Complaints

This profile includes complaints for Ace Hardware Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ace Hardware Corporation

  2200 Kensington Ct Oak Brook, IL 60523-2103

• 

  Ace Hardware Corporation

  2221 N Country Club Rd Tucson, AZ 85716-2826

• 

  Ace Hardware Corporation

  9795 Courthouse Rd Spotsylvania, VA 22553-1915

• 

  Ace Hardware Corporation

  5020 Forsyth Rd Macon, GA 31210-2107

• 

  Ace Hardware Corporation

  2200 Kensington Ct Oak Brook, IL 60523

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday May 12th, I purchased a 5 gallon water cooler to be delivered to my house. I choose expedited shipping and spent $106.47 to get it shipped by Wednesday the 14th. Nothing was delivered on Wednesday. I contacted customer service and I received a tracking link for *** Ex. The link only showed that my package was in *******. The *** customer service person told me over the phone that "My package would be delivered by end of day on Thursday the 15th." No delivery. The Tracking link shows that my package is still in ******* and has not gone out for delivery as of end of day Thursday the 15. Again, I called customer service on Friday and was given the run around and was denied the option to speak with a supervisor at the customer service center at ***. I asked for this and was told that they don't have a supervisor. I was given the same tracking link and was not given help. I requested to cancel my order and asked for my money back and was told "No, your package can not be canceled because it is out for delivery already." I told the representative that I didn't receive anything and that my package was still in *******. They said "no." I asked for my expedited shipping charge to be refunded and said no! It is Sunday May 18th and I still don't have any delivery and my package now has shipped to ********************** according to the *** Ex Link. I live in **********. They stole my money and are ignoring my requests. If they were never going to deliver on time, they should not have the option for expedited shipping.

  Business Response

  Date: 05/20/2025

  Hello Better Business Bureau,
  
  We have reached out to the Customer and issued a refund for the shipping. 
  
  Once ***** delivers the package, they can refuse it.  When we receive the item back at the Warehouse, a refund will be issued for the item.
  
  Should you need anything further, please let us know and refer to incident 6926552.
  
  Sincerely,
  
  ******** *.
  
  
  ******** M | ******** Center
  Ace Hardware Corporation | ************************************ ************************;
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/11/25 I went to ACE in *********, ** to look at weed whackers, I spoke with the Manager in the store asking him out of all of the weed whackers, I am looking for something easy battery operated that is easy to use. He showed me the *** weed whacker IQ that has no bump which he said i don't have to fuss with the string, and it will re-track itself if the string gets to short. When, I got it home, I had to put it together (which was not easy as a woman), and tried it; the first thing that happened when I pulled the trigger was the string went all the way in machine (I think because I did not see the orange string anymore) It was also very heavy to handle once the battery was attached. It came with a very heavy duty battery. I took it apart and put everything back in the box the same day and went to return it (approximately 3 hours later) by the time, i took put it together and take it apart to fit back in the box and finish cutting my backyard). The Manager who sold it to me was there and I said to him you sold this to me and I'm not happy with it its difficult to use and heavy and the string disappeared he looked at me and said I'm sorry, I can't take it back per our store policy because I used it. I said how else would I know if it works for me if I didn't open it? He said I should have tested it, i said how can you test it in the store? He didn't reply other than, I'm sorry, I can't take it back, and kept on repeating that. I told him I'm not keeping something so expensive that I can't use. He said to call the owner on Monday she will be in from 8 to 5. I called for the owner, I am told she's not in today. Also note: that there is absolutely NO SIGN stating these tools are not returnable or else I surely would have NEVER purchased something that is not returnable. In fact, no one would. Nor did the Manager say anything to me that it was not returnable once I purchased it. 

  Business Response

  Date: 05/12/2025

  Hello Better Business Bureau,
  
  We have reached out to the Customer,they will be bringing the item back to the store to receive a full refund.
  
  Should you need anything further,please let us know and refer to Incident 6919476.
  
