Complaints

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

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Elder’s Ace Hardware has 37 locations, listed below.

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  Highway 58 - Elder's Ace Hardware

  4921 Highway 58 Chattanooga, TN 37416-1895

  
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  East Rome - Elder's Ace Hardware

  610 Shorter Ave NW Rome, GA 30165-4283

  
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  Dayton Blvd - Elder's Ace Hardware

  1870 Dayton Blvd Chattanooga, TN 37405-2095

  
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  Southside - Elder's Ace Hardware

  2700 Broad St Ste 100 Chattanooga, TN 37408-3121

  
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  East Ridge - Elder's Ace Hardware

  3502 Ringgold Rd Chattanooga, TN 37412-1208

  

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:05/13/2025

  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.

  Purchased numerous gals of paint and other items from the Trenton, GA Elder's Ace location and never had any issue- then i ordered a simple exterior semi gloss white gal of paint on line. Drove to the store and the person at the front looked in the paint department - nothing. Then went to the back of the store and she asked a young man if he had the paint. He never answered and we started to walk back to the front and he then sarcastically said" I have a gal of paint back here." He handed it to me - didn't say thank you or anything. Did not offer a stir stick-a opener - nothing. I left and drove back home and opened the paint and it was PINK. I thought it might need to be stirred- so I did for 15 mins. It was still not mixed properly and light pink and as thin as milk. I contacted the store and with three different email replies - from 3 different people I was told they would replace the gal of paint and bring it to me. Its been 14 days now and i still have not received anything from ACE but false promises. Remember this is the store that advertises they will make sure you get ALL the items you need when painting or they will bring them to you . This is a lie and the store has done nothing to correct my issue, I have wrote there Corp. Office and shared this terrible experience and am going to file a complaint with the local chamber of commerce as well. Terrible experience-terrible product and to make it even worse promises to correct my issue but NOTHING EVER DONE. New to this area but never been to a worse ACE Hardware store - ZERO concern for there customers satisfaction.

  Customer Answer

  Date: 05/14/2025

  Ace brought a replacement gallon of paint today and a free paint brush.
  Although I hate it took getting you involved to get some kind of action
  from them - I do greatly appreciate your help. Please close my complaint
  and list it as resolved.
  

• Initial Complaint

  Date:10/24/2024

  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.

  On September 29,2024 I purchased a STHIL backpack leaf blower (Br 200) online from the *** ******** website. It was available as a store pickup at *** ******** store located at *** ******** *** ********* *****. Upon arrival at the store I was advised to come inside to pick up the item.
  
  The store clerk had me sign for the blower confirming the purchase and then he proceeded to placed fuel inside the blower to prove it was operating normally prior to me leaving. He later advised me on the product warranty.
  
  I waited approximately three weeks prior to using the blower at home.
  
  On 10/20/2024 while doing some yard work I decided to use my new blower. The blower was not blowing strong enough to move the leaves or grass. I immediately knew that I would need to return this blower. I checked *** ********s’ website for the return policy. Their website states there is a 30 day policy on the returns.
  
  Still within that 30 day return period On October 21 2024 I called the store in reference to returning the blower.
  
  I was told I only had 7 days to make the return . I referenced the 30 day return policy that is posted on their website.
  
  He place me on hold and came back and said that they are following the STHIL company return policy. I questioned the clerk on why he would follow the STHIL policy when I purchased the product at the store.
  
  I understand STHIL is a brand product, however I didn’t purchase a blower from STHIL. I purchased it from *** ******** store, a store with their own return policy posted. *** ******** is failing to follow their own policy and that’s doing business in bad faith.

  

  Business Response

  Date: 10/28/2024

  We are very sorry that Ms. ******** had this experience at our Dallas, GA store. Upon receiving the complaint, our District Manager was contacted immediately. He then contacted the Dallas store manager, and then contacted Ms. ******** to explain that the store associate who responded to her is obviously in need of better training on how to handle these type situations. Our District Manager asked Ms. ******** to contact our Dallas store manager for a full refund, and she agreed to do so.