ComplaintsforAce Hardware Corporation

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a product from *** Hardware (***) on line with free shipping from the local store on 7/25/24. I was notified by email by *** that the product would be delivered on Tuesday 7/30/24. I waited all day and when the delivery didn't occur I called the local store Rocky's *** Hardware in *******, **. They explained that they only deliver on Thursdays and that Corporate was aware of this. We had taken down the old shelves in preparation of the new ones so this was quite the inconvenience. I then called ***'s ************* and spoke with a female agent. She had all the information in front of her. I told her I wanted to be compensated for my inconvenience. After she put me on hold, she offered me $10. I told her that was inadequate and I wanted 10% of the purchase price; she put me on hold again and when she came back advised me it would take a couple of days for the credit to appear. No credit appeared. I contacted *** this week and after multiple back and fourths they can find no record of any promise to compensate me the 10%

  Customer response

  08/14/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.

  I do want them to know my concerns about their business operations is serious; they did to address the communications between corporate and the stores as it relates to deliveries.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have placed an order for four items with Ace Online and was billed for 4 items. I have only received 3. I have had multiple communications with Ace customer service reps over the last week and a half and have not been credited the refund I am due. I have now sent 11 emails and 3 phone calls to seek reimbursement and am still waiting. Attached is my email chain, followed by my original order acknowledgement showing all four items and payment, my order cancellation where they later cancelled the fourth item that hadn't been shipped to me, my order detail showing all four items and payment tendered. The fourth item, the Champion 5.1 in powder coated black steel fast eye ****** block is the item that was cancelled and I am owed a credit for. Seven days ago, I was told that I would receive credit in 72 hours and this hasn't happened yet. I would appreciate your help in resolving this issue. Thank you.

  Business response

  07/31/2024

  Hello Better Business Bureau,
  
  We have reached out the customer and they have received the funds in question back.
  
  Any questions please just let us know and refer to incident 6511146.
  
  Sincerely,
  
  ********************
  
  ******************** | ******** Center
  Ace Hardware Corporation | 2915 ***** Blvd. ************************;
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer response

  08/01/2024

   
  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.  It appreciate your help as I had had 14 contacts with the business over a ten day period with no results, but when I contacted you it was only 2 hours and 45 minutes later they were able to resolve this issue and bring it to conclusion. Thank you very much.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered an item from Ace Hardware online and unfortunately it didnt come through in time to complete my project. When I tried to cancel the purchase I made with Ace Hardware they told me to contact Mr. **** and cancel the order with them. I explained to the customer service representative that I didnt place an order with Mr. **** and I want to cancel the order I placed with Ace Hardware. **************** still pushed that its my responsibility as the customer to contact their supplier and cancel the order. I will never order something from Ace Hardware online again.

  Business response

  07/12/2024

  
  Hello *******,
  

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

  I am truly sorry for any inconvenience this may have caused you. I understand this order was placed on www.acehardware.com but the order is transmitted to the vendor and product is shipped directly by Mr. ***** But rest assured, we are here to help in resolving this order cancellation.

  I have sent an email to Mr. **** support at ****************** and I copied your email ************************* as well, requesting cancellation.

  The refund of $550.19, will go back to the original form of payment, in this case your VISA.

  Please contact us if you have additional questions and reference incident 6482321.
  

  Have an Ace Amazing Day!
  

  Kind Regards,
  ************** | Ace Customer Care
  **************
  Helpful is our Business - Caring is our Commitment.

  Customer response

  07/15/2024

   
  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

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am looking for ACE Hardware to permanently remove my name and mailing address from its mail marketing list. I no longer wish to receive promotions or marketing mail at the above-mentioned address from ACE Hardware since I will be moving out of the country in the near future. I would appreciate an email from ACE Hardware confirming the completion of this request. Thank you for your understanding.

  Business response

  07/15/2024

  Hello *******,
  

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

  Regarding your Better Business ***** request, pertaining to Ace Hardware mailings. I was able to find your Ace Rewards account, member ID **********. I opted you out of direct mail and cancelled the Ace Rewards account. There was no email address connected to your account, you should not receive any promotional emails.
  

  Please keep in mind, this request was processed on July 15, 2024, its possible a mailing *** make it to your home, due to data being pulled weeks in advance prior to Ace's promotions. You *** always contact our ******************** at ************ or email **************************************** with any question that *** arise in the future.

