I'm quite disappointed in Pioneer Ace Hardware. I've always received friendly and helpful service from the staff there. This time, however, such was not the case. I've emailed Ace customer service several times and they just keep saying my complaint has been forwarded to the store. I've heard nothing from anyone at Pioneer Ace. So... here's my negative review: At just before 12:45pm on Friday, July 22, 2022, I went in the store at San Mateo and Lomas in Albuquerque, NM. I need brad nails for an old Sears Craftsman electric brad nailer. I found none in the ailes of the tool section. I asked the cashier for help and he said he'd call someone. A minute later, he came over to help but said he thought I just needed a cabinet unlocked. He left and called someone else. Colleen arrived a couple of minutes later. I was looking at masks as I waited and she walked past me toward tools. She didn't have clothing or a name tag that identified her as an employee and I wasn't certain that she was. I turned and followed her, she turned and said with a distinctly surly note, "Oh, it's you?" I said it was and she said, "What is it you want?" Both her tone and demeanor made it clear that she was quite put out by having to help me with anything whatsoever. I was shocked. I said, "Wow! Forget it!" and turned to walk out of the store. Then I decided I wanted her name. I turned and walked back to her. That would have been a perfect opportunity for her to say, "Gosh, I'm sorry I snapped at you. I've had a horrible day." She said no such thing. I asked her name and she mumbled something. I said, "I'm sorry?" and she said, "Colleen". I said thank you and left the store. I've been in this particular Ace Hardware a dozen times or more since it opened. Every employee I've ever dealt with treated me with respect and helpfulness. Until today.

Pioneer Ace Hardware is my neighborhood's hidden gem for all things home improvement and hardware. This local store combines the charm of a community shop with the comprehensive inventory of a big-box retailer. What I love most about Pioneer Ace Hardware is the personalized service. The staff here goes above and beyond to assist customers, offering expert advice and ensuring you find exactly what you need for your project, no matter how big or small. The store's organization is excellent, making it easy to locate items, and they always have the essentials in stock. Plus, they often surprise you with unique and useful items you didn't even know you needed. One standout feature is their commitment to supporting local causes and events. Pioneer Ace Hardware is not just a store; it's a vital part of the community. If you're looking for a hardware store that combines convenience, expert assistance, and a friendly atmosphere, Pioneer Ace Hardware is the place to go. It's a true asset to our neighborhood! ️

This place is a joke. I went in and there is a maze you have to go through just to exit the store forcing you to wait in line in zig zag maze. I wanted a antivibe buffer for my 200t. I had to repeat myself 7 times to some long hair stoner that told me this was over his head, then came along some kid with his pants sagged and no confidence in his walk. And told me he was not familiar with saws and power tools. Why the he'll would you work at hardwear store in the power section wearing a sthil lanyard and no a thing about saws. I told him that the part is behind him and he told me he is not sthil tech and is not authorized to give me any products or look up any products and that the good techs are home for the day...why send your sthil techs home after work hours when the people are off work and need services. There is no work ethic or pride at this store and would recommend hiring qualified people for the positions for all shifts to ensure customer service and knowledgeable resources for the customers.

This place is horrible very prejudice don't know if it was our brown skin or our tattoos the way we dressed but as soon as we walked in all staff members apparently had nothing to do but follow us around the store and accuse us of stealing we our hard workers will jobs 4 cars own our house and with several bank accounts to purchase what we need and want to be treated like a criminal as soon as we walked in the store was ridiculous made us feel uncomfortable from the start I've seen a few reviews on here that true value is a better place and that is correct I went there and it was a great experience Ace won't last much longer with there lack of products over priced in un wanted items and horrible staff But I want to say the cashier was a very nice young man and he deserves a better job if I knew who he was I would offer him a job at my company he was the only employee with brown skin there thanks for not being prejudice Mr. Cashier

Everytime you come to this store it is impossible to make it out without running into some grumpy old man employee. It's almost a running joke, everyone I talk to about it laughs in agreement as we share our bad experiences. It's one thing when it just a one time thing, but literally every experience ever at this store over the span of several years has had the same outcome. Ill avoid going there for months on end, and then without fail when I give them another chance it's the same thing. They should run some kind of promotion where if you can make it out without getting a sour attitude from someone you win a gift card to true value across the street.

