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April 2024 by keith h
I wanted to buy 10 bags of top soil which were stacked in the parking lot. I took 1 bag in to the store and asked to buy 10 bags from the stack. After completing the purchase I was told that the store had a policy and that I was not allowed to load the bags of dirt I had just purchased into my car. I tried to explain, the bags aren't heavy and I really don't want anyone else loading stuff into my car. The attendant insisted that I don't have a choice and that it is a store policy. After a moment of back and forth where I was trying to make sense of this policy the store manager interjected himself to tell me that he was simply not going to let me put the bags of dirt into my own car.The manager first claimed this was a service they provide, when I said I don't want that service, I want to load the dirt into my car myself. The manager then pivoted from this being a "service" they were providing and informed me that they will not permit me to load my own purchase into my vehicle because it is an "inventory control issue" which is a polite way for this person to tell me that they think I am going to steal from them.Frankly, I don't like being told I am a potential thief. The store had my name and phone number from my Ace Membership and I had used a credit card with my same name. I am especially baffled by the store telling me that I can't be trusted to load the bags of dirt into my own car given that the bags of dirt sit unattended in their parking lot overnight. If I was inclined to steal bags of dirt, I probably wouldn't be inside the store asking to buy 10 at a time in the middle of the day.Further, I don't want someone else loading the bags into my car, I want to be able to make sure the bags are stacked myself and not torn or leaking water as they'd been out in the rain. It hardly seemed like an unreasonable ask to be able to load my purchases into my own vehicle. Next time I'll just get top soil from Lowes
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March 2024 by Min M
Greeted at door - everyone personable and so helpful.
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March 2024 by Maria Magner
Hardware for my cribs got lost in a move but Ian and Kaleb came to the rescue. Spending time until they got everything I needed. Personalized service that you wouldn't get at a big box store. I'll definitely be coming back and telling people about this store and the awesome employees!
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January 2024 by Kaylee Shelton
Great help, great people, friendly environment. They have just about everything you may need!
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December 2023 by J B
Shout to to Andrew, Luke, and the staff at Ace Hardware here. They were nice and helpful. Definitely will be coming back here for all my hardware needs.
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December 2023 by Dmitry Y
Overall, we had a positive experience with this store, except one aspect: trying to return an item which was purchased 3 days ago in at another out-of-state Ace Hardware store. The item was unopened and we presented the receipt, which stated ACE return policy of 30 days.Andrew Zamzow, the store manager, stated that he does not accept returns from any non-local ACE stores, as the West Des Moines store which he manages is independently owned. When we asked if there is a policy posted in his store about it, he said this is internal rule and "his store's wall is not large enough to post it".Being a managerial employee he should be aware that any policy impacting customer interactions with the business should be made publicly available in the store in order to be enforceable. Otherwise the store is out of compliance with the corporate franchise rules (which clearly state 30 days return with receipt), and the store could be penalized for failing to follow them. Not to mention that it is not the best customer service approach.
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October 2023 by Nikki Beechum
My sliding glass screen was thrown out without a call. They said they throw out products after 30 days but failed to communicate that to us. Andrew was rude and short with us. Very disappointed with this stores customer service.
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October 2023 by Jim Becker
Amazing customer service and selection of tools, materials, paint. If they don’t have it, they will get it for you!
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June 2023 by Lane & Jen Morecraft
Helpful and friendly workers but let’s be real, Nile the shop cat won me over. 11/10
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June 2023 by Cami Brocka
We went to purchase a grill. Hunter was very kind, knowledgeable, easy to talk to and helpful from the beginning, to checking us out, to loading it into our car.
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June 2023 by Customer Service Pinnacle Pool and Spa Care
Andrew was extremely rude. I came to purchase a weed eater replacement head. The product was listed online as in stock. I could not find the product. I was purchasing it at the direction of my employer. My employer wanted this specific model. Andrew was short, rude and incorrect. He insisted that Aces online inventory was wrong. He said that in-stock at west des moines meant online. He suggested that if the website said was available at another store that would also be incorrect. He would not help me and walked away. The product turned out to be in stock. It was on an end cap display as opposed to in the aisles. I was informed by other employees that he was having a bad day. Frankly I am very disappointed. The store was messy and Andrew was storming around the store glaring at customer's. It was very frustrating.
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March 2023 by TJ M.
I am so glad we have a small hardware store in West Des Moines. Everyone is so friendly and helpful. They carry items other stores don't. And it is neat as a pin. The owner, manager and staff deserve kudos for providing a great service to our community.
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November 2022 by Nate McG
Went in to get a nicked cord repaired on a lamp since they offer household electronics repair. Was told they weren't sure if they could do it and it would be a 5 week wait at least. I understand first come first serve but this is a 10 minute project, at the very least they should have directed me to a repair kit to do it myself but they just didn't want to do it.
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November 2022 by Charles Bischof
It's a small store but the staff is very friendly and can locate anything in the store. We have an Ace Rewards card and get credit for all the purchases we make at any Ace Hardware's store.
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October 2022 by Adam Petersen
Customer service is non existent. “Manager” is very rude. Customer service skills have gone down the drain.