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Customer ReviewsforAce Hardware Corporation
27 Customer Reviews
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Review from BRENDAN G
1 star08/02/2024
We are in the process of renovating our kitchen. We contacted five companies, including Ace, for quotes. When we met with the craftsman from Ace two weeks ago. *** was fantastic. We told him the cabinets will arrive 8/12, and countertops will be installed on 8/20. He said they could install the cabinets two days after delivery. He said because it's a small project, it would take one, maybe, two days for two guys. He explained the cost and payment options and said we'd receive a contract by email within three days. We decided to go with them even though we had two lower quotes (and one higher) because *** was fantastic. He was knowledgeable, friendly, and seemed trustworthy. We were eager to work with him... and still would. It's with the company that we have an issue. We did not receive a contract within three days. We reached out last week and were told there was an unexpected situation, but we'd receive it shortly. We're now ten days out from what was supposed to be our installation date. We just received the contract today. It is over $4100 higher than the original quote! When we questioned it, we were told by someone at Ace that the price is accurate, and they won't negotiate. I hate to think poorly of anyone, but this very much seems like the textbook definition of low balling. They knew our deadlines, and it seems they waited just long enough to make it almost impossible for us to find someone else in time. However, we will find someone else. I'd rather delay every step of this project than to work with a company that seems questionable. I should have read all the reviews before contacting them because I see other people have had similar situations. I would give zero stars if I could. Buyer beware.Review from louis d
1 star07/26/2024
well i have to say that i think they fell short on my situation.bought a ms271 chain saw, 30 pulls to start, used ******************************************** i bought it on 6/29 returned it to local dealer on 7/4. they changed the plug manage to start it , ran rough, i picked it up . started in 5 pulls, but would not stay running (idle) . returned it still waiting on carb. that should have been next day to dealer.lots of fail with all involved- dealer, stihl rep, and stihl company.this experience has left me with a real bad opinion of this company,there is a no return policy and this saw should be listed as a lemon.and before you say it is operator, i followed what dealer said, the manual, you tube, and ****** just to make sure i was following directions right.my thoughts went does it have spark, cause i could smell fuel, is fuel bad, is there a carb problem?but in any case it has been a month and i am still with out the saw. i guess it is a expensive paper weight. and there will be a post with the local dealer and the BBB cause i am not a satisfied customer.no exchange or refunds policy for this.Review from Marc S
1 star05/19/2024
I've been purchasing ace premium and rust stop paint for several years, the cans have a fan cap, so the paint comes out in a great even pattern. The cans say convenient fan tip on the label, but recently in the last 4 plus months I have found that the spray tips have changed to a round spray pattern... the label still states it has a convenient fan tip! I went back to the store and showed the issue to one of the people at ace, but they said it is a ace corporate issue, I would have to agree on that... after contacting ace care center, I received nothing but a bunch of return emails that make it quite obvious that the people that are in the care center are of no understanding of their product line, it's been suggested that I get a hold of the manufacturer... is that my job?... I've suggested that ace deal with the problem, instead of me... I think this is an issue between the manufacturer and ACE, false advertising on a product that has ASE one the can... seems pretty straight forward to me...Review from David M
1 star05/03/2024
What is wrong with the BBB? Ace hardware gets one star from customer reviews and 133 complaints and maintains an A+ rating? Why is that? Pay to Play?Review from John S
1 star11/26/2023
This summer my wife and I did a 4-month cross country road trip in our camper. While on the road we had some issues with our gas appliances working properly. We pulled into an Ace Hardware in Rawlings ******* and purchased a 2-stage propane regulator and 3 hoses. Later that day upon arrival at our next campsite I installed the new propane regulator and hoses, which did not work. Three days later upon reaching the next town of adequate size I took the Ace Hardware propane regulator and hoses to a commercial propane supply company in ****** ******** and had them tested. Once confirmed from an expert that the Ace Hardware regulator and hoses were defective, I attempted to return them to the local Ace Hardware store. After considerable time spent at the Ace Hardware in Granby, I was finally told there was nothing they could do. Five weeks later upon returning home I contacted the corporate Ace Hardware ************ Over a 7-week period I made several calls to the *************** Team, wrote several emails and sent copies of my purchase receipts twice, only to receive back standard boilerplate email responses, totally ignoring any of my expressed concerns. The *************** Teams final email to me was actually addressed someone else and not me. I responded that I thought their email may have been sent to me in error, but never heard back. Over the years I have made many purchases from my local Ace Hardware store without issue and its certainly a good place to get hard to find items that the big boxes don't stock. Supporting a locally owned business is a worthy endeavor, however, in the future I will only consider purchasing from Ace Hardware if there is no suitable alternative. My experience with Ace Hardware, on this particular purchase, was a total failure on their part and worthy of a zero-star review. Furthermore, I have lost $147 on a defective regulator and hoses and have wasted much time installing, uninstalling and trying to return a worthless product.Ace Hardware Corporation Response