  Reference incident 6485838.
  

  Have an Ace Amazing Day!
  

  Kind Regards,
  ************** | Ace Customer Care
  **************
  Helpful is our Business - Caring is our Commitment.

  Customer response

  07/15/2024

   
  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

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  **Complaint Summary:**I placed an order with Ace Hardware for three items but only received two. Despite multiple attempts to resolve the issue with customer service, I have not received the missing item, a promised certificate for its replacement, or a refund for the undelivered item.**Details:**- **Order Date:** [June 19, 2024]- **Items Ordered:** Three items - #******* (Misting Fan), #******* (Power Area Light), #******* (Ego ********************** **Items Received:** Two items - #******* (Misting Fan), #******* (Power Area Light) - **Missing Item:** - #******* (Ego ********************** **Issue:** Despite being charged the full amount for all three items, Ace Hardware failed to deliver one of the items.- **Resolution Attempts:** - Contacted customer service on July 1st, spoke with [**************], who promised to issue a certificate so I could reorder the missing item. - Followed up on July 9th but have not received the promised certificate or any indication of when it will be issued.- **Outcome Sought:** 1. Immediate shipment of the missing item.**Desired Resolution:**I request Ace Hardware to promptly fulfill the missing item from my order.**Contact Information:**- **Name:** [*********************]- **Address:** [************************************]- **Phone Number:** *************]- **Email:** ************************

  Business response

  07/16/2024

  
  Hello *****,

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

  I do apologize for any inconvenience you experienced with the online order cancellation.  Per our conversations, you are correct, we do owe you back $120 in earned Ace Rewards. You were also promised a credit of $50.85, to honor the savings on this online only offer when you placed the initial order for buy more & save more.

  *****, you provided us with the new online order 49984936-49984982, I advised I would credit $50.85, once the order has been completed. I was able to submit this credit today, you may have received an email reflecting the refund.
  

  I added ****** points last week Friday, to your Ace rewards account. You were able to use $80 in rewards towards the new order. I have added ****** points to your Ace Rewards account today,which will convert to a reward on Monday, July 22. 

  Once the order has been picked up, I can add 2Xs the points since I am waiting for the initial purchase to post to your Ace Rewards account.
  

  I did mention I will be out of the office the rest of the week and will check-in with you Monday, July 22. Let me know if you need anything else.
  

  Please contact us if you have additional questions and reference incident 6478218/6467426.
  

  Have an Ace Amazing Day!
  

  Kind Regards,
  ************** | Ace Customer Care
  **************
  Helpful is our Business - Caring is our Commitment.

  Customer response

  07/22/2024

   
  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

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased paint - asked for help selecting a basic black paint for cabinets. The sales person said he could mix the paint. I took it home, but the paint was Gray. I took it back twice for correction, but they were unable to mix a black paint color. I asked for a refund, but they refused. I spoke to assistant manager - no resolution.

  Business response

  06/28/2024

  Hello ******,
  

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

  I apologize for any inconvenience you may have experienced with your recent purchase of paint. Ace Hardware store locations are independently owned and operated and control their own inventory and return policies.
  

  Unfortunately, Atascocita Ace Hardware is not able to refund this purchase, as their return policy is stated on the bottom of the receipt.As a resolution. I can process a one-time courtesy $40.00 e-gift card, to be issued to your email *******************************************.
  

  I did leave a voicemail message June 27th and 28th as well, to let you know I was working on this.
  

  Please contact us if you have additional questions and reference incident 6461013.
  

  Have an Ace Amazing Day!
  Kind Regards,
  ************** | Ace Customer Care
  **************
  Helpful is our Business - Caring is our Commitment.

  Customer response

  07/01/2024

   
  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

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on 5/24/24 I ordered a DeWalt cordless angle grinder from Ace Hardware, online pick up order. I created an account also. They said give them a couple of hours. Within that time, they sent me a CANCELLED THE ***** email that same day. Order # ********-48206423. The order was for $107.17, as of 6/5/24 THEY STILL HAVE MY MONEY ! This money should have been on hold, NOT TAKEN FROM ME!!They keep saying that it could take 7-10 days to give me my money back and if I used PayPal could take up to 30 DAYS !! This is OUTRAGOUS because they NEVER had the item to sell to me!They actually STOLE MY MONEY! THEY NEVER HAD THE ***** SO WHY TAKE MY MONEY AND HOLD IT THIS LONG AND STILL WONT GIVE IT BACK?WE WILL NEVER ***** OR GO INTO A ACE AGAIN WHAT A SCAM

  Business response

  06/10/2024

  Hello ******,
  

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

  I apologize for any inconvenience this may have caused. Order 48205454-48206423 for DeWalt Grinder Tool only, was voided on May 24th. There was a inventory discrepancy from the store, which has been corrected. The full amount of $137.17,  was refunded back to the **** used. It can take up to 10 business days, depending on your bank institution.

