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

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.

Initial Complaint
Date:11/09/2022
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 purchased a Suncast Plastic Vertical Storage Shed from ACE, which clearly advertises it on their website as having an "assembled height of 5 ft" and an "assembled depth of 3ft." The item arrived, and it is significantly larger than advertised (5'10" x 3"8'). I would have never ordered it but for their mis-advertisement of the size. Upon trying to return, *** would not pick up the item for return, and indicated I would have to return it to a store; but the item is far too large and heavy to fit into a vehicle. They told me my only option was to hire a 3rd party carrier to ship to a local store at my own cost. I asked to speak to a Manager on many phone calls, was never able to reach one, but finally found a customer service rep who was able to get a local store to pick it up. They picked up the item eventually, and provided me a refund, but NOT for the $191.92 in shipping that I paid. I reached out many times, letting them not that the item is so mis-advertised, it's the same as having shipped me the wrong item entirely, and that it is wrong and unfair to not refund me these significant shipping costs. They have ignored all of my calls, emails, and requests to speak to Management. I have disputed the shipping charge with my payment provider PayPal. I am seeking a refund of $191.91 in shipping costs that I paid, for an item I never would have ordered but for Ace mis-advertising it on their webpage. The customer service has been terrible, I had to argue with 5 different people to get the item returned, and I just want my shipping costs back, because I would not have ordered the item if they advertised it accurately.
Business Response
Date: 11/14/2022

Hello Better Business Bureau,

We have reached out to the Customer and have not heard back, a full refund for the shipping charges has been issued.

Should you need anything further,please just let us know and refer to incident 5594407.

Sincerely,

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

***********************;| ******** Center
Ace Hardware Corporation | **************************************; ********* **, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 11/15/2022

Complaint: 18379509

I am rejecting this response because ACE DID finally refund me the cost of shipping for the mis-advertised item on their website. But they have also (1) lied to the BBB in their response to me, and (2) continue to mis-advertise the item online. ACE did not reach out to me, and in fact, attached are emails where their **************** is STILL telling me that I cannot be refunded, dated after the day ACE had already refunded me shipping because of my BBB complaint. The mis-advertised item is still being mis-advertised at the following link, where similar complaints to mine can be found in the review section: https://www.acehardware.com/departments/storage-and-organization/outdoor-storage/sheds-and-garages/7007828?gclid=CjwKCAiAjs2bBhACEiwALTBWZYC6IP_4SDwdu0sNF4jXvFvzMp1xRRc2WOderaK5_iuUpNyX-tzQ6xoCDYMQAvD_BwE&gclsrc=aw.ds
ACE only refunded me because of this BBB complaint, their customer service has not reached out but still continues to tell me they cannot refund me (even though they have), the they have not corrected their fraudulent advertising. I reject this complaint because *** continues to defraud the consumer, and in their response to the BBB. I will accept their response when they confirm their mistake and inappropriate action, instead of passing it off as if I was being unresponsive.

Sincerely,

*************************
Business Response
Date: 11/18/2022

Hello Better Business Bureau,

We have reached out to the Customer via email, and the matter is resolved.

Should you need anything further, please just let us know and refer to incident 5594407.

Sincerely,

***********************;| ******** Center
Ace Hardware Corporation | **************************************; ********* **, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:11/01/2022
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.
I bought a bathroom scale a few months ago but had to return it because it only registered to 250 pounds. I was told they would credit my debit card the $20 but however I still have not received anything.
Business Response
Date: 11/09/2022

Hi Better Business Bureau,

We have reached out to the customer several times and have not heard back.

If they can please give us a call back, we would like to take care of the issue.

We can be reached at ************ and please refer to incident 5587378.

