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.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ace Hardware Corporation

  2200 Kensington Ct Oak Brook, IL 60523-2103

• 

  Ace Hardware Corporation

  5020 Forsyth Rd Macon, GA 31210-2107

• 

  Ace Hardware Corporation

  2200 Kensington Ct Oak Brook, IL 60523

• 

  Ace Hardware Corporation

  2221 N Country Club Rd Tucson, AZ 85716-2826

• 

  Ace Hardware Corporation

  9795 Courthouse Rd Spotsylvania, VA 22553-1915

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:01/12/2023

  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.

  On 09/03/2020, I have purchased a boiler from ACE hardware online, with a pick up from an affiliated store. On December 21st, 2022, that boiler stopped working. I contacted the manufacturer since the boiler is under the warranty and they provided a return voucher # to be provided to ACE, that would cover a replacement boiler. I called ACE and they told me that I have to go to the store where I picked it up from. I explained that it was ordered and paid for online, the store was just a pick up spot. They said the store where I picked it up needs to do it. I went to the store, the manager called *** and spoke to 3 three different people, none of whom wanted to help him. Finally, he reached someone and was told that he can't replace it for us because I paid ACE hardware online for the product, not him, he's only a pickup location. In the next 2 days, I called multiple times (at least 5 to 6 times), sent two detailed emails, even opened a case but to no avail. The reps just gave me generic answers, the emails were generic responses about 30 day return policy, I called the manufacturer again to clarify, and they explained that they only manufacture but the stores sell their products. Every rep I spoke to at the manufacturer's said that ACE needs to replace it with the return voucher and that ACE is trying to pass the buck. I have never encountered such horrendous customer service where a business didn't try to resolve the issue.

  Business Response

  Date: 01/17/2023

  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 5691207.
  
  Sincerely,
  
  *******************;| ******** Center
  Ace Hardware Corporation | ********************************************************, 60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

• Initial Complaint

  Date:01/05/2023

  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 12/10/22 while in the process of moving I discovered I needed a square bit to disassemble a piece of furniture to fit into the moving truck. To avoid having to make multiple trips I purchased 3 bits in different sizes to make sure I had the correct one, planning on returning the other 2. I checked on the Ace app to make sure the local store had them and also make sure there was an Ace store near where I was moving to return them as I literally had a few hours to finish packing the truck and leave. ***'s return policy advertised online indicates you can return to any store within 30 days and I shopped frequently at several Ace stores near my home and work and never had trouble with any returns between stores. On 1/5/23 I went to *********** in ****** ** to return the 2 unopened bits with the receipt as well as to purchase other items. The clerk told me Burgers does not accept returns from any other Ace hardware store, that as an independent small business the owner told them they can't afford to take returns of items purchased at other stores. When I got home I checked the Ace website again and they advertise "Easy Returns" so I reached out to ******************** through email and got a response from **************** at *************** apologizing for the inconvenience but since the stores are independently owned they can not actually enforce the return policy. Ace maintains a website and app that contains information that customers use and rely on when making purchase decisions and I assume in some way gets part of every sale but then can not require their retailers to follow the policies of the cooperative they joined? This is $8.50, it isn't about the money but the principle and apparently Burgers based on BBB and Yelp reviews has a history of not honoring ***'s refund policy. I would like Ace to refund the $8.50.

  Business Response

  Date: 01/06/2023

  
  Hello Better Business Bureau,
  
  The Customer has been contacted and an Ace e-gift card is being sent out.
  
  Should you need anything else, please just let us know and refer to incident 5681588.
  
  Sincerely,
  
  ********************
  
  ***********************;| ******** Center
  Ace Hardware Corporation ********************************************************, 60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 01/09/2023

   
  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:12/12/2022

  Type:Delivery 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 ordered a drill for $105.93 from ace hardware website on November 28th, 2022. I received no updates on my order until December 5th, 2022 when I received an email that it has shipped. I tried to contact ace several times through email with no response. I was finally able to reach them though ******** messenger. There they informed me my order had been cancelled (with no explanation as to why). They informed me I would receive a refund for the drill by the end of the day of December 9th, 2022. It is now December 12, 2022 and I still have no refund and no drill.

  Business Response

  Date: 12/19/2022

  Hello Better Business Bureau,
  
  We have reach out to the customer several times but are unable to get in touch.
  
  We did leave a message letting them know a full refund has been issued.
  
  If the customer would like to discuss the more,please have them call ************ and refer to incident 5643711.
  
  Sincerely,
  
  ********************
  
  ***********************;| ******** Center
  Ace Hardware Corporation | *********************************************************, 60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

• Initial Complaint

  Date:12/09/2022

  Type:Sales and Advertising 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 heavy duty bundle of rope (1/2" by 50ft) on 10/04 and the total was way more expensive that I was expecting. The $38.14 cost was more than was advertised on the shelf and I ended up not using the rope for its intended purpose.I went to the **************** Ace Hardware in Canton and tried to return it.I had misplaced the receipt but figured I'd at least get store credit, since it was purchased on my credit card and giving them my phone # at the time. ******* was rude and argumentative, basically accused me of either being a liar or a thief. "You didn't Buy this from us. We've only sold 1 in the last 2 months and that was too Mrs ***"I find it hilarious that they can look up and find the people that have purchased the same item but that they will not and cannot look up the purchase from my credit card.After speaking with a manager, I got no help, just more of the same. They didn't try to correct it or look it up a different way.... just "Ah, so sorry."

