Ace Hardware
Reviews and Complaints

I recently bought an ace brand snow shovel because of the no questions asked policy. Well my shovel was cracked and very worn so I brought it to scarborough me ace hardware and had one hell of a time to get an exchange, after fighting with management saying nothing was wrong they finally gave me the cheapest shovel on the rack and ashured me this would be the last time they would do this. Im very dissapointed in is store because I use them alot for other needs but after this I will drive 15 minutes longer and buy at a store who will honor their guarentee.

Brandywine ace hardware in pocopson (Chadds ford, pa) is a great hardware and paint store. They should stick with what they do best. I made the mistake of sending in my hustler fastrak mower for std. Maintenance, in response to an ad they posted in the local paper. This is the email I sent them (To which they did not respond) : "over a month ago, in response to a local newspaper ad, I had my hustler fastrak mower taken into your power equip. Shop for std. Maintenance. It had been maintained by power pro, but I mistakenly assumed your power equip. Dept. Was on a par with your well-run lawn and hardware store.

Prior to leaving on a vacation on 3/26, I was told the unit would be picked up on 3/24, maintenance performed, and the mower delivered upon our return on or soon after 4/7. The mower was picked up (After 2 follow-up telephone calls from me to find out whether they would, in fact, pick up the mower) on the 3/26. I had received no calls initiated from your dept.in regard to the delay.

I waited a week after our return to call about the mower. I was told"melissa?"would look into it and call me. She did not call me. I called back and after lots of paper shuffling, was told I was"10th in line to be repaired, and I would be called when it was ready, the guys are busy, the guys are working as fast as they can", and bunch of other similar crappy lines.

Another week passed and no call. I called again and was told pump filters had to be ordered. I asked when they were expected. I was told by the same female employee, she would check with the parts mgr. And call me back. No call back was received.

More days passed. I called again and spoke with bob, the newly installed department manager. I asked what was the problem with performing the maintenance and whether I would get better answers from the owner. He assured me he would handle the matter and then I could take it up to the next level. Yesterday, bob left a message informing me the filters have arrived and the unit should be done yesterday.

I have not heard back from bob. I am taking this to the next level.

The unit had been maintained by power pro.in response to your ad and generally good reputation, I gave the unit to you to maintain. There are at least 2 nearby hustler dealers who probably would have lent you the 2 filters. You may have had a new hustler unit in stock from which filters may have been borrowed.

I have had to have my rather large lawn mowed twice by contractors and have had to pay an unexpected $100 for the service. (Service by the way is defined as variously as: 1. An act of helpful activity; help; aid: to do someone a service, 2. The supplying or supplier of utilities or commodities, as water, electricity, or gas, required or demanded by the public, 3. The providing or a provider of accommodation and activities required by the public, as maintenance, repair, etc. : the manufacturer guarantees service and parts, etc., etc.)

I do not care for circular definitions but, I am sure you get the point. I am in a service business, as are you. If I cannot provide a certain level of service which is expected by my customers, I will lose them as customers. There is simply too much competition in my business and yours to expect customers to tolerate the level of"service"I have received from your power equip. Dept."

I did not like the way this employie was talking to customers he was real short and was kind of yelling at the customers, getting inoyed with anyone who asked him anything. His face was a mix of yellow and bright red (I think from the alcohol I smelt when it was my turn to ask him!Then it all was clear this guy does not belong in customer service, , I will never shop there again!

I ordered an item on Ace Hardware internet site. It was to be delivered to a store. I got an e-mail message advising me that the item was shipped and if it was to go to a store it "is" at the store. Went there, no item. Called the Ace Hardware helpline. "Tim" advised me that the e-mail message Ace sent me was inaccurate and that nothing could be done to assist me except continue to contact the store to which the item was to be sent. No supervisor was available to speak to and no other individual would be able to assist me, according to Tim.

