Ace Hardware Reviews 

Ace Hardware, "The Helpful Hardware Place" Keene, Kennewick, WA - Helpful No More!

My son purchased his first weed whacker this weekend, and I went with him to help him get the right tool. We settled on the Stihl Weed whacker and, with extra cord and supplies, we spent over $240 at Ace that day. The salesperson assured us that they "always check their equipment to make sure it works before it leaves the store." They took the weed whacker to the back of the store for approximately 10 minutes and returned, claiming they had started it and topped it off. However, when we got home and tried to use it, it wouldn't start; it was flooded. It never started while in our possession. I've owned yard equipment for years and knew something was wrong.

We attempted to return it to the store, but were told there was no manager present, so a return couldn't be processed. The salesperson instructed us to return on Tuesday to speak to the manager. When we returned on Tuesday, we were initially told the manager, Joe, wasn't in the store as he was out doing deliveries. After waiting, we left to run errands, and upon returning, we were informed that Joe was back. However, it seemed chaotic, with a propane delivery person also expressing concern about the delay. Despite repeated calls to the back, Joe didn't appear until 2:30 pm, and when he finally emerged, he seemed dismissive and didn't introduce himself as the manager. He denied our return, accusing us of flooding the weed whacker, despite it never working. It was a disappointing experience, and it felt like the "Helpful Hardware Place" was anything but helpful. Joe at Ace Hardware of Keene in Kennewick, WA, did not prioritize our issue, even though my son had spent a week's worth of wages on a product that never functioned. How disappointing, Ace Hardware. At this point, I'd rather give my money to big box stores; at least they are polite when refusing service.

They tried to rip me off and even after being confronted with it ! They still have their rip off add up and trying to rip others off . It is the old bait and switch game as all ways . As always their corp rite info is buried took a long time to dig it out and still no one has answered the phone ! I still have no proof of my money being returned .

I tried to order an item at 11:15 pm on 4/30. The sale was 4/29 - 4/30. As I tried to order this, the price went UP $20. I sent them photos of the order AND the ad price (photos had date/time stamps).

I emailed them EVERY day and every day a different customer service rep said they couldn't do anything about it because the price was up to the store (even though this order was TOTALLY online).

Lo and behold, AFTER they DOUBLED the price, they said they could give me the original discount. They could have EASILY given me the original discount at the time I ordered it or even the next day, but they REFUSED. WORTHLESS GREEDY company!

Ace on mission blvd gives the best customer service. Stihl weed wacker had old style cap that couldn't be replaced. Hector helped me get warranty and walked old completely satisfied.

Ace, Has a Terrible App. So BAD, That for OVER Six weeks, They Still Have NO IDEA, What to do. What’s More, They Send ME, instructions To Fix it MYSELF 🙈.

All My Rewards and Points JUST EVAPORATED, AND WERE NOT EXPIRED.

I Actually feel quite bad for the Franchise owners, Because, They’ve Lost a Serious amount of Business to The Big Boys. And The Big Ones offer quite comprehensive Extended warranties,

Beware of this stores "NO RETURN POLICY ".
7373 Village Pkwy, Dublin, CA 94568

Even though their corporate policy is 30 day. This store refused to honor the policy.
Here is what happened I bought a gas trimmer, used it once and was not satisfied with performance. Went in store to return it, they flat out refused.
I can understand that as these folks are fairly new and too many returns would hurt their business. And me especially living right across I would definitely love to support them.

So I asked for alternatives:
a.) Can I get a store credit: answer was NO
b.) Sir can I upgrade to another trimmer that is pricier: answer was NO
c.) I really hate this product, I will just have to sell it in craigs list for 50% discount; do I have any other options: The manager turned into a robot and flat out refused.

Talk about customer service, this store would "ACE" it. I had used this store for all my needs against my better judgement to shop in Big Box stores that are couple miles away. There goes my business.

This has to have the worst company to shop online for appliances for. Their delivery team is unprofessional, never on time and don’t even have the courtesy to call you and update you on the slots or when they’re coming!
The cal center is useless and don’t have access to anything except write emails to these teams and even their floor supervisor who promises to call you back will never get in touch with you . Please please don’t waste your time with this company and it’s team

I went to the ace hardware in Mesa, on Crimson to get a key made. They said, they couldn't do the key fob. I went to ace in Gilbert, on baseline they told me they can. He made the key and handed it to me without walking around my car. I guess I assumed that the whole key was there. I put the key away, to use it later. When I did need it, I realized it didn't include the fob for the alarm. I tried to return it for store credit, they would not help me. I don't know what to do, I am so frustrated.

