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Ace Hardware Complaints 256

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8:07 am EDT

Ace Hardware do not honor their guaranty

I recently bought an ace brand snow shovel because of the no questions asked policy. Well my shovel was cracked and very worn so I brought it to scarborough me ace hardware and had one hell of a time to get an exchange, after fighting with management saying nothing was wrong they finally gave me the cheapest shovel on the rack and ashured me this would be the last time they would do this. Im very dissapointed in is store because I use them alot for other needs but after this I will drive 15 minutes longer and buy at a store who will honor their guarentee.

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9:47 am EDT

Ace Hardware stay far away from brandywine ace hardware

Brandywine ace hardware in pocopson (Chadds ford, pa) is a great hardware and paint store. They should stick with what they do best. I made the mistake of sending in my hustler fastrak mower for std. Maintenance, in response to an ad they posted in the local paper. This is the email I sent them (To which they did not respond) : "over a month ago, in response to a local newspaper ad, I had my hustler fastrak mower taken into your power equip. Shop for std. Maintenance. It had been maintained by power pro, but I mistakenly assumed your power equip. Dept. Was on a par with your well-run lawn and hardware store.

Prior to leaving on a vacation on 3/26, I was told the unit would be picked up on 3/24, maintenance performed, and the mower delivered upon our return on or soon after 4/7. The mower was picked up (After 2 follow-up telephone calls from me to find out whether they would, in fact, pick up the mower) on the 3/26. I had received no calls initiated from your dept.in regard to the delay.

I waited a week after our return to call about the mower. I was told"melissa?"would look into it and call me. She did not call me. I called back and after lots of paper shuffling, was told I was"10th in line to be repaired, and I would be called when it was ready, the guys are busy, the guys are working as fast as they can", and bunch of other similar crappy lines.

Another week passed and no call. I called again and was told pump filters had to be ordered. I asked when they were expected. I was told by the same female employee, she would check with the parts mgr. And call me back. No call back was received.

More days passed. I called again and spoke with bob, the newly installed department manager. I asked what was the problem with performing the maintenance and whether I would get better answers from the owner. He assured me he would handle the matter and then I could take it up to the next level. Yesterday, bob left a message informing me the filters have arrived and the unit should be done yesterday.

I have not heard back from bob. I am taking this to the next level.

The unit had been maintained by power pro.in response to your ad and generally good reputation, I gave the unit to you to maintain. There are at least 2 nearby hustler dealers who probably would have lent you the 2 filters. You may have had a new hustler unit in stock from which filters may have been borrowed.

I have had to have my rather large lawn mowed twice by contractors and have had to pay an unexpected $100 for the service. (Service by the way is defined as variously as: 1. An act of helpful activity; help; aid: to do someone a service, 2. The supplying or supplier of utilities or commodities, as water, electricity, or gas, required or demanded by the public, 3. The providing or a provider of accommodation and activities required by the public, as maintenance, repair, etc. : the manufacturer guarantees service and parts, etc., etc.)

I do not care for circular definitions but, I am sure you get the point. I am in a service business, as are you. If I cannot provide a certain level of service which is expected by my customers, I will lose them as customers. There is simply too much competition in my business and yours to expect customers to tolerate the level of"service"I have received from your power equip. Dept."

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10:35 am EDT
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Circular appears in june 1 newspaper and indicates that "sale runs now through june 14th, 2010. " when I visited the store, they indicated they could not give me the sale price until wednesday, june 3rd, because the circular is distributed two days before the start date.

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1:30 pm EDT
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Ace Hardware drunk employie

I did not like the way this employie was talking to customers he was real short and was kind of yelling at the customers, getting inoyed with anyone who asked him anything. His face was a mix of yellow and bright red (I think from the alcohol I smelt when it was my turn to ask him!Then it all was clear this guy does not belong in customer service, , I will never shop there again!

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1:26 pm EST
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Ace Hardware misleading information and terrible customer service

I ordered an item on Ace Hardware internet site. It was to be delivered to a store. I got an e-mail message advising me that the item was shipped and if it was to go to a store it "is" at the store. Went there, no item. Called the Ace Hardware helpline. "Tim" advised me that the e-mail message Ace sent me was inaccurate and that nothing could be done to assist me except continue to contact the store to which the item was to be sent. No supervisor was available to speak to and no other individual would be able to assist me, according to Tim.

