Teach your employees to be courteous and not abrasive. I didn't realize the store was closed when I pulled up. I barely got out of my vehicle her tone towards me was like I was an idiot for even being there. Looking at other reviews it appears this has been ongoing. Must be a management problem. So at this point maybe the owner need to be involved. read more

Really disappointed in what's happened to this store that used to be my friendly go-to hardware choice. My last 2 visits have left me shaking my head, swearing I'll never let anyone treat me like that again. The Ass.Mgr. Miley demonstrated a ruthless, inhuman, rude and bossy denial of my polite request for a return. It wasn't so much that she said "no," it was how she berated me, attempted to belittle me, and turned her back on my person-to-person appeal, embarrassing me in front of other employees and customers. Some power trip while the Mgr. is gone for the week, I guess. This store has become a nuisance of Corporate control and greed. The years of shopping here have become a stark reminder of what happens when the human aspect of retail is replaced by the mighty pursuit of the almighty dollar. I'm better off shopping on-line and won't be going into this store anymore. And, I won't be responding to the 15 bogus email promotions I've received from them in the past 2 weeks. I'll UNSUBSCRIBE and shake free from this yucky experience. read more

Could've sworn I was in one of Stan Herd's cornfield mazes. I needed a very small ball chain for my bathroom sink. Just a small, teeny amount. No clue where it was in the store and could find no one to help. I went down aisle after aisle and never saw one single customer sales representative. I kept thinking that someone would *magically* appear to help me but not a soul was around. Yes, there were other customers but they did not seem to know much more than I. I found the ball and chain and it was on a rack with other chains of varying sizes. There were no scissors near so I could cut the chain and no measuring tape or ruler so I could see the amount. I tried to break the chains with my fingers but without success. Again, I wondered the aisles trying to find anyone who could help me cut the chain. As a last resort, I picked up the entire rack and carried it to the front. There were three employees standing around talking about things other than helping customers. I told them I needed some of the chain in the rack, the guy said he had to go get a special tool to cut the chain. I told him it could be cut with scissors. I reached over the counter, grabbed the scissors and cut my own chain. The cashier asked how long my chain was and the guy just estimated. At that point, I didn't care. I just wanted OUT. I have had this problem at the other Westlake and I think it is just part of their workplace culture. They have no interest in helping customers. This is not a one time observation from me. I have witnessed this first hand at both Lawrence stores over a number of years. You would think that with stiff competition from Menards and Home Depot, Westlake would get their act together. Nah. As for me, I've had enough. There are many more options and I intend on taking advantage of them. Bye, bye Westlakes! read more

Exceptionally poor customer service! I've had others say they won't shop there. Well, now it's my turn. 1) Called and asked if they would sell something for pickup by phone. Nope. Have to order online. Ordered online. They didn't check their orders until later and then were sold out. Called corporate and they were appalled. 2) years ago I was second in line which was taking forever. They opened another line and all the old men rushed in ahead of me (older woman). I was mad enough I called the head cashier out. It's her responsibility to take the next customer. I couldn't have gotten out of that line to be next if I'd wanted to. Never never going back. read more

Highly encourage you to drive the extra 5 minutes to the Ace on 23rd!! Was on this side of town and went in to make a return. Not only did they tell me they couldn't accept my return but they were SUPER rude about it...and that's the manager. Cashier was actually just fine. I drove to my neighborhood Ace were they happily accepted my return (from a purchase made less than a week ago) but also KEPT A CUSTOMER!! Not because they took the return but because their customer service is always amazing. Won't make the mistake of stopping for location convenience again. read more

Knowledgeable staff Always has what I need, couldn't be friendlier and super convenient. In the years I've shopped there only had one item I had to return because it was defective. No problem at all. Refunded my purchase price and were most apologetic the item failed. I'll go back anytime I need repair items for our home. Great folks! read more

Helpful and the got to place to get projects done. Always someone to answer questions.

