Ace Hardware
Reviews and Complaints

Hello.
My husband & I were in Ace Hardware in Massapequa, NY on Merrick Road tonight, May 1st, 2017. We were making a purchase when we gave our membership information to the cashier (who appeared to hold some sort of managerial position because she was called over to address the register shutting down, fixed the problem, then took us next) so then my husband proceeded to pull his veterans benefit card out to receive our discount, and show the cashier. She then proceeds to tell us that we can't use both discounts. We were very confused to say the least. I continue to question her about what she means. She goes on to say: "you can't have both discounts, it's how I refer to the Ace Card as a discount card" So I explain that one is a Rewards card which has nothing to do with the military discount or any discount, they are separate entities that do separate things. She then goes on to say: "Well my register is not set up to do both."
Now, we both (all) know that is simply not true! My husband & I shop in Ace hardware all the time.. Literally, all the time. At several locations throughout Long Island. We have never, ever encountered such an issue nor never, ever heard of something so silly! I even questioned the fact that if she removed the rewards card for this purchase, because of the veterans discount, we won't be entitled to the rewards we would normally earn with each purchase, on this purchase. She said: "Yeah, but you got the veterans discount." I said that shouldn't matter. She then said again: "I can't do both, it's not set up to do both."
I think someone needs to address this and this person who has no idea what she is doing. We know this is not a life or death situation, nor is it a big deal, but we do know it is wrong and we were not able to earn our rewards for this purchase because of her not knowing her job. We had to choose between a veterans discount or using our rewards card! Really? Why? Just silly and unnecessary. Just wanted to let you know.

Thank you.
[names removed]

My first time shopping at an Ace Hardware store and will be my last time. I was not made aware of their return policy. I needed an adjustable wrench. A lady helped me and I said to her it looks too small and I needed something bigger. 12 inches was the biggest one they had. She told me I can buy it and if it's too small then I can return it. I did as she said. It ended up being too small so I took it back to return. The guy that helped me said I cannot return them but can only exchange for other tools only. I said to the guy that I was specifically told I can return it since I was skeptical of the size. He said rules are rules and I can only exchange it for other tools. I told him I don't need other tools at the moment and he said to keep the items and the receipt and when I need other tools then I can come back and exchange it. This is $60 down the drain. Now I am stuck with the items I do not need until I need any other tools and I can go exchange it. I have not seen or heard of a return policy like this before. Not even a store credit or store gift card can be given to me. All Ace Hardware employees should make all their customers aware of their stupid return policy! And employees should not lie to their customers to push them to buy the item and lie that they can return it if it is not the right one.

Ace hardware malaysia

Terrible customer service by staff. I asked him 3 times if they have an item, and said dont have it in their store. I went to look and found a lot! When I came back, hes even the one who was pissed and said theres a thousand items here he cant know everything. I said at least try to help and not confirm 3 times that they dont have it in the store! My goodness! Terrible terrible attitude!

Yes i went todat to my closed to my home, i use to live in berwyn but i move to cicero il and today i decided to make three keys for my home and i did bu when i enter the store at east ave and cermack rd i was not welcome the person who made my keys was very rude how rude he knew i was a spanish puertrican and he look at me as a worthless person i allways gone there and i never was treeted this way i will never go again to this ace harware store again plus i am a home owner and i will go to the home deport or menards because there customer service is great employee at these stores have great customer service i will tell my family to not go to that store i thing thats discrimination oe race, other ace hardware that i been to are very friendly but this store the customer service is terible.

I was attempting to purchase a Weber gas grill and used my platinum Amex card which would not work with the chop reader. The clerk called the manager and told her and the manager informed me that the card was not good and she would not swipe it because the "bank" would not accept it swiped. She was very rude and even though I was trying to spend $350.00 for the grill. I called Amex and they said there was no problem with my card and the store does have the option to swipe the card. The store is in Rockport, Texas and the clerk was M Gonzales. And the date was today, April 15, 2017. They acted as though they did not want my business. I did buy the grill but not because of anything they did there to make me happy. I will not be going back to this store. The old saying that the customer is always right doesn't go.very far with Ace Hardware. I'm sorry I spent my time and money there.

