Business Profile

Hardware Sales

Ace Hardware Corporation

This business is NOT BBB Accredited.

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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

122 total complaints in the last 3 years.
50 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:03/11/2025
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.
Hello, I wanted to address a major issue with Ace Hardware emails and promotions. For the longest time, every single promotion and discount arrives the day after it expires - even reminders. This has been ongoing for well over a year - at least. Occasionally, Ill stumble upon an offer when shopping Aces site, but, normally, I have no way of utilizing any Ace promotions. Ive attached a few photos showing some recent offers and the times received. I would really like to have this issue resolved.
Business Response
Date: 03/17/2025
Hello Better Business Bureau,

We have confirmed the e-mails are showing to have finished deploying ***** hours before the timestamps provided by the customer, see details below.

******************************
Epsilon completed 3/10 1:42 PM
Customer received 3/******* AM

***************************************
Epsilon completed 3/10 7:15 PM
Customer received 3/******* AM

*****************************
Epsilon completed 2/22 8:35 AM
Customer received 2/******* AM

******************************
Epsilon completed 2/17 1:43 PM
Customer received 2/******** AM

The delivery issue that the customer is experiencing is likely an issue with their ISP or current email provider, they would need to reach out to them.

We did reach out to the customer to let them know but received voicemail.

Should you need anything further, please just let us know and refer to incident 6827630.

Sincerely,

******** *.

******** M | Ace Care Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 03/22/2025

Complaint: 23053144

I am rejecting this response because: ******** left a message, but none of this was explained in the voicemail. She was also gone for awhile and couldnt be reached. Ace Hardware is the only company whose emails are received with such a significant delay. This simply isnt an issue that I have ever experienced with any other company.
The email provider, Outlook, is difficult to reach via customer service. But, I also dont care to have them change something that impacts the fact that all of my other emails are received immediately or in a timely manner. My internet service provider has confirmed its not an issue on their end. And they went so far as to say that Ace could be having a server or spooling issue, especially since its only Aces emails that arent received on time.
I guess if Ace doesnt want to look at their servers or consider its an issue on their end - which it appears to be - it is what it is. Im not going to invest any more of my time trying to figure this out. It would be great to be able to do business with Ace and utilize promotions, but I dont think thats going to be the case.
Sincerely,
****** ******
Business Response
Date: 03/26/2025
Hello Better Business Bureau,

I see the customer rejected our response.

I do apologize that when I first left a v/m on Monday 3/17/2025 to have the customer please give a call back on the issue, I did not leave an explanation as to what we found. It would be better to explain when speaking with them.

The customer called back on Friday 3/21/2025 and I was not in, I called them back on Monday 3/24/2025 received v/m, I left a message asking them to please give us a call back.

In our original reply back, as stated, we have confirmed the e-mails are showing to have finished deploying ***** hours before the timestamps provided by the customer,

The delivery issue that the customer is experiencing is likely an issue with their ISP or current email provider, they would need to reach out to them.

Should you need anything further, please just let us know and refer to incident 6827630.

Sincerely,

******** *.

******** M | Ace Care Center
Ace Hardware Corporation | ********************* ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 03/30/2025

