Ace hardware is the biggest RIPOFF. I have two ace's within a few miles of my home. I do a lot of DIY. I find ace to be the most expensive and over staffed place to shop.Now I go out of my way to skip ACE.
ACE delivery was made by two very professional employees and they were on time. They even offered some friendly tips on the grill itself. Great experience shopping at ACE Hardware.
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!
I ordered my Christmas lights online from Ace Hardware and I have my my PayPal receipt—the only proof I have of this order—because Ace:1. Never sent a confirmation or receipt2. Never shipped a thing3. Never communicated4. Managed to take my money without hesitationThe PayPal receipt lists a “PayPalProduction at acehardware dot com” address, which looks like something a scammer would cook up in a hurry. PayPal said I had to email this first before I could file for remediation, which I did. Predictably, there was no response.When I contacted PayPal to report the fraud, I was confronted with more hoops to jump through. A phone number (unstaffed) and email they apparently consider “support.” Ace has taken my money, destroyed my trust, and wasted my time—the last of which is the worst offense.
I went to my local Ace in New hope Pa., Looking for 21/4x 20 wing nuts. The cost for each was 1.09 each. I was stunned by the price but needed them that day. I could have bought 20 of them for the same price at Amazon. The markup is almost criminal. Everything you get at Ace you can get 1/2 to 2/3's less at Home Depot or Amazon.
Placed an order online, with a rewards coupon, for pick up. Order cancelled by Ace with no explanation and they didn't give me my coupon back to my account. Wasted an hour of my time to find out order cancelled because item was out of stock and to get my coupon back. Terrible shopping experience.
Hendersonville, tn, main street, 11/24/25:The worker named Kat, I think Katrina, was extremely helpful to me. She knew exactly where my desired item was located. Give her a bonus!
I bought three Yeti mugs. When I started using them, I found that all three of were very hard to remove the lid.I have talked to other Yeti owners and they find the same problem but they put up with it.When I tried to return them, the manager refused to take them back,Find out the return policy from ACE before you make purchase there
Trying to support a local business and an item I needed was listed as in-stock at a local Ace. However when I went to the store, they did not have the item in stock and according to them, never did. They also didn't have anything indicating placement of my order with them.I emailed Ace's "support" (what a joke) less than 3 hours later to make sure it was cancelled and got a canned response that was not helpful at all.They ended up shipping the item (supposedly to the store) which is not what I wanted to do at all, and had not agreed to.Now they're telling me I have to wait for it to arrive at the store, then "request cancellation" with said store.If I wanted to order something for delivery I would have done that. Won't be ordering from Ace online ever again.
Growing up, I would always go to Ace Hardware with my grandpa, he always told me Ace is the place that you go when you need to get a job done, so once I got out on my own, Ace became the place for me, but here in the last five years or maybe longer, Ace Hardware has turned into a store that you just don’t or can’t go to, not only is everything twice as expensive as other hardware stores, but you don’t have that personable experience you once had. Literally the only time anyone in my community goes to Ace Hardware is when they cannot get something from the other hardware store. And if there was a Home Depot here, they would get all of the business. Heck some people here drive 40 miles out of their way to the closest Home Depot. And this is a rapidly growing community, numerous businesses and residential are being built every day.In case anyone from Home Depot are reading these, ZIP Code 65613
Great as long as you dont need an actual person. No after service help, no way of contacting a branch, their digital "help" does not exist - no answer, "thanks for your patience".
I recently moved the Texas hoping to shop local stores so I tried the local Ace store online and placed an order. I received the order confirmation for delivery today. I still haven't received and tracking info, so I attempted to use their chat option. As usual the AI CHAT bot sucks. Sent me a link to open a spread sheet with tracking info. The most crude tracking info I've seen after almost 30 years in information systems. Nothing about my order. So I finally got a live person in chat, but he acted like a robot and kept repeating the exact same comment over and over and refused 4 times to escalate my inquiry. He said my name and order info couldn't be verified. So I copied and pasted it from their website from my account order history. He replied with the same canned response. The said chat was being disconnected after I asked him again to escalate my inquiry. His name was Luis L. 10/7/2025 12:40PM. I'm sure ACE will have some BS excuse for this, but there is no excuse for this. I'll never deal with them again. The Harker Heights store can thank ACE corporate for this cluster&^$%.
$85 to deliver a bathroom faucet? Pretty desperate business. Of course everybody avoids going there unless they really have to shop there….. not to mention they stock virtually nothing.
