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Business Profile

Hardware Sales

Ace Hardware Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardware Sales.

Complaints

This profile includes complaints for Ace Hardware Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ace Hardware Corporation has 7 locations, listed below.

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    Customer Complaints Summary

    • 124 total complaints in the last 3 years.
    • 51 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/30/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed an order on 11/23 order number ********. It was supposed to be delivered 11/27. I went back into the order today and saw the order was cancelled. I did not receive any email notification from ***. Now I have to reorder the items. 

      Business Response

      Date: 12/03/2024

      Hello Better Business Bureau,

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

      Should you need anything further, please just let us know and refer to incident 6686714.

      Sincerely,

      ******** *.


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

    • Initial Complaint

      Date:11/22/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Tried about a dozen times to get rewards points problem fixed .the care center was no help, I've requested many times to have a ***** head/supervisor speak to me/ review the inadequacy of the responses I've been given/actions taken. I have yet to speak with anyone in charge. I have done everything asked of me by the ace representatives at the care center ,and have zero faith that this issue will be resolved, based on previous responses/actions.  

      Business Response

      Date: 11/25/2024

      Hello Better Business Bureau,

      We have reached out to the Customer and are sending him an Ace E-Gift Card for the missing Rewards.

      Should you need anything further, please just let us know and refer to incident 6675625.

      Sincerely,

      ******** *.


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


    • Initial Complaint

      Date:11/22/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Last October, 27, I placed an order for a product called, "Yard Guard," Because the Ace website had erroneous information (such as claiming that the product could be picked up at a local Ace store, when this wasn't the case), an Ace customer service representative offered a mere $5.00 credit as compensation for all of my wasted time and trouble.After the product was applied to our lawn as directed, we discovered that it actually worsened the issue we were having with armadillos ruining our lawn.When I contacted Ace to ask for a refund, the agent kept insisting that I bought the product from "another company" and that I needed to contact them at a phone number he provided.I finally relented and spent more of my time calling and speaking with the owner of the company which packaged the product, who stated that the company would send out more product for me to try and they wanted me to be, "happy." After waiting over a week, I again contacted the company to ask what had happened, but never received a response.Given that lack of response, I again called and spoke to another *** customer service representative, who asked me to return the product to "any nearby Ace store." I returned the empty container and order information to our closest Ace store on 11/22/2024, but only a portion of my money was refunded back to our ****** account.When I once again contacted an Ace representative (via "Chat" session), I was told that nothing more could be done and that I would have live with my loss.

      Business Response

      Date: 11/25/2024

      Hello Better Business Bureau,

      We have reached out to the Customer to let them know they have been fully refunded.

      Should you need anything further, please just let us know and refer to incident 6674386.

      Sincerely,

      ******** *.

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

      Customer Answer

      Date: 11/26/2024

       
      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.

      I appreciate the prompt reply and adjustment from the business.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:11/20/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered roughly $3,000 worth of product on 11.7.24 to be delivered on 7.11.24. On 7.10.24 I received a phone call that it was being delivered that day and some pieces may have been canceled but she wasn't sure. I was out of town so I told her to deliver it and I would figure it out the next day. Shortly after the phone call I got an email about the 15 canceled items. I spent the next 2 days trying to get this resolved, including emails and countless hours on the phone. I was told by 2 different people that I would be getting a call from a manager and today being the 20th I still haven't heard a word. My time sensitive project has been at a stand still costing me a lot of money and hurting my relationship with the homeowner. Still today this project can't be completed because the parts are only available at *****************************. 

      Business Response

      Date: 11/21/2024


      Hello Better Business Bureau,

      We have reached out to the Customer and went over the issue with him.

      We have also issued an appeasement for all his troubles with the order.

      Should you need anything further, please just let us know and refer to incident 6661484.

      Sincerely,

      ******** *.

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

    • Initial Complaint

      Date:11/08/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been having difficulty connecting my Ace rewards account to receive coupons. I called ACE **************** @ ************** . I called on August 24, 2024@ 8:28 AM MST and was able to link my account to my current address which was impossible to do online. I was told to call back after the holiday to have my 2 rewards mailed to my correct current address. I called back on September 27 , 2024 @ 1:13 PM MST and was told that my coupons were mailed . I questioned that I was told to return call and my address was verified. I explained that I did not receive anything. I called for a third time on October ******* @ 9:14 AM MST and told them that I received one coupon that had my old PA address from 5 1/2 years ago on it, thus I would not be able to redeem it. The coupon was mailed to my correct address in ********** AZ I also never received the coupon that expired on October 31, 2024. I was told the coupons could not be reissued and they would mail me a calendar. I want my coupons reinstated and mailed to me at my correct address. 

      Business Response

      Date: 11/15/2024

      Hello Better Business Bureau,

      We have reached out to the Customer to resolve the issue and sending her out an Ace E-Gift Card.

      Should you need anything further, please just let us know and refer to incident 6642579.

      Sincerely,

      ********

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

      Customer Answer

      Date: 11/19/2024

       
      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:11/04/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered the large hot air balloon on October 10th and total cost was *****. The order was sent and we received the smaller balloon. Since that time I have been corresponding with your online store to have the correct balloon sent or at least a reimbursement of the difference in price between the two sizes. I have corresponded numerous times and they keep assuring me they will send the correct item. This has been going on for quite some time I still have not received the large balloon. I feel as though they are just patronizing me and hoping I just get tired of trying,

      Business Response

      Date: 11/05/2024

      Hello Better Business Bureau,

      We reached out to the Customer and issued them a partial refund.

      Should you need anything further, please just let us know and refer to incident 6647738.

