Ace Hardware Saddle Rock

Not every store clerk treats you the same. I was recently at the store 11/13/23 at 12:30pm, looking for picture holders and holiday items. The young man at the register was very nice and helpful. However, there was a younger guy on the floor helping a guy, when he was done I said, “Excuse me I have a question.” He ignored me and went straight to the back in a room. So I asked the young man at the register if he could get me help on the floor. He did so and another guy helped. Now, I don’t want to believe it was about race. However, it certainly felt that way. Given, what I experienced, Ace will be the last store I shop for home supplies. Especially this location. Advice: All customers should be treated with respect. I was surprised, since I just moved to Colorado and for the most part people have been really nice. Please train your staff to be helpful to everyone.

This is the first Ace hardware that wouldn't accept a return from another store. I have used ace for years in multiple states with no issues. Very disappointed in this store. Will never buy anything from this store. Response to owner. I don't know where you are getting that most Ace hardware's don't accept returns from other stores. You are the first store I have ever gone to that would not accept a return from another store. I have worked all over multiple states doing side jobs. Been to 20 plus Ace hardware's and yours is the first store that refused a return from another store. The only exception is if they don't stock that item. Which is understandable. To not accept returns from other stores at all is just bad business. Probably why I was the only person in the store. Have fun running your business into the ground.

Store is generally decent but recently I had a paint pole break that was clearly labeled "Ace: Satisfaction Guaranteed" so I took it in, they refused to do anything without a receipt. Might be a corporate thing but who keeps a receipt for every household item they purchase? Why have an Ace Rewards account if I have to keep a paper receipt? Label was still on the pole anyway that said ACE on it. Contacted corporate, they told me to pound sand, didn't even offer a coupon toward a replacement. Warranty doesn't mean much if a company won't stand behind it. Response to owner: It's really simple, here's what it says on the label that's still on the tool: "The Ace Promise: If this Ace product when used for its intended purpose, fails to give you complete satisfaction, return the item to the store for replacement of same or similar item". No caveats, no requirements, no limitations. If it's going to be printed right on it, you back it up. Having stuff not break is why you buy the more expensive metal ones instead of the flimsy plastic ones. The Ace warranty used to say "Ace Brand hand tools are guaranteed for life. Our full lifetime warranty states that if any Ace Brand hand tool, used for its intended purpose, fails to fulfill your expectations, return it to any Ace store location for a free replacement of the same or similar item. This warranty provides you with the ultimate quality assurance." Easy to find on the internet. If that's changed in the meantime it should still apply to tools bought with that. Maybe I grew up in a time with the Craftsman warranty when things used to be simple and companies didn't make you jump through hoops, but on the other hand you had the opportunity to create customer loyalty and didn't. Didn't have to be a replacement, could have been some other gesture. Replacement tips for poles are cheap on amazon, you should carry those. Would have been easy to offer a free $2 replacement part and salvage an otherwise perfectly good tool. I didn't expect a whole lot when I went in, but thought I should ask since it was printed right on it. I think the way it was handled actually bothered the other customers in line more than me, as several people approached me in the parking lot after and were annoyed by the interaction. You may have lost a few customers at the time unfortunately.

I just brought in a single 21" × 37" window screen, to be re-screened only. No new frame or clips needed, just replacing the fiberglass screen. I am in complete shock they are charging $57 for this, especially since another Ace location, also in Aurora, charged slightly over $100 TOTAL for 6 screen repairs just a month ago?!! Price gouging???? 09/15/23 Update Went in the store ans asked to speak to the manager as instructed with my original receipt from the other Ace location in Aurora for the 6 screens they repaired in July. I was told pricing for screen repair was set by the owner. Also that the other Ace location needed to adjust their pricing for this (basically raise the cost by 300% of what this location charged me. I was issued a $5 credit.... Long story short, drive the extra distance to Ace Hardware Buckley Square, where you won't be big-time overcharged! I learned my lesson.

Ace has the screw, nut and bolt section I need. The staff are always helpful and friendly.