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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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:01/18/2024
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 brought a brand new otf knife which cost me about $40 to ************ Hardware in ********* ********* on Rochester Ave. They sent the knige out for sharpening. A week later I contacted them about the knife at that time was told there was no knowledge of that knife ever being taken to the store. So, I called and asked to speak to a manager. Finally after a bunch of nonsense they told me the knife was l9gged in the wrong place and I would have it in a week. The next day they called and told me the knife was indeed there and to come in and pick it up. Which I did. On returning home I opended the bag they gave it to me in only to find they had scuffrd the casing with a grindee then dissasembled the knife and never replaced three of the screws. Upon calling and speaking to the management I was told well, we can find a couple of screws for you if you would like. This is unaceptable as the knife was only a week or to old and they messed it up. I went ahead and called the corparate office to report this and was told that there was nothing that can be done as the stores pretty much police themselves. I am respectfully requesting that I am reimbursed the $40 to replace the knife. Before escalating things any further and the $4 dollars for sharpening the knif as that was not done very wwll either.
Business Response
Date: 01/19/2024

Hello Better Business Bureau,

We have reached out to the customer and sending him out an Ace gift card.

This will cover the cost of the knife as well as the sharpening fee.

Should you need anything further, please just let ** know and refer to incident 6216125.

Sincerely,

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

***********************;| ******** Center
Ace Hardware Corporation | ******************************* *********, ** 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 01/22/2024

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:01/15/2024
Type:Billing 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 snow blower online from Ace. It was processed and the funds show as taken from my bank and then they cancelled the order. They say they didnt receive the funds and my bank shows as paid.
Business Response
Date: 01/15/2024

Hello ******,
Thank you for contacting the **************** We always strive to provide amazing customer service.
I do apologize for any inconvenience you experienced with online order ********.
The order was canceled on January 13, the order was not able to be processed. *** did not collect any funds for the order, we only had authorization funds were available when initially placing the order. The reversal of authorization is reference number 246MTR64R1U8.
The bank is holding the funds and depending on your bank, it can take a few business days. Keep in mind, today is a holiday this can be part of the delay. Let us know if you need anything else.
Please contact us if you have additional questions and reference incident 6209341.
Have an Ace Amazing Day!
Kind Regards,
************** | ******** Center
**************
Helpful is our Business - Caring is our Commitment.
Customer Answer
Date: 01/15/2024

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:01/05/2024
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.
Subject: Request for Assistance with Ace Hardware Mailing Issue Dear Better Business Bureau,I hope this message finds you well. I am writing to seek your assistance with an ongoing issue I am experiencing with Ace Hardware. Despite multiple requests to the company to cease sending physical mailings to my address, these mailings continue to arrive.I have attached an example of the recent mailing I received for your reference. Please note that I have ensured there is no personal information included in this attachment.I would greatly appreciate the BBB's intervention in this matter to help resolve this issue. Your assistance in communicating the urgency and importance of this matter to Ace Hardware would be invaluable.Thank you for your time and attention to this request.Kind regards.
Business Response
Date: 01/05/2024
Hello *****,

Thank you for contacting the **************** We always strive to provide amazing customer service.

I want to apologize for the inconvenience this issue may have caused.

According to our notes for Ace Rewards ID **********, on 12/26/2023 ***** was opted out of direct mail and on 12/29 opted out of email. The Ace Rewards mail piece ***** received was due to data being pulled weeks in advance, unfortunately we are not able to stop. Its a timing issue from requesting to opt out and data is pulled. You will no longer receive any direct mail communication except earned rewards certificates if they go unused, as we are legally required to send these. If you no longer want to receive your earned rewards certificates, we will need to cancel your Ace Rewards account. Please advise on how you would like to proceed.

Please contact us if you have additional questions and reference incident 6197283.

Have an Ace Amazing Day!