  Sincerely,
  
  ******** *.
  
  ******** M | Ace Care Center
  Ace Hardware Corporation | ************************************ ************************;
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 05/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* ****** 05/04/2025 Subject: Complaint Regarding Defective Craftsman M230 Lawn Mower Purchased from Ace Hardware **********, ** To Whom It May Concern, I am submitting a formal complaint regarding a defective Craftsman M230 lawn mower (Model CMXGMAM1125502) that I purchased from Ace Hardware in **********, *******, on [insert purchase date]. After a single use, the lawn mower stopped functioning properly. I attempted to locate an authorized service center for repair under the Craftsman 2-year limited warranty, but the local service center is no longer in operation. When I called the Ace Hardware store for support, they declined to offer a return, refund, or alternative service option, despite the product clearly being under warranty and barely used. I also attempted to contact Craftsman/******* ***** & ****** for support, but I have not received a resolution. I am now left with a defective product, no service options, and no support from either the manufacturer or the retailer. I respectfully request the BBBs assistance in resolving this matter. My desired outcome is for a full refund. Attached is a copy of my purchase receipt and any related documentation. Thank you for your time and help.

  Business Response

  Date: 05/07/2025

  Hello Better Business Bureau,
  
  We reached out to the customer;they have received a full refund.
  
  Should you need anything else, please just let us know and refer to incident 6909757.
  
  Sincerely, 
  
  ******** *.
  
  
  ******** M | ******** Center
  Ace Hardware Corporation | ************************************ ************************;
  Phone: *****************
  Helpful is our Business Caring is our Commitment
  

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a lawn mower on April 28, 2025, around 7:30 in the evening. My wife opened it, put it together, added oil, and started mowing. Unfortunately, it began to rain, so she had to stop. The next day, she went out to finish mowing, took the lawn mower outside, and tried to start it, but it wouldnt. She tried repeatedly with no success. She called me, and I also tried starting it multiple times, as did our neighbor. Frustrated, we called the store and spoke with ****, who told us to bring it in for a refund. The next evening, after more rain, we went to the store. We spoke with *****, who said he wouldnt refund our money. I asked him why, reminding him that their policy states a 30-day return policy on all merchandise. He acknowledged the policy but still refused to refund us. This feels wrong and goes against standard business practices. 

  Business Response

  Date: 05/06/2025

  Hello Better Business Bureau,
  
  We have reached out to the customer and they have been fully refunded.
  
  Should you need anything else, please just let us know and refer to incident 6905075.
  
  Sincerely,
  
  ******** *.
  
  ******** M | ******** Center
  Ace Hardware Corporation | ********************* ************************;
  Phone: *****************
  Helpful is our Business Caring is our Commitment

• Initial Complaint

  Date:04/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just attempted to get a balloon blown up for a 40th birthday celebration. Colors are red and gold. I brought my own balloons to the store. The cost is 20 dollars per balloon for helium. The cashier put too much air into the balloon and burst the #4 balloon. She attempted to fix it with a silver 4. I declined the offer and requested a refund due to the birthday colors being red and gold not silver and gold. What an eyesore to have one silver balloon for an entirely red and gold party. Store declined to refund the amount paid for the helium because the balloon was not purchased from their store. Unbelievable!!

  Business Response

  Date: 05/01/2025

  
  Hello Better Business Bureau,
  
  We have tried reaching out to the Customer several times at the phone number provided to no avail.
  
  It does not allow us to leave a voicemail as it states the mailbox is full.
  
  If the customer would like to discuss this issue further, please have them call us at ************ and refer to incident 6896498.
  
  Sincerely,
  
  ******** *.
  
  ******** M | Ace Care Center
  Ace Hardware Corporation | ************************************ ************************;
  Phone: *****************
  Helpful is our Business Caring is our Commitment
  

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a rewards member I received a mail coupon for a free 1 inch x 25 foot Ace tape measure with accompanying purchase. The reward is good until February 28, 2025. On February 22, 2025 I presented my coupon to the checkout person along with items to purchase and asked for the free tape measure. I was told they were out of them. When I asked about a substitute or a rain check I wad denied either of those possible solutions and was told by the clerk that the store had been informed by Ace Hardware Corporate Offices that no more would be provided to them. Obtaining one by making a purchase on the *** website is not allowed (per the language on the coupon). As can be seen by the photos of the coupon (attached), there is no stipulation about "while supplies last" or other proviso about availability limits. This is obviously a "bait and switch" ploy by Ace Hardware corporation to lure customers into the store without honoring the advertised promotion.

