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.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:07/26/2023
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.
May 2023 I went and bought some conduit a May ******************************************************************************** with a friend of mine we picked out what I needed for what for wiring from my house to the pool and I bought conduit and wire and a bunch of other stuff I left got home I'm a single woman I'm just new all this construction stuff so I'm told that I didn't need the wire the wires in the ground I need to connectors so after work a few days later I went back and oh my back is up before I left the store they told me that I couldn't rip it open keep it open or else they couldn't return it fine so I went back to the store and immediately told it this is not going to be returned and I said I want to talk to your manager in the same guy came up and he's absolutely dead set that that he is not going to return it and I said there's absolutely no reason for you not to return it I have the receipt here's the product nothing's ripped there is a hole for my fingers grabbing on to heavy wire I have pictures I downloaded there is absolutely no reason for him to talk to me call me he called me a dirtbag and you people cut wire and then steal it and you bring it back in here and other people can lose their money and I don't know where he's coming from I work hard for my money I pay for the wire I just wanted to return it and get some other stuff he then through everything else that I was going to buy into another basket and told me that I was my money was no good there I went outside and called the police on him that's how bad this situation was out of line I don't know what else to say I can get the police report to get the exact ************* and it was nothing the police could do but the resolution to this is not having that guy working in the store but I want an apology and I want to be able to go back in there turn this wire in with the conduit and get my money right there and not have to wait for them to put it back on my card because t
Business Response
Date: 07/27/2023
Hello Better Business Bureau,

Our Ace stores are independently owned and operated therefore return policies are set by the individual store.
I spoke with the store, their return policy is posted at the bottom of the receipt stating, 30 Day Return ************************* Packaging Unused Merchandise. As she stated, she was informed when she purchased the item that it would need to be completely sealed if she needed to return the product. The reason the refund was denied is due to the open packaging.
Sincerely,

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

***********************;| ******** Center
Ace Hardware Corporation | ****************************************************************
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:07/24/2023
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.
Last week, I located an item, listed for sale on the Ace Hardware website, which I need to purchase. I attempted to order this item via my local store, but despite their best efforts, the system will, for unclear reasons, not permit them to order the item. At that time, I attempted to contact *** Hardware directly to place this order, but they have thus far failed to respond to multiple e-mails and phone calls. I regret the necessity of involving an external agency in this situation, but it's not clear how I'm supposed to contact *** given their current behavior.Important note: My local store has given me nothing but excellent assistance and advice, and this complaint pertains to the actions of Ace corporate ONLY! Do not bother the store with this unless you're ready to ship my order to them! Thanks!
Business Response
Date: 07/31/2023
Hello Better Business Bureau,

The store was able to have the item the customer requested shipped to the store.

We did reach out to the customer in an e-mail letting him know and requesting a phone number the store can reach him at once they receive the item, we have not heard back.

Should you need anything further, please let ** know and refer to incident 5971358.

***********************;|Ace Care Center
Ace Hardware Corporation | ****************************************************************
Phone: +1 (888) 827-4223990- 1191 | Email: ***********************************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 07/31/2023
Complaint: 20370642

I am rejecting this response because:
The specific resolution requested was contact by e-mail. It is not clear why ******** chose to instead call a local store, and place an order without my involvement, prior to contacting me.
Additionally, I did check with my local store, but they have no record of the allegedly placed order or shipment.
While I would have still purchased the requested items if they had been in stock today, this has now taken so long that I have located an alternative & less expensive supplier for this project, and I must regrettably move on from Ace. It will no longer be possible to resolve this complaint.
Business Response
Date: 08/01/2023
Hello Better Business Bureau,
Per the customer complaint he stated Do not bother the store with this unless you're ready to ship my order to them!Thanks!. We had to contact the store in order for them to place the order and have it shipped to them.
I spoke to ***** the store manager at ********************, on 7/25/2023. She was aware of who this customer was, he had come into the store for item *******, they couldnt order it at that time. They were able to place the order while we were on the phone.
His request was to be contacted by e-mail, which we honored. We sent an e-mail to the address in the complaint, ********************** on Tuesday July 25, 2023 at 8:17 AM, letting him know the store was able to get the item shipped to them with the stores address. We requested a phone number so that the store may have contacted him when the item came in. He responded back on Tuesday, July 25, 2023 at 4:56:56 PM with. I specifically asked that you not bother my local store with this. Did you even read the entire message?. We replied back on Wednesday July 26, 2023 at 9:26:26 AM, with...Hi ****,Yes, we did read the entire message, you stated in the complaint Do not bother the store with this unless you're ready to ship my order to them! Thanks!. Due to security concerns and data compliancy issues, Ace Corporate staff cannot place orders on behalf of the customer. We are not allowed to take credit card information over the phone. We must contact the store to have an item shipped to them and to place the order. If you would like for us to cancel the order, just let us know. If not, a phone number would be appreciated, so the store may call you once they receive the item. We have not heard back since.
Sorry this issue has caused him to go elsewhere, we wish him well.
Should you need anything further, please just let us know and refer to incident 5971358.
Sincerely,

