Complaints

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

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  Ace Hardware Corporation

  2200 Kensington Ct Oak Brook, IL 60523-2103

• 

  Ace Hardware Corporation

  2221 N Country Club Rd Tucson, AZ 85716-2826

• 

  Ace Hardware Corporation

  9795 Courthouse Rd Spotsylvania, VA 22553-1915

• 

  Ace Hardware Corporation

  611 Grand Ave Unit B Laramie, WY 82070-3838

• 

  Ace Hardware Corporation

  221 W. Deuce of Clubs Show Low, AZ 85936

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

• Initial Complaint

  Date:11/02/2023

  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.

  Ordered from amazon, seller ace hardware received damaged chair, 4 chairs backs are installed wrong, one box is missing the arm rests ( there is 2 chairs in one box) I requested to return them and get a refund they refund they only refunded ******, I gave them a chance to send the defect parts or pick them up and give me the balance of the refund, they are doing nothing in fact they threatened me with a charge of ****** dollars not only are not doing fare business practice they are requesting me to close the claim through amazon I will send pictures to your email upload is not working

  Customer Answer

  Date: 08/20/2024

  
  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. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/23/2023

  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.

  I wanted to paint my nursery white. I went to my local *** in *******, ** and picked out a color card True White by Magnolia Home and took it to the paint counter. I was told that their base paint was the True White, and I was sold two gallons of it with no trouble. After two days of work and two coats, I had a mess on my hands. The paint refused to adhere to the wall. In the meantime, I went back to *** and purchased a third gallon in case a third coat would be needed. I never put that third coat on the wall. I went to another paint store to ask an employee about what I can do differently. They told me that I should have never been sold a base paint without a tint. I returned to *** and spoke to a store manager. She confirmed that should have never happened. She happily refunded me for the third, unused gallon but told me that I could not be refunded for the two I had already usedeven though two different *** employees sold me a product that should have never been sold. There shouldnt have even been a color card to select. Interestingly enough, the *** website wont even let you buy this paint until you select a colorant. Frustrated that I was out $127.18, or $63.59 for each gallon plus tax, I contacted the online *** ************ I received a short email reply that basically said, Sorry, you lost time and money, but each store decides on refunds for itself because they are locally owned. How can that be their answer? *** Hardware is still a brandwhere are the brands standards? I was sold a product that I should havent been sold. I simply asked for a refund on the product itselfnot the two days or paint supplies I wasted. I ended up having to get three gallons of new painttwo gallons of colored paint and a gallon of white paint, as I had put the True White on my ceiling too. Furthermore, after all the frustration, I hired a professional painter to do the work for me.

  Business Response

  Date: 10/24/2023

  Hello Better Business Bureau,
  
  We have reached out to the customer, and they will be coming into the store for a full refund.
  
  Should you need anything further, please just let us know and refer to incident 6096985.
  
  Sincerely,
  
  ********************

  Customer Answer

  Date: 10/28/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:10/11/2023

  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 paid a good amount extra money ($46.33) for special handling shipping of soil ($56.99) to my house. It is soil I need in a timely manner due to work I need to do in my garden based on the time of season. It was supposed to be at my house October 4th but is now stuck with Fed Ex. For the shipping I selected, Ace should have used a different delivery service. I reached out to *** and was told they would give me $10 reduction in cost if it takes a long time to deliver. I clearly told them that response doesnt work for me, and the package, that I need as soon as possible, is currently stuck in Fed *** I requested they deliver a new package with a different carrier, and they completely ignored me. Now I am sitting here 7 days after the day it was supposed to arrive with nothing. Still the same stuck status with Fed *** And no response from Ace. And I am quickly loosing my opportunity to do the garden work that I need to do.

  Business Response

  Date: 10/12/2023

  Hello Better Business Bureau,
  
  We have reached out to the customer and issued a full refund including the shipping.
  
  Should you need anything further, please let us know and refer to incident 6081450.
  
  Sincerely,
  
  ********************
  
  ***********************;| ******** Center
  Ace Hardware Corporation | ******************************* *********, ** 60523 
  Phone: *****************
  Helpful is our Business Caring is our Commitment

• Initial Complaint

  Date:09/11/2023

  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.

  HI I have a Major issue With Ace Hardware and False advertising. I went online today and ordered *************** *** I have purchased in the past. The *** was ***'s own brand, SAE ************************************************************** stock and was on sale. I ordered the *** online without issues. Going out of my way and going into the store I was told the order was canceled because of the part number. They had the exact *** in the store, no difference in the *** itself, exact same packaging as online just a part number difference. It's so aggravating how Ace Store in Melville and ******************** has handed this situation. It's up to **************** to resolve this issue by getting the *** to me and for the Advertised price.The interest situation was very poorly handled. !!

  Business Response

  Date: 09/12/2023

  Hello Better business Bureau,

  
  We have reached out to the customer, and he will be picking up the oil he needed at the advertised price.
  
  Should you need anything further, please just let us know and refer to incident  6037117.
  
