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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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11:13 am EDT

Ace Hardware led light bulbs

They run a sale on ACE LED light bulb . So when you check out they charge
you full price. So when you question the price they get real rude with you.
This is not the first time I had been treated rude by their employees if
you ask a question about a item and they do not stock item their answer
is we can't have everything. IF you are trying to buy some nut and bolts
and you write down the wrong code on bag watch out. I will never shop
at this store again.

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4:30 pm EDT

Ace Hardware recycling question small propane fuel cylinders

10-11-17, Mormon Coulee Store, La Crosse WI. I asked a sales clerk how you could recycle a small 14 oz. propane fuel cylinder when empty. His reply was"I never recycled a damn thing in my life why don't you just throw it in the trash." I went to a competitor with the same question and they went out of their way the be helpful to answer my question which was not to throw it in the regular trash but the city would recycle them for free. Guess which store I will give my business to in future?

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12:50 pm EDT
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Ace Hardware rake handles

Over the last several months, I have bought three rakes. The wood in the handles is obviously of a low grade, the handles have broken on all three rakes, not as a result of abuse but because the wood in the handles is inferior. If this is any indication of the quality of Ace products, I shall take my business elsewhere. I have attempted to contact the store manager in order to resolve this issue, he was unavailable and I was asked to leave a message. I left a message and at this time I have not received a return call, hence, this letter. Thank you

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3:28 pm EDT

Ace Hardware small engine repair

On 9/30/2017 I brought a leaf blower to the Cartersville store for repair as it would not start the previous weekend. I've had the blower for a year without any previous issues. About 10 minutes after I left the store the girl who checked it in said she pulled the cord and it started right up. I said I would be back in a few hours as I had several errands to run and did not want to leave the blower in the back of the truck where it could get stolen while I was in a store. She said that would be fine. When I picked it up they would not return the $35 dollar fee even thought there was nothing wrong with the blower, there were no diagnostics performed and the mechanic never even looked at it

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3:18 pm EDT

Ace Hardware hurricane irma and chain saw sharpening, manager snarky

To Whom It May Concern:
First of all I must say that our community had been torn up by hurricane Irma. After cutting much brush and trees, I brought my chainsaw blade in on 9/21 for sharpening. I called on 9/23, and went into the store today, 9/24 to pick it up. It was not ready YET. I perused through the same box of chainsaw blades that was laying there last week hoping to find the right size, but they were the same blades still not put on the racks and none fit my saw. A man came up asking me if I needed help and I said his manager should schedule someone on the sharpening machine 24/7 as the community had been hit by Irma. He just said "no, can't do it" shaking his head like it just can't be done. I said "why, does it make too much sense". He asked if I would like my blade back and then said "Have a nice day". Like, he has ALL the power over whether my blade is getting sharpened. I did not catch his name, but will I ever shop there again? The answer is NO WAY. So, ACE, if the community has been hit by a hurricane and you can't afford to dedicate someone to sharpening blades as a community service and help customers out rather than have smart alec comments from unhelpful, untrained, young managers; you should just close the doors. You can't compete with larger chains if your people are not going to be helpful. Now, your holding my blade hostage. After checking online, LOWES has my blade in stock, so I'll be going there to purchase a new one. Further sharpening will be taken to the True Value down the road. All I can say is the manager of ACE HARDWARE 1004 Cape Coral Parkway, on 9/24/17 should go back to school for some customer service training. If I talked to my customers like that I'd be out of business. You just lost me...

