Ace Hardware Avis 

ACE HArdware chat serive is trash. Luis L sucks at his job and needs additional training.then he ended the chat abruptly..so rude

Bad customer service. Was treated disrespectful.

​Poor Customer Support and Flawed System
​Shopping here was a complete waste of time. The website had a deal that I couldn't order online—it kept declining two fully covered payment cards. It also defaulted to a store over 50 miles away, ignoring my local branch that actually had the item in stock.
​Once in the store, staff refused to price-match the online offer, and customer support completely ignored my inquiry. To top it off, they couldn't even refill my propane tank. Unsatisfactory service all around; I won't be returning.

First time buying from Ace Hardware’s website. Purchased an Ego mower (Labor Day sale) for pickup at a specific store that had it in stock so that I could pickup next day. Order confirmation email indicated the same. The next day an email came saying that now it would be the following week. Called customer service they can’t change the store. Their solution cancel the order and choose a different store. I said okay as long as you know the price has gone up you’ll have to change it. Apparently completely ignored me. Okay sir I’ve cancelled the order now you can order from another store. I said no you’ll have to order it because it’s gone up $180. Oh, I can’t do that. Screwed me out of the lawnmower I wanted at the price I paid. Corporate’s answer was they don’t control prices. No mention of how their crappy inventory caused this problem or how the customer service agent screwed me out of the purchase. It wasn’t until I requested they completely delete my account that they even “apologized for the inconvenience they caused”. Here I am with no mower and a horrible customer service experience. I would not recommend Ace Hardware!

I do like Ace Hardware and I am ok that they are now gobbling up Agways. I support locally owned franchises. HOWEVER, the second I signed up for the Ace app, I am now bombarded with spam pretending to be Ace - how can they lose control of my email so fast. Is it a hacker or a rogue employee?!

ACE Hardware (NEW LENOX, IL) Based on the website of THIS location, I drove 10 miles to purchase an item, that was not in stock at my local ACE hardware that is 1 mile from my house ... I went into the store, didn't see what was listed as "IN STOCK" on the website, so asked for help ... I presented the salesman with the printout showing it WAS IN STOCK according to the website, and the "SNOTTY" guy, who treated me like I was stupid, told me HIS computer shows it is not in stock. NO apology / NO nothing ... He said, "He can order it", DA! ... I didn't travel 10 MILES so HE could, "Order it for me!" ... I could have my local ACE do that ... Apparently, there is a problem with their inventory management, AND respectful customer service. I ordered the item needed from ACME tools for the SAME price, without incident ...

I dare you to find a place like Ace Hardware, anywhere , like the store in the Tops plaza on Broadway Depew NY its not just hardware its houseware, and home care for all your needs . This store is so clean it gleams with all the right things,.
Ace has the most organized space in the perfect place They put all the current and trendy stuff by the cashier in front of the store, , getting you out the
door with all things you came in for.
And wanting to go back for more

Today around 4:30pm I went in Ace to return a item that was never use, but had been open, Ace wouldn't return the item, and offer no further assistance, so I called the guy that o was returning the part for and he came to the store, and they proceed to return the item with no problem, but the only difference is see between him and me is my skin, im a black woman, and he's a white man, the treatment, and privileges stood out like a sore thumb, I am sick and tired of white people treating us less than, i will be post this experience all over social media, black people must stop shopping with people that don't treat us fairly.

Placed a pick-up order at my local Ace Hardware for an item that was listed as in-stock. I later received an email stating the item was not in stock however it was being ordered for an estimated pick-up almost a week later, not the 15 minutes originally stated when placing the order. I was not given a choice. I needed this item much sooner so I purchased it from another store. I attempted to cancel the order I no longer needed, and could only "request" cancellation. I was shown a message stating someone would review my request and be in touch within 48 hours. Well more than a week later and I've heard nothing. The order still shows as 'cancellation requested' and my card was charged the moment I placed the order. I'm held hostage by an absolutely incompetent system. Absolutely ridiculous and I will not be using Acehardware.com ever again, period.

Online orders cannot be cancelled after 1 hour. Surprise: the clock starts 55 minutes before you click the Order button! Less than 5 mins after ordering I got such a notice. It took 3 calls to get back the $173 back. But Ace kept the $261 Shipping fee. Their computers are fast, just awesome. Helping their bottom line, so glad I could help. Case #00700560

I’ve never shopped with Ace Hardware. But I just received the worst customer service from the 4415 Gus Thomasson, Mesquite location, regarding a simple online order! Attitude for no reason, other than she felt the need to be rude. I will never shop this company again. After pulling up the company, I see quite a few negative reviews. Never again!!!!!!

