Ace HardwareConsumerAffairs Unaccredited Brand
Bought a 3mm deep wall socket crack 2nd time I used it. Original store out of business, travel to 3 different towns, they won't give me a Craftsman replacement. My socket was Ace, attendant says they don't make them anymore. Called corporate same cockamamie bull story, can't help me, so of course I think Craftsman is junk and their so-called life warranty sucks. Always wanna give you used junk, now Ace tools are junk also, customer service sucks, warranty sucks, stores suck (the ones that are open still). Needless to say I will never nor any of my family and friends will darken their doorstep again... service sucks, products unsupported... steer clear unless all you need is a bolt or piece of rope, but they probably won't have the size you need.
Ace Hardware refuses to honor an extended warranty on a motorized chainsaw I purchased from their store. Without conducting an impartial investigation into the cause of the catastrophic failure of a brand new chainsaw I purchased at their store, Ace has concluded that nothing but operator error was the cause and refuses to explain how they reached such a conclusion despite the possibility of a manufacturing defect or material flaws. I believe Ace Hardware may be engaging in consumer fraud, and I am kindly requesting your office to review my case. The chainsaw I purchased from Ace is a “Stihl” brand, model MS251. I purchased this equipment for $359.00, not including tax. I initially wanted to purchase the smaller model, the M1 70; however, the salesperson talked me into purchasing the MS251 because it is a sturdier model.
Despite my reservations toward purchasing more expensive, the salesperson also talked me into purchasing an Ace extended warranty, since the chainsaw is an expensive piece of motorized equipment. I did not use the equipment for any work – I did not even fire it up once, not a chip of wood was cut. I attempted to start it up for the first time ever on January 28, 2018. The chainsaw would not start and after approximately eight (8) attempts to start it, it began smelling of burnt rubber and I discontinued my efforts and brought it into the Ace Hardware store in Auburn, Washington, located at 308 W. Main Street, Auburn WA 98001. I spoke to the Ace employee at the Stihl Service Desk, who looked at the chainsaw and informed me he thought I most likely “mishandled” the equipment and may have “burned out” the clutch.
He insisted that I kept engaging the clutch to the point of burn out, without considering the other possibilities of equipment defect or malfunction. Unlike my other Stihl equipment this unit took eight (8) attempts, of about 3-4 “pulls” of the cord, to start - and that was one of the first signs of trouble that could indicate a faulty unit. They did not want to consider that symptom as an indication of underlying problems - despite the fact that Stihl prides itself for quick and easy starts. He informed me that if it was a burned out clutch it would not be covered under the warranty because it would be deemed “operator error.” He would not entertain my explanation that the clutch lever or other mechanism could be defective when I showed him that the clutch lever was in the “disengage” or OFF position on the equipment when I started it, like I do my other Stihl saws I purchased from Ace.
He attempted to induce me into paying for repairs. I refused to pay for any repairs but acquiesced to paying a $50 “troubleshooting fee”, and insisted that I had not mishandled the chainsaw. I explained exactly what I did – which was merely to attempt to start the equipment with the clutch lever in OFF, exactly according to instructions provided by the manufacturer, and exactly as they demonstrated when I purchased the product, and exactly how I start my other Stihl chainsaws for years now. The operating sequence is identical to other Stihl chainsaws I've purchased from Ace and I told the employee that I followed the same process with the clutch lever in the OFF position.
The service desk representative then told me there were “other such incidents recently” where the Stihl chainsaw catastrophically failed from a burned out clutch. When I asked for details about those “other cases,” and what the outcome was, whether the warranty covered those similar incidents, he said he was not “made aware” of the outcome of those incidents and investigations. I left my chainsaw that day at the Ace store and told the employee I wanted him to contact the Stihl representative who was responsible for warranty determinations. I informed him that I wanted the warranty to cover a repair or I wanted Stihl or Ace Hardware to provide me with a replacement. I received a follow up call a few days later, from ** who stated that he knew the details of the other case and that the customers were blamed by Ace for starting the chainsaw the wrong way and Ace made the customer purchase another chainsaw.
