Posted by Stephen
Went there to have some keys made. They told me the machine is still broken.
Customer Service Scoreboard
Customer service at Ace is all but gone in Edmond Oklahoma. A new low occurred on 9/27/23 about 7 pm. I was looking for a small object for a drawer I was the only one in the store. The manager was talking to the cashier. The manager told me the piece could be found on aisle 20 or 21. It wasn't there. I walked back to front to see if someone could help me find it. The manager walked back with me and it was obvious it wasn't highlight of her day Turns out piece was on 22 but you didn't have it. I said it used to be people were around to help find things. She said they were short handed. Ithere were 5 employees there and again I'm the only customer in the store. I said you had better get back to your chatting with the cashier She said they were talking business. Not an ounce of customer service in the manager. Would expect employees to have none when that is the leader. If you don't know it, you can't teach customer service You all have done an outstanding job of hiring smart people ( I assume) but that doesn't keep customer coming back. It's the service. Please pass on to your manager many customers DONT go to ACE to search aisles for product. I will never be back. I hope the wisdom that the manager was passing on to the cashier was worth it. Keep up the good work
Ace hard. in Susupe in Saipan
I already open claim to attoney general.
i will report to BBB, consumer Affair and all.
I bought hose 08/24 then asked for refund 08/25with 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 670-235-9322 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 inocant people by wrong doing, lie, unreasonable policy.
why nonody explained to me before i purchase this is not refundable item.
why 2 employes eager to find items and recommendeded to me when i ask longer hose for washing machine?
why this Supervisor Angie lie to Company infront of customer. I recorded the lies.
it is only $29 lost. she took my reciept and products for no reason. i dont want to go back there again to ask my reciept and items.
in the US, customer have thier right to refund if the item is not damaged, not depend on its Angie's good day or not.
company has to educate employ not to recomend soaker hose for washer machine.
amd if the item is not refundable has to cusmer know thats not refundable.
not up to ANGIE's mood
Ace hardware on Collier Blvd Naples, Fl. I wanted to refill my two propane gas tanks, but the staff were not in mood working that moment, so I was told that due to weather conditions it was impossible. There were no rain, no thunderstorm, no lightnings, just sun, but for staff it was a bad weather... Of course, to sit inside conditioned store is better that do something outside.
Ace Hardwares allowed employees to hang a black backpack by a noose in one of its Arlington Texas warehouses on Juneteenth 2023. This company need accountability and and not allow racial tention and hostile work environments for their black employees this is so disgustin. I will never purchase another item from this company and here I was buying products to remodel my home from this company taking my business else where . No thanks
Went to my local Courtland Ace hardware, Spotsylvania Virginia and walking up noticed they had taken down the American flag and left flying the rainbow flag. I asked the employee could they please put the American flag back up at front. The owner came racing down the aisle and told me she took it down and it was her store and she'd fly what she wanted to. She claimed I was harassing her employees and threatened me with no trespass if I didn't leave immediately. Totally an unAmerican act and disgusting. Believe me I'm not a rude person and I did not harass the employee. I simply asked if they could put the American flag back out front.
My coupon sent by email from Ace said 25% off an item under $50 or $12.50 off items over $50. The first lady carried on for five minutes saying she didn't understand what the coupon was offering. I said try scanning it. It worked, then said I could only use it if I had an account and phone number. I said I have an account that's why Ace sent me the coupon and you're holding my phone in your hand. Then she tried to say she had never seen a coupon like this and called another woman who did this all over again. She even tried to say it wasn't a Ace coupon even though it had Ace on it also my store account number and store points on the email. I have never seen anything like this it was if they were drinking or something. The behavior, the attitude, I've got these coupons before it's pretty simple to understand, never had trouble with other cashier's. Through ten minutes or more of this remembering the coupon had already worked they finished ringing me up. It's no wonder there are never more than two people in the store. I've never seen such.
Ace hardware is the worst!! The customer service is the most disrespectful people!! Refusing management, calling customer liar's!! They sell other name brands in these stores with warranties and won't refund you a dime if it's not a ace brand that's BS! Ace hardware don't sell nothing but Ace brands! They can't survive if the do!!
Worst experience ever, purchased a lawnmower never received any shipping info called customer service got lied to at least 3 different occasions then I called a 4th time and canceled the purchase and immediately after that I received a notification saying my order is ready for pick up. After that I called the pickup location and they said no item has been delivered for me and they accidentally sent me the item was ready for pickup notification. After that I kept receiving emails saying my item is on its way regardless of the rep I spoke to saying that he canceled the order. To this very minute they are still sending me notifications on an item I canceled. Last thing I sent them was their own return policy because they are obviously unaware of their own policies. This should be especially easy for them to understand because I never received the item nor has the local store! Stay away from Ace online their awful at best!!
