Ace Hardware

Full review
I ordered two exhaust fan motors from acehardware.com. Ace offered free shipping to my local Ace store which sounded like a pretty good deal. I got an e-mail order confirmation right away and was told to expect delivery in 8-12 business days (excluding weekends and holidays). It took a full week (5 business days) before the order finally shipped. A week after that, I called my local Ace Hardware to see if it had arrived. I was told that it had not and they would call me when it does come in. A week after that (now 15 business days), I contacted customer service at acehardware.com to ask for a follow-up. They replied quickly and let me know that I had to wait 8-12 business days for the item to arrive. A week later (now 20 business days), I sent another request for follow-up. Again they replied quickly and this time they told me to call the local store. I called the local store again and was told, again, that they didn't have the order and that they would call me when it arrived. I contacted customer support at acehardware.com and told them that the local store doesn't have my order and could they please track my order to see if it really shipped and to the right store. Their response was that I could expect delivery within 8-12 business days and they were unable to track individual shipments. They recommended I call my local store. Do you see where this is going?

A couple of days later, the Ace store called to tell me my order finally came in. I suspect that my local store probably had my order for some time and had just misplaced it. However, that doesn't change the fact that if there is a problem with an order, don't expect any help from customer service. It took over a month and a lot of hassle for me to finally get these parts. They were quick to charge my credit card but slow to deliver. I would never order anything from Ace again.