Ace Hardware Customer Service Complaints - page 2

Horrible...

My Craftsman lawn mower, purchased new at my local Ace about 3 years ago, quit on me. I know what is wrong, just need to confirm a part number. Called the store and they're useless. Don't have parts manuals for what they sell. Called corporate and they gave me a non-working phone number for the OEM. Yes, I can find the information I need independently, but the reason I go to a local store is their claim of better service than the big guys, and that hasn't proven out in my experience...

I tried to return nails with receipts that I purchased from ace in Palatka to ace in bunnel and was told they don't do returns from another store even though they sold the same nails

New Store In Dayton,nv
05/31/22 Purchased A Yard Catr For $49.99, Gave The Unpleasant Woman A Coupon For $5.00 She Scanned It And I Paid With My Atm Card..i Got To The Car And Noticed I Just Paid 49.99 +tax....where Is The $5.00 Coupon Discount.....went Back Inside Spoke To The Manager And Was Told "oh Sometimes The Scanner Doesn't Work". I Said So You Will Andjust The Problem, He Said "no I Can't Do That" I Asked Is That Your Final Answer He Said Yes.i Then Took Back My Useless Receipt And Said This Will Be The Last Time You See Me He Said "ok Fine"...i Know Your Saying It's Only $5.00 But It Is A Half Gallon Of Gas Or A Gallon Of Milk Or A Dozen And A Half Of Eggs...if This Is Going To Be Ther Method Of Doing Business In Dayton,nv They May As Well Close The Store Now And Let The Bunnyranch Take Over The Building...the Customer Will Get The Same Results But Will Enjoy It More

Columbine store manager Zane rude and hung up on me because I disagreed with him.

Very easy return! I'd bought something that my partner asked me to return (we couldn't use it). We hadn't opened it; I brought it back in to the original store where I'd purchased it just the day before. I had the original receipt. No ID required, just my name and debit card (original payment method). Full refund promised in a few days. Big weight off my mind!

AVOID AT ALL COSTS!! DO NOT SHOP WITH THIS "BUSINESS"!

Worst professional experience in 30+ years! Delivered (3 days late, forcing use of first vacation day) 1/3 of several thousand dollar/several major appliance order. Still had us at end of day.

Refused to reschedule piece THEY SCHEDULED WITHOUT NOTICE OR PERMISSION FOR 4TH DAY LATE FORCING 2ND VACATION DAY AND INABILITY TO PREPARE FOOD unless we called a 2nd number (after business hours) because the first rep "doesn't do that."

Well, apparently none of their employees "do" much of anything including preparing, delivering, providing customer care, scheduling, communicating, etc!!

AVOID!!! Use a payment method that will support you when you have to escalate!!!

*and they also still have a backorder fridge/freezer not due until, at least, Saturday. Ordered all this about a month ago....and is Saturday true? With all parts?

Please request itemized lists/information/details, as needed.

What a disappointment. I went to return some shelf liner I disliked, unopened in perfect condition, and to the original sore of purchase. . I'd also bought a smaller role, so I know I disliked it. Anyways, apparently over 30 days doesn't even grant you store credit. Maybe I'm spoiled since I work at Costco, but privately owned or not, I will not be back. I will go to the bigger chain stores just for that reason.

Quote from a very recent TV ad:
" ace hardware stupid tv ad
all with there own battery system"
Your trying to imply that the products advertised
all USE the SAME batteries
WHAT IS THIS!!

First and last dealings with Keith Ace Hardware in Georgetown TX. Bought two space heaters online. I went to pick them up and I realized when putting them in my car that they were the wrong model. Come to find out, they had sold the units I paid for online to someone shopping in the store. They then pulled two cheaper units to give to me. NOT OK KEITH ACE HARDWARE! Family-owned or not, very under-handed! Never again.

Ace "loyalty" program is useless. You may earn $5 and they mail you a coupon with the following restrictions

1) a two week date in which it can be used
2) MUST purchase at least $30 to use the coupon
3) sale items and propane are exempt

So, how is that a loyalty program. I EARNED the $5 but cannot use it.

I wrote to the company about ways to improve the program beginning with the simple idea that the earned $5 can be used on my next purchase.

The company response was " not all coupons require a $30 purchase" and "that is the company policy"

So, i guess loyalty only goes one way

I purchased a 15 Amp GFI Breaker and other things for my home remodel project. The project took more than 30 day, (which I didn't know was your return policy since Home Depot is 90 days).
Yesterday I went to the Crystal River store to return the unopened breaker with original receipt. I was told of your 30 day policy. She also said , matter of factly, we don't take returns on electrical items. This is ridiculous. I just read the policy. It mentions nothing about not taking electrical. From now on I will the extra 5 miles to Home Depot. Lesson Learned...

Bought a key fob for 187.00 with tax it broke in 5 months and they are telling me that nothing can be done. I am just out the money.

This coming from a former Ace manager. I know the return policy can be very frustrating, but due to most stores being owned independently and family run here are some reasons why they don't accept returns.

If you buy at store A and return to store B, store B is buying back the product from you at retail to either sell at retail for zero profit or if it's defective they only get credited back the cost of the item.


So if store B just blindly accepts all returns no matter what they will be losing thousands of dollars a year. These owners don't make millions of dollars in profit. If you own one store that makes a couple million bucks (a good store in a city) per year, profit is only about 100k before taxes. These small town mom and pop Aces are fighting to make 50-75k profit for their salaries for their families. Yes the ace website is misleading as far as returns but these independent stores have every right to deny a return.