Kind Regards,
************** | ***************
**************
Helpful is our Business - Caring is our Commitment.
Customer Answer
Date: 01/05/2024

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,

***************************
Initial Complaint
Date:12/27/2023
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 placed an order (order #: ********) on 11/27 for a very expensive grill totaling $1,356.26, which I NEVER received. I called ACE hardware every single day. Each time, they told me that a manager wasnt available, but that they would contact me within 24 hours (which they never did, still to this DAY.) This order was placed a month ago to have as a Christmas gift for my father. After receiving no help from anyone, I requested a refund. Their team confirmed that I would receive a full refund. However, they only sent a PORTION of the refund. It is so sick and twisted how they could steal peoples hard-earned money like this, especially during Christmas. After being so unhelpful and so unresponsive, they are trying to charge me for shipping on a product that I never received!! In addition to that, the amount they refunded me isnt even the total price of the item itself!!! They have tried to lie and say that the package was lost and that I would need to file a claim with the shipping company, even though the shipping company confirmed an ACE Hardware team member authorized the shipment to be returned to them. It is despicable how this business operates and will bold-face LIE. It is extremely disappointing to know that they could ruin peoples Christmas like this.
Business Response
Date: 12/28/2023
Dear ********,
Thank you for contacting the **************** We always strive to provide amazing customer service.
I truly apologize for any inconvenience this has caused, as I can see we did not provide Aces amazing customer service that we are known for. I processed a credit for the remaining shipping charges of $364.02 this morning.
Please contact us if you have additional questions and reference incident 6156644.
Have an Ace Amazing Day!
Kind Regards,
************** | ******** Center
**************
Helpful is our Business - Caring is our Commitment.
Initial Complaint
Date:12/27/2023
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.
Ace Hardware continues to send me unsolicited marketing materials via the ***** I have called, written and emailed requesting to OPT-OUT of ALL COMMUNICATIONS and ALL of my requests have been ignored. I am a senior citizen and I have rights!
Business Response
Date: 12/28/2023
Dear *****,
Thank you for contacting the **************** We always strive to provide amazing customer service.
I truly apologize for any inconvenience this has caused. I have opted you out of receiving direct mail and I canceled Ace Rewards ID ***************** allow up to 15 days for this to take effect. Let us know if you need anything else.
Please contact us if you have additional questions and reference incident 6188419.
Have an Ace Amazing Day!
Kind Regards,
************** | ******** Center
**************
Helpful is our Business - Caring is our Commitment.
Customer Answer
Date: 12/30/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is tentatively satisfactory to me. However, should I receive additional communications from this business IN ANY FORM, I reserve the right to file an additional complaint and pursue further, more aggressive means of resolution.

Sincerely,

*********************************
Customer Answer
Date: 06/03/2024
Complaint: 21059730

I am rejecting this response because:
I am respectfully requesting that the BBB review this complaint.
Ace Hardware did not stand by their promise to remove my name from their mailing list.
They stated they would cease sending me mail and they have not done that.
I continue to receive unsolicited marketing mail via the **** from Ace Hardware.
I am now receiving mail from this business addressed to someone who DOES NOT reside at this address.
I am requesting that they correct this error and remove my address from their customer's listing.

Your time and consideration are deeply appreciated.

I am disabled and unable to collect my own mail.

I have to pay a service to collect it for me.

I am charged for junk mail - even the mail I receive that does not belong to me.

I have had to cut down on other critical services to afford this service.

Every extra piece of junk mail I receive is costly to me.

With my deepest, heartfelt thanks for your time and effort,

Thank you.

Sincerely,

***************************;
Business Response
Date: 06/06/2024
Hello Better Business Bureau,

We pull direct mail file for ******* Birthdays sometime between end of November and early December. Her account was cancelled at the end of December, so her information had already gone to the printer as part of ******* Birthday. It was printed, mailed and would've arrived in-home at the end of December. That would have been the last mailing she would have received.

I did call the customer to explain this and also to see if there was a date on the mailing she received. I received voicemail and left a message to please give us a call back if she would like to discuss this further.

If she can please give us a call back at ************ and refer to incident *******.

Thank you,

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

***********************;| ******** Center
Ace Hardware Corporation | ************************************ ************************;
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 06/06/2024

Complaint: 21059730

I am rejecting this response because: I returned ********'s call and a colleague stated that she was not in the office. I attached a copy of the mail-piece to my BBB complaint. I received it that day. The date was 5/27/2024. As I stated, it was addressed to someone UNKNOWN to me who does not reside at this address - but the address was mine.