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Stephen Kennedy
ID
Jul 18, 2012 10:01 pm EDT

Ace Hardware in Indonesia is a big joke, the custurmer service is very bad no one speaks English and if you cant find what your looking for forget, its like being lost in a jungle and talking to monkeys to find your wway out. they dont have a clu what any of the poducts are or how to use them. Every American in Indonesia should stay clear of any Ace hardware store. I`m very sure the company is lossing lots of money because these Indonesian people are running these stores.

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3:39 pm EDT
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Ace Hardware refusal to return

I purchased a Grinder/sander from Ace on Tue. I tried it for about 15 min. and found that it was not what I needed. The very next day, with receipt in hand, I went to the store to return the item. I was told by "Mark" the store manager, that I couldn't return the Grinder because,
" What am I suppose to do with it? You used it, I can't sale it as new... It's like if you bought a stove, and tried to return it. I can't return that item. " I told the manager that I used it for approx. 15 min. I determined that it was not what I needed. He repeated, hollering from the raised Manager's perch across the store. " What am I suppose to do with it? "
I told him, " I guess you can do the same thing that I will do with it... nothing. I can't use it!"
I said, if I had bought it at Walmart, I could return it, no questions asked.
He repeated, "What am I suppose to do with it?"
He may have kept my 59.00, but I assure you that he lost ALL of my future business.

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Aceemployee
Milwaukee, US
Jun 03, 2013 1:00 pm EDT

I completely agree with Logical21. The store does not revolve around you. You can't 'try' a product and when you do not like it return it. That's $60 dollars that the store would lose just because you didn't "like" it. Things would be different if it turned out to be defective.

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kevpDIY
Redmond, US
Oct 08, 2010 3:46 pm EDT

I recently purchased a Vermont American glass and tile bit from ACE. The bit failed after my 3rd hole in standard ceramic tile. So, I took it back to the store about 3 days after purchase - they refused to exchange or return it without a receipt. My receipt had fallen out of the bag - so I went home, found the receipt and then retruned the bit. The exact same sales person served me, admitted to remembering to tell me to go home and get my receipt, and then refused to accept the return. I asked for the manager - and I got the owners dad who proceeded to read me the riot act about how he worked in construction for 30 years and there was no way this drill bit had failed - he then handed back to me, told me he wouldn't take it back and turned around and walked away. After 15 years and literally thousands of dollars I've beuisness to Ace Hardware stores in 4 states, I'm done. You'll never get another cent ACE.

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Logical21
Mercerville, US
Dec 23, 2009 12:10 am EST

Using things and returning them is called renting. Purchasing them is keeping them forever. If you want to try, rent. You obviously do not own a business. What if everyone used items and returned them. Sent their food back to the chef? Didn't like the quality of a product? A store returning an item is like "them buying it from you." You are not forced to buy it from them, so why should they then be forced to buy it back from you?...in used condition? You didn't buy it used, why should they?

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10:30 am EDT
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Ace Hardware manager's scam

One sunday afternoon during early summer I was in the local ace hardware to purchase several chore items — garden hose repair and sprayer, bug spray, septic tank treatment, etc.. I had several items in my cart when the manager asked if I had found everything I needed or if he could help me. I told him I was having a smell coming from my septic tank or lateral lines. I had already picked and item and had it in my cart when he suggested another item which he then explained was better more pure hence would work better at reducing any septic odors. He then took me back to the isle and location where the products were and the item he suggested was empty and he then immediately said he had more in the stockroom to which I replied the type I already had in my cart would be okay with me. He then told me how much better the other product would work. Well, ok then I thought yo myself as I agreeded, and he then asked for my id because he said he needed to record who bought this item as it was on a dea list. I now think that I can not back out of buying item or I will look guilty — no problem — I was using it for a valid reason. I then asked about some tractor door molding which I had a small piece. I showed it to him and he said he had and exact match. I asked where it was and he directed me to an isle which I had already searched. He told me it was there and to look again while he took my id info so I would not have to wait during checkout. There was no molding similiar to what I needed and a younger man even told me there was not any molding close to what I was looking for. When I went through checkout the manager has brought two bottles of this septic cleaning item — whats this? I only wanted one at which he seemed to act if one was not enough — well I only got one. Then as I was leaving the parking lot two police cars immediately stopped me, looked through my truck and started asking questions about making meth. After I explained why I bought it and was on no type of drugs they sent me on my way. When I told them the manager suggested it and was not happy about it they stated the manager was just doing his job and we then departed. I have thought about this for several months and it still bothers me because — I already had a different product in my cart when he suggested an item that I had not seen nor asked about and was not even on the shelves, which he had led me back to — he sold this to me as if I would be sorry if I bought something else. He lied about having the tractor molding to stall for time to call local law enforcement. Tried to sell me double the amount I agreed to try. He was trying to set me up or something. Why? I guess the little runt could'nt get a job with real law enforcement or it may be because I had one time bought some foaming sealant which was bad, so I had picked some up at wal-mart (ace was closed then and I wanted to get my job finished) and I wanted a refund not more sealant. I had my receipt which I had paid regular price for but they were now having it on sale and he only wanted to refund via sale price and not the full price I had paid. For some reason several people who were in line behind me voiced their opinion-= agreeing with me. I think it embrassed him. Anyway I have not and will not enter that store again and if I should see him somewhere I will not touch nor impead him in any way, call him any nasty names or reference his family in any way but I will tell him what an a* he is. Yes I will oh, and yes, because of this staged incident at the claremore, ok. Ace hardware — I still have the septic line cleaner, I never used the product and it is unopened. "you are a man of no character and must think little of yourself

