I had a very disappointing experience at this Ace Hardware location. I drove over 30 minutes to return several unopened tools that I had ordered through DoorDash. I brought both the original store receipt and the DoorDash receipt, and the original receipt clearly stated--in large print--that the items could be returned to any Ace Hardware location. The employees at the register, who looked like two teenage boys told me they didn't know how to process the return and simply said they couldn't help me. They made no apparent effort to ask a manager, look up the procedure, or find a solution. Instead, I was sent away without any assistance. I ultimately had to call Ace Hardware's corporate customer service and file a formal complaint to receive my refund. I understand that not every employee will know how to process every type of transaction, but good customer service means making an effort to help the customer or finding someone who can. Unfortunately, that didn't happen here. What should have been a simple return turned into a frustrating ordeal that wasted over an hour of my time. read more

Received a coupon in the mail for $10 off any item for $10 priced. Purchase the item online. The item was too small had to be returned. They did not honor my $10 off coupon since I wasn't able to use the item told me I had to purchase the item online, however it couldn't be any item that I wanted or needed. False advertising. read more

One of the best nut and bolt selections around, that's mostly why I go here. I almost always know what I need, so assistance is really of no importance to me, but the regular workers typically know their stuff, part timers I avoid, like that anywhere. Old school hardware store has all the regular ole parts you need to repair stuff. read more

Ace Hardware - But and bolt aisle - Hardware Stores Near Me - Aurora, Illinois

I caught 2 employees, and one employee and a customer talking, without masks. Absolutely appalling and unacceptable. The manager that day wouldn't have any of it, so it's quite obvious that the non-mask wearing policy came down from him. Sorry, but "already contracting COVID-19" isn't an excuse for not enforcing mask wearing with your employees, and especially if you have CLEAR signage stating all who enter the store need to wear a mask. Never visiting this store again, which is a shame because they are very convenient to my house for quick, small items needed for around the house. read more

I am sad to hear all the complaint's out about ACE, I have been going to the store on Lake for 35 yrs, I don't get to go like I used to because I am disabled but I will say in all these years I HAVE NEVER EVER even once had a rude employee. things are very hard right now and tough for EVERYONE. Businesses have new young employees that have their own problems with families, school, and many fears that seem to have no where to find the answers. Mgrs. are just trying to keep their doors open to feed their families and help their customers and employees and pay some bills before the bank forecloses. It might be a good time to practice a little of the four letter word that Jesus did when he was mistreated. you remember that word don't you?? L O V E!! he had some other pretty good ones as well, like kindness, patience, When people are rude or use filthy language likesome of you did today ,it's usually because they are hurting? maybe you can relate ??? it sounds like you need a hug as well. As for the masks, remember they are to protect "YOU" so if the other guy isn't wearing one , just make sure you are!!! You'll be fine. I read a couple of sentences from a book that helped me when I was wondering why others were treating me bad one day, and it sure helped me. ,maybe it could do the same for you if you tried it, it goes like this, be ye kind one to another, tender hearted full of mercy. The next time you are feeling like you do today, try looking in the mirror, there's somebody looking back at you that could use a tender word or a donut from Krispy crème, or even just a compliment thanking them for being there for you. Why not try paying it forward? It worked pretty well for Jesus . Just try to remember, it takes but a moment to make some ones day . but you can ruin their day just as quick. so which one do you want to be remembered for? I would like to leave you with a challenge, every morning when you get ready to get up but don't feel like it, ask the Lord to help you do what he would for at least 3 people during that day. and then go out LOOKNG FOR THOSE 3 PEOPLE AND "DO" it. Then just before you get in bed that night look back over the day and remember how you felt when you used the help he gave you!! Remember , love is an "ACTION WORD". AND WHEN YOU APPLY THAT ACTION "GODS WAY", IT WILL BRING BACK A SMILE TO YOU. AND THE ONE WHO IS LOOKING BACK FROM THE MIRROR ALL OF A SUDDEN LOOKS PRETTY GOOD. SO SMILE , CAUSE SLEEP AND REST IS COMING YOUR WAY, THANKS TO "JESUS". read more

Horrible customer service! Ordered a snow blower online to pick up at local store. When I didn't receive an email or phone call about pick up I called the store. The store manager, Ken Schmidt, informed me that he didn't realize that an order had come through and was holding the item for another customer even though I had paid for the item. Mr. Schmidt told me he was going to check around at other stores to see if they had any in stock. Mr. Schmidt never called me back, so I called. Mr. Schmidt stated the another store, further away, had an snow blower delivered but was damaged. Mr. Schmidt told me I could go pickup the damaged item, my response was to have the person that had a hold on the unit, NOT a purchased unit, to pickup the unit from the other store. Mr. Schmidt then told me the snow blower was never delivered to the store. He then called me a D***head, told me to F*** off, and threatened to call police if I showed up to collect the item I purchased. An hour later I received an email that my order was cancelled. Mr. Schmidt is a LIAR, INCOMPENTANT, and RUDE! I have spent over an hour with customer service with no resolution and they still have a hold on my credit card that will not drop off for another 48 hours. I am a huge supporter of local business, apparently Mr. Schmidt only appreciates certain customers. read more

This is not home depot or menards. its an old school ACE Hardware. The people that work here know their stuff. Sure I don't have 1000 combinations of paint but when I need a hard to find piece to fix the toilet this is the place. If you are in to collecting trains they have a great selection in the back of the store. read more

I have always enjoyed coming to this location. The staff is extremely friendly and helpful but not overbearing or obnoxious. My wife and I enjoy just browsing through the store - we have NEVER left without finding some rare nugget that we felt that we couldn't live without. Somewhat of a visit back in time. Love it. read more

Very convenient for the little things I need. Staff is always saying hi and asking to help. Thumbs up! They tend to be a little more expensive, but I get it. read more

I come to Aurora, and North Aurora once a year for the Chicagoland Emergency Vehicle Show... (From Pensacola, Fl.) I have gone to this store many times needing a bolt or electrical connector or what ever to get my restored Police car ready. (once I had to buy a new lawn chair when mine collapsed!) The staff was always helpful, and very knowledgeable... I like to go in and just browse, also... reminds me of the old hardware stores of the past. read more

Of the times that I have been there since moving into the area, I can say that it's not the best option available. The store is really disorganized with empty shelves and the layout makes it almost impossible to find anything. It would help it there was staff available to help, but they are never available. The older lady at the register needs to loosen up a bit. She never smiles and comes across as rude and uncaring. A friendly greeting, maybe a thanks for shopping might make it a more pleasant experience. Even though they are much closer to our home, I would rather drive 5 miles out to Montgomery and shop at Menards. read more