Ace Hardware
Reviews and Complaints

On sat Aug 12th I went in the west plains mo store, I was looking for a garden hose holder that sits next to the faucet there was 2 sitting at the end of the isle, one in a box and a smaller plastic one sitting on top of it the one in the box had a clearance sticker on it for $24, I thought perfect just what I'm looking for than I finish my shopping when I go to pay the garden hose thing rang up $109.99 and I said this sticker says it's $24 and the boy working said I will have to get a manger up here and 2 others come up here and he told them what was going on and one of them said this sticker don't belong here and ripped it off the box, needless to say I didn't buy any of my stuff and said that's false advertising and left. Maybe someone should do there job correctly, if they didn't want to sell it for the clearance price

I sent in A complaint on fb on Aug 13th and didn't get a response until Tuesday morning and it said to provide my email or phone number and someone would contact me, I have them my email and still have not heard a word.

Ace hardware Kemang in South Jakarta - Horrible incompetence 8/14/17

I took my coffee machine in for repair after only 7 months and they told me it would be ready 1-2 weeks. I continued to check up on the machine since I know the staff at this location don't seem to be driven or committed to efficient process. They continued to tell me that it wasn't ready. After one month I went in and checked and they called the service center in front of me and then said sorry its still not ready. I explained that this was not ok and then she called back the service center, this time she told me when finishing that the spare part needed was not available and they could not fix it. but offered my a 20% discount on a new one. this is a higher end machine running at around 1, 500, 000IDR -This whole situation is ridicules and I will make sure I tell everyone I know about this experience and no longer shop there.

Original sale was [protected] sara 563 sale; attempted exchange attempted 8-2-17 @11am - customer number 773 ; I've gone to this location in Phoenix for 30yrs+, and I've seen so many new employees over the years I can't count them. I am aware that this location has massively theft; I have tried to support them by shopping there whenever possible. I have even had them call me after my purchases via my cell. They follow every customer and attempt to assisted with finding what they need or looking for.
And sometimes you know what you are looking for, and just want to get in and get out quickly with your purchase. Today I did not need any help with my exchange/ purchase/ refund... so I would have liked it better if you just respected my desire to be left alone, that means do not talk to me, ok..young man...I didn't care that you followed me, but I didn't need you help today; and you where a distraction.
"Don't talk to me means, leave me alone". "Please stop talking to me so I can find the parts I need and get on with my day". "If you keep talking to me I am not going to continue to shop here". "I know what I am looking for so just stand there".
When a patron is shopping and states they don't need your help. That's not a signal to continue to talk to them. You can stand there and watch me; but leave me alone otherwise.
Mr. manager, you cancelled my refund/exchange/purchase, Ok, I guess you have that right because it states so on the receipt.
And I have the right to let your franchise know, when a patron doesn't need your input, you get upset.
I repeat some patrons know what they are looking for and don't need your input, so just stand there and "shut up", or your distraction precludes me from my task.

My husband and I went to 2 different Ace Hardware store in the Lincoln, Nebraska area . The first was the Westlake Ace store #37. We went to buy a roll up shade for our bedroom window. They have a machine that will cut it to the size we needed. We asked for assistance and the employee at this store could not figure out how to use the machine and apparently no one else there could do it either. We left and then went to the store on 27th and Capitol Parkway I do not know the store number. We tried they same thing there wanting to purchase a shade and have it cut to the proper length. The woman there could not figure out how to use the cutting machine either. I then said well we will get it somewhere else and she said oh we'll get it done. Well after several minutes wait and 3 people looking at the machine we knew they weren't going to get the job done either. I said ok we will go somewhere else. The woman was very rude and said in a very snotty tone I'm sorry ma'am. I said this is a joke and left. I really think that if you want customers you need to train these people how to do a simple job like how to use a shade cutting machine and really believe ACE is a joke and will never shop there again.

This rude behavior has happened twice. The date of the incident was 7/31/17 at 3:22 P.M. All we know of her is that her name is Debbie. We had a $5 off coupon that we were going to use and we did. When she gave us our receipt I checked and she didn't even use the coupon. She started to take the next customer so I asked another employee working at another register that I had used a coupon but its not showing on the receipt. Then the employee asked her and she didn't even face us. She stood there with her back to our face. And said, "Whys it show 10%, whys it showing 10%..." Then the employee said to give us a refund. And she did after a while. This rude behavior was also shown to my husband. This is why I made complaint otherwise I would let it go if it were the first time.

July 26th, 2017, in the late afternoon.
Store Address: 140 Orange Ave, Suffern, NY 10901
Client phone number: [protected]

My husband went to the store looking for a part to one of his car tools, to clean the car's engine.