On a recent visit to this store, I was appealed at the incompetency of the person checking me out. His badge said that he was an assistant manager. He could not weigh the screws I was buying with out help. He did not know thar 3/4 is entered as .75. He could not operate the register to accept my debit card.
A few days later, I was back to the same store. I mentioned my frustrating experience and suggested that the assistant manager be relegated to stocking shelves. I said he was "drummer than a box of rocks". 30 minutes later I received a call from the store owner. She said that the person I was talking about was her handicapped nephew. She said that I was no longer welcome at her store. She did give me a chance to get a word in. I would have told her that I had no way of knowing that her nephew was handicapped. I was just reporting a bad customer service experience.
There are other hardware stores here, so I won't be going back to Ace anytime soon. She had my phone number because I am a rewards member.
I think this is an abuse of my privacy.

Dennis Lane
[protected]@outlook.com

Purchase 3 cans one free like pink on March 17 but once I started painting blue paint it too light looked white. Looked up Valspar policy but also called Ace back to see if bring it back for color, lady spoke to said yes, asked if need to take pictures she said no this was March 20. Went back to Ace 1205 Uvalde Rd. 77015, of course person to wasnot there, guy what on the internet. I had read that already before calling, she bring paint back and change the color, that didn't happen after 3.9 miles

On March 2, 2017 I went into your Sunnyside Washington State store to purchase some moulding amongst other merchandise. After an hour of debating which moulding to purchase I found the best one. The price stated $1.99 so I took it, I didn't think much of it since the bracket visibly contained the same merchandise. As the cashier scanned the moulding it rung up as $4.59, I explained to her that the price where it's located was for $1.99, she walkied for a price check, minutes later another employee came to the register and walkied some one else than looked at me and said "Nope, it's for $4.59". I had to explain myself again, with a sigh he just walked away, I figured he was heading to the area where I retrieved the moulding so I than walked over there slowly since it had only been a week of my stomach surgery. When I arrived the employee was with another employee who was fixing the merchandise where talking and I could clearly see the employee had hurried and zoned the area in which now it was visible that someone had stocked the moulding of my choosing in the wrong location, I looked at the man and explained to him when I grabbed the moulding it was in the spot wit the price of $1.99, and he stated "maybe someone put it in the wrong spot or fell over" I looked at him and said"no, there was clearly many of these in the $1.99 area and someone just fixed it now to the correct spot, that is not my fault and I would like for you to give it to me for $1.99 because that's where it was stocked before you guys just now zoned this little area", he looked at me and said "no, you can have it for $4.59", I asked him I wanted to speak to a manager and he said "I am the Manager", I was frankly appalled, this man did not have a name badge on his vest, his vest was not even zipped up, I must say the sales floor employees looked more professional than him. Knowing now he was a Manager he didn't even acknowledge me when he walked to the register, he could have asked "what can I help you with today", or what can I help resolve for you", didn't even apologize that the moulding was stocked in the wrong place, bad customer service, the manager wasted my time as well as his over a few bucks! A few bucks he argued with a customer instead of saying I'll honor it this time, it was only 1 moulding 1. I took my business to Home Depot and purchased the moulding along with paint, wallpaper, cordless power drill, light fixtures and faucets. What he didn't know is im remodeling my home and it was convenient for me to purchase items at his store than to have someone drive me 30 minutes to Home Depot where I'm greated with great customer service. So many employees in your store that day and after an hour of shopping finally one employee asked if I was doing okay, or if I needed help, she helped me with mixing my paint! The cashiers was very friendly besides that no one else even acknowledged me.

