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

  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:07/01/2022

  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.

  I placed order # ******** for item # ******* on 3/30/22 which was promptly delivered to my home by the locally owned Ace Hardware location on 4/01/22. I no complaint whatsoever with the delivery or with ***************************. The item ordered is a 4 step annual program lawn fertilizer. On Memorial Day weekend I applied the weed and feed step. I strictly followed the instructions on the bag. The product did nothing to kill the weeds and seemed to promote more weed growth. My lawn, which was green at the time of application, soon developed yellowing and dead spots. I have successfully used other brand products and never had this happen. I have unused, unopened bags of steps 1, 3 and 4 that I have zero confidence in using after the results I experienced with step 2.Since this was step 2, it was applied at the recommended time which was not within the 30 day return period. Unless I used all 4 steps within the 30 day return period, which is not proper usage, a customer can have poor results and have no recourse.I contacted Ace Hardware customer service. The first representative offered a $25.00 refund and this was credited to my account. However, I paid $159.99 plus sales tax. This does not cover even the 1 bag which would be approximated $40.00 plus sales tax. It certainly does not cover the cost and time to restore the lawn to it's previously healthy state.Subsequent responses from Ace Hardware do not answer my questions or address my issue. I've attached the correspondence with Ace Hardware. Their last response was to refer me to the manufacturer even though Ace's name is on the bags.Printed on all of the bags there is an "Ace satisfaction guaranteed promise". I have brought this to the Ace's attention several times and there is no response to that. There is nothing stating a time limitation to this promise. I am requesting to be refunded the balance of this purchase. Ace can feel free to pick up the 3 remaining unopened bags.

  Business Response

  Date: 07/05/2022

  
  
  Hello BBB,
  
  A full refund has been issued back to the customer.
  
  Should you need anything more, please just let us know and refer to incident 5397821.
  
  Thank you,
  
  ********************
  
  Ace Hardware Corporation  |  **************************************; ********* **,  60523
  Phone:*****************
  Helpful is our Business Caring is our CommitmentTell ** why here...

  Customer Answer

  Date: 07/11/2022

   
  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:07/01/2022

  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.

  I purchased a ******* grill online on 5/30 /2022. The grill was not ready for pickup until 6/10. I picked up that day. On 7/1, I called customer support about returning or requesting a refund since there has been a $100 reduction in price. I was told that it is beyond 30 days and not possible. This is an unfair policy given that I have only had the grill for 22 days and well within the ****************************************************** the ability to fully return the grill.

  Business Response

  Date: 07/05/2022

  
  Hello Better Business Bureau,
  
  We have issued the customer a refund of $100.00.
  
  Should you need anything else, please just let us know and refer to incident 5426745.
  
  Thank you,
  
  ******** M
  Ace Hardware Corporation |  **************************************; ********* **,  60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment.

  Customer Answer

  Date: 07/11/2022

   
  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:06/27/2022

  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 was notified on June 16, 2022, that I was a potential winner in the #Acels The Fathers Day Place sweepstakes, and was told to respond that day and confirm eligibility, which I did. I was told further emails would occur. I asked what prize I had won but got no answer. On June 17, 2022, they sent a form asking personal information and a shoe size for one of the prizes, which was only to be given to a Grand Prize winner. At no time did they respond to my question to confirm the prize I won. Since the shoes went to Grand Prize winner, I assumed that I was one of those. No further information was forthcoming, even though I had asked again for the prize awarded to me. On June 23, 2022 the following email was received:The Ace Hardware fulfillment team is working to get you your #AceIsTheFathersDay Sweepstake prize of the Ace Grilling Swag Bag. We have received your information and your swag bag full of Ace accessories are on their way.This is a BAIT AND SWITCH situation. The prize was billed as a Grand Prize with the shoe prize included in the contact information. Now the prize is downgraded to a bag of accessories.The total handling of the sweepstakes is poorly organized and administered. The company involved besides Ace Hardware is ****************************************************** LLC. Some adjustment is needed.

