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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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3:04 am EDT
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Ace Hardware product - electric fan and fish aquarium

I am a regular customer of ace hardware in jakarta. When it comes to after sales service the service quality is extremely poor.
I have two complaints :
1. I bought two electric stand fans from ace. Both fans stopped working after a month or so. I gave one fan for repair to the ace service centre. There was no response for over a month despite following up repeatedly. Finally it came back repaired to the service centre. I picked it up and used it for a week after which it stopped working again. I just gave up. Horrible quality product. Horrible after sales service.
I have a fan from panasonic and one from mistral and both are working very well since the last 2-3 years or more.

2. I bought an expensive (the largest size) fish aquarium (brand name boyu). After I filled water and put the fish in, I noticed that after a few weeks the wooden cupboards below were bloated. The cupboard doors would not open. The wood is of bad quality and cannot take the weight of the aquarium. When I bought the product I had taken an additional insurance from ace. I went to the store to complain. They said they would send someone to check. The next day the store called and said they would charge us a fee for coming to our place to survey the aquarium. Shocking! You sell a poor quality and bad product. It is covered under insurance and you want to charge the customer to come and check it?

Extremely disappointed with the quality of the above products and the quality of after sales service. I have sworn I will never buy any electronic item from ace.

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5:29 pm EDT

Ace Hardware false/misleading advertising

I received a sale ad for Ace Hardware last week, and on the front of the advertisement it says save now through July 9. In the ad there was a Craftsman 6 Gallon wet/dry vacuum for 39.99, however at the checkout it rang up for 59.99. When i asked the clerk about the price difference we looked and they did not have the flyer that I had received at home but I needed the vacuum and asked him "if I go home and get the flyer will you give me back the price difference." He said of course they would. Well I went home and got the flyer and returned to Ace with the flyer and the employee at the register told me that the ad was not good until next week. I told her that nowhere on the advertisement does it say it was no good until next week so she called the manager. The manager came and told me that the sale didn't begin until June 26, 2018 and I told me that he could not do anything about it. I had the ad with me and it clearly says right on the front SAVE NOW THROUGH JULY 9 and no where on the ad does it say that the prices are not valid until June 26th.

The only reason I went to Ace was because I needed a shop Vac and it was advertised. I should not have bought it when I found out it was $20 more than the advertisement said, but the clerk assured me that if I could produce the ad they would make things right. I went home and found the ad and when I went back to the store I was told that the the ad was not valid until June 26th and he would not give me the difference back and that is says right on my receipt they only do exchanges not refunds, even though I had the advertisement showing the sale price and saying SAVE NOW they would not honor the ad. I have have found out Ace has no honor and I will never shop there again.

What I would have liked is the manager to have apologized and given me the refund of the difference, but instead he basically told me I was screwed and that he didn't care.

As for a resolution I would like to return their shop vac, and the other items I purchased sometime next week when I have time to drive over there again for the third time and I want a full refund. I would have never purchased the item if I would have known they would not honor their advertisement. I would also like an apology for first for telling me that if I had the ad they would make it right, so I went home and got the ad and brought it back, and then telling me they would not honor the ad because it was not good until next week even though no where on the ad does it say that. Lastly I want off of there Ace rewards membership list and to never hear from them again.

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11:36 am EDT

Ace Hardware provo utah ace hardware store.

Purchased an item from them for a toilet repair on 6/20/2018. Hose was suggested by employee as they didn't have the exact size we needed. I purchased a few other items for a new toilet at the same time. I paid Cash, did not use loyality number. This purchased part did not work. Still had all labels attached. My husband returned it the same evening, however did not have the receipt. They would not exchange or store credit without receipt. He reluclantly purchased a different hose connection and paid cash.
The next day 6/21/2018 I return both hoses. I had my receipt from the first purchase. Not the second receipt.
I was told that the item was not purchased at that store. I was somewhat confused. Next the teller (same one that talked me into purchasing it in the first place) tells me that it was purchased in a different state by a Mr. Steve Brown(name changed) which is a privacy disclosure that should not have been shared), in Aug. of 2016. That they couldn't give a refund. It didn't have their store number on it. When he checked the second hose connection on his computer it also was purchased from a different store... Both hoses were purchased in PROVO, UT. I was upset. I had a receipt that showed the items I purchased and they refused to refund. After some word exchange, embarsment being criticized in front of other customers. They finally gave me a refund on the first hose. No sorry Miss for the problem. No in- store credit for the second hose.
Today I'm still mad. I was told that an individual person owned the store. That he could not take the loss on items purchased elsewhere.
#1 Either the store computer has entered the incorrect numbers in the system thus creating a problem.
# 2 Owner is purchasing discontinued, or returned items at a discount. Then reselling them at full price. But refusing to give refunds because they are purchased elsewhere. ( as I said still confused and speculating).
#3 This is a representation of Ace Hardware. It does not matter if its self owned.
I will not be returning to Ace Hardware for business.