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

***********************;|Ace Care Center
Ace Hardware Corporation | ****************************************************************
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 08/02/2023

Complaint: 20370642

I am rejecting this response because ALL YOU HAD TO DO WAS SEND ME AN E-MAIL. Had you followed written instructions this would have been resolved quickly.
This matter is closed. Do not contact me again.
Sincerely,

*************************
Initial Complaint
Date:06/20/2023
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.
Ace Hardware CONTINUES to send me UNSOLICITED MARKETING EMAILS! I HAVE CALLED, WRITTEN, EMAILED AND FILLED OUT ONLINE OPT-OUT REQUESTS. ALL OF MY REQUESTS HAVE BEEN IGNORED!! I AM NO LONGER AND WILL NEVER BE A CLIENT OR CUSTOMER OF ACE ******************** AGAIN DUE TO THE NON-STOP HARASSMENT VIA EMAIL!
Business Response
Date: 06/26/2023
Hello Better Business Bureau,

We sincerely apologize that the customer had continued to receive e-mails after we had spoken, was an issue on our end, they have now been completely removed.

Sorry for any inconvenience this may have caused.

Should you need anything further, please just let ** know and refer to incident 5898910.

Sincerely,

***********************;|Ace Care Center
Ace Hardware Corporation | ***************************************************************, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 06/27/2023

Complaint: 20213453

I am rejecting this response because: Ace Hardware had promised in a prior complaint that I would no longer receive marketing emails. This clearly was not the truth as the emails continued. Therefore, I have no reason to believe they will stop with this complaint.

Sincerely,

*****************************
Business Response
Date: 06/28/2023
Hello Better Business Bureau,

We sincerely apologize that the customer had continued to receive e-mails after we had spoken. We show he should not have received anymore since we replied on 6/26/2023.

We are truly sorry for any inconvenience this may have caused.

Should you need anything further, please just let ** know and refer to incident 5898910.

Sincerely,

****************** | ******** Center
Ace Hardware Corporation | ********************************, ********* **, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 06/28/2023

Complaint: 20213453

I am rejecting this response because: After my initial complaint, Ace Hardware stated that I will no longer receive any emails. This was not the case as the email continued. I have no reason to believe they are being truthful this time.

Sincerely,

*****************************
Initial Complaint
Date:06/09/2023
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.
order 40310151-40310178 I ordered 3 bags of fertilizer after 2 days I got email notice that only 2 bags are being shipped with NO explanation of the incomplete order. I have read all the terrible reviews about this **** league company and i understand that they are struggling and really a failing organization, strictly speaking if they were ACE Airlines I doubt they'd be competent enough to fly a cargo plane full of toy rubber dog s*** out of *********! I now have to contact Am Ex to research any fraudulent charges levied by this company.
Business Response
Date: 06/20/2023
Hello Better Business Bureau,

We apologizer this was not responded to sooner, it states this was the second reminder on this issue, we did not receive the first request.

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

Should you need anything further, please let just let ** know and refer to incident 5915229.

Sincerely,

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

******** M | ******** Center
Ace Hardware Corporation | **************************************; ********* **, 60523
Phone: ***************** ***********************************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 06/21/2023

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:06/08/2023
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.
On 6/6/23, I placed an order on Ace Hardware's website. Two items were available for store pickup, but one was not available so I chose "ship to home". After making the purchase I realized I was charged $211.80 shipping on an item that cost $279. I immediately followed the link on the email to request cancellation of the item, or an alternate shipping option.Today (6/8) the item arrived and I was not home to deny delivery. I called customer service and they said there is no way they can refund shipping or offer any sort of credit. When I asked about my cancellation request the customer service representative said that they probably had not read the email yet. I asked if I could return the order, but the customer service rep said I would still have to pay the shipping. I am asking that Ace Hardware refund the shipping or offer a store credit. Ace Hardware directed me to the website for "questions about my order", and did not warn the customer that this customer service my not be read or responded to before an order ships. At the very least they could let customers know that any issues with an order must be handled on the phone since they do not check the email they direct you to. Thank you.
Business Response
Date: 06/09/2023
Hello Better Business Bureau,

We have contacted the customer and have issued a full refund for the shipping charges.

Should you need anything else, please just let us know and refer to incident 5904629.

Sincerely,

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

***********************;|Ace Care Center
Ace Hardware Corporation | **** *************., ********* ** 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 06/13/2023

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. I appreciate the Ace's prompt response and resolution.

