As an advocate for small business owners, I purchased three heaters and firewood as Christmas gifts through the Ace website to pick them up at this location. I read the "Easy Return" policy and all exceptions before making the purchase, as I knew one or all of the heaters might have to be returned. Sure enough, the firewood was a hit because someone gifted a firepit. The heaters were in their original packaging, sealed, never opened, and returned within two weeks with the original receipt in hand. Before I could even say "hello" the cashier told me that heaters could not be returned. I showed her and the manager the "Easy Return" policy (which was boldly printed on the receipt THEY provided when I picked up the items). They, instead, pointed to a sheet of paper taped on the cashier's counter with a list of "unreturnable items" in size 14 font, which did in fact include "heaters". Rather than handing them a business card and playing into the typical lawyer stereotype, I left with my heaters, called ACE Customer Service, and was told, "Yes, each store can randomly create its own policies, even if they are in total contradiction to those posted on the Ace website". I have since then spoken with FIVE customer service representatives from ACE, all of whom said I'd be emailed shipping instructions. I have yet to receive a single email. Therefore, I drove to another Ace, and, fortunately, that location was familiar with Ace's "Easy Return" policy; without the slightest hesitation, they processed my return. Nevertheless, Ace Hardware, as an entity, must be provided with a very clear definition of what the word "easy" implies when used in the title of a customer service policy and in today's world of logistical masterpieces. To the owner(s) of this particular Ace, here is a mini sidebar commentary. Undeniably, small businesses/franchise owners struggle to compete with the billion-dollar giants, which is why I make every effort to support them. With that said, these small businesses need to remember the incredibly low prices and flawless return policies that Goliaths, such as Amazon and Walmart offer their customers. Nobody expects you to beat or even match their prices, but with just a touch of personalized attention and return policies that, at a minimum, adhere to the one blasted on the corporate website and printed on your receipts, customers, such as myself, would remain loyal, willing to pay slightly higher prices, and selecting items from significantly limited options. Why? Because you're here. The well-being of your employees and the success of your business are important to me and to the future of this rapidly withering piece of paradise (Miami). However, with your impressively barbaric return policy and the blatant disregard for customer service, I am now adamantly opposed to shopping at ANY Ace. I have spent the past 48 hours telling friends and family that "I can't talk right now. I'm STILL dealing with Ace and their "Easy Return" policy". Needless to say, they too are confused and offended by this entire fiasco! Yes, your very "unique" return policy secured a $150 revenue increase for Q4. In fact, if played correctly, it could have tripled itself as an investment, with notable gains throughout 2023. Instead, it has most likely been converted to a lingering, intangible, unquantifiable "effect" of possible future earnings.

While traveling to the Miami Beach, we had a unique experience with a part on our car falling off that we would never forget. Frantically searching for a answer to our problem, we found a close by ace hardware shop that gave us the best customer service we had ever seen. The employee's were very helpful and friendly and helped shape our point of view of the incredible standards and values of Miami. One employee was from California and gave us exactly what we needed and offered to give us tools, and utilities to assist our struggle for free of charge while the other employee's insisted it was easier to fix here because it's so expensive to take to a shop. They proceeded to show their kindness by letting us park our car in the parking lot which blocked a few parking spots and allowed us to fix our car through the constant rain. I would recommend this great hardware store for anyone in need of anything. These employee's saved us thousands of dollars through their humbleness, and humility. If the city of Miami is filled with these kind of people and shops, the people of Miami should be proud to represent such a great and understanding community.

I showed up at ACE hardware at 7:53 pm (Ace Closes at 8:00 pm so I was cutting it close). I asked the person who greeted me at the front door if it was too late to get paint and this fellow rolled his eyes into the back of his head as if I was asking him to give up his first born. I told him it was not yet 8:00 at which he replied "I can help you if you are you looking for plain white paint"... I told him I did not want to inconvenience him and left. Now I know it was not optimal for me to show up that late but with the unexpected detours and road closures on 2nd Ave. in Miami it could not be helped... regardless THE STORE WAS OPEN! In the past week I have dropped approx. $1,200 in this store on a paint project, but due to this man's horrible demeanor, I will never step foot in this store again. Message to Ace, stop spending money on advertising and redirect the funding to teach your employees basic customer service.

