Ace HardwareReviews 157

I usually like shopping at Ace stores; I frequent all the stores in my area. I purchased some simple chair bumpers online and picked them up at a store. They were too big and I went to return them at a different Ace store a few miles away and they wouldn't take them. They said something about not being able to use the paperwork that I was given when I purchased the items. So now I have to drive all the way back to the other store ( which is now closed) to return them. And they only cost about $8, so it seems even more inconvenient to have to make two trips to do this. They should inform customers at the time of ordering that items are only returnable to the store at which they are purchased. The stores all carry this merchandise, the packages clearly were unopened snd had all the stock numbers, etc on the package. I was even returning them the very same day. I do not understand why a very simple return couldn't be handled. Super bad customer service. And no one tried too hard to help either. They shrugged their shoulders and said "sorry".

If you're wondering why Amazon has cornered the market with on-line sales, try placing an order with Ace. We ordered a grill and some accessories, both of which showed as available. The accessories order got cancelled within minutes noting it was out of stock. The grill order got the delivery date pushed out two days after the order was placed and the day before the order was scheduled to arrive... after we left town, of course. Fool me once.

Even though Ace Hardware does not regularly send its customers a request for feedback, my wife and I felt we had to give Jeffrey at the Clewiston Florida location, the credit he deserves. He is an exemplary employee, who goes out of his way to help the customers. He walked us through the entire process of repairing a rotted ceiling plank, and made sure we had all of the necessary materials and tools to do the repair. In fact he went as far as drawing pictures to illustrate the steps needed in the repair process. Jeffrey thoroughly answered all of our questions. He was patient, polite, extremely knowledgeable, dedicated and cares about his customers. He is a terrific asset to Ace Hardware.

Visited our local ACE Hardware store yesterday in Scottsville, KY. Needed a small can of paint mixed with Gray color. I asked about the mix at 11:15AM and was told that there are only (2) of us here and we don't know how to mix the paint.
Also the next guy coming in at 11:45 would be able to complete the task. He arrived late, had to clock in and finally received the mix at 12:10. Asked about some popcorn. Asked if it was fresh, the young lady said yes. It was not even close. She made some fresh.
Why on a Sunday with nice weather does ACE Hardware only has one person who can mix paint? I wasn't the only one waiting.
There use to be some great employee's working at this store.
We have enjoyed having this store in Scottsville. Hope that ACE stays and gets better employees.

4-22-22
Ordered two (2) Radiance Vinyl Roll-up Bamboo Cordless Shades 96" x 72" for our patio. Over the years, have usually purchased same at Lowes, but this year that size was unavailable. Google searched for same, found needed size at Ace Hardware, and ordered two (2), one for east end and one for west end, luckily about 14' apart. Arrived almost as scheduled (1 day late). Discovered each was a different color than the other, one lighter, the other a bit darker. Maybe the warehouse where these are stored is dark and the warehouseman couldn't see the difference? No idea, but not pleased. Other than this little bitty problem, nothing else to say. First time customer of Ace Hardware; more than likely, last time customer.

AVOID AT ALL COSTS! DO NOT SHOP WITH THIS "BUSINESS"!

Worst professional experience in 30+ years! Delivered (3 days late, forcing use of first vacation day) 1/3 of several thousand dollar/several major appliance order. Still had us at end of day.

Refused to reschedule piece THEY SCHEDULED WITHOUT NOTICE OR PERMISSION FOR 4TH DAY LATE FORCING 2ND VACATION DAY AND INABILITY TO PREPARE FOOD unless we called a 2nd number (after business hours) because the first rep "doesn't do that."

Well, apparently none of their employees "do" much of anything including preparing, delivering, providing customer care, scheduling, communicating, etc!

AVOID! Use a payment method that will support you when you have to escalate!

*and they also still have a backorder fridge/freezer not due until, at least, Saturday. Ordered all this about a month ago... and is Saturday true? With all parts?

Been an Ace Rewards member for several years. We have a wonderful small time Ace Hardware Store.
Ace Hardware Corporate Rewards IS WORTHLESS. They are very inconsistent mailing out coupons, and/or loading on you App. Initially got rewards monthly, that disappeared. Got only one coupon in 10 months. 3 days late, made a large purchase, with NO CREDT SHOWING UP!
If you are going to offer credits ACE HARDWARE do it CONSISTENTLY, as I came home, emailed Corporate Ace 3 times. ALL RESPONSES WERE VERY DISRESPECTFUL…. With NO consideration of my loyalty. This
Has been a very rough two years to buy products and get help using them.