I purchased a Grinder/sander from Ace on Tue. I tried it for about 15 min. and found that it was not what I needed. The very next day, with receipt in hand, I went to the store to return the item. I was told by "Mark" the store manager, that I couldn't return the Grinder because,
" What am I suppose to do with it? You used it, I can't sale it as new... It's like if you bought a stove, and tried to return it. I can't return that item. " I told the manager that I used it for approx. 15 min. I determined that it was not what I needed. He repeated, hollering from the raised Manager's perch across the store. " What am I suppose to do with it? "
I told him, " I guess you can do the same thing that I will do with it... nothing. I can't use it!"
I said, if I had bought it at Walmart, I could return it, no questions asked.
He repeated, "What am I suppose to do with it?"
He may have kept my 59.00, but I assure you that he lost ALL of my future business.

One sunday afternoon during early summer I was in the local ace hardware to purchase several chore items — garden hose repair and sprayer, bug spray, septic tank treatment, etc.. I had several items in my cart when the manager asked if I had found everything I needed or if he could help me. I told him I was having a smell coming from my septic tank or lateral lines. I had already picked and item and had it in my cart when he suggested another item which he then explained was better more pure hence would work better at reducing any septic odors. He then took me back to the isle and location where the products were and the item he suggested was empty and he then immediately said he had more in the stockroom to which I replied the type I already had in my cart would be okay with me. He then told me how much better the other product would work. Well, ok then I thought yo myself as I agreeded, and he then asked for my id because he said he needed to record who bought this item as it was on a dea list. I now think that I can not back out of buying item or I will look guilty — no problem — I was using it for a valid reason. I then asked about some tractor door molding which I had a small piece. I showed it to him and he said he had and exact match. I asked where it was and he directed me to an isle which I had already searched. He told me it was there and to look again while he took my id info so I would not have to wait during checkout. There was no molding similiar to what I needed and a younger man even told me there was not any molding close to what I was looking for. When I went through checkout the manager has brought two bottles of this septic cleaning item — whats this? I only wanted one at which he seemed to act if one was not enough — well I only got one. Then as I was leaving the parking lot two police cars immediately stopped me, looked through my truck and started asking questions about making meth. After I explained why I bought it and was on no type of drugs they sent me on my way. When I told them the manager suggested it and was not happy about it they stated the manager was just doing his job and we then departed. I have thought about this for several months and it still bothers me because — I already had a different product in my cart when he suggested an item that I had not seen nor asked about and was not even on the shelves, which he had led me back to — he sold this to me as if I would be sorry if I bought something else. He lied about having the tractor molding to stall for time to call local law enforcement. Tried to sell me double the amount I agreed to try. He was trying to set me up or something. Why? I guess the little runt could'nt get a job with real law enforcement or it may be because I had one time bought some foaming sealant which was bad, so I had picked some up at wal-mart (ace was closed then and I wanted to get my job finished) and I wanted a refund not more sealant. I had my receipt which I had paid regular price for but they were now having it on sale and he only wanted to refund via sale price and not the full price I had paid. For some reason several people who were in line behind me voiced their opinion-= agreeing with me. I think it embrassed him. Anyway I have not and will not enter that store again and if I should see him somewhere I will not touch nor impead him in any way, call him any nasty names or reference his family in any way but I will tell him what an a* he is. Yes I will oh, and yes, because of this staged incident at the claremore, ok. Ace hardware — I still have the septic line cleaner, I never used the product and it is unopened. "you are a man of no character and must think little of yourself

I recently bought a long handled shovel at the Firestone Co Ace Hardware store. When I tried to use the shovel, it was so flemsy that it was barely usable. It is supposed to be a hardened and tempered shovel, but was of very poor quality. My work background is over 30 years as a manufacturing engineer and tool and diemaker, so I know something of metalurgy and hardening of metals. When the shovel proved to be unsatisfactory, my intention was to purchase their most industrial grade shovel, and return the shovel I had for
credit against the more expensive shovel. The customer service rep at the store refused to do anything on my behalf, despite my belonging to there regular buyers value club. I spend money regularly at this store for assorted houseware items, and will no longer do business with them. When I contacted the corporate customer service, they as well had no interest in standing behind their product. Let the buyer beware when dealing with the Ace Hardware company.

At a price $47.99 for Scotts fertilizer Ace was the highest price in town. But advertised as $37.99 after a $10.00 rebate it was the best price in town, and so I purchased 3 bags.

