Posted by Derrick
Bought a wheel barrow and the box was torn up and missing parts
Ace Hardware Returns and Refunds
Please find details regarding the return and refund policies for Ace Hardware below. We encourage you to leave a comment regarding your experience requesting a return or refund from Ace Hardware so others can benefit from what you learned.Ace Hardware Return Policy
All items, except gas powered equipment and Ace Hardware gift cards, can be returned within 30 days of their original purchase date. A store credit equivalent to the amount of the purchase, minus shipping and handling charges, will be issued for all items returned within 30 days.
Items purchased online can be returned to any Ace retail store. If there is no store near your location, you may call Ace Hardware Customer Service at 1-866-290-5334 to obtain information about returning a purchase by mail. Any item must be returned in its original condition, with all associated documents, parts and accessories. Ace Hardware recommends that items be returned in their original packaging. If an item is defective after the 30 day return period, please contact the manufacturer regarding warranty information.
Gas powered outdoor equipment can only be returned if oil or gas was never put into it. Gas powered items that were used may not be returned, even if the fuel has been drained.
See what others are saying about Ace Hardware returns, refunds and exchanges
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Posted by Anonymous
Reading these post I came across a post from a Ace Manager from Dec 2021 thought it should be reposted so I am comping and Pasting it.
Posted by Bobby
on 12/11/21 at 5:28AM
This coming from a former Ace manager. I know the return policy can be very frustrating, but due to most stores being owned independently and family run here are some reasons why they don't accept returns.
If you buy at store A and return to store B, store B is buying back the product from you at retail to either sell at retail for zero profit or if it's defective they only get credited back the cost of the item.
So if store B just blindly accepts all returns no matter what they will be losing thousands of dollars a year. These owners don't make millions of dollars in profit. If you own one store that makes a couple million bucks (a good store in a city) per year, profit is only about 100k before taxes. These small town mom and pop Aces are fighting to make 50-75k profit for their salaries for their families. Yes the ace website is misleading as far as returns but these independent stores have every right to deny a return.
Let's face it, at least 75% of returns are people trying to scam or people that misuse products. Thanks to them it hurts everyone. .
Sure, Lowe's, Home Depot, Amazon have better policies, they aren't privately owned and they make billions. Therefore the (whole company) not a mom and dad with 3 kids working for them doing this to put food on the table. is ok missing out on a few thousand. It doesn't hurt them.
12
Sep
Posted by Letty 2079
Do not waste your mo eye on Ace weed eaters. Biggest waste of money. I bought a $200 stihl weed eater and they put gas in it before you even leave the store, you don't get a choice in the matter so you can not bring it back. I hardly was able to use it because the line kept melting from it over heating. Should have just went to Home Depot or lowes.
06
Jun
Posted by BILLSAL
New Store In Dayton,nv
05/31/22 Purchased A Yard Catr For $49.99, Gave The Unpleasant Woman A Coupon For $5.00 She Scanned It And I Paid With My Atm Card..i Got To The Car And Noticed I Just Paid 49.99 +tax....where Is The $5.00 Coupon Discount.....went Back Inside Spoke To The Manager And Was Told "oh Sometimes The Scanner Doesn't Work". I Said So You Will Andjust The Problem, He Said "no I Can't Do That" I Asked Is That Your Final Answer He Said Yes.i Then Took Back My Useless Receipt And Said This Will Be The Last Time You See Me He Said "ok Fine"...i Know Your Saying It's Only $5.00 But It Is A Half Gallon Of Gas Or A Gallon Of Milk Or A Dozen And A Half Of Eggs...if This Is Going To Be Ther Method Of Doing Business In Dayton,nv They May As Well Close The Store Now And Let The Bunnyranch Take Over The Building...the Customer Will Get The Same Results But Will Enjoy It More
15
Apr
Posted by recarter07
Very easy return! I'd bought something that my partner asked me to return (we couldn't use it). We hadn't opened it; I brought it back in to the original store where I'd purchased it just the day before. I had the original receipt. No ID required, just my name and debit card (original payment method). Full refund promised in a few days. Big weight off my mind!
20
Mar
Posted by Hardware Honey
What a disappointment. I went to return some shelf liner I disliked, unopened in perfect condition, and to the original sore of purchase. . I'd also bought a smaller role, so I know I disliked it. Anyways, apparently over 30 days doesn't even grant you store credit. Maybe I'm spoiled since I work at Costco, but privately owned or not, I will not be back. I will go to the bigger chain stores just for that reason.
10
Mar
Posted by TLB
First and last dealings with Keith Ace Hardware in Georgetown TX. Bought two space heaters online. I went to pick them up and I realized when putting them in my car that they were the wrong model. Come to find out, they had sold the units I paid for online to someone shopping in the store. They then pulled two cheaper units to give to me. NOT OK KEITH ACE HARDWARE! Family-owned or not, very under-handed! Never again.
27
Jan
Posted by sfc
I purchased a 15 Amp GFI Breaker and other things for my home remodel project. The project took more than 30 day, (which I didn't know was your return policy since Home Depot is 90 days).
Yesterday I went to the Crystal River store to return the unopened breaker with original receipt. I was told of your 30 day policy. She also said , matter of factly, we don't take returns on electrical items. This is ridiculous. I just read the policy. It mentions nothing about not taking electrical. From now on I will the extra 5 miles to Home Depot. Lesson Learned...
26
Dec
11
Dec
Posted by Bobby
This coming from a former Ace manager. I know the return policy can be very frustrating, but due to most stores being owned independently and family run here are some reasons why they don't accept returns.
If you buy at store A and return to store B, store B is buying back the product from you at retail to either sell at retail for zero profit or if it's defective they only get credited back the cost of the item.
So if store B just blindly accepts all returns no matter what they will be losing thousands of dollars a year. These owners don't make millions of dollars in profit. If you own one store that makes a couple million bucks (a good store in a city) per year, profit is only about 100k before taxes. These small town mom and pop Aces are fighting to make 50-75k profit for their salaries for their families. Yes the ace website is misleading as far as returns but these independent stores have every right to deny a return.
Let's face it, at least 75% of returns are people trying to scam or people that misuse products. Thanks to them it hurts everyone. .
Sure, Lowe's, Home Depot, Amazon have better policies, they aren't privately owned and they make billions. Therefore the (whole company) not a mom and dad with 3 kids working for them doing this to put food on the table. is ok missing out on a few thousand. It doesn't hurt them.
20
Nov
Posted by JDonalds
Bought a Mr buddy heater from my local ace in Salisbury MD. This was for my sons 1st birthday party to assist my other two heaters in warming our pole garage. Didn't open the box and tried to return within 8 hours. I had my receipt. I was told I can't return? I was told "there are signs on the isle". First - this is terrible customer service. I'm looking for a heater not signs on what can or can't be returned. Second - doesn't fit their return policy online at all. Third - they were make shift signs done on a computer. Terrible service. I won't be returning. Less then a mile from my house and I will drive out the way to Lowe's for everything from now on.
