They need to value all of their customers.This is the first negative review I’ve written in a long time. I am a home owner who lives and works in Federal Way. My wife and I are constantly renovating and upgrading our home and we were thrilled to have an Ace Hardware so close to where we live. We try to support small businesses, franchises and co-ops (like Ace Hardware) whenever possible, and ACE IS THE PLACE WITH THE HELPFUL HARDWARE FOLKS...just not Trinity Ace Hardware.I have personally felt that the staff there were often a little abrupt, but no big deal...retail is a hard racket and folks are busy. Well, today my wife went in to return a defective item we bought there. We bought a simple pipe cutter...under $20...that was defective out of the box. Our licensed plumber couldn’t get it to work and recommended we return it.First, the cashier told her their policy was that they do not offer refunds for items removed from their packaging. Apparently, the manager (Misty) was standing right there and said nothing to intervene. My wife tried to ask the cashier questions to clarify. She told the cashier our plumber said it wasn’t cutting properly and she should return it. Again, the cashier said it was opened and that she couldn’t offer a refund. My wife started heading to the exit and shouted “fine, I’ll take my business elsewhere.” The manager finally chimed in yelling at her “good, we don’t want you here! Don’t come back!”Upon hearing about this, I called the manager with the intent of smoothing things over. I introduced myself, as the husband of her “problem customer” from earlier and we laughed a little, and then I asked about their return policy. When I asked about their policy regarding manufacture defects she stated that they have their guy evaluate it and if it’s defective “we take care of it.”I asked, “so why didn’t you offer that for my wife?” She responded that my wife was rude and had a meltdown in the store. When I tried to suggest that she needed to work on her conflict resolution skills and show that she values the patronage of all of her customers equally, she started talking faster and wouldn’t stop talking. I waited until she ran out of breath and then suggested that she had no intent of allowing my wife to return the item despite their policy...she started up again with the speed talking. Well, I got frustrated and dropped an F-bomb about the customer always being f#%*ing right. Of course she hung up.I felt bad later about my “meltdown” to use her words about my wife, but that’s a nice little tactic she’s got. She can PICK AND CHOOSE who she feels is a valued customer and if you happen to not meet that valued-customer criteria she gaslights you until you get frustrated and have a meltdown and then she gets to feel superior which was probably her goal all along.This place has a distinct your-money-is-no-good-here vibe to it if you are not on their “valued customer” list. I called three other Ace Hardware stores in the area and not only did they explain their return policies in clear, easy-to-understand terms, two of them said they would take our item back for a refund even though they didn’t sell it to us... Hats off to Ace Hardware and co-ops in general. Trinity Ace Hardware: shame on you.

My husband and I were helping cater a wedding a couple weeks ago for some family and didnt have the cans of heat for the food ! We were scrambling trying to find some in time and the lady at the front who answered the phone set out a variety of options for us when we arrived. Great customer service here !! Thank you :)

Nice 2B able to buy hardware/ house stuff w/o going to a Big Box. Folks at this ACE are friendly, knowledgeable and very helpful. ACE prices are fair and the stuff they sell is quality. Some of their sale prices are great so check their flyer.

Here we are 9:12 in the morning and they still arent open. As if waiting till 9 for a hardware store to open isnt bad enough. What cant pick up tools or supplies until after first break lame. At least be open on time.

Clean store and excellent staff. I was asked to share my experience on Trinity Ace.Ace hardware has always provided solutions to construction related issues for me. The staff at Trinity truly have a quest to provide the customer with above average service. The trinity staff are the very best example of the American spirit and what makes this country virtuous.I am so proud of my neighbors.

Amazingly helpful - they spent days tracking down vendors to get an order, even made sure they updated incorrect information that the vendor had mistakenly published. Really willing to go above and beyond. Highly highly recommended

Shopping at ACE is always a pleasure. I like it better than the big box hardware stores. The staff is always there to help. You dont have to hunt around for an employer for an hour when you are looking for something. If you have not shopped there you need to.

I was looking for a gas powered weed trimmer for my son in law birthday. Aside from the research I did prior to coming to the store, I know very little about yard tools. Stacey who assisted me was able to answer all of my questions and make recommendations without making me feel pressured. He went over and above with customer service.I went with the Stihl gas weed trimmer based on the brand quality, good reviews. Price and Staceys recommendation.

Best hardware store Ive been in a while and I was just at Home Depot.The employees here felt like family and helped swiftly and accurately. Hands down best service, I returned tonight to buy some valentines lights and the woman that helped me price them, remembered me instantly and acknowledged our interaction last time I was here.I will definitely recommend and come back.Very clean and professional.