  Business Response

  Date: 06/30/2022

  
  
  Hello Better Business Bureau,
  
  The Promotional Team has reached out directly to the customer on this issue.
  
  Should you need anything else please just let us know and refer to incident 5420422.
  
  ******** M | ******** Center
  Ace Hardware Corporation |  **************************************; ********* **,  60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 07/06/2022

   
  Complaint: 17487338
  
  I am rejecting this response because:  The promotional team has NOT reached out to me regarding this issue.  In addition, another issue related to this sweepstakes has arisen.  Part of the Ace Grilling Swag Bag that was sent by Ace was damaged/compromised.   I've emailed Ace's representative ***** at ******** with NO response.  ***** has also FAILED to respond to numerous attempts to discuss and resolve the original issue before the filing of this BBB complaint. 

  No one has contacted me and is actively ignoring ALL my attempts to resolve these issues so I hereby REJECT Ace's response!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/18/2022

  
  Hello Better Business Bureau,
  
  We have received a response back from the Promotional Team. 

  
  They have stated, since the last posting, they have reached out directly to the customer and took care of the issue.
  
  Should you need anything else please just let ** know and refer to incident 5420422.
  
  ******** M | ******** Center
  Ace Hardware Corporation | 2200 *************., ********* **, 60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17487338
  
  I am rejecting this response because:  The promotional team has NOT resolved this issue!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/26/2022

  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.

  My order number is ******** and it was placed on 6/1/22 for 20 yeti items that were going to be personalized for a wedding party.I received two different packages on 6/7 and each package had one item and neither of the items were what I ordered. I immediately reached out to customer service on 6/7 via email stating that I got the wrong items and CS requested photos of the boxes and items I received which were sent via email. On 6/13 I got an email they could reshipped my order, I responded asking for a refund because we were going to be gone on vacation and I didnt have anyone who could get the packages for me. On 6/15 I got another email saying I could take the two wrong items to my local Ace and I would be refunded for the 20 items I purchased. I did and the staff at my local Ace said they could not return the items and I had to go through Ace online. I emailed cs again saying that the store said they could NOT refund my order. I get another email on 6/17 saying again to return the items to my local store for a refund, I reply again that the store says they cant. Again on 6/18 cs email says to return the wrong items to the store for a refund. On 6/19 I am asked if I filed a claim with ****** I am beyond frustrated because the boxes I received are small and my entire order would not fit in the packages I received I email this information to cs and then on 6/20 I get an email saying to keep or dispose of the two wrong items but no mention of a refund, I email back about getting a refund and then get a response that I have to file a claim with ***** and once they have the claim numbers I will be refunded. On 6/23 I get a phone call from ***************** who says that once I file a claim I will be refunded and to call back/email the claim numbers from ***** once I have them. I gave them the claim numbers on 6/23. 6/24 I get an email that I will be refunded once they verify the claim#s with *****. I have yet to get or hear anything about my refund being processed.

  Business Response

  Date: 06/27/2022

  
  Hello BBB,
  
  The Customer has been contacted on this issue, they will need to follow up with FedEx.
  
  Should you need anything further, please let us know and refer to incident 5394122.
  
  ******** M | ******** Center
  Ace Hardware Corporation |  **************************************; ********* **,  60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment
  

  Customer Answer

  Date: 06/29/2022

   
  Complaint: 17485761
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  i was contacted by customer service regarding this issue and all they did was apologize and state that I was misinformed about being refunded for the wrong item I received. I was misinformed by 15 different customer service representatives. One or two I can understand but to be repeatedly told I will be refunded for my order for weeks and then all of a sudden told no is unfair and just wrong. Also when I initially contacted customer service about not receiving any items from my order but two wrong items I was told after speaking with leadership about the order that a reshipment could be sent, what is the difference between a reshipment and a refund? And that email says leadership okayed a reshipment? I was told to file a claim with ***** which I did but now ***** says they need a letter from the shipper saying they waive their right to file a claim as well. I contacted customer service about the letter and was told they could not provide the letter. I have gotten zero help.

