Prescott Valley Ace Hardware

I'm just a little incensed right now as I write this review, I purchased some garden supplies and there selection was limited because it's November (understandable). I purchased the last two ceramic pots and matching saucers plus a few other items. Anyway, the saucers were stained and dirty and I asked if I could get a reduction because of the condition that the saucers were in. I got a resounding NO, it was a small request. Like I said I purchased several other items my purchase total was $88.38. There was a time when custom satisfaction meant something. It just ruined my afternoon and I will never shop at ACE Hardware again.

Ace Hardware used to offer legendary customer service. They use to also offer a vast selection of harder to find items the box stores would never consider carrying. That included Prescott Valley Ace Hardware, but in the last ten years the customer service has all but disappeared, in large part due to the employees knowing little or nothing about the products and showing little interest in helping. It's also unfortunate Ace has chosen to peddle overpriced brands like Yeti, Stihl, and Traeger when their overall prices are already higher then the box stores. To make matters worse, they recently changed the layout of the store, although for some reason they never finished the remodel. Not only is the layout illogical, with the hardware section being separated into two sections for instance, but the departments are smaller and the selection has been cut back. If they insisted on relocating the open stock hardware they could have at least moved the rest of the hardware section to the area directly adjacent. That would have provided a perfect place for counter height drawers and bins with plenty of space for filling out the parts bags or working out the needed hardware for a current project. I doubt it's a coincidence but the section selling overpriced grills and fluff is now twice the size. Sadly, other then the occasional hard to find item there is no incentive to choose Ace over Lowes or Home Depot.

Popped in to get some keys made. Customer service here is top-notch. (Not like home depot) shop local

Poor customer service experience. An employee said I could not return some merchandise, even though I had my receipt and it was less than 24 hours since the purchase. I ask to speak with the manager. The employee then tried to get an another employee to gang up on me and join the discussion. After repeatedly asking for the manager, I was taken to him, but the employee hung around and wanted to keep arguing. I finally got the employee to leave and stop trying to bully me. The manager heard me out and did allow my return. What an ordeal.

Did a great job of cutting a number of keys for me. All worked. Pleasant and helpful unlike Lowes and home Depot where it is always hard to find someone to help you.