I love Ace! They actually have staff who are helpful. They often ask if you need help, but they aren't the used car lot feel/approach big box stores are taking nowadays. Ya know, the "what's it take to get you in solar panels today" or chasing you clear across the store begging you to have you water tested when you've kindly said "No thanks" several times. Thankfully Ace never does that. If you need help finding a certain __ their staff actually knows what you're talking about & will help you find it. We always come here first. It's always a very pleasant shopping experience.

The manager helped us locate and place a special order for a hard to find tool. He was genuinely invested in our quest and was super helpful in placing the special order. The product arrived in 2 days and we promptly got a call to let us know it arrived. When we came to pick it up, the manger greeted us and made sure we were pleased with the tool. This place has hometown manners in a big city which is hard to find anymore. We will be back, not just for special orders but for all the other little stuff we need for our home.

I wanted to give this store five stars for all the diligent work they did. Short story long, I thought I needed a key fob for my Chrysler. This place was recommended to me. We tried the key fob battery but to no avail, they went ahead and ordered me one. Brent kept me informed every step of the way. Fortunately for me, it was a recall issue, so the dealership replaced the parts plus issues me new fobs. I was able to get my money back with no issues. I would recommend this store to anyone.

I've worked with my hands full time for nearly 50 years. I know hardware better than most staff. Today in the store I needed the aid of a few foot-pounds of torque from a wrench for one second to compare a valve stem thread to get water back on for a medical provider. Nope. We'll sell you one, though. Capitalists will be capitalists. They can be neighbors, too. I've only spent $2,500 in that store since November. Guess I didn't rate high enough for some simple service.

I was in your store on January 20th and I want to give credit to the cashier Roberta for handling a very busy morning answering phone, ringing up customers and assisting in tools while Joshua was helping me with my needs. They did very well. It seemed like it was only the 2 running the store that morning. I give them 5 stars for their services. The store however could have used more staff on hand to help them out. Where is management during all of this.

Very poor customer service... when I first entered the store and asked for the location of an item i needed... the employee simply "grunted' at me... not a word was uttered... after waiting too long... i went and found it myself... no problem... None of the employees were at all interested in helping me... a new customer... Did find a couple of the items i needed... survived at least... NOT RECOMMENDED... Try Lowes...

We wandered in while waiting to get into the restaurant we planned to have lunch at. They were only accepting cash as their internet was down, though cards could be taken with a little delay. I was pleasantly surprised to see so many Traegar items, as we have had one for about 7 years. They also carry Carhardt merchandise. Able to find a socket adapter that we needed as well Staff was helpful and pleasant.

When we walked in, we were greeted with a hello and then was asked if we needed any help was told where the item was. Couldn't really find it but then asked another friendly customer service rep. And she showed me exactly where the item was at and then went on to say that they carry a variety of net things. It was really clean, great lighting, and affordable prices. Will definitely be going back.

What a quiet, pleasant little shop to get all your home shopping needs taken care of. They had every single thing I had on my list & multiple people at my service to help me out. (Not burn-outs, either...well informed, knowledgeable employees.) Although the prices were high, I didn't mind not dealing with the clusterf*** of stress/chaos Home Depot has become for once! It was almost relaxing!

Ask for help the front employee paged help for me I waited 15 minutes no help ever came but you have 3 employees who was standing 5 feet from me decided talking about some item in a clearance basket was more important than acknowledging me or even helping me say hello or say something times are tougher customer service is very important especially in your type of business

Not impressed. No bathroom for customers. We we told to go to the pub downstairs at 9:am Pubs aren't open! Thank goodness I didn't have a potty training toddler with me. Hard to look at tools, Yeti cups etc! Not sure we'll be back....staff is incompetent as hell. Worker said he'd be right with us to open cabinets... he lied totally ignored us. USELESS STORE!!!!

I called a head and asked for a specific item. They had it and said they would take it to the front for me. When I arrived the items were not at the front. I had to wait in line twice and one of the bags was ripped open and missing product it was a small tear in the bag was missing about 1.5 quarts of vermiculite. They were nice but could have been better

I was looking for a specialty screw for shower pipe. I had called before going there, once I got there, they were ready to assist. The associate provided great service of finding the right screw. I recommend bringing in a sample of what you're looking, that will help with the process. Always call first, good luck on your findings

Today I went to this location and the lady working named brandy was awesome. There was a line and she got all her customers in and our very quickly, knew most of them by name with such a great attitude you don't see many people with that level of great customer service anymore. Thankful to have had her help today!

