Ace Hardware Customer Service Issues

I would like to report an incident that occurred at the Mineola, Texas Ace Hardware involving an active duty military soldier who was denied a free fishing license, per Texas Wildlife regulations. Despite showing the store employee the policy on the website, he was rudely treated and insulted. As a military parent, I am deeply disappointed by this disrespectful behavior towards the brave men and women who serve our country. I urge Ace Hardware to address this issue promptly to uphold a positive and inclusive environment for all customers.

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I would like to address my recent experience with Ace. I placed two orders at the S Academy store in Colorado Springs, CO. Unfortunately, both orders were cancelled on 8/12 after being told the items were in stock when they weren't. To date, I have not received a refund for the total of $32. When reaching out to Visa, I was informed that Ace needed to initiate the credit process. I am disappointed with the handling of this situation and would like it resolved promptly. I have been a loyal customer of Ace and have spent a significant amount of money with the company. I provided all the necessary details to assist in resolving this issue efficiently. I look forward to a quick resolution and would appreciate confirmation via email once it has been rectified. Thank you for your prompt attention to this matter.

I am a resident of Duncan, Oklahoma, and I usually patronize the local Ace Hardware store. However, my recent experience on October 23, [redacted], was disappointing. I bought a battery charger at the beginning of June this year and have only used it a few times. Today, when I tried to use it, it didn't work. Despite having the receipt, Ace Hardware refused to accept the return because it had been four months since the purchase. I believe that a quality product should last longer than four months, especially when it costs $80. I expressed my dissatisfaction to the store manager, who mentioned that Ace didn't manufacture the product. Regardless, I emphasized that Ace should still be responsible for products they sell. I plan to speak to David George at Ace Hardware in Duncan, and if they don't resolve this issue, I will no longer be a customer. Although I don't make significant purchases there regularly, I choose Ace due to their reputation for selling quality items.

Yesterday, December 30, [redacted], I placed an order for three electrical boxes online with Order #[redacted]6. To my disappointment, when I went to the store located at [redacted] D N Main in Roswell, NM, they were out of stock. I initially ordered online to avoid COVID-19 lineups, only to end up waiting in line at the store - the very situation I was trying to prevent. Although I was charged $24.23 immediately, I am puzzled as to why it takes longer to receive a refund. Can Ace Hardware Store please return the $24.23 to my debit account? Additionally, I was informed that the store does not have an estimated restock date for the items I wanted. After returning home, I ordered the boxes through Amazon, with delivery scheduled for January 5, [redacted]. Thank you, H. Porter

I am having trouble processing a request on the ACE Hardware website. Can someone assist me with finding the "Reserve Capacity" for the Deka Marine Master 12-volt [redacted] CCA Deep Cycle/Starting Battery Item no. [redacted]|DP24? This information is not provided in the online description, but it is crucial for my installation plans. I cannot access the store to check the details myself, so your help is greatly appreciated. Additionally, I am unsure if I need to adjust the cable gauge for a parallel connection. The current cable gauge measures a 3/8" outside diameter and I believe it is a 4. Any advice on whether I should increase the diameter for the new setup would be helpful. Thank you for any assistance you can provide.

I purchased a new Weber grill online from Ace Hardware located at [redacted] [redacted] Water St, Sauk City, WI [redacted]. I requested assembly and was notified within 30 minutes that it was ready for pick up. I suspected it might be a floor model due to the quick turnaround. Confirming this with the store, I was assured a new one would be assembled. However, upon pick-up 3 days later, it was evident that the grill was indeed the floor model. The scuffed wheels and marks inside the lid were tell-tale signs. It's disappointing that Ace Hardware was not transparent about providing a floor model instead of a new one. This experience has left me unsatisfied with their service. Thank you, Deb Z.

I would like to share my recent customer experience at Ace Hardware in Saint Albans, Vermont. I placed two separate orders online, one on 4/19/21 and the other on 4/21/21, for store pick up. On the first visit, I encountered some confusion at the checkout counter regarding my online order. Despite this, I appreciate Desiree's efficient service during my second visit. However, I was disappointed by the lack of acknowledgment after signing for my item. Witnessing gossip between employees in front of customers is unprofessional. While this experience has bothered me, it won't deter me from shopping at this store. I believe a diversity training may be beneficial for the staff. Despite these hiccups, I wanted to express my feedback. Thank you for your attention.

