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

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

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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:09/16/2024
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.
Purchased an ax 9/4/24 for $32.99. Used it to attempt to chop up ONE log. It immediately broke - head of ax broke off the wooden handle. Today, 9/16/24 I brought the broken ax and my receipt into the store asking for a refund. They immediately denied it saying it was not a factory defect and that whoever swung the ax, swung it too hard. Im no genius, but axes are supposed to be designed to be swung hard. Ridiculous excuse to avoid standing behind a product. Clearly this ax is very defective and grossly overpriced and should not be sold in the future. Or at the very least, it should be clearly labeled It looks like an ax, but does not function as an ax.
Business Response
Date: 09/23/2024
Hello *******,
Thank you for contacting the **************** We always strive to provide amazing customer service.
I wanted to follow-up on Better Business Complaint ********. I did leave a phone message for ******* on Tuesday, September 17th, advising that we receive the filed complaint and to allow me time to get a hold of the manager or owner at *******.
Ace Hardware store locations are independently owned and operated, I wanted to work with the store, regarding the requested refund. Ace Hardware Corporate offices are not able to process a refund, to the original form of payment for purchases in-store. I am however able to support a gift card (refund) if the need arises. Please allow me a couple of more days to speak with the manager and follow-up with *******.
Please contact us if you have additional questions and reference incident 6585298.
Sincerely,
***** *. | ******** Center
**************
Helpful is our Business - Caring is our Commitment.
Initial Complaint
Date:09/04/2024
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 bought some special order boards for my patio. When I picked them up, I seen the flaws and I told the owner of the store and he said ***** never find boards this good. they are terrible. I reached out to Ace corporate office and theyre not willing to help. Im trying to attach the pictures having some issues. Ace Hardware should give me some money back on these boards. They are terrible.
Customer Answer
Date: 09/05/2024
Can you please attach these into my complaint? I was having issues with it.
Three pictures and the receipt
Business Response
Date: 09/06/2024

Hello Better Business Bureau,

We spoke to the owner at the store, he will take care of this issue.

I was able to get a hold of *********************** by e-mail, the phone number provided did not work.

**** will be contacting the store and has Incident ******* to reach out to me if needed.

Sincerely,

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

****************** | ******** Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 09/09/2024

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,

***********************
Initial Complaint
Date:09/03/2024
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 am writing to formally file a complaint against Ace Hardware concerning an unresolved issue with my recent online order and the unsatisfactory customer service I have received in attempting to resolve the matter.On August 31, 2024, I placed an order through Ace Hardwares online platform for a ***** Searwood XL 600 36 Wood Pellet Wi-Fi Grill Black (Item No.: *******), along with other related items. The total amount charged for this order was $1,515.05, which included sales tax and state fees. The order was confirmed with an estimated delivery date of September 7, 2024.However, shortly thereafter, I was notified by Ace Hardware that the ***** Grill item was canceled due to a supposed stock shortage, and I was issued a partial refund of $1,297.92. When I followed up regarding this issue, Ace Hardwares customer service representatives, **************** and **************, provided conflicting and unsatisfactory explanations. They stated that the grill was canceled due to a lack of stock and directed me to their Terms of Use page, essentially dismissing the issue by suggesting that product availability on their website may not be accurate. Furthermore, the refund amount issued was incorrect, as my original order totaled $1,515.05, not $1,297.92. This discrepancy has yet to be addressed adequately.:The handling of this matter has caused me significant inconvenience, frustration, and a lack of confidence in Ace Hardwares online shopping platform. Their refusal to provide an accurate refund and the continued listing of the product as available online are not only misleading but also a violation of consumer trust.I am seeking the following resolutions:1.A full and accurate refund for the total amount of $1,515.05, not just $1,297.92.2.Monetary compensation for the inconvenience and frustration caused by this situation.I look forward to hearing from you.
Business Response
Date: 09/06/2024
Hello Better Business Bureau,

We have reached out to Mr. ** in regard to his issue.

There was two parts to his order, he has received a refund for one part of the order. The other part shows it to be delivered to him on 09/07/2024 by *****, we let him know he can refuse the order and once we get it back we will issue him the refund.

We are also sending him an e-gift card in the amount of $35.00.

Should you need anything further, please just let us know and refer to incident 6558707.

Sincerely,

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

***********************;|Ace Care Center
Ace Hardware Corporation | ********************* ************************;
Phone: ****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:08/16/2024
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.
Made an online purchase through Acehardware.com. I had made a previous purchase that had granted me a $75 reward. I made the purchase of two items (at two different stores). I picked up the item at the first Ace Hardware and headed for the second store. When I got to the second store they informed me that the item had been cancelled. When I checked my email I did receive a notification that the item had been cancelled. When reviewing the email I found that they also cancelled the $75 and didn't apply it to my original purchase. I called the customer care line and they said the issue would have to be escalated. When I called back they stated that they escalated the issue to the rewards department. It's been over a week and I still do not have my $75 reward returned. I since returned the originally purchased equipment.
Customer Answer
Date: 08/16/2024
As you can see the original order listed an original price of $357.20.
The $75 reward was subtracted to make it a $282.20 charge.
When the order was cancelled I received a $119.06 refund to the original price of $357.20 to make the charge to my credit card of $238.14.
They never gave reduced the price of the purchase by applying my $75 reward nor have they refunded the $75 to my account.
Business Response
Date: 08/19/2024
Hello Better Business Bureau,

We have reached out to **************** to let him know the $75.00 Reward has been issued and will be available on 8/26/2024.