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6:24 pm EDT

Ace Hardware chainsaw chain sharpening

Ace Hardware Windsor Colorado.
Original date of sharpening 9/3/17 - dremel tool used instead of chain sharpening machine. This is the second incident where we were charged for our chains being sharpened and they were just as dull as when we brought them in. I brought chains back today 9/18/17, a young woman by the name of Maggie helped me and a lady by the name of Stephanie - of which was rude. She told me that they only use dremel tool in order to sharpen chains, of which I know is not true - my husband was told that they use a machine 3/4's of the time but when the machine is down they sharpen by hand.
Stephanie then said to Maggie, her co-worker, that "Doug" is the only one who knows how to sharpen chains using the machine and no one else has been trained to use the Machine so they all use the dremel tool to sharpen chains. Stephanie then asked "Why are there two transactions instead of one!" She was again rude about it, like I was in the wrong. I informed her that the checker up front made a mistake and only charged my husband for ONE chain instead of the two that we had sharpened. I informed her that when he realized the mistake of the checker, he came right back and showed her her mistake and paid for the second chain.
Stephanie was very rude about me bringing the chains back and requesting that the chains be sharpened correctly by the machine and not the dremel tool. This is the second time this has happened, it seems to me that more people should be trained on how to sharpen chains correctly with the machine and not the dremel tool - EXCLUSIVELY.
I was upset that I was treated like I was in the wrong for asking for the chains to be sharpened correctly. If this happens again we will be taking our business elsewhere.

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1:05 pm EDT

Ace Hardware I was over charged on 2 different items and when I returned them the next day I was treated as tho it was my fault.

I can send pictures of my recipiens. I was charged $18.99 for 4 light bulbs and $18.99 a piece for 2 gfi plugs. Upon returning i was first told they were not giving back taxes on that even tho i paid taxes in then i was told they were gonna ring it up as 2 different transactions so it wasnt so bad i returned all 3 items and they still got me for $10.00 by ringing the light bulbs up as $9.99 as if i was keeping them and refused to do anything ab this i do so much business there i have credit on my account and then they want to make me out to be a bad guy and say i better make a copy of this like i was gonna to Try to come back and do something . They circled the wax ring on the reciept as if i broight that back which was not the case.

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Update by Wendy Adams
Sep 11, 2017 1:08 pm EDT

I can send pictures of my recipiens. I was charged $18.99 for 4 light bulbs and $18.99 a piece for 2 gfi plugs. Upon returning i was first told they were not giving back taxes on that even tho i paid taxes in then i was told they were gonna ring it up as 2 different transactions so it wasnt so bad i returned all 3 items and they still got me for $10.00 by ringing the light bulbs up as $9.99 as if i was keeping them and refused to do anything ab this i do so much business there i have credit on my account and then they want to make me out to be a bad guy and say i better make a copy of this like i was gonna to Try to come back and do something . They circled the wax ring on the reciept as if i broight that back which was not the case.

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1:42 pm EDT

Ace Hardware difficulty with return

We are in Sarasota, Florida and Hurricane Irma will probably make a direct hit tomorrow. Last night, we went to our neighborhood Ace hardware on University Parkway to purchase bolts to tie down plywood over our windows. When we got the home, my husband realized we had the incorrect size bolts. When he tried to exchange them this morning for the correct size, he was told "hurricane supplies are unreadable". I understand you don't want to take back flashlights after a storm that maybe never hit, but this is different. The storm hasn't even hit us yet and we are only trying to be safe. The items were never used, because we can't use them. The storm has not even hit. We are not taking advantage of a situation here-instead we feel taken advantage of. The bolts cost us $50.00, twice! Is this really how you want to treat your customers?

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8:46 am EDT

Ace Hardware return discrepancy

Hi, I have attempted to contact the number listed for Customer Service and it drops my call on the transfer each time. I selected several options to be sure it wasn't my phone. The call was disconnected from Ace's end.

My husband and I returned an item to an Ace store yesterday with a receipt. We were refunded an amount lower than what we paid and told that's all they store could do, as the item was purchased in a different Ace store out of state. The item was never used/returned in brand new condition. For obvious reasons, we are not okay with this return transaction. We offered to receive store credit for the correct/full amount and were told no. I'd like the difference back. As a customer, it's not okay to receive less back for an item we paid more for... never used and had the receipt for. Item was returned in less than 24hrs, as we realized we had a duplicate of the item at home.

