Ace Hardware Customer Service Issues

Our school has a 50 to 65-yard long sidewalk where students often get soaked when it rains. We need a metal awning that is 8-9 feet tall and around 8 feet wide to keep them dry. Who wants to get into a wet vehicle? Not me! I need help applying for a grant for this project. The sidewalk is approximately 8 feet wide. For further questions, please contact me at [redacted]

I bought an Ace spade shovel last fall. I take good care of my tools, but the metal spade part broke and is cracking. When I went to my local store for a replacement, they refused because I didn't have a rewards card or use it to purchase the shovel. I left the store feeling frustrated, unhappy, and confused. Even though these stores are independently owned, I believe they should stand behind their products. The Ace logo is stamped right on the metal, so they should honor the warranty. While I understand wear and tear on a fiberglass handle, this shovel wasn't subject to misuse. The customer service representative I spoke to on the phone wasn't helpful and asked for a sales slip, which I didn't keep. This experience reflects poorly on both Ace and the store itself.

Upon discovering a pellet stove online, item #[redacted], that indicated availability at the local store, we traveled there only to learn it needed to be ordered. There were no stoves on hand. Subsequently, we tried to order online, selecting the desired item and applying a promo code (valid until the end of November [redacted]), which did not go through. The coupon offered 10% off a $[redacted]+ purchase, making the $[redacted] stove eligible for the discount. Resolving the issue of false in-store stock information and the promo code glitch is crucial for us to proceed with the online purchase. Despite the code not being accepted, receiving the 10% off due to the inconvenience faced at the store would be appreciated.

I would like to report an incident that happened at Ace Hardware in Maricopa, Arizona. My father had trouble returning an item as the cashier pressured him to get store credit instead of a refund, even though he clearly expressed his preference. He left the store without his refund or the purchased product, feeling discriminated against due to his limited English proficiency. We request a full refund for the toilet repair kit he bought on 12/4/[redacted] at 4:30. Please contact me at [redacted] to address this matter promptly.

Subject: Concern Regarding Propane Tank Purchase Ace Hardware Customer Support Ace Hardware [redacted] SE Petrovitsky Rd, Renton, WA [redacted] Dear Sir or Ma’am, I am writing to bring to your attention an issue I encountered with a recent purchase from the Fairwood Ace Hardware store in Renton, Washington. On January 5, [redacted], I bought a propane tank for my family's grill, which unfortunately leaked and caused distress to our family dog. After storing the propane tank in our garage, I noticed the leak overnight without any prior use. The next day, when my 10-year-old dog came into contact with the leaked gas, he exhibited concerning symptoms such as difficulty walking straight, stumbling, and vomiting multiple times. I promptly took him to the vet, who expressed surprise at his condition. This incident has raised safety concerns for me, and I believe it is essential for propane tanks to be securely sealed to prevent harm to both people and animals. While I have taken precautions, I wanted to share my experience with you to highlight the importance of ensuring product safety. Sincerely, Lauren Briggs

I had a frustrating experience I'd like to share. On February 28, [redacted], I made a payment by check and was contacted by customer service yesterday regarding the need for two signatures from the signatory. I couldn't understand why they needed two signatures when only one person owns the check. Normally, dual signatures are required for joint accounts labeled as "AND." They returned the check to me without depositing it to verify the signatures. This was inconvenient as I had already submitted it on February 28, [redacted], hoping for a quick clearance to receive my items. They seem to trust the teller who collects the checks from their store without validating properly. It has caused delays and uncertainty on my end. They mentioned a new memo from BDO requiring dual signatures on all checks, but after consulting two BDO branches, I found no such memo.

I am not sure if this counts as a complaint, but I'm facing an issue with the Ace brand folding lock back utility knife (part #[redacted]). I've purchased four of these knives over the past year because the clip keeps getting loose and falls out of my pocket. I appreciate how well the knife fits my hand, especially since it's hard to find one that suits me as a woman. I use it regularly at my flooring company in Arlington, WA, for various tasks that involve hundreds of uses per day. Tightening the screws on the clip prevents the blade from opening but doesn't keep the knife secure in my pocket. I've also tried bending the clip to make it sharper, but it hasn't helped. I prefer this knife and would like to find a solution as I don't want to keep buying replacements so frequently. Thank you, Jenny Bonner.

