchasing. I even asked the cashier about the return policy when I bought and she said it was 30 days. read more

Excellent knowledgeable staff, always very helpful and available. Great customer service goes a long way! It is definitely worth a visit.

Customer service was amazing! Super friendly, immediately helpful, responded calmly to my stressed plea for 20 keys to be made right away. They even offered coffee while I waited! What more can you ask for? Thanks for making this so easy, efficient, and pleasant as possible. read more

I keep trying to give this store another chance. Today I placed an online order for pickup and received an email confirmation that the order had been received. When closing time approached and I had not received an email saying it was ready for pickup, I called. The guy in charge of the online orders literally said "it could not have been an error at this end because I'm the only one with access to this system, and I don't make mistakes". O-Kay confident fella. This did not have to be a big deal. I was taking the attitude of "hey no biggie, just help me sort it out and we're good" and he kept escalating the hostility. He wanted to have a fight about it. Ultimately I got off the phone with him and sent an email to the website and I expect they'll probably refund my money without a big deal. But I mean, I literally got to the point of saying, "hey Jerome, look, we've both had a stressful time, we both live in Swannanoa, we don't need to act like enemies, we just need to problem solve together, ok?". Nope. Jerome wanted to throw down over the phone. Sheesh. read more

I usually love my experiences at Ace Hardware. I live in Swannanoa and that is the store I frequent but this afternoon I was waiting on my husband to finish up work in West Asheville and had some time to kill so I decided to come in to this location to browse and maybe make some purchases for my garden as well as pick up a few packets of flower seeds. When I first walked in I saw a sign on the door saying that all backpacks need to go behind the front counter. I was wearing a mini backpack purse so I asked the cashier if she wanted me to leave it with her. She said no. I proceeded to walk towards the garden section to look at soil amendments and stake,. Several people asked if they could help but since I didn't have a specific need, I declined their offers. One man who I assume was the owner or the manager on duty continued to hover near me as I browsed. After I had chosen the seeds I wanted I returned to the stakes I was looking at before to decide if I wanted to go ahead and get them or wait until my next paycheck. While I was deciding, I heard two men talking on the next aisle over saying I looked suspicious. Then I heard one of them say, "You go around one end and I'll go around the other and we will catch her on both sides." Immediately afterwards, one of them were on each side of me and one of them said, "what are you looking for?" even though I had declined his help twice. Then, the manager motioned to the products I was looking at (by this time it was potting soil to sow the seeds I was about to purchase in) and very sarcastically he said, "FASCINATING ISNT IT?!" These people made me feel like I was getting in trouble when all I was doing was trying to make a few purchases for my hobby which is gardening. I will never go into either of their locations again. I've never been treated so poorly by an establishment. Perhaps they should focus more on their customer service and less on making their honest hardworking patrons feel like crap for simply walking into their store. read more

If I could give this clown show a zero or negative star rating, I would. First, let me state that I am an ISA Certified Arborist and have had my own Arborcare company for 15 years. I made the mistake of buying a $500 Stihl from this place. When I had to start the saw, because their "professional" saw guy didn't know how, I knew I had made a mistake. The chain was extremely loose and when I was using the saw the next day, when I tried to tighten the chain tensioning bolt one side of the bolt snapped off. I returned with the saw to have it replaced, the owner (Richard) told me that in fact I wasn't an Arborist and that any damage that was done to the saw was because of my own inability to run the saw. When I purchased this saw I also dropped off one of my climbing saws to have the carburetor replaced. When said clown owner told me to get out of his store, I also took the climbing saw with me. I reported this incident to Rusty from Stihl Mid-Atlantic and he told me they didnt have a certified Stihl mechanic on their staff, which advertise they have, and told me to take the new saw to Bob Lawrence Power Equipment. The Ace is new and I was trying to give them some business. I'll never spend a dime with this store and I'd advise everyone stay away from this store and that idiotic totally unprofessional "owner". My next stop is to Ace hardware headquarters to inform them of what they have going on at that store. STAY AWAY!!!!! read more