Sincerely,

*********************************
Initial Complaint
Date:11/25/2023
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 ordered from Ace hardware in store and always seem to be bad customer support few month ago I went to buy paint for touch up and H *************** in ******** told me that paint isn't available anywhere. I looked up online and called Ace store that had it available and pick it up. Now I made orders on Black Friday their was promo is you sign up for rewards you get discount I did and made an order and they just cancel next day when item still shows in stock and I stopped by the store and it was in stock their. Compete ***** and this practice is called switch and bait and they should be reported to attorney general of NY and FDIC as this store run completely by corrupt individuals and their support is complete jock you wait for hours and person who barely speaks English just tells you order again we refund the coupon and no manager available and after 5th call this unhelpful guy name ****** and problem id was ******* come and provides no help and on top of that previous representative hung up the phone as well. Hopefully your company goes out of business soon going to write this review everywhere. **** ALSO NEWER ORDER ANYTHING FROM YOU ANYTHIGN AGAIN CROOKS DO NKT DESERVE BUSINESS
Business Response
Date: 12/06/2023
Hello Better Business Bureau,

We have reached it to the customer and are sending them an Ace gift card.

Should you need anything further, please just let us know and refer to incident 6138177.

Sincerely,

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

***********************;| ******** Center
Ace Hardware Corporation | ******************************* *********, ** 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:11/24/2023
Type:Billing 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 11/24/23 my business account was somehow hacked and a purchase made to 3 companies online. I called and the other company was able to tell me their system had already detected that the purchase was fraud and it was on hold. They were extremely apologetic despite this not being their fault. They were able to pull up the order with my debt card and get the charge canceled before them and myself were out the money. They were fast, efficient and had excellent customer service. However, when I called Ace about the charge I was placed on an extremely long wait time that was 35 minutes. Then when the customer service rep came on the phone he could have cared less that a charge had taken place by fraud. He was of no help and didn't offer an apology. He said there was nothing he could do. This charge was $305.87. I am out of state visiting family and now I have my food money to feed my children stolen and this charge had JUST been made and I was able to catch it. I asked to speak to a supervisor and he put me on another long hold time to come back to tell me that a supervisor would have to call me back and IF I don't hear from anyone in a business day to try to call back. This is the most pathetic customer service especially considering how large of a company you are. As I mentioned a much smaller company was able to identify it was fraud before I even called. Your ancient and out of date practices will cost you and me both time and my hard earned money. Your lack of customer service and care for your consumers will and behind the *********************** ordering protection will cost you my family as well as extended family and friends as customers. I can not file fraud on this charge until it posts to my account. I was trying to do the right thing and contact you immediately to prevent you and me to be out this. Ace Hardware you should be ashamed at your customer service and how this was handled especially when someone was trying to do the right thing. DO BETTER!
Business Response
Date: 11/27/2023
Hi Better Business Bureau,

We have reached out to the customer and did apologize for the service she received.

We were able to find the order, it was placed on 11/24/2024 and it was flagged as fraudulent.

There is hold placed on the credit card when an order is received. This order was canceled the same day it was placed since it was flagged as fraudulent.
The funds were released on our end the same day, 11/24/2023, it depends on the bank as to when the hold will fall off.

Sincerely,

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

****************** | ******** Center
Ace Hardware Corporation | ******************************* *********, ** 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:11/13/2023
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 dropped the lawn mower off 2 weeks ago after buying several parts from Ace Hardware on St. **** Road in ******** ** and another location. After 2 weeks of the mechanic messing with my lawn mower he said i needed another fuse box. This was a part that i already replaced before dropping off so i told him that I had already replaced that. He then said he didn't know what it was then and would have to start charging me $80 an hour to figure it out. Not feeling very confident in the mechanics attitute and response I said I was coming to pick it up. Upon picking it up I noticed that the workers had tied my lawnmower up by the oil dipstick. My brand new battery was dead, the ignition switch that I bought brand new was missing and replaced with an old corroded one, and also mky seat button was broke. I had already spent over $300 to replace the battery, the master fuses and ignition switch between ace and another company. Now I have the lawn mower at another shop and they are showing me the negligence that ace did to my lawnmower. I called back to ace and they stated they never touched my lawnmower and were very rude. I asked for the owners name and was not provided any contact info. The workers said they did not know anything about the man that owned the franchise. I am now facing over $1,000 in repairs due to the negligence of this store. I also just had back surgery so they are making this even more stressful.
Business Response
Date: 11/21/2023
Hello Better Business Bureau,

