We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hardware Sales

Ace Hardware Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardware Sales.

Complaints

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

Find a Location

Ace Hardware Corporation has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 124 total complaints in the last 3 years.
    • 51 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/10/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 placed an order with the company which totaled in 3 items. I was shipped 2 of the items. When I reached out to customer service, they stated the item was out of stock and they were sorry. I asked for a replacement item and never got a response from the company.

      Business Response

      Date: 07/16/2025


      Hello Better Business Bureau,

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

      I have left a voice message for ***** today. *******, from Ace Hardware of Rome, will contact ***** about pick-up/delivery of the canceled item, SKU ******* - Circular Saw.

      I apologize for any inconvenience this may have caused. The item in question was canceled at the warehouse level, as inventory was not available. ***** did contact our *********** but did not receive a reply back with options.

      Please contact us if you have additional questions and reference incident 6998698.

      Kind Regards,

      ***** *. | Ace ***********
      Ace Hardware Corporation | ************************************ ************************;
      Phone: **************
      Helpful is our Business - Caring is our Commitment.

      Customer Answer

      Date: 07/17/2025

       
      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:06/30/2025

      Type:Product Issues
      Status:
      Resolved
      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've purchase 3 Ace hardware brand garden hoses over the past couple years. I bought then all within a matter of months as they were on sale. The first two hoses burst when allowed to sit with water pressure left on them. Fortunately not too much water was lost so there wasn't a significant increase in my water bill. The last hose apparently burst sometime last night of early this morning as the faucet it wat connected to wasn't securely closed. It appears as though the water has been running for quite awhile, with significant water lost. I'm sure Ace was aware of this issue yet continued to sell these hoses at a discount. Paying an extra few hundred dollars for a water bill in my area isn't acceptable. As a *** rewards member I'm sure the dates for my purchases can be found.

      Business Response

      Date: 07/02/2025

      Hello Better Business Bureau,

      We have reached out to the Customer and discussed the issue.

      Should you need anything further,please just let us know and refer to incident 6982412.

      Sincerely,

      ******** *.


      ******** M | Ace Care Center
      Ace Hardware Corporation | ************************************ ************************;
      Phone: *****************
      Helpful is our Business Caring is our Commitment

      Customer Answer

      Date: 07/02/2025

       
      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:06/25/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Received email for in-store promotion regarding 25-50% off all KeyStart programming fobs/keys through 6/24/25. When arriving at listed participating store, was told they could not honor the discount promotion on the order, but I could go to the store 1 hour north. When arriving there, was told they no longer program keys and I was told wrong information. I contacted the corporate help line and was told I should have received the discount but they would look into it and call me back. When they did not, I called again. The next agent said there was nothing correctly filed and there's nothing he could do. I asked for a supervisor and was hung up on. Upon calling a third time, the agent stated I would receive a call back, when I questioned when that would be and what to do if I wasn't contacted (as happened the first time) she said goodbye and hung up on me. When I spoke with the 4th agent, she stated they wouldn't/couldn't do anything for me except a $5 credit after being lied to, hours of wasted time and gas, hung up on, and receiving horrific customer service when the promotion on the time was closer to $50 off if honored. Absolutely have never been treated so poorly by any company in quite some time.

      Business Response

      Date: 06/26/2025

      Hello Better Business Bureau,

      We have reached out to the Customer and sending them out an Ace Gift card.

      Sorry for any inconvenience this has caused.

      Should you need anything further,please just let us know and refer to incident 6976313.

      Thanks,

      ******** *.

      ******** M | Ace Care Center
      Ace Hardware Corporation | ************************************ ************************;
      Phone: *****************
      Helpful is our Business Caring is our Commitment

      Customer Answer

      Date: 06/27/2025

       
      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. Specifically, I would like to highlight the extreme patience, understanding, and genuine caring of the response I received. She is the reason I will continue to be an Ace customer after all this.

