Ace Hardware Reviews

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.

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.

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

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.

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.

This was a simple order that was for 4 strands of red and 6 strands of green LED Christmas lights. The total order with shipping and tax came to $141.98. When I received the confirmation I laughed because the order looked like I had ordered 16 boxes which you will see with the attached picture, but of the the 10 total strands actually ordered, 6 were being shipped to me, as I wanted them to, but the other 4 were being shipped to my local store for pickup. I immediately emailed them back because I was shocked that someone in order entry would not have questioned this order and called or emailed me asking if this was my intention.

Did not honor their ACE Rewards program. I emailed 3 RFI's and they chose not to respond (I don't think that they ever do). Incredibly poor customer service. Tried 2 different stores with same results - nothing.