"I purchased a $600 Toro snowblower on December 7th 2018. On 1-21-19 the 3rd time that I had used my snowblower the engagement cable broke. I took it back to the Spanish Fork Ace hardware to get it fixed. They told me to bring it inside so I unloaded the snowblower and brought inside. The employee looked at it and said it would be $20 labor plus the price of the part. I told him that it was brand new and still under warranty so I will not pay a dime to have it fixed. The employee called his manager on the radio and told him what I said. The manager replied on the radio that Ace doesn’t back the Toro products they sell. After hearing that I told the employee that I wanted my money back. He called the manager again and told him that I wanted my money back. The manager replied on the radio that I was not getting a refund and I need to take my problem up with Toro. I left and found Cutlers in Orem that repairs snowblowers. I walked in to Cutlers they ask what was wrong and took a look at my snowblower. He looked at my receipt then typed in the serial number into the computer. Cutlers then told me it was covered under warranty and it would be fixed in a day. Save yourself from Ace hardware and buy from Home Depot they back the products that they sell at 100%
"

"Friday, August 3rd, 2018 approximately 7pm I called the Calcutta store and spoke with a lady "Bailey" asking if they had anything that would inflate small swimming rafts she asked someone then replied they have air compressors. I couldn't find anything at the local gas stations that had the nozzle needed to inflate the three I had for our grandchildren so I went to the store. I was immediately greeted by "Skip" and I explained my issue to him. Skip took me to the area where the air compressors were and after looking at several he pulled out a small 12V one for your vehicle and pointing to the box he stated it was also for camping then opening the box we found it containedthe exact nozzle we needed. I went home and within minutes all 3 were inflated. This was the best $26.00 I spent (customer #10004) to ensure some fun for our grandchildren during their visit. There is no doubt had I gone to a "big box store" they would not have taken the time nor had the expertise to assist me like Skip did. I offer a sincere "thanks"!"

"Bought a mower that was too heavy for me. Tried to exchange it for something smaller. Local Thrift Ace Hardware would not exchange after only 5 days. Never mentioned that they do not except returns. Go to Home Depot or Lowe"s. always except returns. This is why smaller dealers do not have much business. Will not use them ever again. Buy Beware!"

"Two hours after I ordered online my order updated adding a $137 shipping charge! And by the time I saw it and called to cancel the patronizing customer service agent said it had already “processed” and I could do NOTHING. Buyer beware of exorbitant shipping charges!"

"This is specifically for Ace Hardware's on-line service as I've always had decent customer service in the stores. Over a month ago I ordered the Hammer Hatchet. Shortly after ordering I got a confirmation email and was to expect delivery in 3-8 days. Well after that time period I called customer service regarding non-receipt. They had no explanation. Two more phone calls followed the next to last of which promised re-shipping expedited and again nothing happened. After still not getting the item (which was supposed to be sent to my local store) I called again and again was promised again expedited re-shipping--we'll see what happens this time. As compensation they offered nothing (such as simply shipping to my home) until talking to a supervisor who offered a 15% discount on my next on-line order (as if I'd ever consider going through this drill again!)."

"Ordered on 07/27/17 for store pickup. Today is 08/21/07 and I have not received any email to pick up my order. Customer service do not answer email within 24 hours as promised."

"I asked about return policy when I bought an electrical switch. They told me I could return it if it failed to work. However they did not tell me it was for store credit only. If you are not sure about purchase, go to big box hardware store. They will refund your cash. Most dissatisfied "

"Love ACE my local go to for stuff like the weed popper and so many other insightful tools. I'm looking at purchasing some new tools but keep running into a reoccurring oddity. I try to buy tools of a certain length as I am tall and everything ACE posts online seems to be measured in cm. Now, I can certainly stop whatever "momentum" i have made zipping through websites and departments etc. and bust open the google search tool converting cm to inches or feet for that matter but i was under the distinct impression that ACE was an American company or at least they receive the majority share of their business in the UNited States. Its annoying but not the end of the world as is reflected by my rating. Just curious if it is just me. "

"Do not....Do not order anything from Ace online.....I wonder if what they are doing is even legal.....They canceled a order in November 2016 after letting me order it and giving me a ship date.....And then they canceled it....Said the item was out of stock and they would not get any more in......That is a lie as I checked and they have it in stock......
I think what happened was they were surprised at the demand for the item as it was a very good deal.....And they did not want to take a hit on their profits.....If they were really out of stock they should have back ordered it , not canceled it..
Well I think that is unethical and wrong.....What can be done to punish them for this behavior? Can State Attorney Generals or state or federal consumer groups step in and look into this possible crime.....I thought this type of bait and switch was outlawed years ago.....
You can not count on ACE to fill your order...With all the online options available, why mess with this bush league company.....
Seriously , why go go through the aggravation of dealing with their stupid customer service.....They may answer a email but they never seem to read and comprehend it...They come back with a pat scripted answer that has little if anything to do with your concern.....No matter how many times you email them, always the similar unhelpful answer....
Truly a sad example of poor customer service in these times of exceptional customer service by many many companies....
So again , save yourself aggravation.....shop elsewhere.....(my local store is great)
DO YOUR ONLINE SHOPPING SOMEPLACE ELSE......!!!!!!!!!
"

