Ace HardwareReviews of acehardware.com

Nate is the new manager at the Bee Ridge store in Sarasota Fl. He went above and beyond for customer service. Awesome individual who shows care for his customers

Never under any circumstances purchase anything from this corporation's website. I bought a Toro Mower a week ago (order #497679929) and, according to the information on their website, it was supposed to arrive at the local store on Friday. When I called the local store, they said they had no information and the truck with equipment sent from the warehouse was expected on Saturday. On Saturday, my order was not in the truck, and the local store said they knew nothing and couldn't help me. I called website customer service and was surprised to learn that they hadn't even attempted to ship my order and didn't know why this was happening. After my request to connect me with a supervisor, I waited 15 minutes only to find out that there are no supervisors on Saturdays. I have never in my life encountered a more inadequate and unreliable interface than this company's. The site doesn't load, there are endless errors, and it took 30-40 minutes just to place any order. Customer support has no idea about orders and can't even provide current information, let alone address more serious issues. The existing model of relationships with independent stores is obviously unsustainable, and I wouldn't be surprised if they go bankrupt. At the very least, the huge number of people complaining about their work even here will be spared from problems with a corporation that doesn't value its customers.

Ordered an item I really really needed for delivery to a store as I figure this would be the most reliable and they gave me a delivery date to the store and when that date came I found out that they had never even shipped it. Customer service was clunky about answering questions. Their logistics on ordering online is poor and unreliable. At the end of the call I told the agent I was very frustrated that I placed an order for delivery and you all didn't ship it and she had the neve to gas light me and tell me "that isn't true". This is the end of every shopping at any ACE. Your customer service hurts your local stores.

The location in Freeland WA on Whidbey Island marks up their prices over 150% from what the item should actually cost. When confronting a customer service person about a cheap firepit that normally sells for about $40, I asked why they were selling it for over $120? She said hmm, ohh... that's the "in-store price". Uhhh... what?? So I went to the Ace website and sure enough, there it was for about $40. I've bought a few of these in the past. She said if I ordered it online and choose "pick up at location" then I could walk out with it for the ACTUAL PRICE of $40. What in the hell is this business? Why would you put your customers through this hassel?? Then there was the simple aluminum casted bistro table set that sells from most companies for around $140 to $160.. This Ace location had a price tag of $360 on it. There are a lot of senior citizens in this community and I immediately just got a bad feeling like this place is actually trying to take advantage of that hoping someone would actually pay that without checking the real prices from other places. It's disgusting what this location is doing and I now know that if I need something from there because no other place has it.... I need to order online first and "pick up from location". I will say that the customer service and sales people there are very nice, so this must be a decision by that particular location owner. They should be ashamed.

Trying to order a window air conditioner online is futile. I finally received a confirmation e-mail after a second attempt to purchase, only to be notified that the order was again canceled. There are other resources for A/C units; Ace will not be on the list.

I went to the store, stated my name to the cashier and informed her that I needed to collect my on-line purchase. The cashier informed someone that I had a pick-up order. The cashier asked me what I’d ordered and again I provided my name stating that the order was in my name. The cashier again requested to know what the items were, so again, I provided my name and informed her that my order should have my name attached to the bag. After a third attempt to get me to name the items, I stated that there should be a bag in the store in the name of Schuyler Williams as I received a confirmation email. The cashier did not relent so, I tried to recall the items that I’d purchased, which was a little difficult, as I was confused as to why I needed to prove my purchase via naming the contents of the bag. After the four or fifth attempt, I relented and named the items in the bag. Once I did this, a second staff member immediately went into the back area and returned with my package which had a receipt in my name stapled to the order. I find it extremely upsetting that I was questioned in front of other staff and customers and forced to prove that I’d purchased the items via playing a game of “What’s in the bag”. My name, which was also the name attached to the order, should have been sufficient to collect my purchase. A verbally presented name that matches the name on the receipt attached to the purchase was not enough. To collect my on-line order, the staff of Ace Hardware (18844) in DeLand, FL, forced me to tell them what was in the bag thereby proving that I’d purchased those items and was not stealing items belonging to another customer. This type of attitude and behavior towards a customer is not only reprehensive, it and devalues the basic definition of good customer service.

My parents and grand parents have shopped here for years. Typically the one in Bellevue due to distance, but plenty here as well. I helped them get a dehumidifier and messed up by getting a humidifier, the box was next to each other. My fault. I used the Ace Rewards and accidentally threw away the receipt. I sent the screen shots showing the purchase to my parents so they could return it and this Ace, by personal decision making of the owners per corporate customer service, say no paper no return. So basically, the rewards account means zero to them. I will personally make sure every website I can review on will get this review and that no other friend or relative go to this Ace. Small town feel hardware with corporate stick it to you business policy.

The Rock Hill, SC store at Winthrop Commons has a ben out side that says 2 20 bags of bird food for $20 but when I went to pay they claimed the sign was not for all the 20 lb bsgs, just selected ones.