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ACE Hardware Has Great Customer Service

Updated on March 4, 2017
lifelovemystery profile image

Digital marketing professional with B2C and B2B experience in strategic marketing, lead generation, content marketing, SEO, SEM, and CRM.


Hardware Store Offers Best In Class Service

I recently moved to Houston and I’m steadily finding my way around. Houston is BIG! There are few items to check off the ‘To Do’ list and many items can be found at ACE Hardware. The first couple of times I needed something I went to Lowe’s or Home Depot, but I wanted to find a store that is closer and smaller. Truthfully, I would prefer to support small business and I want to be able to talk to an employee that actually knows something about what I need.

I used Google to locate a different hardware store and discovered an ACE Hardware in my neighborhood. The first time I visited, I was so surprised by the variety of items in the store. They offer everything from kitchen utensils to coffee beans, pot racks to garden tools, and even a United States Post Office!

One of the items on my check list was ant killer. Texas is famous for fire ants, and my yard is full of them. In fact, there are so many ants that I dare not pull weeds unless I want to get stung by the ants. I was approached by a store employee that actually suggested a particular product that works well in this area.

I settled on a bag of Spectracide because the package states, "Once and done". Now that's my kind of bug killer!

Lawn and Garden Supplies

Spring and summer bring out the bugs.
Spring and summer bring out the bugs. | Source

Updating the bathroom

I also needed paint supplies, picture hanging tools and a towel bar. The employee was happy to show me where the different items were located and even humored me by listening to my internal debate about which towel bar would fit the style of the house. The house is about 30 years old with brass fixtures (which is my least favorite), so I want to update it a little but felt like the Franklin Brass® Bellini® Towel Bar was a happy medium. It's a little retro with the ceramic and aluminum combination.

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Great Customer Service

I have never been in a store where the employee actually seemed interested in what I needed. It was like visiting a doctor that was able to spare more than 10 minutes on a diagnosis. I was even more surprised at the register when they asked if I had joined their loyalty program. I had a similar experience at Lowe’s, but their program is really just a project tracker to follow how much you spend on a particular project. That is a fine project tool, but it is not a loyalty program.

Later in the week I needed to return my digital receivers from my cable company. The company had emailed a Return Receipt to me and all I had to do was paste it to a box and drop it in the mail. I returned to ACE Hardware to check out their Post Office service. They were able to accept the UPS labeled package and this saved me a trip to a UPS drop center.

I visited the ACE website and was happy to discover a very dynamic site that is laid out very nicely, has rotating web banners, online discounts and ‘The Helpful Handyman Corner’. I am completely sold on this brand, and they really do provide best-in-class service. While the term Handyman may be gender specific, I know that ACE appreciates the ladies too. This lady has received excellent service and competitive pricing with each visit. Thanks ACE!

© 2012 Michelle Orelup


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    • WillStarr profile image

      WillStarr 5 years ago from Phoenix, Arizona

      I'm with you...I have both Home Depot and Lowes within a mile, but I prefer Ace for quality hardware and hard to find stuff.

    • lifelovemystery profile image

      Michelle Orelup 5 years ago from Houston, TX

      The service is wonderful and the employees are all so pleasant. It's like a little gift to the neighborhood.

    • charmike4 profile image

      Michael Kromwyk 5 years ago from Adelaide, South Australia

      Great story about the difference in service levels between a multi-national & a small business. In my home town we had a small business hardware store - Home Hardware & Timber - that I visited regularly over the local big box retailer - Bunnings. The reason I went to Home is because they had plenty of staff, were knowledgable and helped you out, everything that Bunnings was not. Unfortunately they have now closed due to the discounting from the majors.