ACME Lock Co. Inc.

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Never even knew their business was right there. Needed a key to my basement. After going to Walmart, Home Depot, and menards, none of those places could make my key. They were very fast, friendly, and very reasonably priced! Glad to know they are so close, no more running to Walmart, I'll go right back to them!

Synopsis (in case you don't feel like reading the whole thing):



1. Called to find out if they carried something. Was told "yes"

2. Drive down there, they do not have it in stock

3. Was told to expect a call with an ETA

4. Never got call

5. Stopped in. Did not have all the parts.

6. Was told "Go ahead and order online. See ya." when I explained that this had taken longer than expected.



Wow. And I mean WOW! Last week, I called around to see if I could get three deadbolts, keyed the same with one of them being for a thicker door. After a couple of calls, I got hold of Acme and they said that yes, they do carry those parts in stock. I immediately hopped into my car, got down there and after they looked a bit, explained to me that they do normally carry them but they are out of stock. They were on order and should be there in the next few days. I believe the man who took my information was named Josh (I do not know the names of any of the other players here).



Josh took my name and number and said he'd call when he had more information as to when they'd come in. He never called to give me an ETA.



Today, over a week later, I happened to be in the area and stopped in to see if they had arrived. The man who "helped" me (I really do wish I had gotten his name) says that yes, they had come in. So, he starts to look and finds the locks but cannot find screws long enough for the thicker door. After about 10 minutes of looking the lady (whom I could not see - sitting at a desk) asks if she should call Josh and find out if he might have set the screws aside. The person who was looking said, "no, if they're not here, they're not here."



He then comes back to me and says that they have to order the screws. I responded that I like to keep it local but that it's sort of critical that I get it taken care of and that after waiting more than a week, I could have ordered the locks online (btw, I was very courteous when I explained this to him. There was no angry or frustrated tone). His response: "Go ahead and order them online. See ya." And that was that.



I am a HUGE proponent of doing things local. I am also a HUGE Proponent of giving good customer service. A simple, "We're sorry it's taking so long and we're sorry we messed up here" would have gone a LONG way. A simple, "let's call Josh and find out for sure" might also have been a decent idea. Instead the person who was helping me shut the lady down.



"See ya?" I'm sorry, I deal in customer service and have for well over 25 years. Not once, no matter how belligerent the customer may have been, have I said "see ya" or anything like that.



Had they apologized, I'd wait another week. Instead, I am home, still shaking my head and writing a review.



Also, while I was there, I heard something about the city of Milwaukee and them needing something. I am assuming that since I am small potatoes compared to the City, my little $150 order will mean very little to them. Maybe, just possibly, a negative review will impact them a bit more. I doubt it since this appears to be the only review there which means that most people do not care about reviews on lock and key places.



At this point, I'd give them less than zero stars if I could.