Ace Hardware Customer Service

User Reviews, Ratings and Comments

Ace Hardware customer service is ranked #173 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 48.68 out of a possible 200 based upon 276 ratings. This score rates Ace Hardware customer service and customer support as Disappointing.

NEGATIVE Comments

241 Negative Comments out of 276 Total Comments is 87.32%.

POSITIVE Comments

35 Positive Comments out of 276 Total Comments is 12.68%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Ace Hardware

    Customer Service Scoreboard

    • 48.68 Overall Rating
      (out of 200 possible)
    • 241 negative comments (87.32%)
    • 35 positive comments (12.68%)
    • 2 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.7 Issue Resolution
    • 4.3 Reachability
    • 2.8 Cancellation
    • 4.1 Friendliness
    • 4.1 Product Knowledge

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Posted by Stephen


Went there to have some keys made. They told me the machine is still broken.

Posted by Anonymous


Customer service is super bad the store on Benjamin Holt!! Rude

Posted by Anonymous


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

Posted by Mad customer


It isn't right that they will not do a return without scanning ur drivers license when u have the recipe
I want buy anything from them again

Posted by steve


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

Posted by Derrick


Bought a wheel barrow and the box was torn up and missing parts

Posted by Oleg


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.

Posted by MzJackson


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

Posted by Levin Howard


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.

Posted by Anonymous


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.

Posted by Peacemaker


Bought Ace spray paint, paid premium price, and was very disappointed. The nozzle clogged even after much shaking. I love your people, but I feel your quality leaves much to be desired.

Posted by Kanevskane


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!!

Posted by ROBP


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

Posted by Anonymous


Get a BETTER website!!!!!!!! Do you sell plants? Where are they?

Posted by Anonymous


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!

Posted by Anonymous


Customer service is terrible to say the least. It's been 4 months since we ordered our appliances and still trying to get them delivered. They have lied to us and won't return calls.

Posted by Cheflumpola


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.

Posted by Anonymous


Poor unfriendly service.

Posted by Anonymous


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.

Posted by Deb


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.

Posted by Anonymous


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.

Posted by Anonymous


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?

Posted by Letty 2079


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.

Posted by Anonymous


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

Posted by BT


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???

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Posted by Anonymous


Ace Hardware in Mesquite, NV key making service was awesome, especially Ernie.super knowledgeable about keys & programming them

Posted by Exceptional Customer Support fro


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

Posted by Judith K


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

Posted by Janet


David, an employee at ACE hardware on Main Street in Longmont, was especially kind and polite! He made my day!

Posted by madeline


Dave In Your Douglasville Ga Store Was Excellent Ty For Hiring A Person So Helpful And Knowledgeable

Posted by Anonymous


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.

Posted by [email protected]


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!!!!!

Posted by Casey


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.

Posted by Anonymous


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.

Posted by Pamela


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)!

Posted by Anonymous


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

Posted by Angelaciulla


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

Posted by Dora


I only purchased 2 things this trip one of which was 4 bags of solar salt. This transaction was very speedy. From paying the cashier to employee loading the salt into my car trunk was less than 10 minutes!

Posted by Anonymous


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

Posted by Alohashandog


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

Posted by Garden Lady


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

Posted by Morningglory


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

Posted by val


Best service and sales associates in the Caldwell, NJ What a pleasure I will never go to HOme Depot or Lowes Again. Store is great. Ace Hardware - Costellos

Posted by Anonymous


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.

Posted by Little Debbie


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

Posted by Cherylm


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.

Posted by Cristin


I went to ace hardware bawadi mall.I had experience very good service from christine she explain to me about air purifier what is the best brand she had ever good knowledge.

Posted by Robert


I have always had great service at the Ace in Lincoln city, otrgon. Never any issues. Congrats to them.

Posted by Dagoangel


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

Posted by Out 52.99 because of Ace cant ho


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

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Posted by kane_undetaker_1975


I work for a store and the manager I work with is a total jerk to all of the employees. He is also rude to the customers that come into that store. I feel that he should not be in the position he is in if he wants to act that way.

Posted by The boss.


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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866-290-5334

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