Westlake Ace Hardware

I go to this Ace Hardware now and again and I have always had a good experience; I do not usually have to wait in line long, the store is set up to where I can find everything, and I have not yet met a rude employee! Today I had the pleasure of having Phyllis as my cashier, she was very sweet, cheerful, and considerate. It is nice to see somebody who is authentic and has customer service skills in this day and age! 🙂

If I could give this place a negative star, I would for a million times over!! I bought a snow blower at this store, and later saw the price had dropped online. So I went back to the store to ask for a price match. The cashier said they do offer it, then called the "manager" guy. He said he would check with his "customer service" lady. After they talked, he said they don’t do price matches (which, seriously, isn’t that a basic thing nowadays?). I said, "Alright, then I’ll just return the machine and buy it online." Their attitude instantly changed. I went home, brought the snow blower back after 30 minutes, and asked if someone could help me unload it from the truck. Then a lady came out (right after that "manager" guy just ended his shift at 12PM) and told me I didn’t need to return the item because they actually do price match. And then she said I didn’t need to bring the machine back. A moment later, the same "manager" guy stepped out and said, "Oops, sorry, there was a misunderstanding." ??? I asked, "So who’s the store manager here?" She said she was the manager, then explained that if I bought it last week and the price dropped this week, technically they wouldn’t price match AND the guy earlier "didn't know about this" (???). I said, "Fine, no need to match, I already brought it back, so let’s just do the return and be done with it." She went silent. No apology, no thank you, nothing. I’ve never experienced customer service this bad, especially from a place my family has shopped at so many times. I will never step foot in this store again. To the "store manager": there’s no explanation that can justify the way I was treated today. There’s a reason why this place is always empty.

What a pleasant experience I had here. The staff was so friendly and they went above and beyond my expectations for getting a custom glass piece some for my art work. I would go here more often for my home needs.

Website said they had locally sourced hay. Walked over 4miles. Was confirmed in person that the website did say 5 in stock but their were none. He did confirm with management and in walking to the shelves that the website was lying. They do not have hay.

No one in the store except an old guy on his phone sitting at the register oblivious to everything. I needed a chain saw chin unlocked, but that helpful guy must be on vacation, just a lazy guy putting in hours. Sale lost.

Not long ago we visited a local hardware store that had a fairly straightforward no-frills atmosphere, which suited our needs just fine.

They were out of what I was looking for so John A went out of his way to find it for me at another Ace location he was very helpful!