Our cashier was kind, but basically said... out of luck. Doesn't sit right with us at all. Appreciate your help in coming to a fair resolution. Thank you.

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10:29 am EDT

Ace Hardware paint

I visited ace hardware 545 Arthur Godfrey rd Miami
Beach 33140 to purchase gallons of
Paint and all painting supplies. There are sales everywhere for Labor Day weekend. I called and they did not help me in the phone and it is
Empty no clients but they could not help
Me over phone . I went there and first of all no prices are visible you have to ask sales associate for price amount for everything in store . Time consuming and any price can be quoted . The cheaper gallon of paint by associate was 55.00 dollars per gallon and one gallon of behr was 80, 00 per gallon . I asked him what are your sales and what is least expensive he said this is sale and the cheapest in store. I will. Ever shop at
Ace hardware I went to home deposit where I can see the price . Get info quickly and accurately . And no price guaging practice involved as I experienced at your ace hardware 33140 Miami Beach location. So I will tell all my friends, family and coworkers about my experience . And will never shop at ace anywhere.

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11:08 pm EDT

Ace Hardware wrong pricing/ no feedback

On sat Aug 12th I went in the west plains mo store, I was looking for a garden hose holder that sits next to the faucet there was 2 sitting at the end of the isle, one in a box and a smaller plastic one sitting on top of it the one in the box had a clearance sticker on it for $24, I thought perfect just what I'm looking for than I finish my shopping when I go to pay the garden hose thing rang up $109.99 and I said this sticker says it's $24 and the boy working said I will have to get a manger up here and 2 others come up here and he told them what was going on and one of them said this sticker don't belong here and ripped it off the box, needless to say I didn't buy any of my stuff and said that's false advertising and left. Maybe someone should do there job correctly, if they didn't want to sell it for the clearance price

I sent in A complaint on fb on Aug 13th and didn't get a response until Tuesday morning and it said to provide my email or phone number and someone would contact me, I have them my email and still have not heard a word.

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3:25 am EDT
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Ace Hardware service repair

Ace hardware Kemang in South Jakarta - Horrible incompetence 8/14/17

I took my coffee machine in for repair after only 7 months and they told me it would be ready 1-2 weeks. I continued to check up on the machine since I know the staff at this location don't seem to be driven or committed to efficient process. They continued to tell me that it wasn't ready. After one month I went in and checked and they called the service center in front of me and then said sorry its still not ready. I explained that this was not ok and then she called back the service center, this time she told me when finishing that the spare part needed was not available and they could not fix it. but offered my a 20% discount on a new one. this is a higher end machine running at around 1, 500, 000IDR -This whole situation is ridicules and I will make sure I tell everyone I know about this experience and no longer shop there.

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1:58 pm EDT

Ace Hardware sometimes you don't need help, and they wont stop talking, then they get mad

Original sale was [protected] sara 563 sale; attempted exchange attempted 8-2-17 @11am - customer number 773 ; I've gone to this location in Phoenix for 30yrs+, and I've seen so many new employees over the years I can't count them. I am aware that this location has massively theft; I have tried to support them by shopping there whenever possible. I have even had them call me after my purchases via my cell. They follow every customer and attempt to assisted with finding what they need or looking for.
And sometimes you know what you are looking for, and just want to get in and get out quickly with your purchase. Today I did not need any help with my exchange/ purchase/ refund... so I would have liked it better if you just respected my desire to be left alone, that means do not talk to me, ok..young man...I didn't care that you followed me, but I didn't need you help today; and you where a distraction.
"Don't talk to me means, leave me alone". "Please stop talking to me so I can find the parts I need and get on with my day". "If you keep talking to me I am not going to continue to shop here". "I know what I am looking for so just stand there".
When a patron is shopping and states they don't need your help. That's not a signal to continue to talk to them. You can stand there and watch me; but leave me alone otherwise.
Mr. manager, you cancelled my refund/exchange/purchase, Ok, I guess you have that right because it states so on the receipt.
And I have the right to let your franchise know, when a patron doesn't need your input, you get upset.
I repeat some patrons know what they are looking for and don't need your input, so just stand there and "shut up", or your distraction precludes me from my task.

