Weathers Ace Hardware of Madison

"Dee, Noah, and Jack were so kind, professional, and went above and beyond for me. They make a great team and solved my problem without hesitation. I will be returning as a loyal customer because of their excellent service!"

"Went to return a Dremel tool that I purchased late July. It only worked 1 time. When I went to use it in October for the second time it would not run. Tried to return today with copy of bank transaction and the debit card that it was purchased on and they said they had a 30 day return policy y. Sorry we can't help. They seem to be more interested in me being a Ace member as that would have made a difference. When I told the Manager that I bought it there because they were a local company she rolled her eyes. I know I could have bought and taken back to Lowe's and they would have taken care of it. Disappointing when you try to buy from locally owned companies. I have spent a lot of money at this store but need better customer service .than this this company priv"

"I’ve never been to an Ace Hardware throughout the US that I haven’t been approached by at least one employee, if not several ….I couldn’t even find one employee….except the cashier, George and he was not any help at all. They have limited stock so I couldn’t find what I needed. Otherwise, a neat and tidy store. Unfortunately this Ace will certainly not be my first stop when looking for hardware."

"You want a vehicle key or remote programmed, see David Sockwell at Ace Hardware on Hughes Road. I had just bought a 2008 Lexus RX but it only had one key. David programmed a new key, without wasting any time. He is quiet, professional and gets right to it. Highly recommend him and his work. I have never had a bad experience at this store."

"Purchased 2 garden sprinkler/soaker hoses, and an Ace 2 zone digital timer. Needed two of the one zone digital timers. So upon returning the two zone timer for two of the one zone timers, with RECEIPT in hand, I informed them that one of the garden hoses was missing the plastic end cap. A sales person told me he thought I had to return it for an exchange. He wasn't quite sure if he could give me the plastic cap from another hose so he asked another sales person, whom said she was a one of the managers, and stated he thought it needed to be returned. This store manager wasn't sure either if they could replace the cap from another hose and place that hose in defective. I was told I needed to go home and get the new hose to return. I told them that didn't make sense. She tried to find hose end caps to sell me. She then wanted to sell me a package of hose end caps for 10% off. I asked again if they were going to place a brand new hose in defects, why couldn't they give me the cap off of the one in the store and place that one in defect. So the "manager" went to ask another manager, Amy. After telling her the situation and that she thought I needed to return it, Amy approached me and agreed with the "store manager" it needed to be returned, and exchanged for another plastic cap. Again, I told them that didn't make sense and if I had to drive 10 miles (one way) home to get that hose , I was returning everything I purchased. Amy, disposition was like "oh well!" I placed the two didgtal timers I was about to purchase back on the shelf and got the refund for the two zone digital timer. The store clerk was very polite. I drove home and returned to the store with the two garden sprinkler hoses. After getting the refund, I asked the "store manager" to speak with the actual store manager. Once Sheena came out and I explained to her the problem I experienced, showed her the items on the shelf I was referring to, and she without hesitation, immediately said, "yes, you have to return the hose to the store and that's our policy. We'll have to return it and they would want to know what's wrong with it." I explained to her that just like they're going to send the other one back because of the missing end cap, the same can be done with the one on the shelf after they removed the end cap. I told her they should review that policy, and that the store lost out on money because of a $1 or $2 dollar hose end cap because they refused to just replace the cap without me having to drive home, bring back a new hose that had been unrolled and layed out in position, and still had water inside. She replied, "you didn't have to roll it back up you could have just brought it in unrolled." I noticed they were feeding off what the other person said without either making sensible intelligent decision. Taking our business elsewhere. Very disappointed in this store policy, and their managers' problem solving abilities."