Had what they said they had over the phone, great old time values and customer service skills you only dream about in todays world!

SHAME SHAME on Trinity Ace near 308th Federal Way, WA. I went their 3 times to get a part ordered but the third time the clerk told me to stop talking. I DO NOT allow anyone to talk to me like that! I will NEVER go there again and I used to all the time. Ace allows non disabled people to park in disabled spaces. It happened three times in the short 5 minutes I was there. What is going on with that store that allows their employees to disregard a common sense of decency? When a clerk is rude do they really think a customer is going to drop a dime?!I have read other reviews and I guess Im not alone in this. Complete disregard for the handicapped. Maybe it is a filter down from owner. They may very well continue as they do because the prices are very high big profits dont need more customers. Ok I will spread the word about the handicapped and rudeness of employees. All true and I swear to it. To the person who couldnt return a plumbing tool for defect due to package being opened: Im sorry they treated your wife shame shame. How does one know if the product is defective if they dont open it. ESP! Duh the store is stupid stupid stupid.

Nice customer service people are friendly and when I go there I always get what I need to take care of my projects

Just a small store with limited selection. Should meet most gardening needs and small home projects.

What type of hardware store closes at 4pm on a Sunday? Looks like Ace doesnt want my business, going straight to Lowes next time.Update 09/24/21: Decided to give my local hardware store a second shot— brought my empty propane tank to work, planning to get it refilled for my bbq to kick off the weekend. So I swing by at 6:10 pm on a Friday after work and even to my surprise was faced with a locked gate at the parking lot. I have an office job and I work later than a hardware store? How does closing at 5:30 on a Friday make any sense?If the independent store owners do not want to be in the retail business then sell and get out. Stop wasting peoples time. Staying open till 7 is not too much to ask for a hardware store. Owners obviously have no clue how to run a retail business, its not supposed to be a 9 to 5.I gave two stars in the last review, now down to one. Wish I could give zero.The Northshore Ace near HK market is a much longer drive for me, but Ill be going there instead until Trinity Ace goes out of business or gets bought out. They actually know how to run a business and serve their customers.

We’ve shopped here a couple times and have consistently received great service and have been greeted as soon as we have walked through the door. The first was a sink leak and the gentleman (I forgot to get his name 🤦‍♂️) got us going in the right direction with what to use to fix the leak. No problems since. Avoid the huge box stores and shop here! We need to keep theses guys in business before Amazon takes over the world.

Great customer service. I love the cashier she needs a raise. She always has a smile and very helpful.

Its loke a kids pretend version of a real hardware store. Unlikely to have everything need to take on any project or repair.

Havent been to an Ace Hardware in a long time. Very nice in there. Friendly staff

Great small business Excellent customer service..

I had a bracket for a shelf that was completely bent. I brought it in and asked Tony at customer service about a replacement. He pulled out a pair of needle nose pliers and worked some magic. Saved us a bunch of hassle and money! Love Ace, been a customer for years.

Friendly and very helpful.

Outstandingly clean, well-stocked and super helpful staff.

I was at your store recently and Tony helped me with few items. Tony was very knowledgeable and friendly. Tony gave a VIP service and made my visit to your store very pleasant. Thank you for having Tony at your Ace Hardware Trinity store. Thank you.

Great store for people that know little about home improvement but willing to try.Staff is available and willing to answer any Q.

Friendly atmosphere. Great service

Clean. Set up to support social distancing. Well-stocked. Staff members are friendly, knowledgeable, helpful, and professional.

You get better help at Home Depot. The staff and owner are rude, combative and dishonest. Don’t waste your time here

If I could rate less then one I would. I desperately want to support my smaller local business’ rather the Lowe’s or Home Depot as a home owner so I’ve tried time and time again to test this ace out as well as my husband and we’ve always had negative experiences whether it’s asking a question and getting rude answers or Plants never being alive to purchase. I shopped at Ace in Burien for 6 years with zero issues. I’ve been here 3 years and after today I will avoid it from now on. I can say that Ace phone customer service line is wonderful and it’s really unfortunate that this store is allowed to be under the Ace name. This store does not value the customers and if your going to obtain a customer service job then please work on your people skills.Further more review the company wide return policy instead of making up your own rules.

Tony was a great help with a good humor about him. Also handy with additional information! Thanks Tony.