  Business Response

  Date: 03/06/2025

  This complaint was directed to ****************** a different and non-affiliated company.  Please direct your complaint to Ace Hardware.

  Business Response

  Date: 04/16/2025

  
  Hello *****,

  Thank you for contacting the **************** We always strive to provide amazing customer service.

  I do apologize for any inconvenience cause by this *********** promotional offer. Ace Hardware locations are independently owned and operated, with that said, I have reached out to ***, store manager at Ace Hardware at ******************* have placed an order for the tape measure (item *******), for the stores next delivery. You can pick up either Friday or Saturday as *** will be available.The phone number for this location is ************, if you would like to call prior to arriving to the store.

  *****, I did leave a voicemail message at ************, this number was listed on your Ace Reward account. The number provided in the Better Business Bureau complaint was cut-off, ************ (a digit was missing).  

  I have also shared your concerns with our Ace Reward Team, for an enhancement to update the verbiage on future offers like this one. We appreciate your feedback.

  Please contact us if you have additional questions and reference incident 6879155.
  

  Have an Ace Amazing Day!
  

  Kind Regards,
  ***** *. | Ace Customer Care
  **************
  Helpful is our Business - Caring is our Commitment.

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Follow-Up on Refund $596.11 I was promised a refund in the amount of $596.11 by Ace Hardware customer service, but I have yet to receive it. As a result, I have filed a dispute with my credit card company regarding this issue.I have several emails confirming that a full refund would be issued to my original form of payment, as well as a "lost package" notification from the carrier.Please issue the refund as promised by your customer service team.Thank you.

  Business Response

  Date: 04/23/2025

  Hello Better Business Bureau,

  We have been in contact with the customer and requested that they forward the emails they received from Ace Hardware to show the sender, as we cannot accept a screenshot of the email(s). The customer has declined to do so.
  

  We have been in contact with the carrier R & L who provided the attached proof of delivery, showing the item delivered to the customer.
  

  If the customer provides the forwarded emails as requested,we can investigate further.
  

  Please contact us if you have additional questions and reference incident 6875803.
  

  Sincerely,
  
  ***** *. | Ace Customer Care
  ********************** | ************************************ ************************;
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23188818
  
  I am rejecting this response because I provided all the documentation that the representative from Ace Hardware customer service requested. I was promised a full refund for my lost order on three separate occasions by the Ace Hardware customer service team, and I have submitted documentation supporting those promises.

  
  Additionally, I spoke with a representative from the carrier, ***** ****, who confirmed that the item was considered lost in transit by his company. Clearly, both Ace Hardware and the carrier are experiencing quality control issues that need to be addressed. Furthermore, the customer service department appears to require serious improvement if customers are forced to go to such lengths to receive a refund that was promisedespecially after providing all necessary documentation.
  I have already contacted my credit card company regarding this matter and have submitted all supporting information for my dispute.
  Sincerely,
  

  ** **********

  Business Response

  Date: 04/28/2025

  Dear Better Business Bureau,

  There are no records of the customer ever calling/emailing Ace ********************** to report an issue with their order. As such, we reached out to the customer requesting that they forward the emails they received from Ace Hardware, so that we can review who/where the emails originated from. The customer has declined to send us anything but the screenshots (pdf) which do not contain the originating email address.

  We spoke with R+L Carrier and were advised that ***** **** is not in ***************** so we requested that the customer forward the email they received from the R+L Carrier, so we can review the origination of the email. The customer has declined to send Ace ********************** anything but the screenshots (pdf) which do not contain the originating email address.

  Upon receipt of the requested information, we will be happy to review further.
  

  Please contact us if you have additional questions and reference incident 6875803.
  

  Kind Regards,
  ***** *. | Ace Customer Care
  **************
  Helpful is our Business - Caring is our Commitment.