My chainsaw is the same brand. I asked ** how they could make a positive determination that the manufacturer (Stihl) did not have faulty materials or mechanisms that could cause the clutch to stick in the “ON” position, regardless of the position of the lever that engages and disengages the clutch? He was not able to answer that question definitively, so he repeatedly reverted to “operator error,” which is a convenient escape from warranty responsibility. I not only have the manufacturer’s warranty, but the additional warranty Ace sold me as an “extended warranty.” Ace is now saying neither of two (2) warranties covers a brand new piece of equipment, which has never been used, against material flaws or manufacturing defects. They have concluded the catastrophic failure of my new chainsaw is a result of a single act of operator error, without providing any evidence, explanation, or rationale.
Operator error is not plausible in my case for two main reasons. 1- I've operated and I'm familiar with Stihl equipment for years and the German made equipment is very sturdily built of durable materials, barring an occasional defective part. 2- I have 39,831 hours of documented and verifiable technical experience in aircraft maintenance over the last 22 years working for a major airline- and I'm very familiar with motorized equipment. The only way a catastrophic failure of that degree can occur in a singular moment is due to design, material, or mechanical defects - and those possibilities cannot rationally be ruled out by Ace. No one at Ace has explained how they determined the failure cannot be from design, material, or mechanism defects.
The Service manager argued that even his garden equipment mechanic, who's been doing this work for 20+ years, thinks it is operator error that I burned out the clutch—but I felt obliged to refute that by expressing that I have over 39,000 hours of documented aircraft maintenance engineering experience, during which time I have operated highly sophisticated motorized and electronic equipment - and that his judgement cannot be competing with what I know in my field, with higher equipment. After discussing the matter for a third time, with **, he referred me to the Ace Hardware owner, Darren Jones, as the contact point for filing a complaint.
The only thing certain at this point is that the clutch burned out. Ace cannot know for certain why the clutch did not disengage, despite the fact that the clutch lever was in the “disengage” or OFF position, which is how I start all my chainsaws I've purchased from Ace since 2015. If the equipment that Ace sold me is so delicate that it fails before even using it then there is some type of manufacturing or design defect. Moreover, Ace is defrauding customers if they are selling such faulty equipment and extended warranties on such faulty equipment. Ace and Stihl would rather conveniently blame the customer for holding, starting, and handling equipment than honor either of two (2) warranties they induced me to purchase. It is not plausible that this chainsaw failure is due to operator error.
It is very possible that Ace and Stihl are refusing to honor the warranty of this line of equipment possibly to avoid making good on their promise to customers and not letting other customers know the results of other investigations and outcomes. I believe they are accusing and blaming the customer in order to avoid responsibility under consumer rights. I am asking for full repair or compensation for the chainsaw, that Ace and Stihl honor their warranty, as well as the extended warranty, which they induced me to purchase. I also am asking for a refund of my $50.00 troubleshooting service fee, which was what they charged me on January 28, 2018 to look at the chainsaw.
This happened yesterday evening at around 4:00pm in Wichita Falls, TX. We recently had a new Ace Hardware open in the last few weeks and this was my first visit in. I was out doing some banking and decided to stop at Ace because it's on the street behind my bank and I haven't been in yet. My intent was to just browse and maybe buy something small if I remembered I needed something. I only had $13 and some change in my account, so couldn't afford much anyway. I entered and am immediately welcomed. The lady up front asks if I need anything (1). I tell her it's been about 20 years since I set foot in an Ace and am happy to just look. I head straight for the gardening aisles. A guy then asks me if I need anything (2). I tell him I'm just browsing the gardening section in anticipation of the upcoming growing season.
A couple aisles later, the cashier lady asks again if I need anything (3). I tell her, "I'm just learning the layout of the store, thanks. I really don't need anything specific." They're beginning to be a little pushy. On the other side of the store, after being asked times (4) and (5) if I need anything, I find the drill bit aisle. I'm super excited to find itty bitty ones in stock and make sure to mention that to the next person who talks to me (6). I go on to ask if they sell flex shafts, because by this point I've come up with an answer to their incessant pestering. I get a flat no and am just told about the Dremels, which I say I am reluctant to purchase because my current low rpm one is utter crap.
At various points while I'm in the drill bit aisle I get my phone out of my purse to look up a couple things about rpm requirements for flex shafts as well as a drill bit to wire gauge conversion chart. The most recent guy starts asking me weird questions, like if I go to the local college. I tell him I graduated a while back. After I've selected my drill bits, he offers to take them to the front counter to hold for me. I say, "No thanks, I'd like to hold on to them and continue browsing the other aisles."
