Ace Hardware

Ace Hardware

 4.0/5 (227 reviews)

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Overall Rating4.0 out of 5
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About Ace Hardware

Ace Hardware is a hardware retailer with more than 5,000 stores across the globe. Customers can shop from many different top brands to find what they need for home maintenance and repair. Many Ace hardware stores are independently owned and operated.

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Page 1 Reviews 0 - 10
Verified Reviewer
Original review: June 1, 2023

On 5/22/23 I purchased a GE Universal remote to control my Vizio TV it would not set up or work the TV, today I went to return the remote for credit and was told I could not return it because I had opened the package. I told the clerk if I did not open it, I would never know if it would work or not. I was rather shocked to see that an Ace Hardware store would not credit me for the remote that I purchased that would not do what I bought it to do.

He also told me I did not read the directions correctly; I told him the directions were inside the package I had to open it to get them. I told the man that I would never buy anything else from that store. He went on to tell me he could not resale it because it had been opened, he said he would lose money and must just throw it away, I told him that was what I was going to have to do. He said if I went to Best Buy and bought something and opened it, they would not take it back. I went on to tell him this was America and most retailers will allow you to return merchandise for a refund. That is just common-sense customer service. At the end of our disagreement regarding the return he told to get out of his store, The price with tax was $9.23 it is a sad day when a store owner would pretty much run a customer off and lose future business over $9.23. The guy was abrasive and confrontational. Store info: Elistway Ace Hardware Jacksonville, FL 32221

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Verified Reviewer
Original review: April 12, 2023

I've tried over a dozen times to place an order with Ace Hardware, yet due to their unbelievably high shipping costs, I never have and NEVER will! I'm the procurement manager for our corporation, make ALL purchasing decisions and choose our suppliers, in which case Ace will never get our high-end business vs. all other suppliers of our industrial needs that offer FREE SHIPPING or extremely low, reasonable shipping. Example - had 3 cans of lacquer thinner in their cart, then when I went to check out the price DOUBLED due to their thievingly, over the top, high shipping. Bought it way cheaper from another reputable supplier, for the EXACT SAME THINNER, with FREE SHIPPING. Their HUGE loss!

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    Verified Reviewer
    Original review: April 8, 2023

    I thought they sold Sherwin Williams, they do not. It was Sunday & I did not know if any other places were open. The paint rep told me they could make any of SW colors, upon telling him what I wanted he told me they could not make that one. The $72 can I received was rusted as if it had been outside for 10 years. 3 days later I had everything ready to paint, when I opened the can I realized it was not completely closed (thankfully it didn’t spill in my car). The paint was a huge clump that could not be stirred. When I spent part of my day off work going back to the store to get a new can. Did the mgr or the same paint rep even say they were sorry for the inconvenience, no. I was offered a replacement but they were out of the upgraded bathroom paint I originally bought so I had to downgrade, again without as much as a verbal apology. Then I had to use 3 coats to get decent coverage with the low quality paint.

    2 people found this review helpful
    Customer increased Rating by 4 stars!
    Verified Reviewer
    Resolution response: May 20, 2023

    The company worked with me to help me purchase new mouse traps. It initially was very difficult, but they called me and coordinated with me to get the mouse traps.

    Original review: March 10, 2023

    If I could give them zero stars I would. They didn't ship me a complete order and when I call to have them ship the rest of the order, after a long hold time, they told me I needed to contact FedEx first to get an incident number and then I could submit a claim. I just wanted my 3 extra mouse traps. Instead I spent $10 on shipping for a $4 mouse trap and a $5 rodent repellent fragrance. They have lost my business over 3 mouse traps they forgot to ship.

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    Verified Reviewer
    Original review: Feb. 3, 2023

    Cannot believe how lazy and inconsiderate the male cashier was today at the Colbert Ace Hardware. It was 15 minutes till closing when I arrived and attempted to find a plumbing item on my own before asking for help when I couldn't locate it. I went up to the register and asked the gentleman, an older hippie/biker type with bandana headband, if someone could help me... he immediately said no, he was stuck at the register. I asked if there was someone else who was able to assist me... I was completely dumbfounded, “You mean there is no one in this store who can help me find what I’m looking for? I’m the only customer in the store.” He said "No, Ms. ** and me are the only two here.”