"I was really struggling in trying to build my mousetrap car for physics so I went to Ace Hardware to see if they could help. All I can say was how amazing they were! A man named Jon Hayes from the store off of Highway 20 really helped me out a ton! He completely devoted his time to try and find the best parts for the car. In the end, I got an A on my project and a high grade in Physics! Thanks, Jon, you really helped me out!"

"The local Ace Hardware has always provided great service. They go the extra mile to find items for me, handle special orders, and always friendly. The prices are a little higher than can be found if you want to spend the time shopping around. However, the hardware parts selection is great and most of the time I can find what I am looking for."

"My husband and I moved to West Point, CA this year and needed to replace our decks. We ordered $1600 worth of wood from our local Ace (West Point Lumber) to support local businesses. What a mistake. Most of the wood they had in stock was warped and twisted so they said they'd send us a partial order with the best of their inventory, we could return anything we didn't like and then they'd order more. It took weeks of time and three separate deliveries before they got us our order. To make a long story short, their wood is terrible and we managed to use all but two terribly twisted pieces, which we tried to return yesterday. They refused to take them back or give us a refund. My husband left the pieces in their parking lot and let them know we would no longer be shopping there. THEIR VERBAL GUARANTEE MEANS NOTHING AND WE FEEL RIPPED OFF."

"I wrote a negative review on the official ACE hardware website and it was totally ignored."

"DO not even try buying online from ACE Hardware! I ordered a rain barrel on 4/21. waited 10days for it to be shipped to my local store & had the order cancelled as OUT OF STOCK on 5/7. SO I checked online - STILL LISTED as in stock! AND I reordered via the phone. Was told 200 units available & would be to my local store in 3 days. Called the store the day it was to ARRIVE!! NOT on the truck - Brenda (very helpful) tried to special order it. Could not - not in stock where she could order it from. SPEND DAYS - over 2 weeks trying to find someone to MOVE just 1 of the barrels to a warehouse that could ship to my area. FINALLY got an email today (when I requested a PHONE CALL) from Peter - like the 10 person I had communications with telling me the 1 barrel I wanted was not anticipated to be in available the future in my area. BUT I could buy the BLACK version that looks like CRAP! Little did he know I CALLED THE MANUFACTURE! and I KNEW when the last 4 deliveries to ACE where made of the terra cotta & to where!! SO I Called the local store - I TELL YOU DEAL with the locals - really more helpful -- I'll have my rain barrel on 5/21. AT THE SALE PRICE I bought it for online on 4/21 & IT WILL BE THE COLOR I WANT. ACE HAREWAR . COM is useless do not use them - if buying online USE THE BIG BOX stores, ya pay more but YOU WILL GET what you ordered! For savings - go to the local ACE. THEY are the friendly place! "

"Re: Manager, Ciro Castacado
Ace Hardware, Hewlett, New York

I have had multiple bad experiences at the Ace Hardware in Hewlett, New York. The manager, Ciro Castacado (not sure on exact spelling of name) was SO rude and actually seems happy to NOT be helpful.

I went in with a return in 4/15, however I misplaced my receipt. Mr. Castacado was actually nasty and the worst part of it all, when I left, he said "have a nice day" in an extremely sarcastic tone!!!!! I chose to continue to walk and not confront him because I felt like he was bating me with his tone.

I have no idea why he was this rude to me when all I wanted to do was return something. The sarcasm as I left the store had me irate.....hence my need to write a negative review.

I dealt with Mr. Castacado last year during a home improvement project as well. My experience was negative then also. It's as if he enjoys being negative. Before he even hears what the issue is, he is READY to shoot you down in an aggressive manner.

I'm not sure why Ace Hardware is hiring people who do not have customer service skills, since Ace prides themselves on just this and they want people to choose them over the big box stores. If I got good service here, I would hands-down choose a smaller store over the super stores. Sadly, I cannot go back to Ace Hardware in Hewlett and deal with such unprofessionalism and allow myself to be mistreated by a miserable man.

Ace Hardware needs to hire someone with people skills to draw customers back.......I will drive the extra mile to Home Depot from now on."