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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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7:37 am EST
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Ace Hardware employee's

I shop at my local Ace Hardware several times a week, and usually every saturday.
And EVERY weekend the same two employees (1 male 1 female) are the rudest customer service people I have ever had to deal with!
The only time they speak, it's in a very hateful tone and God forbid if their standing around talking and have to wait on someone, that's when they become hateful and rude!
I always try to spend my money in our hometown to help local economy, and I spend a lot of money at Ace Hardware as I'm in the construction business. But I will stop shopping Ace and I WILL tell every other contractor around our area of West Lebanon, Williamsport, Attica Indiana and all surrounding towns, just how Ace Hardware employees treat good honest hometown buyers.

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6:34 pm EST

Ace Hardware customer experience

I was looking down an aisle for something I needed and the manager rudely asked me to get out of the aisle because the aisle "was closed". She did not say a kindly please or thank you or even asked if I needed help looking for what I needed, she just told me "so can you move out of the way" before she closed the aisle down. I felt so mistreated and unwelcomed where I did not want to buy anything from there. For being a manager you should never treat a customer that way and for me working in customer service I would never treat my customers that way.

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4:29 pm EST

Ace Hardware customer service

Ace hardware in Rio Rancho NM.
Your assistant manager Jacob is a pig and extremely rude. I constantly watched him eyeing my daughter as we tried to shop. I asked them to please stop staring at my daughter his response was if you're not going to buy anything you need to leave. As long as that man is there I will never stop in that store or any of your stores ever again.

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11:10 am EST
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Ace Hardware customer service

Hello
My name is Darlene R. I visit and patronize the Ace hardware located at 1320 Broadway, Gary Indiana 46407 frequently. I am very familiar with the cashiers and the representatives at the store. Today Decemeber 31 2016, I purchased some items. While purchasing the items the cashier and her friend (the other cashier) was very rude to me. Immediately I found the store owner and told them about the problem. The store owner (Kathy) took me back to the cashier area and began to assist me. Kathy then called one of the rude cashiers over to assist her, so I than began to leave. I began to leave the store because the cashier WAS VERY RUDE TO ME IN FRONT OF THE STORE OWNER. As I walked out the door, the cashier began to antagonize me, so I than turned around an asked to have a full refund.

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9:30 am EST

Ace Hardware customer service

I had a problem with christmas lights that my husband brought on black friday. I came in to the store and asked what I could do to repair the problem of the lights been dim. The manager said he never heard of such a thing. He advised me to take a picture and come back with the empty boxes to prove that it was his product. On dec. 24, I came back with pictures and empty boxes in hand as advised. I spoke to the manager again who stated he did not remember the conversation. I returned the christmas lights a half hour later. He keep stating he could not find me in the system. As I was leaving I stated that this was the worst experience I have ever have. He made me feel so uncomfortable. I followed his directions. That is when the store manager to " #### off " and walked away. The young cashier named tom was standing there and advised me that he would tell the store owner what had just happened to me. And he said "sorry about that"
On dec 26, I call the store and left me name with mary to have the store owner to call me and to this day I have not received a return call.
I have always brought our lights at ace hardware. As a matter of fact I think the year before we brought at least 10 new boxes.
I main concern is the way he spoke to me. No one was ever told me to "#### off" before.
I would give no stars if I could.
Avoid this store if you can

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10:08 am EST

Ace Hardware horrible customer service

Walk in to the store in Tempe az
The manager Dave in a very rude matter approached me with a hateful stare and said in a rude way can I help you! it seems that if you wanna browse in a store they label you as a shoplifter and everyone in a rude way aproaches you and harasses you by saying can I help you in a sarcastic tone.date 120816
1805 E Baseline Rd Ste 1, Tempe, Arizona, 85283
The service here was horrible full of hate, that if I was black I could file for discrimination lawsuit.

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9:19 pm EST

Ace Hardware denial of service...

I have been a good customer of ace hardware for many years, but now i must end my patronage due to a series of vital denial of service incidents reported in north dakota. Many of the water protectors at the standing rock reservation report that the nearby ace hardware stores are refusing to provide materials needed for their sustained efforts to stop the pollution of their water supply by oil conglomerates.

Regrettably, i will continue my boycott of ace hardware until such time that they abandon their discriminatory practice of denial of service to our brothers and sisters at standing rock, and i will continue to encourage my 1400+ facebook friends to do likewise.