As required I filled out a rebate form very carefully, paying attention to enter correct UPC code, the brand name, and number of bags, etc. Having purchased three (3) bags with a $10.00 rebate per bag I was entitled to a rebate of $30.00 total. And I made a digital copy of the form.

However, Ace wouldn't honor that. They sent a rebate check of only $10.00. I've been haggling with them over the web for 3 weeks now. I've had 3 different people email me the rebate would be sent to me. NO check. All I get is lame excuses and their website indicating "scheduled for final processing" but nothing happens. They just emailed me a new tracking number in which I cut/pasted it directly from the email and there is no such tracking number on their system.

I'm just getting jerked around by their corporate office.

Ace Hardware rebates are a ripoff.

Ace Hardware online store lacks adequate organization and follow-up customer service. I order a product to be shipped to a local Ace Hardware store. The product arrived within three days but was short two items of the sixteen I ordered. The incomplete order was reported to me by the local retailer. The trouble started when I tried to get the remaining two items in my order. I was told by the "customer service" person on the phone that the issue had been referred to corporate for further research. Ace Hardware could have simply called the store they shipped it to and confirmed the incomplete order. Instead, though, they treat the issue as though I am the one claiming they failed to fill the order. They have so far refused to call their own store and find out what was shipped. To date I haven't picked up the incomplete order. There is a complete disconnect from the people who field the phone calls and the people who fill the orders and make sure everything is done right. I'll never order from the Ace Hardware online site again.

Walking into westlake hardware to purchase an item and employee first remarks were what are you doing in here. I purchase my items and am greated with a un professional employee slamming my items on the counter with a hateful attitude, along with my card which I purchased with. Every time I go in there this employee has an attitude and is very unprofessional at her work place. As we were purchasing the items I was talking with my son and a friend that this employee had nothing to do with it makes the comment that "you dont need to f****** come in here. The next day I was told not to come in the store by the manager of the store. I dont understand how that can come about when I was purchasing items and was treated horrible by this employee. It is on going and now that I cant even walk into a store and purchase items because of this employee.

I submitted a rebate claim online to E-Rebates and received an e-mail verifying that my claim was received. Three weeks later I received a card by mail with this information: 'Unfortunately we could not honor your request due to the following reason(s): 'there are no valid rewards or there is a $0 check reward; exceeds limit'.

I wrote a letter to the address provided on this card: Ace Rebate Processing Center, Resubmissions Dept. 07-79703, P.O. Box 028516, Miami, FL [protected].

The 800 number is the same; I was on hold for an unreasonable amount of time and did not get to speak with a person.

I resubmitted for the rebate offer and provided a copy of the sales receipt, a copy of the mail-in form, the MFR number and the ACE SKU number as requested. They also wanted the card back that they sent me.

Four weeks later I received a second card. This time they claimed not to have the SKU and requested the original sale receipt. I made photocopies and sent the original sale receipt and circled the SKU number with a bright colored pen and included their card again. Three weeks later I received a third card, identical to the second. I took all my photocopies to an ACE Hardware store and asked if and what I am doing wrong. They checked the SKU number and found no reason for rejection. I then requested that the store manager call the processing center to resolve this dispute.

I received the rebate check 2 weeks later, but:

I will no longer shop at ACE Hardware.

I will avoid to buy products from the manufacturer that offered the rabate.

I will re-post this complaint on other sites.

Ace hardware will not honor their rebates! On friday, july 29 2007 I purchased a weber grill from ace hardware. There was a $20.00 mail in rebate which I sent in with the receipt and upc code. I wouldn't have purchased this item if it wasn't for the rebate. Today I received a reply stating that that the rebate was invalid because the receipt didn't have the correct date. It was purchased on the first day of their sale. I'm sure of the date I purchased the grill so the date is correct plus the sale price was on the receipt. The receipt's ink was a little dim so they was probably too lazy to even look for the date on it. They know I can't resubmit my receipt because I sent the only one I received at the time of purchase in with the rebate. This all seems like a scam to me since they know 99% of the time no one is going to go out and scan a copy of the receipt for their records before they send it in for the rebate. The main reason I filed this complaint is to get it on record how ace hardware treated this now ex customer. Complaint was filed with the bbb.