Ace HardwareReviews of acehardware.com

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.

Ace would not cancel my order even though the warehouse was still out of stock 11 days later. No money or no merchandise! Rude customer service! Will NOT do business with Sentry Mark Ace Hardware in Greensboro again. Stay away from Sentry Mark Ace Hardware in Greensboro!

Not wearing mask his chin was wearing it my mother is 82 i can not take a chance on me taking anything home to her and had to wait 20min till they found my order....

On May 11th, 2020 I ordered 2 overhead “T” brackets to store some materials in my wood shop. 4 days later I realized I did not need them so I went to the web site and following Ace Hardware instructions, cancelled the order. The order was in processing. Today, 20 May 2020, I get an email saying that “they cannot cancel ship to home orders”. I checked my order on their website and it is still “processing”. This is a sorry, self absorbed company that appears to have no time for small customers. They take forever to ship, overcharge for the products they sell and have the worst customer service of any online hardware store I have shopped with. There is absolutely no reason why they cannot cancel a ship to home order. Web stores do so routinely. Lesson learned. They will not get any more of my money.