Two more times I am asked if I need anything (7), (8) by even more employees before I'm fed up. This whole time I've been polite in denying them. I end up going back to select a spray head for my watering hose. I transfer $5 from my savings to my checking to cover the tax of my purchase. When I get to the register, the cashier girl is walking off to do something, and says as much. Really, after all the pestering? I needed help finally and was put on hold for a couple minutes. She finally checks me out and tells me about the rewards program. I'm polite and ask about a brochure to consider it in the future. This store does have plenty of things I would purchase in the near future.
Here's the kicker! As I get ready to leave the store, a police officer is entering. I didn't think anything of it and open the door for him, as you do in Texas for anyone. He stops me and asks to check my bag. I think he's joking and hand him my Ace bag with receipt and all. Then he asks to look in my Purse! As if I had stolen anything! He tells me he got a call about a suspicious young woman shopping at the store and if there's anything in my bag. I told him the only thing weird in there is an ** I recently got prescribed. He seems surprised, peeks in, finds nothing amiss, and apologizes for the intrusion.
I make sure to tell him that all of the employees had been harassing ME and making ME feel uncomfortable. I later called the store manager and said that I will never visit their location again after what happened. Calling the cops is a little extreme for someone who only wants to browse in peace. Also, feeling pressured to buy something because your employees are bored is equally awful.
I placed an order at Ace Hardware online ordering on December 22, 2017 that was to be shipped free to my local Ace Hardware store. I received a confirmation the same day that stated the item was in stock in their warehouse and would be delivered to the local Ace Hardware store for pickup within 3-8 business days. The confirmation e-mail stated that I would receive another e-mail when the item was delivered and ready for pickup. I received no additional correspondence from Ace. After giving them a few extra days because of the holidays, I called my local Ace Hardware store today to see if they had received my order. They had not.
The supervisor at the local Ace store called to check on the order and called me back right away. Ace's online ordering group in fact did not have my item in their warehouse and had cancelled my order without notifying me. I was told by the supervisor at my local store said that I was not the first customer to experience this result when they had placed an online order from Ace. He apologized repeatedly and hoped that I would not let this experience negatively affect my attitude about the local Ace Hardware stores.
This is the second time I have a complaint. My other son went in Ace (Monahans Texas) to buy some staples and he was told to leave and the friend that was with him was told also to leave because she was hanging around with the wrong people. Just because the manager (Robert) does not like me does not give him the right to treat all the other people that knows me from going in to buy what they need. That is prejudice and since Ace Corp. was notified if ace corp. cannot do their job why buy from them? I'm sending a complaint to the BBB and the attorney general office. I thought ace corp. had more respect for their customers.
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Ordered an in stock generator 2 weeks ago from Ace to pickup at a local store. Did so to try to give someone other than Amazon my business? And thought that by having it shipped to an Ace in town, the owner would make some money as well. After a week, I went by the store and they knew nothing about my order nor could they help me track it. Figured it would show up in the next couple of days so I left and when I didn’t hear anything I phoned Ace.com customer service and was assured that it would be there this Tuesday (the Tuesday before Christmas). On Wednesday right before I was getting ready to call again, I get an email from Ace with no explanation saying they were unable to fulfill my order! WTH!!! No wonder Amazon and the Big Box stores are kicking the little guy's butt. Not sure who the CEO of this company is, but somebody needs to buy these bozos out and teach them how to merchandise. Ace isn’t the place folks!
I purchased a qt. size container of Ceramic Thin-set that was obviously used before and returned to the ACE Hardware Store. There was grout material on the outside of the can and you could see the can was previously open. This item cost only $9.99 but since I needed only a little, and this was the only can in the store, I decided to buy it and politely asked the cashier for a small discount, since the product was already opened, used and returned. She looked at me like I was crazy and charged me full price and wouldn't contact a manager because there were at least 3 customers behind me.
So out-loud I said to my wife, “This is why I hate shopping in ACE,” and made sure the other customers took notice. I also told the cashier, I would use what I needed and would return the item in two hours back to her for a full refund. She didn't even care and handed me my bag and receipt. Of course I won't return the item, but believe me if Lowe's or Home Depot has something I need I will never go back to ACE Hardware.