My concern is how many customers have to put up with this, losing time and money.
Customers should be treated with respect. They are your company lifeline.
I asked for a manager. One failed to show concern enough to even come up for 10 minutes. Then he wouldn't have eye contact with me. Just kept repeating that the item had not been purchased their because it wasn't their store number.
If it falls under #2 then I'm sure that it is unlawful practice of business.

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7:05 pm EDT

Ace Hardware your support of hate speech

I've always viewed my local Ace hardware as the more principled local alternative to big box hardware stores like Home Depot.

I cannot, however, continue to support your establishments knowing any part of the profit I put into your coffers goes toward the destruction of our republic through the distribution of vile propaganda and hate-filled rhetoric.

People you are providing a platform through your advertising budget, are promulgating a narrow and hateful world view which does not represent what the United States should stand for.

I hope you will spend some time reviewing the beliefs your dollars are sending out into the world via reprehensible people such as Laura Ingraham and Fox News in general. I hope you'll decide they don't represent Ace Hardware or it's goals for our country.

Thank you for your time.

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sgk02
, US
Jun 22, 2018 12:44 pm EDT

agreed, the notion that even a nickel of my retail $$ pays this hate mongering elitist aristocrat to talk trash about suffering kids keeps me out of Ace Hardware

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7:59 pm EDT

Ace Hardware your sponsorship

I do love Ace. Have shopped there for years. Whatever town I'm in, if a need arises, I look for Ace. I'm switching to True Value. As long as Ace Hardware is a sponsor of the Laura Ingraham show, after she, like poison, described the immigrant cages to "essentially summer camps, " I am done with Ace. What a disgusting characterization. Any corporation that supports that kind of trash will not get my business, and on the list of her show's sponsors, Ace is my only long-time go-to store that appears. That stops now, and I won't look back as I look now for True Value when I map my way to my hardware needs. I'm a 45-year-old employed white male and father with household needs, if that fits your demographic in any way. If you pull your sponsorship of that show immediately, I'll re-consider. Thank you for your time, and for your past years of customer service.

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3:53 pm EDT

Ace Hardware advertising

Your advertising support for Laura Ingraham, her comments about Parkland survivors and now deterrent tion camp CHILDREN has affected my shopping at 2 locations locally. I used to prioritize Ace over Walmart but no longer pick Ace first. Also think about the eternally bad image and brand Ace now has with young people and millennials. Long term damage. Stop advertising with her and any Fox, aluas Trump News show!

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CherylRae
, US
Jun 19, 2018 4:19 pm EDT

TruValue, here I come!

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9:54 am EDT

Ace Hardware ace hardware medium duty adjustable "fireman's nozzle" #7304066

I purchased one of these nozzles last year. The plastic tab holding the center valve has sheared off rendering the item useless. Per the "Ace Promise" I returned the faulty nozzle to the Ace Hardware store where I purchased the item for a "free replacement of the same or similar item, " however I was asked to produce a receipt for this year-old, $11.00 item. I don't know about you but I don't typically keep receipts for $11.00 cash purchases. The item is clearly an Ace branded product, and there are no other Ace hardware stores in the area. I can see no reason that the item was not accepted for return and strongly object to this store policy. The "Ace Promise" makes no mention of "valid only with receipt, " so my experience is that it's an empty promise.
I suggest you reach out to the store, Shelter Island Heights Hardware in Shelter Island, NY, and tell them to honor your published warranty policy.

David Kriegel

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9:53 am EDT

Ace Hardware management team, dubois, pa store hiring process

6/8/18
[protected]
My complaint, I was not hired due to my disability. I was discriminated against due to my lack of of weight I am able to lift, and seen as a liability. I am a disabled veteran of the us navy, with extensive experience in the field of parts inventory, tools, and worked on aircraft. Yet I was still disqualified to work for your store. I served my country, and worked hard for this nation, and I am treated as a criminal at every job opportunity. Its like my service does not matter to your business, and thus sends a clear message to customers what kinds of customers you prefer.

Veterans of this country provide great business, experience and opportunities yet your store treats us with second rate hand me downs. You provide veteran discounts at the store. But when it comes to hiring those customers who love the store, you throw them under the bus.