Most of the people that work at this Brickell location are rude and have poor customer service skills! I try to avoid this place as much as possible, I'd rather go to Home Depot and use their self checkout. This white guy named George who is frequently working the cash register is not friendly at all and seems like a racist guy. There is also a bulky white girl who has a lot of tattoos that works the cash register too, also rude and seemingly racist. The guy who works in the hardware (screws, nuts, bolts) department seems helpful but that doesn't seem like a common attribute among the rest of the employees. There are many places in Miami that lack good customer service, but this place is one of the worst! The only reason I occasionally visit this location is because it is close to where I live, but I would rather travel many miles than deal with these people... next!

I've been there a few times now. For some reasons, I always try to go to the largest traditional stores but I end up at the local Ace Hardware most of the time. These guys are terrific. After my last experience, I thought I'd write that review. Had to redo some of my keys this weekend. Went to a large store nearby. Got three of them. NONE of them worked. Couldn't believe it and didn't want to drive back. I thought I'd check out what Ace could do. Sure enough, I had barely walked in and Mike asked my if he could help. Took him no more than 5 mins to do 3 keys (manually, no electronic machines) which ALL worked perfectly. That's it. They earned my first trips now and if they don't have what I need, then I'll go to the large store, not the other way around.

Some friends were doing some work setting up their new cage at a huge local data center downtown. They found they needed some tools and parts and I told them to list out exactly what they needed and I would go get everything while they stayed and worked on their cage. I didn't really know what half the stuff was so when I arrived at Ace (closest hardware store) I asked the lady that greeted me if I could get someone to help me. She obliged and before I knew it had 3 different people all helping me collect all the items in the list. They were rockstars and had me all taken care of in about 20 mins. I wish I remembered all their names so I could include them in this review, but they know who they are. Friendly and extremely helpful staff at this place.

A good location of the store staff are very friendly and helpful they know their stuff there was easily to explain several items that what we were unsure of on how to install the Big Green Egg that they're famous for is very nice and works very nicely we're going to pick up a couple more later this year they always have a wide selection of items at reasonable precious have curbside service you can pick up the help load into your car they deliver as well we do highly recommend this location for anybody needing items from hardware store and this area of Miami Florida we do highly recommend they're very clean and hopeful this store is easy to locate as well

From the moment you walk in, they treat you like you want to steal something. They have like 500 cameras and still want you to leave you bag with laptop an money in the cashier area. This is not 1990!! If you have technology use it on your favor!!!!! It is about time that someone opens another store here in Brickell! They need competition since they are very pricy and think they are the kings! When i go to home depot they never ask me to leave my personal bag anywhere…. GET YOUR ACT TOGETHER!!!!!!

Had to go in about five times within two days, two weeks ago. They were GREAT. I’ve never had that degree of service from any hardware store I’ve been to. Each person we talked to made sure we got to the right person who would know the most on the project we were trying to tackle. I rarely write reviews, but they were truly amazing. The projects are just about finished, but looking back, I’m so grateful for that teams knowledge and the degree of help we received every time we went in.

Just walked out of this Ace location. New to Miami, this was my 3rd stop here for phone charger issues and previously for some minor plumbing. I always feel welcomed. It surely feels good when I find a business that truly appreciates mine. Congratulations to the manager for setting such a high bar of impeccable customer experience standards. As I walked out, I said I'm very happy. The store manager said..."That's all the matters". I promised him this review. They all deserve it!

The gentlemen on the floor were beyond kind, full of product knowledge and eager to assist. Even customers were kind and courteous with one another. The single star rating is the incredibly nasty and rude cashier. Her behavior was uncalled for and nasty. Perhaps she can be leveraged in another part of the store but last impressions are lasting impressions, that is not how I wanted to end my experience. Thankfully another cashier stepped in that was efficient and apologetic.

I have worked in retail for more than 10 years and the ignorance and attitude I received when I entered this store was beyond comprehension. It was a light skinned gentleman at the register and a female in the paint department. I was ignored and walked past as they helped other customers. The disrespect needs to be addressed and fixed all I came in to do was buy a spray paint bottle. Quick 5 min visit lasted 30 due to the lack of good customer service!

I usually buy things from Home Depot but decided to try Ace this time since it’s a little closer. Very small parking lot and the store is much smaller than Home Depot but very good customer service! Usually at Home Depot I would need to look for staff for help if I have a question or looking for something particular. At Ace, I was greeted by staff and offered help soon after walking into the store! Very good shopping experience for sure.