Concerns About Customer Service at Ashland VA Store A recent incident at the store around 11 am involved a manager or supervisor who may benefit from additional training on customer service. The situation upset both a woman who spoke up during the incident and my husband, who also reached out via email, expressing his concerns. To address this matter, I have emailed the store on April 6, [redacted], regarding the experience. While shopping for birdseed, I witnessed the manager, a man in his 30s - 40s with dark hair and a beard, loudly reprimanding a young employee. Another customer, a woman, also confronted the manager about his behavior towards the staff. As a loyal customer, I hope this feedback is taken constructively to maintain the positive shopping experience we have had at this store.

Good morning, I have two concerns to address. First issue, I came across an online promotion for "Stihl Dealer Days" at Elder's Ace mentioning deals until May 27th on chainsaws with a $20 discount on the Stihl MS-[redacted]. I visited the Chickamauga, GA Elder's Ace and bought the Stihl MS-[redacted], but there was no promotion applied. Can I receive the $20 rebate? Secondly, the Stihl MS-[redacted] chainsaw I bought had the chain incorrectly installed, I fixed it myself. Yet, this mishap should be noted for better product setup in the future. I have a photo of the chainsaw with the reversed chain, which I can share if needed. I seek guidance on the missing $20 discount. Thank you.

I reside in Vermilion, Ohio, and recently made a purchase in Huron, Ohio that I needed to return. Despite having everything necessary for the return, the manager was extremely rude in front of other customers and refused to accept the return due to having two similar items on display. The cashier opened the package and remarked that it was sticky, which was actually a pre-lubricated cartridge for a Moen faucet. Disappointed by the behavior, I decided to leave the store and will not be returning. Upon visiting the Vermilion store, I had no issues. Having lived in the area for 67 years and knowing most of the locals, this incident will not go unnoticed. Have a great day, as I certainly will.

Hello, I purchased a LAN Cable splitter at ACE Hardware in SM Batangas this morning and paid Php [redacted]. Unfortunately, I forgot to collect my change. When I approached the store for the forgotten change, both the cashier and the guard denied its absence. I am certain CCTV footage can confirm my forgetfulness. I find this experience incredibly frustrating. I would appreciate any assistance in resolving this issue and receiving my change as expected. Thank you.

I placed an order online for five items at Smith’s Ace Hardware in Mercerville, NJ on May 3rd. Despite being informed that one item was damaged and a replacement would be available by May 6th, the communication regarding the missing item has been lacking. I visited the store on May 6th as instructed but encountered rude customer service. The staff asked if I received an email, to which I explained it was a replacement order from earlier. Unfortunately, I was only told to wait for an email with no updates since. Despite contacting the store multiple times, there has been no resolution or further information about the missing item I paid for as of May 9th.

I recently ordered an accent swing set, and it was delivered to the store on FM [redacted] in Spring, TX. Unfortunately, I received a call informing me that the item was damaged upon arrival. The store manager advised me to contact the online order department. Despite several attempts, I was unable to reach them as I was hung up on more than four times. When I asked the store manager to order a replacement, I was informed that it wasn't possible. Later, I received a message indicating that my order was ready for pick up, but upon arrival for curbside pickup, I was told that the product hadn't arrived due to human error. The lack of accountability and failure to resolve the issue promptly has left me extremely disappointed, especially as I won't receive the item in time for Mother's Day. Despite reaching out to corporate with no response, this negative experience has solidified that it will be my last time shopping at Ace Hardware. Thank you.

I purchased a Garden Weasel at my local Ace Hardware store through your website using PayPal. When attempting to return it today, I was directed to contact you since the purchase was made via PayPal. I have tried emailing the address listed on your site, but have encountered errors each time. Additionally, my phone call was transferred and then disconnected. The employee at Sagamore Ace Hardware also attempted to contact your company for a refund but there has been no response. The order number is [redacted]–[redacted], with SKU [redacted], and the total payment was $30.80. The item was bought from a store nearby, not shipped, so there are no shipping charges involved. I simply wish to return it and have the charge removed from my debit card.

