amazon   United Arab Emirates

Very bad service

I don’t reccomend to use the service.

I made the order. It 4(!!) days got a call, meaning that I have to wait the currier 9-5, because they can not make a delivery without my signature. Nobody informed me about it. All normal shops just left the goods next to the door or allow to choose shipping time.

I applied for cancell the order and refund. The support tald to me that everything will be ok. 24 hours passed – not any reaction.

Don’t waste your time. Go to Noon or Amazon

17-06-2026

Raed Dabbous   United Arab Emirates

Horrible customer service and purchasing experience

I ordered 2 different items. One arrived and the other didnt..and I realized that other item is from their vendor or whatever. I waited no one contacted me. I contacted them and they opened a case. and they say they will call me back..nothing..everyday they say sorry soimeone will call you back..no one. finally they said the item is out of stock according to their vendor. they will rundme in 7 to 15 days!!! to top it all I purchased from the vendor directly the same product (thats supposed to be out of stock)..and I got it in one day! horrible shopping experience. I am sure I will have to be callin cand calling to get my refund..Its a blask hole there

18-02-2026

RM   United Arab Emirates

Furniture purchase

Never purchase any furniture from ACE before knowing their totally unreasonable policy on return and Exchange. Their after sales service is also pathetic and you never get a response in time or one that makes sense. This is the last time I make ANY purchase from ACE and would recommend the same to others

29-11-2025

Ju   United Arab Emirates

Damaged product, no customer service

Trying for 2 months to resolve an issue with a product ordered online that started breaking. No communication from ACE. Had to follow-up 5 times myself. Does not inform about anything and lie about calling you back to follow up about situation. Be aware and don’t order here!

17-12-2024

Vishnu   United Arab Emirates

After sales customer service – Worst

r repeated negligence and unresponsiveness. Despite numerous emails, calls, and follow-ups, I have not received any resolution or satisfactory update regarding the repair of a product that is in the warranty period

13-12-2024

Olena   United Arab Emirates

The worst experience with after sale customer service

I try to solve the issue with barbecue set I bought Online in Dubai
Never had such a bad experience with customer service
Nobody call you back
I am going back and forward for month already to fix small problem that I got with my brand new barbecue set

04-11-2024

W   United Arab Emirates

Horrible experience at ACE hardware costumer services

I recently had a very disappointing experience at Ace Hardware Dubai. I went to the store to purchase a vacuum cleaner and was initially pleased with the salesperson, who gave a detailed demo of the floor model that was on full discount. When I checked online, I found the same model listed with a 20% discount. Naturally, I asked why there was a price difference. The salesperson suggested it might be an online promotion but assured me it was the exact same product and that I could place an order online and pick it up from the store within an hour.

After waiting for over an hour, I received no notification, so I went to customer service, only to be told the item I ordered was out of stock. They claimed that the model they had in-store was the same but with a different article number, potentially due to color differences. I made it clear that I didn’t care about the color, but I was then told that there were “differences in specifications,” which I later found out from the dealer is absolutely untrue. Despite being told I’d receive a call within 2-3 days with an update, no one ever called.

I went back on the third day, still with no solution in sight. If this issue isn’t resolved today, I’ll be demanding a refund and taking my business elsewhere. This entire experience has been extremely unprofessional, especially with the poor online customer service. Ace Hardware clearly lacks attention to customer experience, and I won’t be returning.

18-10-2024

Lama   United Arab Emirates

Im a customer with Ace more than 10 years with good customer service and equipment quality. Unfortunately i bought an oven from Ace and I paid for extended warranty. The warranty still valid until October 2024. I have an issue with the oven and really it is dangerous , the oven heating too much even on the low degrees. And this effect my kitchen cabinet and the food as well. I called Ace and raised the problem. They promised to solve the issue and confirmed that the oven under warranty and someone from service center will visit my Villa to fixed it. If not fixed on the spot they will take the oven to the service center and fix the problem. If the problem not resolved they will replace it with new one as it is under warranty. Unfortunately. Service center bring the oven and they confirmed that the problem was very minor and it is sansor issue After I trying to use the oven, same issue happened and the oven temperature comes very high and the food becomes burning and again effect the kitchen cabinet. I called Ace customer service and they apologized and promised to help me again. Someone from service center visited my home again and took the oven. On june. I visited Ace to check what happened and when i will have a replacement. As two times within ten days the service center visited my home and the oven issue still the same and really it is dangerous. Ace customer service unable to help and the warranty is fake as they confirmed if the oven issue not fixed after they took it to service center they will provide a new one.complain number D000016299. I already raised the complaint many times and no one help .

