A letter I sent to corporate and Elvin Bruce at kilmarnock store. Cannot attach picture to this review I would like to share an experience I had today involving the Ace Hardware store in Warsaw, Virginia, and management at the Kilmarnock, VA location. Earlier today, I purchased a gallon of Benjamin Moore paint from the Warsaw store. When I arrived home and began to get out of my Jeep, I lifted the paint by the handle and the handle unexpectedly failed. The can fell onto the driver's side floorboard and burst open. Paint spilled across my carpet and kick panel, and while rushing to clean it up, I unknowingly transferred paint onto the seat and door panel as well. I immediately grabbed water and a shop vac and spent several hours cleaning the interior of my vehicle. While cleaning the mess, I called the Warsaw store to explain what had happened. I was told I would receive a call back, but after waiting, I decided to drive to the store and speak with the manager in person. When I arrived, I spoke with the manager on duty. I was extremely surprised to be told that the store manager at the Kilmarnock location, Elvin Bruce, had stated they would not replace the gallon of paint because the store is not responsible once merchandise leaves the premises. I asked for his phone number so I could speak with him directly while I was there, but I was told the only way to reach him was by email. I did not accept that response and asked to speak with another manager. I then spoke with Debra at the Kilmarnock store, explained the situation, and she immediately said they would replace the gallon of paint, which they ultimately did. She Authorized the Warsaw Store to give me another gallon Here is the issue: I did not ask for reimbursement for the mess in my vehicle. I did not ask for compensation for my time spent cleaning it up. I simply asked for the gallon of paint to be replaced due to a handle failure transporting it from Jeep to My house. The paint never left my vehicle, and this incident had nothing to do with how the paint was mixed or the lid secured. The handle failed -- that is what caused the problem. For a store manager to refuse responsibility and hide behind email rather than speak directly with a customer is, in my opinion, a very poor way of conducting business. When the Warsaw store opened a few years ago, our community was excited to have a local hardware store, as we are a considerable distance from larger retailers. I have supported this store since it opened. However, based on this experience -- specifically the response from management -- I will no longer be shopping there and will be sharing my experience with others in the neighborhood. This is sad because I liked that store, the people were always good to us, even today Warsaw wanted to help but was told NOT to by Elvin Bruce from the Kilmarnock Store. I cannot continue to shop at that store knowing that when something happens someone from another store an hour away makes the decision then hides behind his computer I will attempt to attach photos documenting the damage. This situation could have been handled professionally from the start. Instead, it became an unnecessary example of poor management and customer service. After reading your reply back to me I must say this, first of all you make it sound as though out of courtesy you gave me a gallon back! That's not how it was. The store was very adamant based on Elvin Bruces decision to NOT REFUND the gallon until I demanded to speak to someone before leaving the Warsaw Store. How can you evaluate things hiding behind a computer? A real manager/Owner would have spoken to the individual on the phone as they were at one of the stores. What you are telling myself and others that read this is..... when you purchase from any of HornAce stores you are saying buyer beware!!! purchase an electrical device and it doesn't work.... purchase a bolt and the threads are cut wrong......purchase something that you have to assemble and its missing pieces....etc. " Once you leave the premises it's the buyers problem". No thank you. Home Depot, Lowes, heck even McDonalds would treat their customers better then ACE did . I have no reason to call you to speak about this problem, yea you make it look like you like you're helping out but you failed, you dropped the ball and you just need to say. We are sorry we messed up and should have done a better job of taking care of our customers. BOTTOM LINE. Read the reply to me on their store page kilmarnock Va Sincerely, Glenn Beasley read more

Horn's Northern Neck Ace - the gallon of paint on my floor board that ace in Kilmarnock did not want to replace as the handle fell off and can hit the floor and opened - Hardware Stores Near Me - Kilmarnock, Virginia

Service has declined over the past year. Employees opt to talk amongst themselves rather than provide customer service. Does a Cassie actually work for Ace? No response to emails. I was supporting this hardware store as a local merchant, but I will be opting for others in the region. It is sad that a local business has lost their way. read more

BUYER BEWARE. I have frequented this store for years and have spent thousands of dollars. The people here are nice enough and the service has been great, even if the prices have always been high I have paid it for a couple of reasons. The main reason is that I like to support locally owned businesses and secondly they're fairly close to home. Yesterday my reasons to shop there were ruined by learning of their new store policy of not accepting returns of items that have been opened. In many cases you have to open and view an item in order to assess whether it will work for your application. They refused to accept a return of an item that was unused within 48 hrs of its purchase. At this point, unless it's an absolute emergency or not available anywhere else the bridge has been burned. I will avoid all ace hardware locations like the plague and shop where loyalty is valued and returns are accepted. read more

I can't say enough good things about this hardware store. Fully stocked, reasonable pricing, and a welcoming knowledgeable staff. I look forward to going there each time. We are so very lucky to have a store like this in Kilmarnock! read more

Almost all towns have/had a family owned hardware store, and in essence that store kept the materials for maintaining and improving infrastructure of the town. In fact my family had such a hardware in another town in Virginia, Brodnax. So I remember the challenges of stocking, ordering and maintaining items for sale. We didn't have computers and barcodes in those days, so the task of having a supply of some obscure size bolt, or the tint to make a certain shade of Williamsburg blue paint, was exceedingly more difficult. In fact before remodeling, inventory of this store was sketchy at best and because of that I didn't think the store would survive. Particularly when Walmart came to town. No longer! Now it is one of the most complete small town hardware stores that I've seen. I believe Walmart actually saved this Ace Hardware, because the owners had no choice but to compete or go away. They chose wisely, and now we have a real, modern hardware with computer controlled inventory and are adding new products all the time. If you haven't been there lately, go and you will be glad you did. read more

While it is the closest hardware store to me and they do have the usual hardware stuff, the employees are hit or miss. Good luck getting anyone there to give you a technical answer, even a simple one. They basically just know how to point and ring you up. They actually lost business when after not getting any sort of help there I went home and ordered the $500 item on Amazon. If it was my store, I'd sure be pissed off at my employees. read more