The employees here are very helpful and guide you as soon as you walk in, which is great. But be cautious for one thing. I understand it's their job, but they are also sneaky salesmen and try to sell you the most expensive items, specifically ACE branded when there are other similar items of different brand that may cost less. As long as they take you to the isle and you know what you're looking for you'll be okay.

The store is orderly, but the last time I was in there, I needed to change my number listed for the Ace rewards. I also had a discount coupon that was supposed to show up on my account for downloading the app. The girl at the register didn't seem to care that I needed assistance with that, and rang up the items and told me the price. I think I will be switching my store. Her attitude was not appealing.

Very bad attention from the staff, I entered the door with the idea of buying several things with my photography backpack and immediately one jumped out telling me that he could not enter with the backpack that he had to leave it but his attitude was uncooperative, so I asked him why Please can you find me an estention and you were not friendly at all, therefore I will not return to this place.

Very disappointed of this crew. Just got a product that didn’t work for me and when I wanted to return it the reason why I couldn’t get my money back was because the receipt said “final sale” (after I already paid) and nobody told me about it the moment I bought it. There’s no signs in their final sale products and it’s a mess trying to figure out the prices.

Hans, thank you so much for all your help on 8/4/‘23. It seems like you run the show because when you’re present everyone is on their A-game. If that’s not the case, then you need to be promoted immediately. Made another stop for adhesives the following day. Although I was helped by someone else, I witnessed consistency in your character. What a champ

The store has a lot of stuff but it is quite pricey- this makes sense given that everything in brickell is pricey. However one of the managers named "Alex" severely lacks proper manners on the phone and in person. I was calling for an online order return and he raised his voice to me and hung up the phone. VERY IMPROPER ETIQUITTE! ESPECIALLY FOR A MANGER!

They have an impressive depth to their hardware offerings for a small-box store. Just as important they have a friendly and knowledgeable staff that will do everything they can to help you find exactly what you need. It is also an excellent place to find some of the more obscure lightbulbs used in condos in the area, cleaning supplies, and the like.

Good service. Always ask you if you need anything when you walk into the store. And they help you go get it always. Great on giving store credit and assisting you with exchanges. I own a business and always buy what I think I might need and come return what I dont, that way I don't need to come 30 times to the store lol

This is an absolute Gem of a hardware store. Staff are super knowledgeable and genuinely want to help you. I can say that Brian truly helped me pick the right hardware coupled with excellent advice that enabled me to install a bathroom cabinet smoothly and efficiently. Avoid Big Box stores and come here, well worth it!

On Monday August 15th at the entrance the rude staff ask me to leave my backpack at the cashier while purchasing. When I ask why they told me it is a new policy. Obviously they don’t trust customers. I am 76 years old, I am very disappointed. It never ever happened to me. I believe this is ilegal and very offensive.

I went to two home depots and Sears where they showed inventory for dremmel parts. I was finally told it both Depot's that despite that it says the parts are in they were probably stolen. The Ace store had 3 people jumping for the parts I needed. Evidently it's not easy to steal from Ace thank heaven.

The Brickell Ace Hardware is fantastic! As you walk through the front door, you are greeted and asked if you need any help. Once you let them know what you are looking for, they send someone to meet you in that aisle and all the associates are always super helpful and very friendly. Highly recommend!

Very helpful customer service!! I really enjoyed the visit because the staff made me feel so welcomed! Certainly without being an expert, I was searching for parts and tools. The customer service team was patient, informative and very personable. Kudos for making amateurs like me feel comfortable!

This may sound silly, but this Ace Hardware provided me with the most empowering paint buying experience of my life. I clearly have no idea what I was talking about, but these guys really listened to me and advised me so I could get exactly what I needed. This is my forever hardware store.

Great alternative to Home Depot in the Brickell area. Convenient location with plenty of parking. The staff is friendly and it's a great place to get what you need when you're in a hurry and don't want to drive far. Prices are great and the inventory is plentiful. Keep up the good work!

Store is clean and well lit. Employees are in clean uniforms. They are also fluent enough in English and were patient enough to answer any questions I had. Prices and stock were better than the last place I went to. Return policy was clearly explained. THIS IS MY NEW HARDWARE STORE.

Helpful attendants always quick in answer my doubts or questions about anything. When there is no an item availabke at store i purchased, they order and call me back when the item arrives at store, so easy ! not even mention the location easy to park close to my ways home or work.