Date of experience: April 27, 2023
Horrible customer phone support. First person had crying babies in the background and just wanted to get me off the phone. I filed an incident number and I was trying to call back to follow up on it. Second attempt person put me on hold and never came back. 3rd attempt I demanded to be put on the phone with an American supervisor or manager they said they would transfer me and all they did was drop my call. Ace has a complete lack of respect for their customers. Never shopping at Ace ever again!
I've had 3 purchases at Ace Hardware in Kent Ohio that required customer service. All 3 times they failed to satisfy me. They're nice enough people until you have a problem. Lowe's would have solved all 3 without hesitation. I'm warning people not to buy a mower, tractor, or anything complex that could require empathy and consequent service from these guys. You will lose money. I promise.
Umatilla, Florida is consistently disappointing. I know more about their products than they do. Customer service is deplorable. They are rude. The employees must have been raised by wolves. I can't imagine where they get these people from. Shame on the owner for such lack of pride.
Sheboygan Falls WI
Deb V.'s Reviews
1.0 star rating
1-28-2023
Went to get keys made. Walked in at 9:10. I was the only customer. One employee on the phone, I asked the other man if he could help me out getting keys made. He said I'll be right down. 12 min later no one. Walked up front, 1 guy still on phone, guy who said he'd be right down was watching TV. I asked what happened, he ignored me. I said this is horrible customer service to which he said- goodbye don't come back! No wonder the lot is empty on a Saturday morning. Typically a small town hardware store is the best at customer service. I often stop at the one in New Holstein and they are amazing!! Don't worry I won't be back!! I'm also a small business owner in the area to say I was shocked by this behavior is an understatement. The rude employee wasn't a kid either.
Tried to return an unused, unopened bundle of rope that I purchased a couple of weeks ago. The rope ended up costing much more than expected, so I never used it and decided to return it.
I had misplaced the receipt but figured I'd at least get store credit, since it was purchased on my credit card. Cashier was rude and argumentative, basically accused me of either being a liar or a thief. "You didn't Buy this from us. We've only sold 1 in the last 2 months and that was too Mrs XXX"
After speaking with a manager, I got no help, just more of the same. They didn't try to correct it or look it up a different way.... just Ah, so sorry.
I support local small business and had visited this Ace Hardware about once a month.... Never again will I purchase from Ace Hardware.
Went to Ace Hardware store located at Dixie Junction, Lenoir City for Black Friday deal on Nove ber 25, 2022 where one can use coupon for 50% off one item under $30. Upon entering the store and picking up a flyer (in which coupone was supposed to be), I noticed that all coupons were cut out and not to be found. When checking out, I asked about the 50% off one item deal, my cashier asked if I had a coupon. Really? After coupon was cut out from all flyers? So apparently this particular store decided either not to honor the sale or intentionally making coupon unavailable. Is this a ACE corporate guideline where any store can arbitrary not honoring a nationwide sale?
Do not waste your mo eye on Ace weed eaters. Biggest waste of money. I bought a $200 stihl weed eater and they put gas in it before you even leave the store, you don't get a choice in the matter so you can not bring it back. I hardly was able to use it because the line kept melting from it over heating. Should have just went to Home Depot or lowes.
Extremely abusive and nasty employs @ Tucson Ace on Irvington; I may never enter another Ace dtore again. Conteast strongly eith our 20+ yr relationship with stor on Golflinks...froiendly + helpful people. This bunch was rowdy and downright nasty like Ive never seen anywhere else, ever.
Norma
I placed an online order for home delivery from my local Ace Hardware store. I waited a week and stayed home all day waiting for the delivery. At 3:30 pm I called the store and was told that the order "hadn't gone through" and that they had no intention of delivering my items. I called the corporate number they gave me and talked to a very rude and abrupt man who said that the order had "hit a glitch" in their system and therefore had not gone through. I asked what "hit a glitch" meant and he just blubbered a bunch of nonsense. He also could not explain why I had been charged for the order and had not been notified that they had no intention of completing the order. At the end of our conversation he asked if he could help me with anything else. I'm wondering what he thinks he helped with in the first place???
