Talk about going above and beyond for customer service! I had excitedly bought a new lawn mower ($185) after purchasing my first home and could not be bothered to read the instruction manual (since I'm a guy) before playing with my new toy. All went great for about 2 minutes, it was cutting grass like a charm, when all of a sudden the engine started sputtering. Then the recoil rope wouldn't budge any longer. Panicked and slightly upset, I quickly took it back to ACE for the manager and staff to look at. In a few minutes, they diagnosed the problem right away. My moronic self forgot to add the motor oil that came with the mower and now the engine had seized.
“You’ll need this file for the cuts on the metal, so it’s safe”
First of all, I’m never going to Home Depot again.
I have been to this location more than once over the past several years. This morning, I went in looking for a replacement piece for a sliding chain door lock. Unfortunately, this part is not sold individually, and I am not able to replace the entire assembly because the property is a rental. One employee saw me looking at alternative Solutions, and stopped his opening routine to help me. He was able to find a wonderful solution that cost me only a dollar and some change, saving me several dollars and several hours of headache. He was friendly and a lovely conversationalist to boot! I would rather pay a few cents more to experience the customer service at this store van save a few cents and go to one of the less personal, larger chain stores in the area.
We pay a premium to Ace hardware to actually get help. Not be treated like idiots. Glad there's another, friendlier, Ace location on Colorado Blvd.
And on and on, through using PVC pipe, instead of a dowel, helping to create a steady surface, how to cut the metal so we could wrap it around the computer for safety, how to cut holes in the sides so I could access the ports in my computer, how to mount the thing to the crate it all goes in, how to make the PVC collapsable with joints and sanding one end of the pipe,what kind of bolts to use so that the bass vibrations of the stage wouldn’t rattle anything lose. I honestly could not have realized my goal without his help. He basically built the thing for me. Which is, I think we’d all agree, well beyond his duty. And speaking of his duty, he also dealt with a bevy of other customers and an online returns issue that arose (wrong colors, nothing bad) all during the two hours he spent helping me.
“I need a dowel and a ladder rack.”
I had some ideas of my own, but I am so thankful that I ran into James, who took an interest in the project and helped me to conceptualize its construction. I choose my words carefully, because not only was he friendly upon greeting, but he, an employee of the store, actually took an interest in helping me realize my crazy scheme. I’ve never experienced anything close to this level of service, especially at a chain.
Anyway I hope they won't get into trouble for this since this was not in their job description to help repair...but the guys felt really bad that I had literally just purchased it and were doing all they can to help me fix it. My hats off to you gentlemen for the attention to my predicament and giving me a crash course on basic engine troubleshooting/repairs. I don't think I would've gotten this kind of service, dedication, and expertise at a HD or Lowe's. Thanks so much for being there and I know I will always go back for future purchases because I can count on them to come through. And James, hope you finally got to eat your cold pizza... :)
While I was checking out, James ran up beside me and handed me something. He must have run from the back of the store where I’d left him.
What an excellent experience, I will forever go to Ace on Holly and Florida for any and all hardware needs, basic to crazy. I know that I will always get whatever I came for quickly, but also, help in figuring out what it is I didn’t know I did need.
“You need it to hold a laptop? Come this way, let’s look at some sheet steel.”
“Okay let me show you to ladder racks.”
These guys are the best. They always are knowledgeable and when I have a problem they do everything they can to solve the problem quickly and easily and without trying to upsell me on something I don’t need. I have to say, that of everyone working there, James has really impressed me with his customer service and knowledge.
“I need something to hold a laptop, since they don’t sell musician’s laptop stand tall enough for my needs.”
“We don’t have anything like that, but let me ask, what are you using it for?”
Right out in the front parking lot, James the manager (on his lunch break!) and his staff quickly tried to fix it, first by trying to loosen the ?motor by striking at it, and when that didn't budge I was sent to buy some anti-seize. I had voided the warranty by not adding motor oil so repairs would've been costly ($400), but the ACE staff were not giving up yet. After meeting them out by the back dock, James got down and dirty and loosened the main part with antiseize and voila, got the entire mower to work again. Spectacular job!
It seems to have changed ownership within the last year or two. Ever since then there's been an extremely rude guy who seems to manage the place. I don't mind that much but after my wife reported to me that she was treated rudely by another one of their female associates they won't be getting any more of our money.
I’m always greeted with excellent service at Ace and friendly associates who swiftly direct my inquiries, but my experience today with the manager of the Ace at Holly and Evans, James, galvanized me write a review; which I rarely take the time for.
“Mmm, I need something with a flat bottom.”
We're officially done with this Ace location.
To top it all off, he stayed to help me complete the project for 15 minutes after close, without even hinting that I was inconveniencing him, or that the store was closing. And he was happy the whole time! At this point, I’d like to give an ancillary shout-out to Roz, who helped James make some cuts in the back, as well as the clerk and other employees, who showed no sign whatsoever of being upset with me that they weren’t able to leave home yet.
I went in looking for a bunch of strange items to build part of a laptop stand I am building for my drummer’s live rig, so we can put our mixers and laptop all in one place.
Cherry Creek Ace Hardware is a US Hardware Store based in Denver, Colorado. Cherry Creek Ace Hardware is located at 1417 S Holly St, Denver, CO 80222, USA.
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