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1.3 266 Reviews

Ace Hardware Complaints Summary

18 Resolved
238 Unresolved
Our verdict: If considering services from Ace Hardware with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Ace Hardware reviews & complaints 266

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6:11 pm EDT

Ace Hardware price of valspar paint

My family will NEVER BUY PAINT FROM ACE HARDWARE again in my lifetime!

I went to the Ace in my neighborhood and bought a little sample of a color of Valspar paint to do a small wall with. I later went back to get a QUART of the same color and the same brand thinking that a QUART wouldn't be too much and I admit I was careless to check the price at the time I requested the paint. A QUART of Valspar aspire paint and primer is what she chose with a neutral base to complete my request. At other hardware stores QUARTS aren't that much so in my ignorance I thought Ace would be the same, reasonable... WRONG.

When I went to pay I had the QUART, another sample $5, and a liner tray, .79, and that was it. This came to $28.00 and change! Now subtract the $5 and lets round it off the tray to a dollar and so this makes a QUART of paint $26.00. Yeah, I can do some math, but what is really the pisser is I have been a scenic artist and painted interiors in the off season and I have NEVER seen a QUART of paint for 26. 00!. And, this product gives a big hype for primer, baloney, that's just marketing, it's never performed that well. Guess who is selling GALLONS for that price! That's who will have our business from now on.

Feeling ripped off, wow. And tell your staff to not try to cover up why something is so expensive, they never know who they're talking to and I'm sorry, but the price is just too much.

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5:26 pm EDT

Ace Hardware the store in toledo oregon (97391)

I purchased a drip hose for my garden from the ACE Hardware store in Toledo OR. I unrolled about 10 feet and connected to my water hose. It was not dripping, it had holes everywhere and the water was squirting up and everywhere.
I returned this a couple of days later as they are closed on Sunday and Monday.
It appeared to me the house had been sitting on the shelve too long and it may be dried up.
I walk into the store on Tuesday morning with my receipt on hand and I asked the female clerk to exchange or refund the item as it was defective. She became very defensive and concluded that it was my fault as I did not know how to use it. I dont't
know the clerks name; she an older lady with long grey hair. She turned around and talked to a man that was standing behind her. He said to give me a store credit! I did not want a store credit as I need to buy another dose. I requested my money back. The clerk told me the other man was employed there for 6 years and he knows what he is doing. Again I asked kindly for my money back and she got all upset. Not the type of friendly retailer. The owner happens to be walking in at that time. The clerk told her about the situation, the owner, very disgusted said: give him the money back and let him get out of here. I am a Senior and a Veteran and have been in the Customer Service business all my live. I have never seen any such attitude about a $9. drip hose. I know these stores are not corporate, but someone needs to instruct this female owner on the way to treat customers. This was a disgusting and demoralizing experience.
Ed Haendel/ [protected]@mail.com [protected]

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4:18 pm EDT

Ace Hardware unable to return product

I was unable to return a product with the receipt without giving my personal information. I purchased this product a few days earlier. I am not sure exactly why they were denying me a return without having my address and phone number. Since when is this required to return something? I have the receipt, which also has my credit card info on it, which matches the card I wanted refunded. Flat out discrimination. I actually feel worse for the employee, if this is how they are trained. The product in question was plumbing sealer, which had completely separated and out of date.

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5:51 pm EDT
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Ace Hardware garden center worker

I was in the store and i had a question about some weed killer, so a woman named holly helped me. She was really rude and helped me very little, she had a really really rude attitude and was super snotty tward me. I dont not appreciate the was i was treated, i told the woman the a she snickered and said i could go to a different store if i didnt like it. I have been a loyal customer for over 6 years and I have never been treated so badly. I will be taking my buesiness some where else from now on due to her customer assistance skills.

