Ace HardwareReviews of acehardware.com

The new Lake Dallas ACE Hardware located in Texas is awful. The manager is one of the worst leaders I have ever known. Her abysmal leadership, utter lack of training for employees, and completely deficient policy create stress, anxiety, and unfair application of the rules. The civil rights violations that she creates are illegal, discriminatory, and unfair. She singles out some employees while allowing others to do as they please; she doesn't know her own policies and refuses to share them with employees; she enforces age discrimination and speaks to her employees with derogatory and judgmental words; she holds each employee to a different uniform standard. Needless to say, turnover rate for her employees is very high, with no one still working there who opened the store only a few months ago. Even her department managers are clueless, not able to answer any questions posed by customers or employees. She attempts to hold people accountable to rules that were not stated, shared, or explained. Any policy question is answered with a vague answer that ultimately means they don’t know the answer. As a local resident of 26 years and a once loyal customer of ACE, I am now actively lobbying against this store and its abhorrent manager throughout my community and beyond. I DO NOT recommend shopping or working at this ACE Hardware; either experience will only cause you grief.

Ace rewards does not allow the employees at checkout to see if you have any rewards available. And the only time I’m thinking about Ace rewards is when I’m standing at the checkout and they ask me if I am a rewards member. So do I get out my phone and log into my ace rewards account and see if I’ve got any rewards available while I hold up the checkout line or do I simply just make the purchase and then go out the outdoor and back the indoor return the item and then re-purchase it using my reward. All of it seems like a big waste of time. Other retailers like Tractor Supply, Theisens, will be able to pull up my account details once they enter my phone number and tell me that I have rewards available and ask would I like to redeem them now. But not Ace Hardware and maybe that’s what they’re banking on most people aren’t going to go home log into their account and download the digital coupons for the next time they go in, which may be the next day or 3 months later. On the last time I was there I asked the person checking me out if they could do that. They said no your total is X dollars. Not would you like to take a look on your app and see if you’ve got any? No she just wanted to move me along.

I received a defective DeWalt battery (manufactured in 2023) from an online BOGO deal. Ace Hardware’s written policy states they pay for return shipping on defective items, yet after a 40-minute hold, their corporate rep refused a prepaid label and insisted I pay the return shipping myself. Local stores also refused the return, claiming they are "independently owned," leaving me in a loop of zero accountability. Ace is knowingly shipping old, faulty inventory and then forcing the customer to pay for the privilege of returning it. I have been forced to initiate a "Quality of Goods" dispute under the Fair Credit Billing Act since Ace refuses to stand by their own terms. Avoid their website at all costs.

I visited my local store seeking to make a purchase. Staff were helpful and instructed me to order online for "ship to store" delivery. Rewards Enrollment: I joined Ace Rewards specifically to utilize a $150 discount offered for this purchase. The Cancel/Confirm Loop: My first online order was canceled without cause, despite my credit card company confirming the transaction was approved. I received conflicting emails simultaneously: one saying "Canceled" and another saying "Thank you for your order." "Support Runaround": I called the ace support line and was told my bank declined the charge. This was false. My bank confirmed approval of the purchase. Live Failure: While on the phone with an Ace agent, I placed a second order of the same product -- thinking it was just a random failure. The agent watched it instantly cancel in real-time. He had no explanation other than to baselessly blame my billing address or card. Store Conflict: When I returned to the local store, I was told that "AceHardware.com is in competition with the local store." They offered to order the item but would not honor the $150 discount I earned through your Rewards program. The local store friendly staff did give me a $100 gift card for the store but not for the purchase. Ace hardware did not honor the Discount: I expected to receive the item at the price promised with the $150 discount applied. I do not want to be told to "call the store" or "call the bank" again. I am a Rewards member who has been given the runaround by both your corporate site. Hopefully this review platform warns other customers about the "Rewards" bait-and-switch.

Purchased item off Ace hardware website... purchase confirmed via email. Ace provides no data as to status of shipment as was directed for pickup at local store. Ace has implemented an AI based customer chat system that is non-sequitur. One cannot ascertain a simple inquiry: What is status of order? No response, other than a "kiss off" that says we found your order... but no status in response. Ace is destined like other foolish corporations to the "dung heap" of free market capitalism as their lack of support indicates a business model based upon: "for every sale lost we get 5 new ones so why worry? They should as they disregard our right of consumer sovereignty.

Unable to receive products after shipper lost pkgs, unable to get any information as to when I may receive my order. Never again! UPDATE: with no resolution in days I cancelled my order. Only to be told by corporate that a refund will not be issued until the product shows up! When no one can tell me when it will arrive. I lost my $hit. She called a store came back and said the same thing. As I am preparing to climb thru the phone, I get emails stating the product arrived, order was cancelled and my refund will be in 7-10 days. I call the store to see if it's in. It's not. He had to receive it, then cancel the order. But still 7-10 days untill I receive my refund. BUYER BEWARE! These are corporate policies and your store has no better luck than they do.

We brought our back-pack blower into the Oakhurst, Ca. Ace Store to have A MINOR GAS LEAK fixed and a new spark plug put in on 03/06/26. We had to put down a $37.50 deposit, and we were told it would be no longer that 04/03/26 before it would be ready for pick up. We have called the store several times, only to be given lip service telling us that the main Tech. was sick and that it would be ready soon. We complained several times only to get more lip service or no response! To date 04/23/26 we still have not been contacted, and being without the blower has cost me $130.00 to have an independant contractor blow down all the pine needles and debries off our 5 acre property. We have even let the store know that we will file a report with the B.B.B., to no avail! What's going on, when will we get our blower back? Bob and Liz

Very unfriendly to motorcycle riders. I needed to quickly buy a tool. I stopped wearing my riding backpack. I was literally looking at what I needed. Some kid asked me to leave the store. Manger said to leave the bag at the door. There is no way I was leaving my bag full of sensitive items unsecured. Had to go elsewhere, and will not return.... PS Why aren't women required to leave their purse at the front door?