My name isEsmeralda
[protected]

I'm a regular customer at myer's ace. Went in on sunday 3/5 to have two keys made. I waited at the key counter for about ten minutes to wait for the clerk - he was paged by staff twice. I explained to the clerk that a key that was made by them previously did not function properly and was positional. He told me there must be a problem with my lock. I explained to him (Carlos gandara) that the key I brought in today actually works perfectly on the lock and that the copy made was probably not made correctly. Carlos gandara immediately responded by becoming rude and disrespectful. Carlos spoke with a negative tone and was not helpful and did not listen to his customer. Carlos's actions do not reflect the corporate mission and values of ace hardware. I personally worked to stauber's ace in chicago in the 90's. My boss was steve stauber. I remember specifically being trained to listen and be helpful to customers. These are principles that have made ace successful. Employees like carlos gandara do not belong working for a company like ace because he projects an image which is opposite of what this successful corporation believes in. Carlos gandara's behavior was very negative and awkward. As an educated person, I was trying to understand why this man was acting this way. For example, he was telling me that he is poor and lives in a mobile home in canutillo, tx. I did not know why he was telling me these facts... I don't know him and didn't ask him about his personal life. He also told me not to shop at walmart for some reason. Carlos gandara seemed to be acting very weird. Perhaps the man has psychiatric issues. Anyhow, the rest of the staff acted normal and seemed to be helpful. I reported this clerk to the wife of mr. Myer's, dora, on 3/6. Dora said she would follow-up with him.

I'm a regular customer at meyer's ace. Went in on sunday 3/5 to have two keys made. I waited at the key counter for about ten minutes to wait for the clerk - he was paged by staff twice. I explained to the clerk that a key that was made by them previously did not function properly and was positional. He told me there must be a problem with my lock. I explained to him (Carlos gandara) that the key I brought in today actually works perfectly on the lock and that the copy made was probably not made correctly. Carlos gandara immediately responded by becoming rude and disrespectful. Carlos spoke with a negative tone and was not helpful and did not listen to his customer. Carlos's actions do not reflect the corporate mission and values of ace hardware. I personally worked to stauber's ace in chicago in the 90's. My boss was steve stauber. I remember specifically being trained to listen and be helpful to customers. These are principles that have made ace successful. Employees like carlos gandara do not belong working for a company like ace because he projects an image which is opposite of what this successful corporation believes in. Carlos gandara's behavior was very negative and awkward. As an educated person, I was trying to understand why this man was acting this way. For example, he was telling me that he is poor and lives in a mobile home in canutillo, tx. I did not know why he was telling me these facts... I don't know him and didn't ask him about his personal life. He also told me not to shop at walmart for some reason. Carlos gandara seemed to be acting very weird. Perhaps the man has psychiatric issues. Anyhow, the rest of the staff acted normal and seemed to be helpful. I reported this clerk to the wife of mr. Meyer's on 3/6. She said she would follow-up with him.

I shop at my local Ace Hardware several times a week, and usually every saturday.
And EVERY weekend the same two employees (1 male 1 female) are the rudest customer service people I have ever had to deal with!
The only time they speak, it's in a very hateful tone and God forbid if their standing around talking and have to wait on someone, that's when they become hateful and rude!
I always try to spend my money in our hometown to help local economy, and I spend a lot of money at Ace Hardware as I'm in the construction business. But I will stop shopping Ace and I WILL tell every other contractor around our area of West Lebanon, Williamsport, Attica Indiana and all surrounding towns, just how Ace Hardware employees treat good honest hometown buyers.

I was looking down an aisle for something I needed and the manager rudely asked me to get out of the aisle because the aisle "was closed". She did not say a kindly please or thank you or even asked if I needed help looking for what I needed, she just told me "so can you move out of the way" before she closed the aisle down. I felt so mistreated and unwelcomed where I did not want to buy anything from there. For being a manager you should never treat a customer that way and for me working in customer service I would never treat my customers that way.

Ace hardware in Rio Rancho NM.
Your assistant manager Jacob is a pig and extremely rude. I constantly watched him eyeing my daughter as we tried to shop. I asked them to please stop staring at my daughter his response was if you're not going to buy anything you need to leave. As long as that man is there I will never stop in that store or any of your stores ever again.