Zero

24-07-2024

Vishal   India

Fraud – they sell cheap products

Please be careful before buying products from them .. they use very cheap products and post sales service is very bad
I bought gazebo on 2nd Feb 2024 and slight rain cause entire gazebo roof to come down and roof metal bend completely

I asked them for resolution and customer service telling me sorry we cannot help

Sharing pics for everyone to see

PLEASE DONT BUY FROM ACE
THEY SELL CHINESE PRODUCTS WHICH IS NOT AT ALL DURABLE WITH BAD CUSTOMER SERVICE

17-02-2024

Tamer Hassan   United Arab Emirates

Outstanding experience at ACE Festival City Branch

Went to ACE at Festival City and was approached by very courteous and helpful staff that helped me throughout to find all what I need quickly before closing time at 11pm yesterday (Monday). At checkout, we were well received also by Nyi Nyi who was happy to answer all our last questions, and he even went out of his way and rushed to get us one last item we were missing and which we remembered we needed last minute before paying. He was so attentive, friendly, and cooperative, and brought us what we needed in a flash, despite having to go a long distance out of the store to get us our item from the garden section outdoors. Nyi Nyi was also very knowledgeable and competent and knows exactly what he is selling. Very highly recommended and we would definitely return without a doubt.

06-02-2024

Mdv   United Arab Emirates

My Gazebo broke with wind

I recently purchased a gazebo from ace hardware. Due to heavy wind of 5 mins max, the structure completely collapsed. I raised to complain with customer care, and mentioned that this kind of issues should have been checked by quality control team and they should inform the customer clearly at the time of purchase that it cannot withstand any wind pressure. Nothing of that sort was ever explained to us at the time of purchase and I obviously trusted their standard. My complaint was not even registered and the staff told me that Management rejected the request for credit note because it’s a natural disaster. The wind was blown only for five minutes and the structure collapsed. To me it wasn’t a fair decision and I don’t think I would purchase from Ace given the level of customer service and respect for customers rights. My experience is very bad although I recently spent a lot of money to buy several items however, I’m disappointed that they did not do anything to offer relief from the damage. As a customer, I disagree with the decision I would not recommend their gazebos.

06-08-2023

Anurag   United Arab Emirates

Sold me an used product and then told lies that this how it comes from company

I bought Yale keypad for Yale door lock. When I received the order, I noticed following:

1) Another tape was put on top of original package seal.
2) On removing the tape I found that the original seal was cut.
3) AAA batteries were found installed in the device.
4) The package inside had also signs of mishandling as part of package padding was torn.

I called them and send them an email regarding the issue and requested them to replace the product with a brand new product.

They replied that this is how it comes from company!!

They think people are stupid. This specific product never comes with batteries (can be checked on product website). Even if a product comes with AA / AAA batteries they never ship it installed in product since obviously it will leak and damage the product.

I only ordered two times in lifetime from this store and both ended up with similar issue.

NEVER buy online from this store. They will send you used / damaged products and will tell you all lies to reject any kind of replacement!

18-07-2023

Deborah Pearmain   United Arab Emirates

Fridge delivery canceled at last moment

Ordered a fridge on 28th April and arranged delivery for 2nd May morning. At 10 I call and am told they will contact you for delivery time, at 11 I call and told the same thing. At 12:15 Ace calls and say your item will not be delivered today, but tomorrow instead!
I arranged to work from home today in order to be here for the delivery and cannot be home the next day.
They advise the company cannot deliver today as they only received the details today – I placed and paid for the item 4 days ago.
Really bad service and do not recommend them.

02-05-2023

Raz   Canada

Amazing service

I loved the customer service especially esmie she helped me pick out everything and greg, marie claire helped me alot i will always buy from them. Thank you

28-04-2023

Rosemarie   United Arab Emirates

goods advertised differ from those delivered

A word of advice – be extra cautious and vigilant when buying online. Do not get dazzled with the AED 50 voucher as it will not cover the loss you make. Goods advertised are not what you may receive. Plants far shorter to almost half below the advertised height. Boxed items missing parts. Complaints fall on deaf ears as they try every trick in the book to waste your time for a replacement or refund. While the location is excellent for a store visit the online falls far below accepted standards and they are prone to cheat openly. Picture claimed to be 80 cms at 50cms and Lemax missing parts for reference.