I'm a veteran whos been seeking a simple job for 2 years. I get treated this way at every position I go to. This is the first time i've ever put a complaint in because I thought maybe its just that my interviews didn't go well or there was something lacking but my interview went great with your store managers. I felt confident, proud to be a vet, knowing I had a extensive back ground in inventory, customer service, and knowledge in all tools and accessories yet still got stuffed under the rug. I know now that i've been discriminated against and i'm sick of it

I wanted to work for ace hardware because I respected ace, plus they did a beautiful job fixing up a store I shopped at for years. Ace has a huge selection of tools, parts, and lawn hardware I shop for too, and if this is the way i'm treated then I will take my business else where such as lowes or mr tool. I will be sure to post this on any social media I find to spread the message to other customers and veterans.

Sincerely william allenbaugh.

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9:19 am EDT
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Ace Hardware unethical behavior of cashier

While in the Energy Il, location on 06/11/18, I had to wait in line for some time while the line continued to back up until another sweet young (short, skinny) cashier came to help out. The reason being the older, short headed blonde woman was giving he phone number to a man at the check out and grossly flirting. She was not paying any attention to any other customers. She was rude to every one else in her line. She never thanked the other little girl that came to help out.

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12:14 pm EDT
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Ace Hardware customer service in the paint department

Between 8:30am-9:00am Friday June 8th at the B and C Ace Hardware in Grass Valley California. I asked kindly for help picking out paint in the colors of taupe. He replied abruptly "They're behind you". I asked "which ones are Taupe". He replies "Taupe isn't a color". So I looked it up online, and I say "it's gray with a touch of brown". He says " it could be red or brown". I say " so you're not going to help me". No response from your paint employee. Very poor customer service. I doubt very much I will ever retur to any Ace Hardware

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1:32 am EDT

Ace Hardware scotts mulch

May 28th2018 Heuser ace bluffton sc 29910
I approached the owner Bob Hueser to return 25 bags of mulch. He was yelling at me in front of other customers and said he wouldn't take it back. I paid cash for it and had only been a week. I have talked to a lot of gm's and they couldn't believe it. He said I return to many things. I have my own business so I always over buy so I have what I need. this is very bad for aces name. I will never go back in there, and yet I spent over 15, 000.00 in there last year. His name is Bob Heuser in the store is in bluffton sc

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8:42 am EDT

Ace Hardware manager on duty ace hardware novendi tdk responsive

Hari ini 25 mei 2018 saya melani tjandra member ar [protected] mengalami hal yg tdk menyenangkan di ace hardware east coast surabaya.

Saat transaksi dikasih senilai rp. 2.281.018 tiba-2 off line, poin terpotong dr 74 menjadi 20. Kasir baru dan staff mas suryana tampak kebingungan, berdiskusi dengan staff kain. Kasir dan mas suryana minta maaf berkali-2 sambil berusaha menjelaskan. Pelayanan saya anggap baik, saya dipersilahkan duduk, struk yg tdk keluar tadi dibuatkan transaksi manual dan saya menunggu hampir 1 jam. Say kecewa krn manager on duty tdk turun tangan, tapi malah main hp dan ngobrol.
Tolong ace hardware lebih selektif dalam hal recruitment manager. Kekecewaan saya thd ace hardware sdh 2x (pertama di jakarta saat dimintai otorisasi manager tdk ditempat sampai 30 menit lebih, hanya utk hadiah sebuah toples). Sekarang saya 1 jam menunggu manager saya pandang malah tenang ngobrol dan main hp.

Kesimpulan saya jika staff bisa ditraining begitu baik kenapa manager nya bobrok mentalnya. Saya tunggu response nya

Salam
Melani tjandra
[protected]

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5:06 am EDT
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Ace Hardware employee

Leticia morales, otherwise know as letty, is a (to put it nicely) a horrible employee. She is rude, lazy, and worst of all, she sexually harasses those she works with. She is sexually explicit, flirtatious, inappropriate, and tries to get out of doing her work by offering sexual favors to coworkers. It is appalling that she has worked there as long as she has without this being brought to the attention of management.
She does multiple drugs on the work site, she cheats on her work, she hits on anyone and everything that can benefit her, and she has been doing this since the day she started.
She is an outright embarrassment of the company and should be fired immediately.

