Ace Hardware

Write a Review580-255-3500

No matter where I turn, there is always a knowledgeable person right there to help. You don't find that too often in this day and age. This customer really appreciates it!

Terrible customer service from the manager/owner. I was put on hold for over 10 minutes. They never picked up the phone after I was put on hold, so I went into the store (still on hold) and there were 5 employes not helping anyone, yet nobody answered my call. I went to the key section and asked the 2 employees that were walking up to the front, "who answers the phone calls?" They said they can answer calls, so I told them to see if they had anyone one hold. The male associate said, "there is someone on line 2." I said,"please check to see if it's me." He picked up the phone and said,"hello." I said, "that's me," and told him he could hang up. The female associate apologized and answered my question. She had great customer service. She said that she would tell the manager about my 10 minute phone call on hold with no answer. And she did. She called on her headset and told the manager/owner. He met me at the front and he is the reason I am writing this review.

I told him what happened and he told me that they were very busy 15 minutes ago. I told him that I was on hold for 10 minutes and it wasn't busy when I walked in. He told me that it may not look busy but his employees were very busy 15 minutes ago. I pointed out that there were 2 customers at the register when I walked in and there were 3 employees taking care of them. I pointed behind me to the older gentleman that greets customers when they walk in and pointed to the other 2 male employees working on a display and I also pointed out the 2 employees that met me by the key counter. I told him it may have been busy before I walked in but it wasn't busy when I walked in. I told him he had several people who could have answered the phone.



This is what he told me, "I tell my employees to never walk away from a customer in the store to get the phone. The customer in the store is MORE IMPORTANT THAN THE CUSTOMER ON THE PHONE."



I told him I worked retail in the past and understand that at times it gets busy, but it is not acceptable to put a customer on the phone on hold for over 10 minutes with 5 employees available to answer the call. He continued to explain how busy it was 15 minutes before.



I called back to make a complaint to the owner, and the girl who answered the phone told me his name was John and he was busy with a customer. I am pretty sure I was speaking to the owner earlier, so I told her, never mind, and I hung up.

All customers are important. I spend a lot of money locally, but this store will only get my hard earned cash if they are the only place that carries what I need. I am very disappointed in the way I was treated. Telling me that I was not as important as the customers in the store is not good business. I am just as important! All I can do is spend my unimportant $ somewhere else, and tell others about this experience.