With the negative/condescending replies I received, I am completely finished with your Program.
Our Ace Hardware Store is convenient and a great store. But I will move onto a locally owned hardware store, who has a consistent Reward Program!

Never recieved my package. So I called customer support to be put on hold and after 10 minutes of holding hung up on. Finally when I reached someone they told me my package would be here that night, it wasn't. Next day called again and they said it was delayed and would be here the following day,, it wasn't. Next day I called again customer support tells me I need to call their carrier because it's out of their hands, then tells me once I find out to call them back and let them know what GSL said! So I not only had to do all the work looking for my package through thecarrier THEY chose, now I'm supposed to let them know as well. They might as well give me their job at this point because they did NOTHING for me! The carrier lost my package so I had to call Ace back to get a refund to which they only refunded my shipping. So I had to call again to get that fixed! All in all it was about 7-8 different phone calls just to get a refund. I'll NEVER order from ACE again! This is not the first time this has happened with an order either but I thought I'd give them the benefit of the doubt, never again.

As a former employee I have to say I started there with high hopes...
My fellow employees were nice but Ace hires 17 year Olds with no life experience an no product knowledge.
The management leaves little to be desired with no people skills an given their status for their butt kissing skills more than anything... I guess you get what you pay for!

I went to Garden street Ace Titusville FL.to return a Craftsman screwdriver with a lifetime warranty. I found a #2 Phillips same as the one I had. The manager said mine was clear and faded from use his was clear blue.The idiot said he could not exchange it. So much for Craftsman lifetime warranty at Ace

Very unhappy with purchase from Rocky hill Ace hardware Knoxville tn. Terrible customer service and they don't stand behind what they sell. Only if an Ace product!

We will never shop at ACE HARDWARE again.

HR department very rude, gossipy and cliquish. Extremely disappointing to see grown adults behave this way. Not a good example for anyone.

I ordered merchandise online for store pickup -- same day. No same day pickup (didn't find out until AFTER I placed and paid for my order). When I was informed my order was finally ready for pickup, I was short-changed. Several items I had paid for were not provided. The person at the pickup area told me I had to go into the store and talk with someone in customer service (this is outside pickup?). After no one could figure out what happened, the manager was called. He said what I ordered was not in stock, even though the inventory showed it in stock. He said he'd issue me an online refund for the items. I went to give him my credit card for doing this and he said it wasn't needed.

A week later, no refund. Ace Hardware customer service for online orders told me it's basically my problem to solve. I've now challenged this through my credit care. What AWFUL customer service.

ACE won't let you use gift cards. I tried to purchase something at Ace using my ace gift card and the cashier keep looking at my card for like an hour asking me all these random question about it while refusing to even attempt to scan it in.

When I tried to use it online but they would not let me use my 4th gift card.

I called ace customer support which may be outsources to Mexico or something because no one seem to speak English.

Very disappointing. I hope they go out of business after they treat their customers like this.

Ordered 2 can of spray paints online for in store pickup. One works fine, the other is dried. The ball inside originally wasn't moving, after lots of shaking, it moved but wasn't usable, it spray chunks. They said they won't take any "opened" item back, so wasted $10 on trash - literally. I would accepted store credit or exchange! Check your products before leaving the store.

I've tried to order online from ace hardware on more than one occasion. The order almost never fills and if it does, it gets delayed. They won't even tell you if they cancel your order. I went to the store just to find out my order was canceled. I'll spend my money elsewhere. These guys are the worst.

I drove around and went to 4+ retail Stores in. Less than 2 hours around Seattle and Renton Lowes, Home Depot and Fred Meyer, Dunns Lumber to get help on a Car Steering wheel CLUB lock. None of them afore-mentioned Big Box Stores' employees were helpful or seemed interested helping me with making extra keys, to make sure I don't risk having the last one.

Mr. Josh Reed and Drew Highland (of Ace Hardware Styore #4640 on Sunset NE in Renton WA)were the 2 young gentlemen who were there late approaching closing shift were so very nice, listened and solved my problem; in the process made me feel very appreciated and valued as a customer; rather feeling lost in. The sea of customers at big box stores especially during this Holidays.

I will definitely tell many friends, neighbors about this awesome rare experience. Please thank these town fine young man for me.

Tim Win
Issaquah, WA