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1:10 am EDT

Ace Hardware ace hardware freight diesel shipping truck

All my years driving I experienced bad diesel truck drivers and some merge into my lane sort of forcing me to move so they can get in the middle lane to allow drivers merging on the slow lane to have some space. This time around I was in the merging lane and this trucker purposely didn't want to let me in, and when there was enough space for me to merge in front of him, he presses the gas and tries to run me off the road. I move out to the shoulder and he hits my side of my truck on purpose! We pulled over, he admitted it was his fault. Then when it came to dealing with the insurance, he's denying it all and saying it was all my fault that I ran into him! Why would I run into him on purpose with a suv I was in against his big trailer truck! Obviously clear damage to my side of my vehicle and no damage to his truck since his wheel lug nuts damaged my truck and for being ACE hardware employee, that's the kind of employee they have working for them? A dishonest aggressive vigilante truck driver who was having a bad day or lack of sleep and who knows if he actually done this to anyone else before! I have his information and everything so ACE can know about this bad person! I will never shop at ACE ever in my life and I will promote this story as much as I can to not allow anyone else to shop there

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HARRISBURG barb
, US
Aug 14, 2018 1:36 pm EDT

On 8/14/18 at 1:15 pm an Ace hardware truck almost ran me off the road because he was just getting into my lane. What a frightening experience. He was within an inch of side swiping our car. Maine liscense # 30-15970 traveling on 83 south in Harrisburg, PA. Will rethink ACE from now on.

Barbara Haller

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11:18 am EDT
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Ace Hardware propane tank return

Went to the Ace Hardware store in Polk City, Florida, to do a propane tank swap, walked just inside the door with the tank in hand, to ask where I needed to take the tank, was rudely confronted by the asst. manager
Clare and told to take the tank outside, she then followed me outside looked at the tank and because she couldn't see the date, she told me she wouldn't swap the tank, I then went two blocks down the road to a dollar general and was able to swap the tank with no fuss, thanks to your asst. manager Clare I will no longer do any business with Ace Hardware!

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4:18 am EDT

Ace Hardware customer service at store

On Saturday July 21, 2018, I went into the hardware store with a spool from our Black and Decker weedwacker. I walked in holding the spool to show the service man, extremely rude to me, he stated after I asked for another one like this, well what is it and what kind is it. He knew absolutely nothing and could not even tell what the spool was for. My husband sent me up for a new spool. Anyone could tell what is was if they do any kind of yard work and especially if work in a hardware store. So I then just asked to point me to the weedwacker. He pointed and walked away. I went and got the spool and took to market side to check out and make a complaint to manager. I took spool home and of course the wrong one and my husband said on the spool it tells you what kind it is. Now this man should of been able to get and replace this item for me. We live very close and it is convenient to go to ACE. But no more. We will go to hardware store in Sweet Valley. This man working in the store is older with gray hair and beard. Terrible terrible terrible service. And when my husband took back item, his demeanor was worse.

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2:03 pm EDT

Ace Hardware unethical behaviour

7/23/2018 - Stanwood Ace Hardware

My husband went into Ace Hardware to by Decking Spacers. Being a hardware store he assumed your store would carry them. When he asked the worker if you carried them he overheard the manager say while laughing "We don't carry them, we don't have lumber either"

Now I understand not carrying a product but what I don't understand is being downright rude and disrespectful to a loyal customer who shops at your store almost weekly. Unfortunately due to this rude employee, you have lost a customer. I know my business doesn't mean much to you in the long run but you need to be careful or this manager is going to lose you more customers with the blatant disrespect for the people who count on them for help and professionalism.

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9:58 pm EDT

Ace Hardware coworkers affair

I've reported this issue to the store branch but the store supervisor tell me that as long as can't affect to work it's fine for him. But for me im employee also i know the rules amd regulations of the store and the company you cannot have an affair or any love relationship with your co-workers and I know also what is the sunction of the rules if broke by the employee i have the right to choose to be terminated or to replace for me I want to terminate all of the involve in this issue together with the supervisor. I have a evindence to proof that mah statement is true. The branch Ace Hardware Waltermart Taytay Rizal. Branch the Supervisor is Ma'am Grace and the main involve in this issue is Merryl Ogoc and CJ Ayento. I Hope you respond to my concern as soon as possible. Thank you.