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3:14 pm EDT
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Ace Hardware poor quality

I recently bought a long handled shovel at the Firestone Co Ace Hardware store. When I tried to use the shovel, it was so flemsy that it was barely usable. It is supposed to be a hardened and tempered shovel, but was of very poor quality. My work background is over 30 years as a manufacturing engineer and tool and diemaker, so I know something of metalurgy and hardening of metals. When the shovel proved to be unsatisfactory, my intention was to purchase their most industrial grade shovel, and return the shovel I had for
credit against the more expensive shovel. The customer service rep at the store refused to do anything on my behalf, despite my belonging to there regular buyers value club. I spend money regularly at this store for assorted houseware items, and will no longer do business with them. When I contacted the corporate customer service, they as well had no interest in standing behind their product. Let the buyer beware when dealing with the Ace Hardware company.

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6:10 pm EDT
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Ace Hardware ace hardware won't honor rebate advertised

At a price $47.99 for Scotts fertilizer Ace was the highest price in town. But advertised as $37.99 after a $10.00 rebate it was the best price in town, and so I purchased 3 bags.

As required I filled out a rebate form very carefully, paying attention to enter correct UPC code, the brand name, and number of bags, etc. Having purchased three (3) bags with a $10.00 rebate per bag I was entitled to a rebate of $30.00 total. And I made a digital copy of the form.

However, Ace wouldn't honor that. They sent a rebate check of only $10.00. I've been haggling with them over the web for 3 weeks now. I've had 3 different people email me the rebate would be sent to me. NO check. All I get is lame excuses and their website indicating "scheduled for final processing" but nothing happens. They just emailed me a new tracking number in which I cut/pasted it directly from the email and there is no such tracking number on their system.

I'm just getting jerked around by their corporate office.

Ace Hardware rebates are a ripoff.

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angry20101
Connellsville, US
Jan 13, 2012 4:55 pm EST
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acehardwareoutlet.com 4, 205 seller ratings New No tax + Free shipping $19.79 $19.79
Homebasix FWB-27X64 - 27"Wx64"H Faux Wood Blinds Wht
When I placed my order i was going to be charged shipping. I contacted the company by email asking if I needed a code or something to deduct the shipping. Ace Hardware replied back, said It seems there is some technical issues with google as this item does not qualify for the Free shipping. I requested the free shipping should be be honored. Ace Hardware replied back, We sincerely apologize for the wrong advertising on Google, but unfortunately we cannot offer Free shipping on this item. Makes me made that I had to enter all my information and see Ooops, by the way shipping will be $100! Hello!

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honeybeerose
US
Jun 17, 2010 11:50 am EDT
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I filed a rebate online. It showed the rebate without me having to enter anything along with the sku. I got a postcard saying it was invalid because the sku number was not found. I would have probably thrown it out thinking it was junk mail except for the fact that an employee at ACE said to look out for a post card because most people complain that they never receive the rebates. I called and they asked me to give them the sku from the receipt and said something about that they didn't scan the card properly when I bought it... which makes no sense since the number is on the receipt and the rebate was in their system. He said the rebate is now valid and they're processing it. Something is definitely broken here or they are trying to scam people into not receiving these rebates.