My comments are for both the Ace Hardware in Braselton and Oakwood Georgia. What exceptional help and support from Ace when the manufacturer was finding all kinds of excuses so as NOT to deal with a defective product! I purchased the product at the store in Braselton. When I spoke to one of the managers (Rob) about the problem with the product, and the non-support from the manufacturer, he researched the store's inventory to see if he had a replacement. He did not, but discovered that another store in Oakwood did have one in stock. He contacted the manager there and the two agreed that I could take the product and my receipt to the Oakwood store, and they would do the exchange.
When I went to the site to do this review, I saw that the number of negative reviews was in the 200s while the positive reviews were in the 30s. Unfortunately, we have a tendency to take the time to complain about something, but we don't take the time to point out good customer support. With this stellar support from two different Ace Hardwares working together, I couldn't let this go without acknowledging how fantastic the two managers were in working to solve a problem that even the manufacturer shirked on. FANTASTIC JOB, Ace Hardware. Please pass on kudos to them
We are purchasing a new home and have lots of needs including paint. I was really stuck on what to paint our accent walls until a gal at the Whitmore Ace Hardware in Joliet Illinois helped me. Her name is Natalia? Not sure of the proper spelling. She was fantastic with color and her customer service skills are second to none! She was efficient and pleasant as well. Just hoping she gets recognized for her exemplary skills. Sincerely, Judy Hall
My husband and I went to the ACE Hardware on Garden Street in Titusville, FL on Monday, July 3, 2023. I was helped by Andy, (Supervisor), Will and Stacie (Cashier). The service was excellent. We received complete information on the items we bought and we were pleased to be told the grill could be assembled and delivered in a timely manner at no additional charge. It was actually a pleasant shopping experience.
I'm submitting about my experience at your Newport Ky.store and especially one of your standout employees This morning I got to your store a few minutes early and was sitting on a skid of fertilizer and your employee named DANIEL came up and we started talklng didn't even know he was an employee because I come here regularly and never seen him before so we go into the store and he was knowledgeable helpful and friendly I wish all stores had employee's like that so thts it i just thought he needed to be recognized because they don't make em like him anymore...Thanks DANIEL!!!!!
I would like to COMMEND employee Jonathan at our Ace store in Auburn, AL 36830 (2101 E University Dr). Jonathan went out of his way to help me find something I thought I had left there! Mature helpful young man!! Also I commend the store manager and owners for the quality of hires and helpfulness! I've shopped here for years and especially now that I can't get around as easily. Always a pleasure to shop there.
Store # 17513
I would like to complement your employee SCOTT. I was a loyal e" customer, of OSH and now I am the same loyal customer of ace hardware. This gentleman knows more about your stock and services than anyone I have met at the store in many years. he is helpful, efficient, professional, courteous,... It is a pleasure to come to your store. I always look for Scott to wait on me.
I just sent a review, but don't see it posted, so will try again. I called the Ace store in Lawrence, KS (Store, #14, Store #04701), on 23rd Street this morning about some outdoor ornaments I saw posted online. I wanted to see if they had them in stock. The young lady who answered was super friendly and accommodating. She checked and got right back to me sharing they had many. When I arrived to pick them up, I noticed that the price that was listed in the store $21.99 was higher than the price online ($20.00). An employee (named Monti) must have noticed the confusion on my face. He immediately asked, "May I help you with something?" I told him about the price discrepancy. He said (with a smile), "I'll let you have them for $20.00 apiece." I was thrilled as I was purchasing 6 and he saved me money! As I proceeded to go to the register, he told a young woman to please ring me up with the price difference. She happened to be the same young woman who helped me earlier when I called the store. She was so very friendly and gracious. Her name is Izzy. My experience at this particular store was fantastic. I felt welcomed and valued as a person....I wasn't ignored, and was treated with kindness by both of these individuals. That can be hard to find these days, with people continually in a hurry, barely making eye contact with others. Monti and Izzy made the experience a very positive one. We need more employees like them. Give these two a hefty raise, please! (When they represent your company well, they make YOU look good)!