17
Aug
Posted by Jules
Bought a pack of 25 sandbags on Saturday from ACE in Pensacola. Husband said they won't work for us. Our backyard had 2 feet of water from Hurricane Sally last year. Me, being a woman didnt realize that sandbags wouldn't help. I tried to return them at the same store, but was told they are nonreturnable because they are considered hurricane supplies. The bag was never even opened and I had my receipt. Doubt I'll be shopping there anymore.
04
Aug
Posted by Bb
Bought a $39 pole saw at Ace in Jackson ca. Opened but did not use blades. One pull on the 1/4 inch puny rope with cheap thin hardware told it all-NO WAY FOR $39. I returned in original package because I had not taken blades out just pulled on the rope and when I brought back with receipt the next day the manager told me she would not take it back I was so upset I walked out and left it
12
Jun
Posted by Gravelman
Purchased in Monteagle Tennessee 6-10-21 Bought a Stihl FS91.R-Z also along with the purchase I got the saw blade attachment, the blade,a fixed head line attachment, got the recommended Stihl pre mixed fuel all together Over $500.00 in all, the store manager filled the gas up in store to start it,,it started but sounded like it was bogging down, didn't think muchnabout that then, when we tried it it wouldn't cut grass 16 inches high, kept stalling and bogging, bought it back, Store managernsaid there was a no return policy on gas powered engines that had gas or oil put in them on store receipt, showed him my receipt it didn't say that, he says it's on the cash register when checking out, What ??? How can I see the cash register, I didn't put gas in it the manager did, I own a small business and buy a few hundred dollars in stuff there a month to support local business, NEVER AGAIN, the WEEDEATER IS GARBAGE, my $120 Husqvarna weed eater will smoke that STIHL, they sell that junk at the public expense, Warning pay attention about the inferior junk they sell and the no return policy, never again will I patronize Ace hardware, rather drive 25 miles to a reputable Home depot or lowes, I GOT THE SHAFT TO THE TUNE OF OVER $500 OF HARD EARNED MONEY
19
May
03
May
Posted by Anonymous
Bought things at one Ace, went to return at a different one closer to my work and was told they are independently owned and won't do returns from another store. No Where near their registers was this posted. At all. Everything being returned were ace brand products also. What a joke.
24
Apr
Posted by Anonymous
I will not shop here again. I bought an Ace wheel barrel that is defective. I was told that it is a tool and no returns on tools period. My argument is it is defective. Apparently does not matter. I paid 89.99 for this thing that you cannot carry anything because it flood to the left or right.
Not cool at all. Doesn't even matter with or without receipt.
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Mar
Posted by Travis
Just bought Sthil vacuum/ blower for my yard.. Salesmen told me it would work on what i was trying to and if it didn't perform bring it back for a return.. Called today to return product and was told they don't except returns. I will never buy another thing from ACE again worst customer service and sales "PERIOD"..........
09
Feb
Posted by Anonymous
Well, it's waaaay too late to return the item I bought but the item itself is a piece of garbage. I bought a shower curtain rod months ago and finally got around to attempting to put it up in my shower (just removed the sliding glass doors, I want a curtain instead). I took the rubber/plastic (it's just plastic) cup off one end and it's all corroded and rusted underneath it. On the other end the metal tube actually push/cut through the plastic cup and cut out nearly a perfect little circle. So if I was to put it up in my shower raw metal would cut into my shower wall.
Fortunately that won't happen because I can't get the thing to unwind and extend long enough to put up in the shower. I twisted and twisted and twisted and finally it lengthened 2 or 3 inches and that's it, won't extend any further.
This is a brand new rod, atleast it's supposed to be. It didn't look like a brand new rod once I got it unwrapped and took a look at it. It looks 100% used -corroded, beat up and broken and stuck shut.
To me it looks like they got a return and just rewrapped it and sent it back out for some store to put on the shelf and some sucker to buy. I don't blame the particular store where I bought it, this was probably done in some returns warehouse.
Unbelievable. I would expect something like this from a chintzy seller on some website but not from an actual brick and mortar store.'
I was thinking of asking for store credit since I don't have the receipt anymore but after reading all these reviews I'm sure I wouldn't even get credit w/o the receipt. It's this simple, from now on the only thing I'm buying as Ace Hardware will be plants or dirt for those plants.
Another commenter is right, Amazon has a better return policy, I'll buy another shower curtain rod from them.
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Jan
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Dec
Posted by In Charge
Bought a Tru Guard Tactical Flashlight, believe it was for around $35..and it has a warranty good for 3 years after purchase..within 1 month, something became loose on the inside and it would not stay on, jus flicker...so took it and the packaging as well as the receipt back out to the store and was told by an employee I would have to wait till the Boss came in the next Monday, for they would have to determine the outcome..so I jus left it with them and returned Monday..I was met at the cash register by the same employee who grabbed my flashlight and proceeded to click it on and off and on and off..said "she works jus fine now..me and the other employee got in there and fixed it"...so now I have a flashlight that they screwed up my warranty on because they took it upon themselves to mess around with it..they half assed gave it to me along with the packaging and receipt and said there ya go...Furious, I went home and proceeded to call up the Corporate Office in which I told the story to them..and they said..and I quote...
"We are very sorry for how you was treated..they have a list behind the counter of things that are no questions asked when it comes to returning merchandise..and the Flashlight is on the list!". She said that it looks like they're going to have to do another training course about this, and apologized again..then asked me for my address and all and said in the next two days they were sending me a package free of charge containing not one...but 2
brand new Tactical Flashlights..
You want something done, don't mess around with the little shitheads..go above and beyond..or I guess, jus don't mess around with me,?
02
Dec
Posted by Sonja C
Ace Hardware in Mossyrock WA will not honor 30 day return on a blower that died after 3 uses, 10 days after I bought it, because they said it has to go through a Toro manufacturers warranty because it has been used. I have the receipt and the box it came in, but even though everything I have read online from Toro and Ace days to return it to the seller, Mossyrock says no. The phone number on Toro's website for electric blower warranties is useless because you cant get through to the correct department. Im feeling really ripped off and unsupported by both the retailer and the manufacrurer.
01
Nov
Posted by Coast101
Purchased a drill from Ace for $170. After 2 uses (about 2 months later) it would not run. The battery was charged but drill would not power up. Went back to ACE and was told I would have to deal with the Dealer (DeWalt) since Ace only allows exchanges within 30 days! Big hassle getting any help from DeWalt.. now 6 months later still waiting for repair from DeWalt.
I will NEVER buy anything from ACE again.. I purchased another drill (Not DeWalt) from Amazon. They at least give you 90 days to return !! Much better policy.
Retailer like ACE hurting themselves by their return policies. Amazon is much better.
28
Oct
03
Oct
Posted by niki069a
MY feed back you have a terrible return policy and you are using a virus to cover up your short comings.
You sent me a defective product and it's like pulling teeth to return it an recapture some of my money back.
The Virus had no affect on your personnel when it came to charging my credit card but to return it the virus has crippled your office what B....Sh...