  Sincerely,
  
  ********************
  
  ****************** ********* Center
  Ace Hardware Corporation | **************************************;********* **,  60523
  Phone: ****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 09/15/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:09/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  acehardware.com order ******** for item ******* Toro Super Recycler 21 in 60 V Battery Self Propelled Lawn Mower Kit Battery and Charger $899.94 inc Tax +also ******* Item ******* Toro 60V Flex Force L108 2AH Lithium Ion Battery 1 pc $137.99 inc Tax Online policy from acehardware.com for Mowers is No Returns they said, and the physical store only directs back to their online counterpart which are very separate they say so I am stuck with a premium mower that does not do what a gas mower does which is the bare minimum like picking ** things in its path. Plus several other things about the mower that do not work for me. I expected the ability to return it like at other retailers if it was not as I expected and I do not wish to have it repaired even if it was offered.

  Business Response

  Date: 09/08/2023

  Hello Better Business Bureau,
  
  The below policy is posted on acehardware.com regarding returns.
  
  The customer can reach out to the vendor Toro, to see if they can assist in anyway.
  
  How to Return:

  
  You may return most items within 30 days from the original purchase date with original receipt, provided that it is unused, uninstalled, and in its original packaging. In each case, you must provide all paperwork, including product instructions or information and your packing slip/receipt, and any parts and accessories. You should also bring a valid photo ID. If it is 30 days or more from your original purchase date, please contact the manufacturer directly.

  
  Return Exceptions:

  
  Exceptions to the 30 Day Return Policy includes the following:
  
  Outdoor Power Equipment (such as generators, tillers, edgers, mowers, string trimmers, blowers, tractors, chainsaws, snow blowers) and Grills & Smokers may be returned within 30 days of the date of purchase, with original receipt, provided that it is unused, uninstalled, and in its original packaging. Outdoor power equipment cannot be returned once fuel or oil has been put in it, even if the equipment has been drained of these materials. If you put fuel or oil in the equipment you will need to contact the manufacturer regarding any product issues. The manufacturer will handle your claim in accordance with the manufacturer's policies. Authorized service center information can be found in the owner's manual or contact **************** at ************** to obtain location information for service centers. Note that appropriate maintenance and use of your equipment is required to ensure manufacturer's specified warranty is not voided.
  
  Should you need anything further, please let us know and refer to incident 6034035.
  
  Sincerely,
  
  ********************
  
  ***********************;| ******** Center
  Ace Hardware Corporation | ****************************************************************
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  
  

• Initial Complaint

  Date:09/07/2023

  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 6 yeti Items online I have not received them I told them that I would like a refund and just go to the store and have them order there but they told me they would resend them I cannot get them to resend them or get a refund every time I call them to figure out what's going on people just hang up on me and say there is no Is supervisor or manager on duty this as been going on seen 9/3 I do not want to items anymore from them that I just oder them from yeit themselves even though they cost me more now I just want a refund because I'll never be shopping at this store again

  Business Response

  Date: 09/11/2023

  Hello Better Business Bureau,
  
  The customer has been issued a full refund for the order.
  
  Should you need anything more,please just let us know and refer to incident 6028935.
  
  Sincerely,
  
  ********************
  
  ***********************;| ******** Center
  Ace Hardware Corporation | **** *************., ********* **, 60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

• Initial Complaint

  Date:08/22/2023

  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.

  Store#***** - ********************************************************************* Purchase 8/19/2023 4:44PM **** NO: ***************** Relief VLV/Gauge Adapter Assembly $42.99 I purchased a Hayward pressure relief value on Saturday 8/19 and installed the part immediately on my pool filter that evening during routine cleaning and maintenance. I also changed the 60 PSI pressure gauge during this time with tread seal PTFE ( Teflon tape). After cleaning and putting back together the filter, I ran the pump for a few hours without issue. Sunday 8/20 I also ran the pool pump without issue. Monday 8/21 I came home to water running down the street. I reviewed the pool pump and filter to find the new pressure relief value had failed. The seam where the molded plastic comes together had partially split. I pull apart the filter, bring the part to Ace Hardware, and I am informed by ***** they cannot exchange the part. I am told pool parts do not have a warranty. I explained it has been two days, that is not normal life expectancy for the part, I am told I can call ******* there is nothing they can do to exchange the part. I ask the associate (*****) who I needed to talk to to get the part replaced, he explains he is the person I should talk to. I feel like this is outside of the norm. He offers $10 off to purchase another part, at this point I give up and ask for the store managers name, he offers the name *******************. I shop at Ace Hardware because it is a convenient alternative to big box hardware stores and purchasing the items online which always have more competitive prices. I use Ace Hardware to save me time and hassle and I pay a premium for the service, which I am aware. I do not feel this is saving me time or hassle and I am really starting to reconsider the use of this store. I have been shopping at this store for four years and have received great service. This policy needs to change or it needs to be posted near the pool parts.

  Business Response

  Date: 08/23/2023

  Hello Better Business Bureau,
  
  We have reached out to the customer and they can bring the item back in for a full refund.
  
