Pioneer Ace Hardware

Ken Arnett

2024-05

HORRIBLE customer service and less than elementary level staff knowledge. The manger on duty, Kat, was one of the rudest people I’ve ever met. I needed some 1” outer diameter IMC tubing for a project I was working on. I figured I would ask for some assistance assuming the staff would be helpful, semi-knowledgeable and have an idea of what would have best suited my needs. Boy was I wrong! I should’ve taken my own tape measure into the store but since I did not, I explained to Richard (the electrical “expert”) who said he knew just the right tubing. We went to the basement of the store and he pulls out his tape measure and said yep this is 1” outer. I explained that I needed 2 60” pieces and he proceeded to cut the 10 foot tube in half. I trusted his judgement and paid. I get home to Edgewood 25 min away and upon trying to install them, I have a 1/4 inch gap. I measured the outer diameter myself and it was only 3/4” of an inch. I called the store where Richard told me “no you can absolutely not return or exchange the tubing because it was already cut. He said I’m out of luck unless I wanted to purchase a different size despite HIS error and or lack of knowledge. I called back and asked for a manager. I was placed on the phone with Kat and she was extremely rude. I told her the dilemma and she began arguing with me as if I had no idea what I was talking bout. I offered to go back down to the store with a tape measure to prove my case and she laughed it off and reassured me they were NOT going to make any exceptions. I began getting a bit upset and she asked for my name and number so she could call and speak with the GM whom apparently was not there that day. I asked for a time frame on when to expect a call back and she said she would not give me one. It’s now been almost a week and I’ve had no correspondence since. I will NEVER take my business here again, despite the convenience and will drive the extra 20 min to Albuquerque where they at least know how to use a tape measure.

Lindsey Lamb

2024-03

Usually have what I need. Staff is nice and helpful. Sometimes it is a little understaffed but over all great. I can always get paint when I need it 😃 I needed another gallon of paint but their machine was down for a while. Javi took my info and paint info and called me 3 days later when it was working to see if I still needed it. What wonderful customer service. I appreciate it you all.

Greg Kidwell

2024-02

What a gem of a hardware store with helpful people who know how to help you. I came there to have a fireplace starter pipe sized and re-threaded. A happy fellow named West performed the task, which took know-how and persistence. Not many people can perform that task. Out in the boonies, it is great to have such a handy place with a staff attentive to customer service. Thank you.

Chris McKean

2024-04

Bought a $450 chain saw which had an issue in the first two hours of use. Brought it back and had the Worst customer service I’ve experienced to the point of one of the reps lying and the manager denying they promised to stand behind the equipment. Ultimately they said the issue was user error although I’ve run chain saws for more than 30 years and would not make it right. I try to keep my money local, but I will not support this store under this management.

N M

2024-03

Seems like filling propane here is extremely hit or miss if you go too early no one there, if you go in the middle of the day no one there if you go in the late afternoon but still before closing no one there. Pretty sure only two employees can fill tanks and they need breaks and days off I completely get that but why not train more people to fill tanks or have a set time tanks can be filled so I dont have to go on a hope and a prayer

Tim Richter

2023-12

This was once a great hardware store. Unfortunately, they have developed a nasty habit of refusing to honor the posted price. On 3 separate items the price on the shelf has been significantly less than that charged at the register. The description is the same on the tags but because the sku is different they told me it's not their problem.

Julian Castillo

2024-05

Just stopping for gas and the restroom easy access to get off and on

Matthew Voss

2024-04

Went in to get my chainsaw blades sharpened. The employees were friendly and helpful.

Alice C

2023-08

Great, local staff that is always willing to go above and beyond to help. I just called 10 min before they closed and they went and pulled what we needed off the shelf for us and had it waiting. Willing to wait for us to get there and greeted us with a friendly smile and non-pushy attitude. You guys are lifesavers! Great customer service!!

Jacquelin Garcia

2023-07

They carry pretty much what ever materials and tools one needs and prices are sometimes better then home depot!! At least the 3"pipe and fittings were cheaper here.(plumbing) the employees are helpful,and kind, and they refill propane for a good price

Cristian Garcia

2023-08

Leah and the rest of the crew are truly amazing. Great customer service even under a lot of stress/customers. They always answer the phone and give correct information. My first stop when I need something in the east mountains.