      Sincerely,

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

    • Initial Complaint

      Date:06/22/2025

      Type:Product Issues
      Status:
      Answered
      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 8 feet of pool hose from the Ace Hardware in *****, **. It was the final portion remaining on the reelnot a custom cut at my request. When I attempted to return the hose unused and in its original condition, the store refused, stating that they dont accept returns on cut items.However, this was not a custom-cut itemit was sold to me as-is, and I did not ask for any modification. I contacted Ace Hardware corporate on June 14 through their website to resolve this, and have not received any response to date.I am requesting a return or refund, as the product is resalable and the return policy was not clearly communicated. Im also disappointed in the lack of customer service response from the corporate team.I will not return to this location, and I do not recommend it to others based on how this was handled.

      Business Response

      Date: 06/25/2025

      Hello Better Business Bureau,

      We reached out to the Customer and sent them out an Ace E-Gift card.

      Should you need anything further,please let us know and refer to incident 6971783.

      Sincerely,

      ******** *.


      ******** M | Ace Care Center
      Ace Hardware Corporation | ************************************ ************************;
      Phone: *****************
      Helpful is our Business Caring is our Commitment

    • Initial Complaint

      Date:06/21/2025

      Type:Product Issues
      Status:
      Resolved
      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 2 buckets of Duckback light base stain from ******* it was clearance paid for shipping. Initially got one and it was wrong it was roof paint did chat they said another was coming had to wait to see if it came. It came and was correct but damaged. It leaked all on my porch lid was squeezed. I let them know. They wanted pictures which I provided numerous times through email provided to me. Back and forth over and over. I am disabled and it is very hard for me to transport items like this is why I got it delivered. They kept telling me to return it to store in town. After much frustration I got them loaded up and took them to the store in *************** on a Saturday. They called someone to the front to do transaction but I was soon surrounded by 2 other employees now 3 in all and told the main manager had to do it as they couldnt pull it up by the order # and manager only works Monday thru Friday. I watch my grandchildren through the week and cant arrange this. I told them that but they didnt seem to care. I asked if there was anyone they could call to help do this now and was repeatedly told no. I had to load it up and take it back home. I emailed this encounter to the care center and havent received a reply. Have sent follow up emails asking for a reply and no response. All I have been asking for is for them to pick it up and refund my money and shipping cost. Order # ******** sub order # ******** total was $222.01 date of order May 12 2025. 

      Business Response

      Date: 06/23/2025

      Hello Better Business Bureau,

      We have reached out the customer and a full refund has been issued.

      Should you need anything further please just let us know and refer to incident 6960685.

      Sincerely,

      ******** *.


      ******** M | Ace Care Center
      Ace Hardware Corporation | ************************************ ************************;
      Phone: *****************
      Helpful is our Business Caring is our Commitment

      Customer Answer

      Date: 06/23/2025

       
      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:06/17/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 5/17/2025, I placed an online order (********) for two items and for in-store pickup. One item was in-stock and available the same day at the store, and the other item (Bonide Repels-All Animal Repellent, item number *******) was estimated to be delivered to the store for pickup by 5/20/2025. On 5/29/2025, I attempted to cancel the order because it still had not arrived at the store, and on 05/30/2025, the order was officially canceled by ***. These items were purchased with a $35 reward I had received for purchasing a ******* 4-step lawn treatment. This reward was not ever returned to my account. I called Ace customer service last week and was told that the reward would be returned in two weeks to one month, and this past Sunday I received an email which stated "I do apologize for the delay, unfortunately when an order is requested to be cancelled the rewards do not came back to your rewards account." It was not my fault that Ace went almost 2 weeks (well beyond their estimated 5/20) to fulfill my order. I canceled it because deer were destroying my shrubs and I couldn't wait any longer to get the spray from Ace.I'm a pretty frequent Ace customer. I don't deserve to be treated like this, and this business practice is completely unfair. If your company was not going to return my reward, I should have been given the option to not cancel the order. This has been a major waste of my time. Please return my reward and compensate me with a $10 store credit for my time. Thanks.

      Customer Answer

      Date: 06/18/2025


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

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

    • Initial Complaint

      Date:06/17/2025

      Type:Product Issues
      Status:
      Resolved
      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 an electric riding mower through Ace Hardware online, and it was delivered inoperable. From May 26 through June 7, I spent hours on the phone with both Craftsman and Ace Hardware, each of which is basically trying to blame the other. ********* is stating that there is a warranty, and that the mower can be fixed. Ace Hardware will not accept a return. The store manager of our local Ace Hardware store is working diligently with me and trying to communicate with Ace Hardware headquarters and ********* on my behalf. He is unsuccessful thus far. I am seeking a refund. This is going on a month I have been out of a mower, spent hours on the phone and on foot trying to resolve this. Since June 7, the mower is at the local Ace Hardware.

