Ace HardwareReviews of acehardware.com

The absolute worst customer service with the highest shipping charges. I placed an order this morning on an 85 dollar item and shipping was about 25 bucks. I was able to find the product elsewhere so a few hours later I reached out to them to cancel. They refuse to cancel because they said ship to home orders can only be cancelled within an hour of ordering. The item hasnt even shipped yet and my credit card hasnt even been charged yet. Customer service said “When the item gets delivered you can refuse deliver or bring it to your local Ace and see if they will process the refund and return.” Just the absolute worst customer service and makes no sense. I asked them to escalate it to cancel otherwise I’m going to dispute it with amex. It hasnt shipped yet, it was ordered 3 hrs ago. There is zero reason you cannot cancel it. Avoid this company. They do not care about the customer and that is very very clear.

I bought a roof rake online, checking that it was in inventory. I paid for the first portion with an Ace gift card and paid for the balance with Apple Pay. Four hours later, my order was cancelled (I received 2 emails cancelling the order). I called the store where I was supposed to pick up and asked them what happened. The manager said they did not have the rakes in inventory and that they did receive a truck and that it could be on the truck, but they won't know for a while. I asked why my order was cancelled, if it could be on the truck, and he said that it was standard procedure if an order could not be fulfilled by a certain time. Then, I asked how I would get my gift card balance refunded, and he said that I would have to call Ace Hardware since it was purchased online. He did not offer the number to call. I had to request it. When I called Ace Hardware customer service, I explained the situation, and they said I had never used a gift card. I told them I absolutely did. The giftcard was why I chose to purchase at Ace. I asked to speak to a manager. The agent asked why, and I said to try to get my issue resolved. She said I did not need to speak to a manager, was rude (interrupting me), and when I insisted, she said no manager was available and that someone would call me back within 48 hours, and hung up on me. I called back and spoke to a different agent. He heard the situation and also said that I did not use a gift card (which I definitely did) and said that unless I had the gift card, Ace could not help me. I asked why I would keep a used gift card, and he said they always recommend keeping the gift card. I asked where that was published, and he had no answer. He said someone would call me within 48 hours and then hung up on me. I have not received a phone call. At this point, ACE stole my gift card balance and is refusing to reimburse me. Not only do they have a flawed inventory system, but they also have a flawed checkout cart that does not correctly identify payment methods. I received 2 cancellations -- because I paid in two installments (gift card and Apple Pay). Absolutely the worst customer service experience. I am out of my gift card balance, and I still don't have my roof rake.

If you are seeking to purchase a nut or a bolt, "Ace is the place." if You are seeking to utilize online commerce and want value and convivence, "Ace is Not the place." I cannot tell you the number of times there website has 'screwed the pooch', if you want the big box ease and convivence, buy from the big box .

Tried to cancel a washing machine order as wrong size. Delivered anyway and drivers refused to take. 3 weeks of calling and emailing daily and they “log my complaint” but no one follows up for refund and pick machine back up. Spent a ton of money on order thinking reputable company with many Dubai stores. In store they tell you you must contact by phone, on phone they tell you email. Disgraceful service

They make it impossible to delete your account. Not sure what changed with ACE but in my book they have no integrity or honesty. Customer service does not exist anymore. I am trying to terminate my account anfmd they won't let me.

I like my local Ace Hardware store. They have an amazing selection and most of the staff are pretty helpful and knowledgeable. Then I placed two online orders and that's where the fun ended. Although it said one of the items was in stock, 30 minutes later I get an email saying actually it ISN'T in stock and I'll have to wait for it to ship to the store (at least a week). But that was only the beginning. The other item, which I knew wasn't in stock, took 10 days from order to notification from store. When I picked it up the package had obviously been previously opened and damaged. Store didn't care. Spend 30 minutes on the phone with Ace Hardware corporate trying to get it resolved without success. Had I ordered from Amazon it would have had it AT MY HOUSE in 3 days. I still like my store but I'll never order from Ace again. Read the reviews -- you shouldn't either.

Just wasted my morning at my local Ace Hardware. Scavenger to find my few items I needed in the store with no assistance to go stand in line for 5 minutes before a customer had to inform me the card machines were down and you could only pay in cash. No one informing customers coming in. Just letting them waste their time to find out in line. 6 employees all standing around lost on what to do but cant bare minimum inform customers to not waste their time shopping around because they wont be able to purchase anyway.

My Ace Hardware is on E Brainerd Rd in Chattanooga, TN. I needed a plumbing job done and was quoted at $190 for parts and labor to replace a 12” hose under the sink - this by a local plumber. Exploring other options, I went into my local Elders Ace Hardware and found an associate named Corey. I explained my issue, he understood, and sold me a $9.99 hose and explained how to install it. I followed his instructions and accomplished my task, saving $180 in the process. I was so grateful, I stopped in to thank him personally. BEST SERVICE EVER!! Thank you, Corey!