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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

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Ace Hardware Corporation has 7 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/25/2023

      Type:Service or Repair 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.
      4/25/23 My checking account showed a deduction of $68.89 from some business I did not recognize. Apparently when I received information from ACO that I had won some power station for a mere $6.95 shipping cost, that actually was not true. Apparently, I won nothing but a chance to get ripped off. I was "re-entered" at the cost of almost $69 dollars, which of course might have been used for food or something necessary. I want my money back. I will never shop at ACO again.

      Business Response

      Date: 04/27/2023

      Hello Better Business Bureau,

      We did give the customer a call in regard to the complaint, they had stated it came from ACO, this would not be an Ace store. 

      What it sounds like they received,is called a Phishing Scam. 

      Scammers use email or text messages to trick consumers into giving them their personal information. Scammers launch thousands of phishing attacks every day and theyre often successful. Scammers often update their tactics, but there are some signs that will help you recognize a phishing email.

      Phishing emails may appear like theyre coming from Ace. They typically use the name of the company (Ace Hardware) or theyll include a logo you know and trust. Phishing emails often tell a story to trick consumer into clicking on a link, providing personal information, or opening an attachment. They may:

      Claim you must confirm some personal information
      Offer a coupon for free stuff
      Claim you have an offer waiting for you more information is needed

      This is a phishing tactic used to steal personal information from consumers and they should delete the message without clicking on anything.

      Ace Hardware does not offer any type of promotional, compensation for completing a survey, magazine drive or cash value offers of any sorts via email, text or direct mail communication.
      Sincerely,
      ********

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

    • Initial Complaint

      Date:04/02/2023

      Type:Service or Repair 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 visited my neighborhood Ace Cherry Creek store today, April 2, 2023. My sole purpose of the visit was to purchase a 20 lb. bag of Wild Bird Food. The sign in front of the bird seed said "$20 for Two." Not able to store two bags, I only wanted one 20 lb bag which I assumed would be priced at $10 plus tax. To my disappointment, the register said I owed $15.99. I contested the price and a manager was called to intervene. She said the only way I could get the discounted price was to buy two bags for $20.00. She asked me if I wanted another bag and I said no. When I got home I felt this policy did not make sense. They are forcing the consumer to buy more products than they need or have room to store. Their advertising sign should say: "Must buy two bags to get the discount." I will be shopping at ********** in the future.

      Business Response

      Date: 04/03/2023


      Hello Better Business Bureau,

      We have reached out to the Customer, the store has offered a free bag of the feed, but Customer has declined.

      Should you need anything further, please let us know and refer to incident 5799036.

      Sincerely,

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


      ***********************;| ******** Center
      Ace Hardware Corporation |  ********************************,  ********* **,  60523
      Phone: *****************
      Helpful is our Business Caring is our Commitment

      Customer Answer

      Date: 04/05/2023

       
      Complaint: 19886903

      I am rejecting this response because:  The person who called me did not address my complaint, she only offered me a free bag of bird food.  She did not acknowledge that the sign under the bird food "Two for $20" was misleading to the consumer or propose a method to fix the problem.

        If the consumer buys only one bag they will get a surprise at the cash register and be charged $15.99 as I was charged.  I want them to add to the pricing sign:   "Two Bags for $20, Must Buy Two Bags to Receive This Price."  This would avoid the problem which I experienced, i.e., thinking I could get one bag for $10.00.

      As an alternate sign that would not mislead the consumer:  "Buy One Bag At $20 and Get One Bag Free."  

      Sincerely,

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

    • Initial Complaint

      Date:03/15/2023

      Type:Service or Repair 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.
      Purchased an egiftcard from Ace Hardware **** for my wife for Christmas. I have a balance of $49.66 and am unable to use it. The website will not except the giftcard any more. I printed the giftcard and took it to the store and the barcode would not scan so they employee told me they could not accept it for payment. I decided to call customer service ************ and tell them of my dilemma. I was told the store should have taken the card. I asked them how to resolve the problem, they told me to take it back to the store. I asked for a replacement giftcard for the balance and was told they can not replace it. They did verify there was a $50 balance on the card. It is obvious Ace hardware does care about helping their customers. I now have $50 that Ace hardware has effectively stolen from me. I have a case number #****** but that is really useless since they refuse to help me.

      Business Response

      Date: 03/17/2023


      Hello Better Business Bureau,

      We are sending out the Ace Gift card for the amount requested and the Customer has been contacted.

      Should you need anything more, please let us know and refer to incident 5774447.

