Ace Hardware Reviews 409

Eleven weeks ago, I purchased a high-end coffee machine from Ace Hardware, expecting top quality and reliability. Unfortunately, the machine broke down after just three weeks of use. Despite having purchased an extended warranty, I was dismayed to learn that this repair was not covered.

It has now been two months since I handed over my coffee machine to Ace Hardware's repair department, and I have yet to hear anything about when I can expect its return. This lack of efficiency and communication from Ace Hardware is deeply disappointing.

This experience has left me frustrated and feeling cheated, especially considering the machine's high price and the additional cost for the warranty. I strongly advise other customers to consider other options before choosing to shop at Ace Hardware."

Now ACE has been breached… cyber attack. No wonder their app does not work. What a waste of time!
ACE will be losing customers
They have now taken away all awards, their loyal customers deserve!

They are lying to people telling them if they download the app and connect their account they will give you $5 instantly. Complete B.S. I got nothing. Refuses to function or let you login unless they have your exact location even after entering your zip code. They are pathetically desperate to sell people's information.

Westlake Ace Prairie Village, Kansas store in Corinth was extremely disappointing as well as the Ace Corporate’s lack of response to complaint. I tried to use this store in an emergency situation and never again! Vick, an employee, lied to me about stock, product knowledge, fees I paid for assembly and delivery and after 5 days of waiting, I told him I wanted to cancel order and would purchase elsewhere and he said “I don’t like you and you can complete the return yourself!” I contacted the corporate office and requested a call back after explaining the problem and they never bothered to respond. Horrible experience with Ace Hardware and will use Lowes or Home Depot next time!

I was quoted for repair of 3 screens and when I went to pick them up the cost was almost 4 times the amount I was quoted.
That to me is not honoring your word. I will never shop at Ace hardware again.
This is my 2nd complaint because nothing was done the first time.
That tells me what kind of company you are.

The hardware store is a breeze to deal with. They have a very knowledgeable staff and can answer most questions. They also know where all their inventory is and can direct you right to the exact spot. This saves time and gets you back to your project. Wonderful expierence!

I was up-charged without warning which is unethical.  I contacted customer "care" and received an un-empathetic response stating that shipping charges cannot be refunded.  All the way until seconds before my order was placed the shipping charge was $14 and then right as it was placed suddenly it jumped to $31 and then confirmed the order.  That is completely unacceptable.

Bought a Stihl blower in November 2022 at the South Pasadena, FL Ace with an extended warranty. Took blower in for service. 3 months later, they still have not fixed my blower. I have a pocket full of apologies, but no blower and no resolution. I have not received a single phone call.
I will no longer shop at Ace. I will purchase zero Stihl products in the future.

Be aware that this company is taking advantage of it’s customers. I had my propane tank filled, it took 2.8 gallons of propane. They charged me $25 which is $8.93 per gallon. I’m sure this is illegal. I want be doing business with them anymore.

Ace Hardware... The Helpful place is their tag line.. But they don't appear to be helping their customers... maybe themselves?

Ace hardware is great locally, but beyond that it is non-existent for service.

I order a riding lawnmower from them after considerable research. Once it shipped their website and app dumps you at a freight carrier website with no info. So I contacted support -which gave me tracking. Only problem is the tracking was not valid. Back to customer support and suddenly they admit they don't have tracking and it will take several days to get it from the warehouse. With the assurance that the item will deliver and is really unnecessary I moved on.

A couple of days later I receive a message from Ace asking ME if the mower delivered.. WHAT? They not only didn't provide me with tracking but then are having to ask me about the delivery???

In addition, upon this purchase, I was to receive "Point/Rewards" When the rewards didn't show I contacted Customer Service. Again, they assured me they would show on MONDAY. Monday came and went... Back to Customer Support... now it is NEXT Monday... Monday Comes and the points are there, then CONVERTED TO REWARDS... but I am showing less points, and NO Rewards... Back to Customer Service who says.. I am mistake and the points are showing... I tell them No and they insist that I have them. I send them a screen shot of lost points and $0 Rewards. They state they are showing there and they could/ and/or be mailed to me. I questioned how it changed from "being there" to and/or "being mailed. THEN they come back with it could take 24-48 hours to process... BUT Customer Service JUST STATED It was in my account...

When I asked why they are the only retailer with such a complex and delayed "REWARD" process no one can answer. After all, IF my points are verified via purchase why does it take 24-48 hours to convert to actual cash reward. Maybe that is the issue.. Ace's thinking on not only "Rewards" (that aren't really rewards but appear to be more of a challenge to its customers) but on everything Ace seems to do at a corporate level. While it take them 24-48 hours to process something that has basically been already processed (so adding another unnecessary step), other retails can get the same thing done instantly, no conversions to reconvert, not processing once a week, no formula to figure out what a "reward" should be.. And the 24-48 hours and once a week processing when we can hit a button and have complex formulas done... Come on!