Sincerely,

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

****************** | ******** Center
Ace Hardware Corporation | **************************************; ********* **, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:10/18/2022
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.
On 9/30/2022 I made a purchase for $300 from an Ace Hardware retail location near *******, **********. Before making the purchase I referenced Aces return policy that they list on their website, which states You may return most items within 30 days from the original purchase date as long as the item is unused, in like-new condition, and in the original packaging. Unfortunately I did not need the product after all and attempted to return the products to my neighborhood Ace store (in ******** ******). When I asked for a return I was instructed that based on their return policy they would not take the return because it was purchased out of state and exceeded $100. I informed them of the return policy listed on the Ace website, which contradicted the information they gave me, but they still refused. Confused, I contacted the Ace customer care line and was told their return policy is at the discrimination of each individual franchise location. After unsuccessfully attempting to speak to a supervisor/upper management (did not receive a callback three times I requested one), I finally got through. The person I spoke to told me the policy listed on their website only applies to online orders. I expressed that this was entirely unclear and misleading due to the fact their posted policy did not mention that it only covers online orders, but he was not willing to concede its ambiguity and instead stated that I misread the policy. I found this incredibly rude and unprofessional. I would not have made my purchase from Ace had I known I would have so much difficulty returning the item. It is clear that the policy is intentionally vague and misleading so as to signal to a potential buyer that their purchase could be easily returned. I am disgusted by these business practices and would like to warn any potential Ace customers of the risk associated with making a purchase from Ace and the companys disinterest in resolving customer service issues.
Business Response
Date: 10/21/2022

Hello Better Business Bureau,

We have reached out to the customer and they will be receiving a full refund.

Should you need anything more, please just let us know and refer to incident 5555319.

Thank you,

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

***********************;| ******** Center
Ace Hardware Corporation | **************************************; ********* **, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 10/30/2022

Complaint: 18243723

I am rejecting this response because:
Although I was given a refund and finally received some customer service, I find it absolutely unacceptable that I had to report Ace to the BBB to receive any attention on this matter. Within a day of posting my original complaint I received numerous calls from ************* attempting to reach me. Prior to my report, *** ignored my calls, emails, and requests for a callback for three weeks straight. The woman I spoke to (who was very nice) ended up helping get me a refund by contacting my local Ace store and pleading with them to take my return. After doing a bit more research, it looks like this is a VERY common problem with Ace Hardware stores. So much of a problem in fact that there was a class action lawsuit brought against *** for having a misleading and opaque return policy (look it up). I would highly recommend that you take your business elsewhere unless you want to go through the process of reporting the business to the state to get their attention and receive a refund. Do not let Ace Hardware trick you into thinking that your purchases are protected by their bogus return policy, it is only there to deceive people into thinking that they follow standard business practices.
Ace, you still haven't answered my questions- why will you not acknowledge that your posted return policy is misleading? Why don't you offer customer support at the time it is needed instead of doing damage control after seeing if the disgruntled customer will escalate the situation? And why, if this is such a common issue, are you not doing anything to improve your business (5+ years after the lawsuit was brought against you)? Your lack of action is clear proof that you have no interest in running an honest business.
Also the cherry on the sundae- I did not receive a full refund. The refund was $5 + short (due to a tax discrepancy between the purchase store and return store). Although extremely annoying after what I had gone through, I opted to let it go because it didn't seem worth opening another can of worms. <---- this last bit should tell you everything you need to know about this company.
Buyer beware, do not ever shop at an Ace Hardware.
Thanks but no thanks Ace.

Sincerely,

***************************,
Initial Complaint
Date:10/13/2022
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.
Ace Hardware has refused to refund a return to the original payment form and I have been unable to speak to any managers (4x I have called and been promised a manager call-back; never received one). I've called a dozen times about this issue over several months.In December 2021, I purchased a gift from Ace Hardware for my sister, to be shipped to her house. It did not work for her purposes so she returned it, initiating her return within the return window. Because it was bulky, she was told to ship it directly to a warehouse. The warehouse received the return but (according to Ace support) never initiated the refund. When I realized the lack of refund and called a few months later (May or June), I was told they'd look into it and call back (they didn't). I got distracted by getting married and called back in August, September, and October, receiving multiple promises that a manager would call me back and no callbacks. The CSRs I was able to reach said that due to a system change on the Ace side, they could not refund my credit card (which they should have done, since the item was returned in good condition within the return window) and would only give me an Ace gift card. They briefly even tried to tell me that they never charged me for the gift - patently false, since it showed up on my credit card statement as you'd expect. I'm not excited about continuing to patronize this business, given the terrible support, and just want a credit card refund.
Business Response
Date: 10/14/2022

Hello Better Business Bureau,

We have reached out to the Customer,unfortunately the only way we can refund her is with an Ace Gift card.

