"Ordered a roof rake at Feb 13 and everything seemed as expected, order received and confirmed by email. I was pretty happy at that moment. Since then, there was no any update about my order. After 7 days (Feb 19), I received a cancellation e-mail from ACE.

ACE hardware is completely not professional at this point, the order should have not been confirmed if the product was not available or the cancellation should have been sent within 1 business day. The roof rake is in urgent need and ACE hardware wasted me 7 important days.

After receiving the cancellation email from ACE, I searched online and ordered a roof rake from L & M Fleet Supply, the order was shipped the next day. What a difference !"

"Ordered a Snow Thrower at a lower price with Ace Hardware than Amazon, two days later, I got a cancelled order email with no reason. Called and could not get any more information on the phone. Web site still has item listed with free pickup and same price. I love the store, not sure if I like the e-commerce site and service. I emailed them and then responded: Please accept our apologies for the cancellation of your order. Your order,***-***-****, has cancelled due to the Power Shovel Plus 7.5AMP being out of stock in our warehouse. You were not charged for this item since it did not ship and we do apologize for any inconvenience. So why do they still list the product and let people order it?
Now I lost a week for something I should have just gone to Amazon for."

"Before you order from acehardware.com, be absolutely certain you want it and it is the right item. Because I found out the hard way they have a no refund policy. You read that right (and the store showed me the policy in the shipping invoice they got) -- you can get a store credit for future use at the store you return the item to, but no refund. I find that totally unacceptable, and will never order from this web site again. To be fair, this policy is listed on their web site under Returns (you have to read all the fine print, and my fault, I didn't before ordering). I hate "gotchas" when dealing with a business.

As to this order, I needed to replace an uncommon halogen bulb. Ace has a decent selection, but (bless their hearts) has no dimensions on their web site, another bad. So I had to guess by appearance, description, wattage, etc. and made my best guess, took a chance and ordered. They took their good old time about shipment (7 days to the local Ace store, and woke me up at 7:55 am with a call that the order was in; I know their warehouse is just over 2 hours away). I took the burned out bulb with me to the store, and what I'd ordered was obviously the wrong size. That's when the little return drama began (see above). The local Ace Hardware store is excellent about returns (often necessary in home projects, when you're not sure whether a part will work), but obviously I erred in generalizing to the acehardware.com web site. So overall a bad experience, but I've learned where NOT to shop on line in the future."

"Terrible. Clearly I'm not the only one to see this either. I ordered two items online and a WEEK later they send me an email that simply says, "this email is to notify you that your order has been canceled".... that's it....... so I call them to see why, and they simply say, "because it's out of stock in your region" so I ask why it took them a week to figure this out, and why they don't give any reason in the email, and they can't give me an answer, so then I ask to cancel my other order, to which they say, "it's already been designated in the warehouse" meaning I haven't been charged for it, it hasn't shipped yet, but they're going to ship it, and they're going to charge me for it, and I can deal with it, since there's nothing they can do..... even though nothing has Actually been sent anywhere, so I'm stuck just waiting. this website is a joke and ACE needs to stay out of the online sales where it clearly can't keep up."

"Thumbs down to acehardware.com for their advertising and customer service - the pits...

I received an email from acehardware.com, which stated, “Saturday Only, 50% off one regular-priced item under $30. Offer valid at participating Ace stores and acehardware.com” There were no exclusions stated on the email. I searched online and found an item which was listed at $27.99. It wasn’t on sale nor on clearance...therefore, it was regular-priced (and under $30). I checked my local store to see if the item was in stock, and was told it was available ship-to-store. When I tried to place my order online, after entering the promo code from the email, I got a popup that stated, “Your order does not meet the requirements for this promotion. Please use a valid credit card number to pay for your order total.” I called customer service and spoke with a gentleman who said that some items are excluded from this promotion. I gave him the item number I was trying to purchase, and he said he would check...I was placed on hold for at least 5 minutes. When he came back he said that item was excluded from the promotion. I asked him why, and he said he didn’t know. I asked him how I was supposed to know which items were excluded and he said he didn’t know. I asked to speak with his supervisor, and he put me on hold for another 5 minutes, then hung up on me. I then emailed customer service, and dealt with five different reps over a period of two weeks...the last reply I received from Ace promised their management would be in contact with me within 24 to 48 business hours...that was over a week ago. The only thing I got from ace was one of those ‘How are we doing?’ survey things. Hard to believe that a company the size of Ace Hardware would risk losing a customer and incur negative publicity over $14 - but they did - I’ll never shop there again, nor will I ever recommend them to anyone."

"Ordered one item online at 11/08/2013 and picked up at local store(#15444) on 11/10/2013.
Was asked to pay on the pickup at the the local store.

Found one month later that I was charged twice.
Called customer support many times but up to today (12/18/2013), there is still no refund done yet."