Their Customer Service really seems to not know. And, I wish they would just say it. Multiple contradictory answers that constantly change is not customer service- it's Customer Frustration! If you don't know how can your customers? How can your customers rely on you?

And to call to see if something delivered (after not providing tracking when a customer asked for it) is not only sloppy, it shows your lack of customer respect to care for the service you provide.

To date there is no tracking and no one has notified me as to why... To date ACE does not know if or when my Mower will deliver/did deliver? AND THEY DON'T SEEM CONCERNED!

To date, my Reward points are deducted, but NO REWARDS going into week 3 when "Reward Points are processed on MONDAY". The question is How Many Mondays?!?

I've given up on my "Rewards" and on ACE entirely..

You local Ace may be great, but there appears to be no Corporate care to those store or to Ace's Customers. Ace seems outdated and out of touch..

"The Helpful Place" only appears to be helping themselves to your money... and doing a poor job even at that...

(If I could of given ZERO stars I would have)

For my recent project they did a good job helping me. I had a few issues but it all worked out

Ace Grants Pass OR
Thank you Gary / Mike and staff for Super chainsaw customer service. They went above n beyond the call to order my part and assist me on multiple occasions and even helped top off my log splitter hydraulic oil.

New owners are great. They improved customer service with new staff, fully stocked the shelves, added a hunting/fishing department and expanded the outdoor cooking section.

I will not be using Ace hardware online ordering anymore. They would not send me my gift cards numbers after they got my money. They said the card issuer would not honor my purchases. How convenient to steal money this way.

I use to prefer to shop at ACE because of their values and business polices. However, this store has tarnished years of this reputation with in two trips. not only will no longer do business at this store, but due to the lack of actions and oversight from ACE Corp. on the brand partners this will include all other stores. This store has Values, Respect, Integrity or regards to Disabled people and Veterans. I am disabled and need an accommodation that was not unreasonable Deb the paint counter has been a main issue both times. The store manager Bob Hines allows his representatives to disrespect customers as well as continue to allow said rep to instigate issues further. This store and I am not sure about ACE as a whole has discriminatory policies in which most major retailers have been sued for and that police removed. (Not this Store) You are better off spending your money as a VET or Disabled person elsewhere. When I informed Bob Hines that I was disabled he said he did not care not to shop else where and not his store. I have not seen a business with such poor ethical standards or disregard for customers on this level in many years. How these two are still employed by Owner Julie Hurst I have no idea. KEEP UP THE GREAT WORK.!!!!!

Consider me one happy customer.
I am so happy with my local Ace in Bristol,Va. the guys there especially Matt and Nathan are always willing to help me. Really I haven’t met anyone working there that hasn’t been willing. It’s like stepping back in time when people appreciated their customers and you don’t feel like an inconvenience to them.
Thank you all for all you do. Thank you Ace for allowing your employees to be their best for your customers.

I bought Yale keypad for Yale door lock. When I received the order, I noticed following:

1) Another tape was put on top of original package seal.
2) On removing the tape I found that the original seal was cut.
3) AAA batteries were found installed in the device.
4) The package inside had also signs of mishandling as part of package padding was torn.

I called them and send them an email regarding the issue and requested them to replace the product with a brand new product.

They replied that this is how it comes from company!!

They think people are stupid. This specific product never comes with batteries (can be checked on product website). Even if a product comes with AA / AAA batteries they never ship it installed in product since obviously it will leak and damage the product.

I only ordered two times in lifetime from this store and both ended up with similar issue.

NEVER buy online from this store. They will send you used / damaged products and will tell you all lies to reject any kind of replacement!

Ace Hardware is really a 2.5 star business but they are so many leaps and bounds above Home Depot that we just left 4 stars. Just the fact that we were in and out in 30 minutes and they didn’t give us a lecture on not being able to use ApplePay made our day. The bar has been set so low in 2023 that just accepting every form of payment will get a hardware store and decent review.

I bought a toilet from Ace Hardware i wish the sales consultant understood English better. The product Kris Kloset duduk mono block putih does not flush toilet tissue, i asked the lady she assured me it does i then got it installed and you guessed it didnt flush toilet paper. I always shop ace hardware and i even told the lady that this has been my worst experience with this company

Yes, ACE tends to be a bit pricy for some, but you must understand you are paying for great service. The people at ACE go above and beyond HD and LOWES and know their business whereas Lowes and HD hire just about any luke warm body off the street. Everytime I got to an ACE I get what I need 97% of the time, and their people are helpful....PS...they don't outsource their cashiers to robots.I'm writing this exposé on Acebecause they are a fabulous store