Ace HardwareReviews 157

I respectfully complained about the poor service I received ay my local ACE hardware store. I received an email from the Owner telling me to take my business elsewhere. A legitimate complaint should be viewed as an opportunity to improve the business NOT blame the customer and tell them to go elsewhere.

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). It was left for me to deal with for 2 days. Trying to chat is an exercise in futility. I tried to delete my account with chat, it says it can and then fails. When it transfers, the BOT leaves the chat before you are connecting to anyone and it locks up in this transferring state indefinitely with no way to exit, close the chat or initiate new contact. I finally reach a Chat agent that says I have to delete it myself and provides a link, but the form it shows is cryptic and poorly created, with no options for the blank confirmation box at the bottom. It says to confirm the request and provides a blank box with no suggestions. Does it want Yes? You finally get a suggestion if you highlight the box before you type something. If you type, it goes away. It's looking for a huge exact phrase, something like "I want to confirm the deletion of my account". Who does this? What's wrong with YES? Why not provide the phrase before so you don't have to wonder? You can email customer service and they will do the deletion immediately, but the Chat people cannot, and doing it yourself initiates a ridiculous process of receiving codes and emails and is just over the top! Earlier, I had previously called the store for help about 2 nearly identical Promix BX products that shows available on the website, but one of them has no delivery to store for pickup and delivery from store options. It can only be shipped at more than the cost of the item ($57). I already got free shipping and delivery on the other item, which was severely damaged. I never got a straight answer and still don't know why I can't order it or why it's on the website? Everything is an exercise in futility that will just make you crazy. No one here seems to care of acknowledge this, so problems just continue. This is about as bad as it gets!

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 was denied basic breaks due to staffing shortages while others received preferential treatment. I witnessed a culture that encouraged complacency and protected incompetence while disregarding those who actually did the work. When I advocated for myself, I was met with condescension rather than appreciation.
Now, with two locations severely understaffed, I'm curious—who will step up? Who will bring the heart and dedication that I, and others like me, brought every single day?
I am a Military Veteran, honored with an Army Achievement Medal, a Navy and Marine Corps Achievement Medal, and a NATO Medal. I am a graduate of Alverno College, multilingual, and have years of customer service and teaching experience. I am also someone who genuinely cares about people and the community. But despite all that, Ace Burlington would rather overlook real value to focus on people who do not contribute where it matters most—inside the stores, connecting with the communities that keep Ace alive.
Ace prides itself on being "The Helpful Place," but when management fails to respect and retain its best employees, what kind of help is actually being provided? I hope corporate starts paying closer attention before more dedicated, hardworking employees walk out the door—taking the true magic of the store with them.

I have tried to give Ace hardware a chance time and time again. But Dec 13th 2024 will be my last visit. I have gone there looking for items in the past,either the price is a joke or they simple don't have the item. Today I went to return a small item,and pick up something else. And was informed I couldn't return it without a receit or an member number even though I had the card I bought it with.returning hardware items is a common thing and should made as easy as possible. I informed the clerk they could keep the item I was going to buy and left with my return. Again this will be my last visit.

This place is a complete joke. I ordered a grill online. Select Saturday delivery and they call me and say the grill they have for me is broken and they need to credit me and then charge me for a different grill and that they don't deliver on Saturdays. I asked for morning delivery and they say okay and then in the morning they don't show up and I call and they try to tell me they won't be there till the afternoon. Then I asked to speak to someone else and they hung up on me five times. Now I have over $1,000 of charges on my credit card with no grill and no credits. Thanks, Ace hardware?!

This morning I found that I have a Craftsmen 1/4 socket wrench that is seized and will no longer hold a socket securely. I went to the Craftsman website which directed me to Ace Hardware for a warranty replacement. I went to my local Ace Hardware in Xenia Ohio and asked if they do warranty replacements. They confirmed that they do, and took me to the tool section. The associate found they do not have it in stock and stared at me until I left. There was no offer to order the replacement or even checking inventory at other stores that were close by. I went to the nearest competitor, and they replaced it in minutes with minimal effort and kind words. Ace in Xenia has been steadily declining and I only return there when i feel that what i need should be extremely simple. After 3 attempts at different services such as key duplication that failed, flashlight purchase that was bad out of the box, items confirmed to be in stock (2 associates could not find) and now a rude brush off on the warranty issue, I have learned my lesson to drive on passed the ACE hardware stores.

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. After my request to connect me with a supervisor, I waited 15 minutes only to find out that there are no supervisors on Saturdays. I have never in my life encountered a more inadequate and unreliable interface than this company's. The site doesn't load, there are endless errors, and it took 30-40 minutes just to place any order. Customer support has no idea about orders and can't even provide current information, let alone address more serious issues. The existing model of relationships with independent stores is obviously unsustainable, and I wouldn't be surprised if they go bankrupt. At the very least, the huge number of people complaining about their work even here will be spared from problems with a corporation that doesn't value its customers.