      Sincerely,

      ******** *.

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

      Customer Answer

      Date: 11/05/2024

       
      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,

      ***** Stuck

    • Initial Complaint

      Date:10/25/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 22nd 2024 I made a purchase order number ******** it said that it would arrive for pickup at the store on the 25th. I was told by a customer service *** today that the item shipped yesterday and that it should be arriving today. Later in the day I was told by another customer service *** that it would not arrive today and that it will take 4 to 8 days in order to arrive. There was no message whatsoever about this time frame when I made the purchase so I asked for them to cancel the order and give me a refund. I was then told by a customer service *** that the item won't arrive to the 31st of this month and I have to wait until then in order for them to cancel the order and give me a refund which would take another 7 to 10 business days. I find this highly egregious and disgusting. I am not waiting weeks to get a refund when they sold it to me under false pretenses.  

      Business Response

      Date: 10/28/2024

      Hello Better Business Bureau,

      We contact the store, they did try to contact the Customer at the number on the order on 10/24 and 10/26 to let them know the product was there to be picked up, there was no answer.

      Per Customers request, we have canceled the order, sorry for any inconvenience this may have caused.

      Should you need anything further, please let us know and refer to incident 6634905.

      Sincerely,

      ******** *.


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

    • Initial Complaint

      Date:10/08/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September 22, 2024 I placed an online order on Ace Hardware's website. Delivery showed September 27, 2024 and gave me a tracking # for it's **** delivery. Tracking showed a label created, then nothing else.....ever.I patiently waited. The payment for this order, $32.66, was taken out of my bank account by ****** order never ca**** called Ace customer service ***************) on October 3, 2024. **************** told me they would check with the warehouse to see what happened and get back to me that day. They never got back to **** called Ace customer service again on October 4, 2024, told the same thing. They never got back to **** called Ace customer service on October 7, 2024. Asked to speak to a manager. Was told the manager was not available but they would find out what happened to the order and contact me back within 1 hour. They never got back to **** called Ace customer service on October 8, 2024. Asked to speak to a manager. Was given run around, put on hold, then hung up on.Ace's Incident # for all these calls is - # *******. 

      Business Response

      Date: 10/09/2024

      Hello Better Business Bureau,

      The customer has been issued a full refund.

      Sorry for any inconvenience this has caused.

      Should you need anything further, please let us know, and refer to incident 6603953.

      Sincerely,

      ******** *.

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

      Customer Answer

      Date: 10/09/2024

       
      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,

      **** ****

      Customer Answer

      Date: 10/10/2024

      Complaint: 22397626

      I am rejecting this response because: I wish to change my response. I am not satisfied! Ace did not give me a full refund; they lied.

      Sincerely,

      **** Huck  

      Business Response

      Date: 10/10/2024

      Hello Better Business Bureau,

      The customer has been issued a full refund of $32.66.

      We issued a refund for the cost of the item, $19.99, and the cost of the shipping was a separate refund of $12.67.  

      Those 2 refunds equal $32.66, the amount he was billed, they were  both issued the same day.

      I did try calling the customer to explain this but there was no answer.

      Should you need anything further, please let us know, and refer to incident 6603953.

      Sincerely,

      ******** *.

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

    • Initial Complaint

      Date:09/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My riding mower was picked up for service by Hornungs Ace Hardware, I left a deposit and specifically told the business to please call before any repairs were done. They failed to do this after calling multiple times in addition to passing along wrong information regarding that they buy old lawn mowers. Terrible communication and issues for customers they all need to be on the same page

      Business Response

      Date: 10/09/2024

      Hello Better Business Bureau,

      I spoke with Amanda on October 3rd.  The manager of Hornungs Ace Hardware, Jason,
      did reach out to Amanda. The refund request was for the balance of $63.92, and
      the store is no longer charging them for the repair of the mower.

      Please contact us if you have additional questions and
      reference incident 6590608.

      Have an Ace Amazing Day!

      Kind Regards,
      Paula S. | Ace Customer Care
      (800) 777-6797
      Helpful is our Business - Caring is our Commitment.


    • Initial Complaint

      Date:09/21/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      *************** delivery agent arrived with a Champion Generator wheel kit ordered on line. The item was not what I ordered because it did not contain the axle as pictured on the website, or the website viewed by the ************************* representative. The item was refused and sent back to Ace Hardware. An hour late I called Ace Hardware **************** to notify her of what happened and requested a refund. There were several communication issues with the Ace Hardware representative. I told her I never accepted the item because it was not the same one depicted and ordered on the website. She asked if I didn't like the item? I repeated it was not the item ordered and never accepted from the *************** delivery agent. The representative refused an immediate refund unless I sent photos of the item. I disclosed that I did have photos, but it shouldn't be required because I never accepted the item. The representative refused to issue a refund. Obviously, I'm not happy for waiting a week for the wrong item, and for not receiving an immediate refund. This will pretty much end any future product orders from Ace Hardware's website from myself or my family, friends and neighbors. As part of this refund settlement, Ace Hardware should be required to correct their website to display the correct item!Photo 1 Website item ordered. Photo 2 is an exploded view of the parts within the kit ordered. Photo 3 is the online bill of sale through Ace Hardware's website. Photo 4 item sent for delivery. (does not match product ordered...axle is missing.) Photo 4 Shipping label information of item *************** is returning as "item refused - wrong product."  

      Business Response

      Date: 09/23/2024

      Hello Better Business Bureau,

      We have reached out to the Customer, they are aware a full refund has been issued.

      Should you need anything  further, please let us know and refer to incident 6588049.

      Sincerely,

      ******** *.


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

       

    Ace Hardware Corporation is NOT a BBB Accredited Business.

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