In solidarity with the water protectors of standing rock,
Michael david melio

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3:48 pm EST

Ace Hardware unprofessional

I went to www.acehardware.com website and found a really nice patio collection. I decided to buy it but first I wanted to see how it looks in real life. So I contacted Ace Hardware customer service and asked which stores had the patio I wanted in stock. They gave me an address, so I went to the store. When I arrived at the place they said that they did not have it in stock and gave me another address. I went there and nothing again. Wasted so much time on this and nothing. Very poor service. These guys cannot even provide their customers with a proper information!

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9:08 pm EDT
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Ace Hardware in appropriate signage by the ace hardware in mesquite nv

Most people know about the Bundy militia that has used violence and media to brake the law, forcably occupying public property, garnishing weapons against public servants, And refusing to abide by the law of the land owing the government millions of dollars. These individuals are now being held accountable for there violent ways, yet the ACE Hardware store in Mesquite NV showed their ignorance on their billboard writing "free the Bundys".
A place of business should not expouse a position supporting individuals being charged with felony crimes.

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Linkin Meeker
, US
May 19, 2016 10:40 am EDT

The Bundy's are criminals. They deserve what they got. It's incredibly clear that they are guilty. I've seen the YouTube videos that they made.

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2:20 pm EDT

Ace Hardware customer service

In the afternoon, on April 14, 2016 I went to the Ace Hardware at 2620 Crenshaw in Los Angeles to speak with the mgr Todd about returning a defective heater that I purchased there and that the manufacturer agreed to take back, absorbing all the cost associated with this transaction. Todd was extremely rude to me and never made eye contact with me ( kept his head down looking at some papers) or allow me to explain my situation and just yelled at me "I'm not taking the unit back!", and just ignored me. I have never felt so humiliated and disrespected in my life. I had no idea that management could be so unprofessional. I'm not letting this go and will not be shopping there in the future and recommend that you do the same.

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11:21 am EST

Ace Hardware taking advantage of customers facing snowstorm: no returns allowed

Hello, I previously wrote to you from your website and received no reply.

My complaint is that in the third week of January, when we were expecting a blizzard in Maryland, I went to Zimmerman's Ace Hardware in Burtonsville, MD to purchase ice melt. I am a 66-year-old woman and did not know how much to buy. I purchased four bags @ $19.99 apiece, one 8-lb jug of Safe Step Sure Paws ice melt @ $15.99, and a shovel @ $19.99.

One of our neighbors used his snow blower to clear our walk and put down his own ice melt several times. We used the Safe Step for our dog and kept one bag of ice melt in case we needed it. My son carried this bag for me, but I left the other three in the SUV because I cannot lift them.

After the storm, I took the three bags of ice melt in my car back to Zimmerman's with my receipt, and a young man carried them in. The clerk who carried in the bags did not indicate they could not be returned. He simply verified to the check-out clerk that I had returned them. However, Zimmerman's would not refund my money. The check-out clerk said the receipt stated at the bottom that no snow-related items could be returned. However, no one had told me this before I paid for the items, so I could not have known before I paid. Customers should have been told before purchasing that they could not return anything related to the snowstorm. This is dishonesty by omission!

The check-out clerk agreed to give me three of the Safe Step in exchange for the snow melt because I cannot lift the snow melt, and credited me with the $12.00 difference. I later found out that this same product sells for $5 less per jug at Do It Best hardware stores and $3 less at Home Depot. Let alone that I could have purchased it for $9 less per jug on the internet!

I believe Ace should have either allowed returns or informed customers that the normal return policy did not apply to ice melt, etc., BEFORE customers bought the items. I also think Ace's exorbitant prices confirm a mentality of taking advantage of customers when they are vulnerable.

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11:06 am EST

Ace Hardware deceptive advertising

Date of incident: 02/20/16

Big sign posted in front window - "ace storewide sale 20% off" made purchase - $115.00 of fertilizer, made transaction, questioned why no discount. told by clerk "oh that doesn't cover certain items". wait a minute - sign says everything is on sale, no mention of exclusions. i'll shop at lowes from now on - so much for trying to support local small business!

Oh yes - been a customer there for many years. no more!

