Rocky's Ace Hardware

We’ve been loyal customers of Ace Rocky Hardware in New London for years, frequently purchasing supplies to maintain our historic bed and breakfast. However, after our experience today, we won’t be returning.

We spent roughly $150 during our visit, and shortly after completing the transaction, I realized I had a $20-off-$100 coupon. When I asked if the coupon could be applied, the employee, Carmlee, immediately said, “It’s too late.” While initially disappointed, I decided to go back and politely ask for assistance, as I’ve worked in retail and understand these situations can often be resolved.

Carmlee informed us she needed a manager, but the manager declined, stating the coupon had to be presented at checkout—even though I was just seconds too late. Understanding their policy, I said I’d like to return the items anyway. Carmlee’s demeanor changed entirely. She appeared frustrated and visibly upset, ignoring my apologies for the inconvenience. When the return was finally processed, she essentially threw the receipt at us without a word.

We’re deeply disappointed. Times are tough, especially around the holidays, and $20 is significant for our family. What’s more disheartening is the complete lack of respect we received despite trying to handle the situation politely.

Goodbye, Rocky Hardware in New London—you’ve lost loyal customers today.

We had a great experience at the New London NH store with the sales associate Mitch, we were looking for a lawn tractor. Mitch went way above and beyond to help us and understand about the tractor. After purchasing it, he was extremely helpful in getting it in our truck and secured properly. He is a great employee!! We highly recommend that store location, ask for Mitch when you go there.

I drove 90 minutes to get here from our house right after 26 inches of wet heavy snow that took out our power. I called to verify that they had a specific generator in stock. the kind woman I spoke to said they did in fact have that. I asked if they could hold it while I drove there I was informed they could not. I asked if I could pay over the phone, and was once again told no. I was informed I could order online and that would hold it. I ordered the generator online and proceeded to go up there. We finally got there, went in, spoke to a nice gentleman who asked our name confirmed the order and went to get the generator. He came back after 5 minutes and said the one they had on the floor was just an empty box, but not to worry the system said they had another one. He spent another 20 minutes looking for it. He came back and informed me they did not have it and apologized profusely. Obviously I was not happy. What turned this from a 1 star review into a 5 star is how they dealt with it and the genuine customer service I got. He went to find another generator that they had in stock. It was roughly 20% smaller than what we wanted, but our generator had just died so we didn't have much of a choice. That didn't stop them from taking $100 off of the price and loading it into the vehicle for us. They made me feel much better about the entire situation. They even gave me some Excedrin they had, because I developed a migraine. I wish I could do more than this review, and I wish I had gotten the name of the gentleman who helped us, but thank you for making a bad situation much better and manageable.

Excelente lugar para encontrar lo necesario para el hogar. Tienen un amplio surtido de artículos para todas las necesidades del hogar. No tienen ofertas interesantes que valgan la pena aprovechar. La atención del personal es cordial y amable.

Great place if you need something and don't feel like going all the way to Home Depot and navigating that huge warehouse.

Excellent hardware store that has pretty much anything you can imagine: paint, spackle, electrical, chains, tools, cleaning supplies, vacuum cleaner bags/belts, kitchen supplies, outdoor thermometers, etc. All that and a SUPER HELPFUL, SUPER FRIENDLY STAFF who ACTUALLY KNOW where things are and how stuff works! They are never far off and will go out of they're way to help you with anything you need! Worth the drive if you only have a small hardware store. Highly recommend and I've never left disappointed!

This store has become a local store to avoid, a nearly useless place to obtain hardware unless you know exactly what you want. All of the older, knowledge a staff are now gone, seemingly replaced by teenagers and 20-somethings. I went to Rockys at 4:30PM one day this week, and there was a teenager at the register and another one roaming the aisles looking at his cell phone every few minutes. Not once did this kid ask if he could help me. The store manager is MIA. The paint department was shut down with its lights turned off. When the store was Clarke's Hardware, any number of competent staff were right there to offer their assistance. Rocky's has been an unmitigated disaster for New London, the painful result of what can happen when a locally-owned business sees big bucks and sells out to a chain. The community lost Blueberry Bagel to Dunkin, Cricenti's to Hannaford, R.P. Johnson to Belletetes, Clarke's to Rocky's to name a few.

The best stocked hardware store in the area. Unfortunately, all the knowledgeable staff have retired recently. Don't expect any experienced assistance. A sign of our times.

Super friendly Staff!! Always very welcoming and always willing to help out if you have any questions. GREAT SELECTION OF overall Hardware store items. Including grilling and paint needs

I find the customer service here great all the employees are super friendly and very knowledgeable. This store is clean and well organized.

Surprisingly helpful customer service. Went out of their way to order products and search upper shelves for what I wanted.

A great hardware store that may not have 100 of everything but I’d bet they have a few of everything you can imagine. They have a staff they makes every attempt to help you locate things your trying to find, a staff that likely knows your trade or DIY home project. Do drop in and find what home town service feels like, you won’t be lost as often the case in the huge box stores

This is a Store that is Family Owned and Operated in our Small Town. They make you feel like Family when you enter and are always there to answer questions. A nice experience when shopping! Also , there always tends to be unique items here and there, that I've never thought of that ads to the experience.

No better place for hardware in the UV. Go nowhere but here when you're doing a fix it project. You won't be sorry.

Great customer service, staff is very knowledgeable and knows the store. Great place to go for garden needs and more.

The best hardware store I've been to in a long time. About anything you could ever want. If I was closer I'd probably be in there every day .I love this place.

Very helpful staff. Ample parking. Quick in and out. Beautiful store. I love the ace hardware stores. They have everything! I was like a kid in a toy store.

Friendly, well organized, helpful and courteous staff, coupled with high quality products makes for a great shopping experience.

They had the snowblower I called about on hold for me, with batteries charged and ready to go.

Outstanding service by people who know what they are doing. So refreshing to see. They are following covid 19 safety protocols its great to see