Always willing to help

Always there to help. Great inventory.

Great convenient hardware on the pricy side for some items, but close to home and no crowd.

Received wonderful service at this store. Didnt browse like I wanted to as have back issues, but the store seems to be well stocked and nicely laid out. Again, we had wonderful assistance. Will recommend and return.

Unlike big box brothers I was so happy to see this store arrive. With the closure of Ace at Redondo I was very saddened and force to use you know where. What is great is at least being asked how can we help you?. And yes, the prices are a bit high. I want to support locally owned stores and have been missing Oriental Gardens at this site.

I understand that we are in the midst of a global pandemic, but if you cant handle the pressure of serving the public at this time then maybe you should opt to stay home.I am considered an essential worker. I work maintenance at an apartment complex. On 5/17/2020 I visited the Federal Way location purchase some tools that I need for my job. I have been in this store several times with no incident but this time was different. I was followed and harassed by an older bald man with a goatee. As Im shopping and comparing prices he informs me that I need to keep moving, continue shopping, and leave the store. I was shocked. He seemed to be interacting very amicably with other patrons but I was asked to leave the store because I was taking too long. I had not been in the store very long at all.So, I left and went to Harbor Freight were I found everything I needed at much more reasonable prices.

Asked if I could be helpped finding anything, I said yes, Im looking for X and the guy replied curtly were out just like everyone else! I was like, oooookay, not what your website said but sure. Was then derided that the website doesnt say how much is in stock at any given store (it does) and then told and I quote The website doesnt update daily then, sweetheart.Like what the actual? Never been treated so rudely in my life for no reason.Wont be shopping here again ever!

Love Ace Hardware! Tony was fantastic and so much help with my project!

Small hardware store with everything you need. Great customer service.

Tony was Super Amazing and Helpful..Thank you Tony very much...keep up the good work

The people here always have an answer for my questions, and are very knowledgeable about a bunch of different subjects ranging from painting, to gardening to home improvement.

Only experience with them was picking up ice melts they had a lot in stock kind people

Friendly customer service most of what you need at fair prices

It was nicely decorated, but things were hard to find organizationally speaking. The store plan didnt flow together. Website was incorrectly listing items in stock that were not in stock.

This store is great. Its small but it usually has what you would expect at Ace. The staff is super friendly as well.

Staff was helpful.

This place or location doesnt exist anymore. Okay i guess google needs an updated location since it told me to go to 320th near I-5 where McDonalds and UWMC is across from Target?

Its close and convenient but the prices are very high.

The goods are much more expensive than in other stores.

Ace is convenient, if a little pricey. Nice staff, very helpful.

Go to Lowes or home depo highway Robbery

Terrific experience. The manager was very nice and helpful. You get the friendly atmosphere you just don’t see in big box anymore. Prices are real reasonable because they still have the buying power being an Ace Hardware.

Ventured away from the big box stores in hopes of a more personal experience with what I was looking for. Everyone in the store was helpful polite and interested in a good outcome. Yes, the local hardware store may be slightly more expensive, but then maybe 20¢ it added to my overall order was more than worth the courteous staff. I am not sure that I would’ve gotten what I needed without them. I look forward to coming back often.

Love the layout of this store. Items are easy to find, and the employees are helpful and seem to LIKE being there!!!

Just found this little store nearby my house...way more convenient than shopping the depot or lowes....with friendly staff too

Very nice store with a friendly staff. Much more convenient than going 3 or 4 miles north or south to Lowes or Home Depot. Priced competitively on name brand merchandise. My first choice.

Very helpful staff. Very clean store too.

Good customer service and very clean. I know its still pretty new, so go check it out Federal Way! Its better to support local businesses instead of Lowes or Home Depot.

Its kinda disorganized looking. The people working there are helpful for the most part.

Went to buy nitrile gloves some guy named kevin verbally attacked me as soon as I walk through the door.

I love that its close to my home and the people inside working are very nice and help you when you ask questions about projects you have to get done around the house they answer to the best of there knowledge

ACE is a pretty good Hardware store. I wish they were open Sundays but respect that their employees have it off.It really convenient for me to stop by after work..

Friendly, wonderful service. Love ACE for quick stops or browsing for plants, and most of my hardware needs (light bulbs, batteries, plumbing, electrical), painting and repair supplies, and seasonal items. Hate having to go to big stores like Lowes and Home Depot, and no one around to help out. So glad we have ACE back, after losing the one on 272nd.

