Ace Hardware
Reviews and Complaints

Do not do business with ace hardware over the internet. I repeat. Do not do business with ace hardware over the internet. I ordered a grill that supposedly came with free shipping and assembly. Because my local ace store did not for some reason participate in the offer, I was told that I would have to pay shipping. I then told them that I wanted to cancel my order. I was then told that I could not, even though the order had not shipped. I was told to simply refuse to accept the order when it arrived. I did that two weeks ago. After not hearing from them I checked to see if they had credited my card. Of course not! I then sent them a series of emails and have received not one response. Their customer service line is a total exercise in futility. I do like my local ace store, but as I said before do not do business with ace hardware over the internet! Jeff

My order was cancelled with no explanation, so I called the store hoping to get a explanation why my order was cancelled. Lady said she would call and find out reason and call me back. Waited all day and no follow call that day. I called cooperate and was on hold fifteen minutes so I hung up. I called cooperate the next day and waited one hour and 15 minutes still no one picked up so I hung up the phone. Then I called the store back that I was to pick up the fire pit from and Lady said cooperate wouldn't call her back and she would not answer her calls either. Poor company to deal with and I vowed to not do business with ACE hardware ever again. Do not waste your time many better companies that want your business and will deliver or offer explanation. I did get a refund when order was cancelled only positive comment.

I placed on online order with Ace Hardware on 4/15/2020, I received a confirmation email stating my order would be available for pick up on 4/20/2020. Today is 4/28/2020 and I still have not received my order nor has anyone from Ace Hardware given me any information as to when I might receive. I have sent multiple emails that have gone unanswered and spent over an hour on hold and once I finally spoke with a representative, He was rude and still was not able to tell me where my order is. Whatever happened to real customer service and people that actually cared about their customers?

I buy from your store in Manado Indonesia- I purchase smoke alarms that clearly state 10 year warranty on the box, I try and return it and the store says this warranty does not apply. If it doesn't apply dont keep the packaging ! The stores in Indonesia seem to only warranty for 30 days- this is false advertising when you sell an item and it clearly states 10 year warranty. Another famous one is lifetime warranty- what does that mean in Indonesia! submitted by jeremy- [protected]@manadosafaris.com

I choose to shop at Ace because of the customer service. I've been a building contractor for 18 years. My family as a whole avoids Lowe's and Home Depot because of the lack of customer service. Your establishment is in a league of their own. This is why I encourage others to shop at ACE. I know that it costs more but it's a small price to pay when you can get help when you need it and not have someone look at you and say "I have no idea where they keep the caulk guns." I went in to the Sumter SC store today and saw that they were having a forty percent off sale on certain power tools. I went through the line and was hacking on my phone and didn't realize until I was out of the store that they had charged me full price. So I turned around and went to the customer service desk. He looked at me and walked back to make sure the information I was giving him was correct. I didn't get out of the store for another thirty minutes. They literally sent three different employees back to check. Made me feel like a criminal. I have never had a bad experience with ACE until
Today. It took nothing short of an act of God to get my money back. The customer service desk should have handled it themselves. Especially when they can see that it was the stores fault. Instead he checks and then sends me to stand in yet another line. Then when I get to that cashier she is clueless as to what I am talking about. Two people later and now we have to get a manager override. I was more disgusted by the fact that I felt as though if I didn't have tattoos and look like a working man they wouldn't have spent so much time making sure that I wasn't trying to pull something on them. I think that I will be doing business with Lowe's from now on. I'm going to encourage my father to take his business accounts elsewhere as well. I don't ever want to feel like I am being judged by my age, color or creed and it was fairly obvious to me today that I was judged definitely on my appearance and for that I will go the extra mile to purchase all of my building supplies, guns, ammo, hunting gear ect somewhere else.

Zac

Re: Do your franchisees receive customer service skills training?

Store:
Country Living Ace Hdwe
4336 Cornelia Hwy
Lula, GA 30554
Phone: (770) 869-3023

Date:
On or about Friday, August 09, 2019, at 4:30 PM.

Dear sirs:

To tell the truth, I can't figure out how this went wrong. Maybe I caught him on a bad day. Maybe he judged me on appearances and decided he just didn't like the way I looked. The manager said "what I don't appreciate... is you coming into my store and saying you bought a bad bag of deer corn." I was a customer operating in good faith. What did he expect me to say when his clerk asked "how can I help you?" I said what I believed. I said I had bought two bags of deer corn (we always buy in twos), and had just opened the second bag to discover it was full of weevils. It was literally black inside with crawling weevils. I couldn't leave the bag in my garage, so I sat it outside in the back of my truck, thinking I would trade it out. When I got to the store, I saw signs everywhere demanding a store receipt for returns. We feed some local deer behind our house, and it typically takes us about 35 days to go through a bag of corn. Because it had been a while before I opened the second bag, I didn't have a receipt, although I believed I could probably dig one up back at the house, -or possibly the store could look up my record of purchases based on my family name and phone number. We have a monthly billing account at another one of the the local Ace stores, but I didn't know if that account applied to this particular store.