Hello
My name is Darlene R. I visit and patronize the Ace hardware located at 1320 Broadway, Gary Indiana 46407 frequently. I am very familiar with the cashiers and the representatives at the store. Today Decemeber 31 2016, I purchased some items. While purchasing the items the cashier and her friend (the other cashier) was very rude to me. Immediately I found the store owner and told them about the problem. The store owner (Kathy) took me back to the cashier area and began to assist me. Kathy then called one of the rude cashiers over to assist her, so I than began to leave. I began to leave the store because the cashier WAS VERY RUDE TO ME IN FRONT OF THE STORE OWNER. As I walked out the door, the cashier began to antagonize me, so I than turned around an asked to have a full refund.

I had a problem with christmas lights that my husband brought on black friday. I came in to the store and asked what I could do to repair the problem of the lights been dim. The manager said he never heard of such a thing. He advised me to take a picture and come back with the empty boxes to prove that it was his product. On dec. 24, I came back with pictures and empty boxes in hand as advised. I spoke to the manager again who stated he did not remember the conversation. I returned the christmas lights a half hour later. He keep stating he could not find me in the system. As I was leaving I stated that this was the worst experience I have ever have. He made me feel so uncomfortable. I followed his directions. That is when the store manager to " #### off " and walked away. The young cashier named tom was standing there and advised me that he would tell the store owner what had just happened to me. And he said "sorry about that"
On dec 26, I call the store and left me name with mary to have the store owner to call me and to this day I have not received a return call.
I have always brought our lights at ace hardware. As a matter of fact I think the year before we brought at least 10 new boxes.
I main concern is the way he spoke to me. No one was ever told me to "#### off" before.
I would give no stars if I could.
Avoid this store if you can

Walk in to the store in Tempe az
The manager Dave in a very rude matter approached me with a hateful stare and said in a rude way can I help you! it seems that if you wanna browse in a store they label you as a shoplifter and everyone in a rude way aproaches you and harasses you by saying can I help you in a sarcastic tone.date 120816
1805 E Baseline Rd Ste 1, Tempe, Arizona, 85283
The service here was horrible full of hate, that if I was black I could file for discrimination lawsuit.

I have been a good customer of ace hardware for many years, but now i must end my patronage due to a series of vital denial of service incidents reported in north dakota. Many of the water protectors at the standing rock reservation report that the nearby ace hardware stores are refusing to provide materials needed for their sustained efforts to stop the pollution of their water supply by oil conglomerates.

Regrettably, i will continue my boycott of ace hardware until such time that they abandon their discriminatory practice of denial of service to our brothers and sisters at standing rock, and i will continue to encourage my 1400+ facebook friends to do likewise.

In solidarity with the water protectors of standing rock,
Michael david melio

I went to www.acehardware.com website and found a really nice patio collection. I decided to buy it but first I wanted to see how it looks in real life. So I contacted Ace Hardware customer service and asked which stores had the patio I wanted in stock. They gave me an address, so I went to the store. When I arrived at the place they said that they did not have it in stock and gave me another address. I went there and nothing again. Wasted so much time on this and nothing. Very poor service. These guys cannot even provide their customers with a proper information!

Most people know about the Bundy militia that has used violence and media to brake the law, forcably occupying public property, garnishing weapons against public servants, And refusing to abide by the law of the land owing the government millions of dollars. These individuals are now being held accountable for there violent ways, yet the ACE Hardware store in Mesquite NV showed their ignorance on their billboard writing "free the Bundys".
A place of business should not expouse a position supporting individuals being charged with felony crimes.

In the afternoon, on April 14, 2016 I went to the Ace Hardware at 2620 Crenshaw in Los Angeles to speak with the mgr Todd about returning a defective heater that I purchased there and that the manufacturer agreed to take back, absorbing all the cost associated with this transaction. Todd was extremely rude to me and never made eye contact with me ( kept his head down looking at some papers) or allow me to explain my situation and just yelled at me "I'm not taking the unit back!", and just ignored me. I have never felt so humiliated and disrespected in my life. I had no idea that management could be so unprofessional. I'm not letting this go and will not be shopping there in the future and recommend that you do the same.