We are e-mailing her the gift card in the full amount of the purchase.

***********************;| ******** Center
Ace Hardware Corporation | **************************************; ********* **, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 10/16/2022

Complaint: 18210091

I am rejecting this response because: the item was returned within the return window and I first contacted them about this almost six months ago. "We switched systems since then" is not an adequate reason to not provide a refund in cash.

Sincerely,

****************************************
Business Response
Date: 10/24/2022
Hello Better Business Bureau,

Unfortunately, the only way we can refund her is with an Ace Gift card and that has already been e-mailed to the customer.
Should you need anything more. please just let ** know and refer to incident 5539423.

****************** | ******** Center
Ace Hardware Corporation | **********************************************************, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 10/25/2022

Complaint: 18210091

I am rejecting this response because: I am due a cash refund because the item was returned according to requirements.

Sincerely,

****************************************
Business Response
Date: 08/06/2024
**************************************** was issued an Ace e-gift card in the amount of $198.00 back on 10/14/2022, that would have covered the purchase for the .com order in question.

She has since then used the e-gift card and has funds of $16.08 remaining.

If you need anything else please let me know.

Thanks!
Initial Complaint
Date:10/12/2022
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 ordered a number of garden tool handles online April 5th and once early each month I have had to contact customer care to find out where they are. As of October 11th I dont have ANY (and I believe all are made in *** or ******). I attach one email where I was told to drop in and see the local manager where they were to be delivered; He told me he had received a couple (out of about ten) but that they simply had not yet sent any more. I asked customer service if I could at least get the ones that were in stock to no avail. Now they are not even responding to my communications. They still appear to be advertising them online. I have NO DISPUTE with the local hardware in *********** **; they have been trying to help. Its customer "service" that cannot provide any answers, any solutions, and no tools!
Business Response
Date: 10/18/2022

Hello Better Business Bureau,

We have reached out to the customer and they will be picking up the order.

Should you need anything more, please just let us know and refer t incident 5559074.

***********************;| ******** Center
Ace Hardware Corporation | **************************************; ********* **, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 10/18/2022

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 goods are to be delivered next week and I have been issued a partial refund of my payment back in April. Thank you.

Sincerely,

***********************
Initial Complaint
Date:10/09/2022
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 product from ACE Hardware, on line on October 8, 2022. Their site stated it was in stock, and would be available for in-store pick-up the following day, October 9, 2022. Because of their website stating this, I decided to purchase the item, and pay in-full. I was fully aware of the site stating I would receive and email, letting me know when the "in-stock, Fully Paid, Item" would be available for pick up. The confirmation stated in-store pick-up the following day, October 9, 2022". I received an email from ACE on October 9, 2022. An order update email stating that in-store pick-up the following day, October 9, 2022 item, would not be available until October 14, 2022. I feel, I, as well as many consumer are being mis-led by *************. I gleam this based on the experience I had with the store employees, telling me, many customer have complained as well as the employee have complained because they too get infuriated customers, with this exact complaint.I call Ace customer care and after the initial conversation with the rep that lasted 5 mins or so, I was placed on hold waiting for a Sup, for a period of 25 minutes. It is my opinion ace thought I would hang up. Once the alleged sup got on the line, it was more of them trying to explain to me, their site speaks about shipping issues. Shipping issues were not my concern. I had a commitment from ACE, that my item was "in-store pick-up the following day, October 9, 2022". I am disappointed in Ace for after driving 40 minutes to the store, no assumed resolution/ offer of a remedy for what I perceive is misleading of the consumer, they did nothing other than to attempt to blame me, for not fully reading the order update. They see nothing wrong with the fact I paid for an in store pick up, on October 9, 2022, which was fully paid for, based on their information. Very disappointing and *************, not the local store as they receive the wrath from the customers, must be held accountable. (Photo Attached)
Business Response
Date: 10/10/2022

Hello Better Business Bureau,

We have reached out to the customer and the issue has been resolved.

