Ace HardwareReviews of acehardware.com

"There are [FORTY EIGHT] people ahead of you. Please hold for the next representative" Impossible to cancel an order. Tired of hearing companies use the "covid" excuse, it's been months, adapt.

The Ace Hardware website purchases are terrible. I ordered an item in April, never received it and I can not get them to respond to an email. Tracking shows it went back to their warehouse. Luckily I have the customer service phone number as the removed it from their website today. 49 callers in front of me. It is no longer about the money now it is the principle.

Two weeks ago, I ordered 12 cans of spray paint online. I received a confirmation E-mail. It said they would send updates as they became available. A week went by. As I checked the status on line, it said “preparing to ship” It said this for another week. I tried to inquire via E-Mail. The link did not work. I then called the customer care number. I spoke with Mike. He said the order had left the warehouse in Pennsylvania. It was at the Colorado service center. He thought this was in Colorado Springs. He told me I would have it in a couple of days. Five days later I called again. This time I spoke with Dana. He could not verify where the order was, however promised to call me back with an update. Three hours later I received an E-Mail informing me my order had been cancelled. No reason why, just canceled. In addition, each time a called the “customer care line” I waited over three hours to speak with a representative. Didn’t have any choice due to the E-Mail link not working. Great customer service Ace Hardware!!!!

Buyer beware: Ace has [double secret] policy — not stated anywhere on website — that home delivery orders cannot be canceled. When, after 9 days, my online order status was still “preparing to ship,” I followed instructions on website to the letter for canceling order by email. Again, I emphasize that those directions have no limitations or qualifications. Then, 3 days later, when credit card charge was unreversed, I called customer service line — seven times before I was put in the hold queue. Two hours and four minutes later the rep firmly advised me of their secret no cancellation policy. No matter that policy is nowhere disclosed or that order hadn’t shipped.

Ace sucks, I mean sucks! Worst business plan ever. I truly believe they want to go out of business. Never buy from them. If you need to return, stores will not return. So you have to return via phone call. Which I had to call five times to get the slip. Each call waiting for 45 minutes to an hour. Then they charge for the return. Ace sucks. I hate this company. Buy from somewhere else. Trust me. If you have to return, you will regret it.

The worst! Ordered landscape timer online. Realized lights were bad and wanted to return. Never out of box. Local store wouldn't take it back, claimed independent from company. Waited on hold for over an hour to get R.O. and they wanted me to pay for shipping to return. HUGE hassle. Other major retailers don't do that. "Ace is the place for headaches". Never again.

Visited outside garden center twice at SD location this past week. Workers were not wearing masks and did not appear to be mind full of social distancing as would get in your way or stay in your way without awareness of their actions. When it came time to pay, was told outside register closed, but was open last weekend. Went inside to pay. Store wasn't busy, but out of 4 registers, the 2 in the middle were being used eliminating appropriate distance guidelines. An employee stood at the opposite register visiting and eliminating social distance. He had a mask on, but the checkers did not. The plastic shields were ineffective as the checkers heads came out beyond shield to scan items place on counter and their movement behind plastic shield did not offer a full proof containment protected area. A plastic shield used in health care is only that, a splash shield. Aerosols disbursed in many directions. I had a mask on and disinfectant cloth available. Exiting store required passing next to another person verses 6 feet wide area. They are not the only business failing the exit guidelines. After discussion with store manager at this and another store and an operations manager, the no mask by checker, appears to be a deliberate and intentional management choice instead of the CDC guidelines and medical advise. Maybe stores should post their protection details prior to entering the store. Curbside pickup would offer potential contact contaminant on items processed through checkout. That would be an extreme stretch, but not an exclusion. Thus, a small business chain that could sore at this time chooses to be mediocre based on their lack of support of masks worn by all. I was even told I would need to speak to the government to be provided a change to their mask wearing policy. That's okay, I have many options.

I ordered $700 dollars worth of merchandise from ACE online. They only deliver the grill ($400). None of the other items including a wheelbarrow where delivered or are listed on the bill of lading. I was home at the time of so-called delivery. The grill was damaged to the point where it was unusable.Shards of metal, bent legs, ect. It looked liked it had been dropped of the truck. I spent hours on hold trying to talk to customer service, and made multiple phone calls. When I was fed up and asked for a refund and someone to pick up the damaged grill I was told only the email team could help me. As expected I was given the cold shoulder. ACE responded I would need to file a claim with the shipping company on my own for the items and they would not be held liable. As for the 150Ibs of Scrap metal I would need to find a way to transport it to a local store for a refund. Why did I have to send pictures if they weren't actually going to do anything? I'm a single mom with a Honda Civic and no way to return this. Thanks ACE. For all things goods, please PLEASE do not give these scammers your money.