Terrible experiences using the app and pickup in store. Wrong items, refund issues, and the worst is that each store is apparently independently owned so returns are extremely tedious.

The rewards coupons such as $10 off $50 often don't work online. And for no good reason - I have eligible items in my cart. In my latest experience, I got an "invalid code" message and decided to call customer service. They said to place the order and they would refund me afterward. I placed the order and gave them a week. Guess what, they never refunded me! Called them back and they only agreed to refund $5 instead of $10. Local stores are great but Customer Service is not helpful. There are no "helpful hardware folks" in Ace Customer Service.

Be warned if you order on Facebook it's a scam

Its hit or miss with these guys, its odd.

I wasn’t looking for a genie in a bottle but i got one. Martha at the Ace in Danbury CT is an angel. I had her for 30 minutes helping me find all the right screws for my kids projects. It was amazing. The internet cant do what she did. Best helper I’ve ever had in a store. However the other people in the store lack enthusiasm, they lack charisma. It’s bleak.

I bought a couple of items from the Salmon Creek location. When one item was faulty and I didn’t end up needing the 2nd one I went back to return them. after a couple minutes of being denied the faulty item was returned. the unused item was not. The lady I dealt with was very short (almost rude) with her answers. She wasn’t going to compromise, Explain, she just wasn’t gonna return the item. The atmosphere of the salmon Creek location is night and day when compared to the battleground location. On my way home I stopped into the Battle Ground location. they returned the unused item (that I didn’t buy from their location) in 30 seconds. no questions asked. Very polite and very helpful. the employees at battleground are always helpful and happy to see their customers (With the exception of the gentleman in the hat that works in the nuts and bolts. He can definitely make you feel like you’re wasting his time & is easily frustrated). needless to say that’s the last time that I will visit Salmon Creek location. I’ve been there one time before these 2 recent visits during Covid and got the same horrible experience. The guy that was following me around literally ushered me out of the store because I didn’t know exactly what item I was going to purchase when I walked into the store. I tried to explain to him that since they make more than one type, brand, price of an item I wanted to look at my options for a few seconds. So my advice is for anyone that is going to visit an Ace Hardware steer clear of Salmon Creek and Battleground is a great option!!!

Ace Hardware had internet problems.A recorded message mention to close the app and re open. The website did not show a location for my 4 bags of compost and I was charged $314.46 for the compost to be shipped from Georgia .i live in California They avoided me by not calling back as expected and then was told my case had not been reviewed. My store locator was in Roseville Ca but when the compost was not available there it bumped the order to Georgia not even close to Roseville but across the US.I felt there needs to be a pop up with the location and shipping charges.Ace has lost a customer. Do not order on line or you may experiencing the same.
They misspelled my name on an e mail and misspelled compost. Are you surprised?I am a rewards customer . I contacted Capital One and they have sent a dispute letter

I mix our spend across the big boxes and of course our local Ace Hardware. I've noticed Ace has become more competitive on price and the service has always been top notch. I've gone in a few times lately and the location by us has been really helpful in guiding us through a DIY toilet replacement and talking about the benefits of the different flange types to even our first flat top (Blackstone). The big guys might get the purchases of consumables, but find it to be a much better experience on some of the more critical purchases that you have to live with day in and out for years to come.

I have been going to Ace for decades. My store on Rogers Ave in Fort Smith, Ar is great! The man who helped me today was Brad Beyerle. Smiling, pleasant, lively, and worked with my budget to get the best quality product that was more money budget friendly.

I Received a Christmas gift of a door lock set and it is the wrong type. Still brand new in the box, never opened.
I went to bring it back to the local store, to find out it was bought at Ace online 34 days ago and they only will refund for 30 days... yep I'm 4 days late and they wont even give a store credit. Called customer service, they said the same thing, to bad, you are stuck with it since you did not return it within 30 days and no there is no leeway for 34 days.
I have been an ACE member for 20 years, spent thousands of $$$, but I can't get a refund on a brand new item purchased by mistake, as a gift.
Never buy from ACE on line.
UPDATE: I was able to talk to the manager at Cotton Ace hardware. He saw I picked up the item in December, so he issued the credit.
Still never will buy online again.

Don't buy from this business!
They refuse to let me return a defective product, with a receipt, within 2 weeks of purchase, and at the same store!
I am out nearly $200 for the defective things and drove 6 hours to get to the original store. What a waste of time, gas and waste of space Ace is!

I ordered an item days ago then just now the order was canceled assuming that they no longer have it. It is still listed on their website! The same happened to my sister days prior to my order. Get it together Ace…update your website or provide an option for an alternate product. Was counting on this item for a gift. Will shop Amazon instead!