I have encountered a recurring issue with redeeming rewards coupons received in the mail. This time, the offer was for a pair of Ace gardening gloves at a discounted price of $.99, which seemed like a great deal. However, upon visiting the store to claim my gloves at the specified price, I was informed that they did not carry the item. The clerk explained that they never stocked the gloves in the first place. When questioned about the inconsistency with the reward card, the response was dismissive, indicating that the purpose was to attract customers to the store. While I understand the marketing strategy, I feel disappointed by the lack of transparency and the inability to fulfill the advertised reward. This situation has happened on multiple occasions, leaving me unsatisfied with the redemption process.

It seems that the Ace Hardware website is experiencing serious issues lately. While attempting to place an order online, I encountered a frustrating situation. I was almost done adding 12-15 items to my cart when suddenly I couldn't select home delivery. Instead, I received a message from a virtual assistant asking me to rephrase my query, which I hadn't even asked. It became impossible to input my address correctly. This lack of functionality is disappointing, making me question the level of customer service provided by Ace. I no longer consider myself an Ace customer due to this negative experience. It's advisable for others to avoid online shopping at Ace to save themselves from similar troubles. Perhaps this feedback will reach a sympathetic representative who can offer an apology for such a dreadful shopping ordeal. Some acknowledgment and a refreshing drink would be appreciated after feeling let down by a company I once trusted.

The Ace Hardware near my Sahuarita, Arizona home has provided an extremely disappointing experience. I purchased a $[redacted] grill on June 4, [redacted], with the expectation of it being assembled and delivered by the following Tuesday or Wednesday. However, as Wednesday ended, there was no grill and no communication. Multiple attempts to contact Ace resulted in being put on hold indefinitely without resolution. Upon visiting the store, I was informed the grill was assembled but not delivered or connected to my natural gas line. Promises of delivery went unfulfilled, and the manager, Jorge, was unprofessional and disrespectful. Despite giving specific instructions for the hook-up during the purchase, the grill remained unconnected until our gas company intervened. The poor customer service and lack of follow-through have led me to take my business elsewhere, as I have never felt so disrespected as a customer. - Cindy

I'm writing to express my disappointment with the Ace Hardware store in Old Town Alexandria, VA. Having recently moved from MN, where I had positive experiences with the Ace Hardware stores there, the service at this particular location fell far below expectations. Despite being convenient to where I now live, the customer service at the Old Town Alexandria store has been consistently poor. The tipping point was when my husband and I spent over 1.5 hours in the store without assistance, as the only staff member in the department was reportedly on break. I observed an employee purposefully avoiding our aisle, which left me feeling undervalued as a customer. Following this experience, I have decided to avoid this store altogether and will go out of my way to shop at Home Depot or Lowes, where I have received better service. I believe it's important for both the Alexandria, VA store and Ace Hardware corporate to be informed of the inadequate service provided.

On July 9th, my mother, wife, and I visited Elders Ace Hardware at [redacted] Ringgold Rd., Chattanooga, TN [redacted]. We needed keys for a car and were unsure if a chip was required. Cheryl, the associate, confirmed that after researching, a chip was not needed for the new keys. She cut the key, and it worked perfectly without a chip. Cheryl was friendly, knowledgeable, and made our first visit pleasant. Kudos to Cheryl for her great service! Her expertise ensures we will return for all our hardware needs. I hope she is there for our next visit; she is a superstar for your company.

I paid Zimmerman's Ace Hardware $[redacted] for a tractor repair based on their assurance that it would work. However, the tractor they returned to me was still not functioning. Despite giving them two more chances to fix it, the tractor continued to be faulty upon each return. It seems that Ace misjudged the issues with the tractor and repeatedly requested more money to address the problems properly. Disappointed with their service, I sought a second opinion from Gladhill's Tractor who identified multiple engine and transmission issues that Ace had overlooked. Gladhill's confirmed that Ace had indeed misdiagnosed the problems, leaving me with a non-functional tractor after spending $[redacted] on repairs. I am now seeking a refund from Ace for their inadequate service.

