Unprofessional and uncouth employees Unprofessional and uncouth employees. Way overpriced. Difficult to communicate with.

Poor customer service I purchased a collectible knife online to pick up @ my local store. When I was handed the knife, the employee had already marked it as delivered on her computer. When I pointed out the damaged box and handed it back, she insisted I take it anyways. I politely refused & left to call customer service. I was told that I would be called right back & that was over 2 hours ago!

Ace - Personalized Service 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.

Rewards Often Don't Work Online 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.

Terrible experiences using the app and store pickup 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.