Should you need anything else, please just let us know and refer to incident 6525848.

Sincerely,

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

***********************;| Ace Care Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 08/19/2024

Complaint: 22154243

I am rejecting this response because: I have not received the $75. They have told me numerous times that I would have the money today. Now they are saying it'll be next Monday. I have talked to numerous representatives and they told me I would have the money today. When I called this morning I was told I would have the $75 tomorrow. It wasn't until I submitted the BBB complaint that someone from the company actually called me. She stated I would receive it next Monday. I believe this is just another delaying tactic. I will not close this complaint until I actually see the $75 in my account.

Sincerely,

*********************
Business Response
Date: 09/05/2024
Hello Better Business Bureau,

The $75.00 Reward was re-issued to **************** account and was available on 8/26/2024.

Should you need anything else, please just let us know and refer to incident 6525848.

Sincerely,

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

***********************;| ******** Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 09/08/2024

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 even though it took several phone calls to resolve this and they never responded to my issue until I filed a BBB complaint.

Sincerely,

*********************
Initial Complaint
Date:08/14/2024
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 bought a product from *** Hardware (***) on line with free shipping from the local store on 7/25/24. I was notified by email by *** that the product would be delivered on Tuesday 7/30/24. I waited all day and when the delivery didn't occur I called the local store Rocky's *** Hardware in *******, **. They explained that they only deliver on Thursdays and that Corporate was aware of this. We had taken down the old shelves in preparation of the new ones so this was quite the inconvenience. I then called ***'s ************* and spoke with a female agent. She had all the information in front of her. I told her I wanted to be compensated for my inconvenience. After she put me on hold, she offered me $10. I told her that was inadequate and I wanted 10% of the purchase price; she put me on hold again and when she came back advised me it would take a couple of days for the credit to appear. No credit appeared. I contacted *** this week and after multiple back and fourths they can find no record of any promise to compensate me the 10%
Customer Answer
Date: 08/14/2024

Better Business Bureau:

The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.
I do want them to know my concerns about their business operations is serious; they did to address the communications between corporate and the stores as it relates to deliveries.

Sincerely,

***********************
Initial Complaint
Date:07/31/2024
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 have placed an order for four items with Ace Online and was billed for 4 items. I have only received 3. I have had multiple communications with Ace customer service reps over the last week and a half and have not been credited the refund I am due. I have now sent 11 emails and 3 phone calls to seek reimbursement and am still waiting. Attached is my email chain, followed by my original order acknowledgement showing all four items and payment, my order cancellation where they later cancelled the fourth item that hadn't been shipped to me, my order detail showing all four items and payment tendered. The fourth item, the Champion 5.1 in powder coated black steel fast eye ****** block is the item that was cancelled and I am owed a credit for. Seven days ago, I was told that I would receive credit in 72 hours and this hasn't happened yet. I would appreciate your help in resolving this issue. Thank you.
Business Response
Date: 07/31/2024
Hello Better Business Bureau,

We have reached out the customer and they have received the funds in question back.

Any questions please just let us know and refer to incident 6511146.

Sincerely,

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

******************** | ******** Center
Ace Hardware Corporation | 2915 ***** Blvd. ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 08/01/2024

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. It appreciate your help as I had had 14 contacts with the business over a ten day period with no results, but when I contacted you it was only 2 hours and 45 minutes later they were able to resolve this issue and bring it to conclusion. Thank you very much.

Sincerely,

***************************
Initial Complaint
Date:07/11/2024
Type:Customer Service 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 an item from Ace Hardware online and unfortunately it didnt come through in time to complete my project. When I tried to cancel the purchase I made with Ace Hardware they told me to contact Mr. **** and cancel the order with them. I explained to the customer service representative that I didnt place an order with Mr. **** and I want to cancel the order I placed with Ace Hardware. **************** still pushed that its my responsibility as the customer to contact their supplier and cancel the order. I will never order something from Ace Hardware online again.
Business Response
Date: 07/12/2024

Hello *******,
Thank you for contacting the **************** We always strive to provide amazing customer service.
I am truly sorry for any inconvenience this may have caused you. I understand this order was placed on www.acehardware.com but the order is transmitted to the vendor and product is shipped directly by Mr. ***** But rest assured, we are here to help in resolving this order cancellation.
I have sent an email to Mr. **** support at ****************** and I copied your email ************************* as well, requesting cancellation.
The refund of $550.19, will go back to the original form of payment, in this case your VISA.
Please contact us if you have additional questions and reference incident 6482321.
Have an Ace Amazing Day!
Kind Regards,
************** | Ace Customer Care
**************
Helpful is our Business - Caring is our Commitment.
Customer Answer
Date: 07/15/2024

