Ace Hardware Reviews 

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.

Placed a $627 order online, using Ace's app. Received a message that the order couldn't be processed, try again later. Tried again later, same result. Changed credit cards, placed the order, it was acknowledged in the app with an invoice #, then received an email confirming the order. I was in the local store doing this, but needed to order online to get a $60 discount. They eventually looked at the order # and said it was cancelled, with no explanation. I checked my card charges and there were two pending charges for $627, but the card customer service said they saw no problems with the card. Acehardware.com customer service couldn't explain the problem either. Given other reviews with this same problem, obviously Ace IT has a problem! I went back to the store and paid full price for the two items with no problem. Support your local Ace stores, but don't waste time with the Ace app or online ordering.

The gentleman I had make keys for me was very professional, but still friendly, and both keys worked perfectly

To start with, their website is awful. I was trying to purchase a grill, and the website told me that the local stores had the grill I wanted in stock. I drove to the nearest one only to find out that they did not in fact have any in stock. I asked them what local Ace Hardware stores did, and they gave me the name of another one about 40 miles away. Before driving there, I called, and they didn't have them either. Great inventory system Ace! When I was finally able to order the grill online, I specified set up and delivery. They failed at this too and would do nothing to make the situation right. They have lost my business going forward.

Was let go from them at a store in Belton Texas for something that could not be substantiated and was something completely false. Started an investigation, and nothing yet, will be doing everything I can to make sure the situation is ratified

I placed and online order for pipes to have a water softener installed. It took them twice as long to ship them to me than they said it would which delayed the installation and I found out the pipe would not work. I tried to return them 26 days after I received them and was told it was outside the 30 day return period. They said 30 days starts the day you order something not when they actually get it to you.

Went to Emanual Church Location to buy a pluming piece of equipment. Got home tried to use it and it broke right away. Took back to ACE on Emanual Church Road and was told since it was used, they could not refund or take back as it was against ACE policy, and they would be fired for doing so. Most ridiculous thing I have ever heard. They practically robbed me. Sold me a defective piece of equipment and refused to do the right thing. I will never do business with any ACE location ever again

My husband and I went shopping at Ace hardware to buy garden equipment. It was taking longer than anticipated. I asked the sales clerk where the restroom was and she said there wasn't one. Needless to say that was BS and we left I went across the street to tractor supply where we got a restroom and all of our garden equipment.

PAULDING OHIO ACE HARDWARE. Bought a new stihl FSA 56 weed eater, after just a month the battery went bad, had to get another battery. Then less than a hour of use the weed eater stopped working completely! I took the weed eater in for service, after almost 3 months, and many phone conversations, was told that stihl warranty rep was replacing the weed eater. Then the service guys here at ace hardware said it was a trigger, and the weed eater wasn't going to be replaced, and after another 2 weeks, was told that it needed a new motor! When I asked about the replacement that was supposed to happen, I was called a liar, and when I finally came to pick it up after it was fixed,a repair guy became rude and verbally abusive with me,I told him I don't need him to treat me like that! He then told me to "take my piece of crap" and never come back! I planned on never doing business with these people anyway. If these people treat me like this,then they will do it to you too! BEWARE!

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?