Ace Hardware at Northgate

Tz Vo 10 months ago

Worst experience. We brought in an aftermarket Toyota key fob to Ace Hardware at Northgate, believing they had the equipment to cut and program it. We understood they might not be able to do the programming but expected they could still cut the key. We signed a waiver and paid $70 in advance. It took the guy 5 to 10 minutes to cut. After the cut, he took us outside and tried the key and it didn't work. We then left. Only after getting home and examining the key did it become clear how flawed the key was cut. It looks like the key was cut close enough on one side but the other side was way off. Overall one side of the key was cut a little closer to the tip but the other side is much further away. One can reasonably assume this was due to human error. The manager ignored us after we sent an email over our concern. While on the phone the next day, the manager shouted out that we bought a key fob from "Amazon" and he did not want any business from us. This seems to be a strange comment when the business is based upon DIY. There was no chance to even reply before he hung up. You can see how poorly the key was cut from the pictures. The manager faulted us on the key we brought in rather than how the cut was visibly problematic. Instead of looking into the problem, he made his conclusion that he wouldn't deal with us. They have the equipment but they don't have self-awareness to let you know they can't do the job. Multiple email threats for lawsuit to silence this review from the owner apparently doesn't help the situation either.

Jenny Lydiatt 2 months ago

I had a great experience at my local Ace Hardware and wanted to specifically recognize Stephen for outstanding customer service. I went in looking for gardening supplies, and although the store didn’t have exactly what I needed, Stephen went out of his way to walk me through alternative options and helped me find products that worked just as well. He was knowledgeable, patient, and genuinely kind throughout the entire interaction. What really stood out was how positively he spoke about working at Ace—you can tell he takes pride in his job and truly cares about helping customers. Employees like Stephen make a big difference. Management should know they have a great person on their team!

Clark Kent 2 months ago

Very hit or miss on how the experience will be at this store. The more "seasoned" employees especially those running the paint section won't give anyone under the age of 30 the time of day, but the young cashiers are always friendly helpful and upbeat. I've gone in several times wandering up and down the same aisle for over 20 min in plain sight of many employees and never asked if I needed assistance. Other times I'm asked if I'm finding everything ok within 2 min of searching. Essentially a roll of the dice as to whether it's going to be a fantastic or terribly wastful experience.

Jimmy Rodrigeuz 4 months ago

Matt is extremely helpful, very knowledgeable and goes beyond customer service. If your stihl products need some maintenance, he will get you squared away. He can even sharpen your chainsaw chains very quickly for a super fair price.

William Smith 4 months ago

Of the local hardware stores they're lowest on my list. Some of the staff is exceptional! (one or two guys in the Stihl area) but in general they can be unhelpful when you're looking for specific items or have general questions. It feels like the team culture might start at the top as the owner(Darek) of this location is also slow to respond or completely unresponsive. Hope they can focus on the customer experience a little more to move up my list. Also their website and overall experience on the digital side has bugs etc.