Ace Hardware
Reviews and Complaints

I purchased a spray bottle to spray an organic pesticide on my garden plants. When I sprayed, about half way through, the spray bottle would no longer work. I returned the bottle and was given a hassle by the store manager. The managers name was Connor. The date was 7/17/18 at 4:06 pm. the return receipt has JRNL#C75371/1. My customer number is #4716. I explained what was wrong and he left and came back with the bottle. He had filled it with water and proceeded to show me it would spray. I explained that the pesticide had solids in it and it would react differently. He more less told me that I was out of luck. At the time I asked to see the manager and that is when he informed me he was the manager. He called the assistant manager and she reluctantly told him to give me the return. I just wanted to vent as I have never been treated like this at any store. At this point, I have no intention of going back to the store. The item was $7.41 with tax. Maybe you should point out the big picture to these employees. I am willing to travel the extra 15 minutes to Home Depot where I have been treated much better. I haven't returned very much over the years and I can tell you this. When I have returned items, I was never treated like I was today at Cambria Ace Hardware.

This morning, just after 8 p.m. I went to Ace Hardware to buy a bag of play sand. There were only 3 bags left and all had holes in them, which is understandable, as they sit directly on the pallet with exposed nail heads. I went to the clerk at the register and let her know about the leaking sandbags and asked specifically if she would have someone put tape over the holes so it would not leak all over my car, and I asked for it to be bagged as well. I heard her repeat all of these things to the young man in the yard, and she he also asked him to load it for me too, which sounded good, as I'm over 50 and have back trouble. I met a dark haired young man with headphones in his ears at the front of the store. He had carried the bag out without patching any holes, left a trail of sand all the way to the front, and it was spilling out onto an air conditioner that he had set it on. I asked him to cover the hole, but he argued with me that there were no holes, even as sand was still spilling out, which I pointed out to him. Reluctantly, he went inside and got some an Ace sticker and stuck it over one of the holes. I asked for him to bag it. He seemed irritated, but went inside and got a bag and handed it to me, then walked away without helping to bag it or offering to carry it to my vehicle, which was further away in the lot. It was very difficult to maneuver the still-leaking bag into the plastic bag, before I carried it to my jeep and loaded it in the back. This person needs some better training in customer service. Most people I have worked with at this particular store are courteous, but this guy needs to learn some manners. He not only failed me, but he failed to follow all three requests from the clerk. I would have complained to the Ace website, but could find no place for that, so here I am.

Today Sunday July 8th, at 2pm an Ace Hardware located at 1158 Walnut Ave Elgin, IL 60123 all Ace employees except the cashier were gathered by the screws and bolts section. As I walked towards them I could clearly hear them speaking the following, "they should have never released the Asians from the concentration camps . They should have kept them locked in order to have use them now to build the wall in order to keep all the filthy pieces of [censored] brown people that come to our country." I am well aware we all have freedom of speach, but as a customer going into a business to hear such vile words is not appropriate. Such comments should not be expressed in the work place.

This is not a complaint directly meant for Ace Hardware but retail in general. I posted this elsewhere and copied it.
I'm probably the bad guy but I hate being asked as soon as I walk in the door if they can help me find something. I actually avoid businesses that it is obviously the policy. Ace Hardware comes to mind, fine stores and business but they have always seemed too aggressive in insisting I need help. Most times I'm not sure exactly what I'm looking for. I will actually drive a little farther to get to a store that I feel will leave me to my business. If in the store I will actually play an avoid the help game to see how long I can get away with it, they almost always hunt me down though. A simple hello or a smile and a nod would be adequate to let me know they are there to help

Hello - I went to my local Ace Hardware in Pennsburgh, Pa this morning to order and pick up 8 gallons of Valspar Solid Concrete Paint/Stain (Color : River Rock) on sale that was promoted in the store and the weekly flyer.
When I was getting ready to check out I was told (with attitude) that the Valspar Solid Concrete Paint was really a solid stain and not a paint and not on sale.
A very basic ACE Hardware "bait and switch" in my mind, disappointing from a store that I have shopped at for as long as it's been open and have opened and use an ACE Rewards Credit Card. The issue could have easily been handled by a call to the owner (Mike Mott) and approval to honor the ACE Hardware ad that said Valspar Paints on Sale...30% off !

You've lost a Ace Hardware and Valspar customer. This should have been simple for Ace to show some discretion and honor or to be more clear in your ads and flyers.

