Ace Hardware Reviews 391

I recently moved the Texas hoping to shop local stores so I tried the local Ace store online and placed an order. I received the order confirmation for delivery today. I still haven't received and tracking info, so I attempted to use their chat option. As usual the AI CHAT bot sucks. Sent me a link to open a spread sheet with tracking info. The most crude tracking info I've seen after almost 30 years in information systems. Nothing about my order. So I finally got a live person in chat, but he acted like a robot and kept repeating the exact same comment over and over and refused 4 times to escalate my inquiry. He said my name and order info couldn't be verified. So I copied and pasted it from their website from my account order history. He replied with the same canned response. The said chat was being disconnected after I asked him again to escalate my inquiry. His name was Luis L. 10/7/2025 12:40PM. I'm sure ACE will have some BS excuse for this, but there is no excuse for this. I'll never deal with them again. The Harker Heights store can thank ACE corporate for this cluster&^$%.

$85 to deliver a bathroom faucet? Pretty desperate business. Of course everybody avoids going there unless they really have to shop there….. not to mention they stock virtually nothing.

Visited my local Ace
Hardware store in Portsmouth RI to purchase some items. They did not have prices and the cashier told ME to go get the price. I asked him to because I didn’t know exactly what he wanted me to do. The papa bear mgr came over and told me that the customer gets the prices that the employees don’t know the prices of everything. I told him how terrible the service was and he told me he deals with “my type” all the time. Not sure what that meant. There was 3 other employees, 2 customers and 1 rep in the paint dept present and observing this unnecessary engagement! I ask the mgr for a district Mgr number so I could escalate. The store manager refused and told me to leave, get out or he would call the police. Dumbfounded I left but came back and returned all my items! I have been in retail customer service and always treat each and every guest with the utmost respect! Regardless if it is a sale or return! This manager should not be in a role to lead anyone. He is disrespectful, combative and very aggressive.

Ok so I had my local store cut 2 keys on provided about 6 months ago for my bmw, no issues , today I went to get extra Keys made for my lexus , and they refused service, stating they can't cut 3ed party keys , and never have been able to, I informed them they had done just such for me 6 months ago , and I was treated like I was lying and asked to leave the store unless I was going to purchase something, well after the poor service and insults , I can say our business relationship is official out of commission permanently.

WENT TO ELISTWAY ACE ON NORMANDY BLVD.
EXTREMELY DISRESPECTFUL AND TERRIBLE CUSTOMER SERVICE.
TOLD TO WAIT TO GO DOWN AN AISLE SO THEY CAN BE AT MY SIDE BIRD DOGGING ME WHILE I GET MY ITEMS.
WAIT WTF AND WHY?
58 YEAR OLD VETERAN TREATED LIKE A CRIMINAL.
TOLD OWNER F-THIS AND WALKED OUT.

I received two ace hardware gift cards for father's day. We have a new ace hardware in Little Elm so I decided to check it out. Worst experience of my life. I own a construction company. We have multiple job sites in the metroplex. I've never been treated so badly in a hardware store in my entire life. What I thought was an inconsiderate incompetent manager. That didn't know how to process the gift cards. Made me feel they were possibly stolen or fraudulent because of his ignorance of the gift card process. After waiting 30 minutes to check out I voiced my irritation with the process. That's when the manager called me a jerk ... said leave my information and he would get to it at his convenience. When I said that wasn't convenient for me.... told me to leave his store. That's when I found out he was the new owner. Apparently absent the day gift card processing was taught. And unaware of good customer service. I still have the gift cards and probably will the rest of my life. A good reminder of a horrible owner. Some people just are not ace hardware worthy.