Complaint: 23053144

I am rejecting this response because: this does nothing to resolve the issue, and, apparently, ******** didn't bother to read my last reply to the BBB.
I've already spoken to my ISP, as I said earlier, and as they previously said, it's an issue with Ace's system. There's a server or spooling issue going on, and it's not on my end. Another household member (exact same fibernet in the same house) receives the emails when they're supposed to be delivered.
For the record, I received another delayed email last weekend and again this last week. I've since unsubscribed.
I don't expect another response from Ace, and I'm not spending anymore time on this. I think the lack of effort on ***'s behalf reflects poorly on them, but oh well. I'm not going to chase down a retailer in order to give them my money (which is why it's weird that Ace doesn't want to look at their own system and servers).
I'm also rejecting this because I don't want the BBB to mark this as me being satisfied or this being resolved - it's neither.
Sincerely,
****** ******
Initial Complaint
Date:03/11/2025
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.
After extensive research, I ordered a specific "Cedar Mulch" that is specifically intended to be a "Fibrous Aromatic Mulch." as advertised on the Ace Hardware website. The shipping cost almost as much as the mulch, and the product was not available for in-store pickup. It arrived and the installer was onsite at my home and spread it immediately. When I walked outside in my fenced backyard I expected to smell the aroma of the cedar, and there was nothing - I picked up a handful of each section and smelled it, it smelled like faint stale dirt. After researching why this might be, the two reasons listed were it's not actual cedar or it's very old. This is not what I paid for and contacted ACE by email (incident *******) and also by phone (call reference *******) and was unable to get a resolution. My original request was to be reimbursed for the shipping, understanding that if my installer already spread it would be more costly to re-bag it back up & ACE likely wouldn't be willing to pay the labor cost. I paid 3x the amount of local mulch to get "aromatic" cedar mulch AND on top of that, I paid almost as much in shipping!! Now after being told on the phone that "I can't prove that the mulch isn't fragrant", (REALLY??! - hmm...) I'm asking that the warehouse manager physically open up one of the bags they have in stock and go and smell it for him/herself. I'm pretty sure that it's not just the 6 bags I bought but plenty more falsely advertised non-aromatic cedar mulches in stock. Once we have resolved that, I'm now requesting a full refund.
Business Response
Date: 03/12/2025
Hello Better Business Bureau,

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

Should you need anything else, please just let us know and refer to incident 6819772.

Sincerely,

******** *.

******** M | Ace Care Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:02/22/2025
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.
Placed online order for home delivery of 4 simple in stock items from ******** MI Ace store. Online said 35 dollars same day delivery fee if ordered by noon otherwise 25 dollars. I ordered at 9 am and items still haven't arrived it is the next day now. Contacted customer service and 3 separate care agents would not refund the 10 dollars for the same day fee they charged. **** G, ***** C and ***** F all wished me an Ace tastic day and would not refund the 10 dollars. I could have ordered these simple items from a lot of other places likely for a lot less with less delivery fee but I was a loyal Ace customer. Until now. False advertising to me to charge extra for dame day service and then when you don't deliver you don't refund appropriately and on top of that 3 Ace tactic customer "care" agents brush you off. I expect a 10 dollar refund or gift card. Beware of Ace online ordering and online customer service and false advertising to me.
Business Response
Date: 02/24/2025
Hello Better Business Bureau,

We have reached out to the Customer and issued a full refund for the delivery charges.

Should you need anything further, please let us know and refer to incident 6804313.

Sincerely,

******** *.

******** M | Ace Care Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 02/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****
Initial Complaint
Date:02/09/2025
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.
Order #******** Contacting in relation to my online order. I ordered BBQ sauces to season my ribs for the Super Bowl. Sunday came and we still had not received anything from Ace Hardware. I contact support and they tell me to talk to the shipper, I just wanted information on where my order was. I contact ***** who tells me I need to contact the sender. *** provides no assistance whatsoever, instead provides the same copy and paste responses without any real help given. At this point I would just like my money back.
Business Response
Date: 02/12/2025
Hello Better Business Bureau,

We have issued the customer a full refund.

They will see two separate refunds, one for the shipping of $15.87 and one for the order of $152.45.

Should you need anything further please just let us know and refer to incident 6785646.

Sincerely,

******** *.

******** M | Ace Care Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:01/31/2025
Type:Sales and Advertising 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.
The ACE Hardware store deliberately places an offer for goods that are not actually available for sale. This deal is placed to attract customers who will buy something else in addition to this product. Then the sale of the offer is unilaterally cancelled by the store. My online order # ********-54457463 was cancelled without apology or compensation. Before that, I went to the store twice after receiving a letter that the goods were in stock. The store is quite far from me. And there they told me that such goods were not available. This is a deliberate action of the store, which deceives customers. I think that such stores are not needed at all. Large retail chains like ********** or ****** are enough. The range of goods there is sufficient. And they act honestly with customers. ACE ********************** stores should soon disappear with such an attitude to business and customers. I will never buy anything from ACE Hardware again and I recommend everyone else not to do business with them.
Customer Answer
Date: 01/24/2025
It was online order number is 54457153-54457463
Customer Answer
Date: 01/30/2025
Hello
I indicated wrong address of business ACE Hardware.
Correct address is:
*****************************************
Ace Hardware Corporate Headquarters:
Thank you
********* Pobolyelov