  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23188818
  
   I am rejecting this response because I have already sent all the required information to Ace Hardware customer service, including communication from the carrier declaring the item lost in transit. I have filed another consumer complaint with the ************************. Its a shame that a corporation the size of Ace Hardware is making this refund process so difficult, especially after sending numerous notifications stating that a full refund would be issued. If this is not resolved, my next complaint will be to the ***. I have also provided all of this information to my credit card company
  Sincerely,
  
  ** **********

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/23/25 I need Ace Hardware Corporation to email me $50 Ace Hardware gift card because I purchased a ln ace Scotts fertilizer spreader but I cant use the spreader due to my disability. I tried to return the unused spreader to the ace store for at least an ace store credit but the ace store clerk wouldnt allow me a store credit refund. BBB please assist and an ace corporate office manager can contact me anytime by phone or email. I originally paid $49.99 for the Ace item. 

  Business Response

  Date: 03/27/2025

  Hello Better Business Bureau,
  
  We have reached out to the customer, and they had provided a receipt for the purchases. 
  
  The purchase is from April of 2024 and the Ace store has a 30 day return policy.  The store is still willing to do the return for the customer, they will be bringing the item in for a full refund.
  
  Should you need anything further, please just let us know and refer to incident 6847578.
  
  Sincerely,
  
  ******** *.
  
  
  ******** M | Ace Care Center
  Ace Hardware Corporation | ************************************ ************************;
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thanks BBB I will take the item to the ACE store in a few days for my full money return per ACE corporate office Michelle 
  ************
  Sincerely,
  
   TW

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a large Lego storage head for my son. I needed the LARGE size. The listing clearly states this is the- LEGO Large Boy Storage Head Yellow. In the description it says Brand Name: **** Product Type: Storage Head Brand Name: LEGO Color: Yellow Height: 7 inch Length: 6 inch Upon receiving the item I received the MINI Lego storage head. The dimensions of the item I received are 4inches x 4 inches. Upon contacting the customer service number by phone I was told to email the care center to receive a refund. The care center acknowledged that they sent me a different item than described, but said I would need to drive 30 minutes to the closest store AND would not be refunded for shipping costs. So now I am forced to go out of my way (time, mileage, gas) to get some of the money I paid back and I am still responsible to pay for the original shipping charge even though they had the incorrect information on the product page. If I return the item I expect the shipping charge will be refunded too considering this was their mistake. I was told through email that it will not be refunded. 

  Business Response

  Date: 03/27/2025

  Hello Better Business Bureau,
  
  We have reached out to the customer and received v/m.
  
  Left a message letting them know, unfortunately, since the customer has a claim with ******, we are not able to issue the refund.  The refund will be coming from *******
  
  Sorry for any inconvenience this has cause them.
  
  Should you need anything further, please just let us know and refer to incident 6841835.
  
  Sincerely,
  
  ******** *.
  
  
  ******** M |Ace Care Center
  Ace Hardware Corporation | ************************************ ************************;
  Phone: ****************
  Helpful is our Business Caring is our Commitment

• Initial Complaint

  Date:03/18/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In relation to order 56388383-56388422. Contacting Ace Hardware I purchased a set of Craftsman Tools for my husband online from Ace Hardware, Ace claims the tools were delivered, we have proof from Vivint Security that this is false. Attempts to contact Ace Hardware have been futile, they have told us to contact *****. We spoke with ****** in which they tell us only the shipper can begin an investigation, Ace tells us they can not. It has been constant finger pointing, with Ace Hardware denying any responsibility. Yet we paid Ace Hardware, who has our money, yet we have no tools.

  Business Response

  Date: 03/24/2025

  
  Hello *******,

  Thank you for contacting the **************** We always strive to provide amazing customer service.

  I wanted to follow up with you regarding online order 56388383-56388422. I have refunded $33.79 shipping and $367.98 cost & tax =$401.77 total. The refund was processed today to the original form of payment.
  We originally spoke about having the item reshipped to Sahuarita Ace Hardware for pickup, but I was advised you had already purchased the item on Saturday, March 22nd.
  

  I am also providing a $10 discount code valid for your next online purchase for pick-up in-store.
  You can copy/paste or type in promotional code, while in your cart before checkout, under Offers & Promo Codes, click add Offer or Promo code.
  
  CC10FWVV8HAB0H
  
  Please contact us if you have additional questions and reference incident 6834274.

  Have an Ace Amazing Day!
  Kind Regards,
  ***** *. | Ace Customer Care
  **************
  Helpful is our Business - Caring is our Commitment.