      Business Response

      Date: 06/18/2025

      Hello Better Business Bureau,

      We have issued the customer a full refund, including shipping.

      We do apologize for all the trouble the customer had with this order.

      We did reach out to let them know what was done, received voicemail, left a message to give us a call back at ************ and refer to Incident *******,  if they wanted to discuss this further.

      Again please accept our sincere apologies in regard to this matter.

      Sincerely,

      ******** *.


      ******** *. | Ace Care Center
      Ace Hardware Corporation | ************************************ ************************;
      Phone: *****************
      Helpful is our Business Caring is our Commitment

      Customer Answer

      Date: 06/18/2025

       
      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.

      Thank you for your intervention. I have been refunded for the mower plus shipping. I am satisfied with the arrangement. 


      Sincerely,

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

    • Initial Complaint

      Date:06/15/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 an ego lawn mower on 5/11 with order number ******** which stated that I would receive triple rewards points. The checkout process indicated this as well as my order confirmation. I never received those rewards points and when speaking to customer service Francisco ** he was extremely unhelpful. If the order confirmation stated I should receive those rewards points as part of the order, I should receive them.

      Business Response

      Date: 06/18/2025

      Hello Better Business Bureau,

      We have reached out to the customer, left a voicemail on Monday, June 16th and Wednesday, June 18th. 

      ***** received the initial ***** points when the purchase was placed on May 11th. I have added the additional ****** points to the customer's Ace Rewards account.

      I have also submitted for a $10 e-gift card to be sent to ********************** I apologize for any inconvenience this has caused.

      Should you need anything further, please just let us know and refer to incident 6964097.

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


      Customer Answer

      Date: 06/24/2025

       
      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:06/04/2025

      Type:Product Issues
      Status:
      Answered
      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 something from ***************************** for local pickup. I paid for the order using my $5 Ace Rewards and an Ace gift card to cover the remaining amount over $5. The next day, Ace canceled my order without explanation. They issued me a new gift card for the amount of my purchase price less $5. As in, *** did NOT issue me any compensation for my lost $5 Ace Rewards. So they basically stole $5 from me. Again, Ace was the one that canceled the order, not me!

      Business Response

      Date: 06/09/2025

      Hello Better Business Bureau,

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

      ***** **** has been called. Points were already added back to his Ace Rewards account. He was satisfied with my response during our conversation.

      This issued is now resolved.

      Please contact us if you have additional questions and reference incident 6952710.

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

    • Initial Complaint

      Date:05/31/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 placed an order through the Ace app on 5/30/25 for a DeWalt laser tape measure to pickup at a store location I would be near on 5/31/25. I used a coupon from Ace Rewards for $10 off. This morning I received an email that my order would be shipped to the store to pickup on 6/4. I canceled the order to try to pickup at a different location today because I won't be in that area for a while and needed the item today. When I called *** corporate, the representative was extremely rude and immediately told me the coupons are one time use only and that it was on me for cancelling the order even though the store said they had the item in stock but did not. I asked for supervisor due to the negative nature of the agent and was told someone could call me back. She also said she didn't care if I purchased the item somewhere else and she respected my decision. I said that was not acceptable and got more attitude from the agent. I am being forced to purchase the item somewhere else and am ready to never shop at *** again.

      Business Response

      Date: 06/02/2025

      Hello Better Business Bureau,

      We will not be interacting with the Customer.

      Reason being, we reviewed the call, the Customer used vulgar language with the Agent.

      This is documented under incident 6947356.

      Sincerely,

      ******** *.

      ******** M | Ace Care Center
      Ace Hardware Corporation | ************************************ ************************;
      Phone: *****************
      Helpful is our Business Caring is our Commitment

      Customer Answer

      Date: 06/02/2025

       
      Complaint: 23401276

      I am rejecting this response because:

      Sincerely,

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

    Ace Hardware Corporation is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.