Ace HardwareReviews of acehardware.com

Today around 4:30pm I went in Ace to return a item that was never use, but had been open, Ace wouldn't return the item, and offer no further assistance, so I called the guy that o was returning the part for and he came to the store, and they proceed to return the item with no problem, but the only difference is see between him and me is my skin, im a black woman, and he's a white man, the treatment, and privileges stood out like a sore thumb, I am sick and tired of white people treating us less than, i will be post this experience all over social media, black people must stop shopping with people that don't treat us fairly.

Placed a pick-up order at my local Ace Hardware for an item that was listed as in-stock. I later received an email stating the item was not in stock however it was being ordered for an estimated pick-up almost a week later, not the 15 minutes originally stated when placing the order. I was not given a choice. I needed this item much sooner so I purchased it from another store. I attempted to cancel the order I no longer needed, and could only "request" cancellation. I was shown a message stating someone would review my request and be in touch within 48 hours. Well more than a week later and I've heard nothing. The order still shows as 'cancellation requested' and my card was charged the moment I placed the order. I'm held hostage by an absolutely incompetent system. Absolutely ridiculous and I will not be using Acehardware.com ever again, period.

Online orders cannot be cancelled after 1 hour. Surprise: the clock starts 55 minutes before you click the Order button! Less than 5 mins after ordering I got such a notice. It took 3 calls to get back the $173 back. But Ace kept the $261 Shipping fee. Their computers are fast, just awesome. Helping their bottom line, so glad I could help. Case #00700560

I’ve never shopped with Ace Hardware. But I just received the worst customer service from the 4415 Gus Thomasson, Mesquite location, regarding a simple online order! Attitude for no reason, other than she felt the need to be rude. I will never shop this company again. After pulling up the company, I see quite a few negative reviews. Never again!!!!!!

I will never set foot inside an Ace Hardware store again. Ever. I purchased a mower online for in store pickup. I noticed the order was immediately cancelled. I called the local store, who couldn’t figure what happened. So I called customer service. I don’t recall ever having a call with any customer service representative that was so outright flippant. He was rude and condescending. He eventually hung up on me. I called back and got another representative who was more pleasant, but not helpful. With so many hardware stores in my area, including all of the big chain stores, so long Ace. I really wanted to support the little guy. But I won’t do so at my own expense.

I placed a significant order on June 28, 2026 (Order #redacted) for a full set of premium Ninja grilling gear: the Ninja Artisan Ceramic Grill Pizza Stone (16 in. LX 16 in. W), the Ninja FlexFlame ProConnect 3 Burner Liquid Propane Grill and Smoker (Black with Griddle Accessory), the Ninja Black Grill Cover, and the Ninja Stainless Steel Grill Rack (15 lb, 24.33 in. LX 9.65 in. W). This was specifically for my kids and grandkids visiting for the week of the 4th of July—America’s 250th birthday. I wanted to host memorable family cookouts, pizzas on the stone, smoking, and grilling with everyone together. The order was supposed to be delivered on July 2nd. Instead, Ace Hardware completely failed me with zero communication. No delivery on the 2nd. No email updates. Nothing. On July 3rd, I called the local store to arrange pickup, only to be told the entire order had been cancelled. I then called Ace Hardware customer service, and they confirmed the cancellation but could provide zero explanation for why it happened. No apology of substance, no offer to expedite a replacement, no compensation—just a shrug and "it's cancelled." This level of incompetence is infuriating. I planned around their promised delivery. I told my family we'd have this new setup ready. Instead, I’m scrambling last-minute on a holiday weekend, dealing with disappointment, and explaining to grandkids why we can't use the gear we were excited about. No "processing" updates, no "out of stock" heads-up, no courtesy call or email—they just vanished the order like it never existed. For a major holiday purchase tied to family memories, this is unacceptable. Ace Hardware's system is broken. Their communication is nonexistent. Their customer service is useless. They ruined what should have been a highlight of our family reunion. I’ve shopped at Ace for years expecting small-town reliability with big-box inventory, but this experience proves they’re just another unreliable corporation that doesn’t care once the order is placed. Do not buy from Ace Hardware online. They will let you down at the worst possible time with zero accountability. I will be taking my business elsewhere and warning everyone I know. Strongly recommend avoiding Ace Hardware for any time-sensitive or important purchases.

Tried to order item online 4x.. went to store in West Columbia SC, they were no help. Called corporate, no help..not surprised why these small stores are dying off, poor customer service and ordering online is IMPOSSIBLE

I recently tried taking advantage of the rewards days 15% off online coupon and placed an order for a higher ticket item. I though I was going to get to save almost $100 and earn 4,844 points. Then I got the notification my order was cancelled. So I tried several more times before calling the 800 number. On the phone I was advised by the lady that it's because my bank is blocking the payment and I replied that is incorrect. I tried mutliple different cards and even used paypal to try to get it to through. She literally told me "thats too bad". I have been using Ace for all of my home needs for YEARS. Terrible customer service and honestly not even worth a star. I ended up having to buy the item at another retailer for $100 more and i had to drive an hour to pick it up.