Trump has been convicted of lying and falsifying documents to conceal his porn star affair and election fraud in 2016. 61 court cases said he did not win the 2020 election so he tried to overthrow the election by various schemes including attacking the capital. However, the Ace Hardware in Rockport has decided to sell this traitors merchandise! I guess they were out of Nazi and Putin's products. I hope all real Americans will boycott this store.

I took an Ego chainsaw to them for repairs under warranty and they screwed it up. It took several weeks to get it back and when I went to use it there were 5-6 screwed left inside just loose. I got a very rude manager that basically told me to blank off.Ego showed no concern and said that happens lol. This was a store in Lee's Summit,Mo. Since then I would be hesitant about buying anything from there

Landon, the Kansas delivery driver, is overly flirtatious & sexual. Do not trust him! Had sex with several women in his Ace delivery truck & didn't think anyone saw & just didn't care if they did. Regularly showed up so different women could ride with him.

I bought 24 bags of Nusource black nuggets from University Ace Hardware in Oviedo on 4/9/2024. I paid $256.54 for them. Lowe's had them for $6.48 but out of stock. I took my receipt back to this store and spoke with Jesse who advised me that he worked 18 years at Lowe's and they don't have anymore because they were on clearance. They are only selling bulk items. Lo and behold, Lowe's notified me yesterday that they have the items in stock. It's on sale until today and tomorrow the price goes up by a dollar. I took my receipt again to this store. A female employee came and I explained about the price match. Here comes Jesse. He stated that I can't get a refund because their purchase price point is higher than Lowe's. I feel that he didn't want to loose face and he originally knew what Lowe's did and now he felt foolish especially since he wanted to impress the female who was assisting me. Why didn't he bring up the price they paid the first time. Be careful going to this store.
High compliments to the wonderful clerk at the front desk.
I'm never ever going back to an Ace Hardware Store.

Faith at the Spokane Valley store is amazing. I called all over town looking for quart of Drylok. She had one left. When I got to the store, she took care of tinting to the color I needed. Very pleasant and good conversation. She mentioned she had worked for the owners for over five years and planned on staying a long time because they take great care of the associates. Tough to find that kind of service these days. Keep her around, she's a good one.

I ordered a left drain bathtub, but they shipped the right drain tub. In addition, I wasted my time picking up and returning the tub to one of the Ace location.

Its really messed up how i found out that my son in bryan city schools is making adds for ace hardware

Ace Hardware Outlet
"After ordering a mixed package of products at first it seemed all ok and prompt shipment was confirmed. Then a sad saga took place full of lies and misleading information. I received a confirmation that the package has been delivered to my address on certain day. It was double confirmed. BUT: the day in question was even a Sunday where at least in Switzerland no postal or carrier service is operating. The best proof of a full scale lie. I never received the shipment nor a refund. After several intervention they wanted offer 10% discount for a parcel never made. Today I am convinced that the shipment was never made and this money making on scamming customers can be regarded as professional. Amazon should remove this company from their list it damages the trust in them as well severely.

I want to be clear, this review is only for online shopping at the Ace website. I love my local Ace stores but online shopping is horrid. I had $20 to spend in rewards that were expiring at the end of the day. I didn't have a lot of time to drive to the store so I decided to use them for online shopping. Battling with the checkout system got me the most frustrated I have been in a long long time. There is a button to add a shipping address. I went to add one. It wouldn't take. After several tries I modified the old address they had on file even though I wanted to keep that one. That worked. However, my billing address is different. I tried to add a new billing address. Same problem, so after several tries again, I just had to modify the one that was there. But it turns out if you modify the billing address OR the shipping address, they also modify the other one. After fidgeting with this for nearly an hour, I gave up and decided to just have it shipped to my billing address (my Mom's house which is a 4 hour drive away). Then I entered my credit card. It gave me an error. I tried again and again, with multiple cards. It wouldn't accept any of them. I tried with a VISA debit too. No go. I promise you, my cards are all good and active. After two hours of fighting with the website just to buy one simple heater to use my $20 rewards, the brick and mortar store in town had closed for the day. I had to give up and my rewards expired. I will never shop at acehardware.com again.

Went to Ace Hardware to pick up mulch that was in there flyer. To be told that it varies by store That wasn't stated in there ad. Very disappointed

Don't honor returns, been charged before on returns, very disorganized and the crew is very argumentative and never has their stuff together

Landon Bowls delivery driver for the Lenexa KS commercial headquarters frequently had sexual relations with the women he delivered to as he was delivering items & sometimes made unscheduled stops to entertain. That's time theft. HIGHLY UNPROFESSIONAL & NEGLIGENT! ACE should do a better job of screening employees!