  Should you need anything further, please just let us know and refer to incident 6013144.
  
  Sincerely,
  
  ********************
  
  ***********************;|Ace Care Center
  Ace Hardware Corporation | ****************************************************************
  Phone: *****************
  Helpful is our Business Caring is our Commitment

• Initial Complaint

  Date:08/21/2023

  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 made a purchase from an Ace Hardware retail location in *******, **. Before making the purchase I referenced Aces return policy. Well, after I tried to use the shop vac once it kept shutting off and would not pick up anythingso it clearly does not work as instructed. I attempted to return the product to my neighborhood Ace store. When I asked for a return I was instructed that based on their return policy they would not take the return because it was opened. I asked the agent if I could have store credit and he completely denied my request. He wouldnt even try looking at the item. I informed them that their return policy listed does not specify tools, which contradicted the information they gave me, but they still refused. Confused, I contacted the Ace customer care line and was told their return policy is at the discrimination of each individual franchise location. I expressed that this was entirely unclear and misleading due to the fact their posted policy did not mention anything about tools, but he was not willing to concede its ambiguity and instead stated that I misread the policy. I would not have made my purchase from Ace had I known I would have so much difficulty returning the item. It is clear that the policy is intentionally vague and misleading. I am disgusted by these business practices and would like to warn any potential Ace customers of the risk associated with making a purchase from Ace and the companys disinterest in resolving customer service issues. Guys shop elsewhere.

  Business Response

  Date: 08/23/2023

  Hello Better Business Bureau,
  
  We have spoken to the store, since the item was used, there will be no refund issued.
  
  The store was willing to do an even exchange or even an exchange for one comparable to the shop vac the customer purchased, but the customer declined the offer.
  
  Should you need anything more, please just let ** know and refer to incident 6013011.
  
  Sincerely,
  
  ********************
  
  ***********************;|Ace Care Center
  Ace Hardware Corporation  |  **************************************; ********* **,  60523
  Phone: *****************
  Helpful is our Business Caring is our Commitment

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the Insulation from Ace on June 23, 2023, Order #********, $1,341.71 Order was delivered damaged, left under heavy rain and completely soak with water and it's unusable. I reported the issue to the merchant right away and they advised to dispose the item and they will issue the full refund. However, no refund was issued even after 30 days. Then I contacted the merchant again, and they advised they want the item back now. I did not dispose the item until refunded. Merchant scheduled 3 pick up dates and never showed up. We scheduled the last 4th attempt, the guy showed ** in a small SUV, unable to physically pick up gigantic and heavy insulations. Then merchant advised they can't pick it up or refund. All further communications after this incident were rejected by merchant and they just hung up the phone when I try to contact them again. I would like full refund

  Business Response

  Date: 08/18/2023

  Hello Better Business Bureau,
  
  After our research, we concluded that this order is not eligible for a refund or return reason being, the customer states the Order was delivered damaged, left under heavy rain and completely soak with water and it's unusable.
  
  The below is posted on acehardware.com in regard to Ship to Home Orders, he can file a claim with the carrier if he would like.
  
  Ship to Home

  If shipping is available, you may have the Product(s) shipped by carrier to an address in ***************** designated by you, as long as the shipping address is compliant with our applicable shipping restrictions and the Product is shipped either to you at your address or to a bona fide gift recipient at their address. Ship by carrier is not available if you purchase Product assembly.Shipment of Products by carrier is made pursuant to a shipment contract. Risk of loss for and title to such Products will pass to you upon delivery of the Products to the carrier. You agree and acknowledge that you are responsible for filing any claims with carriers for damaged and/or lost shipments. For more information on shipment by carrier, please review our Customer Service policies.

  The customer has spoken to our *************** numerous times and is aware there will be no refund.
  
  Should you need anything more please let us know and refer to incident 5964598.
  
  Sincerely,
  
  ********************
  
  ***********************;|***************
  Ace Hardware Corporation | ****************************************************************
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer Answer

  Date: 08/19/2023

   
  Complaint: 20489548
  
  I am rejecting this response because:
  Business refused return against their own return policy. I would like full refund for the damaged item.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/11/2023

  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 purchased a Toro lawn mower from the ************** Ace Hardware and after the 4th use it stopped working. They said there was water in the gas but that is not true as we used the same gas as the previous 3 times. I then had to pay to have a new mower repaired. The next time it was used the self-propelled stopped working. I am a senior citizen and have to have self-propelled as I have difficulty breathing. Now the mower won't start again. This is ridiculous! I need a mower that actually works. I don't have a truck to haul it all over the place to get it repaired. It is a new mower it shouldn't be having to be fixed after just a few uses. I want my money back to get a mower that works!

  Business Response

  Date: 08/15/2023

  ************ Business,
  
  We have worked with the store and reached out to the customer;they are taking the mower back to get a new one.
  
  Should you need anything more, please just let ** know and refer to incident 5997190.
  
  ***********************;|Ace Care Center
  Ace Hardware Corporation | ****************************************************************
  Phone: *****************
  Helpful is our Business Caring is our Commitment