Should you need anything more, please let us know and refer to incident 5552990.

Sincerely,

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

***********************;| ******** Center
Ace Hardware Corporation | **************************************; ********* **, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:09/16/2022
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 am receiving NUMEROUS emails from this company.1. You are to immediately cease sending emails (within 24 hours)2. You are to disclose where/when/who and the ** address where you obtained my information 3. You are to COMPLETELY and IMMEDIATELY delete ALL my ************** are to ensure that ALL my information is COMPLETELY and IMMEDIATELY deleted from ANYONE who you may have shared or sold my information to.Any further emails received after this complaint was filed, you agree to make a payment of $1000 per email received, for my services of "spam removal", via **** money order.I will accept NO other response than what is stated above.
Business Response
Date: 09/26/2022

Hello Better Business Bureau,

What was received by the Consumer was not sent from Ace Hardware, this would be called a Phishing email.

Phishing emails may appear like theyre coming from a company, in this case they used Ace Hardware. They typically use the name of the company 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

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.

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,

***********************;|Ace Care Center
Ace Hardware Corporation | **************************************; ********* **, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 09/27/2022

Complaint: 18034069

I am rejecting this response because:

First, the email states it is from ace hardware, but what disturbs me more, I request no further contact, so what does ACE do, they call me, exacly what I stated I did not want NO FURTHER CONTACT, when someone tells you that, you do **NOT** call them.

Stop emailing me, stop calling me, NO FURTHER CONTACT!!

Sincerely,

*************************
Initial Complaint
Date:09/05/2022
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 received an email from Ace Hardware stating that I had one My free drill so after taking the survey it's said that I won the drill but it said I had to pay the shipping.. Once I got through the shipping after you it had already correct collected my credit card information it said that I was entered in a drawing. Today on my bank account it says that I was charged a $109.88. So I called the number on my bank accountAnd the lady that I spoke to her name was ****, I told her how that the ad was misleading and that I did not want this drill because I was only paying shipping on it and she said that I could have 50 pounds 50% of 109.88 drill. The drill that I filled out the questionnaire for was the wall And she keeps saying that she represents Milwaukee and Ace Hardware so none of it makes sense and I'm just really let down that Ace Hardware would allow this kind of deception to go on to their customer. And I honestly want my money returned . There is also a confirmation email that I was supposed to click on to finish entering myself in the drawing and I never clicked on that link either to verify so I don't even know how they got permission to run my credit card
Business Response
Date: 09/07/2022

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 5514247.

Thank you,

***********************;| ******** Center
Ace Hardware Corporation | **************************************; ********* **, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:08/23/2022
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 ordered a Craftsman Pressure washer on Ace hardware's website. Order# ********. The item arrived today via ***** damaged in the box. The pressure washer had no shipping protection in the box at all. The part that the garden hose connects to the pump was just up against the side of the box. I could see where it had been hitting on the box and created a hole. The part was exposed to impact at some point after it left the factory and snapped off. When I opened the box, the part was lying on the bottom already broken off. I called customer service and could barely understand the **** They told me I had to drive over 30 miles to return or exchange at the store! The box will not fit in my car so it will need to be picked up. I asked for a supervisor and waited like 15 mins and no supervisor ever came. The *** said they would call me. Nobody ever called back The *** offered no help. I feel like I made a mistake buying from Ace Hardware. I then called the store to see what could be done because I need this pressure washer asap. The store said they could exchange it but they had none in stock and could not even order one as their computer system was down. I needed this pressure washer this weekend so I am out of luck. I was forced to step up a model at greater cost and no one can exchange it until Wednesday afternoon. I expect more from Ace Hardware. I am greatly disappointed in the whole situation. **************** was no help and offered nothing to make this right.
Business Response
Date: 09/28/2022
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 5514247.

Thank you,

****************** | ******** Center
Customer Answer
Date: 09/28/2022

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,

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

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Ace Hardware Corporation is NOT a BBB Accredited Business.