COASTAL ACE HARDWARE INC

Shopping here is always an awesome experience. The sales associates are knowledgeable and accessible. They have a surprising inventory for a relatively small shop. I will use them again.

Three window screens needed to be repaired. I took them to Coastal Ace Hardware and was told it would cost about $25. and they would call me to pick them up in about 2 days. A week and a half later (!) I went back the the store. No one was around in the service area. I waited about 15 minutes and finally headed up to the front to ask for service. An employee went to the service area to look for my screens. When he found them he explained that they had gotten "lost in the shuffle." He apologized that the "screen guy" had repaired lots of screens that came in AFTER mine and assured me that mine would be done the following week. Today, Tuesday, 6/12, I got a call from the screen guy. He would be doing my screen today. An hour later, I got a call that they were done. I wasn't charged anywhere near $25. The charge was $46.55! When I complained about the 2 WEEK wait, I was told that "Sometimes it takes that long to fix screens" and "The screen guy gets backed up sometimes." Typical customer service damage control... Make up a plausible excuse for bad, irresponsible service. No one was willing to acknowledge or admit that my screens were forgotten about two weeks ago. Let's be honest. A reputable company who quoted two days and $25. would call you to tell you if either of those quotes changed. Everyone makes a mistake now and then. A reputable company makes sure their mistakes are at THEIR cost and not their customer's. Lesson learned.