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5:10 pm EDT
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Ace Hardware minor repair

I brought a 100 foot extension cord to the Ace Store in Honeoye Falls, New York for a minor repair. I needed to have the female plug replaced. I left the item at the store and was told it would probably be repaired later that afternoon (7/17/2018). I received a call telling me to pick up the item and that it was repaired. The Charge was $15.00 plus tax. This is ludicrous. If I had been charged $5.00 ok. At $10 i would be angry but I would chalk it up to my own stupidity for trusting the store. At $15.00 the store is now charging $15 on a $20 item new. I had the same plug replaced a couple of years ago at the local Home Deport. The store replaced the plug while I waited and did not charge me at all. Although I didn't expect that much service from the little Ace Store in Honey Falls, i certainly didn't expect them to chisel me. I have had this problem in a less pronounced fashion before with this store and overlooked it because the magnitude as not as great. But this is ridiculous. I have no intention of ever returning to that store for a little as a screw. I felt you should know how they represent you so badly.

Just because a store is convenient does not give it the license to take advantage of its customers.

Sincerely
Charles Kaye
[protected]@rochester.rr.om

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Update by Charles Kaye
Jul 17, 2018 5:12 pm EDT

Keep an eye on this dishonest store location.

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4:15 pm EDT

Ace Hardware 5 year warranted spray bottle

I purchased a spray bottle to spray an organic pesticide on my garden plants. When I sprayed, about half way through, the spray bottle would no longer work. I returned the bottle and was given a hassle by the store manager. The managers name was Connor. The date was 7/17/18 at 4:06 pm. the return receipt has JRNL#C75371/1. My customer number is #4716. I explained what was wrong and he left and came back with the bottle. He had filled it with water and proceeded to show me it would spray. I explained that the pesticide had solids in it and it would react differently. He more less told me that I was out of luck. At the time I asked to see the manager and that is when he informed me he was the manager. He called the assistant manager and she reluctantly told him to give me the return. I just wanted to vent as I have never been treated like this at any store. At this point, I have no intention of going back to the store. The item was $7.41 with tax. Maybe you should point out the big picture to these employees. I am willing to travel the extra 15 minutes to Home Depot where I have been treated much better. I haven't returned very much over the years and I can tell you this. When I have returned items, I was never treated like I was today at Cambria Ace Hardware.

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Update by Joe Roach
Jul 17, 2018 4:16 pm EDT

I purchased a spray bottle to spray an organic pesticide on my garden plants. When I sprayed, about half way through, the spray bottle would no longer work. I returned the bottle and was given a hassle by the store manager. The managers name was Connor. The date was 7/17/18 at 4:06 pm. the return receipt has JRNL#C75371/1. My customer number is #4716. I explained what was wrong and he left and came back with the bottle. He had filled it with water and proceeded to show me it would spray. I explained that the pesticide had solids in it and it would react differently. He more less told me that I was out of luck. At the time I asked to see the manager and that is when he informed me he was the manager. He called the assistant manager and she reluctantly told him to give me the return. I just wanted to vent as I have never been treated like this at any store. At this point, I have no intention of going back to the store. The item was $7.41 with tax. Maybe you should point out the big picture to these employees. I am willing to travel the extra 15 minutes to Home Depot where I have been treated much better. I haven't returned very much over the years and I can tell you this. When I have returned items, I was never treated like I was today at Cambria Ace Hardware.

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11:17 am EDT

Ace Hardware my experience buying a bag of sand

This morning, just after 8 p.m. I went to Ace Hardware to buy a bag of play sand. There were only 3 bags left and all had holes in them, which is understandable, as they sit directly on the pallet with exposed nail heads. I went to the clerk at the register and let her know about the leaking sandbags and asked specifically if she would have someone put tape over the holes so it would not leak all over my car, and I asked for it to be bagged as well. I heard her repeat all of these things to the young man in the yard, and she he also asked him to load it for me too, which sounded good, as I'm over 50 and have back trouble. I met a dark haired young man with headphones in his ears at the front of the store. He had carried the bag out without patching any holes, left a trail of sand all the way to the front, and it was spilling out onto an air conditioner that he had set it on. I asked him to cover the hole, but he argued with me that there were no holes, even as sand was still spilling out, which I pointed out to him. Reluctantly, he went inside and got some an Ace sticker and stuck it over one of the holes. I asked for him to bag it. He seemed irritated, but went inside and got a bag and handed it to me, then walked away without helping to bag it or offering to carry it to my vehicle, which was further away in the lot. It was very difficult to maneuver the still-leaking bag into the plastic bag, before I carried it to my jeep and loaded it in the back. This person needs some better training in customer service. Most people I have worked with at this particular store are courteous, but this guy needs to learn some manners. He not only failed me, but he failed to follow all three requests from the clerk. I would have complained to the Ace website, but could find no place for that, so here I am.