I recently bought a can of ACE Glossy Black paint from the ACE store in Sandwich, IL. After it dried, it had a whitish grey haze that persisted even after multiple coats. The store staff was unhelpful and claimed that the haze was normal for glossy black paint, despite it not matching the color on the lid. After some resistance, I managed to get a refund. It seemed like the issue might be related to the propellant causing the hazing. I wanted to share this quality concern with the store, hoping they would investigate further.

Today, around 4:00pm, we visited Ace at [redacted] N Knoxville in Peoria, IL, to purchase paint. We specifically chose Ace because we received a $5 coupon in the mail valid on ANY purchase. I needed spray paint cans. At checkout, the price was two for $7 due to a sale. I tried to use the coupon but was informed it couldn't be applied to sale items. I mentioned we received the coupon as Ace Rewards members, but was still unable to apply it. I expressed my disappointment and stated I would consider shopping at Tru Value in the future, finding Ace Rewards program to be ineffective. After reviewing the coupon, I found no mention of it not being usable on sale items. This incident occurred at store [redacted], where I've been a loyal customer for years. This experience is disappointing. - G.U.

I would like to express my positive experience with ACE Hardware and provide a compliment. I want to commend them on their exceptional customer service at various ACE Hardware stores, including ACE Cortez and Durango, Colorado, as well as Canyon, Texas MESA Dave's and Apache Junction Frontier ACE stores in Arizona. Despite being conscious of prices, I appreciate the value of quality customer service and am willing to pay a little extra for it. During my visits to Mesa, Arizona, I found the service at Dave's ACE and Apache Junction Frontier ACE to be outstanding, surpassing that of other big companies in the Phoenix area. I believe ACE Hardware deserves recognition for the excellent service provided at these specific locations. I am a winter resident in Arizona and spend my summers in Colorado. This is just a compliment from a satisfied customer. Thank you, Robert Fury.

I was disappointed with the $5 off coupon for "regular priced merchandise." I purchased 2 50-pound rock salt bags and 2 birdseed bags 2/$20. The birdseed was on sale, so the coupon was not accepted, even though my total was over $40. I am tired of trying to figure out how to use your coupons effectively. Please stop sending me mail ads and remove me from the rewards program. My name is Larry O., member #[redacted]2. No need to email me, just remove me. I will shop at Home Depot instead. Thank you, Larry O.

I had a concerning experience at Ace Hardware in Richland, Washington. Despite being a regular customer, I was treated poorly for having a backpack. The staff sent individuals to intimidate and bully me, which was unwarranted as I was simply filling out a purchase form. The handling of the situation was unacceptable, leading me to leave without making any further purchases. I will not return to this store and will advise others, including my friends in construction and crafting, to also avoid it. The approach taken by the staff towards customers is inappropriate, and their attempts to intimidate only reflect poorly on the store's customer service. My intention to buy the washers was solely to prevent any accusations, not because of the treatment I received. I am disappointed in how I was treated and will voice my concerns to others to discourage them from supporting this store.

March 23, [redacted] 42 Pasadena Drive Mercerville, NJ [redacted] Ace Hardware Customer Service [redacted] Kensington Court Oak Brook, IL [redacted] Dear Sir or Madam, I am reaching out regarding the Celebrations Golg LED light products, and unfortunately, they have not met anyone's expectations. With a 7-year guarantee in place, it seems that many customers, including myself, are facing issues with the poor quality of the LEDs. While it's commendable that if one light goes out, the others stay lit, the overall LED quality is lacking. I have extensive experience working in electronics for over 50 years, and good quality LEDs typically last for many thousands of hours, far exceeding just a couple of months. I have attached a spreadsheet detailing all the purchases made since the end of November [redacted], including returning items to ensure they all match. Specifically, we have purchased SKU# [redacted] C6 WW 100CT sets, with 9 sets in the tree outside our house. One set is completely out, and it doesn't seem to be an issue with the fuses, possibly a wire damaged by a squirrel that I will need to inspect once the string is down. I am disappointed by the situation, especially considering the $[redacted] spent on getting the strings installed in the tree, as I am retired and unable to climb. I am hopeful for your prompt response to this matter, as I believe the local store may not be fully responsible for the product quality they are provided. Best regards, Richard Frankenfield Email: [redacted]