Sincerely,

***************************
Initial Complaint
Date:06/05/2023
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 CONTINUE to receive spam/marketing emails from Ace Hardware. I have requested to OPT-OUT of ALL COMMUNICATIONS several times. I have called, written and completed MULTIPLE OPT-OUT requests. ALL OF MY REQUESTS HAVE BEEN IGNORED! I FLATLY REFUSE TO DO BUSINESS WITH ACE HARDWARE IN THE FUTURE DUE TO THEIR CONSTANT EMAIL HARASSMENT!
Business Response
Date: 06/08/2023
Hello Better Business Bureau,

We have reached out to the customer, and they have been removed from all communications.

We are sorry for any inconvenience this may have caused.

Should you need anything further, please let ** know and refer to incident 5898910.

Sincerely,

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

***********************;|Ace Care Center
Ace Hardware Corporation | ***************************************************************, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Customer Answer
Date: 06/09/2023

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, if I receive further communication in ANY FORM from Ace Hardware going forward, I reserve the right to file additional complaints.

Sincerely,

*****************************
Initial Complaint
Date:05/29/2023
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.
My father ordered a coffee pot and it was defective. We promptly notified them to return the item. He is disabled and not able to drive at the moment. We requested to ship the item back. They refused and did not listed to our repeated requests to ship the item. They insisted we go to a store an hour away. We asked to speak to a supervisor multiple times and were promised a return call but it never happened. We waiting in hold today for one for 3 hours before they disconnected **. Send ** a label and refund ** or just refund **. This is unbelieveable.
Business Response
Date: 06/01/2023
Hello *******,

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

I want to truly apologize for the inconvenience this issue has caused, as we did not follow through on resolving your defective order properly. We did not provide the amazing customer service that Ace ********************** is known for.

I submitted the credit today for $107.45, this will go back to your original form of payment (Apple Pay). I would like to also send you a $10 e-gift card to use on a future online order. This will be emailed to ********************* You should receive this next week, as I will submit the request today.

I hope you will consider giving Ace Hardware another chance, with your online shopping needs.

Please contact ** if you have additional questions.

Have an Ace Amazing Day!

Kind Regards,
************** | ***************
**************
Helpful is our Business - Caring is our Commitment.
Initial Complaint
Date:05/27/2023
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 asked an employee to help me find a bolt. He said they tell me they dont pay me enough to help a customer. I said what happened to the customer coming first? A young lady helped me she was real nice. She said he has been telling people that all day.
Business Response
Date: 05/30/2023

Hello Better Business Bureau,

We have reached out to the customer and the issue is being addressed at the store.

Should you need anything more, please let us know and refer to Incident 5888151.

Sincerely,

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

Ace Hardware Corporation | ********************************* ********* **, 60523
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:05/20/2023
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.
u have two of the nastiest people working in your ****** ** store I tried to do an Amazon return and they were so nasty to and treated me like an idiot. First, they said theyd help me and then talk to me like Im an idiot again because it doesnt specify that the difference between a store on Amazon or an access point and its the closest one to where I live. these two people need to be fired. It was a really nasty lady with dark brown hair and then a really old lady who spoke to me they need to be fired. If they dont take unwrapped packages LIKE Amazon stores do they need to say so and not go back and fort
Business Response
Date: 05/22/2023
Hello Better Business Bureau,

We have tried to reach the customer with phone number provided but get a message, your number cannot be completed as dialed please check the number and try again.

We have reached out to the store, if the customer would like to discuss the issue further, please have them give ** a call at ************ and refer to incident *******.

Sincerely,

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

****************** | ******** Center
Ace Hardware Corporation | ****************************************************************
Phone: *****************
Helpful is our Business Caring is our Commitment
Initial Complaint
Date:04/27/2023
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.
We went into the ************ location to see if they had a auto key in stock. We needed it that week and stopped in there first before planning to go to the ********** turned out the vendor/distributor was there and after checking with an Ace employee found it was not in stock but we were assured it would be there in 3-5 days (Friday at the latest) so we went ahead and bought from them. Since then we have called repeatedly in the last two weeks and the man who we get directed to has not only refused to tell ** where it is OR when it will be there but also that it wasnt his problem. Well, when you take money (200$) from a customer and refuse to provide what they paid for- its theft. There needs to be an investigation into the staff at this store and location.
Business Response
Date: 05/03/2023

Hello BBB,
The below was sent back to the BBB on 5/1/2023 in regard to this issue.

Sent: 5/1/2023 12:09:07 PM

From:
***********************
To:
BBB ******* ***** ********************************** to Complaint

This message originally read on 5/1/2023
Hello Better Business Bureau,

We have reached out to the customer and unfortunately, he has canceled the order.

In regard to the service he had received, we do apologize, and have reached out to the store to discuss the issue with them.

Should you need anything more, please just let ** know and refer to incident 5838578.

Sincerely,

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

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

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Ace Hardware Corporation is NOT a BBB Accredited Business.