03
Oct
Posted by niki069a
I have been trying to return my item for the past two weeks and I wrote emails three different times and received the same delay tactics that you use due to the Covid19 we a re protecting our employees. Covid19 had no effect
when you withdrew $72 from my credit card did it? cut the baloney send me a return label and an RMA so I can recover some of my money after you sent me a defective product. Instead of your standard BS message if you cant send me a label email me the address and return authorization as where I have to ship this product. You may be ACE in name but bot in Customer Service.
25
Sep
Posted by Al
Better tell your associate stores about your return policy. I purchase a 1 gallon lawn/garden sprayer recently from White Jones Ace Hardwar, Anderson, SC and tried to return because I found it defective the first time using. It does not hold pressure as others I have purchased from Ace Hardware and the spray tip nozzle would not adjust spray. A clerk filled it with water and said it worked fine and refused to take it back even though I wanted to purchase another sprayer. I told him I would not shop ay any store that would not honor their return policy and he didn't seem to care. The sprayer DOES NOT work to my satisfaction.
I guess this is the end of my shopping at Ace Hardware, so discontinue my Reward program.
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Jun
Posted by Menards for life
Ace website says "Items purchased online can be returned to any Ace retail store." Too bad it doesn't work that way. I was going to give Ace another try and was informed they can't accept returns from other stores. Menards is now my go to, they have no problems with returns.
22
Jun
20
Jun
Posted by Anonymous
Never again will I buy anything from Ace Hardware. I have two unopened items I've wanted to return for months but keep being told they're not accepting returns. I asked "when might you start accepting returns" the manager said "when the virus is over". I asked if he had a ballpark idea when I should contact him again about returns, he said snottily "how do I know when this virus will be over?"
The hell with it. I'll just keep these items that I know I'll never need. If this Ace Hardware in Howell, Michigan was the only hardware store in the country open I wouldn't go to it.
I am permanently done ever shopping at any Ace Hardware business in the future.
08
Jun
Posted by Andy
Don't buy from ace. They are the worst. Seriously I can't believe how horrible this business is. I really think they want to go out of business. If you buy online, you can not return to stores. And trying to get a hold of customer service is nearly impossible. I have called five times, spending roughly an hour on hold each time. The agents says they are sending me the return label. But it never comes. Also you have to pay for returns. Do yourself a favor read this review and stay as far away from ace as you can.
29
May
Posted by Anonymous
Purchased a Lawnmower online, to be picked up 30 miles away in another city. Stated it was in stock at that location. However within a few hours I found the same mower locally. So I followed the order cancellation procedure and emailed them the cancellation. I then picked up the mower from a local store. I still have not received a confirmation e-mail about the cancellation. On the status page it still list preparing for pickup. This is 4 days later. My credit card has been charged, this is an expensive battery powered mower, not cheap. Have sent several e-mails no response. I tried calling on several days, impossible to get a rep on the phone. This is the worst customer service I have ever experienced. Will never do business with them again. At this point doubt I'll get my money back. How can a company of this size have such horrible customer service. Do not do business with them online.
27
May
16
May
Posted by Cody
Ordered an order from online, neither was right for my project and wanted to return them both. Online it says to return in store, have attempted to return the items in store twice and spent time on the phone with Ace with no response. Really just want to return the two items that I don't need. I have never had such a hard time trying to return products to a company before.
12
May
Posted by Former ACE Customer
Bought two X Hose products with a "Lifetime Warranty" from ACE Hardware. Product is complete junk, and was subject to class action lawsuit that has been settled and is no longer available. ACE Hardware refuses to refund purchase price or honor warranty of a crap product that ACE sold and profited from. I am done with ACE Hardware.
07
May
Posted by Dissatisfied Online Customer
I made an online purchase on May 3 at 8:00am to pick up from a local store. The website said that the item was in stock. I received an email at 9:15am saying
The below item(s) in your order (removed actual order number) have run out of inventory at your local Ace store. We apologize for the inconvenience.
As a courtesy, we have ordered this item(s) to be shipped to your local Ace store to arrive in their next shipment.
Please look for your Order Ready email indicating that the item(s) has arrived at your local Ace store and is ready for pick up or delivery (if delivery was selected at checkout).
I called the local store and was informed that the shipment would be in on May 5. I didn't want to wait so I went to the store to purchase something similar to the original item. There I was told to call on Monday to cancel the online order because customer service is only open Monday thru Friday.
I called Monday and cancelled the order. Here I am today, no product, and no refund. They're online order system is horrible. I will only purchase inside of the store and using cash. I'm now in the process of having to fight for $100+ dollars for a product I didn't receive.
06
May
Posted by Not Happy.
My local Ace stores are wonderful, they are very helpful and professional.
I can't say the same for their online corp.
They have no problem taking your money even for products they don't have in stock.
However try and cancel an order, and good luck. All of a sudden you no longer matter.
I've been waiting well over hour and a half on my phone, and no response.
I tried their on line cancel page and that doesn't work either.
I will never buy an online product from Ace ever again.
They have very poor customer service.
09
Apr
Posted by Annoyed
We bought a Craftsman MTD lawnmower from Ace Hardware in Tracy, CA. From the very first day we used the mower it did not work properly. White smoke billowed out as thick as fog. When we took it back they said there is nothing they can do and that NOTHING was wrong with the mower. They didn't let us know we had to take it to an authorized mechanic for repair. We are now stuck with this mower that sputters and stops and blows out huge amounts of white smoke. The repair will on is because I can guarantee it won't fall under manufacture defect. Pissed!! Frustrated!!
08
Apr
Posted by Anonymous
Bought a NEW TORO mower last week and it will not start. I bought at ACE to keep my business local and TORO has always been a good product. Called the store and was told it was not their problem and take it to a service center to have it repaired. Now, I'm so mad, all I want is a full refund. TORO also as not been helpful at all. You call their 800 number and can never speak to a human. What recourse do I have?
12
Feb
Posted by Anonymous
I went out of my way to purchase caulking and when I went to use it, it was the wrong color. That is the package said clear transparent and the caulking was white. I drove 30 miles (round trip) to the closet store and they refuse to return it as it wasn't purchase at their store. I called the store where I purchase the caulking and they said they could do nothing unless I brought the item in. That means another trip of approximately 60 miles (round trip) for a 3.00 tube of Ace caulking. The receipt and Aces online return policy doesn't say anything about the original store. This is an ACE product and I just want you to refund on my credit the $3.00.
09
Feb
Posted by Tim Smith
What a joke. I bought a new Stihl chainsaw because of how much work I had to do on my property. Chainsaw broke down within 20 days. Now I'm stuck waiting for them to repair it. Purpose of buying something new was for it to run. And if it breaks down for you replaced with something else. I guess that's why Ace is being choked out by Home Depot and Lowe's. . The return policies are much better. Not to mention when I purchased Chainsaw the one I picked out they went to get it fixed up and ready for me to leave with the store employee broke it. So I did get one that I was not wanting. Not to mention a week ago. I drove all the way up to Ace 20-minute Drive to get new chain and the man gives me the wrong size...