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6:31 pm EST

Ace Hardware bad return policy

Sedona is a small town of @ 10-15, 000 residents. I always do my best to shop locally and support the community. Although the Sedona ACE Hardware store is locally owned ? they apparently have the nasty big city attitude toward their customers. Today, Jan 20, 2016 I went to my local ACE Hardware store in Sedona, AZ. I intended to return some electrical parts that I had purchased there a few months previously. I left them at the counter with the cashier (who was eating a sandwich and seemed upset that I had disturbed her!) who asked me if I was going to get other items today. I said yes and she said to leave everything there and get what I needed. I went to get some plumbing parts and was helped by a friendly clerk. When I returned to the checkout I was told that the manager would not authorize the returned items because it was past their 30 day return policy. I asked to see the manager. After waiting more than 5 min (because it was said? She was helping another customer? I doubt it!) she finally came to the counter and again refused to take back the plastic electrical parts, which were in original condition. I told her I was a regular customer for the past 10 years buying only a few hundred dollars a year and if she did not take back less than $10 of goods that she would lose a customer forever and I would do my best to tell everybody about what bad customer service this store gives. She repeated the policy and I left. Again, I do my best to support the local merchants and will do my best to let residents know when a bad one is among us. DO NOT SUPPORT SEDONA ACE HARDWARE

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8:35 pm EST

Ace Hardware flexible aluminum duct #48551 $8.99

I have no complaint what so ever with Duda Hardware. My complaint is with the aforementioned Flexible duct #48551. The flexible duct itself was well made and easy to install. My problem came when I had tighten the clamps that were supplied in the kit. Neither of the could be easily tightened enough to secure the duct to the outlet of dryer. I finally gave up on them & had to make an extra trip to the store to purchase 2 quality clamps made of metal with a securing screw to easily tighten the clamps on the very 1st try. I would suggest the manufacture that supplies this item in future include 2 quality zip ties so the poor soul that purchases this kit would proud of the ease that 2 quality zip ties would provide. An easy fix for this complaint. I hope Someone will read this and seek a solution with the company responsible for this kit. Thanks: Foster Oglesby

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11:02 pm EST

Ace Hardware craftsman tools

Concerning sears craftsman tools as advertised by ace hardware stores: hand tools can be exchanged under warranty if they have it. no arrangement will be made for you if not in that particular stores stock. further more, a 12 point, 1/2 inch drive, 5/8 inch socket that is broken will not be exchanged for a new one because the part number must match to the old one that you are returning. furthermore, that manager had no interest in the fact that a local sears store was now closed permanently. suggesting to this manager that craftsman tools in-stock may be expanded in order to satisfied more business, quote: "no wall space". three, rather common sockets, I returned today for exchange were not in any way replaced by a rather "stuffy" manager.

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9:20 am EST

Ace Hardware In store marketing

Kirby and Nick Kuklenski, what are you doing? You own this Denver Ace store and 2 others. You are part of an agreement that allows Front Range Installers (FRI) to do In-store marketing at this North Denver store and stores in Colorado Springs. Have you ever investigated FRI’s business operations? Do you know that the marketers in your stores are being illegally misclassified as Independent Contractors by FRI, based on a non-compliant agreement that violates Colorado and federal requirements/laws? What’s more, I agreement and FRIs management violates almost all of the Colorado required clauses and requirements for actual contractors. It’s the same problem for the IRS and their requirements for Independent Contractors. FRI dictates our dates, times and locations to work. We follow your dress, grooming and behavior requirements. We are managed like employees but not paid unemployment or any other benefits like FICA. No tax withholding either. You are enabling illegal business practices to go on under your own roof, and you are supporting an operation that tarnishes your brand, your stores and your integrity. BTW, FRI owes me money for the last work I did and they are refusing to pay. I strongly encourage all consumers to avoid Mile High Ace Hardware and Garden in Denver (near 104th and Federal), Uintah Gardens Ace hardware and Hancok Plaza Ace hardware, both in Colorado Springs.

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8:06 am EDT
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Ace Hardware ace rewards card

Ace rewards card. Ace Hardware stores, Hastings, Mich.. I am a consumer of Ace products for last 50 years and since they have started their so called rewards card I have not received any rewards card money back in the last 3 years. No. 1 they lost my email address. No. 2 the rewards cards are being spent by other people and not the person using the card?. Wonder who's making a killing on this scam. I complained to Ace Hardware's complaint dept. and got the run around again. They will not reimburse me for the past 3 years where they had not compensated me for all the products I buy there. If they don't make it right real soon. I will discontinue doing business there and go to Menards and extra 60 miles out of my way. I will also post on facebook my experience.