I returned 2 itemes after using for 2 weeks, I dident have nether a respite nore the packegind AND lost my rewards card Collen, A. salved it perfectly with impressive patience, care, sosial dignity and resourcefulness! I resived the best costomer service i ever experienced in any hardware shop ever Thanks colline

We went to Ace Hardware last week and ordered a Christmas gift for my son-in-law because they didn’t have it in stock the sales person was so nice he asked us to go ahead and request it with him and he ordered it and we got it in yesterday oh my God what great service. I would recommend ace hardware anytime.

This is a handy place to have in the neighborhood and I've gone frequently. Some employees have been extremely helpful and knowledgeable, some aloof and seemingly miserable. The prices tend to be high, unless there is a sale, so I tend to order online elsewhere if I have time and the choice.

Ordered a piece of equipment it arrived the store yesterday they told me they need a day to get it ready, today no one can find it. The guy at the counter said the earliest someone would be able to look for it would be Monday. He said it shouldn't sell to anyone else before then.??

Best customer service I had all day! I walked in the front door and was immediately greeted by two staff members which promptly asked me what I was looking for and efficiently directed me straight to where I needed to go. I got in and out in about 7 minutes. Top tier experience.

I go here to get things that are hard to find in big box stores. I also like it for things that are sort of out of the ordinary. Like sasparilla. A drink from before my time. Carhartt, Stihl, Dremel and others I can find quickly because it's a interesting place to browse.

They don't always have what I need but for most things it's worth paying the slightly higher prices to get great customer service. Quick in and out because you can ask anyone for help and you'll get it quick and they know where to find things unlike Home Depot or Lowe's.

Stopped in for hacksaw blades while in the middle of a job close by. Very nice store and friendly staff. The 2 lovely ladies that helped were fantastic. Unfortunately everything is locked up but you can't blame them for taking precautions, especially in that area

A pretty decent hardware store with a selection of a few niche items. Found a decent socket wrench set here that I couldn't find at Lowe's or Home Depot. The pricing was decent and checkout didn't take long at all. Staff were nice and helpful when I was looking.

I have never been to an ACE before and I was surprised at how clean and organized the store was. The employees were nice and asked if I needed anything. Some items were over priced but it beats going to Lowes and waiting in a long line for self checkout.

Much better than the idiots at True value but still missing some items, like more of a selection of wood. All these little hardware stores need some work in that department but still great option when you don’t want to drive across town to the big box!

The "steel guy" in the back was so nasty to me. No concept of customer service. Never going back. On the other hand the guy at the paint section was super nice and went out of his way to help me... I just hope someone from the store reads this.

I hope you don't need the restroom while shopping here because they will refuse to let you.I take meds that make me need to go more often and they still refused so stay away if are taking anything like me it can be humiliating to be refused

Nice new store. And great customer service! Smiles everywhere and are very helpful. Colleen and Stacy were so helpful and got exactly what I needed with a little chit chat and lots of knowledge. Thanks GIn. Love only problem I had was when

If you are new to the area, it is a little confusing getting into the parking lot. You dont see the sinage saying to go to the upper lot intil its almost to late. Easy fix thought. :-) Staff was friendly, and answered all of our questions.

Got charged for a pick up order I did not receive when I went to pick it up (the original online order was split into two suborders, but they only brought out one of them to me). I later saw I was charged for both suborders on my credit

Colleen, an employee there is extremely rude and disrespectful. I usually come to this store because its nearby. Today was the last time I will ever visit. She huffed and puffed because I asked her to get a tool out for me (don't lock

I researched my purchase before going to this store. Their own website said they had it. Showed up, workers didn't even know what plumber's putty was! When I finally found the location they only had the smaller version, none of the

We came in looking for this crazy specific tool after going other places; your employee Sagan went above and beyond to find it for us when it wasn't in stock, called two different stores and all. Thank you very much, Sagan! :)

Have a Stihl chainsaw. Giving us issues. Sagan corrected issue and taught us valuable information. Made it a point to tell his Boss as well those people are hard to find. Shout out to Jeff too for helping us prior to Sagan.

Went there because I needed a copy of my car key made, I had my own blank key just needed it cut. Ace was able to make a copy of my key. Which I appreciate as most other places are closed on Sunday and they didnt charge me

I went in for a stihl chainsaw and they had a wide variety of in-stock items and all of the spare parts and accessories I needed staff was friendly pricing was good and the checkout people were personable and efficient.

