Crown Ace Hardware

Where do I begin. I used to love this store, now I only come on emergencies. One day I sent my wife to the store to get me a soldering iron. Mine was lent out to that friend that never returns it and I needed one right away. I was extremely busy and explained to her what to get. Hard to get the wrong one. These are locked behind glass and she had to find an employee to open it, big read head guy came over and ‘helped’. He asked her what its for and she explained the best she could then asked him what he recommended. He then shut the glass and told her he would not sell her the item because she did not know how to use it. She tried to explain the urgency and that I’m a mechanical engineer that knows how to use it. He refused to sell. Its a soldering iron!!! What harm can she possibly do, even if she used it instead of me? (I’ve taught her since then and she’s quite good I might add) She was also by another guy and he asked him if he knew how to use it, He refused to reply, probably because he didn’t know how to use it himself and walked away. I had to stop mid job and go back before they closed to get the soldering iron. I put a formal complaint in and was told the owners took these types of things very serious, they took my information down and I thought wow, awesome, a place that cares. I was wrong because I never heard back again. Side note to Ace: I like to perform all of my own home improvements, etc… and sad to say but unless its small I’ll be going elsewhere.

This isn’t some giant warehouse DIY store stocked with limited source brands aka Lowes or Home Depot. There’s pretty much every replacement part across many brands, ever conceivable screw, nut or bolt — including metric sizes — as well as plumbing parts, hardware and a great selection of tools.
My only gripe is that some of the staff aren’t as knowledgeable as Sean so you can end up just finding it yourself but honestly there’s a lot of knowledge in everyone’s head so I’m never afraid to ask.
Impressed by the paint section– quality and cost is far better than either of the big brands– and there’s a whole yard full of building materials for the bigger projects.
The loyalty program is worth joining as we’ve saved over $ 100 this year. Prices are a little higher than the big box but I don’t have to do the long drive, deal with ill informed staff or struggle to find essential parts.
Locally owned so use it.

One evening, I stopped in to the local store here in town. The employee who helped me was kind, courteous, and extremely helpful. His name is Joe. I was in need of a weed eater, and I had never purchased one before, I had no idea how to use it, and Joe took the time to put it together, and explain how to use it properly. The service that I received was above and beyond, and I really appreciate Joe. Again, Thank you Joe for your service.

I have frequented this store for years. My visit on the evening on October 6^th will be my last. I came in for a special drill bit and knowing that they have most small higher priced items locked up, I inquired about having an associate unlock the case for me. The lady at the front, grey hair, late fifties perhaps, said to me «I will get you someone there when we can, we’re too busy right now». Mind you, there was no customer in sight at the register or in the immediate area. Her response was in a body language and tone that I felt as though it was a major inconvenience for them to help me. I responded, however shocked by her comment and attitude, positively and proceeded to the tool section to await an associate. I was passed by an associate helping another customer, however rudely. I blew it off. The next associate I saw was an older gentleman, who seemed surprised to see me standing there like he had never seen a customer before, and asked if I needed help. I said that I needed a drill bit from the case and if he could get it for me. I selected the drill bit and headed to the register. I had another unfortunate encounter with the grey haired gal at the register. She was very rude once again and I was actually surprised that she asked me for my Ace Rewards Card. When the sale concluded, I thanked her and told her I appreciated all the help (what help?) and left.
I worked for Crown Ace many years ago and believed at the time that the company values were in top tier customer service. Not here. As I’ve seen from this location, I will probably guess that this location may not be open too much longer due to employees that dont seem to care about their customers. It’s too bad that I wasnt a Secret Shopper, this location would’ve scored SO low. I really hope that Crown Ace President, Mark Schulein reads this. Mark, I’d advise that you please take this issue in consideration and you might want to have «a little talk» with that rude grey haired cashier that could use some retraining in customer service.

I am thrilled to say that my experience with the local Ace Hardware was as good as the one back home in La Jolla Ca. I have been in many times and have been welcomed and they facilitated every need with swift and informative style. They are no nonsense project managers. But their unique personality beams right threw.
I had no problem exchanging the remaining items I did not use. And I recommend this group of competent people completely. Check your Unilocal offerings too as it was effective in getting me a free ceiling air conditioning filter! That was just what I needed too. No questions asked… normally $ 7.00!
It is so appreciated to have these local support teams on our side when it comes to household repairs, and a kind down home attitude as well. Thanks for your consistent help in my never ending home repair journey.

Always willing to help and super friendly staff. Thanks Ace! Sean D was very helpful and nice.

One of the things I like about this store is that they try to stock the things the houses in this area need, like circuit breakers and fuses. I agree with a lot of the reviews that help is hard to find, especially knowledgeable help. I asked for help the other day finding a particular part I needed and was told it would be in a certain isle. I went to the directed isle but could not find the part. I finally found what I was looking for at the other end of the store. I will say, however, the cashiers, especially the cashiers at the back of the store, are very friendly and helpful. The people working out in the yard are also very friendly and helpful. I have never had any problem returning an item to this store and when we painted our house, we purchased so much custom mixed paint, the manager gave me a nice discount. The paint turned out perfect.