      Sincerely,

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

      ***********************;| ******** Center
      Ace Hardware Corporation  |  **************************************; ********* **,  60523
      Phone: ****************
      Helpful is our Business Caring is our Commitment

    • Initial Complaint

      Date:03/11/2023

      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 a Milwaukee magnetic tape measurer for in store pickup on the acehardware app on 3/11/23, item #*******, order #********. The price was $24.99, and I used an app only $7 off $20 coupon to bring the price down to $17.99 plus tax. When the app showed the item ready for pickup, I went to the ace hardware store on ********** in ***********, ** to pick it up. After arriving at the store, I was informed they don't have the measuring tape I ordered, and had substituted it with a cheaper Milwaukee tape measure without the magnetic feature, which costs $17.99. Because they substituted with an item under $20, I lost the $7 off $20 promo, and was not allowed to add any items to bring the total back over $20 to use the coupon. I did not want the lesser item without being able to use the $7 coupon, and was told the only option was for them to refund it back to my payment method. When I got home, I called ace hardware corporate at ************, to explain what happened and request the $7 coupon be added back to my account. I was informed that ace hardware does not return coupons under any circumstance, despite the fact the order was erroneously advertised as sold as in stock, received confirmation it was ready for pickup, and went to the store only to find out that none of that was true. Ace hardware's actions essentially amounted to a bait and switch. Their refusal to reissue the promo to my account since they were at fault in the order cancellation does not seem to be a fair or reasonable policy. The email on my ace hardware account is currently ******************** despite multiple requests for ace hardware to update that to my current email address of *****************

      Business Response

      Date: 03/15/2023

      Hello Better Business Bureau,

      We have tried to reach to the Customer at the phone number listed in the complaint, when answered, we are told there is no one there by that name. 

      We are mailing out a $20.00 Ace gift card to the address provided in the complaint, this was also the address provided on his aceahardware.com order. 

      He can use this on acehardware.com or at any participating Ace Hardware stores.  Please allow about 10 business days for them to receive it.

      We have also updated the e-mail address to the one requested.

      Should you need anything more or if the Customer would like to discuss this further, please let us know. 

      We can be reached at ************ and refer to incident 5769983.

      Sincerely,

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

      ***********************;| ******** Center
      Ace Hardware Corporation | 2200 *************., ********* **,  60523
      Phone: *****************
      Helpful is our Business Caring is our Commitment

      Customer Answer

      Date: 03/16/2023

       
      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:03/10/2023

      Type:Service or Repair 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 a ***** grill from the Ace Hardware store in **********, **. The grill was on sale and assembled. I was told that it was the last one available at the sale price. The grill looked fine but I did not inspect it closely. I just receive the grill on delivery by the store. First I notice that a shelf was missing bolts on one side. The store provided me with additional bolts. However, when I went to use the grill I noticed that the wire to the electri ignition was installed incorrectly and subject to damage, and the the valve units for the propane burners appears to be mispositioned. The later issue concerns me because I could have undetectable gas leaks. I called the store and they refused to take responsibility to help me, saying that I bought the grill "as-is" because it was on sale. I accept the scratches on the unit but the poor installation does not seem to be my problem. I have provided the business with pictures and the receipt of purchase.

      Business Response

      Date: 03/13/2023

      Hello Better Business Bureau,

      We have contacted the customer to assist with this issue on our end.

      Should you need anything further, please just let us know and refer to incident 5771201.

      Sincerely,

      ************** | ******** Center
      Ace Hardware Corporation | ****************************************************************
      Phone: *****************

      Customer Answer

      Date: 03/20/2023

       
      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. Once contacted by BBB the corporation and the local business were very responsive. A person wame over within a few days to review the problem and provide a quick fix to the problem. The service was actually excellent. Thank you for helping me with this problem.

      Sincerely,

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

    • Initial Complaint

      Date:03/09/2023

      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.
      On 3/8/23, I purchased an item at a ********* store for a space heater for rider order ******** and called in provided ticket number *******. I was promised on the first call that they would be refunding my order as this item was defective and wont turn on only to be disconnected. Then the second agent refused my refund and told me to return to the same store even though Im now 450 miles away traveling home !Please be advised that it is maddening to deal with these subpar agents and I will commence immediate legal action should this not be refunded urgently ! The abuse of your customers time is unacceptable and I demand this refund in full immediately for this defective item.Please confirm via phone and thank you kindly.