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3:08 pm EDT

Ace Hardware customer service

My husband and I went to 2 different Ace Hardware store in the Lincoln, Nebraska area . The first was the Westlake Ace store #37. We went to buy a roll up shade for our bedroom window. They have a machine that will cut it to the size we needed. We asked for assistance and the employee at this store could not figure out how to use the machine and apparently no one else there could do it either. We left and then went to the store on 27th and Capitol Parkway I do not know the store number. We tried they same thing there wanting to purchase a shade and have it cut to the proper length. The woman there could not figure out how to use the cutting machine either. I then said well we will get it somewhere else and she said oh we'll get it done. Well after several minutes wait and 3 people looking at the machine we knew they weren't going to get the job done either. I said ok we will go somewhere else. The woman was very rude and said in a very snotty tone I'm sorry ma'am. I said this is a joke and left. I really think that if you want customers you need to train these people how to do a simple job like how to use a shade cutting machine and really believe ACE is a joke and will never shop there again.

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6:46 pm EDT
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Ace Hardware rude behavior

This rude behavior has happened twice. The date of the incident was 7/31/17 at 3:22 P.M. All we know of her is that her name is Debbie. We had a $5 off coupon that we were going to use and we did. When she gave us our receipt I checked and she didn't even use the coupon. She started to take the next customer so I asked another employee working at another register that I had used a coupon but its not showing on the receipt. Then the employee asked her and she didn't even face us. She stood there with her back to our face. And said, "Whys it show 10%, whys it showing 10%..." Then the employee said to give us a refund. And she did after a while. This rude behavior was also shown to my husband. This is why I made complaint otherwise I would let it go if it were the first time.

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Gail Jeanette Miller
, US
Aug 09, 2017 9:16 am EDT

I was at Willowick, Ohio store and I was buying paint. He mixed the wrong color, and argued with me that it was the right color. To the point he was getting rather nasty, and treated me like an ignorant female. I paint for a living, so I know a little about paint. Com to find out, it was his fault, he mixed the wrong color. He never admitted he was wrong, never apologized, and was rood about the whole thing. This man should NOT be in retail. He is impatient, and NOT customer service material. I will NEVER buy paint at ACE again ! Especially with you no return policy with custom colors . Even when the employee mixes it wrong.

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12:01 am EDT

Ace Hardware store management

July 26th, 2017, in the late afternoon.
Store Address: 140 Orange Ave, Suffern, NY 10901
Client phone number: [protected]

My husband went to the store looking for a part to one of his car tools, to clean the car's engine.

My husband brought HIS the tool with him to find the right part to then use the tool.

My husband left the store and he was followed by two ACE workers thinking that my husband was stealing the tool, which is his to begin with, my husband walked in the store with the tool in his hand.

My question is: was my husband profiled for being a white U.S citizen maybe?

or was my husband profiled for not finding the product he was looking for?

Which ever the case may be, how is the embarrassment of being stopped in the parking lot by to ACE workers asking if the item he had in his hand was his or he just "took it"?

How are we going to feel welcome to an store in which my husband is believed to be a thief according to the ACE workers?

I am a full time finance student and do not have time to waste, however in this case I expect not only an apology towards my husband and I.

This situation is unacceptable.

Also, many times I had been at the store I felt watched ( very obvious ) just use the cameras ACE security people, so customers do not feel uncomfortable.

Back to my husband's situation, we expect a proper apology.