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12:51 am EST
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Ace Hardware poor customer service

Ace Hardware online store lacks adequate organization and follow-up customer service. I order a product to be shipped to a local Ace Hardware store. The product arrived within three days but was short two items of the sixteen I ordered. The incomplete order was reported to me by the local retailer. The trouble started when I tried to get the remaining two items in my order. I was told by the "customer service" person on the phone that the issue had been referred to corporate for further research. Ace Hardware could have simply called the store they shipped it to and confirmed the incomplete order. Instead, though, they treat the issue as though I am the one claiming they failed to fill the order. They have so far refused to call their own store and find out what was shipped. To date I haven't picked up the incomplete order. There is a complete disconnect from the people who field the phone calls and the people who fill the orders and make sure everything is done right. I'll never order from the Ace Hardware online site again.

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cpn
US
Feb 26, 2016 4:52 pm EST

Location in Greensboro Nc, at Randleman rd and Vandalia Rd. The workers are very unfriendly and not helpful at all. This has been the case on several visits.

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Reviewer69365
Oct 18, 2015 9:44 am EDT

I buy at ace hardware Valenzuela, the cashier was very slow. Then I asked a promodiser if that cashier is a trainee, He said, the cashier is a regular. Then I decide to walk out the line and not to buy that item, coz i waste such of my time waiting to be transac by that cashier, then I ask again the promodiser if that cashier is always doing that kind of slow transaction, why you guys tolerate your staff like that, as far as I know the name of that cashier is Len, please fix it up as fast as you can.

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Prunepits
Green Valley, US
Mar 02, 2011 8:49 pm EST
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I wonder if anyone else has had the same uncomfortable experience I have had while shopping at my local Ace Hardware. The staff there seems very paranoid and aggressive and treats every customer as if that person was stuffing stolen merchandise into their pockets while staff's back is turned. I want to be treated like a customer and not as a rip-off artist. I am so tired of it I wrote the company today. Anybody else had similar treatment fromthem?

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unhappy customer
Temecula, US
Apr 11, 2009 8:24 pm EDT

We had gone into Ace Hardware not once but twice to get a couple bags of Traeger pellets for a grill.and twice they said they didn't have any in order. What they didn't do is say...we will try and order it for you. They didn't go out of their way to gain a customer. They told us to go on line to order it and when we did...we couldn't find any information from Ace.
Guess what we did next?
We went to another store! And found what we were looking for. Will we go back to Ace? HHHMMMMMMMMMMMM let's see now!

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7:54 pm EST
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Ace Hardware employee harrassment

Walking into westlake hardware to purchase an item and employee first remarks were what are you doing in here. I purchase my items and am greated with a un professional employee slamming my items on the counter with a hateful attitude, along with my card which I purchased with. Every time I go in there this employee has an attitude and is very unprofessional at her work place. As we were purchasing the items I was talking with my son and a friend that this employee had nothing to do with it makes the comment that "you dont need to f****** come in here. The next day I was told not to come in the store by the manager of the store. I dont understand how that can come about when I was purchasing items and was treated horrible by this employee. It is on going and now that I cant even walk into a store and purchase items because of this employee.

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4:24 pm EDT
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1st denial: & ldquo;items exceeded limit” My response: as is clearly visible on the rebate form, we did not exceed the limit on any item. 2nd denial: & ldquo;ace sku not found”. My response: (a) in my original submission, I had submitted the original upc bar codes cut out from merchandise.in the attached copy of the same, you’ll find 7 upc bar code...

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6:54 am EDT
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Ace Hardware bad service

I submitted a rebate claim online to E-Rebates and received an e-mail verifying that my claim was received. Three weeks later I received a card by mail with this information: 'Unfortunately we could not honor your request due to the following reason(s): 'there are no valid rewards or there is a $0 check reward; exceeds limit'.

I wrote a letter to the address provided on this card: Ace Rebate Processing Center, Resubmissions Dept. 07-79703, P.O. Box 028516, Miami, FL [protected].

The 800 number is the same; I was on hold for an unreasonable amount of time and did not get to speak with a person.

I resubmitted for the rebate offer and provided a copy of the sales receipt, a copy of the mail-in form, the MFR number and the ACE SKU number as requested. They also wanted the card back that they sent me.

Four weeks later I received a second card. This time they claimed not to have the SKU and requested the original sale receipt. I made photocopies and sent the original sale receipt and circled the SKU number with a bright colored pen and included their card again. Three weeks later I received a third card, identical to the second. I took all my photocopies to an ACE Hardware store and asked if and what I am doing wrong. They checked the SKU number and found no reason for rejection. I then requested that the store manager call the processing center to resolve this dispute.