09
Feb
05
Feb
Posted by Sue
Our family purchased an electric toro snowblower for my 83 year old father for Christmas. It quit working in less than 3 weeks. I purchased the item at a store 4 hours away. I mailed the receipt to my dad and was sure Ace Hardware would help him. The local store was very kind, but since they had not ever purchased that item, they were not able to replace it. I spoke to the owner of the store it was purchased at, and he recommended I bring in the item and receipt, and it could be sent to the service center. I will have to travel 4 hours to pick it up. I trust this will eventually be taken care of despite all of the delays, but I will never again purchase a big or expensive item from Ace Hardware.
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Nov
Posted by BourqueCrew
I purchased some basic items for a project I was helping a friend with downtown Chicago. I made sure to ask them if I could return any extra items I didn't end up needing. They told me: "Of course I could to any Ace Hardware within 30 days" well I tried to return the items at the Ziegler Ace Hardware in Bartlett, IL. The very unfriendly elderly lady working at the front, said I can only return items to the exact Ace I made the original purchase from! Now I'm forced to drive 30+ miles to return $10 in unopened items!! Very rude and unpleasant to deal with. Ace shouldn't have such rude associates be the front line if they have zero customer service abilities!!
26
Nov
Posted by Matt
I purchased a water pump from the Purcell Ace hardware yesterday. The pump did not work it shut off turned on shut off turned on. also the amount of water coming through there was half the amount of a pump that was half the horsepower that it was. Upon return, the guy who owned the store, put it in a bucket and as it was pumping water said it looks fine to me and wouldn't return it. he then said that I was trying to take him for his money. Ace policy states that you should get a refund or store credit within 30 days. This was only one day, and the guy gave it back to me and told me to leave. The worst customer service I have ever received in my life. I will never shop at Ace again. when I was leaving I asked for my receipt back, to which the lady said I didn't give her one and she had print one out. I then informed them that I gave the receipt to the gentleman at the counter to which he immediately grab the receipt and gave it to me. Bad business!!!
05
Nov
Posted by Anonymous
I purchased 2 gallons of paint. Put some on my wall and did not like it. It was much lighter than looked like on paint chip. Looked up their return policy, said you can return anything within 30 days. Took it back to store,was told they do not exchange paint. I told them it says on their web sight they do, he said not true. Told him even Walmart lets you return paint!! I will never shop there again!!
13
Oct
Posted by Kiss my Ace
Like other bad reviews, I was told each Ace store was privately owned . The female cashier I dealt with Saturday morning at the Canby, Oregon store told me I would have to take the hand operated lawn edger back to the store it was purchased from. It was a gift, so no receipt. I did not know which Ace store it was bought from. She went back six months on her computer to find out if it was purchased at this store. She said one was sold in August, I need a receipt. I did not want cash, I just wanted to exchange for something else. Oh well,sorry, nothing I can do. Who cares which Ace store it was bought at! I thought Ace was a national brand. The Ace name is all over the tool. I spend hundreds a year there with the preferred customer card. Oh well, sorry, no more purchases from you.
04
Oct
01
Sep
Posted by Bad customer service at Powell W
Ace Hardware Powell WY- Cashier Jeanette threw a fit when I returned defective lawn sprinkler set with store receipt. Grumbled that she'd have to put it back in the box. Then left the register, hunted me down, and angrily said "it was used and not eligible for return." I purchased it the day before, I explained, and had to set it up and run it which was how I knew it was defective. I asked to speak with a manager. Manager on duty -Laurie-said she didn't have the authority to refund my money. Said I would have to come back tomorrow and speak with manager. I told them I would be quite upset and would research the ACE policy and I couldn't imagine that it would not accept a one day old defective purchase with receipt. I said I was an ACE rewards member and had spent hundreds of dollars in their store. I was certainly not trying to "cheat" anyone. After getting upset, the manager in duty finally refunded my money, all the while Cashier Jeanette was badmouthing me to the other clerk and customers where I could overhear.
26
Aug
Posted by Morganman34
Tried return some $6.00 staples had partial receipt would only put store credit,take it the staples had never been open bought two same size, I was tight that month fixed income needed money for a prescription need to be uniformed in there policy, im the type I love small businesses even pay little more especially if staff are friendly and knowledgeable don't u think u would go the extra step with ur competition like Lowe's and Home Depot just not gd business and not return that dudes $3.00 item if it was brand new and a ace item like mine was shame on you ppl we're your compassion little it was the gosh dam 4thif July u bad ones ruin it for the local ones which I'm sure there plenty but ppl will complain ten times more then compliment just sad human nature ✌️
20
Aug
Posted by DBT
Guys DO NOT SHOP ACE HARDWARE. Bought an inverted in vacation. Wouldn't work. Tried to return it at my local Ace when I got home and they wouldn't take it. Some crap about each store being privately owned. If that's the case, they should call the damn store "Last Name" Community Hardware. I wish Ace could be sued for non-transparent business practices. I at least wish they'd go bankrupt since there's so many competitors. Seriously, guys. Shop somewhere else. Terrible company.
16
Aug
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Aug
Posted by Corder
Several months ago I purchased a replacement bug light at Ace Hardware, since this is the only store in town (Lucena City Philippines) that carries this item. Recently the light finally stopped working. At this time also found out the light tubes were to short for the light. Asked the wife to return this to ACE with the sales receipt since they're always requesting it on return items. Sad to say they didn't have the light fixtures, also said this receipt is to old. Their sales receipt says valid for three years. Poor soul asked her to show that statement on the receipt. This item has never been used, just tested in the store only.
05
Aug
Posted by Anonymous
I purchased an electric bug zapper last year at Ace hardware in Ord Nebraska and needed a replacement bulb for it this year. They did not have the replacement bulb in Ord but I found one in Lincoln Ne at another Ace Hardware The bug zapper did not work with the new bulb so I took just the bulb back to my local Ace Hardware in Ord. She said we cannot return this bulb because I bought it in Lincoln. Seriously!! I bought the bug zapper here that no longer works and wasn't even asking for a refund on it just the bulb.
The person told me each store is owned privately and therefor I had to take it back to the Ace I purchased it from!!! Why call yourself an Ace Hardware then. I'm suppose to take it 170 miles back when you didn't carry a part for something I purchased at your store! What ever happened to customer service. She said she couldn't give me money for something they didn't sell. I said you would have a bulb for the bug zappers you sold. I read all the store policy I could find and found none on the nonsense she told me. I'm not sure they will see any more of my dollars. Be ware shoppers Ace Hardware is not a chain after all. Fine I'll shop at big box stores tried to shop at small hometown store but it bit me.
12
Jul
Posted by Homesick49er
I have my receipt and it states cut-to-length items are not returnable. On the back it says, "We will fix it, replace it, or refund your purchase. Your receipt is all you need. Took 3 gallons of paint back - needed stain - and they (manager Mike) would not return 2 of them. I opened the blue and painted a 10"x 10" pc of wood and really didn't like it.