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Update by min.
Jul 27, 2017 12:10 am EDT

July 26th, 2017, in the late afternoon.
Store Address: 140 Orange Ave, Suffern, NY 10901

My husband went to the store looking for a part to one of his car tools, to clean the car's engine.

My husband brought HIS the tool with him to find the right part to then use the tool.

My husband left the store and he was followed by two ACE workers thinking that my husband was stealing the tool, which is his to begin with, my husband walked in the store with the tool in his hand.

My question is: was my husband profiled for being a white U.S citizen maybe?

or was my husband profiled for not finding the product he was looking for?

Which ever the case may be, how is the embarrassment of being stopped in the parking lot by to ACE workers asking if the item he had in his hand was his or he just "took it"?

How are we going to feel welcome to an store in which my husband is believed to be a thief according to the ACE workers?

I am a full time finance student and do not have time to waste, however in this case I expect not only an apology towards my husband and I.

This situation is unacceptable.

Also, many times I had been at the store I felt watched ( very obvious ) just use the cameras ACE security people, so customers do not feel uncomfortable.

Back to my husband's situation I expect a proper apology.

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9:23 am EDT
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Ace Hardware product order and delivery

On 07-21-17 I received a call for an order at around 3:55 pm I told the order taker that I needed to go back to our warehouse to see what we needed. I returned with order in hand at 4:01pm and the order taker had already hung up. I left the order with the store manager and told him to give the order to whoever called if they called back. I leave at 4:00 pm per my schedule. No one called us back. On Tuesday ) 7-25-17 I called Coca-Cola to place the order and was told emphatically that I could not place the order and get it delivered before August 17, 2017 because it would mess up Coca-Cola ordering schedule. When I asked why there was no flexibility in your companies schedule I was told that there just wasn't. Unfortunately I will be out of several products by then which translates to missed sales or that someone will simply buy a Pepsi, Mountain Dew or some other Pepsi product. Which is fine with me but not so fine for Coca-Cola I am sure. We are a business that promotes customer service as paramount, Obviously Coca-Cola feels that their schedule is more important than customer Service. Good day to whoever reads this. I will be reviewing our Coca-Cola sales and see if we can do something different.

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11:14 am EDT

Ace Hardware unauthorized $300 delivery fee

My contractor told me to have a front door delivered to Ace Hardware in Blue Ridge, Georgia, and they would deliver it to the house we have under construction as an accommodation to him for all of his business (I have personally spent over $80, 000 at this store in the last 6 months). The contractor spoke with his contact at the store and told me "we were all set." The door was delivered and then I received a $300 invoice. When I disputed this and advised the store manager that no one had gotten my approval for this charge (we could have made other arrangements for delivery), I was told that she had checked our account and we were "under margin" and they would not remove the charge. I closed my account and want this charge reversed.

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12:45 am EDT

Ace Hardware fake discount

I purchase 3 ea of Transtek Memory Foam Neck Rest with Inflatable Neck Pillow at Ace Hardware, Green Pramuka Square, Jakarta Indonesia.
I took them all from the rack where its above a notification of 30% discount (see picture). But I pay them all with normal price in cashier.
I am very disappointing with this fake discount. I talk the staff, he said has forgotten to remove the discount notification. And he didn't try to remove it at all. Just let it there...
Not a good experience at all.

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10:37 pm EDT
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Ace Hardware prices for your tools are [censor] and a ripples off

I paid for a 12" wrench $40 in your store in Philipsburg, PA in walmart it cost close to $8 bucks in lowes almost $15 bucks also really big pliers which cost more then $50 bucks in lowes it cost only $25 bucks never going to Ace Hardware Stores again A Huge Rip Off I found out earlier today when i went to walmart and really pissed I'm going to broadcast all over Facebook and social media and take pictures of your prices so no one goes there and gets ripped off like I did how do you sleep at night do my best to keep people away from your stores wish me luck thanks

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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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Ace Hardware contacts

Phone numbers

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

Website

www.acehardware.com

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