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3:44 pm EDT
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Ace Hardware racial profiling

ace hardware lander wyoming! apparently because we are native american close to a reservation! we are not allowed to browse through store! we went to store to get large brown enveiopes, we were assisted to the where abouts of the envelopes! we then looked at toy department! were all of a sudden here comes a employee to put back one toy! then he looked us up and down!my father in law is a elder too! he then thought of some other things to look for? so we went and looked for the things he was looking for! so we felt really akward so we took our things in hand and put them in the front in there view! we then proceeded to look for a lawnmower! we noticed that they didnt have any lawnmowers! so we went to look in the garden department! as we were talking we both looked behind us! and seen a employee all of a sudden move back out of our sight were we clearly saw him! so we both said lets get our things and check out! the employee was by the registers! we asked him why you following us? he replied darwin said for me to follow you guys! we confronted the manager and he admits to all of it! so as of right now i will be posting this on all social media! i feel so violated just to go shopping at a store we always shop at! so disapointed! see we are limited t0 stores around here and ace is always a first for us! so don't know how we will go about this situation? i come from a city were racial profiling is a common thing! so was really dissapointed that i got this ugly feeling of being watched! moved from a big city to escape all that negative! but now i see that it's everywhere! thanks ace hardware lander wyoming! for making me feel like my race is suspicious! not so home sick now!

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2:27 pm EDT

Ace Hardware mark... supposedly a manager

On April 28th, I took in a gallon of Behr paint. While not your product, I had a simple request to add some black pigment to it, and have it shaken.

Rather than being "the helpful hardware man" as your advertising implies, Mark gave me nothing but excuses as to why he couldn't/wouldn't add pigment to the paint, or even shake it for me.

I have shopped at that Ace location for 8 years. No longer! I'll drive the extra couple of miles to the Home Depot on Colorado Boulevard before I spend another dime at Ace Hardware.

Very sincerely,

Gregg Sanchez
Ace Rewards #[protected]

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Larry Barocas
, US
Apr 28, 2018 10:06 pm EDT

I have had a similar incident. I went to the supermarket and bought a porterhouse steak and than brought
in to the outback steakhouse and asked them to season it and cook it medium rare. The unfriendly manager
refused my request even though six weeks ago I ordered a bloomin onion to go. I will now have to drive one mile
to the longhorn steakhouse.

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4:51 am EDT
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Ace Hardware reinstatement of advertising on laura ingraham show fox

I will boycott Ace Hardware for supporting the hate monger IG Laura Ingraham show. This type of nastiness has no positive effect on our culture or society and it is shameful that you would decide provide financial support to such a show.

Please reconsider your decision and step away from partnering with a program that is so divisive and serves no positive purpose. Certainly there are other shows that you can advertise on where you don't find yourselves on the wrong side of history.

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8:04 pm EDT

Ace Hardware reinstatement of advertising on laura ingraham show/fox news

I am a loyal customer of Ace Sunset Hardware at 81st Street & 5th Avenue in Bay Ridge Brooklyn NY and absolutely LOVE this store, their product selection (particularly hard-to-find screws, connectors, etc) and the team that own & operate it. Bullying in all it's forms should never be condoned and this is what Ingraham & Fox "News" trade in. I am incredibly saddened to hear Ace will continue to support these voices, who should be condemned. I will miss my friends at Sunset Hardware.

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10:27 pm EDT
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Ace Hardware advertising / support of ingram show on fox

I have enjoyed being a patron of various ACE Hardware stores in the Tucson area, over the past 25 years. I have loved the variety of products offered and the personal customer service available. Considering the reversal of the decision to end your support of Ingram's show, I have re-considered my patronage of ACE Hardware. I regret to inform you that I can no longer find it possible to be an ACE Hardware customer. I will not contribute support in any form, to the propaganda machine FOX and the mis-information they are perpetuating on the American citizenry.
Suzanne Campbell
Tucson, AZ

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9:05 pm EDT
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Ace Hardware decision to resume advertising on laura ingraham's program

I wish to state my disappointment with Ace Hardware's recent decision to resume advertising on Laura Ingraham's program. Due to this decision I will no longer be able to do business with Ace Hardware and have requested my name to be removed from all Ace Hardware mailing lists. This was a difficult decision as I have been a loyal customer for over 40 years. However, I can no longer standby while someone like Ms. Ingraham uses her access to an audience to bully and belittle a child. I am very disheartened that Ace Hardware would sell the integrity of the company to make money.

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7:57 pm EDT
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Ace Hardware advertising

I see you have decided to resume advertising on Laura Ingraham's Fox News talk show. Because of the hate mongering on that show, I don't support companies who advertise there. Unfortunately I'll be taking my business to the local Home Depot or Lowes.

Please reconsider your decision to continue advertising on Laura Ingraham's talk show.

Scott Voltz
Olympia WA

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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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