  I have also left a voice message at ************, if you should need anything further. You can contact the below numbers and ask for myself.

  Please contact us if you have additional questions and reference incident 6405363.
  

  Have an Ace Amazing Day!
  

  Kind Regards,

  
  ************** | Ace Customer Care
  **************
  **************
  Helpful is our Business - Caring is our Commitment.

  
  

  Customer response

  06/11/2024

   
  Complaint: 21805014
  
  I am rejecting this response because:

  Ace is acting like they did nothing wrong! They are suppose to check to see if they have the item, THEN charge and account, not charge the account THEN check to see if they have it.. ALL reputable companies do it ! My order was cancelled 50 minutes after I placed a 'pick up' order. I will be deleting my account with *** and WILL NEVER ORDER FROM THEM AGAIN!

  BEWARE IF YOU DO

  The charge WAS deleted off my account Sunday **********, I guess THANKS

  They still should have never taken hold of it, since they never had the item ! i contacted PayPal and they helped me get my money back ! Another reason I like PayPal !!

  Ace should look at these practices. I had to go to HomeDepot to get this & to have you 'holding' my money for that long/or at all is just not right...
  
  Sincerely,
  
  ****** & ***************************

  Business response

  06/14/2024

  
  Hello Better Business Bureau,
  
  Customer has stated in the rejected response, the charge was deleted off his account on 6/9/2024.
  
  We do apologize for any inconvenience this has caused the customer.
  
  Should you need anything further please let us know and refer to incident 6405363.
  
  Sincerely,
  
  ********************
  
  
  ****************** | ******** Center
  Ace Hardware Corporation | ************************************ ************************;
  Phone: *****************
  Helpful is our Business Caring is our Commitment

  Customer response

  06/14/2024

   
  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.

  But  , do NOT agree with their practices...
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 21, 2023, I ordered two tools from Ace Hardware's website, to be delivered to my residence (see Doc #1). They delivered one of the tools, and ***** returned the other (see Doc #2). I travel a lot of work and the by the time I was back at home, the season had changed and I didn't follow up.On May 20, 2024 I reached out to Ace Hardware to see if they could either refund me or deliver the tool. They said they probably could not (see Doc #3), but would get back to me within ***** hours (they did not).On June 3, 2024, I reached out again, and as you can read in the transcript of our chat (see Doc #4), they said that I violated their terms of service by not complaining earlier. And then ended our correspondence.As simple as this sounds, I paid for an item and never received it. Ace Hardware took my money and didn't follow through with their end of the bargain.The ideal solution would be that they send me the tool I bought. The secondary option would be a refund.Thank you for your help.

  Business response

  06/05/2024

  
  Hello ******,
  

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

  I apologize for any inconvenience experience with trying to find a resolution for the online order from May 2023.Per our conversation from earlier today, I advised that since you no longer have the credit card that was used on this order, I couldnt process a refund. Our warehouse is not able to reship the order due to the time limits. But since you would still like the item, I had you place a new online order 48654676-48654731 and when the order is completed, I will refund the order for the full amount. 

  I will have an e-gift card emailed to ********************** in the amount of $25.00, to cover half of the shipping from the old order. The e-gift card should arrive by next week.
  

  If you should need anything further, please contact me at the number listed in my signature and ask for me.
  

  Reference incident 6397254.
  

  Have an Ace Amazing Day!

  Kind Regards,
  ************** | Ace Customer Care
  **************
  Helpful is our Business - Caring is our Commitment.

  Customer response

  06/14/2024

   
  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 apologize for the delay in response - my household has had Covid and I've been preoccupied.
  I am satisfied with Ace Hardware's attention to this matter, and would like the official resolution to reflect my satisfaction.
  
  Please reach out if there's anything else I can do to make sure that the official record shows that.
  
