Kingsland Ace Hardware & Rental

Business reply on Google

I'm really sorry to hear about your experience, and I appreciate you taking the time to share it. What you described is not the level of service we aim to provide. While the “on the way” notification helps us prepare, we clearly missed the mark with your order and that’s on us. We were short staffed due to spring break, however we still should have done a better job offering assistance—especially with your large, heavy order. Please know that we do care about your experience; and your feedback has been shared with our team so we can improve, especially when it comes to supporting customers with large orders. We truly appreciate you bringing this to our attention and hope you’ll consider giving us another chance in the future. Scott Kingsland Kingsland Ace Hardware

Business reply on Google

Good Evening Good People, Based on the timing of your review, your calls were placed after we closed. We are open Monday through Friday 8AM-7PM. I would appreciate a call tomorrow, or feel free to send me an email directly at scott@kingslandhardware.com, to discuss your experience. -Scott Kingsland Kingsland Ace Hardware

Business reply on Google

Good Morning Javier, I looked into the status of your blower this morning. It appears as though Ego is having us fix the blower as it is just a small part. That part is on order and will be finished up as soon as that arrives. If you have any questions in the meantime, please reach out to me directly. Thank you! -Scott Kingsland Kingsland Ace Hardware 616-949-1240

Business reply on Google

Good Evening Laura, Thank you for taking time out of your day to express your feelings towards a purchase at our store. Due to the amount of space we have in our warehouse, we are unable to take in lawn mowers for service during the late fall/winter and vice versa for snow blowers in the mid spring/summer months. We typically stop taking in mowers at the earliest October 15th or potentially later if the weather is still nice. On the other hand, we begin taking in mowers typically around March 15th, sometime sooner if winter fades soon. We follow mother nature. We are very sorry about the mix up with your mower at drop off. That was our fault; we did no-charged all repair fees for our error and did deliver on repairing your mower in the one day time frame. We never strive to make errors in that regard, however, we are human and mistakes do happen. Thank you for your understanding of that. While we admit the mistake was made, our current lead time for mower repairs is an estimated 3-4 week turnaround, not a guarantee. As for the reputation of Craftsman and the craftsmanship of their products, we will be happy to talk to Ace corporate regarding your feelings that the product does not

Business reply on Google

Good Evening C H, Thank you for taking the time out of our day to let us know about your experience at our store on Sunday afternoon. We apologize that your experience was not up to the standard you anticipated. Our rental policies are in place to help manage expectations for both our employees as well as the customer. A typical 1-day rental reservation begins at the time in which the store opens each day (8am Mon-Sat and 10am Sun) and ends at the time the store opens the following day. It is not 24 hours of use. Unfortunately, due to our operating hours being shortened on Sundays (10am to 4pm) to allow our employees to enjoy time with family, the 24 hour policy has to be amended. Our procedure and contract dictate this time adjustment at the time of signature before any item is rented out. As only a part-time employee, Liam was following the procedures that have been laid out. According to our records your original reservation was for a Sunday morning pick up, with a drop off on Monday morning. You opted to pick up your reservation Saturday evening at 530pm which adjusted when the unit was due to be returned. Written in the contract, for the security of the rental equipment, all u

Business reply on Google

Good Afternoon Mario, I am sorry you had a negative experience with our team when shopping for a snowblower a few weeks ago. We strive to make sure every customer has their needs fulfilled by educating our staff as best as possible. As most businesses in our industry, gaining and maintaining staff has been a struggle in the recent years. We are truly sorry this hiccup affected your experience with us. We hope you understand and give us some grace as we are training our newest staff members on the more complex products we sell. If you would like to discuss this further, I'd be happy to discuss this with you. - Scott Kingsland

Business reply on Google

Good Morning Tom, I am sorry you had trouble with the drill you rented yesterday. Our rental contract clearly states to contact us immediately if any issues arise with the rental. Our phone number is circled on the contract at the time of rental to ensure the renter is aware of this policy. Our contract also states that pricing is based on time out, not time used. The drill was out for just under 24 hours, therefore, you were charged the daily rate of $14. If you would have called when the malfunction occurred we could have worked out a solution to better fit your needs. Finding out about a malfunction at the time of return makes it impossible for us to correct any issues. Following policy, our manager reiterated the term of our agreement and attempted to return your deposit yet you refused. After you left the store, we did return your deposit. Again, we are truly sorry the drill did not fit your needs, if you would like to reach out and discuss this further with me, I would be happy to assist you. -Scott Kingsland

Business reply on Google

Good Evening, we apologize that you were unable to complete your return at our store. The night that you came in happened to be Scott's scheduled day off, and the other managers who could have assisted, had already left for the day. However, as the owner stated, because the item was purchased online, and picked up at another store, he was unaware if a return at our store was even possible. Each Ace Hardware is independently-owned, and their return policies may differ. To make for an easy return, we always recommend that any item should be returned to the store in which it was purchased from.