I was told I would have to wait on the manager (I believe they called him either Mr. Jimmy or Mr. Gates). I waited patiently and quietly for about 17 minutes. The clerk apologized for the wait. "No problem" I said. So the manager finally came. I told him I had purchased a bag of deer corn that was full of weevils, but it had been a while before I opened it, so I didn't have the receipt on me. I said the bag was in back of my truck, and he came out to look at it. Mindful of the signs requiring a receipt for returns, I said "if you can't return or trade it, I'll buy another bag if you'll just throw this one away, -but if I were you, I wouldn't take it inside the building because it's full of bugs."

He leaned against the side of my truck, looked briefly at the bag, then looked me in the eye and said "what I don't appreciate... is you coming into my store and saying you bought a bad bag of deer corn." I was confused by his remark. I stammered "sir... I didn't cause a scene, I didn't shout or get loud (the clerk can confirm this). -All that I said is what I repeated here in the parking lot to you." He replied "My store has never carried this brand of feed corn". I still didn't have a handle on where he was coming from, and didn't believe I had done anything wrong. "Do you expect your customers to know that?" I asked. He glared at me and repeated "you came into my store and claimed you bought a bag of deer corn that was bad." Only then did I realize he thought I was attempting to steal a bag of deer corn (of all things) by swindling him into trading or returning it. Now, I am many things, but dishonest is not one of them. I am also not a crook or a criminal, and his inference angered me. I said, "look, if you're going to make an A-hole out of yourself, I'll take my business elsewhere and I will not come into your store ever again." Fine, he said. "I don't want you in my store anyway." He walked away, and I got into my truck and drove off in utter disbelief of what had just happened. This is an accurate depiction of our interaction to the best of my recollection.

Now, I should point out that neither my bag nor the ones carried inside that store had any marking or branding on them that would lead a customer to reasonably conclude they did or did not come from that store. In other words, they didn't say "Ace brand deer corn." There was nothing evident to me as a customer that I was barking up the wrong tree when I tried to return the bag. Because I have many Ace receipts for previous transactions, I also understand that Ace store receipts typically show only a stock or item number for the sale and a very brief cryptic description that no manager should expect a customer to decipher as specifying one brand of corn or another. In light of this, I have to wonder why the manager (who I assume was correct when he said his store had never carried that brand of corn) didn't smile and say "I'm sorry, I can't return or trade this item. It didn't come from my store". Instead, he had to open his mouth and intentionally insult his customer, inferring in as many words that I had lied, -that I made a dishonest attempt to steal from him, and he didn't appreciate it. And all that for a ten-dollar bag of deer corn!

As I mentioned, I don't know whether it was Mr. Jimmy or Mr. Gates, but I'd like to register a complaint. I'm certain the guilty party will remember well his remarks about the customer with the bag of deer corn. I think this man's behavior, his inability to control his temper, and his failure to mind his tongue reflects badly on him professionally, badly upon his store, and badly on the Ace brand in general. Every time I see the Ace Hardware sign I'm going to be reminded of his unnecessarily offensive treatment of a customer operating in good faith.

Best regards;
Bruce Vandiver

I purchased 3 items totalling $16.00 over a week ago. At that time I applied a $5.00 off birthday discount coupon I received in the mail as I am a loyal member of Ace customer promotions.

I returned 1 item of the 3 over a week later. The item's price totalled $5.99. When the return was processed back to my original payment card I was asked to sign the screen on the machine and I noticed the return price was well under $5.99. It was clower to $4.50.

I asked the clerk why the amount being refunded was less than the purchase price and he told me the retrun was discounted as I used a $5.00 discount card. It immediately struck me as wrong to do this as the birthday discount card advertised $5.00 off any purchase over $5.00. The clerk added that as the card has no cash value each item on the purchase was discounted by percentage, rather than on the total. I told him that I had met the requirements of the dicount card being well above the minimum purchase still with 2 items totalling around $10.00
He then added that the system "just does it that way", and that it was accepted by most people.
I told him I did not think the policy was either correct, nor fair. I did not go on to mention that I did not appeciate him trying to single me out and make me fell badly for questioning this situation.

As I still spent more than enough to receive the full $5.00 birthday discount (and would have received it even had I spent less, I do not understand why my discount was made less than $5.00 (and now works out to $3.50), and why I was penalized even though I made a purchase within the terms of the discount.

I would appreciate an explanation of this policy, and a refund equal to the difference I was penalized when returning the 1 item.

I am now inclined to in return penalize this local Ace store for much more than what they took back from me, and will simply buy several items at another competitor instead. It's not much money but some of us do not appreciate such tricky and deceiving policies when we buy merchandise in good faith.

Thank You

I live near your store I decided to use your coupon. It was 25% off $50 or under or 25% off one item if you spend over $50. That is punishing a person for spending more money. I think you should review this coupon it's almost something that makes you look unintelligent
I went into replace a furnace filter for one that was bigger as my furnace needed to be replaced when I bought it and because it was over 30 days they would not exchange it for me, and acted like I was trying to steal from them. Are you trying to be competitive, or do you train people to give the customers stress?

I was hired at your Wadhams/Kimball Mich store, after just three short shifts totaling 14 hours I was terminated. The General Mgr Mike Williams told me I was terminated and said he didn't have to tell me why. I attempted to discuss it and he said he didn't have to. I had only possibly 5 minutes of interaction with him before my termination. Several people said I was doing fine and was actually picking up on my duties better than someone hired at the same time. I was told that Mr Williams has done this same thing where for some unexplained reason he develops a personal dislike of someone and fires them for no apparent reason. it may be too late for me but perhaps the next person will get a fair shake