      Business Response

      Date: 03/10/2023

      Hello Better Business Bureau,

      We apologize for the service that ******************** has received.

      A full refund has been issued, this can take **** Business days depending on their bank.

      Should you need anything more, please just let ** know and refer to incident 5766642.

      Sincerely,

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

      ***********************;| ******** Center
      Ace Hardware Corporation |  **************************************; ********* **,  60523
      Phone: *****************
      Helpful is our Business Caring is our Commitment

      Customer Answer

      Date: 03/14/2023

       
      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:02/24/2023

      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.
      Ordered 3 items, box arrived destroyed and with only one item I purchased and another item I didnt. Informed Ace immediately by phone and by email with photos. They told me to file a claim with *****. I attempted to but since I was not the shipper, Im unable to do so. I informed Ace of this, via email with photos and screencaps. Followed up the following day. They claim theyd look into it. Now its been seven days.

      Business Response

      Date: 02/28/2023

      Hello Better Business Bureau,

      We have contacted the customer to assist with the issue on our end.

      Should you need anything further, please just let us know and refer to incident 5740487.

      Sincerely,

      *******************;| ******** Center
      Ace Hardware Corporation | ********************************************************, 60523
      Phone: *****************
      Helpful is our Business Caring is our Commitment

      Customer Answer

      Date: 02/28/2023

       
      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:02/01/2023

      Type:Customer Service 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 have tried repeatedly to get Ace Hardware to correct my Ace rewards account. My incident number is *******. I have called and emailed, each time they assure me it will be corrected.

      Business Response

      Date: 02/02/2023

      Hello Better Business Bureau,

      We have contacted the Customer and the issue has been resolved.

      Should you need anything further, please just let us know and refer to incident 5701875.

      Sincerely,

      *******************;| ******** Center
      Ace Hardware Corporation | ********************************************************, 60523
      Phone: *****************
      Helpful is our Business Caring is our Commitment


    • Initial Complaint

      Date:01/29/2023

      Type:Sales and Advertising 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.
      This was a scam email that I got and I want to make others. Aware It will take you only a minute to receive this fantastic prize. Dewalt Heater ACE The helpful place.ANSWER & WIN: A BRAND NEW Dewalt Heater SAFE HEATER DXH12B GET STARTED NOW DRI VALT DEWALT Congratulations!You have been chosen to participate in our Loyalty Program for FREE! It will take you only a minute to receive this fantastic prize. And it is asking us to fill out a survey and this is not right

      Business Response

      Date: 02/01/2023

      Hello Better Business Bureau,

      We have contacted the customer to assist with this issue on our end.

      Should you need anything further, please just let us know and refer to incident 5713561.

      Sincerely,

      ************** | ******** Center
      Ace Hardware Corporation | *********************************************************, 60523
      Phone: *****************

      Customer Answer

      Date: 02/01/2023

       
      Complaint: 18948263

      I am rejecting this response because: i am getting more of theese spam emails 

      Sincerely,

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

      Business Response

      Date: 02/06/2023

      Hello Better Business Bureau,

      We reached out to the customer several times and have not heard back. If they still would like to discuss this issue further,please have them call ************.

      Should you need anything further, please just let ** know and refer to incident 5713561.

      Sincerely,

      *******************;| ******** Center
      Ace Hardware Corporation | ********************************************************, 60523
      Phone: *****************
      Helpful is our Business Caring is our Commitment

      Customer Answer

      Date: 02/07/2023

       
      Complaint: 18948263

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:01/23/2023

      Type:Service or Repair 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 10 gallons of Royal paint from *** Hardware in ******* ** went to use it and after opening the 5 gal can discovered the paint turn thick as jello. Went back to the store and was told the person I needed to talk to was not in after 5 attempts of driving 60 miles round trip I tried to file a complaint 4 times with *** never heard back from them. Tried calling customer service the person did not speak English and did not understand what I wanted, all I want is replacement paint not money that set me back $300.00 FOOT NOTE; I was told also by the *** Store that the cold weather turned the paint to jello. I have other brands like Bear and ******** paint that did not freeze up.

      Business Response

      Date: 01/26/2023

      Hello Better Business Bureau,

      We have contacted the Customer and the issue has been resolved.

      Should you need anything further, please just let us know and refer to incident 5705837.

      Sincerely,

      *******************;| ******** Center
      Ace Hardware Corporation | ********************************************************, 60523
      Phone: *****************
      Helpful is our Business Caring is our Commitment

    Ace Hardware Corporation is NOT a BBB Accredited Business.

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