“The new Lake Dallas ACE Hardware located in Texas is awful. The manager is one of the worst leaders I have ever known. Her abysmal leadership, utter lack of training for employees, and completely deficient policy create stress, anxiety, and unfair application of the rules. The civil rights violations that she creates are illegal, discriminatory, and unfair. She singles out some employees while allowing others to do as they please; she doesn't know her own policies and refuses to share them with employees; she enforces age discrimination and speaks to her employees with derogatory and judgmental words; she holds each employee to a different uniform standard. Needless to say, turnover rate for her employees is very high, with no one still working there who opened the store only a few months ago. Even her department managers are clueless, not able to answer any questions posed by customers or employees. She attempts to hold people accountable to rules that were not stated, shared, or explained. Any policy question is answered with a vague answer that ultimately means they don’t know the answer. As a local resident of 26 years and a once loyal customer of ACE, I am now actively lobbying against this store and its abhorrent manager throughout my community and beyond. I DO NOT recommend shopping or working at this ACE Hardware; either experience will only cause you grief.”
“I love this store. The employees are the greatest. So helpful for me. I’m a regular here, always getting big amounts of birdseed. They’re right there to load my cart. Unload and bring it to my car. Always recognize you first thing. They always have everything I need.
Looked for the large bags to cover mattress and box spring for storage. The furniture stores had none. But Ace sure did. Thank you for being my favorite store. Becky J.”
“Two years ago I purchased my beloved Ego electric self-propelled lawn mower at
ace Hardware. I'm 84 years of age and needed the mower to allow me to continue mowing my sizable yard. It is a beautiful, functional and efficient machine that does everything I expected of it and more.
When I brought it out of winter storage recently, I mowed the lawn without any problem, but, when I needed to mow my yard again, the cutting blade simply would not turn. I contacted Ego and after attempting to help me to no avail, they gave me the names of Ego certified repair shops in Oregon. The closest was 60 miles away and jammed with repairs. In a final act of desperation, I took the mower to my South Salem Ace Hardware store. There, Hunter determined that the mower was still under warranty and was definitely broken. I was astonished beyond belief when he offered to replace my mower with a brand new model and he even helped me load my mower into my car. I've always had very positive experience withy local Ace Hardware stores but this topped them all.Ace has the best customer service in Oregon and I will shop there over and over again.”
“Haines City, FL store. I lost the screws to attach the blades to my ceiling fan after we moved. Went to Brand L and bought a pack (the only ones they had), didn't fit. Went to Brand HD and bought what they carried, didn't fit. Went on lune and learned that ceiling fan blade screws ARE NOT STANDARDIZED. Who knew? More on line research had THREE different websites tell me the same thing: "Go to ACE Hardware and find 'the old guy.'" So I did. In and out in FIVE MINUTES! 'The old guy' wasn't in, but Chuck was. Thank you, Chuck.”
“I just shopped at the Ace Hardware store at Chastain, Atlanta - Pete was exceptionally helpful and welcoming ! I could see he was doing the same on the floor for other customers 👍.
Way to go & thank you,
sue & rajiv malhotra”
“A letter I sent to corporate and Elvin Bruce at kilmarnock store. Cannot attach picture to this review
I would like to share an experience I had today involving the Ace Hardware store in Warsaw, Virginia, and management at the Kilmarnock, VA location.
Earlier today, I purchased a gallon of Benjamin Moore paint from the Warsaw store. When I arrived home and began to get out of my Jeep, I lifted the paint by the handle and the handle unexpectedly failed. The can fell onto the driver’s side floorboard and burst open. Paint spilled across my carpet and kick panel, and while rushing to clean it up, I unknowingly transferred paint onto the seat and door panel as well.
I immediately grabbed water and a shop vac and spent several hours cleaning the interior of my vehicle. While cleaning the mess, I called the Warsaw store to explain what had happened. I was told I would receive a call back, but after waiting, I decided to drive to the store and speak with the manager in person.
