Longtime Customer -- Cautiously Optimistic After Recent Changes I've been shopping at this Richmond Ace Hardware for over 20 years. It's been a constant in the community, and I've seen it evolve--especially over the past six years with multiple ownership transitions, first to JC Licht and now back under Ace. This store is less than two minutes from my home. While I have three Home Depot locations within about 20 minutes in different directions, the convenience of Ace has always mattered. That said, convenience alone doesn't justify the premium pricing that Ace typically carries--what historically made it worthwhile was something far more valuable: exceptional service. For years, this store stood out because of its people. The staff were knowledgeable, experienced, and genuinely helpful. You could walk in with a problem--not just a product request--and leave with a solution. They knew their inventory, suggested alternatives, and often had connections to trusted local professionals if the job required more than DIY. When the store transitioned to JC Licht, I had some optimism. Their historical reputation--dating back decades--was built on strong service, quality paint products, and thoughtful integration into local hardware ecosystems. Unfortunately, my experience during that period didn't reflect that legacy. The staff lacked product knowledge, service levels declined, and pricing remained uncompetitive. The value proposition simply wasn't there. One early visit during the current transition stands out: I was looking for specific carpentry hardware, and the associate assigned to help was clearly unfamiliar with even the basics of the category. It wasn't just a lack of depth--it was a lack of fundamental understanding. That's a problem in a store that's supposed to differentiate on expertise. Now, with Ace back in control, I'm willing to give the store another chance. I recently stopped in and saw that they're undergoing a significant remodel. That's a positive signal. But ultimately, fixtures and layout won't determine success--people will. If management invests in hiring capable staff and training them well, this store can reclaim what once made it valuable: knowledgeable, solution-oriented service that justifies both the price and the proximity. I don't mind paying a bit more if it saves me time and delivers real expertise. That's the trade. Right now, the jury is still out. I'll give it another visit or two and see if the improvements go beyond the surface. M read more

We all know the prices are high, but ace is convenient with a helpful hardware man the way it used to be. But not now. Was talking to the manager about $700 worth of EGO batteries that are not working after one year and of course tells me I have to send it to the manufacturer. Don't buy anything that is not warranted by Ace or you will have a hard time getting your product replaced. Make sure you save all receipts because now they have new owners and the rewards program cannot duplicate my receipt so I can get this three year warranty on this battery . Now this is my problem. No one saves receipts for everything they do. More importantly Also bought two $10 bags of softener. forgot to grab them when I left because they are outside came back a couple hours later and the manager gave me a hard time about the receipt and Made. The girl that rang me up proved that I paid for them. I'm a regular Customer ridiculous way to be treated like I'm some kind of thief that would walk in there and tell them I'm stealing two bags of water softener. Will not be returning to this ace. and yes, the manager was the one acting this way. The same guy that saw me two hours before this. Tom would've never treated me this way read more

Knowledgeable and helpful Has pretty much everything you need Everyone very helpful Go out of their way to help you!!! Prices are up a bit like every one else's read more

Old school Hardware store with first class service. The owner is in the relationship business and he trains his employees to follow his lead. read more

This is THE best hardware store around! The customer service is beyond compare! They are always well staffed, knowledgeable and ready to help! Their prices are comparable to the big box stores. They can even program new key fobs at a price so much cheaper than the dealer! These guys know their stuff too. I frequent often when I'm doing projects around the house and they offer advice for all kinds of projects! Don't pass this place by! Thank you for always being there for me!! read more

Mask required. Great service and friendly staff. Their rental department has all the tools you would imagine to do odd work at home. Just rented a floor sander made getting the deck job started. The store hours are adjusted temporarily for the pandemic. They are always willing to help with ideas for your project. read more

I was looking for a Stihl chainsaw a few weeks ago when I discovered that this store recently became a Stihl dealership. From my initial contact, through purchase, Tom provided me awesome guidance and support! Even though it was right at closing time, he made sure my new saw started up and ran right, before sending me on my way. Plus they are a servicing dealership, so I won't be left on my own if I ever need any post-sale support. Add to that the well-stocked hardware inventory and friendly and helpful staff, and I really have no reason to go anywhere else! Thanks guys! read more

Service! Big box stores (Home Depot, Lowe's, Menards) have "nice" people but the folks at Richmond Ace are genuine. I'm not sure if this is family run or not but I met the owner and have worked with the staff also and you'd think the staff had a vested interest in Ace itself. While they don't (and can't) carry every product like the box stores, I strongly encourage you to give this place a shot. I under the necessity of getting something when you want it and if it's not in stock you go elsewhere but stop in and visit. ***As for products, if you're painting or doing any kind of wood finishing, this is the place. Way more products then HD, Menards or Lowe's combined. read more

I love the service and attention since 1987, they always provide solutions to my fixer uppers of any kind. Pluming, electric, paint, tools last time I got an expert about birds, she explained to me what birds like and the seeds and feeders for particular birds. This ACE in Richmond IL. is my ACE, because the one in my town uh! I prefer drive to Richmond IL. The employees at ACE Richmond, IL all had been helpful to my needs, including abstract ideas for my projects. All employees know what customer service means. I think they deserved 6 stars. Rossey Spigner read more

Unfortunately for me, some jerks had stolen some carpet cleaning machines from this location, and the owner refuses to rent to anyone without a credit card. I only use my ATM card. The staff is friendly, but I was totally turned off that I was forced to use my credit card. I won't be going back. read more

Ace is the place of the helpful hardware man! In and out, badabing, badaboom everytime. Close to home so I run there when I don't need much. The prices are a touch steeper then the big box stores but you save time and gas so it really does equal out. They never let me down and the folks at Ace go out of their way to help which is A++ for me. Nice folks down there and knowledgeable. I recommend Ace to anyone in doubt. Support your local hardware store. Become a rewards member as well!! Ace is the place!!! read more

Dave helped me to pick out a new mailbox and post package. There is always great service in this store.

Great place! Employees go out of their way to help you!! Why drive to the big box stores and get no help when you can shop local!! A+++++++