"Everything that could have gone wrong with the order did. I ordered online to pick up in store. No email was sent to pickup. Call in, and they say the item was shipped to store but "something" happened so will refund. No email or call confirming status so call back 2 weeks later. They person says refund is being sent for approval. Please wait but still no email or call of status. Call back 1 month later, they say no record of a refund ever requested. Will now create a request for refund. It's now over 2 months since the order was place and still no refund!!"

"Ace hardware website is horrible, and questionable regarding its business practices.
Ordered a cooler at a discounted price, and received a notice 2 days later that order was cancelled. Called customer services, and told that item was out of stock. Asked if item can be back-ordered, and told no. Immediately went to their web site, which showed item at new (raised)price, and in stock. Emailed their customer service department immediately and confirmed that item was in stock. Clearly they did not want to honor my order because of the low price. Sent letter to President of company...never responded. Who would want to deal with a company like this?"

"This store is actually great! I was hesitate to order through its website because of the poor review. However I found its price plus shipping is 10% lower than the next lowest store, I decided to take a try. My goods arrived in 10 days, not bad! The only thing is it did not send out notice of the shippment."

"This is the store in Acton, MA. It does not have a variety choice of brands on each product, that is expected on local hardware stores (as oppose to HomeDepos or Lowes). I bought a driveway paint (and they had only 1 choice) and the quality was not good and the price was above-average, which is also expected on local hardware stores. Worst of all, their service also deteriorated quickly in the last couple of years. I send in a hedge trimmer for repair and I asked for calling back on diagnosis before repairing and I wrote down that request on the drop-off slip. I called them back after not receiving any message for 20 days. Ben answered the call and said I did not asked for calling back for diagnosis. I didn’t comment back and simply asked Ben for status. Ben couldn't find the trimmer. I asked him to talk to the mechanics (Tyler) and call me back. Ben called back and passed me on to Tyler. I asked Tyler to speak a bit louder and Tyler hanged up on me. I called back and Ben said Tyler says the trimmer is “no good” and cannot be repaired. I asked talking to Tyler and Ben says Tyler is busy. I wanted to know what’s wrong and why it cannot be repaired (was it $$$? How much labor I am looking at? … etc) but Ben couldn’t answer. I asked either Ben or Tyler to call me back and neither of them did. Just wish to point out: (1) Tyler shouldn't hang up on me since I was very polite (2) Ben didn't even see that I asked for calling back (it was written on the drop-off slip and Ben couldn't find the trimmer) and simply said I did not ask for calling back. (3) They didn't call me because the trimmer was diagnosis "no good" and they don't want to do that business?"

"I ordered a ship-to-store item, a string trimmer, which the 'tracking' info said it was shipped on May 20. The store is supposed to email me when it comes in, but I was told with my last ship-to-store item a few months ago, that 'they don't have a computer to email with'. I checked with them at the end of May, and they said they didn't have anything come in. They had on display, however, the EXACT trimmer I had ordered. This is a small store, and they'd had four OTHER trimmers on display earlier that I was not interested in, so it was suspicious that they now have the SAME trimmer that I had ordered to be shipped to ME via their store. I emailed online customer service, and they said they'd get back to me within 24-48 hours. Well, 4 days later, with no response, I called their 800 number and the only answer they had for me was to wait longer for the 'research' to be done. I got an email back a day or two later, in which they said that it had been sent out on May 20 (DUH)! The email suggested that I call the 800 number, which I did AGAIN, and they repeated what the email had said. I took these bits of info to the store, who still claimed ignorance. I only live a couple of blocks from my store, and when I got home just 15 minutes later, I had a message on my phone that said they HAD received it, but 'it didn't have any paperwork' so they sold it. They claim they will 'call me' when they get another one in. Looks like the summer might be over before I get a string trimmer. So, Ace is sitting on my $85 and I don't get ANYTHING."

"Funny you would ask. Yesterday I relenquished my Ace Hardware toys they sent me so now they have my Bandsaw, my money and my only bargaining chip. No word or email from them. I figure I'm out $163. Thanks anyway.

Rich Goodrich
Lakeside, Or."

"I ordered a Toastmaster wafflemaker from acehardware.com since my local Ace didn't have it. The website said it would take 3-10 business days to deliver. After 5 business days with no order info, I emailed. Only then did they say they would ship and sent tracking information. Tracking info says it will arrive on the 11th business day. That is 15 calendar days for a simple waffle maker, give me a break! There is a shipping warehouse 45 miles from my home and yet they are shipping from across the country. THIS WASN'T FREE SHIPPING!! Not worth ordering from them again."

"Beware their on-line service. I ordered a new 3-speed fan and received a unit that had been sold
previously and returned to them as defective. Instead of returning it to the manufacturer for
repair or replacement they re-shipped it to me,
slightly used and still defective!
When informed about this they took a casual and
non-caring attitude and suggested if I wanted my money back I would have to return it at my expense! That's really nerve!
All payment has been stopped and an investigation
has begun as to the legality of their business practices .... beware!"

"Apparently not too many people know you can mailorder from Ace. It was nice and easy. I ordered a patio swing delivered to a local store. Good price, excellent delivery. Everything as promised."