Ace Hardware Reviews

I will never order through Ace again. I placed an order online and I had nothing but problems getting my order. The store lost my order. I was given a $25 compensation. When I canceled the order because it was lost they refunded me the full amount minus the $25 compensation they gave me so they took the compensation back.

I have shopped at Ace for a long time but I will never shop there again as I have had so many problems with Rewards. They send stuff in the mail. I get emails and when I use my app the offers are no longer available. Their rewards problem is very deceiving and I have been on the phone repeatedly with customer support and furthermore I have gone to stores and they have told me that the information does not match what they have. I'm sure if you are part of Ace Rewards program you've had problems just like mine. I have had enough of the nonsense and I am not shopping at Ace Hardware anymore and I urge you to do the same and maybe they'll get the clue and change their program to stop being so problematic and deceptive.

These people are their own worst enemies! I've never seen it so bad for any company that is in business this long. The entire experience of dealing with ACE Hardware will have you gouging your brain out. I cannot fully express here how terrible it is here. Ordering was fine, but everything after this was a circus! The end result is, I was delivered product with a smile that was severely damaged in shipping and 20% of the product was lost (Promix BX Potting Soil 3.8 cu ft. Bale - 60 lbs).

I would love to support any of the Ace Hardware stores in my city; however, every time I try, I regret it. I place online orders only to have them cancelled with no explanation, no phone call, no offer of a substitution. Just an email saying my order is cancelled. This has happened now three times. If I use my rewards online and the order gets cancelled, my reward is gone. I've gone in because the website says the store has what I need, but when I get there, no one can find the thing I'm looking for. Generally they do not have what I need even though their whole ad campaign is "what you need in stock." Their prices are high, which would be ok if the products and service were good, but they just aren't. I'm never going to shop there again unless they are my ONLY option.

Aces are locally owned and customer service and inventory vary wildly. What is consistent is the ultra low quality of their products. In the last year I have bought a screwdriver set where the handles break with first use, a defective soaker hose, and a hose repair set with stripped screw beds. Just don't buy anything that can possible break because if it can it will.

About three years ago, maybe four my wife for my birthday got me a Weber grill from the local Ace Hardware. She went in there telling them we have natural gas. We don’t need the tank. They sold us an LP grill and gave us a natural gas hose ! stupidly it took me four years to finally figure out what was wrong with this grill. It took forever to warm up. I called Weber and they even said I quote Ace Hardware doesn’t know what they’re selling. I am so upset by this because you hire the most incompetent people to do a job who sells a customer with natural gas a LP grill and gives them the adapter hose for the grill. Unbelievable. Buyers Truly Beware. They are super stupid.

I am writing to bring to your attention the reality of working at Ace Burlington, WI, where those who truly keep the business running are ignored while mediocrity is rewarded. During my time as a cashier, I was more than just someone who rang up transactions—I built relationships with customers, made them feel valued, and went beyond my job description daily. Whether it was helping a struggling customer, looking out for the remodel crew, or creating a welcoming atmosphere that brought people back, I made an impact. And yet, management chose to dismiss that value.

I ordered an entire gutter system to be delivered. The delivery arrived missing parts. When I tried to get the missing parts, I was told the $2.99 part could be shipped to me for a $15 charge (??). The other missing part could not be shipped but I could drive to pick it up myself at a different store. I contacted Customer Care 4 times. No one even tried to help. All I got was “sorry for the inconvenience”. I finally found out after numerous calls that the missing parts were out of stock so the store cancelled those items. No phone call, no message, no communication. The store should have called me immediately and told me what was happening. Instead I was left to guess. Customer care was useless. Very disappointed in this company.

Ace Hardware Show Low, AZ - I took a Ryobi chainsaw in to be repaired. I had the cover and brake in a bag. I also had a spare chain in a separate bag to be sharpened. 76 days later nothing had been done. Their claim was that there was a missing spring. I was told that no one had called because they did not have my phone number even though my name, business and phone number are in their database. They didn't even bother to sharpen the chain. The manager was very apologetic, but offered no resolution. The spring is readily available from Ryobi for $3.86 but they could not be bothered. Do not, under any circumstances take anything to them to be repaired - you will be disappointed.

THE WORST CUSTOMER SERVICE EXPERIENCE EVER. I placed my order over the phone for 6 privacy screens. They had 3 in stock and needed to order 3 from the manufacturer. This was October 19 and was told it would be in Friday October 24. Never got a call that it was in so I called to check if it was in, the guy I talked to was VERY rude and we will call you when it's in. I called back on October 25 because I never got a call. I was told it would be in Friday, I got the same rude guy telling me they would call me when it comes in. I called on October 30 to only be told they were never ordered. I was told they would order them now and get back to me with an ETA, that also never happened. I called back to be told they were to busy and never called the manufacturer. But they were quick to take my credit card payment. I ordered them from another company.