In addition, the cash register girl kept my original receipt. Noticed when I got home. I spent $75 on this paint and shop here all the time. I want a refund back on my card! I spent another $35 today!
10
Jul
Posted by Dagoangel
Ace hardware downtown San Diego rocks,, they are my store but. I bought a lasko twin window fan like 4 days ago and. It wasn't really working but. It said it takes awhile then. Mind you been in one window sents I bought it for $69.99 it just stopped. Won't power on I didn't drop it haven't moved it. And . I'm knowing all have no problem retuning it. . Kind of bummed that this happened but as I get a refund,, all make it up to my store buying a air conditioner .. Sweet. I love ace and there returns are . Not hard and as long as you've got what's needed then no problems will happen
04
Jul
Posted by ExCustomer
Nowhere in the Company Policies does it state an item must be returned to the original store...just within 30 days.
My motorcycle ran outta gas, I tried to return a $5.00 item and was denied. It's no big deal unless you leave your wallet 30 miles away with zero resources. Our friendly associates at the Kissimmee FL on SR-192 will not lift a finger! I've already walked several miles in the July 4th Florida heat.
Over-priced and not as FRIENDLY as you are lead to believe.
02
Jul
21
Jun
19
Jun
Posted by John
I recently bought a pressure washer from Ace Hardware in Bellingham Washington.
I put good clean low ethanol gas and fresh oil in it.
I ran it for an hour on my deck then shut it down, restarted it and it ran fine for 10 minutes I let go of the trigger and it started to overspeed so I shut it down,
I returned it and was told they would look at it.
10 days later they called and said come pick it up and it's Ace policy not to except returned gas powered equipment.
They should have said that right off the bat.
I just wanted to give my business to a locally owenef business.
This experience forces me to go to Home Depot, Costco and Lowe's.
They were happy to take my $300 but we're complety rude when I asked what I should do?
They said you need to have it repaired yourself, and moved on to the next customer.
11
Jun
Posted by Local374Boilermakers
The Ace hardware in Terre Haute, IN is poorly managed. The cashier was very rude and so was the Manager. Bought a $85 part to my washer and before installing I noticed they didn't match up. Took the part in for a return and the cashier and manager acted in a very unprofessional manor. This location is making Ace Hardware look horrible in its Location.
27
May
08
May
06
May
Posted by Sod cain
The woman here is hostile about returning a 5 dollar item I bought 3 days ago because I lost my receipt. She acts like it's a total burden and she's doing me a favor and then in the end decides that it isn't "Ace policy" because I have no receipt. KAPAA ACE, Kauai 97746. Older Filipina woman with what seems to be a medium sized framing hammer lodged up her okole. I could write several paragraphs on how rude this one woman is. The rest of the employees=excellent. The SUPER old woman=SUPER NICE. but this one woman with a frown all the time is a SUPER BIIIIIITCH! Over the top hater of white people.
24
Feb
16
Feb
Posted by Jim
The Town Center Ace Hardware, Lake Forest Park, Washington refuses to accept my return on an unused snow shovel purchased eight days ago.
I am an Ace rewards customer with the receipt which states they will accept returns after 90-days.
Please respond with my options on working with this store.
29
Jan
Posted by Jayne G
I bought a 43w frosted globe lightbulb at an ace hardware while on a day trip (50 miles from home). The frosting in the bulb is faulty, so I rang my nearest ace hardware to query a return. I was told I couldn't return it as they dont stock that bulb - it's just a regular globe bulb, strange that they dont stock it. However, I'm now stuck with a faulty bulb which I'm not going to drive another 50 miles to return. Very disappointed in the customer service/return policy. Definitely wont use ace hardware again.
25
Jan
Posted by Failedfaucet
Bought 1st bathroom faucet handle that snapped after slightly turning. Went exchanged for 2nd wrong size handle, than tried again to 1st handle model, it snapped again. 3rd timing coming back. Get refused an exchange, defeatedly buy a doubled priced handle that fails to work as well.
Both handles broke on me but I just didn't like being told I broke their handles. The product was poorly made but partly I should of walked away after first attempt? Will not go back to ace after such name calling and disheartless consideration.
03
Jan
Posted by Siri
I returned/exhanged a lightbulb to my local ace hardware. It was fine til the manager insisted I buy a considerably more expensive lightbulb than the one I had chosen, which was fine. From that point on he acted more aggressively towards me even though I was polite. When he asked if I wanted or had a reward card I said no and that I didn't want one. Then he asked for my name, phone number and street address. I told him no thank you again and he threw his hands up in the air in exasperation and told me he had to. I apologized and said I didn't know the information was required to make a return. I gave it to him, but it still felt very weird and invasive for a simple return. Very odd and pushy interaction.
14
Dec
Posted by Dick
I purchased a 24" pipe wrench at 17026 W Bell Road, Surprise AZ on 11/23/18. After determining that the tool was wrong for the application (jaws were too wide), I attempted to return the wrench the next day in it's original wrapping with the receipt.
The store manager refused the return in violation of Ace's return policy. I have noted other such incidents in comments made by others.
As Ace is violating it's own policies, maybe a class action law suit is appropriate. At least a report to the BBB.
08
Dec
27
Oct
04
Sep
Posted by Dan Griffin
Bought two clip couplers at the ACE in Aurora, IL on Lake street. They were intended to join two pieces of chain but the opening in the chain links was too small. I wanted to exchange for a thinner size. I had no receipt. I was told they can't do anything without a receipt. Corporate Policy.
Total cost of the two items was less than $9.00. I didn't argue but I left the two pieces there and told them they obviously needed the money.
Went to Home Depot. Same two items were much cheaper and they even had the thinner size.
I will never go to ACE again.
28
Jul
Posted by Kush
Went to Ace hardware this morning about 8am on july28 2018 and purchased some painting supplies .got to the jobsite and it fell throught .. Meaning i wasnt going to do the job anymore .so about 45 minutes later i was back at Ace hardware to return the items which i paid $24.00 for when i got there to return the items they told me they have to take 20% of my money for the return. So they gave me back only $19.00 of my $24.00.. I have never heard of such a policy in my life .they either give you a store credit or your money back in full.. I went to their website
(Ace hardware) at 1644 NE 2nd ave to find their policy on returns and there is nothing in the policy about a 20% charge on returned items.the original reciept i gave it back to them with the return and they didnt give me a return item reciept. Why not ?? This store suck they are a rip off .i want to say they did it because im black .because thats how i feel .
20
Jul
Posted by Mac
I bought a hand saw from my neighborhood Ace hardware store. I could not control the saw; I was trying to cut branches from a tall bush alone my fence line. the limbs are close together, and the blade was too wide to maneuver between the branches. So I thought I could return the hand held saw for a smaller saw. But the supervisor at the store told me that Ace hardware does not do returns. I told her; Ace should change that policy, and that I was never going to shop there again. Beside WalMart prices are much better than Ace. The only reason I went there was because the store is small, and getting in and our is easy.