My husband brought HIS the tool with him to find the right part to then use the tool.

My husband left the store and he was followed by two ACE workers thinking that my husband was stealing the tool, which is his to begin with, my husband walked in the store with the tool in his hand.

My question is: was my husband profiled for being a white U.S citizen maybe?

or was my husband profiled for not finding the product he was looking for?

Which ever the case may be, how is the embarrassment of being stopped in the parking lot by to ACE workers asking if the item he had in his hand was his or he just "took it"?

How are we going to feel welcome to an store in which my husband is believed to be a thief according to the ACE workers?

I am a full time finance student and do not have time to waste, however in this case I expect not only an apology towards my husband and I.

This situation is unacceptable.

Also, many times I had been at the store I felt watched ( very obvious ) just use the cameras ACE security people, so customers do not feel uncomfortable.

Back to my husband's situation, we expect a proper apology.

On 07-21-17 I received a call for an order at around 3:55 pm I told the order taker that I needed to go back to our warehouse to see what we needed. I returned with order in hand at 4:01pm and the order taker had already hung up. I left the order with the store manager and told him to give the order to whoever called if they called back. I leave at 4:00 pm per my schedule. No one called us back. On Tuesday ) 7-25-17 I called Coca-Cola to place the order and was told emphatically that I could not place the order and get it delivered before August 17, 2017 because it would mess up Coca-Cola ordering schedule. When I asked why there was no flexibility in your companies schedule I was told that there just wasn't. Unfortunately I will be out of several products by then which translates to missed sales or that someone will simply buy a Pepsi, Mountain Dew or some other Pepsi product. Which is fine with me but not so fine for Coca-Cola I am sure. We are a business that promotes customer service as paramount, Obviously Coca-Cola feels that their schedule is more important than customer Service. Good day to whoever reads this. I will be reviewing our Coca-Cola sales and see if we can do something different.

My contractor told me to have a front door delivered to Ace Hardware in Blue Ridge, Georgia, and they would deliver it to the house we have under construction as an accommodation to him for all of his business (I have personally spent over $80, 000 at this store in the last 6 months). The contractor spoke with his contact at the store and told me "we were all set." The door was delivered and then I received a $300 invoice. When I disputed this and advised the store manager that no one had gotten my approval for this charge (we could have made other arrangements for delivery), I was told that she had checked our account and we were "under margin" and they would not remove the charge. I closed my account and want this charge reversed.

I purchase 3 ea of Transtek Memory Foam Neck Rest with Inflatable Neck Pillow at Ace Hardware, Green Pramuka Square, Jakarta Indonesia.
I took them all from the rack where its above a notification of 30% discount (see picture). But I pay them all with normal price in cashier.
I am very disappointing with this fake discount. I talk the staff, he said has forgotten to remove the discount notification. And he didn't try to remove it at all. Just let it there...
Not a good experience at all.

I paid for a 12" wrench $40 in your store in Philipsburg, PA in walmart it cost close to $8 bucks in lowes almost $15 bucks also really big pliers which cost more then $50 bucks in lowes it cost only $25 bucks never going to Ace Hardware Stores again A Huge Rip Off I found out earlier today when i went to walmart and really pissed I'm going to broadcast all over Facebook and social media and take pictures of your prices so no one goes there and gets ripped off like I did how do you sleep at night do my best to keep people away from your stores wish me luck thanks

I own a great line trimmer (Craftsman- 2 cycle) that was not running quite right. Having taken some other equipment to a few of the small engine repair places around- with less than great results- I decided to try the Ace repair Center, on South Hill in Spokane. What a mistake! I was told it would be ready in 2-3 weeks, ticket number 927873. That was in late May. OK, I understand I am not the only one with a tool in need of some attention. After 3 weeks I called the store to speak with the folks in the repair center. Finally, after waiting on hold and waiting until the operator came back on the line, then having to call back later, I was able to talk with the repair guy who would be working on my trimmer. He said he hadn't got to it yet but that he would call me back later that day with an estimate. He didn't. after 5 days I called back and learned that he only worked 2 days a week and was the only one that worked on 2-cycle engines. I was told when he would be back in and called back. Not there. So I spoke another repair person in the repair center. He said he would try a couple things(spark plug. new gas, check the air filter) but that he could not work on the carburetor. Well, that was where the issue was, I believed, but any port in a storm I asked that he do those things. I felt that since the other person had more important things to do than fix my trimmer at least I would be able to eliminate some areas in the trimmer as potential trouble spots. I got the trimmer back, after over a month in the shop, and it might start, but will not run. The guy only charged me $26, but my trimmer still doesn't work.
Perhaps if I had known that the only person that worked on 2-cycle engines only worked 2 days a week, and was backed up, I might have just taken the tool somewhere else. But I shop at Ace and was hoping they would do me right. I was in error. I am very disappointed at the manner of operation and will never again take any of my equipment to Ace for repair.