I went into an Ace Hardware in Colorado Springs on Austin Bluff. I needed an old metal toolbox opened without a key. Even though they tried and couldn't get it open with their help and tools a customer was able to get it pried open, a former locksmith. Thank you to Fenn, Harold and Noah and the store front greeter, you are all kind and helpful. I bought a new soft side Stanley tool bag while I was there

Paid $38 for express shipping which was suppose to arrive Tuesday. They didn’t bother to ship till 2 days after I ordered.. They shipped it the day it was suppose to arrive. Needed the item before the hurricane hits and now it’s too late. Don’t waste your money on this site.

I went to the Ace Hardware on W Grant Road this morning, and arrived early. They did not open till 8 am. So I went to get breakfast while waiting for them to open. I came back and at 8:00 am I got out of my car and walked up to the door, but they were not open yet, so I hung around for a few minutes then I knocked on the door and someone inside knocked back, but did not open the door. I left and went to another Ace, because they are many in Tucson.

The worst online shopping experience ever. I placed an order, it was lost in transit. I didn't fault axe and places another order for the same item, 5 gallons of horticultural molasses. I received one. I contact customer care and they say they refunded my purchase. They did refund the initial purchase, but for the second one I have now been charged $130 for 1 gallon of molasses. I will never shop at any Ace ever again.

Ace Hardware ran an ad saying if you bought a M18 Light you would get the M18 radio for free. The ad was up on Facebook and their website. Through email they stated the ad was real however they won't honor the deal.

Today I had it for the last time with finding ACE products online at their website, make my purchase and used an ACE rewards/coupon, went in to the store to pickup, then they tell me one item apparently they don't sell because could not find anywhere! And again I lose the benefit of getting the reward discount because now my order no longer qualifies! I have had it with this. I blame ACE corporate for not properly managing their inventories and website, and border lining on false advertising about the use of Rewards coupons. For now on I will purchase from a competitor!

Do not purchase at Ace Hardware on 83rd Ave. and Camelback in Phoenix Arizona, employees have horrible customer service, they do not do their job right, they are stupid, I bought sawsaw blades by mistake and wanted my money back that same day that I made the purchase and showed them proof of the receipt and they total totally refused and told me to return the next day to speak with the manager, however I went to another Ace Hardware and told them what happened and their employee was able to give me my money back.

I was shopping online, the ACE website says, "Your order will be ready same day we will send you email." I did not receive email. After couple days called customer service (she was very nice Lady). They said, "We don't have that item and it will take 2 weeks to ship to store." I asked cancel the order. She said can not cancel the order. It must go to store then call back to cancel. What a old fashioned, terrible website system. I never order from them.

For a company trying to compete with Lowe's, Home Depot, and Amazon, their online process and distribution is so broken I'm surprised the company still exists. I ordered two items totaling $400 online with a delivery date of 3 days later. After 5 days I called the store who had no idea why it was cancelled, and referred me to a corporate number. I was then told the order was cancelled the day after it was received, but they could not explain why, and I was never sent any updates. It is frustrating to have to track down your own order and find out later it was never even sent. No communication, no updates, no explanation. I was trying to use a local store, but it turns out that Amazon is quicker, and slightly cheaper.

I was looking online on Ace for inflatable kiddie pools and it showed they had them in stock here in Russellville AR so I stopped by to purchase one so I asked the girl that worked in the middle of the store counter desk and she said we don’t have those here in the store so I told her, "Ok because they show you guys have them in stock right now" and with a attitude she said, "Just because it shows they are in stock doesn’t mean we have them in the store." There is different ways of saying it like, I’m sorry but it shows they are in stock but we don’t have them at this time, without having to get an attitude. I don’t go into this store very often but I definitely won’t after this. I just left and purchased at Walmart super center.

Never under any circumstances purchase anything from this corporation's website. I bought a Toro Mower a week ago (order #**) and, according to the information on their website, it was supposed to arrive at the local store on Friday. When I called the local store, they said they had no information and the truck with equipment sent from the warehouse was expected on Saturday. On Saturday, my order was not in the truck, and the local store said they knew nothing and couldn't help me. I called website customer service and was surprised to learn that they hadn't even attempted to ship my order and didn't know why this was happening.

Purchase a Mr. Cool mini-split from Ace on May 30, 2024. Charged $ 475.15 to my credit card. Received one of two cartons June 3, 2024. June 5 emailed Ace asking where the other carton was? June 9, received email from Ace tell me to contact Mr. Cool. Mr. Cool doesn't answer the phone. June 11, sent Ace another email. June 13 received email from ACE again telling me to contact Mr. Cool. Tried again and Mr. Cool tells me to contact ACE.

I ordered an upflush toilet for my basement apartment I wanted to get finished with a deadline for a move in date, Ace In Branford CT helped me place an order which I never received. Instead they Gave me a different toilet than the one I ordered. Now I lost a tenant and need to return this toilet and reorder from a better vendor. I will drive out my way Instead of buying from them. Again horrible customer service when it comes to fixing their errors.

