I needed a piece of glass repaired and brought it to the ACE hardware store in E. Longmeadow. I was told that I needed to pay the 22.00 upfront and that my glass would be finished in 7-10 days. A few weeks went by, and I didn't hear a thing, so I called to find out what was going on. The man on the phone was rude and told me it wasn't done yet, that a man was out sickand they would call. I never heard and on Saturday I called to inquire. I was put on hold twice without anyone coming to the phone. I finally reached the manager (David) and he told me it wasn't done. I told him the story and he said it would be done by monday. I told him how upset I was and he said there would be no charge. He said to tell Don that when I picked it up on Monday. When I went to the store on Monday, I waited and waited and noone came to help me even after someone paged the glass department. Don was very rude and said there was no glass drop off available. I said that I was picking up and that David said it was no charge. He slammed doors, said it was under staffed and finally came out with my glass. It wasn't until I said I was going to complain by email that he appologized for the inconvenience and the delay.
I sincerely doubt I will ever step foot in an Ace store again. In this day and age when you are competing against the big chain, I would think that customer service and kindness would be your strength, I have not been this frustrated with a store in I can't remember how long. I will certainly take my business to Home Depot or Lowes where the employees care and are told that the customer is important.
I hope you take care of this situation so that other customers don't suffer the frustration that I did.
507 Maple road
Longmeadow MA 01106