“Customer support does not follow through. Keep close watch on your membership account because software and oversight unreliable. I will go far to avoid an Ace-affiliated store.”
“Assistant Manager, Robert, at Roosters Ace in Round Rock, Texas is awesome. I had a do it yourself project and needed advice and help. Robert had suggestions and thoroughly explained what I needed to do. Best customer service I've had in a very long time! Thank you Robert!”
“I placed an online order on 22 May 2025. I checked the status of my order on 27 May, when my items hadn't been delivered, which is when I saw "Cancelled". I'd received no phone calls, no emails, the order was just cancelled.
So as it turns out, the order went through the e-commerce portal (ACE online store) with no issue. The order was passed along to the warehouse, which is when everything broke. Evidently, the warehouse didn't have my items in stock, so the warehouse cancelled fulfillment of my order. However, because the warehouse system and online store system aren't interconnected, there is 0 mechanism for automated notifications to be generated and sent to the consumer.
I'm trying to think of a comparably bush-league mess of poorly inter-connected merchant IT systems, and I suppose fortunately I cannot. At this point, the only way I'll be purchasing anything from ACE in the future is verify a specific item is in store, and then purchase it online at a lower price for store pickup at that store. All that trouble because ACE also doesn't price-match itself.
I understand that ACE is trying to maintain that local hardware store function in a lot of communities, but they really are driving a disservice to their customer base.”
“I have been a longtime customer but always run into difficulties either trying to use their coupon or getting a box for a gift or several other problems. I have decided to go to other nurseries instead. It should not be this flustering. Our lical ace is definitely not into customer satisfaction And I travel an buy from many nurseries .”
“Be careful when you buy online in this store they offer some supplies, articles or furniture at very good price and when you already bought it, they send you a message telling you that your order was cancelled”
“DO NOT BUY BIG TICKET ITEMS FROM ACE! I bought a generator online and ended up wanting to return it unopened. Customer service said to bring it into a store. Brought it in and the store said they can’t take it and that it needs to go back to the manufacturer. I contacted Champion who was great. Shipped it to them no charge. They received it and told ACE to release the refund. That was 2 weeks ago. ACE just gives me the run around every time I call. They “escalate” it and give me a new case number every time I call. They said I have to wait 24-72 hours. So I have been calling every 72 hours. When I asked to speak to a manager they said one will call me back. Still haven’t heard anything about a refund. So now I’m out $700 and have no generator. Terrible system.”
“I have a broken wrist and wanted to incorporate the same equipment as my OT has during my therapy sessions. I went to Rick’s Ace hardware on the Hill in St Louis, MO and John made me exactly want I needed by cutting and drilling a dowel rod. It was phenomenal service. He was so caring! Every employee at that store should get a gold star… John should get 2 gold stars!! Thank you Ace hardware. I am getting better very quickly ! Carolyn Odom”
“Went in to buy a lawn mower and they had no one who knew anything about the product. Told them what I wanted and it needed to be have rear wheel drive. They ordered me a Toro lawn mower and when I went to get it I took it home put the oil in it and gas, started it and then I realized it had no rear wheel drive, was just a push mower. Took it back and they said it was my fault it was a push mower and they wouldn’t take it back because I had ran it and it was against the law for them to take it back. The person who ordered it had quit and the manager was a complete jerk. Told me to leave because it was my fault that it was wrong. He didn’t even try to resolve or compromise the problem , just told me to get lost. I and my family and friends will never ever do business with Ace again!!! They suck.”
“Missed TWO consecutive delivery dates because they are so unorganized and unprofessional. I will no longer be shopping here. Which by the emptiness of the Linden and Bellingham stores, it seems I'm not the only one making that decision......”
“I frequent a couple of Ace Hardware stores in my area. This comment is about the wonderful customer service experience I encountered today at MacKay’s Ace Hardware store in Westford. On April 25th I purchased Step 1 of Scott’s 4 step fertilizer for $99. Then today, my wife suggested that I go back and purchase the other three steps because the four steps were on sale for $229.99. I explained my situation to two very helpful staff members and was quite surprised and pleased when my previous purchase of a Step 1 bag was treated as a return. I received a credit for the earlier purchase and then proceeded to purchase the complete 4 step program, a purchase I do not routinely make at the sale price of $229.00. THANK YOU TO THE TWO SALES REPS WHO TOOK MY ORDER TODAY AND SAVED ME A LOT OF MONEY IN THE PROCESS!”
“I have a $10 birthday card so I thought I would go get some items at the granger ace store.My birthday is in may and today's date is april 30th.I took my items to the cashier and presented my birthday card to her,she said I couldn't use it until tomorrow.I thought whats the diffsrence? I left and went to minards and bought my items I was going to buy at Ace Granger.Lost a sale and lost a customer.”
“The customer service at the Westlake ace hardware in Blue Springs store #92 is exceptional you are always greeted as soon as you walk in ..asst Manager James Adams always go above and beyond to help,he has a vast knowledge in many areas and always is helpful to find a solution to your problem.”
“ACE Hardware, Blacksburg VA
I've consistently had a disappointing experience at this store, especially when trying to use coupons. Each time, the staff seems reluctant and dismissive—even before attempting to scan the coupon, they often say it likely won’t work. It feels like they go out of their way to avoid honoring them. The attitude shift is noticeable, and it almost feels like using a coupon puts me at odds with the employees. They become unhelpful, and I’ve even had situations where they wouldn’t assist with carrying heavier items—something they would normally do. I’m not sure if this is a family-owned store or not, but either way, the customer service has been consistently unwelcoming. I never leave feeling good about my visit, and that’s unfortunate. The atmosphere is inhospitable, and it really deters me from returning.”
“I visited an Ace Hardwear store and was so disappointed at the prices. I haven't been there a while. Ace once was the all American hardware where we could find almost anything. Now Ace is higher than the big box stores. That was my last trip there. The staff are not friendly has no personality. I didn't purchaseanything. I rather go someplace else and at least get a smile if nothing else. But they never have to worry about me visiting again and I know one person don't matter, but I hope in end everyone stop shopping there.”
“I was looking for the perfect color paint and employee named Caycee at Ace on Hulen in ft worth helped me beyond what anyone else would do. Now I'm so happy and can't wait to start my project today. Caycee number 1 ace employee in my eyes. I definitely will be back.”
