Highlands Ace Hardware

This rating is with regard to a specific experience I had at this location.
Took a sliding door to Ace to have a screen replaced with a more durable pet screen back in July. Picked up the door in late July and the screen came off within the first couple days after my small dog barely touched it. Took it back and it was fixed with a larger screen spline as they indicated the one used was not large enough. Got it home and it was coming off again within a week to 10 days. Have now taken it back at least 4 times and it has yet to last more than one week when they fix it.
Picked it up last Sunday and was told by one of the employees that they would charge me if I brought it back again. Can’t figure out why I should be paying for their incompetence. Had a screen replaced the Ace Hardware in Littleton and never had any problems and they used a better quality screen as well. Was not very happy with the employee and told him that it was a bunch of crap that I should pay for their inability to do their job.
In the future I will get my screens replaced elsewhere even though it will be an inconvenience.

Came into this location a year and a half ago to look for sockets, which they have a poor selection of. This location has a poor selection of several things I go looking for, such a respirators, tools. Etc. But it’s only a mile from home so it’s worth checking before hitting up a real store like home depot or the auto parts store. Not only do they have a poor selection the stuff they sell has a crazy high mark up probably because it’s in highlands ranch. Anyways. They didn’t have what I needed but the staff was super friendly and waking me through the store and helping me look for what I need. …I notice they are selling my favorite energy drink, bawls guarana. By this time they are directing me to a kiosk by the entrance and essentially beg me to answer a questionnaire on the kiosk about their customer service they told me they needed to reach a certain score and they wanted me to basically give them five stars on everything. So I did. And I regret it.
I ask if I can order a case of the energy drink. the two associates who were kissing up are clueless so they say oh we could ask the Manager who was in earshot counting money, but seemed apprehensive about it, and said they could ask the cashier instead because the manger was probably busy. I’m noticing the cashier they want help from has a line of customers waiting to get rung Up. the manger who could hear us asks the associate what he needed without even looking up from thre cash register, he sheepishly asks him about what I needed. The manager half jokingly states that he is really busy then engages me. He writes. Me up a special order. And gives me ten percent off when I asked if it was going to be any cheaper by ordering a whole case.
Long story short they get a case a year and a half and a different manager later. Of the wrong flavor!
They gave me the runaround, One sorry excuse or Outright lie after another. Pathetic…

I have been a loyal customer for many years but I will never return to his location again.
The general manager is the rudest person I have ever met in my life…
I went in to ask him a simple question and his exact words were:
«I do not have time for you or your question you are wasting my time.» As he walked away…
Customer Service Score –10
In this case, ACE is NOT the place for the helpful hardware man.
It is the place of the extremely rude GM Man!!!

Love having a nice small friendly hardware store nearby.
We needed something specific, got in, and got out with no fuss.
My only complaint is the layout of the registers. If there’s a crowd it’s impossible to tell who’s in line, who’s waiting for someone in line, etc. Kind of a mess.
Otherwise, great new store, very nice and clean.
Oh and POPCORN

WORST GARDEN MANAGER EVER!!!
I bought a hanging basket for Mother’s day for my mom. I had to leave town for the weekend and gave it to my brother-​in-​law to bring to my mom on Mother’s day. When he brought it home he sat it down and the bottom of the plastic bottom cracked and broke, no allowing any water to remain in the basket. Not wanting to kill the plant, he called me asking me what I should do. I explained to him that I bought it at that ACE and unfortunately had the receipt on me and asked him to exchange it so he could give it to my mother on Mother’s day. He tried to return it on Saturday before Mother’s day and when he went up to the counter, he explained to me that the clerk was rude to him first and blamed him for breaking it. He explained why he didn’t have the receipt and got the manager to come over and he said the manager was just as rude. They blamed him for breaking the pot and accused him of not buying the plant there. He left upset, and returned the plant to me.
I went in a few days later and exchanged the plant. I spoke to the same manager — got the same service. I explained to her what happened in a very calm tone and she gave me attitude. She told me that she said two things to my brother-​in-​law and he stormed off in a rage. She sat there and told me that he came in on a very busy day as if it were his fault that he needed help on a busy day.
She was extremely rude to me and boyfriend, never apologized and blamed my brother-​in-​law for everything.
I came in expecting a very different outcome as I have always been greeted from very kind people at the store as we visit there at least once a week. I came in expecting nothing less than an apology but the garden manager (short, older, glasses) clearly wanted nothing less to tell me I was at fault. I will NEVER shop at this ACE again. I will drive the extra 10 minutes to Home Depot or Lowes!