David Bradley - Perkiomenville, Pa 18074

This is the third time I have wandered Ace hardware waiting for/seeking a small shopping cart for the GROCERY section, because they get all used up, and the big carts are plentiful but too hard to use in the busy store. Ace once again had FOUR of the SMALL carts packed with stuff in their hardware store section. I was so mad I took pictures this time, but didn't bother to talk to them because I already had complained to them in the past about this. They could use one big cart to put all the junk they holding up three SMALL carts in one location alone for, and they have another cart near the back door with paint cans in it. They have also 'stored' empty cardboard/ paper trash in these small shopping carts instead of a trash bin. The grocery store is very busy and their section is empty.

I've purchased approximately $800 of stihl products from my local Ace Hardware store. Most recently a pole saw attachment. After taking a day off from work to do the trimming that was needed at my house, I realized that the pole Saw was attached incorrectly. I return to the store only to receive an attitude and bad customer service. When I had requested to return the item in exchange for another one that's when the manager, Adam snapped back at me and told me absolutely not, he said these products cannot be returned or replaced. He told me that he would repair The brand new attachment that I just purchased and hadn't even used yet. I probably would've accepted the repair if not for the terrible attitude that was given to me. As a business owner for the last 25+ years I can say with certainty that if I treated my customers the way I was treated I'd be out of business already. I will no longer buy any high ticket items from the store for the fear that if something is wrong with the item I will be stuck with it.

I was at Ace Hardware today in Los Gatos. Normally it's the best place around. They seem to carry any and everything, have amazing and knowledgeable employees and all around great place to go. Today I was at the register buying some oil that was on sale and I used my debit card. The back area of the card was pretty worn and had been having problems with it. It would work when you would slide the card, but not the chip method. At any of the other stores recently where I used the card, you insert the card into the chip reader up to 3 times. It will then come up with "proceed with sliding the card through." Well, the cashier told me they weren't able to slide my card, so I asked for a manager. The manager came over and told me if it couldn't be read by the chip reader, then I'd have to use another form of lpayment, but sliding it through wasn't an option at his store. Really? I was able to even slide my card through at the Dollar Store. Besides that, the manager was not at all friendly and didn't seem to give a damn.

1. Went to the Santa Paula 93060 ACE Hardware Store on Saturday June 30th at approximately 1:00 pm.
2. Went to specifically to purchase a Weber BBQ
3. There were over 15 employees milling around the store standing in groups talking among themselves.
4. After waiting for 10 minutes one employee acknowledged out presence.
5. None of the Propane BBQ on display had prices marked.
6. Employee #1 went to scan a tag for the price of the BBQ, he then asked employee #2 who did not know the prices. They then asked employee #3 who said they were unsure if the BBQ's were available.
7. Then 15 minutes later employee #1 returned with the price of $499.00 . I was told this was the full price and that he was unaware of the sale or discount that was going on and listed all over the store from 6/27/2018 to 7/9/2018
8. We chose the Weber Genesis II E210 and saw the warming rack was broken on the floor unit. They tried to say that is this is the way it was and we would have to take it as is and it was clearly broken.
9. We asked them to check stock on the unit for a new out of the box that was not damaged. Employee #1 and #2 and #3 all went away to check stock.
10. We again asked about the sale discount and we were told that there was no sale and that the best they could offer us was 8% off the regular list price.
11. They returned with the answer that there was the unit we requested in stock.
12. A manager was called and another 25 minutes to request a delivery date, which she could not specify. we were told maybe Tuesday 7/3 or Friday 7/6.
13. We needed the BBQ by the 4th of July. we live in Santa Paula less than one mile from the store.
14. The local Home depot had the same unit for $399 with free delivery, but we try to support the local merchants.
15. The sale discount was not posted, we did not receive a sale price just the 8% discount. The sale was not honored, the delivery schedule was not organized and was not able to specify a delivery date or time. The employees were not attentive to the customers and in the end the manager had to call a 4th employee to ring up the sale.
Horrible customer service, False advertising on the "Sale" that did not really exist and less than knowledgeable in fact incompetent staff.
Any we wonder why the retail businesses are hurting for customers.

I went to Ace Hardware today and I had a coupon of $5 off a purchase of $20 or more and I gave it to the cashier. She took it, entered the scan number in and continued to check everything out. Once she gave me the receipt, she gave me the coupon back saying, "The coupon's date hasn't come yet." If the coupon didn't work why didnt she give it back before so I could find a different one which I did found. I got back in line and asked a different cashier whether I could use the coupon. She said, "I would have to ask the manager..." I thought, I dont have time for this so I will come back tomorrow. The cashier's name is Cindy.

I am a regular customer of ace hardware in jakarta. When it comes to after sales service the service quality is extremely poor.
I have two complaints :
1. I bought two electric stand fans from ace. Both fans stopped working after a month or so. I gave one fan for repair to the ace service centre. There was no response for over a month despite following up repeatedly. Finally it came back repaired to the service centre. I picked it up and used it for a week after which it stopped working again. I just gave up. Horrible quality product. Horrible after sales service.
I have a fan from panasonic and one from mistral and both are working very well since the last 2-3 years or more.