No more Seright's Ace Hardware for me!
I am a veteran and entitled for a veteran's discount at the Seright's Ace Hardware Store at Post Falls ID. The first time at Seright's I asked for a 10% veteran's discount and provided my telephone number and Idaho driver's license that showed "veteran". Today, 7/7/25 at 5:37 PM, I provided my telephone number to Selena upon buying $30.28 worth of merchandise. I looked at the receipt and discovered no 10% discount. I asked Selina why no discount. Seline said I did not ask for a discount. Logically, upon creating an account the veteran's discount would be applied for purchases upon presenting a telephone number. Selina then ignored me and began cleaning a soft drink glass door display case, to Selina this was more important than helping a customer. I then contacted assistant manager Kyle for help. Kyle took about 20 minutes after many key strokes and several requests for me to enter my debit card for a $30.28 credit. Finally, after about 25 minutes later I was handed a receipt that showed -$30.28 credit and a 2nd receipt that showed the correct charge of $27.25.

About 30 minutes wasted and no credit shown on my bank card some 2 hours later - just 2 debit charges, - $30.28 and - $27.25.

Nobody at Seright's knew how to fix the problem in a reasonable time and Selina, a trainee, was rude and disrespectful.

No more Seright's Ace Hardware on Seltice Way, Post Falls, ID ever again!!

If I could leave zero stars, that what I'd choose.
Incompetence galore in the Rome, NY store. Twice now they have sold something out from under me after saying they would hold it for 30 minutes. Absolute morons working at this store.
I consider this store not worth my time or money.

I purchased a Craftsman Trimmer/Edger during their Buy One, Get Two Tools promotion. I was excited to get a free circular saw and jigsaw. After a few days, the jigsaw shipped and the circular saw was cancelled from my order. After inquiring with customer service they told me it was out of stock and was cancelled as it was "while supply lasts". I asked if I could get a different tool and was told no since the offer expired. I was not given compensation at all (as of writing this).

I would NOT have purchased the trimmer/edger if I knew I was not gonna get the 2 free tools. First time shopping online with Ace and sadly it will be my last time, there are too many other better stores with better service.

These people creat their own problems for customers and themselves! The entire experience of dealing with ACE Hardware will have you gouging your brain out. Ordering was fine, but everything after this was a circus! I was delivered a product with a smile that was severely damaged and ripped open in shipping and 20% of the product was lost (Promix BX Potting Soil 3.8 cu ft. Bale - 60 lbs) and then it was taped back together. It was left for me to deal with for 2 days. Trying to chat is an exercise in futility. I tried to delete my account with chat, it says it can and then fails. When it transfers, the BOT leaves the chat before you are connecting to anyone and it locks up in this transferring state indefinitely with no way to exit, close the chat or initiate new contact. I finally reach a Chat agent that says I have to delete it myself and provides a link, but the form it shows is cryptic and poorly created, with no options for the blank confirmation box at the bottom. It says to confirm the request and provides a blank box with no suggestions. Does it want Yes? You finally get a suggestion if you highlight the box before you type something. If you type, it goes away. It's looking for a huge exact phrase, something like "I want to confirm the deletion of my account". Who does this? What's wrong with YES? Why not provide the phrase before so you don't have to wonder? You can email customer service and they will do the deletion immediately, but the Chat people cannot, and doing it yourself initiates a ridiculous process of receiving codes and emails and is just over the top!! Earlier, I had previously called the store for help about 2 nearly identical Promix BX products that shows available on the website, but one of them has no delivery to store for pickup and delivery from store options. It can only be shipped at more than the cost of the item ($57). I already got free shipping and delivery on the other item, which was severely damaged. I never got a straight answer and still don't know why I can't order it or why it's on the website? Everything is an exercise in futility that will just make you crazy. No one here seems to care of acknowledge this, so problems just continue. This is about as bad as it gets!

I found the staff to be very friendly and approachable, especially to customers that do not have a strong sense of handy-work or hardware experience. They were able to lead me in the right direction and answered all of my questions as well as offered helpful suggestions.

The most unorganized Ace I have ever been into. Don't waste your time, most employees have about a 2nd grade education, management is less than kindergarten. Rude as well.