28-01-2023

Anna   United Arab Emirates

They advertised that the delivery will be 3 working days. THIS IS A LIE

Beware! They will not deliver your items on time. They will also lie about the time it will be delivered. They are very unprofessional as well. They gave me their word about the time but in the end, it never came. I even extended my time in the office. ORDER SOMEWHERE ELSE IF YOU DON’T WANT TO RUIN YOUR DAY.

10-11-2022

Huda Ashhab   United Arab Emirates

Outdoor furniture

Very bad quality of the material used for outdoor furniture. I got the wooden rope set and it took less than a year for the chairs to tear up. Am very disappointed. Will never think about buying outdoor furniture again from ACE

12-09-2022

Shadha |   Verified   United Arab Emirates

Satisfying

I went to the Festival City office in Dubai for a variety of equipment needs, and Alaa was really helpful, attentive, and knowledgeable. He stayed with me for at least half an hour, finding everything I needed and making it extremely simple for me. I will undoubtedly return.

27-05-2022

Douglas Rapley   United Arab Emirates

Terrible aftersales

Don’t buy any appliances that may need aftersales work. The people they contract to “fix” washing machines are amateurs and couldn’t fix anything. Trying to get Ace to live up to their aftersale warrantee obligation is an absolute nightmare. Simply put, if you want a stress-free life, do not purchase anything from this business in UAE that is more technical than kitty litter or a hammer.

29-01-2022

Nefeli   Greece

Customer service

I visited the festival city branch in Dubai for many particular equipment needs that I had, and Alaa was very helpful, patient and competent. He stayed with me at least half an hour and he managed to find everything that I needed and made it very easy for me. I will definitely come back.

26-01-2022

Private   United Arab Emirates

Electronics

Never again I buy electronics there.
Bought a double fridge online with 5 years warranty, the freezer side was not working after 1 month already. Since 5 month I am trying to get it repaired or exchanged with the warranty. 5 month imagine.
They sent 4 times Eros Group, who tell me a difference of 22,5 degrees is normal and its not damaged. Seems logic….
I got even sick from the melted/freezed/melted/freezed food in the freezer and ACE doesn’t even care. Salmonella is a serious issue!
Freezer setting is -20 and the actual temperature is +2.5…. I feel pranked!
Now a chinese man from the brand Midea sitting on my kitchen floor with video call reading the fridge manual in chinese since 30 minutes.
Consumer rights???
Lets see how many more hours they waste my time.

20-01-2022

Toulu |   Verified   United Arab Emirates

Perfect quality!

The quality of the accessories provided by ACE is extremely perfect. Furthermore, their prices are affordable! Totally recommended!

11-01-2022

..   Yemen

Arrogant service

Such an arrogant company!! ACE customer service and their systems are very incompetent! My money gets deducted online, but no order created! And when call or email their customer service, I’m responded with arrogance! Not even a single apology!

02-01-2022

Bristol |   Verified   United Arab Emirates

Helpful staff!

The sales team at this shop is very professional and helpful. They helped me in finding the product I wanted immediately. Totally satisfied!

25-11-2021

Asma |   Verified   United Arab Emirates

Advisable

Customers can choose from a number of product alternatives at ACE. The products are of excellent quality and are available at very reasonable costs.

29-09-2021

Joaquin |   Verified   United Arab Emirates

Convenient

I have bought hand tools from here and it was perfectly reliable convenient to use and their prices are affordable, I am satisfied.

26-09-2021

Connolly |   Verified   United Arab Emirates

Variety of options

ACE is offering a variety of options for the products for the customers. The products are of perfect quality and have amazing prices.

22-08-2021

Jessie |   Verified   United Arab Emirates

Just amazing

What I like best about ACE is that I can always locate what I need there. Their store sells a variety of items. The staff is extremely thorough and professional. They are consistently one of my top picks!

11-08-2021

Jimena |   Verified   United Arab Emirates

Affordable!

Whenever I want any type of power tool accessories, I always find them at ACE. This shop is so reliable and the prices of the products there are very affordable.

30-05-2021

Pomona |   Verified   United Arab Emirates

All products available

What I really love about ACE is that whatever I needed, I find it at their place. Their shop encompasses different types of products. The staff is so detailed and professional. I would always recommend them!

23-05-2021