  Best,
  ***********************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a lawn mower on May 5th and by May 7the I had not received tracking. I called the Ace Hardware store attached to my order (Brewerton Ace Hardware, ****************************************) **** answered and very kindly informed me that the order should not have been shipped to my house unless I am a mechanic because it needs assembly. I informed **** there was no such information on the ordering website and the only other option was Ship To Store For Pick Up. I do not have a trailer so opted to pay the $441.82 in shipping since I don't have equipment to pick up such a large item. **** informed me if it shipped to the store his team would have assembled it and delivered to my home. Again, this information was not available on the ordering website. **** made several attempted over the course of 24 hours attempting to reroute the delivery to his store and return my shipping fee. ************* refused/said it was impossible to delivery to an Ace store once the order was placed. Our only option was for a cancellation which **** did. I have made over 10 calls to ask when my PENDING credit card transaction would be removed from my credit card just to repurchase the same item and have it shipped to the store ,to no avail. Eight days after the purchase was canceled the $5,876.09 CLEARED on my card. I have been told by all 7 phone representatives that it will take 7-10 days for the purchase to be returned to my card when i have already patiently waited 8 days. I asked for compensation for their error and was refused. I asked for a twenty percent discount for the inconvenience of being out $5,876.09 for 20 days and was still refused. Every single employee I spoke to hesitate when reading my case number notes, put me on hold and then apologize that they aren't allowed to tell me what happened with my order. A free mower is ideal with tick season being rampant and I am stuck with no money, no mower and an acre of grass up to my knee. 25% off is a settlement .

  Business response

  05/28/2024

  
  Hello Better Business Bureau,
  
  We have reached out to the Customer and left a message offering the 25% off the order per the request, we have not heard back.
  
  We did leave the ************ number to call back and refer to incident *******, should they still want to purchase the mower.
  
  Should you need anything further, please let us know and refer to incident *******.
  
  Sincerely,
  
  ********************
  
  ***********************;| ******** Center
  Ace Hardware Corporation | ************************************ ************************;
  Phone: ******************
  Helpful is our Business Caring is our Commitment

  Customer response

  05/28/2024

   
  Complaint: 21725435
  
  I am rejecting this response because: 

  Ace refused this discount on five  separate requests over as many days. A lawn mower was purchased through a different company due to the necessity of tick season being in full swing. Waiting any longer was not worth the health risks. I am open to other tangible compensations.

  Sincerely,
  
  *****************************

  Business response

  05/29/2024

  Hello Better Business Bureau,
  
  Unfortunately, the customer has rejected their requested settlement we offered of 25% off the mower.  We will not be offering any further compensation. 
  
  Should you need anything further, please let us know and refer to incident 6374701.
  
  Sincerely,
  
  ********************
  
  ***********************;| ******** Center
  Ace Hardware Corporation | ************************************ ************************;
  Phone: ******************
  Helpful is our Business Caring is our Commitment

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a gas control valve for my water heater in October from ace hardware for $217 and last week it went out! The only thing that is wrong with it is it needs a new temperature sensor which is a $5 part that they don't sell individually because they want people to really pay big money for their products! When talking to residio they say they can't help and to return the product to the store I bought it from! so I tried that with my receipt and ace hardware said there is nothing they can do about it so I'm getting the run around everywhere! horrible customer service on a part that should last at least 6 years I just want my money back at this point so I can buy a used temperature sensor off of **** for my original gas valve! I hate when these big businesses scam customers into buying things they don't need for outrageous prices!

  Business response

  05/21/2024

  Hello *******,

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

  I truly apologize for any inconvenience you experienced with the ******************** control value (SKU 4517090).Since Ace Hardware stores are independently owned and operated, I wanted to reach out to Zanocco Ace Hardware regarding a refund since Corporately, we are not able to refund for in-store purchases. I worked with **** at *******, he advised to bring in the unit, along with receipt and original form of payment to process the refund. Please contact Zanocco Ace Hardware at ************, ask for **** before arriving, to let him know youre on the way.

  Please contact us if you have additional questions and reference incident 6390221.
  

  Have an Ace Amazing Day!
  

  Kind Regards,
  ************** | Ace Customer Care
  **************
  Helpful is our Business - Caring is our Commitment.

  Customer response

  05/21/2024

   
  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,
  
  *********************************

*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. ↩