Ace Hardware Mint Hill

Maureen Ryan 3 weeks ago

Absolute WORST experience at a ACE Hardware. I asked for help finding a specific paint brush. I was told I could look for myself in Aisle three. The young man that waited on my was dressed in a dark hoodie with the hood up. He picked his nose as he was waiting on me. I will not return to this store. I will chose LOWES or HOME DEPOT over this store. Or drive a little further to Indian Trail. I have been to the ACE Hardware in Indian Train, they offer superb customer service.

Tim Downer a month ago

Normally a good store for quick hardware purchases, but recently my family purchased a new Weber Grill from this location in early April and now has a two-part story. Part 1. Grill was delivered and not installed correctly. After noticing grease leaking into the propane tank compartment, I called the location who would not send anyone out to resolve the issue. Fortunately, I was able to resolve it on my own, but the fact is, the grill was brand new, not installed properly and the location failed to accept responsibility in resolving the situation and left it on the customer. Part 2. Memorial Day weekend 2026, one of the largest grilling days of the year, a burner was failing to ignite. Gas was flowing properly, but no ignition of one of the burners. Again, a call to the location since the grill is less than 6 weeks old. The alleged Assistant Manager, attempted to walk through troubleshooting over the phone with my elderly father, to no avail. My father asked him to simply come pick up the grill and return or replace it since there have been multiple issues. To which, he was told that, the location cannot do that since the grill had been used, despite being only 6 weeks old. The Assistant Manager's resolution was "there is nothing we can do you just need to call Weber and in the meantime, if the gas is flowing, just light it with a grill lighter", and ended the call. So, he gave my elderly father their Customer Care number and advised him to stick his hand and open flame into a flowing gas grill. Neither solution being adequate or bringing a resolution, but fortunately Weber Customer Service happened to be open on Memorial Day and was contacted. They sincerely apologized for the experience and inconvenience, asked a few questions and are sending out parts to apparently resolve and fix the issue. Those parts though will have to be installed by me, the customer. While Weber was great in their customer service, this Ace Hardware location was horrible and accepted no responsibility of the product that they sold. As a family, we attempt to support local businesses within our town and community, but unfortunately, this will not be one that will have that luxury going forward. Ace Hardware Corporate, I sincerely hope that this is an isolated incident within your company and that customer service experiences like this can be used in training as what NOT to do in accepting responsibility for products that you sell/represent and more importantly, how to treat a customer. As the old adage says, it takes a long time to earn someone's business and like this case, just an incredibly short time to lose it.

Lester Knowlton 3 months ago

I used to go to the big hardware stores. They are big and often hard to get customer service. I have been going to Ace Hardware in Mint Hill more often. The staff is amazing. They greet you as you come in and ask how they can help. They are knowledgeable about most things and usually solve my problems . It reminds me of the olden days before the big home improvement stores. I want to thank the staff at Ace Hardware in Mint Hill for making every visit productive. Keep up the good work.

Hannah Wright 5 months ago

Pulling out of Ace Hardware with a smile on my face. I had been to 4 stores today and no luck. Ace had the largest selection of screws i've seen in Charlotte. I came in and a very helpful person at the front desk walked me back and began assisting me. He called for assistance, and Aaron showed up. He knew exactly where to look and found my part in a few seconds. He went above and beyond for a twenty cent sale. I told my son to run back in with a couple bucks to say thank you for his help, and he came back and said Aaron declined to take it. I am blown away with the amazing customer service!

Nancy Alexander 10 months ago

Shout out to Nick, the small engine repair person. I took my chainsaw into the store today, and he gave me great advice, showed me the proper way to start the chainsaw, and advised me on the products to buy to keep the chainsaw in good shape. I found him to be very honest, very knowledgeable, and a very nice person. I highly recommend Nick if you need any small engine repairs done. I have been to the store several times to purchase items, and everyone in the store is very polite.