07
Jul
01
Jul
Posted by Out 52.99 because of Ace cant ho
Tried to return a bathroom faucet that was wrong size because of the way the package was opened would not take back because packaging was damaged.Store said returns are at there discretion.No mention of that in return policy nor posted at store.Will drive the extra 4 miles to Wal-Mart or Lowe's next time. Thank you Ace of Inverness Florida
01
Jul
Posted by mymusic77
I bought a WORX hydro "wand" at an Ace store over 30 minutes from my house because they had it in stock. The store less than 5 minutes away did not have it in stock. After I got home and read the info on the bus I decided it would not work for me. I bought it last Sunday. I called the ace hardware 2 minutes away and they said they will not accept it there even though everything is in the box like new, I did not use it, and I have the receipt. I do not understand this. It is frustrating.
05
Jun
20
May
Posted by BRIAN
I Had A Disappointing Return At Ace Hardware, At The Market Street And Dolores Location, In San Francisco. It's Not So Much That Their Return Policy Sucks, But The Employees There Were Blatantly Unprofessional In That They Were Daft At Trying To Answer My Questions About A Basic Plumbing Trap, And Very Vague About Their Return Policy, As Though They Had Something To Hide, Or They Were Just Plainly Profiling Me ___ A Paying Customer,w/ Receipt.
17
Apr
Posted by OTL
If what NTA posted is true then I will be sure to give all my business to ACE moving forward! Nothing like supporting a company that makes snow flakes like NTA go a little crazy! I just purchased a $900 Stihl chainsaw from them. Could have saved $50 going to a smaller local dealer, but oh can't put a price tag on constitutional rights!
13
Apr
Posted by NTA
I found out today that Ace Hardware is against background checks on guns and is OK with Assault Rifles in the hands of the general public that even vets say is unacceptable. Ace Hardware knows exactly what they're doing: They pulled their advertising from Laura Ingraham's show on Fox News, but then reinstated it. Ace Hardware is within walking distance of my home but I'm happy to walk further (and pay less too). Thanks for the return instructions.
20
Jan
Posted by Justin28730
I purchased a wood stove at one of your stores last Monday January the 15th 2018. I was very disappointed from the start of the process of purchasing the stove first off I placed an online order around 11:45am at 1:45pm I still had not received a confirmation email I spoke to an ace rep several times over the phone first they stated that my bank had not authorized the purchase I immediately spoke with a rep at my bank ( navy federal) and she stated that they had authorized the purchase. After sitting in the ace parking lot for 3 hours I finally gave up canceled the order and walked inside to purchase the stove. I got it home hooked everything thing up the way the manufacturer states it should be hooked up and was very disappointed in the outcome. Everytime you open the door of the stove smoke would fill the house the stove would not hold heat. The fire wood go out in 15 to 20 minutes. So I moved the stove to my neighbors house that has a 13 ft straight run stove pipe. Exactly how the manufacturer stated and the sAmerican problem occurred. I tried to return the stove today January the 20th 2018 the manager stated that was a non refundable product. After 5 days of trying everything I knew to do. The manager was very rude trying to tell me I didn't know how to use a wood stove. Telling me I used the wrong kind of wood and it was a ventilation problem me and my neighbor both have other stoves hooked up right now that are working great. This is the poorest design I have ever seen. The manager stated he would have to talk to the owner of the store to see if he would do anything but as of right now I'm stuck with a $427.00 stove that doesn't work and will never work unless modification are made to it.
14
Jan
Posted by two_bone35
After being told by several people that Stihl chainsaws were the way to go, I finally broke down and purchased a $400 Stihl Farm Boss MS271at Ace Hardware Mills River, NC after one of my trees fell down over my elderly neighbor's driveway. The rep, Jerry, at the store added the fuel mix, bar chain lubricant, and started the saw up to show it was working and ran through the starting instructions with me. He also told me that I would need to idle the saw for 15-20 minutes to break it in and allow the fluids to work through the engine properly.
Upon getting the saw home, I started it up as instructed, set the brake, and allowed the saw to idle while I worked on my neighbor's saw. Within a few minutes, I began to smell something burning. I looked over at where the saw lay to see white smoke coming out from under the saw. I though perhaps it was burning off some oil or something, so I didn't think too much of it. Within another minute, the engine had seized and I could no longer pull the start cord. I took the saw back to the store immediately. After I explained what had happened, the store rep took the chain and bar off and revealed that the plastic housing around the chain sprocket had melted. The store manager (Paul) was then brought over to look at the saw. He then went back to call the VP of the store for a recommended course of action. After speaking to the store VP I was told that it would have to be sent out for evaluation by their mechanic and they would not honor an exchange or a return until he made his determination.
They claimed that the only way it could happen is from high-revving the saw with the chain brake on. I showed them that setting the chain brake was part of the starting instructions anyhow and that it even recommends a 3-second high-rev to test the brake. The saw was sitting idling when it started burning up and I was 3 feet away from the saw working on getting another started (all of which I cannot prove). I could see they were angling toward consumer misuse and that I would have no recourse or rebuttal once their mechanic made his diagnosis. I have no way to prove that I followed the instructions and I'm not privy to the inner workings of a chainsaw. My calls to Ace customer service from inside the store was a waste of time. The customer service rep told me that Ace stores are all independently owned and have their own return and exchange policies. The call to Stihl yielded no results as they're not open on Saturdays. The call to my credit card company was fruitless as well as they told me I had to wait for charges to post and then recommended I call the Ace and Stihl corporate offices.
All of this transpired over the course of an hour and a half from the time I purchased the saw. I finally gave in and told them to send the saw out. I'm fairly certain I'll be looking at a repair bill for the $400 saw I bought that never saw its first cut. At that point I'll have to decide whether to eat the $400 and go home with a saw that I'll never use or pay the additional for repairs. In the future, I'll have my wife video the entire process of unboxing, starting, and using any new equipment that I purchase. It seems that's a consumer's only defense. I'll post the results of the evaluation once I get them. I'm pretty sure it's not going to go in my favor.
Here's Ace's return policy on gas-powered equipment:
Gas powered outdoor equipment can only be returned if oil or gas was never put into it. Gas powered items that were used may not be returned, even if the fuel has been drained.
How do you discover a gas-powered tool is defective unless you put gas and oil in it and try to use it? It appears Ace would rather the consumer deal directly with the manufacturer in regards to defects, which I understand, if the consumer has USED the tool. But when a customer comes back to a store within 2 hours of purchasing the equipment (that their store employee fueled up) and it's plainly obvious the tool has never been used, I think they should step in and deal with the manufacturer on the customer's behalf. It's just poor customer service on Ace's side.
31
Oct
29
Oct
Posted by Sergio from Claxton, Georgia
I bought some items in Jesup, Georgia and I didn't use them. So when we got home we want to return the items in Claxton, Georgia where I live. The associate of the store said that if I want to return these items I have to do it in the same store where I bought them. MY WIFE AND I MADE OUR MINDS,WE WILL NEVER BUY ANYTHING FROM ACE HARDWARE...NEVER AGAIN. No matter if I have to drive extra 25 minutes , I will go to Lowes, they know how treat a customer.