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

If they would like to discuss the issue further, please have them call ************ and refer to incident 6118934.
Sincerely,
********************
***********************;|Ace Care Center
Ace Hardware Corporation | ******************************* *********, ** 60523
Phone: ****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:11/04/2023
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.
To Ace Hardware Recently I received a mailer with coupons from your business. On the advertisement it offered me $5 if I sign up for the free Rewards account and then download your App and sign into it with my name and password to connect it and then "Instantly", I would get the $5. That never happened. First of all, when creating an account on line, that was simple, but when requesting to join the Rewards, your website would not allow me. Finally after about a week, it lets me join the free rewards. Then I downloaded the App and connected my account and nothing has happened. Your advertisement states it will happen instantly. I have tried to call your 800 number many times and it is always a busy signal. Then I emailed for customer support and no one responds. The way your company is doing businesses is not good and maybe illegal too. I would like to get this resolved and please do not tell me to email for support, since I did over a week ago. And please do not tell me to call, because I have tried many times and your number does not work.Luckily there is the BBB option of attempting to get help. It should not be this difficult. Honor what you advertise! So how do I get the $5 since your system is failing. I am afraid the other coupons may not be honored if I take them to the store, since you are not honoring this one.
Business Response
Date: 11/09/2023
Hello Better Business Bureau,

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

We are sending him an Ace gift card.

Should you need anything further, please let us know and refer to incident 6108334.

Sincerely,

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

***********************;|Ace Care Center
Ace Hardware Corporation | ******************************* *********, ** 60523
Phone: ****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 11/12/2023

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.
Thank you
Sincerely,

*************************
Initial Complaint
Date:11/02/2023
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 Item: EGO ***************** SNT2807 28 in. Two stage 56 V Battery Snow Blower Kit *********************** no.: ******* Qty: 1 Price: $2,199.00 (excludes tax and assembly)Purchase Date: 10/9/2023 Order Number: 42946926-42946974 Purchase Location: online; acehardware.com Delivery: In-store pick-up.Advertisement/Incentive to Purchase: Rakuten 10% Cash Back for Ace Hardware Exclusions: Item/brand purchased was not listed as an exclusion for the cash back. No other coupon codes or promotions were used. In fact, I declined to use a $15 off coupon I had as to not jeopardize the cash back. Method of Purchase: iOS Safari browser with Rakuten Plug-in activated (screen shot with purchase summary and plug-in activated is available); confirmation email from Rakuten stating that they identified the purchase using the plug-in.Cash back was not processed by Rakuten by the suggested date (10/16/2023). I contacted ******* to indicate I was missing the cash back as indicated per advertisement. ******* provided the following statement on 11/1/2023:Hello *****, Thank you for your reply. When we requested credit from Ace Hardware, the inquiry was denied for the reasons mentioned. Please keep in mind, that since your orders are a private and secure transaction between you and the store, we are not given any additional details on why your Cash Back was denied.Please let us know if you have any additional questions. Thank you.**********None of the potential reasons noted by ******* were applicable, and ******* is unable to indicate the exact reason.The morning of 11/1/2023 I reached out to Ace via their website and the Contact Us form (Promotions). I provided all aforementioned information and have not received any type of confirmation or response.The sole reason to purchase the item that day was due to the Advertisement; I drove 88 miles round trip instead of 20 due to no stock at local store, otherwise I would have waited for local stock or promotion
Business Response
Date: 11/15/2023
Hello Better Business Bureau,

We have reached out to the customer and Rakuten, he will be receiving his cash back reward from ********

Should you need anything else, please just let us know and refer to incident 6107452.

Sincerely,

********************
Customer Answer
Date: 11/20/2023

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.