justalurker

2023-12

Davis Hardware was GREAT Pioneer Ace Hardware SUX.Since Davis Hardware sold out and became Pioneer Ace Hardware they are worse than other Ace Hardware stores.Most of the items that Davis Hardware carried in stock are gone in favor of whatever some corporate moron determines they should carry that is lesser quality and higher profit.The nuts, bolts, and other fasteners are junk from the great anonymous Chinese bolt company. They are constantly out of items and it takes forever for them to restock.Their prices have increased dramatically. An item that is $3.79 @ Lowes is $5.99 @ Pioneer Ace Hardware. That is just price gouging.You look up what you need on the ACE web site and it says they have it in the Cedar Crest store. You call the store, give them the part number, and ask if they have it. They don't go look but just punch it up the same web site you you're looking at and say YES WE HAVE IT.You drive over there and they don't have it and they couldn't care less. Then the final insult... "I can order it for you". Why should I give them the business when they waste my time?If you don't want to go look and see that you have the item then say that.The most disappointing part of this is that no one corrected the inventory to reflect they DON"T have two in the store so more won't get ordered and they'll continue to do this to the next customer. Wonder how many more items the web site says they have that they don't?Save your time and money and drive to town and GET what you need elsewhere for less.One of the last surviving REAL hardwares stores and a REAL asset to the east mountain community is sadly gone.And the Pioneer Ace Hardware in Cedar Crest is the best example of how bad a business can be when it thinks that the customers exist for their convenience.RESPONSE TO THE OWNER/STORE MANAGER...Customers don't exist for the convenience of your employees.If you don't know what is going on in your store then you shouldn't be managing it or maybe that's the way you want the store run.

Dineen Serpa

2023-11

Great local hardware store. Knowledgeable local employees. Warm atmosphere.

Kay Den

2023-05

Very convenient, lots of handy items packed into a building that is way larger than it looks! Staff is always helpful and friendly. Plus they're a Stihl dealer and have a guy who works on them too!

random person7

2023-07

Extremely friendly, and very helpful. They were closing but still let me in, helped me with my project and gave directions to my next stop. Great folks.

Tim Martinez

2023-06

They always have what I'm looking for and the best thing is they have intelligent personnel to assist in my search . Eats the hell out of going to town dodging homeless in the lots of the Home Depot or Lowes. Saved time and gas too.

Max Puls

2023-10

Great staff and an amazing selection for a medium hardware store. Stihl chainsaws and every yard tool imaginable.

Michael Riley

2023-07

This place is awesome their stuff is very knowledgeable and friendly and they take time to explain things to you which is always nice did I mention they're pretty affordable.

Jesse Yates

2021-05

After having just moved out here, I've visited the store three times now. The staff have been very helpful and most of the prices comparable to the big box stores. The convenience of it being minutes away rather having to drive into town is priceless. One quirk that takes getting used to is picking up lumber and PVC. In a big box store you can peruse the shelves yourself (marvelling at how very few pieces are straight) but at this store they'll have to call downstairs to check the stock. I needed some specific width trim so they let me go downstairs to work with the guy in person. All very friendly and accommodating.

Dan Linden

2023-07

Only about half the size of abq ace. At times can be very busy, other times not. Staff very friendly, I there often, tues, 10% off for military and seniors.

Cookie Cooke

2021-05

It just changed ownership & they're still getting things together. They seem to have most off the things I've needed for impromptu repairs, fixes or inspirations. Customer Service could bump it up maybe a notch... just a little bit of eye contact (there's just this one dude who doesn't seem to know as much as you expect an employee working at this kind of store. We're a small community and they'll find their level.

A. Wellesley

2020-05

New owners and a new name, but still the same well-stocked East Mountains hardware needs go-to place staffed with super friendly, helpful, and knowledgeable folks. Unlike the stores in Albuquerque, this one caters to living up here at 7K feet, with cold temperatures and occasional big wildlife in your backyard. You’ll not only get firewood or pellets here long after the stores in the city have stopped carrying cold-weather supplies, but you’ll also get good advice and a genuine smile. (They’re nice to city slickers, too...)

josh walker

2023-10

Helpfull staff, unlike HD or Lowes!Nice job repairing some of my screens.

Celia Cortez

2023-10

Staff are knowledgeable and helpful, unlike the 'big box's stores- shop local

Breanna Penn

2021-05

We love our local hardware store, but since new ownership they keep closing before what is their posted store hours. We went 30 minutes before closing and the doors were already locked. If you want to close at 6pm, please just post your hours for 6pm everyday so customers can plan accordingly.

Dustin

2023-05

Apparently being a frequent paying customer/small business doesnt warrant a single bit of patience or respect from this so callled manager. This store is toooo obsolete to not be treating customers with respect!

Jennifer Harris

2022-05

I drove over an hour to pick up a Stihl ms261 bc they where the only ones that had this particular sawI always dread buying saws bc as a female arborist...well let's say I'm usual treated like I don't know what I'm doing BUT than I met Wendy and this changed.She is on point with knowledge of Stihl products and very professional.Bc of her Ive decided to order another saw as well. Grateful to have met her.

Paco Ybarra

2023-05

All I did was get propane here but they were friendly and quick to help us out.

Richard Vigliano

2023-05

They have all the hardware, paint and tools I need, and I get to support a local business! The service is great and they support charitable organizations. Thanks Ace!

Carol Baker-Winchester

2021-05

Love this place better than the big chains. They have an AMAZING staff. Whenever we have had difficulty finding what we need it is here and we can fill our propane too. Always someone to help you.