They made keys that didn't work. what an inconvience. I was in town for a day and couldn't go back to have the keys made again!

I experienced great customer service from a young man named Corbin. He was able to show me a few options for the items I needed and was very helpful informing me about the choices I had, and this young man carried my purchase to my car without being asked to do so, ( it was very heavy...!)..... five stars to that young man..! I will continue to do business with this hardware store.... read more

I received terrible customer service from Rocky's Ace Hardware in Fairhaven, MA on a recent online transaction store pickup order that I placed. Order was placed June 9th @ approx. 2pm EST... a full 24 hours later I had yet to receive an email confirmation that the order was ready for pickup... despite the fact that all items in my order were in stock and readily available for purchase. Only after I personally called the store, was placed on hold & explained the situation to two different people did I finally get some sort of verbal confirmation that the order could be picked up... Why even bother with offering online ordering / store pickup if your stores cannot support it? Why do I even bother trying to support "local" (owner has 20 stores so not sure he has a real claim to being a local business owner) neighborhood hardware store chain when, despite all of their faults, Lowes and Home Depot can at least turn around an online order in less than 24 hours? Needless to say, this is my last dollar spent at Rocky's Ace Hardware in Fairhaven, MA.... and any other Ace Hardware store. read more

Hammers shovels and snow blowers Most Ace Hardware stores are pleasant places. A convenient and useful store that is sort of a compromise between the small old fashion and nearly extinct hardware stores of the past and the massive, expansive, cavernous and impersonal places like Lowe's and Home Depot. This one isn't particular large but it does manage to pack a whole bunch of stuff inside and even out in front of the store. Not quite the variety and possibilities of a Home Depot but you can still usually find what you are looking for. The nice part about this store is that within a few seconds of walking in someone is always asking you if you need assistance. Not in a intrusive way but in a pleasant and friendly manner. If you tell them you are just looking they go away and find someone else to help. A great place to quickly and easily find the snow shovel, salt, or even a snow blower that you desperate need for a coming blizzard. A cool, useful and convenient place that doesn't require a map to navigate around. read more

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I love Rocky's and shop there frequently. The staff are always pleasant and helpful. I was so glad that they came to town Paulla Draper read more

Not 1 single person that works there has any knowledge of anything sold inside of this hardware store! Do not expect to go there with any questions because these workers have no knowledge of the items they sell. I also waited in line for 10 minutes. read more

I needed about four items and was barely acknowledged. He pointed to the first item without answering my question and promptly went back to his conversation with a bunch of friends. Needless to say I will not return. read more

I am surprised to see so many negative criticisms. We always shop at Rocky's. It's no more expensive than the warehouse stores and Terri "the Paint Goddess" always helps us with our Benjamin Moore selections and purchases. I have always found the staff to be generally knowledgeable about their products. And, I already know how a hand drill and hammer work. I just want to be directed to the appropriate isle._DW1953. read more

I ordered and paid for items on the website and had it sent to my local store in Fairhaven. I received an email saying it had arrived. Brought my email to the store and was told it wasn't there. The clerk even though nice said to go home and call the 800#. Why wouldn't he have called right then and there? I went home and called the 800. The first person put me on hold after my explanation and was on hold for 20 minutes and then disconnected. Called back in spoke with someone else and was put on hold for 20 minutes and then disconnected. Happen three times and none of them called me back or emailed me. I went to the corporate office which there are two. One of the locations the exact same scenario. Disconnected both times with no call back or email. Emailed the other corporate office with no response at all. Not one person in this whole scenario took the initiative to find out where or when my PAID order was or when it was coming in. Customer service is abysmal and it's obvious no one from the top to the bottom in that company cares. This could have been corrected so easy and everyone would have been fine if someone put a little effort into it. read more

Remember the Family friendly TV ads where the tag line is: "Ace is the place with the helpful hardware folks". Well they obviously didn't have Rocky's in mind when they made it. The Ace Hardware commercials advertise free assembly on large items and free delivery and a host of features this Fairhaven store does not. When I went to buy a large item grill that wouldn't fit in my car, I was told, "sorry, we don't deliver, and it might take three weeks before we can get this assembled". I said, the Ace Hardware ads show free delivery and assembly. The Response? "That's Ace Hardware. We're Rocky's Ace Hardware". "What?" I asked the unfriendly manager, who, I'm assuming studied at the Attila The Hun School of public relations. What does that even mean? You're Ace Hardware, right?" "We're Rocky's Ace Hardware". "What's the difference"? Again the response was. "We're Rocky's Ace Hardware". Frankly, if she worked for me, she would have been fired on the spot. The most unfriendly, unaccommodating business person I ever encountered. In previous visits (it's the only game in town since the local True Value Hardware store which stood for 50 years closed), most of the staff was pleasant and moderately helpful. The woman working in the paint department is the most knowledgeable, but she's just one person. Too many have no product knowledge and are not helpful at all. They don't have a service department and don't carry many of the home repair hardware items many homeowners in this area need. Most of the homes in town are fairly old and historic and repairs and replacement parts often require vintage electrical and other vintage hardware that the big box stores don't carry. Now repairs require an internet search and online buying. I like to buy local when I can and like to support local businesses when possible, but Rocky's is not local. It's a large franchise owner who has stores in many regions and does not subscribe to the Ace Hardware business brand. How the store gets away with wearing the Ace banner, I'll never know. Fortunately for me, and the town, a brand new True Value opened with twice the space and the product and has a service department, so, thankfully, my days of dealing with Rocky's are over. read more

A huge thank you to Pat at Rocky's ACE Hardware in Fairhaven, MA. Just before Father's Day 2019, I purchased 2 lounge chairs for my husband - received a rain check because of incredibly high demand. Pat understands Customer Service. Yesterday he resolved my issue without batting an eye, so uncommon these days. And, to top it off, the store had the cactus/succulent potting mix that I've been searching for! read more

This hardware store seems small on the outside, but has had everything I needed to paint 3 bedrooms, 2 bathrooms, and a hallway. Nice customer service. Fair prices. They do sell Benjamin Moore paint (which is not easy to get from large retailers because they have contracts with "valspar" and other distributors). read more

I called asking if they carry the items I needed and was put on hold for over five minutes (while the woman who answered supposedly went to check) then got disconnected. I called back and the same thing happened again. I called one more time and a man answered, said he would go check and then hung up on me. Time to take my business elsewhere. read more