Let's start w/ a misleading depiction of a shower stall online that led me to purchase what appeared to be a "free standing" stall. When I went to unpack my purchase, I found a stall that required wall support on three sides. This would not work in my situation so I returned to store it was shipped to, on 9/21. On 10/4 I am still being told my credit is "processing" that should take "3 to 5 days" on the thirteenth day. Ace Hardware online buyer, BEWARE!
I just had the absolute worst customer service at the Bend OR Ace store. We are pretty regular shoppers and I went in with a return -- having no reservations. Apparently, according to ACE I had only bought one of the items and was trying to return two. They then took both items away after crediting me for one only. I never expected this. I had been surprised to find that only one was on the receipt (they printed at the store) but I had every intention of talking with my husband and said I would like to look for receipts at home. I was denied.
Not only was I denied and made to feel embarrassed as if I had done something wrong, Lance, the assistant manager was rude, unhelpful and hummed as he disregarded my concerns and when I requested the manager's name he said - she's right there, go talk to her and hummed again. I actually have gone out of my way to support Ace instead of Lowes or HD. I would have never had that trouble at Lowes, they have always given me the best customer service. From now on, that is where I will take my business as well as encourage my family and friends to do so as well. I don't try to shop at stores that are so rude, and in my opinion just stole something from me. Without a chance to look into something on my own, taking something away from me that I walked into the store with is wrong. The humming and the rude attitude were definitely not appreciated. Poor job Ace.
I reviewed the 2017 Best Reports and made a decision to buy a Husqvarna lawn mower, and I found one available at Ace Online. I ordered it and got an email saying I wouldn't be charged until the item was shipped. However, I got an instant email showing a charge to my card. I got no follow-up information on shipping status, so after five days I called back, and they said the item wasn't in stock!!
The customer rep said she'd contact corporate, but it would take 3 - 5 days to even hear back from them!! I called again to cancel, and someone from corporate called me back to follow up. He said they were out of stock but hadn't informed me since they were looking for the item in another warehouse. He said my card wasn't actually charged (which is true, now that I look). Nevertheless, this is a terrible flow of information for the customer and a bunch of needless waiting on nothing. I can't believe that this is how a big company operates in our day-and-age of supposedly-stellar customer service. This is not the way to go. Avoid ordering online from Ace!!
I had my Husqvarna 450 repaired @ Social Circle Ace Home Center. I was well pleased until I ran the saw approximately 15 minutes and the exhaust fell off! I called and was told to bring the saw back for repair. The saw was taken into the repair shop and the counter person came right back out said they were not responsible because they had not removed the exhaust. I argued that the exhaust had been removed in his shop and he adamantly denied it. This would be a good time to point out one cause for an engine starting and going dead when revved is a blocked exhaust. That is the symptom this saw had! The technician who repaired the saw was brought to the front counter and an argument resulted. He agreed to repair the muffler mounting.
This entire thing took about 10 minutes with an average of 6 customers listening in. One screw and three minutes was required for the repair. While he bolted my exhaust on he told me about another customer he had replaced a riding mower belt for and the customer complained it was not cutting. He told the customer to bring the mower back and discovered a blade was missing. How do you replace a riding mower belt and not discover the blade missing? I don't recommend you have anything repaired at this facility!
I have made numerous requests verbally over the phone, with email responses, using "unsubscribe" tools, and going online to the main website. All of these attempts have failed in stopping Ace from spamming my inbox with advertisements and unwanted email.
On Saturday 07/08/2017 I went to the ACE Hardware Store, "Hometown Hardware", in Waller, Texas to get parts for a plumbing emergency. The time was 3:45 pm... and yet the store had closed and locked its doors. The posted closing time is 4:00 pm... Monday thru Saturday. When I tried the door... the employees inside just gave me dirty looks. I had to improvise with items I bought at open WalMart. It seems these local people must close when they feel like it... regardless of rules or guidelines from ACE Hardware Inc. who I doubt would approve of the misuse of their company name. I doubt that ACE Hardware Inc. sanctions such behavior by those bearing the company name.
Lost card - online help was the pits. Asking for information I didn't have, asked for a supervisor, put on hold and same guy came back with a new name. Made 3 trips to store they said it bs. Look at ticket number all info is there. Guy was NO help online. Not a good time.