First time I visited a ace hardware. Store was clean and the people were friendly in the Aurora store. I went in to grab stain. The gentleman helping was very kind, helpful and overall a delight. Didn't catch his name. I will be back just because of him. Skinny man with reading glasses that the lense fell out
My experience with ace hardware was fantastic Denise who took all my information was very knowledgeable and very kind to me. Charles fixed my door better than I expected with great prices, he gave me cheaper prices than other company's estimated prices. my thanks to them, The company is lucky to have these two employees. -Angela
I recently had a need for bolt my jeep has broken down the drive shaft was on the ground due to vibration it had loosened on its own then bent and which created the failure I spend 2 hours running to automotive stores then to 2 of the big chain hardware stores I needed a simple bolt 1/4 28 non had it I left jeep in risk of tow till Sunday morning the day I thought a wish there was a good old fashion hardware store like the ones I grew up with they lacked nothing then not expecting Ace Hardware to be that very thing I went it with doubt I aways thought they were mom's quick stop boy was I fooled Ace hardware not only had it but in multi sizes and application screws her heads etc I am now a Ace believer
Both Ua and Jenna at Haleiwa Ace put on a clinic in proper/pro customer service. Knowledgeable in all areas, helping find what was needed,they should train new employees. Good friendly sales approach with no pressure. Aloha and then some!
100 stars across the board
I shop at Ace Hardware all the time their excellent but this year they sold burpee vegetable seeds and they were the worst seeds I have ever purchased in my life 1/2 the bush beans wond up being poke beans and the other ones were these flat wierd beans there were very few nice bush beans that came up I hope Ace harware first buy from burpee next year or I won't be getting my garden seeds there
I have to say that having the New Ace Hardware in my area is a real treat. I frequent them often and always are greeted by a minimum of one or two associates to ask if i need any help finding something. Cashiers are pleasant always. Recently I was needing assistance in purchasing a new lawn mower blade and your associate Alvin was very knowledgeable and helpful. A couple of day's later I realized I needed help to remove the old blade. So again I had another Associate named Rand that guided me in purchasing a Universal Blade Removal Tool. He was so very helpful and treated me like I was the only customer there. Alvin was the same. When I was unable to remove the old blade with the Removal Tool I took Mower itself to your Handyman shop. Was greeted by Taylor and was more than happy to have the old blade removed and new blade put on. I felt very cared for . Your customer Service get's a big Thank You from a very satisfied and frequent shopper. Kathy
Hi my name is J. Ross. I like to thank Oscar who is an employee at Ace Hardware. On March 1st I accidentally locked my keys in the car alone with my phone and purse. I was across the street at CVS to pick up my medicine which I needed. Everybody coming in and out of CVS said they didn't have a hanger or anything to help me. I went inside CVS and one of the employees told me to go to ACE hardware they may have what I needed to get into the car. I did that and the minute I walked in I felt a welcome. I told the lady what happened to me and she said no problem we don't have a slim Jim but one of our employees will make you something. I said to myself "wow". Out walks this guy with two long metal pieces. He asked me where was I parked"? I pointed across the street at CVS". I started to complain about my knee replacement. He stopped and looked me straight in the eyes and said miss you are walking and we have to thank GOD for that and for us waking up this morning, that's when he showed me his disability and I immediately stop and thank GOD bringing him in my life Tuesday morning. We never asked each name and was telling a friend how my day started but I didn't know his name. I stopped in ACE Hardware Wednesday morning to get his name and thank him for helping me. He left me with a bit of wisdom "pass my blessing on. I did. Thanks Oscar!!! The world need more people like you.
Attempted to Purchased Dakota Sno Blade at NE PARVIN RD KC MO Evelyn located item at St Joe MO Ben in St Joe was waiting with the item both went above normal customer service standards to please this customer can't tell you how satisfied I was Thank You ACE HARDWARE
After reading all the negative comments on returns, I was a little scared to return the materials I purchased (wheels, nuts, bolts). I had a very positive experience however. Staff were very courteous and took the return without issue. Guess the non-return Covid policy has ended.
Ace hardware downtown San Diego rocks,, they are my store but. I bought a lasko twin window fan like 4 days ago and. It wasn't really working but. It said it takes awhile then. Mind you been in one window sents I bought it for $69.99 it just stopped. Won't power on I didn't drop it haven't moved it. And . I'm knowing all have no problem retuning it. . Kind of bummed that this happened but as I get a refund,, all make it up to my store buying a air conditioner .. Sweet. I love ace and there returns are . Not hard and as long as you've got what's needed then no problems will happen
Tried to return a bathroom faucet that was wrong size because of the way the package was opened would not take back because packaging was damaged.Store said returns are at there discretion.No mention of that in return policy nor posted at store.Will drive the extra 4 miles to Wal-Mart or Lowe's next time. Thank you Ace of Inverness Florida
Worked for an Ace hardware for 6 months. Worst work experience i have ever had. Owner/Manager's are completely clueless, one never knows what the other is doing. They have no regard for their employees. Do not trouble yourself with trying to get hired at one of these places.
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