• Initial Complaint

  Date:06/19/2022

  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.

  Purchased Bug Zapper SKU ******* at Ace store in *************, ******* on 6-10-22. Used item during camping trip, did not work. Was not near ************* again to make a return. On 6-18-22 returned home from camping trip to *******, which is over 200 miles away from *************, so attempted to return to Ace at ****************************************** in ********. Was told stores are independently owned and couldn't process the return. Called another Ace at ********************************** in ********, was told the same story, wouldn't accept the return. Called the Ace in ************* and explained the issue, asking if I could return the item via mail and get a refund that way. Was first told they had no record of the transaction. I said I had a receipt, as well as my account with the Ace app as record of the transaction. Was told they just didn't do returns over the phone like this. Ace Hardware's own customer support section on their website states:"Store Purchase In store purchases require a receipt for the return. You may return in store purchases to any Ace retail store near you with the exception of assembled items (In store return policy may differ from the store by store)."I reached out to Ace Hardware customer support and explained the issue. Was told to contact original store for refund, and that I needed to physically take it there. Even after copying the direct return statement from their own website, basically was told we consider this resolved as we told you what to do.Issue was NOT resolved, their website is misleading and led us to believe we could make the purchase in ************* and return at one of the numerous Ace Hardware stores in ***. I want a refund on the item. I want to see their refund statement changed to reflect the truth - stating that items purchased at one store CANNOT be returned to other Ace stores with a few exceptions.Terrible experience from start to current. Thank you for the help with this.

  Business Response

  Date: 06/20/2022

  
  Hello BBB,
  
  The issue has been resolved, the customer will be receiving a full refund.
  
  Should you need anything else, please let us know and refer to incident 5409045.
  
  Sincerely,
  
  ******** M | ******** Center
  Ace Hardware Corporation |  **************************************; ********* **,  60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 06/21/2022

   
  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.  Unfortunately the manager first charged me again for the initial purchase.  Then he made 2 refund transactions to get to where we needed.  I am still awaiting the refunds, but believe they will post within the next day or two.  I will reach out again if the refunds do not post soon.  Thank you again.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/14/2022

  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.

  purchased an order online for total of $53.72 on 5/27. Cancelled the order on 5/27 after I was charged and paid for the order. On 6/4 a part credit was issued for $32.23. I've been waiting for the remaining refund and they keep telling me the credit was already issued. Jeraez told me the credit went back to my paypal account when I didn't use that as the payment method. I want the remaining credit . I've asked for proof the full credit was processed and they have indicated they can't provide that information. I've checked with my bank and they don't have any information either. The fact that they keep changing the story of what was refunded indicates they are lying about the other credit.

  Business Response

  Date: 06/15/2022

  
  Hello BBB,
  
  This issue has been resolved, the customer received the full refund amount.
  
  Should you need anything further, please let us know and refer to incident 5385326.
  
  ******** M | ******** Center
  Ace Hardware Corporation |  **************************************; ********* **,  60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 06/15/2022

   
  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:06/10/2022

  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.

  At the end of April, I took my lawnmower to the **********, ** location for a repair. I was told that it would be about 2 weeks before they'd be able to finish it. It's now been almost 2 months, and every time I call they say that they're looking into it. At this point I feel owed something. I've had to use a push mower on a large amount of land the entire time, and have not even received an apology when I called. Just "We'll look into this or that." I've not contacted management at this store because I feel like it won't help.

  Business Response

  Date: 06/13/2022

  
  Hello BBB,
  
  The customer has been contacted and the issue is being taken care of.
  
  Should you need anything more, please let us know and refer to incident 5398358.
  
  ******** M | ******** Center
  Ace Hardware Corporation |  **************************************; ********* **,  60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment