Green Valley Ace Hardware - Green Valley, Arizona

Victoria B.

While visiting my MIL we worked on a project for her and bought some supplies at the Green Valley ACE, including this wire brush accessory kit for a drill. When we finished the project we went to return the unopened and unused wire brush KIT and were told they do not accept returns on TOOLS. Which is spelled out in the receipt, but this is not a tool. And, when my husband questioned the “policy” one of the employees said they can’t accept tools because they don’t know where it came from, but this is clearly marked as an ACE product, we had the receipt and it was only purchased the day before. I am absolutely stunned at this ridiculous policy and that common sense can’t be used to make a decision to return something that was purchased the day before, is unopened, unused, clearly an ACE product and was also sold to him by the employee who wouldn’t accept the return. We will not be using ACE for any more projects here in Green Valley or anywhere. This is horrible customer service and they have lost us as customers.

joshua D.

I called to ensure that they had a snake I needed to clear my plumbing. They assured me that they had the Tool. I came in 20 minutes later and they would not rent the tool to me because it was 3 o’clock in the afternoon and I wouldn’t have enough time to use it. As a licensed contractor, I knew I had more than enough time. I would’ve even paid for a 24 hour rental, but they refused to rent it. Now I’m off spending hours of extra time going to Home Depot because I was lied to.

Béla P.

I purchased an Ace Rubber66 inch Portable Handheld Shower Spray ($14.99, for the purpose of attaching to my bathtub spout, to wash our dog), at the Ace Hardware store near Esperanza Green Valley. When I inquired about the product, a woman employee informed me that 'it should fit all spouts'. Well, not so. I got more water on me than our dog. I decided to return it and ask for my refund. However, I did not have the products plastic package. Nonetheless, I thought, I'm sure they'll accept it. When I asked for the manager, an elderly, pink-eyed man approached me, listened to my issue, then responded with, "We don't accept refunds if the product's package is missing. Read the sign on the wall," as he pointed. From there he curtly dismissed me and carried on talking to another customer. I contacted Laurie, an assistant manager at the Sahaurita Ace Hardware. She was great and reassuring after I described my case. She said, "There'd be no problem returning the time here. We will get credit from the company despite the missing package." As you'll read the reviews, you'll note that my testimony is not the only dissatisfied complaint regarding the Esperanza Ace Hardware store in Green Valley. Incidentally, even though it is part of the franchise, it ironically operates different – it's a 'Ma & Pa' business. Thank you Laurie for your help!

PART 2
IN RESPONSE TO Marie M. owner’s response:
Firstly, Marie, I DO NOT MIND ‘Ma & Pa’ businesses. I support those businesses more than ordering items on-line. Secondly, my concerns (as other customers will concur, and particularly other Ace Hardware franchise stores nearby) – it’s all about amendments, acceding to a customer’s request. FACT: Each ACE HARDWARE store receives full credit from a returned manufacturer’s product – despite the missing package. This product happened to be an ACE HARDWARE product! I think it’s time to remove your outmoded warning sign and what’s printed on your receipts. Other ACE HARDWARE stores will abide to the rule and accept my matter. Why not you? Why not change? Lastly, the manager should have had a more welcoming demeanour than convey curtness and disdainfulness. Literally passing me off as though I’m an idiot for not knowing. Also, what does the manager’s eye cancer have to do with the issue at hand? I would like to kindly ask you to please put your violin away, for it’s totally irrelevant to the matter. I too have had the ‘C’, I don’t go on with an orchestra supporting my woes. I will look forward to other hardware stores as well as the ‘Ma & Pa’ businesses. Good day.

Benjamin J.

Best place to get home repair products and paints. Knowledgeable staff and nicest around.

Greg G.

I bought strypeeze at 2:45 p.m. realized I needed something different turned around and I tried to return it 15 minutes later at 3: 00 pm . I never opened it. I barely even touched it. Yet I wasn't allowed to return it. Very disappointed. Was trying to replace it with a different yet similar more expensive product. Many other people have complained about the same thing.

Jeff P.

Friendly and helpful staff. I was able to find my LG water replacement filter at Ace. I was also looking for a particular gravel for my driveway. While Ace didn't carry it, they were able to direct me to a place that did.

Kimberly W.

Bought a tape measure and realized how over priced it was once I saw at Lowe’s I could buy same tape measure for 5.98. Never opened it so went to return and they refused to take it back as they consider it a tool. At time of purchase never mentioned it was non-returnable. Ridiculous and won’t shop there again!

Ashley S.

Excellent place to find the exact size of nuts, bolts, and screws. They have pretty much everything. The service is wonderful. They go above and beyond to make sure you get exactly what you need. My kids love going with me because the front desk hands out free lollipops.

I don't recommend the Ace brand of tools. We bought a tool here that broke the first time we used it. But you can't beat the service at any other hardware store.