I received the rebate check 2 weeks later, but:

I will no longer shop at ACE Hardware.

I will avoid to buy products from the manufacturer that offered the rabate.

I will re-post this complaint on other sites.

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7:26 am EDT
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I was hired by mr. Turner on 02/26/2008 and let go 0n 03/14/2008. I was in the store looking for an item when I just happened to mention to the employee that was helping me how the company I was currently working for had not given me any hours for three weeks. As it turned out a thirteen year lawn & garden employee had just quit and mr. Turner was desperate...

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12:00 am EDT

Ace Hardware will not honor rebate

Ace hardware will not honor their rebates! On friday, july 29 2007 I purchased a weber grill from ace hardware. There was a $20.00 mail in rebate which I sent in with the receipt and upc code. I wouldn't have purchased this item if it wasn't for the rebate. Today I received a reply stating that that the rebate was invalid because the receipt didn't have the correct date. It was purchased on the first day of their sale. I'm sure of the date I purchased the grill so the date is correct plus the sale price was on the receipt. The receipt's ink was a little dim so they was probably too lazy to even look for the date on it. They know I can't resubmit my receipt because I sent the only one I received at the time of purchase in with the rebate. This all seems like a scam to me since they know 99% of the time no one is going to go out and scan a copy of the receipt for their records before they send it in for the rebate. The main reason I filed this complaint is to get it on record how ace hardware treated this now ex customer. Complaint was filed with the bbb.

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Larry Jones
Jul 04, 2008 8:22 am EDT

In Corona Az Ace sold me a tree, the leaves fell off, tried to replace it with a healthy tree within 1 week of purchase, found out that they do not stand behind all of their sales. At least the other two similar trees I purchased are doing well, but I will no longer gamble with Ace Hardware.

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Clement Milder
Apr 23, 2008 6:21 pm EDT

Please give me the sight for EMail rebtes.

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I recently visited Ace Hardware and now I cannot sleep from the nightmare that unfolded while I was there. The Pet Department was filled with cages of dogs, puppies, cats, kittens, rabbits, etc. They were all sleeping. I clapped at their cages trying for a response from an animal. I barked, meowed and more. Not one animal moved even an eye. Finally a store...

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About Ace Hardware

Ace Hardware is a well-known American hardware retailer that has been in business for over 95 years. The company has a strong reputation for providing high-quality products and exceptional customer service. With over 5,000 stores worldwide, Ace Hardware has become a go-to destination for homeowners, contractors, and DIY enthusiasts.

One of the key strengths of Ace Hardware is its extensive product range. The company offers a wide variety of hardware, tools, and home improvement products, including paint, plumbing supplies, electrical equipment, and outdoor living essentials. Customers can find everything they need to complete any project, big or small, at Ace Hardware.

In addition to its vast product selection, Ace Hardware is also known for its knowledgeable staff. The company prides itself on hiring experts in various fields, such as plumbing, electrical work, and gardening, who can provide customers with valuable advice and guidance. This personalized service sets Ace Hardware apart from other hardware retailers and has helped the company build a loyal customer base.

Another advantage of shopping at Ace Hardware is the convenience of its online store. Customers can browse and purchase products from the comfort of their own homes, and have them delivered directly to their doorstep. The website is user-friendly and easy to navigate, making it simple for customers to find what they need.

Overall, Ace Hardware is a trusted and reliable hardware retailer that offers a wide range of high-quality products and exceptional customer service. With its extensive product selection, knowledgeable staff, and convenient online store, Ace Hardware is a top choice for anyone looking to tackle a home improvement project.
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Overview of Ace Hardware complaint handling

Ace Hardware reviews first appeared on Complaints Board on Aug 5, 2006. The latest review A Mix of Experiences at Woodstock Hardware was posted on May 17, 2024. The latest complaint ace rewards program was resolved on Feb 14, 2018. Ace Hardware has an average consumer rating of 1 stars from 267 reviews. Ace Hardware has resolved 18 complaints.
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  2. Ace Hardware phone numbers
    +1 (336) 998-6477
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    +1 (630) 990-7251
    +1 (630) 990-7251
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    Customer Care
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    Media Manager
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    Director Assistant
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    Customer Service
    More phone numbers
  3. Ace Hardware emails
  4. Ace Hardware address
    2200 Kensington Ct, Oak Brook, Illinois, 60523-2100, United States
  5. Ace Hardware social media
  6. Jenny
    Checked and verified by Jenny This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024

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