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2:40 pm EDT

Ace Hardware racist comments by ace hardware employees

Today Sunday July 8th, at 2pm an Ace Hardware located at 1158 Walnut Ave Elgin, IL 60123 all Ace employees except the cashier were gathered by the screws and bolts section. As I walked towards them I could clearly hear them speaking the following, "they should have never released the Asians from the concentration camps . They should have kept them locked in order to have use them now to build the wall in order to keep all the filthy pieces of [censored] brown people that come to our country." I am well aware we all have freedom of speach, but as a customer going into a business to hear such vile words is not appropriate. Such comments should not be expressed in the work place.

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8:02 am EDT

Ace Hardware greeting

This is not a complaint directly meant for Ace Hardware but retail in general. I posted this elsewhere and copied it.
I'm probably the bad guy but I hate being asked as soon as I walk in the door if they can help me find something. I actually avoid businesses that it is obviously the policy. Ace Hardware comes to mind, fine stores and business but they have always seemed too aggressive in insisting I need help. Most times I'm not sure exactly what I'm looking for. I will actually drive a little farther to get to a store that I feel will leave me to my business. If in the store I will actually play an avoid the help game to see how long I can get away with it, they almost always hunt me down though. A simple hello or a smile and a nod would be adequate to let me know they are there to help

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12:51 pm EDT
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Ace Hardware valspar paint sale?

Hello - I went to my local Ace Hardware in Pennsburgh, Pa this morning to order and pick up 8 gallons of Valspar Solid Concrete Paint/Stain (Color : River Rock) on sale that was promoted in the store and the weekly flyer.
When I was getting ready to check out I was told (with attitude) that the Valspar Solid Concrete Paint was really a solid stain and not a paint and not on sale.
A very basic ACE Hardware "bait and switch" in my mind, disappointing from a store that I have shopped at for as long as it's been open and have opened and use an ACE Rewards Credit Card. The issue could have easily been handled by a call to the owner (Mike Mott) and approval to honor the ACE Hardware ad that said Valspar Paints on Sale...30% off !

You've lost a Ace Hardware and Valspar customer. This should have been simple for Ace to show some discretion and honor or to be more clear in your ads and flyers.

David Bradley - Perkiomenville, Pa 18074

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10:40 pm EDT

Ace Hardware hoarding the compact grocery carts to store their trash.

This is the third time I have wandered Ace hardware waiting for/seeking a small shopping cart for the GROCERY section, because they get all used up, and the big carts are plentiful but too hard to use in the busy store. Ace once again had FOUR of the SMALL carts packed with stuff in their hardware store section. I was so mad I took pictures this time, but didn't bother to talk to them because I already had complained to them in the past about this. They could use one big cart to put all the junk they holding up three SMALL carts in one location alone for, and they have another cart near the back door with paint cans in it. They have also 'stored' empty cardboard/ paper trash in these small shopping carts instead of a trash bin. The grocery store is very busy and their section is empty.

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10:05 am EDT
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Ace Hardware stihl pole saw

I've purchased approximately $800 of stihl products from my local Ace Hardware store. Most recently a pole saw attachment. After taking a day off from work to do the trimming that was needed at my house, I realized that the pole Saw was attached incorrectly. I return to the store only to receive an attitude and bad customer service. When I had requested to return the item in exchange for another one that's when the manager, Adam snapped back at me and told me absolutely not, he said these products cannot be returned or replaced. He told me that he would repair The brand new attachment that I just purchased and hadn't even used yet. I probably would've accepted the repair if not for the terrible attitude that was given to me. As a business owner for the last 25+ years I can say with certainty that if I treated my customers the way I was treated I'd be out of business already. I will no longer buy any high ticket items from the store for the fear that if something is wrong with the item I will be stuck with it.