2. I bought an expensive (the largest size) fish aquarium (brand name boyu). After I filled water and put the fish in, I noticed that after a few weeks the wooden cupboards below were bloated. The cupboard doors would not open. The wood is of bad quality and cannot take the weight of the aquarium. When I bought the product I had taken an additional insurance from ace. I went to the store to complain. They said they would send someone to check. The next day the store called and said they would charge us a fee for coming to our place to survey the aquarium. Shocking! You sell a poor quality and bad product. It is covered under insurance and you want to charge the customer to come and check it?

Extremely disappointed with the quality of the above products and the quality of after sales service. I have sworn I will never buy any electronic item from ace.

I received a sale ad for Ace Hardware last week, and on the front of the advertisement it says save now through July 9. In the ad there was a Craftsman 6 Gallon wet/dry vacuum for 39.99, however at the checkout it rang up for 59.99. When i asked the clerk about the price difference we looked and they did not have the flyer that I had received at home but I needed the vacuum and asked him "if I go home and get the flyer will you give me back the price difference." He said of course they would. Well I went home and got the flyer and returned to Ace with the flyer and the employee at the register told me that the ad was not good until next week. I told her that nowhere on the advertisement does it say it was no good until next week so she called the manager. The manager came and told me that the sale didn't begin until June 26, 2018 and I told me that he could not do anything about it. I had the ad with me and it clearly says right on the front SAVE NOW THROUGH JULY 9 and no where on the ad does it say that the prices are not valid until June 26th.

The only reason I went to Ace was because I needed a shop Vac and it was advertised. I should not have bought it when I found out it was $20 more than the advertisement said, but the clerk assured me that if I could produce the ad they would make things right. I went home and found the ad and when I went back to the store I was told that the the ad was not valid until June 26th and he would not give me the difference back and that is says right on my receipt they only do exchanges not refunds, even though I had the advertisement showing the sale price and saying SAVE NOW they would not honor the ad. I have have found out Ace has no honor and I will never shop there again.

What I would have liked is the manager to have apologized and given me the refund of the difference, but instead he basically told me I was screwed and that he didn't care.

As for a resolution I would like to return their shop vac, and the other items I purchased sometime next week when I have time to drive over there again for the third time and I want a full refund. I would have never purchased the item if I would have known they would not honor their advertisement. I would also like an apology for first for telling me that if I had the ad they would make it right, so I went home and got the ad and brought it back, and then telling me they would not honor the ad because it was not good until next week even though no where on the ad does it say that. Lastly I want off of there Ace rewards membership list and to never hear from them again.

Purchased an item from them for a toilet repair on 6/20/2018. Hose was suggested by employee as they didn't have the exact size we needed. I purchased a few other items for a new toilet at the same time. I paid Cash, did not use loyality number. This purchased part did not work. Still had all labels attached. My husband returned it the same evening, however did not have the receipt. They would not exchange or store credit without receipt. He reluclantly purchased a different hose connection and paid cash.
The next day 6/21/2018 I return both hoses. I had my receipt from the first purchase. Not the second receipt.
I was told that the item was not purchased at that store. I was somewhat confused. Next the teller (same one that talked me into purchasing it in the first place) tells me that it was purchased in a different state by a Mr. Steve Brown(name changed) which is a privacy disclosure that should not have been shared), in Aug. of 2016. That they couldn't give a refund. It didn't have their store number on it. When he checked the second hose connection on his computer it also was purchased from a different store... Both hoses were purchased in PROVO, UT. I was upset. I had a receipt that showed the items I purchased and they refused to refund. After some word exchange, embarsment being criticized in front of other customers. They finally gave me a refund on the first hose. No sorry Miss for the problem. No in- store credit for the second hose.
Today I'm still mad. I was told that an individual person owned the store. That he could not take the loss on items purchased elsewhere.
#1 Either the store computer has entered the incorrect numbers in the system thus creating a problem.
# 2 Owner is purchasing discontinued, or returned items at a discount. Then reselling them at full price. But refusing to give refunds because they are purchased elsewhere. ( as I said still confused and speculating).
#3 This is a representation of Ace Hardware. It does not matter if its self owned.
I will not be returning to Ace Hardware for business.

My concern is how many customers have to put up with this, losing time and money.
Customers should be treated with respect. They are your company lifeline.
I asked for a manager. One failed to show concern enough to even come up for 10 minutes. Then he wouldn't have eye contact with me. Just kept repeating that the item had not been purchased their because it wasn't their store number.
If it falls under #2 then I'm sure that it is unlawful practice of business.