I ordered a patio set for pickup, but the store had no stock despite the inventory showing otherwise. The staff agreed to cancel the order but failed to do so. After waiting on hold for over 2 hours and 55 minutes, I got through to cancel, but they mentioned it would take 5 days to refund. Why can they take money instantly but need days to refund? Now I've been on hold for over 3 hours in total. This situation highlights three issues: 1. Inventory control failure, 2. Charging for unavailable items, and 3. Unacceptable customer service wait times (# 25 in line with a 3-hour wait). I urge Ace Hardware to hire more staff. I request a refund today as this experience has been extremely disappointing.

On April 30, I placed an online order (#[redacted]0) for a total of 9 items for curbside pick-up at the Derby, NY store. On May 2, I received an email stating the items were not in stock at the store but would arrive from the warehouse the following week. Subsequently, on May 6 or 7, I was informed 3 items were shipped directly to me. Despite contacting the store on May 9 to inquire about pick-up, the 5 remaining items were still awaited the next week. Multiple follow-up calls yielded no delivery and just reassurances due to system strain. Today, upon attempting to pick up, I was informed the whole order was canceled. I didn't cancel the order nor received any notification. This situation is distressing as I needed the lawn fertilizer, spotlights, and wall board joint compound for essential tasks. As a person with severe mobility challenges, online ordering was my preferred method, but this experience has been disappointing. Considering exploring alternatives like True Value or Lowes.

From Grant P. in Shelby Township, Michigan: I had a frustrating experience with your store's curbside pickup. We placed an order for a specific item online, went to the designated location after receiving confirmation, but upon arrival, discovered the store didn't carry the item. Despite providing information to the store staff, we waited for 30 minutes in the heat. The store contacted our home phone instead of our cell where calls were forwarded. As a diabetic, the delay affected my meal schedule and blood sugar levels. We were very disappointed with the ordeal. We ended up purchasing the items from another store with a much smoother curbside pickup experience completed in less than five minutes.

I reside 4 miles away from the Ace Hardware store located on Sullivan Trail in Easton, PA [redacted]. I used to enjoy shopping at this store when it was known as Cantelmi. The staff was knowledgeable, friendly, and helpful. However, since the store changed its name to Rocky, I have noticed a decline in customer service. The current employees seem uninterested, rude, and impatient with customers. During my recent visit, the cashier left the register to chat with a coworker about a TV show, leaving customers waiting in line. Their lack of professionalism has been a concern shared by myself and my neighbors. It seems that other residents have also experienced poor treatment from Rocky employees, with some even vowing not to return. It may be beneficial for the staff to undergo customer service training and for a supervisor to ensure that proper protocols are followed.

I recently visited the Warwick Avenue store in Cranston RI and had three encounters with an extremely sarcastic employee. She seemed to have a disdain for customer service. During one visit, while buying a high-end Weber Grill, I inquired about the features, and she responded by sarcastically shuffling around and reading the information as if implying I couldn't read. Today, when I waited for her to finish and then engage with me, she looked up and rudely asked why I was staring at her. Her attitude is unpleasant and unsuitable for customer interactions. Perhaps her skills would be better suited for tasks in the back room, like unloading trucks. Thankfully, the other employees at the store have always been friendly and helpful during my frequent visits.

I recently placed an order for mason jars for canning and some other home improvement items. I tried to increase the quantity of jars in my order but did not receive any response to my email inquiry. When contacting them via phone, I was left on hold for over an hour and got no answer. I also attempted to reach out using Gethuman without success. After a week of waiting for a shipping confirmation email, I decided to look for the items on other websites where I found them at lower prices. I requested to cancel my order with Ace via email. Although they promptly replied that cancellation was not possible since the order had not shipped, I was informed I could refuse delivery or return the items with the exception of shipping costs. Despite this experience, I will retain the items but will avoid making future purchases from their website. I want to clarify that my dissatisfaction is solely related to the online platform, as I have always been satisfied with their brick-and-mortar stores.