Don't waste your time placing online orders! They have no clue what's actually in stock and will cancel your order! It's a pathetic waste of precious time, and then the Ace Rewards system doesn't even return the rewards that were applied to the (now canceled) order! So additional time wasted contacting corporate to get a replacement Ace Rewards coupon code, only to have yet another Ace store pull the same lame trick. Absolutely disgusted with Ace at this point, furious to the point I will never recommend Ace and am actively warning others - Don't expect any online order through Ace Hardware to be anything but a waste of time and a cause for frustration!

Been doing business with Ace Hardware for several years. I say by far the best and only hardware store I will ever go to. I would highly recommend this store. They care for their customers - Quality of their products are good, customer service is awesome and they welcome me every time I come in.

Buyer Beware: If you are wise, you will not order anything from this online Ace Hardware Marketplace. You will get what they want you to have instead of what you ordered and in most cases the items shipping and handling is high! Their lack of integrity forces you to received items that you did not order. Reason being that they do not want to miss the purchase that you just made, therefore they improvise and send you what they think is close to it! They also expect you to make good on their mistake. Take the item to their closet retail store for a refund less shipping and handling, is what they think. This is felonious, they know, knew and with intentional deliberate acts, sent the wrong product having their own evidence that it was indeed the wrong product. My total was over one hundred dollars. Shipping and handling was forty-nine dollars and change. Now I have to get my bank involved, in their felonious behaviour of not having order and integrity.

Horrible experience. First time, last time. Purchased an item, received an email the item was ready for pick at the store selected, as we’re getting ready to pick up the item, get an email the order has been canceled and a refund issued. WHAT! Make up your mind. Called the Customer Support line and another waste of time. Rather than make things right, they basically said I’m not so many words. Sucks to be you. Figured to give Ace a shot for the sale item. Should have went to a competitor. Next time I will. One and done with them.

I bought 4 bags of this "potting soil" last week. It was actually lumps of clay mixed with sand and rocks. I am really disappointed. It has no nutrients, the only organic matter was some stray sticks. Ace should know better than to put their name on this crap. I feel they owe their customers an apology.

I ordered 22 items from website, all showing in stock at store and available for curbside pickup in 15 minutes. Once order was received I got an email stating that my order was « Once order was received. I got an email stating that my order was « not yet ready. «  Upon reviewing the details of this email. It was disclosed that two of the items were in fact not ready for pick up and not at the store. The expected date that I could pick them up was a full week later. I then canceled those two items and continued to wait.

We purchased a rv water pressure regulator from the Davis Ace Hardware in Springerville Arizona. We installed it, it did not work as intended. The water flow was very slow. We fussed with it for a while, with no change. It would not work as needed. My wife took it back for a refund a week later when she was heading into town. With the open package, and receipt in hand, she politely asked for a refund. She was exposed to having to go through several level of scrutiny, by different employees, at one point having to wait five to tens minutes while they chose to test it. An older gentleman came back and told her that it works. My wife said, it didn't work for us, and he said, "It works here."

Ace Hardware in Susupe in Saipan. I already open claim to Attorney General. I will report to BBB, Consumer Affairs and all. I bought hose 08/24 then asked for refund 08/25 with same condition because the item is not washer hose but they denied because the product is soaker hose, not refundable. There is no damage at all, can not deny for no reason. I called Lois ** Ace Hardware cor MP to complain. Lois called Supervisor Angie and Angie lie to Lois that I bought 2 days ago and there is water in the hose. This business hurting innocent people by wrongdoing, lie, unreasonable policy. Why nonody explained to me before I purchase this is not refundable item. Why 2 employees eager to find items and recommended to me when I ask longer hose for washing machine? Why this Supervisor Angie lie to Company in front of customer. I recorded the lies.

We have been going to this store for over 10 years now, not to mention we have spent thousands in this store over time. Most of the time we have a decent experience. HOWEVER....today we were treated like garbage by an employee named Carl, an older, know it all man with a terrible attitude and he talked down to my wife like she was stupid or something.

As of July 27, 2023, this program is less of a benefit. The new rewards coupon is Get $5.00 off of $30.00 spent regular price items. This just change from Get $5.00 when spending $20.00. And a while back it was to get $7.00 off. Does not work with sales items. This program has less and less value, not worth participating. We all know we have been stuck with higher prices due to someone's inflation economics. But cost have come down, but retailers are not pass their lower cost to the consumer.

Think twice before buying any item online and privately owned stores since they claim they are “not affiliated” with each other and each store has the right to deny you a refund with a valid receipt regardless of company policy. I purchased an Ego battery that would charge but not hold longer than 30 min. while in use. 3 days later I tried to return it only to be refused a refund/exchange. This item does not qualify as gas equipment as the owner stated, I hope the $180 is worth him losing local business. I was also told by the manager, to “take the battery and get out of his store” when asking for them to show me the store policy and his last name. Unfortunately, shopping local to support a business was a mistake. I also emailed corporate and never received a response and called customer service with no resolution. No seems to know their policy and makes it up as you talk to them!

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.

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!

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.

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.

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.”

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.