Ace Hardware Reviews

Name: Ace Hardware
Rating: 2.53

2.5 Rating 179 Reviews

36 %

of reviewers recommend Ace Hardware

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2.5

Based on 179 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
On-time Delivery	Greater than 64%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	2.1 out of 5

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Ace Hardware 1 star review on 25th June 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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”

Ace Hardware 1 star review on 15th February 2026

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Posted 1 month ago

“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.”

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Posted 2 months ago

“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.”

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Posted 2 months ago

“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”

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Posted 2 months ago

“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.”

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Posted 2 months ago

“The ACE Hardware stores are not worth the headaches, I bought cupboard door handles for my condo units for my airbnb's and misplaced my receipt thinking that there product would actually fit, as the sales rep on the floor working there told me not to worry, I tryed then on the cabinets and they dont fit. So I went back to do an exchange NOT LOOKING FOR MONEY BACK, JUST TO EXCHANGE THEM 20 days later. Then they told me that they cant find any records of a sale that the last time they actually sold a piece like mine was over a year ago...lol so they wouldn't honor there own products. I HIGHLY RECOMMEND NOT TO SHOP HERE IF THIS IS THE CASE”

Ace Hardware 1 star review on 15th January 2026

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Posted 2 months ago

“Won't let you see local prices unless you give them permission to harvest your location data, even when you put the zip code into their store locator. Scummy practice”

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Posted 3 months ago

“This Ace store is a complete joke! All the Stihl product do not scan and the counts are horrible in the store. I have no idea how they even stay open. The owner Mark is clueless!! Don’t waste your time even going. I was hired then 6 weeks later let go through email. What a joke. Mark talks bad about his employees with other employees and doesn’t know what being a leader is!”

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Posted 4 months ago

“We had 2 local hardware stores. They were true hardware stores with not only hardware but employees who were unknowable. Ace took them over. Replaced most employees with ignorant and cheap kids. I try to avoid them. Today I wanted 2 simple items for a project with my grandchildren. Apparently the only person in the store was a young lady on the cash register. She had a hand computer that was suppose to tell her where things were. I suspect she was not literate since she and her little computer sent me on several dead-end searches. Strongly NOT recommended. Goodbye Ace. Hello Lowes.”

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Posted 4 months ago

“Ace Hardware did a terrible job repairing my Customer screen. I never heard from them so I called them. They had me call Joe the place where the repairs take place. He told me they were shipped didn’t know what store. Very rude. Then office called and they told them it was never placed. I got the receipt to show o placed the order. Terrible customer service”

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Posted 5 months ago

“I do my best not to buy anything from aces hardware anymore.”

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Posted 6 months ago

“I placed an online order for delivery to my local store. I ordered multiple items in a single order, and for some reason the orders were sent to different stores. I contacted customer service multiple times to resolve the issue, and they refused to do anything about it. I will never shop with Ace again.”

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Posted 7 months ago

“I ordered a mower from ace hardware on-line. When i called to find the status, i was told three different status on the same day from three different people. The online help was completely incompetent and rude. I will never order from ace hardware again”

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Posted 7 months ago

“Wanted to purchase a new kombi 12in. Pole pruner attachment on line. It lists for $214°° but when you get to checkout they raise it up to $258°°. That's false advertisement . I really wanted to buy it but that's just wrong .”

Ace Hardware 1 star review on 11th August 2025

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Posted 7 months ago

“Just walked out the store. Walked in and the 2 ppl working weee both looking down in there phones. No one greeted or said anything to me. When outside to look at plants no prices and no one offered to assist me the entire 5 mins in the store. I will never go back in the store again”

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Posted 7 months ago

“Just bought a mower from Ace Hardware store. I took it home and mowed part of my lawn and had to quit because the mower was so bad. It was a Stihl mower, which I thought should be quality, based upon other Stihl products I have, wrong. I called Ace customer service to discuss returning it as there is a comment on their receipt that they have 30 day return policy. They would not honor the policy because I used the mower. I will never shop at another Ace Hardware again. I gave them a chance and didn’t go to Home Depot, big mistake on my part, as they always allow you to return something if you are dissatisfied. Go to Lowe’s or Home Depot and get treated with respect, and remember…. you are the customer.”

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Posted 8 months ago

“Local store is just fine. ACE corporate (and the app) is just horrible! Zero customer service/support. They just don't care. Lost me as a customer for sure.”

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Posted 8 months ago

“One product sold by Ace causes a black mark on this great company. We bought 4 Adirondack chairs each for $28.00. All four chairs cracked and fell apart within one day of use. Very disappointing Ace sells inferior chairs.”

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Posted 8 months ago

“I reached out to their services expecting strong investment advice and professional guidance, but unfortunately, my experience didn’t live up to those expectations. In under a month, I faced a loss, which was very frustrating. Looking back, I realize I should’ve done more research before jumping in. However, I’m thankful I contacted UNIQUE RECOVERY FIRM. they quickly stepped in and helped me recover my funds. Their support was incredibly valuable and deeply appreciated.”

Ace Hardware 1 star review on 12th July 2025

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Posted 8 months ago

“I spoke a cashier a young lady she is being rude and hung up on me she not very helpful today at 2:30 pm 7/5/2025”

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Posted 8 months ago

Ace Hardware is rated 2.5 based on 179 reviews