Several videos were posted on Snapchat of some employees catching a mouse and killing it. They put it in an Ace bag and closed it and started shaking it really hard in some of the videos. In another video, they start throwing it at the ground hard more than once. In the next and last one of them messing with it, the girl is holding the bag and the male kicks it. They are in the store right by the customer service desk in their uniforms and everything. These people better get fired for posting videos of torturing an animal at their job. The guys name that recorded the videos is Ethan Knight.

I was in ace hardware in west babylon, new york. I asked the cashier to page someone to help me. I waited over a half an hour in the department and no one came to help me at all. I had to find it myself. Then upon checking out the manager came upfront to ask the cashier for a banded. She gave him the banded and in front of me and other customers he said I want tape not that [censor]. Is that how a manager talks in front of customers? The store was dirty and a mess with no help at all. The manager shouldn't be employed there and the cashier was extremely rude. I will never go back to that store again. Instead I will be going to home depot! Very disgusted!

I ordered an item (item: 64048, description: seal ring 4&6qt w/plug
Quantity: 1 @ $11.99, order#: [protected]) at the ace hardware website on june 26. on june 28 [protected]@acehardware.com sent me an email which stated that my item was ready for pick-up at the 9th avenue ace hardware. I went to the 9th avenue ace hardware at 1030 e 9th ave. denver, co 80218 to pick up the item on june 29. I was told that I would need to wait until june 30 for the item, since the shipment wasn't unpacked yet. I asked why I was sent an email which stated that I am able to pick it up on june 28. the store manager told me that corporate sends out those emails, not the store. as a customer, this was irrelevant. the manager was not friendly or helpful. I told the manager that I need it now or I want my money back. I waited about 25 minutes for him to find it, but he came back and said that he can't find it, and that it wasn't in the bin that the ticket said it would be. I called ace's customer service and explained the situation to the agent. she said that the district manager will be looking into this. I asked if the store on alameda and broadway has the item in stock. she didn't know. I still ended up paying full price after going through this bad customer service. begin forwarded message:

From: [protected]@acehardware.com
Subject: ship confirmation for [protected]
Date: june 28, 2017 at 10:34:36 am mdt
To: [protected]@centurylink.net

Ace hardware order has shipped banner
Dear donald howarth,

We are pleased to inform you that the following item (s) from order [protected] have shipped.

Your credit card has been charged for the items (s) that have shipped, plus any applicable sales tax.
Shipping address
Donald howarth
1030 e 9th ave
Denver, co 80218

Your shipment includes these item (s)
Item: 64048
Description: seal ring 4&6qt w/plug
Quantity: 1 @ $11.99
Status: shipped via ship to store

Write a review

View the status of your order at acehardware.com



I went in to the Ace Hardware store at 3851 E 120th Ave, Thornton, CO 80233 to have an automobile ignition key with a chip duplicated. I ordered a blank key from Amazon. I only wanted the key "cut" and I would program it myself. They said OK. The person waiting on me took my key and called the assistant manager (AM). She started to put the key in the key cutting machine and the AM said to use the other machine because it "works better." She responded by saying she had never used that one and continued to use the one she started with. She cut my car key blank. There was a problem and went to talk to the AM. She came back and said "sorry, the key slipped and was cut wrong and won't work. We can offer you a "house key." I said I didn't want a house key. Just program one of your blanks, they had them there, and give me that one. She had to talk to the AM. The AM comes over and says he is not authorized to do that, but he can cut me a house key. I said that's ridiculous. I said that is not acceptable, just cut me one of your keys. The AM said he needed to call the store mgr to get it authorized. I waited 10-15 minutes, basically standing around the store. The AM came back and said the manager would not authorize him to give me a new car key. Store policy was the reason. I said to the AM in a bit more colorful language than what I am writing here: "So you are telling me that I bring in my blank key to get duplicated, you say sure, and then "screw" it up and wreck my key, and the only thing you tell me is sorry and can't do anything for me." He gave me the managers card and said you can call him. I was stunned, and angry. I left the store and I will not go into that store again. That is a bit unfortunate because it is the closest hardware store to me, and I go to the hardware store multiple times a week almost every week.

I will also repeat this story to as many friends as I can.
"Ace is the place with the helpful hardware man." Really?

I ordered resin chairs online that were delivered to the local store in Oxford CT. 2 out of 3 chairs that I ordered were damaged. I showed the damage to the manager. I was instructed to call customer service and have the chairs replaced. I was told it takes 3 to 5 business days to process the request. To date I have not received the replacement chairs, which they said were in stock.

