BEWARE!! Had the absolute worst customer service experience of my life with this company. I placed…read morean order online for a few small items to attach legs to a dresser. The box the items were shipped in was MUCH too large for these items and poorly packaged. (I will attach photos in the comments). One item the package was completely open and missing its corresponding hardware (making it completely useless). The (6) legs I ordered were not the right size. Upon calling the number listed on PayPal to resolve issues I was met with complete and utter rudeness. David took the first call, I asked to speak with a manager after 3 attempts he never clarified he was a manager, but said he could help. I then asked if he handled online orders, his response, "what company is this, who are you?", I stated I was not with a company just a paying customer and American citizen, he then respond with " what do you want I don't have time for this" and hangs up on me. I call a second time and a woman answers the phone, I asked to speak with the manager and she tells me he is busy so I am placed on hold. After 5 min I am disconnected. I attempt to reach them a third time, the woman answers again and I ask to have the managers name and for her to take my information so that he can contact me when he is available. She informs me the mans name is David and that the owner will be in at 7pm. I ask for David's last name and she replies, "Oh we aren't doing that," right before she hangs up on me AGAIN and never took my information. At this point I am so shocked a business is even running with this lack of customer service. My husband serves this country and we have traveled a lot and seen a lot and I was absolutely appalled that this grown man and woman would act so nasty towards a paying customer. I was finally contacted through email to resolve the issue, long story short David Anderson was putting the blame on FedEx for repacking my box and losing my item.( Tell me why would FedEx repack a box that has been damaged just to replace it with another damaged box with poor taping and sealing and also not in a FedEx box!!) Later stated that it was not him who I spoke with on the phone that they are not linked with the brick and mortar store. (Yet they both have the name David Anderson!) I was offered a refund for the item that was missing the hardware or that they would send me new screws. I declined, because at this point I wanted nothing else to do with this company or its people. I asked for a full refund and they would pay the return shipping and I would mail the items back to them in the manner it was sent to me and in the same box. The next email I received was my last from them stating they would send me a form with instructions to return the items. Here are the following instructions per their form: Your RMA 1809 was authorized. Please, follow the instructions: 1- The items must be in the original package and resalable. NO visible damage, writing or marks, highlighting, and/or odor. Products purchased in shrink-wrap must still be in original wrapping. Shrink-wrapped items that have been unwrapped are not eligible for return. 2- The items must be received with in 30 days of the ship date. 3- There is a 15% restocking fee on all returns. If you are exchanging for another item you will not be charged a restocking fee. 4- You are responsible for shipping the item(s) back to Midland Hardware. Damaged or poorly packed packages may be refused at time of delivery. 5- Please write your RMA number 1809 on the package. Be sure your RMA number is clearly visible on the OUTSIDE of the package. If the product being shipped back came in the product's original box do not write on the box, please tape a piece of paper to the box before writing your RMA number. Writing on the box can result in us denying your refund. Please explain to me why it was alright to SEND ME the items not abiding by these guidelines yet you set such a standard for returned packages that YOU are at fault for?? I have yet to hear from David anymore regarding my issue but I did notice a $1.60 refund placed on my account. This matter is NOT resolved and I pray that this company changes their ways. So sad this is how some individuals treat their paying customers and working military families these days.