30
Sep
Posted by Kate
Worst customer service! My husband and I purchased items for hurricane Irma, didn't end up using them because we ended up leaving and now are unable to return the UN-OPENED items. Their policy states that you have 30 days to return un-opened items, yet they changed their policy for the hurricane?? This "policy" is absolutely disturbing. Taking advantage of people in a natural disaster. Never again am I shopping at this store. Back to Lowes and Home Depot for us and everyone we know!
29
Sep
Posted by Anonymous in AZ
Purchased a blacklight flashlight (plus other items) at the Ace in Anthem AZ. When we opened the flashlight at home we discovered it was broken and brought it back with packaging and receipt for an even exchange- just wanted one that worked. We had used a rewards coupon on the original transaction and did not think it would be a problem since it was an even exchange for a defective product. Ended up being charged a portion of the coupon that I had to pay for the exchange. Later spoke to Ace customer service and a store manager but there was nothing they could do about it. Terrible exchange policy for selling defective products!
28
Sep
Posted by ACE hardware horrible customer s
I just had the absolute worst customer service at the Bend Or. Ace store. We are pretty regular shoppers and I went in with a return -- having no reservations. Apparently, according to ACE I had only bought one of the items and was trying to return two. They then took both items away after crediting me for one only. I never expected this. I had been surprised to find that only one was on the receipt (they printed at the store) but I had every intention of talking with my husband and said I would like to look for receipts at home. I was denied. Not only was a denied and made to feel embarrassed as if I had done something wrong, Lance, the assistant manager was rude, unhelpful, wouldn't make eye contact, and hummed as he disregarded my concerns and when I requested the manager's name he said - 'she's right there, go talk to her' and hummed again. It was clear that I wasn't going to be treated fairly with this situation.
I actually have gone out of my way to support Ace instead of Lowes or HD. I would have never had that trouble at Lowes, they have always given me the best customer service. From now on, that is where I will take my business as well as encourage my family and friends to do so as well.
I don't try to shop at stores that are so rude, and in my opinion just stole some thing from me. Without a chance to look into something on my own, taking something away from me that I walked into the store with is wrong.
I would like to know your response. Is this your store policy? I was clear that my husband also shops there and that I wanted to check with him as well as look for my receipt at home. That seems to be a very reasonable request. What is your stance on this as a company? Is the customer allowed to do their own investigation or is it just assumed that the customer is wrong and the item is taken away?
We look forward to hearing your policy on this.
PS: This customer service was all over a $30 item� Probably spent 3k myself in the last couple years. Not to mention my husband Tom Fenstermacher who I don't think even has an Ace account.
14
Sep
Posted by dsf
I purchased extension cords and fans for hurricane Irma, then we decided to evacuate instead of riding it out. Now, when I try to return the items (unopened and unused) i'm told i can't because it is corporate policy not to return any hurricane items! Really? Ace hardware, you just lost another customer!!! And I will tell as many people as I can what you did to me, so hopefully you will lose even more customers!
12
Sep
Posted by Angry Customer
I bought 6 batteries and other items before a hurricane. When I got home, I realized I bought the wrong size batteries. After the hurricane passed, I tried returning the unopened pack of batteries with receipt and they would not take them back. No in-store credit (as is their policy) or anything. Horrible customer service, we will NEVER buy anything from Ace again!
09
Aug
06
Aug
07
Jul
Posted by Pissed off customer!
Bought a yeti hopper 20. July 1 Paid cash had receipt. Wouldn't hold Ice longer than 12 hours 8 bags of ice in 7days!!! They tried telling my husband that bc we PAID CASH that we would have to wait 2WEEKS TO RECIEVE A CHECK IN GHE MAIL!!! Are you freaking kidding me?!?! I will go to Atwood's and Starr lumber before I shop there again!! Woodward oklahoma
02
Jul
01
Jul
Posted by Anonymous in SC
Tried to return a $40 air compressor. Had receipt, unopened box containing said air compressor, and a good attitude. Nope, no returns of anything if more than 30 days have passed. There are plenty of other hardware stores to patronize, and I intend to do just that from now on.
12
Jun
Posted by Jmh
Tried to exchange 4 bolts purchased 2 days before in perfect condition with a receipt and was told I cannot return or exchange the bolts. The Ace employee told me they don't accept returns because it's too much trouble to restock hardware. After creating a scene, I was told they would exchange because I was "so nice" and advised that "honey attracts more" etc. I don't appreciate the sarcasm or the advice. I will never shop at the Willowick, Oh Ace Hardware store again.
24
May
Posted by Jack Eagleton
If I could, I would never shop in our neighborhood ACE for obvious reasons many have mentioned; it's hard to return an item or exchange an item without dealing with store managers or some other associates. Here in the Forest Hill Shopping Center, in Pacific Grove, CA, our one-time contractor bought an extra item, some sort of a glue, brand new we never needed. The contractor's gone, and we can not return the glue without a receipt (since the contractor used his credit card, and we are yet to be able to contact him). The glue is brand new, unused, as mentioned, and is current in their stock. If I HAVE to pick up something there, I would be super careful picking up anything. I'd bet they don't want too much business. Just dumb on their part, as my child would say.
19
May
14
Nov
Posted by Lakai_life
Does ACE Hardware accept Returns without a receipt? My 2 year old daughter ate the receipt I had left out so I could return my Dremel tool and now im worried that i won't be able to complete my return since I paid cash, didn't use an Ace reward card, and that I now have no receipt. Please tell me im not completely SOL and can still make my return without having my receipt.
26
Sep
Posted by Will no longer shop at Ace
Ace Hardware is quite deceptive in its gas-powered equipment purchases. First, I was never informed of this return policy while considering the purchase of a gas powered blower that has fuel in it. They make sure that the item is not returnable by NOT giving you the blower in the box and then putting fuel in it. So you are stuck with your purchase.
I will NOT be shopping at Ace Hardware in the future.
11
Sep
Posted by Anonymous
We purchased items at a San Jose Ace Hardware. We didn't need everything we purchased. My husband tried to return 2 items at an Ace in Pleasanton, but would not do a return because they are independently owned and operated. We live one hour and 30 minutes away from San Jose. Not sure when we will make it back to San Jose and hopefully it will be within the 30 days.
19
Jul
Posted by eFirefly
I needed to return a hammock to the Ace Hardware on Jewell and Wadsworth in Lakewood, CO 34 days after purchase. After reading comments on this site, I thought I'd have a hard time (since their policy is 30 days), but the Ace staff were very accommodating. When I told them I had a tough time finding my receipt, the gentleman told me they could have pulled it up using my Ace membership if I hadn't found it. I've been very pleased with the staff at this store and they've gone out of their way to help me when I've needed it on previous visits. I'd highly recommend this store.
