No problem.
The fact that they're horribly unorganized 1/10
"No we only have one (1)"
"Thank you"
The variety of goods 7/10
They really try hard at service, in fact they delivered my Weber grill for Father's day. Nice assortment of rental items too.
The cost of said goods 4/10
If you're going to waste my time over a 3 day weekend, tell me in advance.
"Yes, is the power washer available?"
They're stuck in an era of no computers. They're not digital at all... everything is on paper and clearly discombobulated. Here's just one example:
Big Store with a wide selection of supplies. Employees are helpful for finding things.
If you need some obscure hardware this is the place to get it. Need screws for a gun? They have it. Need a metric bolt with a specific pitch in stainless? They have it. Need hardened studs for an exhaust manifold? They have it. However most items are overpriced. In addition the store tends to be dirty, and piles of surplus items and store debris fill the center aisle and much of the store.
"Oh are you Eric?"
After talking to some of my neighbors ( I live in the area ), I have come to learn that Ace is significantly over priced on everything. Paired with the inability to be an organized business, I will not be shopping there ever again. I've already spent over 1000$ on materials, yard supply, garden supply, etc... elsewhere.
"They were supposed to call you if it is, let me check for you"
Slightly confused, I said "Ok, that's fine. When will one of them become available next?" I was told "Tomorrow at 9 AM, and I'll put it down right here (this is when a 2 inch stack of papers called a calendar, that has the dates manually written into it, is pulled out)". I let the nice boy know that my name is Eric and here is my number, please call me as soon as it's available.
"Oh man, I'm so sorry. It'll be back here at noon"
At this point, my entire weekend plan of power washing the paint off my deck so I could start building my pergola and then begin staining it were canceled. As I work full time (like many of you) and I have a 10 month old son... I do not get 3 day weekends very often.
I don't know the operational model of this store, or how ownership effects it - compared to other Ace stores... but it's quite a mess.
10 minutes later a new voice comes on the line
Good hardware store with mostly helpful people at it. Sometimes i feel like I am bothering them when I ask for help, but the staff is generally knowledgeable. Sales on softener salts are always appreciated and now they are offering quantity discounts as well. I would give 4 or 5 stars if returning something there wasn't so difficult. If I make a return at Menards, it's as quick as a couple of laser scans. Menards even makes it super easy to get something that needs replacing under their warranty terms. This Ace store uses a very antiquated paper system and it seems like I face a Spanish inquiry in the process. IMO, to DIY you have to have a flexible return policy because sometimes it takes a trip or two to the hardware store as you experience trial and error
A simple phone call to inquire about a power washer. I was told that of the total two (2) that they have to offer, only one (1) was available. I asked "do I need to give you my name, to reserve this?" The nice young man on the other end of line assured me that I do not. Approximately 15 minutes later, I enter the store and pick up a few things and make my way over to the rental area. "I'm so sorry, as soon as I hung up with you someone else rented the power washer".
"What do you mean noon? I was told that of the two (2) that you guys rent, one (1) of them was going to be free at 9 AM?"
Thanks Ace, thanks for not joining the rest of us in 2016 and buying computers. Or at least some free software that can help schedule your rentals...
The people and friendliness there 10/10
The next day: 9 AM, no call. 10 AM, no call. 11 AM. I call.
Ozaukee Ace Hardware is a US Hardware Store based in Grafton, Wisconsin. Ozaukee Ace Hardware is located at 1818 Wisconsin Ave, Grafton, WI 53024, USA.
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