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:07/11/2024
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.
I am looking for ACE Hardware to permanently remove my name and mailing address from its mail marketing list. I no longer wish to receive promotions or marketing mail at the above-mentioned address from ACE Hardware since I will be moving out of the country in the near future. I would appreciate an email from ACE Hardware confirming the completion of this request. Thank you for your understanding.
Business Response
Date: 07/15/2024
Hello *******,
Thank you for contacting the **************** We always strive to provide amazing customer service.
Regarding your Better Business ***** request, pertaining to Ace Hardware mailings. I was able to find your Ace Rewards account, member ID **********. I opted you out of direct mail and cancelled the Ace Rewards account. There was no email address connected to your account, you should not receive any promotional emails.
Please keep in mind, this request was processed on July 15, 2024, its possible a mailing *** make it to your home, due to data being pulled weeks in advance prior to Ace's promotions. You *** always contact our ******************** at ************ or email **************************************** with any question that *** arise in the future.
Reference incident 6485838.
Have an Ace Amazing Day!
Kind Regards,
************** | Ace Customer Care
**************
Helpful is our Business - Caring is our Commitment.
Customer Answer
Date: 07/15/2024

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:07/09/2024
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.
**Complaint Summary:**I placed an order with Ace Hardware for three items but only received two. Despite multiple attempts to resolve the issue with customer service, I have not received the missing item, a promised certificate for its replacement, or a refund for the undelivered item.**Details:**- **Order Date:** [June 19, 2024]- **Items Ordered:** Three items - #******* (Misting Fan), #******* (Power Area Light), #******* (Ego ********************** **Items Received:** Two items - #******* (Misting Fan), #******* (Power Area Light) - **Missing Item:** - #******* (Ego ********************** **Issue:** Despite being charged the full amount for all three items, Ace Hardware failed to deliver one of the items.- **Resolution Attempts:** - Contacted customer service on July 1st, spoke with [**************], who promised to issue a certificate so I could reorder the missing item. - Followed up on July 9th but have not received the promised certificate or any indication of when it will be issued.- **Outcome Sought:** 1. Immediate shipment of the missing item.**Desired Resolution:**I request Ace Hardware to promptly fulfill the missing item from my order.**Contact Information:**- **Name:** [*********************]- **Address:** [************************************]- **Phone Number:** *************]- **Email:** ************************
Business Response
Date: 07/16/2024

Hello *****,
Thank you for contacting the **************** We always strive to provide amazing customer service.
I do apologize for any inconvenience you experienced with the online order cancellation. Per our conversations, you are correct, we do owe you back $120 in earned Ace Rewards. You were also promised a credit of $50.85, to honor the savings on this online only offer when you placed the initial order for buy more & save more.
*****, you provided us with the new online order 49984936-49984982, I advised I would credit $50.85, once the order has been completed. I was able to submit this credit today, you may have received an email reflecting the refund.
I added ****** points last week Friday, to your Ace rewards account. You were able to use $80 in rewards towards the new order. I have added ****** points to your Ace Rewards account today,which will convert to a reward on Monday, July 22.
Once the order has been picked up, I can add 2Xs the points since I am waiting for the initial purchase to post to your Ace Rewards account.
I did mention I will be out of the office the rest of the week and will check-in with you Monday, July 22. Let me know if you need anything else.
Please contact us if you have additional questions and reference incident 6478218/6467426.
Have an Ace Amazing Day!
Kind Regards,
************** | Ace Customer Care
**************
Helpful is our Business - Caring is our Commitment.
Customer Answer
Date: 07/22/2024

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:06/13/2024
Type:Customer Service 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 paint - asked for help selecting a basic black paint for cabinets. The sales person said he could mix the paint. I took it home, but the paint was Gray. I took it back twice for correction, but they were unable to mix a black paint color. I asked for a refund, but they refused. I spoke to assistant manager - no resolution.
Business Response
Date: 06/28/2024
Hello ******,
Thank you for contacting the **************** We always strive to provide amazing customer service.
I apologize for any inconvenience you may have experienced with your recent purchase of paint. Ace Hardware store locations are independently owned and operated and control their own inventory and return policies.
Unfortunately, Atascocita Ace Hardware is not able to refund this purchase, as their return policy is stated on the bottom of the receipt.As a resolution. I can process a one-time courtesy $40.00 e-gift card, to be issued to your email *******************************************.
I did leave a voicemail message June 27th and 28th as well, to let you know I was working on this.
Please contact us if you have additional questions and reference incident 6461013.
Have an Ace Amazing Day!
Kind Regards,
************** | Ace Customer Care
**************
Helpful is our Business - Caring is our Commitment.
Customer Answer
Date: 07/01/2024

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.