Ordered run-of-the-mill items from Midland True Value Hardware (Grandview, MO) online for our…read morebusiness. Items never arrived. FedEx tracking info indicated delivered, but our security video on day of claimed delivery showed no deliveries. Probably not Midland's fault. I was asked by Midland, in response to both email and Facebook Messenger inquiries, if we wanted to cancel the order or have it re-shipped. We responded to BOTH to double-confirm we wanted the item re-shipped. Then we received an email stating the original fulfillment warehouse was out of stock and the order was being processed through another warehouse ... and that we'd receive our shipment in 3 to 5 business days. Monday, six business days later, I emailed customer service to request tracking info on the second shipment -- ignored. Today, EIGHT BUSINESS DAYS LATER, I asked, via FB messenger, for tracking information on the second shipment. The response was, "we forgot to process the second order" ... I then replied that I might let that excuse slide if it came from a 5-year-old, but not from an online merchant. Then, they changed their claim by blaming me, THE CUSTOMER, for opening two communications with them (email and Facebook Messenger -- in both communications I CONFIRMED that we wanted the order re-shipped ... and they ACKNOWLEDGED AND CONFIRMED that the order was being re-shipped). Today they said that because I had two channels of communication open on the matter they "got confused and were waiting for me to confirm" ... even though, again, they had responded and confirmed that the order was being processed and re-shipped ... and that we would receive in 3 to 5 business days. Today, I said I wanted it re-shipped overnight delivery at their expense, otherwise I'd turn the matter over to True Value Hardware Corporate Customer Relations, their local BBB, and any other appropriate consumer advocacy and regulating authorities. They refused to ship any faster than ground service. I complained and expressed my frustration and indicated I would proceed with reporting and online reviews. They replied, "order cancelled" ... I see in other reviews that this is typical. Blaming the customer for this nonsense is inexcusable. Not accepting responsibility and not doing what's right to make it right with a customer represents the attitude that will ruin small local businesses who refuse to invest common courtesy, care, and value-added practices to ensure survival against box stores and large online retailers who are doing it right (better). When I called them out on their self-contradictory claims, they replied, "Goodbye" ... Yeah ... It's only a matter of time before their practices and poor customer service result in a chorus of "goodbye" from customers who will shop elsewhere! This reflects poorly on the True Value brand.

This store has everything, including the most helpful staff! Items are fairly priced, so no trade…read moreoffs needed. A true gem and value for the community.

Always, always folks around to direct you and offer advice. Might cost a buck more, but big box…read morecan't compare for service.

I recently took a beloved halogen task lamp in for repair. Although others had said it might be…read moreimpossible to fix, John analyzed it , and took care of it promptly! Because it is irreplaceable, this meant the world to me. And the charge was so nominal! I also enjoyed shopping there. It seems more inviting than other hardware stores!

Good place to shop for just about everything.......I've shopped there for years, and the is very…read moreknowledgeable

Excellent service - nice selection- plenty of knowledgeable staff and an easy to navigate setup.read more

Their service was unacceptable. The workers offered no help whatsoever. I hate this place. Never…read morecoming here again.

Looking for flood lights and in self discovery researched while viewing options in stock…read more Single checkout line into multiple cashiers. An additional person opened up ask the line grew and I asked about return policy and if he knew about how or if the light bulbs could be replaced if possible. He informed of the store's return policy and advised me he was unaware about the product. I was asked if I was a Westlake reward member, I am not. He proceeded to check me out. After paying I asked what it takes to be a member, he said I could go online and I'd get an email with a $10 coupon. Otherwise he said we'd have to start a new transaction. I felt he was not too enthused to do so. It would've been nice to know that before checkout was completed

I've been to this location about four times today was my fourth time coming here. I normally go…read moreinside and the employees are always wonderful, very polite and quick. Today I got a curbside pick up order. The order took literally less than five minutes if that they are always just so fast and awesome! They deserved a great review! Awesome job Ace!

I really like this place!…read more The helpful hardware store is correct. They set themselves apart by being there for you. Asking if you need help. Figuring out solutions. Ace is a much easier in and out than Lowe's or Home Depot. They are also locally owned franchises. So you can support your community by shopping here. I still get some things at Lowe's but most of the time I'm shopping at Ace for tools, hardware, paint, lighting, etc. This time I needed some brackets to hold up a shelf (they had the right size in three colors) and some 40W appliance bulbs. They had those in clear or frosted. The store is very well organized, and incredibly well stocked! The employees were indeed helpful. I am a fan!

Had a $5 off birthday card. Looking for Febreze fabric spray for 30 minutes. Cashier says aisle 7…read more I told her Westlake does not carry Febreze. My morning was ruined by this store. I want my 30 minutes back,

I walked around this store for 10 minutes hoping I could find someone to help me locate an item…read more The didn't appear to be overly busy. What employees I saw seemed to be enjoying long conversations with customers. Finally, one employee who was waiting on another customer noticed me rambling around the store and flagged down another employee. These folks may have good intentions however they appear to be more interesting in socializing with customers. I won't return.

I always receive the BEST service here at Lenexa Ace. Today was no exception. Chris S. went above…read moreand beyond helping me with my keys, and I would highly recommend going to see him or Logan before any locksmith! Thank you so much for your amazing customer service! The company is lucky to have you!