We buy all of our hardware needs here. We support local business and Allie offers amazing customer service. She also spoke with us about another great local business JoJo’s Grill A Dog.

Sean D! Thanks for the awesome service. I will be back for more exceptional experiences at Crown Ace Hardware.

Pretty disappointed — This is my 3^rd visit… Almost useless help — When asking for bolts and nuts, the guy pretty much just points and grunts… I got home with only 2 of the 3 cans of paint I asked for. The 3^rd simply disappeared behind the counter and never made it to my bag… Not really wanting to return there…

Such nice people, and a pretty good selection. Went there for some nails, ended up with noodles, ladybugs, anchors, brackets, nails, and a shovel. Also got a discount on the shovel because the manager was an honest dude.

Ace is great! Everyone is so helpful and friendly. Sean and Jan helped me find a screw for a piece a furniture that had been stripped out. They both helped me for over 15 minutes and we’re both fantastic! I go to Ace because I know there will always be someone there to help me and super friendly too!

Outstanding customer service, Russell & Jerry are an asset to the company. Very knowledgeable & helpful, 4 stars

I want to update because the manager wrote me expressing their apology and providing a gift certificate for my trouble. That action on their part signifies to me that they are concerned and do care about how their customers think about the shopping experience and for that they have my appreciation and acknowledgement. And i do believe in giving credit where credit is due.

As I left this store recently, I found myself very grateful for it. I live only a few blocks away and don’t have to drive to Beaumont or Redlands hardware stores to complete the small projects that I undertake quite frequently. I come here knowing a few things: 1) I know that I will attempt to find the items myself for 5 minutes before I ask for help (Most of the time, I am offered assistance prior to the expiration of that time). 2) This is not a ‘high volume’ store, so I understand that having/​keeping a huge staff is not sustainable and I’m comfortable with that. 3) When I do get assistance, I anticipate that they will have what I need. 4) I know that I will pay a little higher retail here, but it saves the trip 12 miles in either direction to save a buck or two. My time is worth more to me than that. For a store with knowledgeable staff, the things you need and a good ‘mom and pop’ feel, Ace will get the job done. I hope my five-​star review offsets the negative reviews of others who are less understanding than I am.
(Update)Taylor and Allie were awesome during my last visit. They were super helpful and their customer service was through the roof. Thanks, ladies!

Ehhhhh if you don’t know what you are looking for or how to fix something the right way try and stay away from this place, all of the tools are locked up and never much help available

Moved to Yucaipa recently and have now been stopping at the Home Depot in Redlands on my way home from work. On my day off I had 3 home repair issues, 2 of which were about bolts that I needed advice on. Cool, I will go to my local Ace hardware. I have always received small town service at every other one I have been to.
WRONG !
I solved the 1^st problem alone. Then I wandered lost for 5 minutes, ladies if you see a guy like this in the feminine hygiene section, help him out. No offer of help… just a bunch of employees cracking jokes, one of which included a F BOMB. I gave up.
Went to pay for my item. Second in line. Now first. Employee on ladder asks for help taking down fly fans. Cashier leaves me standing. Returns. Asks if I want to join rewards club. Yeah right. Does not ask if I want a bag.
In the coming week, I will take my minor advice issues to the Redlands Home Depot’ Stay tuned.

** Iam editing my review, because after I complained the BBB, Ace has given me a full refund.
DO NOT purchase paint here. I tried to buy black paint here– I went home and the color was a navy blue/​grey. I went back to Ace and had the assistant manager Joe help me. He suggested adding a few squirts of black to my gallon of grey paint. The end result was still grey. I told him that I was not happy with the paint color, but he said there was nothing he could do about it. I then decided to just return the paint and get a refund. He would not refund me my $ 30 stating that my paint had now became a «custom color» and they do not refund on «custom colors». I asked him if he was a paint specialist and he said yes, I explained how adding a few squirts of black to this light navy blue/​grey would not work. He became defensive… and re-​iterated there was nothing he could do about it. I told him I would never shop here again-​even though I’am completely remodeling my home, I also told him I would be putting in a complaint to the BBB, he still did not care to help me nor act like he even cared.
*All I can do is warn others not to waste money and time buying paint here.

This store is awfully handy when you need something obscure. They have always come through with bolts, nuts, and odd-​shaped screws. Much more convenient than driving out to HD or Lowe’s.
This is the crux of my complaint: customer service here sucks. Now, I understand that you don’t go to a hardware store to feel all fuzzy inside. But dealing with employees who obviously don’t care about helping you can get irritating. A cashier was busy texting someone than ringing me up. I waited for about a minute for her to finish her conversation. I just think the store should do something to boost the morale of their (younger) crew. It would go a long way.

WHERES THE HELP? I like to support our local mom & pop stores whenever I can & have shopped at my local Ace Hardware for the last 7 years & have had nothing but good experiences up until this last year! Now when I go in its hard to find someone to wait on you & they all seem to have BAD ATTITUDES like Me The Customer is bothering them! Forget asking about Product Information because all I seem to get is I DON’T KNOW! Whatever happened to Let Me Find Somebody That Does & SERVICE WITH A SMILE! I may as well take my business to the bigger chain, ah I don’t no! The way I see it is people should be HAPPY to have a job in this economy!