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October 2024 by Zay Tay
They told me that I could return my chainsaw within 30 days of having it if something was wrong with it, it got jammed the first time using it and now they won’t let me bring it back to get a refund or trade
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October 2024 by Shawn Taylor
Bought a chain saw and they said all they have is the one on the floor because it’s a small store and that if anything was wrong with it I can return it haha well it’s broke tried to use once no dice brought my receipt back and the manages told me to contact the manufacturer hahaha yea right what a joke!!!
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July 2024 by Michael
I am extremely disappointed by my experience with Ace Hardware in Twin Lake. I purchased a chainsaw on a Tuesday after I lost 21 trees on my property to a big storm. The chainsaw ran for me for about 5 hours, then would not start again. I called Ace. The manager told me it was my problem, that they have a policy of not exchanging or refunding power tools, and she referred me to another Ace that does chainsaw repairs. That other Ace was excellent, very friendly, and helpful. Their main technician took apart my saw and informed me that there was a bad part. He told me that I should take it back to Ace in Twin Lake, and that if I had bought it at his Ace he would of course work with me because it had broken so soon. I went back to Ace in Twin Lake, the manager was "not here, on a break", and I was told she would be back in 20 minutes and then would be there the rest of the day. I returned a couple of hours later and once again the manager was "not here, on a break" and would be back later. I left my number, and received a call back from the manager hours later. She told me they were sticking with their policy, I could not speak to an owner, they would not reconsider. I pleaded my case and she hung up on me. Later she called to give me a number for "the manufacturer", but it was a store in Ravenna that has no idea why she would send me their way. I understand a no-return policy with a power tool. But I do not understand or accept not supporting your customer when the product you sold them was defective, and that defect was confirmed by a professional, and it all occurred just a day after it was purchased. This is the closest Ace to me, but I will drive right by it to go to their competitor for life.
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July 2024 by Rogers
Great bunch of people that care about their customers! That is BIG!
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July 2024 by Joseph Marsh
Worst hardware store around. Doesn’t take returns on unopened power tools, but didn't put it on the receipt or say that when originally purchasing. Plenty of better options in the area. One star, is one to many.
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May 2024 by Sarah
The associate (I cant remember her name, young, brunette, may 20th around noon) was so kind and helpful and answered all our questions.
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March 2024 by Tim Adams
The staff was very friendly and helpful, however, they do seem to close earlier than the hours of operations say. This has happened to me two times in the last couple weeks now. I hope this does not continue.
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December 2023 by James Wilcox
Very helpful
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November 2023 by Miss Deborah H, MI
Prices are a bit high but the convenience is worth paying a little more. I saw in another post that staff was fired well the manager was in store last time I went n he was super nice and if the people got fired it was probably warranted. Seriously the kid behind counter was acting lazy as heck when I went , no initiative to go above standing there so if I they were like him I don't blame the manager.
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September 2023 by Nathen Wheeler
Very friendly staff. Have pretty decent knowledge of things they have in store ( and online).
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September 2023 by Michelle Renee
They where very welcoming and helped me find exactly what I needed!
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September 2023 by Alex Dickerson
Great place for hardware! Super friendly and helpful staff
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September 2023 by Frank Klootwyk
Nice helpful staff. Very clean and organized.Prices are a little higher than some Mom and Pops places. But not ridiculous. I like the store alot.
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September 2023 by Tory Lynn Boxer
We have amazing customers also! Never complain! Love our Twin Laker's and locals who stop in to see us!!
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September 2023 by Logan Six
Unimpressed with management. Asked to speak to a manager several times due to my concern over their parking lot. I do concrete work and am actually very concerned at the state of their parking lot. I’m not looking to do the job myself but wanted to let them know it is in dire need of having a drain installed or the drain unplugged. I’ve left my number and have asked to talk to a manger several times (including today) and have still yet to talk to one.