  Business Response

  Date: 12/10/2022

  Hello Better Business Bureau,
  
  We have reached out to the customer and the issue has been resolved.
  
  Should you need anything further, please let us know, and refer to Incident 55915744.
  
  Sincerely,
  
  ********************
  
  ****************** | ******** Center
  Ace Hardware Corporation  |  **************************************; ********* **,  60523
  Phone:*****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 12/11/2022

   
  Complaint: 18551173
  
  I am rejecting this response because:
  I received no contact from the company. The company has not attempted to contact me by email, phone or mail..and has most certainly NOT resolved it.

   

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/12/2022

  Hello Better Business Bureau,
  
  We do apologize, the customer is correct we had not reached out to him yet, the response he has received back was for another issue.
  
  We reached out to him today, apologize for the confusion, and let him know he can go to the store for a full refund. He stated he will go ahead and do that in the next couple of days.
  
  Should you need anything more, please just let ** know and refer to incident 5647702.
  
  Sincerely,
  
  ********************
  
  ***********************;| ******** Center
  Ace Hardware Corporation | *********************************************************, 60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

• Initial Complaint

  Date:12/09/2022

  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.

  October 12, 2022, I emailed customer service, regarding a purchase made October 5th and not recorded to my rewards account. October 14, 2022 ******** | *************** asked me to provide more information. 10/24/2022 ************** | *************** told me to send a copy of my receipt. 11/3/2022 Gabo E. | *************** stated I had two accounts that customer service has merged. I now had a third member number, was missing **** award points and my purchase of 10/5/2022 was still not in my account. I asked for this to be corrected. 11/10/2022 ************ | *************** totally disregarded my request saying Your accounts are already connected. 11/12/2022 ************** | *************** told me the accounts are merged, it takes 72 hours for the points to be updated and I only have one account. This did not resolve anything. 11/14/2022 I received a message (****************** | ***************) We have unlinked the account for troubleshooting, please log in and link the account with your rewards number and zip code. I did as instructed but received an error message of which I made a screenshot and asked for further help. 11/15/2022 I received a rude and terse message from ************** | *************** that addressed none my concerns. ************ | *************** responded asking me to call. I called and asked to have my ticket escalated and reviewed by a supervisor and call me back. Nothing was ever done. I never received a call and nothing has been resolved. This is all documented through emails. I have also spent several hours today redocumenting what happened and my concerns. Documentation is attached.

  Business Response

  Date: 12/12/2022

  Hello Better Business Bureau,
  
  We have reached out to the customer and the issue has been resolved.
  
  Should you need anything further, please let us know, and refer to Incident 5591574.
  
  Sincerely,
  
  ********************
  
  ****************** | ******** Center
  Ace Hardware Corporation |  *********************************************************, 60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 12/14/2022

   
  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:12/07/2022

  Type:Service or Repair 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.

  Since you are not allowing me to tell it all, open up attachment for whole story! 12/6/22; around 4:15 pm: I went to ACE hardware in *****************. I needed packing tape and to find a small box so I could mail something out right away. I had just come from the post office, where I waited in a very long line for a long time just to be turned away and told that I needed to make changes in a package I was trying to send out so I was very angry and very much in a hurry trying to make it back there by 5 pm. I took the books into *** and right away a ***************** approached me asking if there was anything he could help me with and I said yes, I am in a hurry and need to find a small box to fit these books in to mail out and ask him if he could find one for me and I need to get back to the post office before 5. Without even looking right away he says, no we dont have any boxes. They were dead, no customers around. I went to Ace first out of the 3 hardware stores in a very small town, all next to each other, thinking: Ace: The helpful hardware store??? Well, let me tell you, seriously, they need to change that statement because NO, that does not apply to the Ace in ************** **! So I could tell right away that this guy obviously had no interest in doing what it took to help me, no matter how simple or easy my request was. I worked at an Ace hardware years ago in another state, but also I had worked cashiering, retail and customer service for over 40 years and I knew what I was asking was not that impossible of a request; but then again, I was a person who would go the extra step to please a customer, especially with something I could do that was only going to look good for and help the business I was at, in addition to helping and pleasing a customer! So after he made no effort or reconsideration about finding me a small box, I said you gotta be kidding, a big store with lots of stuff, I'm sure you could find a box to fit these books. He then went to the back a

  Business Response

  Date: 12/07/2022

  Hello Better Business Bureau,
  
  We will respect the Customers request to not to reach out to them, but we will follow up with the store.
  
  Should you need anything else, please just let us know and refer to incident 5641428.
  