When I arrived, I spoke with the manager on duty. I was extremely surprised to be told that the store manager at the Kilmarnock location, Elvin Bruce, had stated they would not replace the gallon of paint because the store is not responsible once merchandise leaves the premises. I asked for his phone number so I could speak with him directly while I was there, but I was told the only way to reach him was by email.
I did not accept that response and asked to speak with another manager. I then spoke with Debra at the Kilmarnock store, explained the situation, and she immediately said they would replace the gallon of paint, which they ultimately did. She Authorized the Warsaw Store to give me another gallon
Here is the issue: I did not ask for reimbursement for the mess in my vehicle. I did not ask for compensation for my time spent cleaning it up. I simply asked for the gallon of paint to be replaced due to a handle failure transporting it from Jeep to My house. The paint never left my vehicle, and this incident had nothing to do with how the paint was mixed or the lid secured. The handle failed — that is what caused the problem.
For a store manager to refuse responsibility and hide behind email rather than speak directly with a customer is, in my opinion, a very poor way of conducting business.
When the Warsaw store opened a few years ago, our community was excited to have a local hardware store, as we are a considerable distance from larger retailers. I have supported this store since it opened. However, based on this experience — specifically the response from management — I will no longer be shopping there and will be sharing my experience with others in the neighborhood.
This is sad because I liked that store, the people were always good to us, even today Warsaw wanted to help but was told NOT to by Elvin Bruce from the Kilmarnock Store. I cannot continue to shop at that store knowing that when something happens someone from another store an hour away makes the decision then hides behind his computer
I will attempt to attach photos documenting the damage.
This situation could have been handled professionally from the start. Instead, it became an unnecessary example of poor management and customer service.
After reading your reply back to me I must say this, first of all you make it sound as though out of courtesy you gave me a gallon back! That's not how it was. The store was very adamant based on Elvin Bruces decision to NOT REFUND the gallon until I demanded to speak to someone before leaving the Warsaw Store. How can you evaluate things hiding behind a computer? A real manager/Owner would have spoken to the individual on the phone as they were at one of the stores. What you are telling myself and others that read this is..... when you purchase from any of HornAce stores you are saying buyer beware!!!
purchase an electrical device and it doesn't work.... purchase a bolt and the threads are cut wrong......purchase something that you have to assemble and its missing pieces....etc. " Once you leave the premises it's the buyers problem". No thank you. Home Depot, Lowes, heck even McDonalds would treat their customers better then ACE did . I have no reason to call you to speak about this problem, yea you make it look like you like you're helping out but you failed, you dropped the ball and you just need to say. We are sorry we messed up and should have done a better job of taking care of our customers. BOTTOM LINE
Sincerely,
Glenn Beasley”
“I was having a rough day at work came to the store to grab some supplies. I was easily getting frustrated this kind young lady by the name of Rose seem to have noticed she dropped what she was doing. Came right over to section I was at and made sure everything was okay I apologized for my language cause I was cussing a lil bit but regardless of that she helped me get what I need and Also had a friendly conversation about she gets frustrated too with her job sometimes but she always keeps trying not only did this motivate me it honestly made me proud for how strong this young lady can be she understood what I was going through, she related to my problems which kinda made me feel better knowing that she also gets frustrated for little things at work.
-Rose noticed a problem upon a frustrated customer.
-Rose acted without any hesitation and provided mental support, emotionally a support.
-Rose ensured the customer felt understood,valid ,and respected.
If this isn’t 5 star customer service then I don’t know what is.”
“probably one of the best ace hardware in Denver in my opinion. First step I took in the store was greeted by smiles. I believe the employee name was Ms Rosie or rosalinda something with rose in it but anyways she went to an extent to make sure my needs were met, and not once did she complain or show any signs of irritation. She simply was professional, Wholehearted, compassionate. Recommended this store to some of buddies simply off one good interaction.
Good job ace hardware
Good job Rosie thank you.”
“They have let me down now several times showing items in stock at my local Ace Hardware location. Then, I try to order online and none of my discount codes get applied. Tired of wasting my time trying to go local non big box stores.”