    Fortunately, there was a young man with a cute puppy who said he would help. Found out he was an employee who came in for something and volunteered to assist me off the clock. This young man went out of his way to help and not be paid when a paid employee wasn’t willing to do anything but stand behind the register. All this cashier had to do was lock his drawer and walk a few aisles down. He knew there were zero customers in the store. I heard him counting his drawer when I first went back to look. Why do people apply for customer service positions when they possess absolutely no customer service skills and have no desire to? Better yet, why isn’t the owner reading these reviews and correcting the issues?

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    Verified Reviewer
    Original review: Nov. 27, 2022

    I placed a curbside order and decided to pick it up before it was supposed to be ready, went to the store within 10 minutes of ordering and the item was already available for me at the service counter.

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    Verified Reviewer
    Original review: July 26, 2022

    I purchased a replacement key fob 2 1/2 months ago and the key stopped working. It has left my daughter stranded at school. The Duncanville/Dallas locate told me that the warranty is for 2 weeks. This was not discussed when I purchased the key nor did I receive anything in writing saying it was good for 2 weeks. I paid nearly $200 dollars. Alex, the manager, originally offered to refund the money if I could bring him the key. He called back and said that the owner and corporate said he couldn't. This was the 1st time I had used Ace in a long time. I WILL NEVER SHOP THERE AGAIN. I now have to ship a broken key to her to try and get the car to a location to get the key fob reprogrammed. I was told that was my responsibility.

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    Verified Reviewer Verified Buyer
    Original review: May 11, 2022

    Similar to most rewards programs, with Ace Hardware rewards, when you buy something, you get rewards 10 points per dollar spent. But:

    - To use those rewards, it can take upwards of a month to apply it to something you buy next time. You won't see this minute but important point on the customer end, but call their customer service and they'll reveal it.
    - To make it worse, let's say you were lucky and the reward is working. But the exclusions list for applying Ace rewards is almost all the products 'the average hardware store shopper' would 'normally' buy at a hardware store.

    - Most of the major hardware product brands (sold by Ace hardware as well) are excluded for rewards usage by default regardless.

    So the probability is very low for real usage of Ace rewards for something a customer might actually want to buy, rather than getting tricked into using 'free money' from rewards to buy something customer didn't want to buy to begin with. It's a gimmick. It's a terrible copy of rewards programs used by competitor hardware stores.

    And the cherry on top is Ace Hardware's telephone customer service. Wow. Unbelievably terrible. They will provide absolutely zero help regarding rewards. They will say something along the lines of "I don't know, whatever the website says is what we see also and there is nothing we can do'. Ready for some laughs about what's excluded from rewards at a 'hardware store'? Check out the Ace hardware rewards exclusions list that can be found on the link below:

    My 2 cents is don't support unethically operated businesses like this. Take your valuable money to another business who doesn't trick you with half truths and unpractical jargon. I have rated 1 star out of 5 stars because a less than 1 star rating was not possible. If it was, I would give something as close to 0 stars as possible.

    2 people found this review helpful
    Verified Reviewer
    Original review: Jan. 21, 2022

    BUYER BEWARE - ACE HARDWARE WILL NOT HONOR A CRAFTSMAN LIFETIME WARRANTY AFTER 90 DAYS. After 90 days since purchase you have to contact the manufacturer directly for an exchange. I called ACE’s Customer Service line and was told the same thing. Never again will I pay a premium for Craftsmen hand tools at ACE Hardware.

    2 people found this review helpful
    Verified Reviewer
    Original review: Jan. 14, 2022

    They shipped half of my order to me - and half elsewhere! They won't ship me the other half - "it's already been delivered". So now I'm going to have to find it and go get it myself or buy it again. Never had this problem with other big box stores. Don't waste your time and money with these morons.

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    Ace Hardware Company Information

    Company Name:
    Ace Hardware