Burggraf's Ace Hardware

Although in an older building, the inside of the store looks brand new. Staff who I have encountered are older and some have come over from other area ACE stores. Each has been pleasant to work with and knowledgeable. Store has a wide assortment of items would expect a hardware store to typically carry. Location is nice for those living in the area. Just a drive on University and take there frontage road.

I enjoy going to this store. It is convenient and service is exceptional. It is always clean, well light, and well stocked. They carry quality products and have a helpful website. It is easy access on and off University Drive and parking is adequate. Prices are generally higher than in big box stores, but then I guess you get what you pay for and quality and service come at a price. The Ace Rewards program helps in moderating the prices and they offer good deals to Rewards members. I am glad they are in the neighborhood.

I recently purchased a new snowblower which we picked up after Christmas. Machine was working great till recently. I called the store not knowing they didn't have a service department. I was able to speak with the manager Art. He said he'd come over to my house and take a look at the machine. That was a Monday Tuesday came along and never got a call nor did he show up. Called again on Wednesday thinking that maybe I heard him wrong. He reassured me that it was Wednesday not Tuesday he'd come and take a look. He never showed and never called. Needless to say I'm stuck with a machine I need to get fixed elsewhere. They very well could've told me that and it would've been fine. The lack of customer service after such a large purchase is despicable. We will not be going back to that store! UPDATE I did get a call back but even so the machine is with an authorized dealer.

I went there today at 4:21pm and bought a box of contractor bags for $13.99. I am a landscaper and I thought I was going to need them for a job I had after dinner. My job cancelled, so after dinner, at 6:55pm, I went back to this store and attempted to return the box of bags. The cashier immediately gave me an attitude and said she didn’t think they’d be able to take them back. This was the SECOND I asked her to return this for me. This women then looked at the box, saw some dust on it from my hands/vehicle (again, I am a landscaper), and says “sorry, we can’t take these back because they are dirty and we can’t resell them.” I asked her so many time to let me blow or wipe the small amount of dust off of the box, but she kept insisting that the box was “ruined” and would “never sell”, which is ridiculousness! This box was cardboard, contained 20 plastic co tractor bags, and was opened but did not have anything to seal it so it could be opened and closed without damaging the box. This was very clear to the other gentleman working next to her, but she was clearly not having this box be returned! She told me to wait until tomorrow to bring it back and try to return it when the manager was in the store. I politely explained to her that I don’t live close enough to justify coming back for $13 and I don’t see why I can’t return a brand new product that has dust on it. This women was so sassy, rude, and clearly incompetent because this other gentleman stepped in, blew and brushed the dust off, and helped her process my return. Unbelievable customer service to a local small business owner. I will NOT be coming back to shop her, that was unreal and embarrassing.