I went to the Romeoville Ace Hardware to purchase propane. I paid for the propane tank to be refilled 1999 used to debit card. Took my tank outside to get it refilled to find out that the gentleman could not refill my tank. He said my tank was expired. I went back in to get a refund. I was informed that the only way they could give it back was a credit and that day I would have to wait for my money to come back. I asked for them to give me a corporate number, I was told to look it up. I insisted that they give me a refund. I was informed that she spoke with the store manager. And I would have to wait. I asked for a pen and she throw it on the counter. I continued to insist on numbers for customer service. She then walked away.
I have only placed two orders via internet to Ace Hardware. The first was shipped to a different store than requested. It was Adirondack chairs that I bought for my son and his wife and they live 12 miles away. I requested it be delivered to a store near them and when I went to get it... it was not there. I was told that it was delivered to another store that was 25 miles from their home. I also ordered a small table and requested it go to the store by me, which is less than a mile. I went there and it has been sent to the same store the chairs were sent to. From my house this is about 20 miles away. I thought the first time was a mistake... but requesting two orders be sent to two different stores and delivered to the same wrong store quite far away is no longer an error. I will never purchase online from ACE again.
I was addressing the manager, of the Rio Grande store in Taos, NM, after waiting for 10 minutes to get a response for some reflective bubble wrap I wanted to purchase. He plugged his phone in his ear and just walked away. I dropped the 3 items I was going to buy on the floor and walked out. I WILL NEVER SHOP ACE HARDWARE AGAIN ANYWHERE!
Five days ago I placed an order online to have it shipped to my local Ace Hardware Store. They took the money out of my account and when I look to see the status of my order it still says processing. When I placed the order online it said product will be in store in 1 to 5 business days. I sent an email to their help desk and have yet to hear anything from them. Moral of this story is that everyone I speak to I will let them know never order anything from Ace Hardware online. They are horrible they don't care about their customers and their shipping sucks. Their communication is lacking on all levels. This is really sad to say but I get better communication when I order anything from Walmart. And I also get faster shipping.
Had product less than two months before fabric started unraveling. As of yet, no support on replacement from ACE. Grand Basket company who supplied material has been contacted also. Description: ASTORIA WICKER CHAIR. Item#: 8463556. Quantity: 1 at $219.99; Description: ASTORIA SWIVEL GLIDER. Item#: 8463549. Quantity: 1 at $329.99; Description: ASTORIA WICKER SOFA. Item#: 8463572. Quantity: 1 at $549.99.
When my weatherstrip on my front door finally saw better days, I started looking for the replacement rubber. I went to Home Depot, where I could not find a person to help me, or they were in groups of 2 or more yucking it up. Went to Lowe's, and found someone to help, but couldn't help. They told me to go to Ace Hardware. Before I went, I called and explained the item, and they spent a lot of time researching until they found the match. I ordered it on the phone and it arrived in three days. WAY TO GO ACE HARDWARE! You are the helpful Folks!! Thank you.
The Ace Hardware store at 41st & Peoria in Tulsa is run by a manager who is oblivious to customer service. She will never get it. The former manager was excellent and ran the store with superb customer service. Now that's all gone. I'll never darken the door again. I'll go right down the street and get better prices and the best customer service in town.
Went to store today. Needed help finding a replacement outside light pole decoration that broke. Cashier directed me to aisle 13 (I think) and announced over speaker that I needed assistance. Chris came over to help me. He spent about 10 minutes trying to find the right tubing circumference that I needed. Cut the tubing and found a pipe to fit inside to keep tubing straight. He then cut both pieces to size. This took about 15 minutes of his time. He was very cheerful. This is why I always come to this store. The cashier was very pleasant and happy too. Store has great staff which also reflects well about the store manager. His staff seems to be happy working there. Wish all my experiences in other stores were such a happy time for me. I feel like a valued customer.
I recently shopped at the Ace Hardware in Setauket and was more than unhappy with the customer service provided by the man calling himself the manager of the store. I waited for over 20 minutes for the manager to handle a return because only the manager was able to do this. He arrived after four calls for his help - he made no apology for the delay and was rude and dismissive when I expressed my opinion that their customer service left something to be desired. The other employees were helpful and acted appropriately, but a simple - "I'm so sorry for the delay, what can I do to help you?" from the manager was evidently too difficult for him. It's a real shame that no one is providing training for the management staff because I will never return to this store - there are plenty of other places to shop.