11/29/2023
Hello Better Business Bureau,We have reached out to the customer and the issue has been resolved.Should you need anything further, please just let us know and refer to incident 6032890.Sincerely,**************************** M| *************** Ace Hardware Corporation | ************************** *********, ** ***** Phone: ***************** Helpful is our Business Caring is our CommitmentReview from Chris F
1 star11/14/2023
I ordered a blow mold from the website on Oct. 25 and it was supposed to be delivered to my local store by Nov. 2. I never got an email, so I called the store... they have no info. I called the corporate customer service number and all they can tell me is that my item has shipped. They have no tracking info and can't even tell me when it was shipped. They said give it until the 9th and it should be there. Still nothing. I emailed the customer care center. They said they called my local store, but it was after hours so I should call them myself. They gave me no info about where my package is, but said to reach out if I have any questions. I've email twice since then and no one responds. This company has terrible customer service and I still don't know where my package is. Do you think they've put another one on a truck to ship to me? Of course not! However, on their website, they still have them available, but apparently, I just can't have the one I've paid for.Ace Hardware Corporation Response
11/16/2023
Hello Better Business Bureau,We have reached out to the customer and the issue has been resolved.Should you need anything further, please just let us know and refer to incident *******.*********,**************************************** | *************** Ace Hardware Corporation | ************************** *********, ** ***** Phone: ***************** Helpful is our Business Caring is our CommitmentReview from David K
1 star10/31/2023
Had $4 battery go bad in a month. Store would not replace or refund. Corporate said deal with store. Found manufacturer who made everything right. Buy only if you trust local franchisee.Review from Robert H
1 star09/27/2023
I bought two hydraulic screen door closers from ******* ******* store which eventually spewed out oil until they malfunctioned. I tried to return to store under warranty on package but was refused because it had been longer than ********************************************************************************** ***** rather than honoring warranty on package. I have tried to leave a review of product on Ace website which purportedly had verified users giving it a 5 star rating. Why cant they refund me the $50.00 they owe me and not engage in deceptive language on packaging?Ace Hardware Corporation Response
09/29/2023
Hello Better Business Bureau,We have reached out to the customer, and we are sending him out an Ace gift card.Should you need anything further, please let us know and refer to incident *******.*********,**************************** M | *************** Ace Hardware Corporation | ************************** *********, ** ***** Phone: ***************** Helpful is our Business Caring is our CommitmentReview from Julie G
1 star09/22/2023
The worst customer service. They sent me items that got damaged during shipment and basically calling me a liar that the items I received are not damaged. They refuse to give me my money back and will not solve the problem. I have contacted the manager and 4 days later still waiting for a manager to call me back for a resolution. I will never shop there again.Ace Hardware Corporation Response
09/23/2023
Hello Better Business Bureau,The customer has been fully refunded the total amount of the order.Should you need anything further, please just let us know and refer to incident 6044892.Sincerely,**************************** M | *************** Ace Hardware Corporation | ************************** *********, ** ***** Phone: ***************** Helpful is our Business Caring is our CommitmentReview from Anthony B
1 star08/23/2023
Ace Hardware's ***************** Guarantee" is a total scam in my experience. Complete runaround with no accountability and no solutions offered. Simply a marketing ploy with no substance whatsoever, in my opinion.Ace Hardware Corporation Response
08/25/2023
Hello Better Business Bureau,Customer service is our top priority, we apologize for the care the customer received.All of our Ace stores are independently owned and operated and may institute their own policies and procedures. If the customer could please reach out to us, so that we may discuss the issue further, we can then look into what transpired.Please have them give us a call at ************ or send an e-mail to **************************************** and refer to incident 6016436.We hope to hear from them soon.Sincerely,**************************** M | *************** Ace Hardware Corporation | ****************************************************************** Phone: ***************** Helpful is our Business Caring is our CommitmentAce Hardware Corporation Response
08/25/2023
Hello Better Business Bureau,Customer service is our top priority, we apologize for the care the customer received.All of our Ace stores are independently owned and operated and may institute their own policies and procedures. If the customer could please reach out to us, so that we may discuss the issue further, we can then look into what transpired.Please have them give us a call at ************ or send an e-mail to **************************************** and refer to incident 6016436.We hope to hear from them soon.Sincerely,**************************** M | *************** Ace Hardware Corporation | ****************************************************************** Phone: ***************** Helpful is our Business Caring is our Commitment
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