Business Response
Date: 01/30/2025
Contacted ********* Pobolyelov
We are not the store listed in complaint. We do not even sell online nor do we advertise.
Mr Pobolyelov stated he would be contacting the BBB to rectify the issue.

Business Response
Date: 02/03/2025
Hello Better Business Bureau,

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

We are sending them an Ace E-Gift Card so they can make the purchase.

Should you need anything further, please just let us know and refer to incident 6730147.

Sincerely,

******** *.

******** M | Ace Care Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:01/30/2025
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 12/1/2024, I ordered a ***** grill from Ace Hardware's website. I chose to order from this website because there was a ******* cash back offer that would have reduced the cost by $49.90. I activated the cash back and completed the order. After over a month, I contacted Rakuten about the cash back not being received. They researched it and informed me that Ace Hardware instructed them that the order did not qualify for cash back so therefore ******* did not provide me any cash back.I have reviewed the terms of the cash back in detail and am 100% in alignment with them to receive the cash back. I only ordered the grill from *** due to the promised cash back as other merchants had the same product at a similar price.When I contacted Ace directly, they had no idea how to help me and directed me back to Rakuten, essentially sending me circles with the customer stuck in the middle of a finger pointing game. I am asking for the cash back of $49.90 to be issued to me that I qualified for by completing this purchase.
Business Response
Date: 02/10/2025
Hello ********,
Thank you for contacting the **************** We always strive to provide amazing customer service.
I truly apologize for the inconvenience this may have caused. I did leave you a voicemail message on February 6, advising I was waiting on an ETA, as to when the cash back will be available. I was advised ******* would be reaching out to you directly, letting you know you will be receiving the cash back of $49.90.
Please contact us if you have additional questions and reference incident 6711389.
Have an Ace Amazing Day!
Kind Regards,
***** *. | Ace Customer Care
**************
Helpful is our Business - Caring is our Commitment.

Customer Answer
Date: 02/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received the cash back to my Rakuten account.

Sincerely,

******** ********
Initial Complaint
Date:01/16/2025
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 placed an order in early January for an item that was supposed to be delivered January 14. According to **** tracking, the item stopped moving through the **** network on January 8. The tracking system continued to show a delivery date of January 14, until that date arrived, and then it just switched to delayed. But there still hasnt been any movement/activity since January 8. I contacted ****, and they cannot file a trace claim for me, since ACE Hardware is the shipper, not me. I have called ************* and written them by email, but I am told the same thing: wait, the item is in transit. They fail to note that there has been no movement since January 8. They tell me I can get a refund by refusing delivery, but that does not work if the item is never delivered. Plus, I was charged $17.69 for delivery, in addition to the $239 for the item, plus sales tax. At this point, I just want a refund, so that I can go buy the item elsewhere.
Customer Answer
Date: 01/19/2025
I have added the following documents: confirmation of the order, notice of the order being shipped, the **** tracking history, and the email exchange I have had with Ace Hardware's ************** The point that ******************* did not seem to want to understand is that the shipment has not moved since January 8. And they further advised me to wait for the shipment, then refuse delivery. First, I would lost out on the shipping costs I paid, second the shipment actually needs to arrive for me to refuse it. Their alternative advice, was for me to contact the **** to claim a refund. The **** does not want to provide any information to me, since I did not ship the item. Also, even if I could file a claim, Ace insured the item only up to $100. I am due $270, between the cost of the item, shipping, and sales tax.
Business Response
Date: 01/24/2025
Hello Better Business Bureau,

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

Should you need anything further, please let us know and refer to incident 6749867.