I’ve been a loyal customer at Ace Hardware in Kings Beach, CA for over 6 years, but I’ve recently been banned from the store without valid justification. This has deeply affected my life, especially living in a small town where reputations can be quickly and unfairly damaged.

Several months ago, I returned an item for over $100 and was told I would receive a check instead of cash. While waiting by the back door for clarification, the assistant manager told me they reviewed security footage and noticed me “doing weird things,” such as picking up an item in one aisle and setting it down in another. I explained that I was placing it down temporarily to climb a ladder to get another item I ended up purchasing. I also looked at my phone because I was researching a project. At no point was shoplifting mentioned—because I’ve never shoplifted in my life. It was clear they were searching for any excuse to keep me out based on personal bias.

When I returned to speak to Shera, the manager (and wife of the assistant manager), I was told by the assistant manager that the owners—who live in Santa Cruz—had watched me on security cameras and decided I was no longer allowed in the store. I’ve never even met the owners, and I don’t know why they’d have any reason to ban me unless they were fed misinformation. Years ago, Shera had followed me closely around the store making me uncomfortable. I had to speak to her boss about it at the time, and the issue was supposedly resolved.

To make matters worse, an employee once pulled me aside and said every time I entered, staff would radio to follow me and talk about me through their earpieces. She admitted she felt it was wrong.

The assistant manager even mentioned the owners “weren’t sure why I was even allowed to shop there.” This sounded defamatory, considering my past misunderstanding at the store had already been addressed and resolved. Ever since I was questioned about a theft I had no involvement in, things have escalated unfairly.

Now, I have to drive 15–20 minutes to Truckee for hardware supplies. This ban, based on untrue assumptions and gossip, has caused me significant stress and public embarrassment in my own community.

The fastener selection is famously extensive. I needed a few bolts and nuts for a car repair the other day and they had just what I needed. The amount of little drawers with nuts and bolts of all kinds in it is amazing.

B’s Ace Hardware Boise. Sometimes limited selection. This time I needed Big Green Egg help. Ron was there to solve my problem. Very helpful staff. I think of them as a “buy local” store.

Our store is in Etters Pa. This store goes beyond service to help you.If you order something it always comes to the store fast and they call as soon as it comes in.We love to buy local and support the small business, We try not to use big box stores.

They have no idea what they’re selling so it no point to ask questions. Just do the info before you buy.

During my time as a cashier, I was more than just someone who rang up transactions—I built relationships with customers, made them feel valued, and went beyond my job description daily. Whether it was helping a struggling customer, looking out for the remodel crew, or creating a welcoming atmosphere that brought people back, I made an impact. And yet, management chose to dismiss that value.
I was denied basic breaks due to staffing shortages while others received preferential treatment. I witnessed a culture that encouraged complacency and protected incompetence while disregarding those who actually did the work. When I advocated for myself, I was met with condescension rather than appreciation.
Now, with two locations severely understaffed, I’m curious—who will step up? Who will bring the heart and dedication that I, and others like me, brought every single day?
I am a Military Veteran, honored with an Army Achievement Medal, a Navy and Marine Corps Achievement Medal, and a NATO Medal. I am a graduate of Alverno College, multilingual, and have years of customer service and teaching experience. I am also someone who genuinely cares about people and the community. But despite all that, Ace Burlington would rather overlook real value to focus on people who do not contribute where it matters most—inside the stores, connecting with the communities that keep Ace alive.
Ace prides itself on being "The Helpful Place," but when management fails to respect and retain its best employees, what kind of help is actually being provided? I hope corporate starts paying closer attention before more dedicated, hardworking employees walk out the door—taking the true magic of the store with them.

Baskins Ace Hardware on Cape Cod has the worst customer service I've ever experienced in my 71 years on this earth. The people who own that place ought to be ashamed of themselves, used to be a great store when the owner Bill was alive who I knew personally.

The Oakdale strore has a fabulous selection if you are willing to pay their prices and only one cashier was working
Same item at Tractor Supply for 25% less and auto check out.