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October 2024 by Tom Malatia
I am a frequent shopper of this Ace along with the Huntley store. I needed a Kohler toilet canister replacement and found that only Crystal Lake had it in stock while the other two locations only had “ship to store” available. Since I needed it for a customer repair, I drove up to Crystal Lake and was able to purchase it on the spot. Since I was unsure if the customers toilet was a 2” or 3” opening I purchased both items rather than making another trip. I was able to get the 2” canister installed and discovered they also needed a new supply line, so I decided to stop by the LITH location as that was the closest to my job. I figured I could buy the new supply line and return the 3” canister. At the register I gave my receipt and the product to the cashier who scanned it and then told me they didn’t carry this product and couldn’t return it. I even questioned her as it was a Ziegler store I bought it from and I was told by them I could return to any other Ziegler location. She quickly responded they don’t carry it at LITH location so she couldn’t accept it. There were other people in line behind me, so I didn’t want to make a big deal of it, so I purchased the supply line and left. After I installed the new supply line I decided to drive back up to Crystal Lake to return the 3” canister. When speaking with the cashier I explained to her I had gone to the LITH location to return it but was told since they didn’t carry it on their shelves that they couldn’t take it. She quickly confirmed I went to the Ziegler LITH, in which I replied yes, and she was very upset saying they absolutely should have taken it. Just after she told me this a gentleman behind me chimed in stating he has had the same issue before, in which she asked me who the cashier was. Since I didn’t have the receipt, I said I didn’t know, but that was beside the point, and I was just annoyed I had to drive 15 minutes away from my house to return it, when LITH could have easily taken it. My issue is the cashier at LITH didn’t offer me any explanation why she couldn’t take it, and did not offer any other option or resolution. It was almost as if she didn’t want to be bothered with it. I don’t want to say I will never shop here again, but I try to shop local, and would rather support them than the big box stores across the street. I was expecting a better experience from my local Ace, but I was very disappointed and frustrated by the lack of effort on her part.
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October 2024 by Kyle Kempen
I had a great experience in this particular location. I walked into the store in a hurry as most people do working on home projects and was greeted by Diane. She welcomed me into the store and asked what I was looking for and directed me straight to the wrenches I needed! I really appreciate being welcomed into the store you don't get that much anymore. Diane was very helpful with great customer service! Definitely will be back for my next project.
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October 2024 by Paul Castellanos
Ace is my go to for nuts and bolts. I love coming here Diane is the best! She greets me every time I walk in like I’m family and gets me with staff to help me get the right hardware for my home and automotive needs. When I check out I make sure to wait for Diane she is fast and makes sure I input my number to get my Ace Rewards so I can come back later with a coupon to get my favorite Yeti accessories! I highly recommend this location. Sunday is of the best days to shop you can count on Diane to get you the help you need!
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August 2024 by Greg Stone
Great hardware store with a hometown feel.
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July 2024 by WJ
Had two copies of two different keys made. All 4 worked fine.
Staff friendly with large selection of products.
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June 2024 by Dawn Mari Morningstar
Always friendly faces at my Ace Hardware Lake in the Hills!
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May 2024 by Steven Hulsart
Need a part for my ac unit. Was surprised they carried it. Awesome staff and friendly. Will go back again for other items I may need in the future.
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April 2024 by Peter Canfield
Super fast friendly service. Always have what I need.
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April 2024 by Scott Grodeck
Five Stars. I support local owned businesses.
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April 2024 by michael dulian
I’ve been to a lot of ace hardware’s and by far the lake in the hills location was the best experience. I got offered good and useful help the second I walked in the door. I stopped by to pick up my new Weber slate and was in and out in minutes!
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March 2024 by Janet Bauer
Worse customer service ever in Paint Dept. Would love to support local businesses, however that won't happen as when we sought out assistance only to receive a rude response!m
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January 2024 by Brian Honkala
Had exactly what I needed. 2 minutes in and out.
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January 2024 by Chris Polakowski
Highly recomended for all your needs.
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November 2023 by Michael K (Honest M)
Great people and great service!
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November 2023 by Brad McKinley
Greeted by a very helpful employee just inside door. Told him want I needed and he took me right to the place the item was in the store. He asked me a few questions and then showed me options based on my answers. What a great experience that is not common in retail anymore. Excellent job!!