Sincerely,

******** *.

******** M | Ace Care Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:01/03/2025
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 from Ace Corwan in ***********, ******** twice. Both times they have cancelled with no reason. The second time we went into the store and so we knew they had it in stock, but the manager wouldn't take the gift card and wouldn't give us a reason why. I emailed customer support and got no help there and as you can see from the attached it was like they didn't even look at my original issue.I've never been to an ACE Prior to this so this really puts a terrible view for me and I just want to use my gift card and never go back because of how awful this experience is.
Business Response
Date: 01/13/2025
Hello ********,
Thank you for contacting the **************** We always strive to provide amazing customer service.
I wanted to follow-up on Better Business Complaint 22762149. I did leave a phone message on January 7th and January 9th, with my name, number to contact with incident *******.
I truly apologize for any inconvenience you experienced when your online order was cancelled. I spoke with ***, store manager at ****** Ace Hardware. She explained at time of confirming the order they did not have stock available. They received their freight delivery Friday, January 3rd, which they were still unloading Friday and through the weekend as they are shorthanded.
Concerns using an e-gift card in-store, unfortunately this stores point-of-sale systems is currently not able to scan e-gift cards. They are working with their provider, and I do not have an *** for when this will be resolved. You can still use your e-gift card online to pick up in-store.
Please accept the $10 off discount code, to use on your next online order. You can copy/paste, or type in exactly while in your cart, under Offers & Promo codes > Add Offer or Promo code.
CC10EXZ!J257DH

Please contact us if you have additional questions and reference incident 6739077.

Sincerely,
***** *. | ******** Center
**************
Helpful is our Business - Caring is our Commitment.
Initial Complaint
Date:12/19/2024
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 on ********* of purchase. Dec 3rd 2024.I purchased 2 $50. Gift cards that offered a $10 (ten dollar) bonus with each card. I received my confirmation for both orders. I received no gift cards. I have called ***************** number 2 xs with promises of results and they would get back to me in 2 days calling on the 7th and calling again on the 16th. No results. I am not sure what to do now That's $100 of my money with promises of $120 in gift cards Confirmation # Y7DBW19W8TJJ Confirmation # 5DEKGG2RYW7X If there is anyway you assist me in getting the gifts cards I would greatly appreciate it . If not I would like my money refunded so I can go in to the store front and purchase the gift cards. Thank you very much.
Business Response
Date: 12/20/2024
Hello Better Business Bureau,

We have reached out to the customer and resent the Ace gift cards in question.

Should you need anything further, please just let us know and refer to incident 6711169.

Sincerely,

******* *.

******** M | Ace Care Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 12/21/2024

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:12/16/2024
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 purchased some arrows online that were only located in *******, Mi ace hardware. I had to pick the arrows up because the store was an hour and 10 minutes from my house. I was sent an email telling me that my arrows were available for pick up the next day. When I showed up the items that they tried to give me were not the items listed , not the same sku not the same and not what I was looking for. They allowed me to drive 2 hours and 15 minutes and spend 20 - 30 bucks on gas to go to the store and find the order to be wrong. . And the guy who brought my arrows up from the back knew it. He said it when he came up. . .after I left mad they cancelled my order. I called corporate seeking some kind of credit for wasting half of my day to no avail.
Business Response
Date: 12/16/2024
Thank you for submitting this information. I have researched the matter, and it appears that the item in question was not purchased at our store but rather purchased from ***************************** and this location was a pickup point.
I have looked up the contact information for ***************************** for you so you may inquire with them as this store had nothing to do with the sale other than being a satellite pickup location.
The contact information is as follows:
*********************
*********, IL 60523
p: **************
Thank you,
**** *****

Business Response
Date: 12/17/2024

Hello Better Business Bureau,

We have reached out to the customer and am sending out an Ace e-gift card.

Should you need anything further please just let us know and refer to incident 6678536.

Sincerely,

******** *.

******** M | Ace Care Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 12/18/2024

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,

***** *****

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Ace Hardware Corporation is NOT a BBB Accredited Business.