Ace Hardware
🛒 Retail & Products · Tucson
total experiences
replied on google
Most reported issues
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Experiences
Cashier refused to accept a discount coupon without phone number verification.
Business reply on Google
Hi HG, we’re sorry to hear about your experience. Due to the amount of coupon fraud we’ve encountered, verifying mailed coupons is a company policy. Fortunately, verification is quick and can usually be completed with the recipient’s phone number or a matching ID. We understand this can be frustrating if that information isn’t available at the time of purchase, but our team was following the required policy. We appreciate your feedback and hope you’ll give us another opportunity to serve you in the future.
Long wait times and poor customer service from the manager.
Business reply on Google
Hi Ariana, we’re really sorry for the long wait and the frustration this caused—that’s not the experience we want for anyone. We appreciate your patience and we’re glad Hunter took care of you as best she could. An hour for paint is not acceptable, and we’re addressing staffing and workflow to prevent that from happening again. On the samples/discount, we understand why that felt disappointing, and we’ll review how we handle those situations so we can be more helpful when we’ve missed the mark. Regarding the Magnolia base availability, we’re working to improve stock levels so customers have better options when they come in. We’d appreciate the chance to make this right—please reach out to us directly so we can take care of you.
Store failed to rekey deadbolt and charged customer for the mistake.
Business reply on Google
Hi Jenna, Thank you for your feedback, and we’re very sorry for the misunderstanding. Our rekey services are charged per cylinder, and it looks like you had two cylinders, which is why you were charged for both. We understand how that may not have been clear at the time, and we apologize for any confusion or frustration it caused. We truly appreciate you bringing this to our attention and will make sure our team does a better job explaining the pricing upfront so this doesn’t happen again. Thank you for giving us the opportunity to clarify, and we hope to see you again soon.
Staff ignored the customer throughout their visit to the store.
Business reply on Google
We appreciate your positive feedback about our store's variety and friendly staff. We look forward to helping you find more great items during the holiday season and beyond!
Customer experienced discriminatory treatment and poor service from the cashier.
Business reply on Google
We are sorry about your experience with us and sincerely apologize for how you felt. We want to assure you that we don’t discriminate or condone any type of discrimination in our store. Every customer deserves the same level of respect and customer service. We take feedback like this very seriously and will investigate and ensure it won’t happen again. We hope that you give us another chance to provide a positive experience you and every customer deserves.
Store manager refused to refund or troubleshoot a defective paint sprayer.
Business reply on Google
Hi Alfonso, I am so sorry that this was handled this way and this was not the correct way. I know we got it exchanged for you this morning but I am so incredibly sorry for the exchange. Please reach out to Jeremy or Vicki if you need anything at all in the future and we will make sure that we get you taken care of. Once again, we are sorry!
The customer experienced a product failure with a deadbolt key.
Business reply on Google
We're sorry to hear about your experience. We strive to provide quality products at competitive prices. For any concerns about our products or pricing, please contact us at 520-747-9473, ask for Jeremy and we will make it right for you! We truly are sorry again and would love to correct it!
Store refused refund for injured chick without physical remains of animal
Business reply on Google
I am truly sorry for the experience you had and it should have never happened this way. We will speak with the employee that handled your chicks and retrain them about the importance of dealing with baby chicks. We also would like to offer you a full refund and extend our deepest apologies for the baby chicks the passed away. We also would like to refund you or replace the baby chicks that is sick. This situation was handled completely incorrectly and we truly do apologize for our actions. Please reach out to our store manager Jeremy so we can get this handled. His phone number is 520-747-9473
Staff was unavailable and unable to provide pricing information.
Business reply on Google
Hi Jay, I am so sorry for the experience you had at our store. Please call 520-747-9473 and ask for a manager and we can make it right.
Employee lacks the necessary experience and temperament to handle live chicks.
Staff ignored customers and exhibited discriminatory behavior
Staff are unprofessional and unhelpful to customers.
Excessive wait time on hold for customer service
Business reply on Google
Hi CR, I apologize for that happening and I totally do understand your frustration with it. We have been having phone issues this week and our phone company has been trying to figure this out. We aren't purposely ignoring calls. As I'm sure you are aware, we are a locally owned business so we do appreciate your support. Please feel to give us another chances and hopefully our phone issue will be fixed in the next few days!
Long wait times and rude staff refused to honor a coupon.
Business reply on Google
Hi Daisy, I am sorry for your experience. As you can see on your coupon, they do have expiration dates. Once a coupon expires, our system does not accept it. We recommend using your coupon during the month they are valid. We appreciate your feedback about keys but I can 100% promise you we do not pay 9 cents a piece. If your friend would like to sell them to us at that price we would be interested! You also have to factor in the wage we pay an employee to run the machine, the cost and upkeep of the machine, and a few other factors! I’ll talk with the cashier to see if we can correct the attitude.
Difficulty obtaining staff assistance and lack of phone responsiveness
Business reply on Google
Hi Anthony! I’m sorry to hear that you feel that way. Aiden is actually still employed with us! He’s just in the hardware department, stop by and say hi to him! As you can imagine, theft has increased and we’ve had to make some changes on how we store products. We will take your suggestions and look into it a bit further.
Customer was denied a return due to a line dispute.
Business reply on Google
Hi Noah, I truly do apologize for this. It was never our intention. I have spoken with the cashiers about this and will be correcting the issue. I apologize again and hope you give our local business another chance. Thank you for letting us know so we can make sure to correct the issue.
Inconsistent checkout line procedures and rude staff behavior.
Store refused to process a return according to corporate policy.
Business reply on Google
Hi La La, I am sorry that you had this experience. As we mentioned previously, every Ace is individually owned. We were more than happy to take back your items, but since each Ace is individually owned, pricing comes into factor. We choose to price ourselves in market to stay competitive with the big box stores. We are generally lower than most Ace's in town. So if you do purchase something at a location outside our 8 store chain, we can only return it at our pricing. We had no problem taking back the items, but it is at our price which is lower than the Ace you originally purchased it at. I am sorry for this confusion. If you ever want to verify pricing, you can log onto acehardware.com search for that specific item, and enter in the zipcode of the store you are wishing to purchase at or return at. Thank you for understanding! We hope you still choose to shop local with us.
Staff ignored customer at the glass cutting counter without providing assistance.