10
Jun
Posted by Bankrupcy for ace hardware
Ace hardware in Miami , 137 And 56 street , the owner And manager are thieves , they will sell you an ítem , that will break during the first time you used And when you try to return it , because it was a piece Of crap in the first place , they will come with an absurd excuse to avoid returning ur money And less to exchange , they will sell you a Repair quit or one ?????? What is that And then ThIs are the people hiring others to Follow This kind Of treatment , ace hardware you can Go to Hell And bankrupcy, never change Home depot for This Trashi hardware store
28
Apr
Posted by HOPEFULLY
I'm going to Ace Hardware in Huntington Beach, CA tomorrow. I purchased an umbrella for $100 at in November, 2015, and put it away for the winter. It's been set up on the patio recently and I think it might be defective. I called the store today and spoke to the asst. mgr., I'm going to meet her tomorrow. Hopefully, I am right and if they give me credit, I will buy two more umbrellas tomorrow.
29
Aug
Posted by leaton62000
I agree with many of the negative comments here and would like to add my own. First of all Ace is GREATLY overpriced on most items that can be found cheaper at Lowes or Home Depot. Secondly, I suppose because Ace is more of your "Mom & Pop" type of hardware store, employees have a tendency to act like they know you and often speak to you in a very unprofessional way. On my last visit the fellow who "somewhat" assisted me not only assumed it was ok to use profanity during our conversation, but also reminded me that the store was closing in 40 min so I might "wanna hurry it up a bit" so he could leave on time. I mean who says that to their customers??? I don't remember his name but ALL the employees at the Ace Hardware located on Main St. Rising Sun, MD are rude, lazy and could really care less about YOU as they are always too caught up in themselves to really care about anything else but their paycheck & quitting time.
29
Jul
Posted by No longer will go to ace
I will never go to ace again. My wife bought me gloves for work when she was in the city we use to live in, its over an hour drive. I tried exchanging them for a larger size at the local ace with the receipt and the wouldnt let me. Iwill take my business elsewhere. Its funny when you call their hotline the greeting is "Now more helpful than ever." I think not.
29
Jun
Posted by jatt
I hardly ever go to ACE and this month I gave it a try and bought some ACE nail-on glides packages. I used one and didn't liked how they work. I took the other unopened packages back and unfortunately I didn't have the receipt. The lady at the counter asked for my reward card which I neve had. I was like come on they are ACE brand and why can't u just give me store credit but no sir it is store policy was her answer. My only and last time doing business with ACE hardware.
24
May
11
May
Posted by bill
I did some searching last night after realizing I needed to return a $400 tiller that was 25 days past their 5 day return policy. After reading some of these posts last night I was dreading having to go deal with them on it.
They didn't bat an eye and took it back. So it appears it very much depends on which true value you are shipping at. Two thumbs up for Sawyers in The Dalles. I will gladly continue to give them business.
05
May
Posted by Lpmousse
My Ace Hardware in Wheaton, IL has been amazing! We just bought a house, and I feel like I've been there every week or so. I've returned stuff with no hassles, and even returned an umbrella base for which I didn't have a receipt. They looked it up through my rewards card & gave me a full refund. They are the helpful place here!
09
Dec
10
Sep
02
Sep
14
Jul
Posted by Just smile & be nice
I'm really shocked about how many problems everyone has had at Ace. The Ace I shop at is always helpful. My husband & I remodeled our kitchen & had quite a few of items that we bought extra & things that we didn't need or use. I couldn't find any of the receipts in the mess that was left over. The lady at Ace looked up every item with my Ace rewards card & gave me a full refund on every item. I felt pretty stupid because I had tried to return a couple things that I didn't even buy from them, they're from True Value!
I love the Mom & Pop stores & I will always support them fully. If I want sales people to run away & avoid me or an 18 yr old kid that doesn't know anything, then I'll go to Home Depot.
01
Jul
Posted by Anonymous
I don't know if it's rudeness ,lazyness,or the owners not informing employees. But I had a problem with my local Ace
not tacking my return. The lady I talk to at customer service
was kind and helpful...BUT I now have to go to my Local library
print out the return lable,go to the post office to send it back.
All because my Ace in Smithville Tn would not do what is CLEARLY
PRINTED on the shipping paper work they gave me when I picked it
up .
28
May
Posted by Ace_sucks
Don't shop at ACE unless you are desperate .. typically the people who work there are rude, uninformed and work with a policy that the customer is always wrong. Ace hardware stores are franchised stores but must follow certain policy's ... so they could take back returns .. if they wanted a loyal customer base - but they don't. So go to Home Depot or Lowes where the people are still pretty much uninformed but more likely to be friendly .. and the return policy's are much, much better. I got a rude answer and screwed when I tried to get my money back by returning something to the Ace Hardware store in Ormond Beach, Florida. Wont be going there again and I'm sure glad I never fell for getting an Ace card. You SUCK Ace!
19
Apr
17
Aug
Posted by Anonymous
...just one room. I told him we had an Ace hardware in Webb City, Mo.,just a ...!!!!!!???? Ultimately, my father-in-law got his money returned to him but this guy is a poor representative... purchasing other items in the store on another day, I asked a clerk what was the store policy on tree's they sold that didn't survive the first year. I was told the store policy was,"no returns". With that I quickly replied,"all the other stores in town that sell tree's have at least a one year warranty". ... have a 3 year warranty on their tree's. Need-less-to-say, I'll not be back to this store, ...
19
Jun
Posted by Anonymous
... locks from Ace Hardware, on 9 Mile Road in Ferndale some months ago and tried to exchange today... picked wooden window locks and needed to exchange for vinyl. Since i didn't have the receipt, ... register and went to look for 3 more to make the exchange. Some guy says to me, "you... said no..., i bought these some months ago. I don't want money, but a simple exchange. Anyway, while i was back looking... washer out of the package, stapled it back and when i returned to the counter she tells me i can't return it cause parts were missing. When i left them at the register, they were perfectly sealed...
10
Oct
Posted by jayWen
... me it was his mistake and offered that, if I returned with a new blank, Ace would recut and reimburse me for the ... that there was no guarantee for keys not purchased at the store and no reimbursement would be made. Policy never mentioned, stated or in any way referred at the original request. I was shocked at the complete reversal of policy and rigidity of the manager. Wow, this place must be losing a lot of money or certainly will with customer relations like this! I will be spreading the news to all my neighbors and never, ever, enter this pitiful excuse for a hardware store again.
30
May
Posted by ANNOYED
... low enough. Took it back Early Sunday morning. Store refused refund or store credit. Said it had been used, they couldnt resell it.... use it? Very rude. There was nothing on receipt or at register to say it couldn't be returned. Will never shop there again. Glen manager rudest store personnel ever.
29
Dec
Posted by anonymous
Bought a baseboard heater three days ago. It did not sufficiently heat room. ... not so I bought it online elsewhere. When I went to return the original heater with receipt fully boxed, ... comments by the old bleach blonde in the bohemia ny store, I was told by the fat, bald guy that "I...wasn't worth it" and they refunded my money. I will NEVER shop there again....