I love this place! Very personal. Stacey was there to greet me at the front door and help me find everything on my list! So nice too! I hate home depot and lowes. No one can ever help you😢

They were very helpful, gave me one-on-one attention and helped me figure out what I needed.🎶Ace is the place with the helpful hardware... 🎶 Person :-)

Friendly, knowledgeable staff. Great to have a local hardware store.

If I could give ZERO stars I would. The employee and the store manager both discriminated against me because of my medical condition condition. Despite the Governor granting those with medical conditions an exception!If I had the financial resources I would be suing them for discrimination.

Always friendly and helpful!!

Friendly old school type neighborhood hardware that has everything you need at great prices!

Great Manager there. Awesome service!

Dont go here if you are concerned about the Covid 19 virus. The owner stands 2 feet away from customers talking in their face with no mask on even though the customer had a mask. The person at the cash register gives you a dirty look if you are wearing a mask. When the lady ahead of me asked for hand sanitizer after getting her credit card back, the clerk gave a nasty comment about the governor and how this is all a hoax. I have been a supporter of this small business since they opened, but now I will never be back.

This Ace Hardware store is long overdue in this neighborhood. The staff was soooo friendly and helpful. I got everything I needed for my lawn and raised vegetable garden project. Thanks so much for all your help, Trinity Ace Hardware!! And the neighborhood welcomes you with open arms. :)

Friendly staff were able to answer all my questions quickly and accurately prices are decent.

Great selection, very friendly staff.

Oh Yes it is not a huge store ~ I love that!Customer service is on the spot!!! Ill go back for indoor plants and outside plants next time😃 They have a nice paint centre too!

Love these guys! Im new to the area and their team knows their stuff and quick to help

Great ppl fast service and cheaper then depot

I was given medical advice by the cashier. Sad to see their store policy not allowing for people with medical disabilities into their stores.

I needed a key fob for my Dodge Ram and Batteries Plus was a joke and so were several other places, Lowe’s, but Misty at Ace is the master, so if you need a new key fob or key made Misty at Ace Hardware across from Federal Way High School Rocks, so see her . I hope I didn’t get her name wrong, and the other people at the store were also awesome.

I love this store, Im disabled and the employees will go around the store and get everything I need and bring it to the register so I dont have to go walk around to find it, I will go here for all my hardware needs, 10 Stars for this store, Thank You 💋

That the staff there (especially Melody) R very Professional and knowledgeable 👁️ve never had a bad experience, and look 4-ward 2 visiting them whenever 👁️m in need of Hardware or Vehicle accessories !!

Very well stocked store. Has the new sliding racks, so they can stock more items. Staff was helpful in pointing me to the correct aisle.

Thanks Ace- so knowledgeable and helpful.

Nice new hardware store near downtown Federal Way. Needed paint for security door and was shown what paint and tools would be best for it without having to ask. Also saw reasonably priced hummingbird feeders for once and bought one of those and nector. Friendly woman at cash register also.

Small box store, convenient, very helpful knowledgeable employees

Nice store good associates

Does have some stuff just not all of it

Staff was super helpful and even made me laugh 💯💯❗❗❗

It was my first time to shop in this store. The employees in this shop are very good especially the cashier the welcome she gives you will never leave the store without buy something I will tell all my friends.😆

Great people you get the help you need right a way to very helpful and the always have smile is like home feeling I always go to ACE HARDWARE NOW and is like at 2 minutes from home

Very kind staff

(Tried to make it there twice this week BUT they close at 5:30pm, and open mid morning..Unfortunately they close shop before 90% of us can make it there after work. Which makes the store pretty much pointless. It’s like the owners of the store or doing whatever they can to not maximize profits, maybe a hobby biz?)

Very friendly and helpful staffs with an experts knowledge.

So thankful to have this Ace store close to home. Service is always friendly and helpful. Great addition to the neighborhood.

Ace is a great place to go when you need tools or parts in a pinch. Although they dont have as much as the larger stores, Im always pleasantly surprised by their selection.

Super Helpful staff, great selection of supplies

Good store and staff. Wish they had lumber

Nice new store, well see how you do. No great price saving, was looking for more for a grand opening. Didnt buy anything.

Love the new store!Fully stocked, organized, and a helpful staff that knows what you are talking about. If they dont have it, they can get it...

They had things that Lowes and Home Depot didnt have. So far Im very satisfied!

Went to extra effort in assisting me with my purchase today and carried it to my car and pet my dog who was in the car...Overall this Ace is very customer service oriented and I enjoy going there.🐶