“I bought a roof rake online, checking that it was in inventory. I paid for the first portion with an Ace gift card and paid for the balance with Apple Pay. Four hours later, my order was cancelled (I received 2 emails cancelling the order). I called the store where I was supposed to pick up and asked them what happened. The manager said they did not have the rakes in inventory and that they did receive a truck and that it could be on the truck, but they won't know for a while. I asked why my order was cancelled, if it could be on the truck, and he said that it was standard procedure if an order could not be fulfilled by a certain time. Then, I asked how I would get my gift card balance refunded, and he said that I would have to call Ace Hardware since it was purchased online. He did not offer the number to call. I had to request it. When I called Ace Hardware customer service, I explained the situation, and they said I had never used a gift card. I told them I absolutely did. The giftcard was why I chose to purchase at Ace. I asked to speak to a manager. The agent asked why, and I said to try to get my issue resolved. She said I did not need to speak to a manager, was rude (interrupting me), and when I insisted, she said no manager was available and that someone would call me back within 48 hours, and hung up on me. I called back and spoke to a different agent. He heard the situation and also said that I did not use a gift card (which I definitely did) and said that unless I had the gift card, Ace could not help me. I asked why I would keep a used gift card, and he said they always recommend keeping the gift card. I asked where that was published, and he had no answer. He said someone would call me within 48 hours and then hung up on me. I have not received a phone call. At this point, ACE stole my gift card balance and is refusing to reimburse me. Not only do they have a flawed inventory system, but they also have a flawed checkout cart that does not correctly identify payment methods. I received 2 cancellations -- because I paid in two installments (gift card and Apple Pay). Absolutely the worst customer service experience. I am out of my gift card balance, and I still don't have my roof rake.”
“I went yesterday to the Ace Hardware in Norridge. 8330 W. Lawrence Ave. I cannot believe the exceptional service I received from every department. I was amazed how much they helped me download a $10 coupon , just so that I can get the mason jars, that I wanted. They took so much time with me and really had excellent customer service.
Dave helped me download, the Ace app. (He had so much patience with me.) I was so overwhelmed by the cashier, as well. She took so much time, getting to know me my needs, & educating me as well, with some upcoming new products. I will return, very soon to purchase their honey, it can has amazing benefits, & I’m told the owners wife makes it from her own honeycomb hive. If you haven’t already visited the store, you’re really missing out. It is filled with so many beautiful, decor, decor & unique gifts to purchase for any age. what a wonderful group of employees.”
“Knowing we had a storm coming to my area, I ordered a propane heater from Ace. I was expecting arrival the day the storm was supposed to hit however Ace canceled my order and never informed me. I had a second place I could get the same heater but I had to drive a little way to get it. Well by the time I figured out Ace didn't actually have the heater they promised they had, the one at Lowe's had already been sold. So I tried a second Ace Hardware for pickup and everything was fantastic. When I went to pick it up I was told oh that was changed until Wednesday. Mind you this was Saturday the storm was going to hit and once again no one had notified me that my order was not as promised. Ace has put me in a very binding position as I now risk going through frigid temperatures with no electricity. I will never set foot in another one of their crappy stores again. I will not order from them online. I will never give them another cent of my hard earned money. As far as I'm concerned anyone associated with them can rot in a frozen hell just as I will be now be sitting here doing.”
“High price and bobs valley own that place that why the prices in store and ace high priced they don't carry the stuff you want it the other store has it I rather go to the one in town”
“Went in looking for a particular screw. Had chair cushion with me and told employee (bald with headwrap) what I was looking for. I told him the chair had a metal frame and I needed a 10mm size screw. I brought in the seat cushion for grip and sizing as I did not manufacture the chair I did not know what material the inside of the cushion or support was made of. He made me feel stupid and small - the whole reason i went to ACE is they are usually eager to help. I think I somehow annoyed this guy by not being an expert and knowing what the cushion or support in the cushion was made of. That is why I brought the seat in!!! 🤬
oh and I am also a woman.”