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9:49 pm EDT
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Ace Hardware rude clerk

I went into the store to buy 2 plastic wading pools. I stood patiently by the display, near a check-out stand, while a clerk helped a customer get checked out by a cashier. They smiled, talked, and had a good visit while I waited. As they finished the clerk walked nearby where I was standing, so I asked him the price of the pools. He gave me a very irritated look and told me in a very rude manner that I would have to ask a cashier or someone else, he had other stuff to do. If he had given me a friendly, customer service smile, and said I'd have to check with the cashier, then I'd have no problem. But he was very rude about it, and walked away toward the back of the store. The cashier was very friendly and provided me with the store number and the clerk's name, which is LARRY. " The helpful hardware place" indeed. Larry obviously had no interest in what I may have needed to purchase.
I will attatch copy of my register reciept.
Thomas Armour Grass Range, Mt. [protected]@hotmail.com

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1:33 am EST
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Ace Hardware possible fraudulent site

Ordered items on Acehardwaresuperstore.com and then was told that items were not available, but they had already charged my credit card. I requested they cancel the order & give me full refund. They sent me an email confirming cancellation & refund credit. Six weeks later, the refunded credit has yet to appear on my credit card statement. Contacting them is useless, because the call goes to voice mail. My next step will be to file a dispute with the credit card company for the $49 they stole from me. BUYER BEWARE...This Acehardwaresuperstore site may look like an official Ace Hardware site, but it isn't. It is some sort of rip off racket. Acehardwaresuperstore.com is definately a scam site. You WILL lose your money!

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Rumez
, US
Apr 29, 2012 8:59 pm EDT

After charging expensive shipping, they try to convince you they need another 125% because they were too incompetent to include it in their automated checkout procedure.

Attempts to try and get them to waive the upcharge were met with denial that they had any control over the pricing. They don't have a clue.

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ErnstE.
Valley Stream, US
Feb 04, 2011 11:04 pm EST

DO NOT BUY from acehardwaresuperstore.com
poor service, you will regret it if you do.

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Topix Sux
San Jose, US
Apr 05, 2012 10:07 am EDT

This company is a pure con! I am shocked that the Police or FBI has not shut this business down yet! They are in no way associated with ACE Hardware but use their logo and name on their website. It is a ethnic woman who runs this out of a SOD supply office. It is a complete scam! I ordered some furniture from their site, they immediately charged my credit card, and added a huge shipping fee. The merchandise NEVER arrived! When I called to inquire, they were extremely rude and could not even give me a tracking number! When I told them I wanted to cancel the order, the woman just laughed on the phone and said we all ready have your money... too late! Please avoid this company, they are committing fraud pure and simple!

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Kinley2
Fort Smith, US
Mar 05, 2012 9:16 pm EST

Attracts you with bargain prices but greatly overcharge for shipping (I.e more than items cost) before and after placing an order. Customer service/employees who answer the phones are unqualified immigrants pulled off the street. We were lucky to get a refund or at least they said in email and on the phone that we would.

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acontinuousharmony
Roxbury, US
Dec 09, 2011 12:28 am EST

Ditto what others are saying: unresponsive to message sent with order, charged immediately, sent the wrong product a week later, now unresponsive to requests to return the product. This place is a joke. Take your money elsewhere.

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J.D. Unhappy
San Diego, US
Nov 26, 2011 8:10 am EST

This place is awful. Ordered 6 one gallon cans of ethanol they were listed at 1.60 per can on the website. I was sent a confirmation with the cost of the six cans and $25 for shipping. I waited two weeks and received nothing. I called the store to be told I waited for nothing. They canceled my order and wanted to charge me $6.50 per can. They never even contacted me to tell me the order was canceled! The "customer service" guy was a joke. Some Guido illiterate from Jersey Shores! Save your time and money this "store" is not a store.

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twopass
Kaufman, US
Sep 02, 2011 7:11 pm EDT

They advertise items with the wrong SKU number then, overcharge for shipping, If you get an email to them they want to charge for restocking fee and or just stop responding to your email address

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FightBS
, US
Jul 27, 2011 3:56 am EDT

Shady merchant. They advertise a low price, send confirmation email, and promptly charge credit card. Then they ask for more money to actually fulfill the order! Not sure if this illegal, but certainly is dishonest. Steer clear.

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James123455
choes, US
Jun 22, 2011 1:27 pm EDT

I wish I did my research regarding this site. Poor customer service, non-responsive. They were trying to charge me a $20 restocking fee on a $7 item. Then when I requested the RMA number to return the item, nothing. No reply email.

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11:26 am EDT
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Ace Hardware associates

11:00 am oct. 19 at e. flamingo. LV, Nevada . Ace Hardware branch.
Trying to get clamps for Halloween lights. I was waiting for the cashier to finish talking to another guest and another associate was near him. I tried to get his attention but he was to concentrated on watch the Asian from head to toe. Tried to get his attention by say excuse me but no prevail, I was not as hot as the Asian women so I just left. When geting in the car, the ace associate calls more of his coworker to check the asian women from the parking. So no customer service just a sausage fest in this store.

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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

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Website

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