I went into my local ACE (Mission Street, Santa Cruz, CA 95060) to purchase a replacement toilet seat for my Kohler toilet and discovered that one of the toilet seats had been opened, the packaging exposing completely the replacement product. I checked the dimensions to make sure it was a sound fit then hung the seat back up where it had been, it was not the fit I required. I found the model I needed below on the shelf, leaning down to grab it I was suddenly struck by the prior toilet seat falling out of it's packaging.
I asked to speak with a manager as I was in pain and needing assistance. I was met with indifference and a shrugged off attitude from the owner himself, I was not trying to create an implication for financial gain, I was simply informing them that heavy items such as the one in question should not be hung in such a fashion when packaging is damaged. I was met with near hostility in this circumstance and while I know this sounds like a witch hunt, I assure you it is not. I believe the owner was under the impression I was attempting to fake it in order to receive compensation.
Some time ago I began receiving unsolicited e-mails from Ace Hardware advertising their sales. At first I just ignored them, but they were appearing with such frequency that it became a real annoyance. Unlike every other unsolicited e-mail I have received from a reputable firm, their e-mails do not include any opt-out procedure. I finally e-mailed their customer service address to request a stop to the e-mails, and received a response assuring me I had been removed from their list. However, the e-mails kept coming, so I e-mailed them again, and again was assured that this time my address really had been removed from their list. Surprise! The e-mails just keep coming. Clearly, Ace Hardware will never stop spamming me... and just as clearly, I will NEVER buy anything from any Ace Hardware store. I'm curious if any one else has had a similar experience with Ace Hardware.
I had a problem with Christmas lights that my husband brought on black Friday. I came in to the store and asked what I could do to repair the problem of the lights been dim. The Manager said he never heard of such a thing. He advised me to take a picture and come back with the empty boxes to prove that it was his product. On Dec. 24, I came back with pictures and empty boxes in hand as advised. I spoke to the manager again who stated he did not remember the conversation. I returned the Christmas lights a half hour later. He keep stating he could not find me in the system. As I was leaving I stated that this was the worst experience I have ever have. He made me feel so uncomfortable. I followed his directions. That is when the store manager to "** off " and walked away.
The young cashier named Tom was standing there and advised me that he would tell the store owner what had just happened to me and he said "sorry about that." On Dec 26, I call the store and left my name with Mary to have the store owner to call me and to this day I have not received a return call. I have always bought our lights at Ace hardware. As a matter of fact I think the year before we bought at least 10 new boxes. I main concern is the way he spoke to me. No one was ever told me to "** OFF" before. I would give no stars if I could. Avoid this store if you can.
I placed an online order on November 20, 2016. When I didn't get a follow up regarding the status, I called customer service that week. I was told rather rudely that I should wait until a full 8 business days passed and if I heard nothing, to call back. I was assured that my order was "allocated" but there is no shipping information available since they use their own delivery trucks. Once the 8 days passed, I called customer service and was told my order was still "allocated" but would have to wait another week to see if it showed up at the store where it was to be delivered for pick up. He called the store where it was to be delivered and said they said my order was cancelled. Customer service said they had no record of it being cancelled nor did I. He said the store had the item in stock but I would have to pay a price that was about 30% higher than the price I was supposed to pay!
I was told the stores don't have to sell it to the customer for the price they were given online because it didn't have my name on it. Yet, the reason it didn't have my name was because someone chose to cancel it! Remember, I didn't cancel this order nor did customer service. I think that leaves the store at fault. I asked for a supervisor who basically reiterated the same as the customer service agent. He said my order was "allocated" and he would put a request in to corporate as to why I wasn't receiving any updates. The following day I received an email stating my order was unable to be completed. This order had missed 2 delivery dates to the store and now they wanted to cancel? I called customer service and was told they still showed my order as "allocated" and after checking with another dept they believed the email was sent in error.
They had someone earlier that day with the same situation, different item and their item was already sitting at the store. So, this does happen. Strangely enough, the email even stated that this cancellation notice may be an error on their part! So, I'm told my order still looks good on their end. Well, after several more calls and emails sent by CS to corporate regarding a reply (which supposedly takes 48 hrs), I heard nothing. Another call to a CS supervisor and he sent another request to corporate for a response as he wasn't getting anything from them either. This time he requested they price match the item when it became available again. Well, to wrap this up, about 1 1/2 weeks later, now December 18, corporate has finally responded and has denied the request even though they expect stock in the near future.
