Apalachee Ace Hardware

Dan Manfred

Solid, expensive but solid

Robert Banach

With help I found what I was looking for... Well-stocked, friendly service...

Jeremy Anderson

Normally our experience with ACE has been fine. This day, however, turned us off completely. Our dog has just died that morning so we (my wife and I) went to ACS Hardware to purchase a shovel. Upon checking out, their systems went down just after they ran our debit card, so no receipt was printed. When the system came back online, the attendant attempted to look for the transaction but did not see it in their system, concluding that the transaction must not have gone through. At the same, I decided to check my online banking app and saw that the purchase from ACE was pending. I informed them that I had indeed been charged for the shovel and that if we run the transaction again, I will be charged double. The attendant helping us consulted with another employee named Reno. Reno said that if they ran the transaction again the bank would probably cancel the first transaction after a few days. I didn’t think that would happen, but whatever, the shovel didn’t cost that much so I didn’t want to make a big deal out of it. We then completed a second transaction and this time everything went as intended. I agreed to return to the store for a refund later if the first transaction is canceled By this time, I already felt a little uneasy about the situation, because Reno’s customer service was less than friendly and I could feel as if he thought we were being difficult because we were concerned about getting double charged. My wife and I then proceeded to leave the store but still thought about the situation. If we come back to get a refund, we’re not going to have anything to corroborate our story. If Reno or the attendant isn’t there when we came back, no one would probably believe us. We went back in to ask Reno to please write a statement about what had occurred, so in the event, he’s not there someone would know what happened. Reno, then refused to help us, telling us he was busy with other customers, even though the system had gone down again and they were waiting for it to come back online. He said he would not write a statement. My wife then turned on her phone video camera, asking if he would give a statement by video since he did not want to write a statement. He then proceeded to block his face, telling us that he didn’t consent to be video recorded. Mind you, he gets recorded every day, when he comes to work. When other customers tried to intervene saying that we were just worried that not having a receipt for the first transaction would cause problems when we came back, he lied and said we had a receipt. Things started to escalate, but another employee intervened, (a manager I think). He asked for our receipt and wrote a brief statement on the back explaining what happened; problem solved. Why was that so hard…? We ended up getting charged twice and had to go back and get a refund. Luckily, we had the written statement, because neither of those people was there at the time and the attendant helping us was very confused. We ended up getting our money back for the first shovel, but the experience left us not wanting to go back to ACE. In case this is disputed, we have the footage.

Lane Caruthers

Very friendly helpful staff. Always attentive.