I've always viewed my local Ace hardware as the more principled local alternative to big box hardware stores like Home Depot.

I cannot, however, continue to support your establishments knowing any part of the profit I put into your coffers goes toward the destruction of our republic through the distribution of vile propaganda and hate-filled rhetoric.

People you are providing a platform through your advertising budget, are promulgating a narrow and hateful world view which does not represent what the United States should stand for.

I hope you will spend some time reviewing the beliefs your dollars are sending out into the world via reprehensible people such as Laura Ingraham and Fox News in general. I hope you'll decide they don't represent Ace Hardware or it's goals for our country.

Thank you for your time.

I do love Ace. Have shopped there for years. Whatever town I'm in, if a need arises, I look for Ace. I'm switching to True Value. As long as Ace Hardware is a sponsor of the Laura Ingraham show, after she, like poison, described the immigrant cages to "essentially summer camps, " I am done with Ace. What a disgusting characterization. Any corporation that supports that kind of trash will not get my business, and on the list of her show's sponsors, Ace is my only long-time go-to store that appears. That stops now, and I won't look back as I look now for True Value when I map my way to my hardware needs. I'm a 45-year-old employed white male and father with household needs, if that fits your demographic in any way. If you pull your sponsorship of that show immediately, I'll re-consider. Thank you for your time, and for your past years of customer service.

Your advertising support for Laura Ingraham, her comments about Parkland survivors and now deterrent tion camp CHILDREN has affected my shopping at 2 locations locally. I used to prioritize Ace over Walmart but no longer pick Ace first. Also think about the eternally bad image and brand Ace now has with young people and millennials. Long term damage. Stop advertising with her and any Fox, aluas Trump News show!

I purchased one of these nozzles last year. The plastic tab holding the center valve has sheared off rendering the item useless. Per the "Ace Promise" I returned the faulty nozzle to the Ace Hardware store where I purchased the item for a "free replacement of the same or similar item, " however I was asked to produce a receipt for this year-old, $11.00 item. I don't know about you but I don't typically keep receipts for $11.00 cash purchases. The item is clearly an Ace branded product, and there are no other Ace hardware stores in the area. I can see no reason that the item was not accepted for return and strongly object to this store policy. The "Ace Promise" makes no mention of "valid only with receipt, " so my experience is that it's an empty promise.
I suggest you reach out to the store, Shelter Island Heights Hardware in Shelter Island, NY, and tell them to honor your published warranty policy.

David Kriegel

6/8/18
[protected]
My complaint, I was not hired due to my disability. I was discriminated against due to my lack of of weight I am able to lift, and seen as a liability. I am a disabled veteran of the us navy, with extensive experience in the field of parts inventory, tools, and worked on aircraft. Yet I was still disqualified to work for your store. I served my country, and worked hard for this nation, and I am treated as a criminal at every job opportunity. Its like my service does not matter to your business, and thus sends a clear message to customers what kinds of customers you prefer.

Veterans of this country provide great business, experience and opportunities yet your store treats us with second rate hand me downs. You provide veteran discounts at the store. But when it comes to hiring those customers who love the store, you throw them under the bus.

I'm a veteran whos been seeking a simple job for 2 years. I get treated this way at every position I go to. This is the first time i've ever put a complaint in because I thought maybe its just that my interviews didn't go well or there was something lacking but my interview went great with your store managers. I felt confident, proud to be a vet, knowing I had a extensive back ground in inventory, customer service, and knowledge in all tools and accessories yet still got stuffed under the rug. I know now that i've been discriminated against and i'm sick of it

I wanted to work for ace hardware because I respected ace, plus they did a beautiful job fixing up a store I shopped at for years. Ace has a huge selection of tools, parts, and lawn hardware I shop for too, and if this is the way i'm treated then I will take my business else where such as lowes or mr tool. I will be sure to post this on any social media I find to spread the message to other customers and veterans.

Sincerely william allenbaugh.

While in the Energy Il, location on 06/11/18, I had to wait in line for some time while the line continued to back up until another sweet young (short, skinny) cashier came to help out. The reason being the older, short headed blonde woman was giving he phone number to a man at the check out and grossly flirting. She was not paying any attention to any other customers. She was rude to every one else in her line. She never thanked the other little girl that came to help out.

Between 8:30am-9:00am Friday June 8th at the B and C Ace Hardware in Grass Valley California. I asked kindly for help picking out paint in the colors of taupe. He replied abruptly "They're behind you". I asked "which ones are Taupe". He replies "Taupe isn't a color". So I looked it up online, and I say "it's gray with a touch of brown". He says " it could be red or brown". I say " so you're not going to help me". No response from your paint employee. Very poor customer service. I doubt very much I will ever retur to any Ace Hardware