Biedermann’s Ace Hardware

This store has gone down hill in the past two years. It is disorganized, overpriced and the customer service is horrible. I used to like shopping there. What happened?

This is what a local hardware store should be. I’ve always been hesitant to say much more than «no thanks» when someone asks «can I help you». At big box stores, I prefer my chances of finding an item myself. Not so at Biederman’s ACE, these people know the store inside and out and save me boatloads of time by taking me right to an item. That’s handy and all but let me tell you why I really shop here every chance I get.
I recently purchased a few tubes of sealant for a project that I had been working on for a couple of weeks. The first tube worked great, just like I hoped. However the material in several other tubes were much thicker and nearly impossible to get out. Checking the batch numbers on the tubes, I realized the bad tubes all had the same batch number. I took the tubes back to the store and a clerk quickly took down the information about my situation and called a manager. I was a little surprised at this because I was primarily interested in letting them know they should remove the offending batch number from the shelves. I didn’t think a manager needed to be involved in that. What happened next was why I shop at Ace as much as possible. The manager came over, took a minute to hear my concern and then told the clerk to refund my money for all the bad tubes (even though I didn’t have the receipt because I bought them over a several week period) and give me the employee discount on any new tubes I purchased, just to make up for the hassle. WHAT??? Who does that in business anymore? Acknowledging that you’ve inconvenienced a customer and then going further to help ease the frustration. Ace IS THE place for my hardware money. Great job guys!

Bought a new Stihl trimmer. Let them upsell me and went with the extended warranty. Second time I used the trimmer the string pull jammed up. Took it in stopped in twice to check on progress as I never received a phone call. Three weeks after I left it, I went in. It had been repaired for a week and a half. No phone call. Asked for them to have mgr to call me. Three days later still no phone call. Picked it up and they tried to tell me the part wasn’t covered because it had to have been abused. They ended up eating the charge of $ 28, but I’ve come to expect a lot more from Biedermann’s. Guess my ninth Stihl is my last.

I stopped in to pick up some items for a project I was working on. Everyone in the place seemed really friendly and willing to help with any questions I had.
Will definitely come back here again.