Let's face it, at least 75% of returns are people trying to scam or people that misuse products. Thanks to them it hurts everyone. .

Sure, Lowe's, Home Depot, Amazon have better policies, they aren't privately owned and they make billions. Therefore the (whole company) not a mom and dad with 3 kids working for them doing this to put food on the table. is ok missing out on a few thousand. It doesn't hurt them.

Bought a Mr buddy heater from my local ace in Salisbury MD. This was for my sons 1st birthday party to assist my other two heaters in warming our pole garage. Didn't open the box and tried to return within 8 hours. I had my receipt. I was told I can't return? I was told "there are signs on the isle". First - this is terrible customer service. I'm looking for a heater not signs on what can or can't be returned. Second - doesn't fit their return policy online at all. Third - they were make shift signs done on a computer. Terrible service. I won't be returning. Less then a mile from my house and I will drive out the way to Lowe's for everything from now on.

o i only needed a few more cans of spray paints for my project soi ran to a local Ace store less than 5 miles from my house. I am fully vaccinated and still continue doing all precautions, ie social distancing, wearing masks and using hand sanitizers ALWAYS! Specially when out in public.
So i went in and not more than 10 steps in, a female Ace maskless employee already gave me the look as our paths crossed, then as soon as she went passed me, i heard a " Uhhhgg!" From her, i still didn't engage her or even acknowledge her rude and narrow behavior, i went about and grabbed what i needed ( 3 cans of paint) and headed to the register, the rude employee was one of the two women manning the counters, she was finishing up a customer before me when she noticed me next in line, she gave me the same look she gave me as i walked in the store, as i step infront of her register she immediately turned her back on me as if she didn't see anyone, so I politely asked her " maam, is this register closed?" I know she heard me as my voive was very clear and only 3 feet away from her, i asked again " excuse me, is this register closed", the other cashier answered me instead " yes sir, she is open" as she got her ( Rude girl) attention. Still she didnt turn so by this time she other cashier had just completed jer customers transaction, she looked at me and said " Sorry about that Sir, i will ring you up over here" as she gave the rude employee the look.
As she was ringing up my merchandise, i noticed the rude girl was staring at me, at this point i have to say something and said " which one is it that's bothering you about me? Is because im wearing a masks or is it because im asian or both??" Then she said with a loud voice " WE DONT WEAR MASKS HERE!!", i looked around and yes i know masks are a taboo in the store and its always been the case for almost two years now that ive been shopping here, so I replied, " You're BOTHERED " by me wearing a mask ?? Or is it something more? It bothers me too that people still dont think this virus kills and acts like they're immune, it bother me but instead of complaining about it i choose to do something about it, I CHOOSE to be cautious and wear masks and NOT comfront people who dont."
I asked for the Manager and when the manager came looking flustered and rigjt out of the bat the manager looked at me and commanded me to leave the merchandise and leave and DONT SHOP HERE any more!! So i did, i asked for a refund and i looked at these narrow, simple people and said " with pleasure! But dont think i wont say something to corporate about this" walked out and vowed to NEVER AGAIN SHOP AT ANY ACE store, anywhere! And ill make sure that my experience will ne plastered all over social media, all customer review platforms .

You changed you little jingle from ,ace hardware man to ace hardwared folk. You bunch of liberal wei. nies! How fricking stupid!

I called the Ace Hardware on Fair Oaks Ave in Pasadena at 9am today to ask if they had Arborcoat stain. The man in the paint department told me he's never heard of it and that it's an item they haven't added to their store yet. I thought that was weird, since it's made by Benjamin Moore, and they carry that line at the store. I decided to go in between 11-11:30 to the store and check for myself. Sure enough. Right in aisle 13. Shelves stocked from too to bottom with Arborcoat. I took two gallons to the paint department and the man working there was ignoring me and reading a newspaper. He finally put the paper down and asked what I needed. It was such a terrible experience and I wish they would train their employees to know
What products they have, and actually pay attention to the needs of the people relying on them. Terrible customer service all the way around.

So I now understand the strict return policy at my local Ace Hardware. I purchased Bolt Cutters that ended up being too small. Returned for a larger tool within 30 minutes and was told that since it was used, It couldn't be returned. Yes, it was used twice with some small marks. I won't be back, sadly, because I need confidence in a return if it doesn't work.

Bought a pack of 25 sandbags on Saturday from ACE in Pensacola. Husband said they won't work for us. Our backyard had 2 feet of water from Hurricane Sally last year. Me, being a woman didnt realize that sandbags wouldn't help. I tried to return them at the same store, but was told they are nonreturnable because they are considered hurricane supplies. The bag was never even opened and I had my receipt. Doubt I'll be shopping there anymore.

I'm really really disappointed in this company I tried calling customer service they said someone would call me back and never did I will not be doing business with this company again

Bought a $39 pole saw at Ace in Jackson ca. Opened but did not use blades. One pull on the 1/4 inch puny rope with cheap thin hardware told it all-NO WAY FOR $39. I returned in original package because I had not taken blades out just pulled on the rope and when I brought back with receipt the next day the manager told me she would not take it back I was so upset I walked out and left it

Bought on line. When I went to the store that Ace said had the product, the store didn't have it. I even got a confirmation that my purchase was ready for pick up.

I was told ACE hardware program car fob, so I got my sob online and went to program them at ACE and was told they don't program fob's from other vendors. I guess they don't want to make money in programming. They just do it if you by their own. For more money.

Hey if you lost my business for not refunding me seven bucks on item I got on my card that's pretty pathetic hope you go out of business