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Update by James Souza
Jul 08, 2018 11:00 am EDT

Yes, but unfortunately Home Depot doesn’t sell stihl Products .

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5:56 pm EDT

Ace Hardware credit card slide through

I was at Ace Hardware today in Los Gatos. Normally it's the best place around. They seem to carry any and everything, have amazing and knowledgeable employees and all around great place to go. Today I was at the register buying some oil that was on sale and I used my debit card. The back area of the card was pretty worn and had been having problems with it. It would work when you would slide the card, but not the chip method. At any of the other stores recently where I used the card, you insert the card into the chip reader up to 3 times. It will then come up with "proceed with sliding the card through." Well, the cashier told me they weren't able to slide my card, so I asked for a manager. The manager came over and told me if it couldn't be read by the chip reader, then I'd have to use another form of lpayment, but sliding it through wasn't an option at his store. Really? I was able to even slide my card through at the Dollar Store. Besides that, the manager was not at all friendly and didn't seem to give a damn.

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11:35 am EDT

Ace Hardware promoted and advertised 4th of july sale

1. Went to the Santa Paula 93060 ACE Hardware Store on Saturday June 30th at approximately 1:00 pm.
2. Went to specifically to purchase a Weber BBQ
3. There were over 15 employees milling around the store standing in groups talking among themselves.
4. After waiting for 10 minutes one employee acknowledged out presence.
5. None of the Propane BBQ on display had prices marked.
6. Employee #1 went to scan a tag for the price of the BBQ, he then asked employee #2 who did not know the prices. They then asked employee #3 who said they were unsure if the BBQ's were available.
7. Then 15 minutes later employee #1 returned with the price of $499.00 . I was told this was the full price and that he was unaware of the sale or discount that was going on and listed all over the store from 6/27/2018 to 7/9/2018
8. We chose the Weber Genesis II E210 and saw the warming rack was broken on the floor unit. They tried to say that is this is the way it was and we would have to take it as is and it was clearly broken.
9. We asked them to check stock on the unit for a new out of the box that was not damaged. Employee #1 and #2 and #3 all went away to check stock.
10. We again asked about the sale discount and we were told that there was no sale and that the best they could offer us was 8% off the regular list price.
11. They returned with the answer that there was the unit we requested in stock.
12. A manager was called and another 25 minutes to request a delivery date, which she could not specify. we were told maybe Tuesday 7/3 or Friday 7/6.
13. We needed the BBQ by the 4th of July. we live in Santa Paula less than one mile from the store.
14. The local Home depot had the same unit for $399 with free delivery, but we try to support the local merchants.
15. The sale discount was not posted, we did not receive a sale price just the 8% discount. The sale was not honored, the delivery schedule was not organized and was not able to specify a delivery date or time. The employees were not attentive to the customers and in the end the manager had to call a 4th employee to ring up the sale.
Horrible customer service, False advertising on the "Sale" that did not really exist and less than knowledgeable in fact incompetent staff.
Any we wonder why the retail businesses are hurting for customers.

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7:20 pm EDT

Ace Hardware terrible service

I went to Ace Hardware today and I had a coupon of $5 off a purchase of $20 or more and I gave it to the cashier. She took it, entered the scan number in and continued to check everything out. Once she gave me the receipt, she gave me the coupon back saying, "The coupon's date hasn't come yet." If the coupon didn't work why didnt she give it back before so I could find a different one which I did found. I got back in line and asked a different cashier whether I could use the coupon. She said, "I would have to ask the manager..." I thought, I dont have time for this so I will come back tomorrow. The cashier's name is Cindy.