Its never hard to find what I need at this store. Everything is labeled and understandable. A little on the high end when it comes to price. In retrospect they are never out of what you need.

Quillan helped me get my paint right before closing time. I work crazy hours and am always in stores last minute because of my work hours. He went out of his way to help with my paint order

I drove across town to get colors of wood stain that they don't carry at the home center places. Trust them to have better selection while others seem to run out or not carry things.

Kerry and Abigail worked super well on shift 1/29! I experienced it first hand. We were astonished at how well they handled our return and mistake! Kudos! Thanks for great service!

Very helpful staff, had to order furnace filters that the big box stores didn't carry. And they ordered them and it was fast, easy, and priced cheaper than the other places.

It's always a great place to shop and is close to so many places we work, very friendly, they have a LOT more than you may think, so far they have always had what I needed.

Can be a convenient alternative to Lowe's and Home Depot, although prices are generally a little bit higher, especially for paint, hardware, landscape supplies, etc.

2 really bad employee interactions. So bad they make auto zone feel like a 5 star retreat. I mean go there to find what you need but don't expect any basic courtesy.

This is our favorite place to go for bird food, spray paint, just the regular trips that don't need the big box store. They are knowledgable, polite and friendly.

Excellent store with lots of selection and friendly staff. I enjoy shopping there even when I don’t need anything. Found soap and a hat I loved there lol!

Super great location Gnarly helper with a great attitude Super kicking tool selection for all your tool needs. Shop at ACW or don't. I do. Ta approved

Not the cheapest place but the staff is usually very friendly and will help you find stuff. A little bit of everything here but not a huge selection.

This is indeed my version of local hardware store. It's always nice to be received and helped by Colleen and the usual cast of characters.

Old school hardware store. Locally owned, if they don't have or cant get it I would be surprised. Far better srevice than the big 2.

Great customer service! I typically shop at Lowe’s for all my home needs. This ACE store will be my first visit moving forward.

Went to Ace hardware to look for plant fertilizer, they didn't have the brand i like, but staff was helpful and polite, to me.

Refused to honor a return within their own return policy. What's the point of a chain hardware store that won't take returns?

Alan, Sagan, and the others were extremely helpful. Great to have a store like this with such excellent customer service.

Everyone here is so help full. Brent is the man. He mixed my paint and I was in and out. I am a very satisfied customer.

Always go here for pellets for grilling/smoking. Great selection of flavors. Also a great selection of rubs and sauces.

I understand that it is smaller and more than likely locally owned. I wished their loyalty program was more lucrative.

Friendly staff, clean store. Everything I needed was super easy to find. I would definitely recommend Ace Hardware!

Always a great place for your hardware needs . Great service and prices. A lot quicker than the big box stores

Ace is not the place lol they didn't have what I needed. Customer service was good. I did get help looking.

Really knowledgeable associates. A real breath of fresh air when you're trying to get stuff done.

Seems like they need more inventory and people that want to help you instead of walking away.

They are so great! There is always someone available, and I can always find what I need.

Feels over priced for stuff found cheaper. The nuts and bolts section is very organized.

Fsst, friendly customer service. Personal attention. One of my favorite places to shop.

I wad able to find everything I needed. Associates were very friendly and helpful.

Sort of complex aisle layout. Probably to discourage shoplifting. Helpful people.

Great place just 10% to 15% more expensive than every other tool/hardware store.

Very helpful folks. Smaller store than other places so it's faster to navigate.

Ordered my bottle of fert-lome Now in going fruit and Veggies …

Pretty loaded with the stuff you might need. Staff was helpful. Thanks.

Excellent store! Excellent staff! Has 99.9% of all your hardware needs!

When my sister and I shopped here the customer service was awesome!

Best selection of quality grills and bbq supplies in Albuquerque.

Great service, lost a star solely because of not so great prices

They dont honor the lifetime warranty for craftsman tools!

There is a lot of items in that store. Yeah, A. LOT

They have knowledgeable staff and a good selection.

Nicely stocked store. Lots of different products.

Helpful, clean. Fair pricing. Easy to find items.

Can always find the most random stuff in an ace

Great employees , very helpful and informative

Always stocked with what we’re searching for!

This is my favorite local hardware store!

Fabulous..fast..bless y'all.