  Sincerely,
  
  ********************
  
  ****************** | ******** Center
  Ace Hardware Corporation | *********************************************************, 60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 12/09/2022

   
  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.
  
  ***********************************************

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair 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.

  During Black Friday I purchased a fire pit along with all the accessories of the fire pit through Ace hardware. The purchase was over $1900. On Dec 1st at 6am I received an email that my order had shipped. Right after that email I received another that said your order has been canceled. When I looked into the order, the fire pit was canceled by the company but the accessories were shipped. I immediately called Ace Hardware customer care but they still had not opened. I called at 8am as soon as they opened and spoke to ***. I informed her that I do not need the accessories to a fire pit they do not have therefore I want to cancel the whole order. She informed me that I would still be charged the $179 I paid for shipping for my original order and the shipment back to the company since as of 6am the items had shipped. I asked to speak to a supervisor which she informed me they do not speak to customers. I told her that this is wrong as I am canceling an order they were not able to fulfill and I should not be charged for any part of this order since I did not create the issue. She tried to get a supervisor but they did not want to speak to a customer. This is completely unacceptable. I feel lied to, and taken advantage of.

  Business Response

  Date: 12/05/2022

  Hello Better Business Bureau,
  
  We have reached out to the Customer and they have received a full refund on the shipping.
  
  Should you need anything more, please just let us know and refer to Incident 5633628.
  
  Sincerely,
  
  ********************
  
  ***********************;| ******** Center
  Ace Hardware Corporation |  **************************************; ********* **,  60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 12/06/2022

   
  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 addressing this issue.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/29/2022

  Type:Delivery 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.

  On November 27th, I ordered a gift card from Ace for $50 (it included a promotional $10 gift card). However, my order was cancelled without any reason. Order number is 3XCT2UW258N9. I called and emailed (Incident: *******) them and they still failed to provide a reason for cancellation. This is what they said in the email: "I do apologize for the inconvenience. For privacy reasons our vendor does not provide us that information". I want my order fulfilled.

  Business Response

  Date: 12/06/2022

  Hello Better Business Bureau,
  
  We have tried reaching out the Customer several times with no success.  
  
  If they would still like to discuss the issue, please have them call ************ and refer to incident 5624728.
  
  Sincerely,
  
  ********************
  
  ******************| ******** Center
  Ace Hardware Corporation |  **************************************; ********* **,  60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

• Initial Complaint

  Date:11/29/2022

  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.

  I made a purchase through ACE Hardware's website. The purchase price of $493.43 was for a EGO Power + LM2102SP-A 21 in. 56V Battery Self-Propelled Lawn Mower Kit ******************* W/ 2 Batteries Included was ordered. I received an email the day after stating that the order was cancelled. I then sent an email to customer service to explain why my order was cancelled. I did not hear anything for 96 hours until I had to send another email that I was going to reach out to the BBB to help with this matter. After sending that email, they responded back with an email stating it was a item that was out of stock. I have tried to reach out to the vendor again to honor the purchase of the item as I am more than happy to wait to receive the items. I would like for them to honor the price I originally purchased for as I wait for their inventory to return. I do not wish to cancel the item completely. My order # ********.

  Business Response

  Date: 11/30/2022

  
  Hello Better Business Bureau,
  
  We have reached out to the Customer and the issue has been resolved, they will be getting the *** mower.
  
  Should you need anything more, please just let us know and refer to incident 5627218.
  
  Sincerely,
  
  ********************
  
  ***********************;| ******** Center
  Ace Hardware Corporation |  **************************************; ********* **,  60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 12/02/2022

   
  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:11/21/2022

  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.

  On 11/09/2022, I ordered a ******** PNP ****** White *********** Window 20 in. W X 31-7/8 in. L 1 pk. My total price was $211.39, which included $22.62 for shipping. The expected delivery date was 11/14/2022. On 11/10/2022, I received an email stating my order had shipped. Since that date my order tracking has shown a label was created and no further progress. On the first call that I made to customer service on 11/15/2022, I was told it was a warehouse issue and they created an incident, #*******, and sent it to the warehouse. I attempted to call again on 11/18/2022 after no resolution or contact. I was told that Ace Hardware would send a new window with a new shipping number. Today, 11/21/2022, I called again after not receiving any email and was told that if the tracking still said label created, that meant that ***** lost the package. The customer service representative said I would need to create a complaint with ***** and then call her back. When I asked about the new shipment, she finally looked at the comments on the order and said she could see it, but there isnt a new tracking number. I asked for a manager and was told there wasnt any in the office today. I am currently building a house and ordered the window because it was it would arrive by 11/14/2022. This has caused a huge delay in the building process. The brick around our foundation cannot be laid until this window is installed. I would like for a window to be overnighted to allow the building process to continue. If thats not possible, I would like an immediate refund of the purchase price.

  Business Response

  Date: 11/22/2022

  
  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 5607537.
  
  Sincerely,
  
  ***********************;| ******** Center
  Ace Hardware Corporation |  **************************************; ********* **,  60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 11/24/2022

   
  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. The window was delivered.
  
  Sincerely,
  
  ***************************