Terrible customer service or store organization apparently. Ordered item online. Received notice it was ready for pickup. Went to store and waited in store for 30 minutes while employees tried to find it which they never did. read more

I have had a great experience here. The staff is generally responsive and more knowledgeable than other competitors. Perfect for quick projects. I am in and out in no time flat. I have had to wait for a few minutes but never unreasonable and then the help has been excellent! read more

I used to like this store. The carelessness of the staff during our current Covid-19 emergency means I will not go there again. Despite signs all over the store requesting social distancing, the staff was not doing so, and most of the staff did not wear a mask. One maskless employee walked right next to me although I was standing still and they had ample room to walk around me - as if they were challenging the fact that I was wearing a mask. If the management will not make an effort to keep me from getting this dreaded disease they do not deserve my business. read more

Was in today and though almost all of the customers were wearing masks, NONE of the employees walking around the aisles interacting with customers and restocking had masks on. It's a very small store where physical distancing is impossible. It seems the least management could do is require their employees to wear masks (those at checkout had masks on but were also behind plexi glass, not up in your face like the unmasked ones on the floor). I left feeling like Ace doesn't care about keeping customers safe and will be going to Menards from now on where masks are required of all employees and customers. read more

We drove into town needing firewood so we could camp for the night (road tripping from SC to CO) and I called them 1 minute before closing. They not only agreed to stay open 5 minutes extra for us, but made sure we had everything that we needed. Super nice and helpful staff. A+ experience all around! read more

I shop at this Westlake Ace Hardware store often because the location is convenient for me. If i know where my needed item is located in the store, I can be there and back home in less than 15 minutes Here's the rub, if i don't know where to find and item in the store, I might wait for 15 minutes for assistance. OK...15 minutes might be stretching it a bit but my point is that they often do not have enough staff on the floor to help customers and it is frustrating. Other than that, I have no complaints with the store. read more

This is my first time at this location. I love the ample amount of parking. The entrance to the building can be a little confusing When You See It For the First Time. It's kind of off to the side kind of quirky. The store itself could be a little bigger it kind of seems like items are cramped inside and the shelves are fully stocked however the aisles are not easily identifiable you find yourself wondering trying to find the item that you want because the aisle only has like two items listed as being on that aisle but when you go down the aisle you see more than two types of items. So if your items aren't paint or sandpaper but on that same isle you've got glue and wrenches, then you have to ask where the wrenches or glue are because they aren't listed on the sign identifying the aisle. Those are the bad points. Overall I love the items that are available once you can find them. The staff were very helpful and very knowledgeable and friendly. One thing I've never been able to stand is going into a store and asking for help and the people who work there don't even know about the products they're selling. This is not the case here. Everyone seems very knowledgeable about the products and they are more than willing to help you find what you need. I will definitely shop at this location read more

Both of the Lawrence Westlake Ace Hardware stores sell their products at a premium price. This one (Kasold) sells damaged merchandise and previously opened boxes at no discount and with no indication. Investigate the shelves and you'll see what I'm talking about. You will pay far more at these stores and perhaps get less, or more than you bargained for (as in products that quit or start smoking just after the return period...most likely because they were a return or damaged and reboxed item). Go to one of the other hardware stores. read more

I have gone to this store on several occasions. I waited to write a review to see if the terrible customer service was a one time experience or the normal. After five visits to the store the customer service is terrible always. The sales associates do not speak, when you ask for assistance they provide you with inaccurate information in a dismissive manner, the manager Mr. Sam never speaks and they do not value the customer at all. As a college student, you hope that you can accomplish small tasks around your living space while spending your money within your community. I went to this store because it is suppose to be your neighborhood store but after the terrible experiences, I will stick with the big box or online stores. It is unfortunately that business owners do not understand that online competitors are often providing the same product for a fraction of the cost. I would suggest that if you are looking for knowledgeable information google it and then purchase online. Small Town businesses will continue to close because they do not understand that you have one time to make an impression on a customer and staffing your business with rude sales associates is the fast track to to a going out of business. read more