Nothing quite like telling you "we plan on more of that item you reserved but we don't want to sell it at that price we promised, even though we are ultimately responsible for the whole mix up." Wow, I have never heard or experienced worse service. In all fairness, it starts in corporate. Customer service has no power to help you. They are in name only. They have no real time delivery system to check (archaic), they use a computer system that sends out automated messages canceling orders and state that "we apologize if this was sent in error", and a corporate office with no direct lines to customer service. I would not bother to write this, if I thought this was just a simple mistake. The company has told me several times they are not really connected to your local stores as they are each franchised. Apparently, these franchises call all the shots and corporate doesn't enforce the orders placed through online services.
I'm hoping this deters people from using Acehardware.com. Don't put yourself through the misery of dealing with a company who couldn't care less about you. Customer service really can't help you and the corporate level fails miserably at customer relations. They don't deserve your business online and if the stores are cancelling online orders (which this appears to be) someone at corporate should have your back! After all, aren't the stores using their company name?
WORST CUSTOMER SERVICE EVER!!! I ordered a xmas present for a family member 12/6 and immediately called the store it was shipping to so I could verify the order and to arrange pick up options. I was told my order has been confirmed and that it should be there within eight Business days and I received an email saying the same thing. Eight business days later I still have not received the "ready for pick up email" so I called and was told that my order had been canceled due to the item being out of stock. I was never informed in anyway that they were canceling this order. No email, no phone call. While talking to a customer service manager they found my item at an Ace location 60 miles away from the location I was shipping to. They said they could hold it and I could pick it up there. I said I ordered it shipped to the nearest store and could they ship it to the closer location?
ACE then told me that they could not ship it to the location I had previously requested that I have to go pick it now... Really? I buy something that qualifies for free to store shipping and you confirm my order, tell me the items available and ready to ship, and then it turns out it isn't and rather than trying to get my item to the correct location and remedy the problem Ace created you tell me I'm out of luck if I don't want to drive 60 miles to go get it!!! This is Ace Hardware's idea of customer service??? You don't even notify me that the order was canceled due to it being out of stock! I had to call to find out 10 days after I ordered! This is 10 days before Christmas!!! Now I'm hard-pressed to get anything there in time for Christmas. This is the worst customer service I have ever experienced and I will never shop here again!
I see that Ace Hardware has a ton of bad reviews and it's no wonder. They have a policy that they will not accept returns from another store when they sell the same merchandise. I had a very bad experience today at the Ace Hardware in my hometown. I bought an outdoor heater in a larger city because I was there for the day. I seldomly go into this city. So when I had to return the heater because my electrician told me it would short out my system, I brought it to my local store.
The clerk was very rude. The first thing she said was "what's this?" when I told her I wanted to return it. I told her "It's a heater", and she said "where's your receipt?" I had already pointed to it and put it on top of the item. Then she said "we don't take returns from other stores, we're locally owned". Why the ** couldn't she be polite about it instead of demanding a receipt when she knew she wouldn't take the item back? She didn't even look at the receipt. It was as if she owned the store, and I know she doesn't. It's owned by a couple of old men (brothers) who live in town.
And they complain when people go to Home Depot and Lowe's. Why shouldn't we when we get better customer service, and can return something that we paid for when the return policy is 30 days? Why carry the same logo if you won't take other location's merchandise in return? Can't they get credit from the home company, or the other location? It makes sense. Their prices are really out of this world and they have very little selection, and it's poorly organized. They stick it to the customer that doesn't want to drive the hour to the next town. I will not be buying my winter supplies here.
I placed an online order for an item for someone for Christmas. The item said it was in stock. The next day I received an email saying my order was processed and would be shipped shortly. 5 days later I received an email that was really vague - it just said "your order can't be processed due to lack on information." I thought, did I miss something when placing it? So I called customer service and they told me the order couldn't be placed because they were out of stock but I could drive down to Ace and see if they were on the shelf. What? What terrible customer service and what an inconvenience. I will never order from Ace online again. Very disappointing!
Ace Hardware Company Information
- Company Name:
- Ace Hardware