Ace Hardware

Write a Review503-543-0902

Us & our entire family have been loyally shopping here for decades. Even with the competition close by. Normally we get decent customer service. I am a person with a disability, MS. We bought paint here as we have done for years for several of our homes. This paint was not custom mixed, it was pre mixed, picked up from the shelf. I read on a bunch of signs" If you end up not loving the color you chose, no big deal. You can replace it for free" That was great! Cool new marketing! So I purchased this "latte" color & painted a 12" X like 2' spot & this paint dried as a peach orange color. I stopped & waited for it to dry more. Same result. I took it back later on, with receipt, showed them a picture of how orange it was on my wall. I picked another color, double checked that sign. As they had began mixing the new color, I double checked asking about that replacement for free sign. The sales person said no they wont replace it for free like the sign said, I have to buy the replacement at another $32 since it was a different brand then I bought! Miss leading. I was confused. Well, maybe its just me, due to my disability. So, I explained that I was confused by this. She said they are mixing a new one & I have to buy it as well! We have been shopping here for decades & almost never return anything. I asked if they can please work with me, I don't want trouble, it wasn't opened, a neutral oatmeal color & perhaps sell this unopened item with the other pre mixed paints. She still said no. I felt pretty upset at this point. I quietly mentioned to her that I suffer MS & this disease has given me brain lesions & causes confusion & please understand this situation at hand & perhaps sensitivity. We have been very loyal customers. I honestly thought that the signs that said "if the paint doesn't work you can return it free of charge "meant all of their paint. I said I would keep the orange paint. She told me that I had to pay for the paint that was mixing that I hadn't even touched. Wow. She didn't seem to care & remained insensitive. Wow. Where is the "customer service." Helpful? This felt sad & horrible to me. Why would I have to pay for both cans? I just want to keep the 1st can that I had already paid for & leave. I asked for the manager. They are at lunch for an hour. Wait in the store for an hour to resolve this? No thanks. I want to just leave & keep my old paint that I had paid for & not be forced to pay for a 2nd can. I'm embarrassed that I told this person about my private health business & upset. She took ph# & the manager will call me back. I left with my old can of paint & left the new unopened can still there in the mixing machine with the associate. I waited at home, but ended up having to call the manager back myself. Again, lack of customer service. I explained the entire situation to her and my my personal MS which caused brain lesions & this may have had an impact. She did not seem to care or feel sensitive & told me that I had to pay for this new can of paint that I had not touched & she is keeping that can there for me to come & pay for & said that on commercials its a specific brand that offers the free exchange. Ok? I have not seen these commercials. Still no resolution here. The owner will call me whenever they return. I am so disappointed that there is poor customer service & zero sensitivity for a person with a disability. I will not be going back. Neither will my family or friends after this experience.