I will never set foot inside an Ace Hardware store again. Ever. I purchased a mower online for in store pickup. I noticed the order was immediately cancelled. I called the local store, who couldn’t figure what happened. So I called customer service. I don’t recall ever having a call with any customer service representative that was so outright flippant. He was rude and condescending. He eventually hung up on me. I called back and got another representative who was more pleasant, but not helpful. With so many hardware stores in my area, including all of the big chain stores, so long Ace. I really wanted to support the little guy. But I won’t do so at my own expense.

I placed a significant order on June 28, 2026 (Order #redacted) for a full set of premium Ninja grilling gear: the Ninja Artisan Ceramic Grill Pizza Stone (16 in. LX 16 in. W), the Ninja FlexFlame ProConnect 3 Burner Liquid Propane Grill and Smoker (Black with Griddle Accessory), the Ninja Black Grill Cover, and the Ninja Stainless Steel Grill Rack (15 lb, 24.33 in. LX 9.65 in. W). This was specifically for my kids and grandkids visiting for the week of the 4th of July—America’s 250th birthday. I wanted to host memorable family cookouts, pizzas on the stone, smoking, and grilling with everyone together. The order was supposed to be delivered on July 2nd.
Instead, Ace Hardware completely failed me with zero communication.
No delivery on the 2nd. No email updates. Nothing. On July 3rd, I called the local store to arrange pickup, only to be told the entire order had been cancelled. I then called Ace Hardware customer service, and they confirmed the cancellation but could provide zero explanation for why it happened. No apology of substance, no offer to expedite a replacement, no compensation—just a shrug and "it's cancelled."
This level of incompetence is infuriating. I planned around their promised delivery. I told my family we'd have this new setup ready. Instead, I’m scrambling last-minute on a holiday weekend, dealing with disappointment, and explaining to grandkids why we can't use the gear we were excited about. No "processing" updates, no "out of stock" heads-up, no courtesy call or email—they just vanished the order like it never existed. For a major holiday purchase tied to family memories, this is unacceptable.
Ace Hardware's system is broken. Their communication is nonexistent. Their customer service is useless. They ruined what should have been a highlight of our family reunion. I’ve shopped at Ace for years expecting small-town reliability with big-box inventory, but this experience proves they’re just another unreliable corporation that doesn’t care once the order is placed.
Do not buy from Ace Hardware online. They will let you down at the worst possible time with zero accountability. I will be taking my business elsewhere and warning everyone I know.
Strongly recommend avoiding Ace Hardware for any time-sensitive or important purchases.

Tried to order item online 4x.. went to store in West Columbia SC, they were no help. Called corporate, no help..not surprised why these small stores are dying off, poor customer service and ordering online is IMPOSSIBLE

I recently tried taking advantage of the rewards days 15% off online coupon and placed an order for a higher ticket item. I though I was going to get to save almost $100 and earn 4,844 points. Then I got the notification my order was cancelled. So I tried several more times before calling the 800 number. On the phone I was advised by the lady that it's because my bank is blocking the payment and I replied that is incorrect. I tried mutliple different cards and even used paypal to try to get it to through. She literally told me "thats too bad". I have been using Ace for all of my home needs for YEARS. Terrible customer service and honestly not even worth a star. I ended up having to buy the item at another retailer for $100 more and i had to drive an hour to pick it up.

Placed a $627 order online, using Ace's app. Received a message that the order couldn't be processed, try again later. Tried again later, same result. Changed credit cards, placed the order, it was acknowledged in the app with an invoice #, then received an email confirming the order. I was in the local store doing this, but needed to order online to get a $60 discount. They eventually looked at the order # and said it was cancelled, with no explanation. I checked my card charges and there were two pending charges for $627, but the card customer service said they saw no problems with the card. Acehardware.com customer service couldn't explain the problem either. Given other reviews with this same problem, obviously Ace IT has a problem! I went back to the store and paid full price for the two items with no problem. Support your local Ace stores, but don't waste time with the Ace app or online ordering.

The gentleman I had make keys for me was very professional, but still friendly, and both keys worked perfectly

To start with, their website is awful. I was trying to purchase a grill, and the website told me that the local stores had the grill I wanted in stock. I drove to the nearest one only to find out that they did not in fact have any in stock. I asked them what local Ace Hardware stores did, and they gave me the name of another one about 40 miles away. Before driving there, I called, and they didn't have them either. Great inventory system Ace! When I was finally able to order the grill online, I specified set up and delivery. They failed at this too and would do nothing to make the situation right. They have lost my business going forward.

Was let go from them at a store in Belton Texas for something that could not be substantiated and was something completely false. Started an investigation, and nothing yet, will be doing everything I can to make sure the situation is ratified

I placed and online order for pipes to have a water softener installed. It took them twice as long to ship them to me than they said it would which delayed the installation and I found out the pipe would not work. I tried to return them 26 days after I received them and was told it was outside the 30 day return period. They said 30 days starts the day you order something not when they actually get it to you.