I go to the ace in Quincy wa first off they all look like [censor] with 13th st tattoos on there necks and just in general people that look like you don't want to deal with I overlook that and the outrageous prices I buy 14 chickens and all the accessories 2 monlayer after 60 bucks in chicken feed from ace no less and I here crowing well turns out 2 of my laying hens are roosters so I call and the manager makes it like it is my fault and says rudely there is nothing he can do great management skills 6 bucks or 2 hens that is all they would have to do to have made me happy nope the guy was rude well I see why they have been robbed twice now lost my service

A few months ago (1/25/17) I bought a garbage disposal from the Scottsdale Ace Hardware (Granite Reef/ McDonald) and asked for a recommendation for a handyman to install it since I didn’t know of anyone. They gave me a card for ‘Joe’s Handyman Service.’ Since I have gotten good customer service from Ace before, I decided to use this ‘handyman.’ He came out to install the disposal and while we were chatting he started to tell me that he’s been homeless and living out of his car, and has moved back and forth from Colorado 3 times, has received ‘help’ from friends while trying to settle in Arizona, etc. I became nervous hearing about all of this to say the least. I tested the disposal while he was there and it seemed to work (however he looked uncomfortable while I was doing this.)

When he left I loaded the dishwasher and started it- to make a long story short water came pouring out of the bottom of the dishwasher onto my hardwood floors. Apparently he had forgotten to remove some plug in the disposal which caused the water to back up and pour out of the dishwasher at a furious pace. I was in the other room when I heard it and scrambled to mop it up but couldn’t get it all fast enough and the water caused damage to my floors. I discovered this man was completely uninsured and unlicensed- he did not return my calls to come up with a plan to repair my floors. I went back to the store the next day to tell them what happened- they immediately knew the name of this person before I told them who it was. Apparently they’ve gotten complaints about him before. I spoke to Jared Redding (store manager) about the situation and he said there was nothing he would do about it, that Ace is not responsible. He said I should have ‘checked him out’ on my own, but I didn’t think I needed to do that since Ace was recommending him and I trust Ace.

I don’t understand why they continued to give out his card if they would not stand behind the recommendation? Jared said they just collect handyman’s cards to give out to customers while not ‘vetting’ them or checking them out in any way. I was shocked to find this out- these people could be felons, drug addicts, etc and we are letting them into our homes. Or at the very least, they could be very unqualified and do damage to people’s homes as was done to mine.

Jared gave me the name of Ron Buchtel who is in Operations - I put in 2 calls to him and never got a call back.

I am very disappointed to say the least, and feel this is very bad business. A complaint is on file at the Better Business Bureau, as a first step.

I feel I should share this story with Google, Yelp and any and all neighborhood, local and national websites as possible.

I think I should be compensated in some way and also think a shift in store policy is in order.

A employ at my local ace hardware was extremly rude to my girlfriend and clamed the ace didnt have weed eater string for her fathers weed eater . she asked him to carry the weed eater she bought in store instead of getting sting he self proclaimed they didnt have . he refused and didnt want to help her in any way . i want this resolved. Im highly upset about the way she was treated it was completly unprofessional.

Hi,
Gusto ko lang ireport kung gaano ka-unprofessional yung ilan sa staff nyo sa Ace SM Baliuag, particularly yung Marie.

May Gay cauple sa unahan namin na naghabillin ng pinamili bago pumasok sa store nyo. Pag kaalis nung couple, nagtawanan sila then started commenting very offensive and discriminatory statements patungkol dun sa couple. And everytime na magsasabi yung marie ng "yuck", tatawa naman yung kasama sa counter. Sumali din yung kahera. Hindi nila napansin na nakatayo ako with my mom sa counter waiting for them to receive yung mga kailangan namin iwanan. After mabigay samin yung number, hindi naman namin kailangan lumayo, dahil yung kailangan namin bilin, halos sa bungad lang naka display, and the entire time na malapit kami sa kanila, hindi namin maiwansan marinig yung mga offensive and discriminatory comments nila dun sa couple. Sana ACE will not take this sitting down. Paki turuan naman ng basics of respect and professionalism yung mga staff nyo. Sana paginulit nung marie and ng kasama nya yung ginawa nya, sana yung susunod na babastusin nila ng ganun birahan sya ng tinda nyong pala or maso sa muka nya para matutu. hindi kasi pwede yung mangiinsulto ka ng tao na ganun tapus hindi nila alam and wala silang kakayahang ipagtanggol ang sarili nila tapus pag nagkabistuhan sorry sorry lang. i really hope makatagpo ng matinding katapat yung mga ganyang klaseng tao.

Concerned Citizen