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Ace Hardware Customer Reviews Overview

Ace Hardware is a well-known hardware store chain that has been in business for over 95 years. The company has a strong reputation for providing high-quality products and excellent customer service. Ace Hardware has received numerous positive reviews from customers who have praised the company for its wide selection of products, competitive prices, and knowledgeable staff.

One of the most commonly praised aspects of Ace Hardware is its extensive inventory. Customers appreciate the fact that they can find everything they need for their home improvement projects in one place. The company carries a wide range of products, including tools, hardware, paint, plumbing supplies, and more. Many customers have also noted that Ace Hardware offers a great selection of niche products that are difficult to find elsewhere.

Another positive aspect of Ace Hardware is its competitive pricing. Customers have noted that the company's prices are often lower than those of its competitors, making it an affordable option for those on a budget. Ace Hardware also offers frequent sales and discounts, which further helps customers save money.

Customers have also praised Ace Hardware for its knowledgeable and helpful staff. Many reviewers have noted that the employees at Ace Hardware are friendly, approachable, and always willing to help customers find what they need. The staff's expertise in the products they sell has also been noted, with many customers appreciating the advice and recommendations they receive.

Overall, Ace Hardware has received overwhelmingly positive reviews from customers. The company's wide selection of products, competitive pricing, and knowledgeable staff have all been praised. If you're looking for a reliable hardware store, Ace Hardware is definitely worth considering.

Ace Hardware In-depth Review

Website Design and User Experience: The website design of Ace Hardware is clean and user-friendly. The layout is intuitive, making it easy to navigate through different categories and find the desired products. The search function is efficient and provides accurate results. Overall, the website offers a seamless user experience.

Product Range and Availability: Ace Hardware offers a wide range of products across various categories. From tools and hardware to home improvement and outdoor living, they have a comprehensive selection. The availability of products is generally good, with most items in stock and ready to be shipped.

Pricing and Value for Money: Ace Hardware provides competitive pricing for their products. While some items may be slightly higher in price compared to other retailers, the quality and value for money make up for it. They often have promotions and discounts, allowing customers to save money on their purchases.

Customer Service and Support: The customer service at Ace Hardware is exceptional. Their representatives are knowledgeable, friendly, and always ready to assist customers with any inquiries or issues. They provide prompt responses and strive to ensure customer satisfaction.

Shipping and Delivery: Ace Hardware offers reliable shipping and delivery services. They provide various shipping options, including standard and expedited delivery. The estimated delivery times are accurate, and the packaging is secure to prevent any damage during transit.

Return Policy and Refunds: Ace Hardware has a fair and hassle-free return policy. They accept returns within a reasonable timeframe and provide refunds or exchanges for eligible products. The process is straightforward, and their customer service team assists customers throughout the return process.

Online Shopping Experience: The online shopping experience at Ace Hardware is convenient and efficient. The website is easy to navigate, and the checkout process is smooth. They offer multiple payment options, ensuring a seamless transaction. Additionally, they provide order tracking, allowing customers to monitor the status of their purchases.

In-Store Experience: The in-store experience at Ace Hardware is pleasant. The staff is friendly and knowledgeable, providing assistance and guidance to customers. The store is well-organized, making it easy to find products. They also offer a range of services, such as key cutting and paint mixing, enhancing the overall shopping experience.

Loyalty Program and Rewards: Ace Hardware has a loyalty program called Ace Rewards. It offers various benefits, including exclusive discounts, members-only offers, and points accumulation for future purchases. The program is free to join and provides additional value to loyal customers.

Community Engagement and Social Responsibility: Ace Hardware is actively engaged in community initiatives and social responsibility. They support local charities and organizations, contributing to the betterment of the community. They also prioritize sustainability and eco-friendly practices, promoting responsible consumption.

Overall Rating and Recommendation: Ace Hardware is a reliable and customer-centric retailer. With their extensive product range, competitive pricing, excellent customer service, and convenient online and in-store experiences, they are highly recommended. Whether you are a DIY enthusiast or a homeowner in need of supplies, Ace Hardware is a go-to destination for all your hardware and home improvement needs.

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Phone numbers

+1 (888) 827-4223 +1 (336) 998-6477 More phone numbers

Website

www.acehardware.com

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