This store has just about anything you would need for the small fix job. It's also nice to buy just one piece, instead of a box of 100. While I was looking for a set screw, I was asked if I needed help by two of its staff. This is a place that still practices "customer service ".

Their inventory is out of control they dont have what you need in the shelf they ask the cashier and the cashier says that according to the system they have it but they dont, not the first time that this happens in the electrical or paint dept. Horrible and frustating.

The best quick shopping I have done offers to help you in a flash, I recommend coming to this store, cause of there customer service i say way better then home depot, I really cant speak for there availability in certain things but the customer service was awesome.

This Ace Hardware is great - small footprint, but they stock a LOT! Service is great - everyone is friendly and helpful - and I buy when things are on sale! Convenient location for me - and for all downtowners - fairly good parking (can hold about 10 cars or so?)

They have helped me so much for preparing for new renters. They gave me great advice for what type of finish of paint to use for durability. What products to use for patching holes created in walls from the TVs. Even ordering products on a rush for no extra fee.

Pretty impressed… at least 4 staff asked if I needed assistance. Most stores these days have problematic staff. Hardware stores keep the “friendly” in their service priorities. I wasn’t able to find what I needed; 4 ⭐️'s based on my not knowing enough of store.

I arrived 15 minutes before closing and everyone was so eager to help me and no one made me feel like I should hurry up so they can close up. Their customer service was AMAZING! If you need any help there just ask for Hermes and Judy, they are superstars.

can't even return anything here, not even the same day that I bought an item. The item that I bought was expensive and couldn't return it. It's difficult to make returns or exchanges in this store! Avoid it if you like to change your mind afterwards

Made copy of key that few places can copy... although slightly pricey, fast and friendly service.. More importantly it helped unbunch the panties of some very entitled tenants I am dealing with.. Sooo very happy customer!!❤ …

Why go to the big box hardware stores?, what for the expert service and knowledge?? C'mon-If you like service, and I mean real service and expert advice, Ace hardware in Brickell is my, and should be your spot! Go in and ask for something

The selection of replacement electric stove coils was poor at best and astoundingly overpriced. Very disappointing from a place that always gets 5 stars from me. I patronize frequently. The staff was 5 stars as always though. Great people.

Great local hardware store. Lot of employees on the floor that can give advice and help. Prices are a little high but the high level of service makes up for it. When I'm not sure exactly what to do I come here. They set you up for success.

Worst customer service, not even the people don’t want to help you, after you buy something there is no return policy just whatever the manager decides. Definitely not buying here any more you will loose your money worst customer service

Staff is always there to help out and give great advice on what to buy for every small repair I need to do. I like how you don’t need to flag or chase someone down for help. They always find you and take you to where you need to go.

I love Ace hardware at brickell. The staff is always professional, friendly and courteous. I always find what I'm looking for. When I order online and go to the store for pickup my items are always ready for me. Highly recommend

Friendly staff, decent selection for a small downtown footprint, easy parking. You WILL pay the convenience premium for not having to drive to Lowes/Home Depot. There should be a big sign on the door that says NO RETURNS.

Everyone is very helpful. I'm undergoing a home repair and when I need to I know I can go over to ace and someone will do their best to investigate and resolve my questions. Wish they had handymen they could recommend.

This ACE Hardware has everything you need and more. Even more importantly, they employ outstanding staff like Dunia which is as sweet and helpful as they come. Thank you for your excellence, it is greatly appreciated.

Easily one of the BEST Ace Hardware stores in Miami. It's a smaller location but they ha e most things and are open Sunday. I think I've even been there on Christmas Eve for emergency stuff and they never disappoint.

By far the most illogical group I've ever encountered at A hardware store. Most seem to lack any experience in basic repairs. Everything is A yes to make a sale!!! With the exception of 1 lady whom works the floor.

Good selection, and great service. Sometime quantities are low so calling ahead helps. I find that usually when you need a part you can usually get the amount you need by visiting both ACE hardwares in the area.

Staff is always very helpful, asking if you need assistance and pointing you in the right direction. Conveniently located, with a small parking lot, which is great to go in a quickly grab what you need

Today I went and I want to highlight the wine of Mr. Hans who asked him for 10 different things and at no time did I decrease the quality of care, excellent. The rest of the attention is very good.

Great they have what you need if not, they can order it fast. I always get the help I need. I waited 35min yesterday just to have someone cut wire for me at homedepo. Never again. ACE is the place!

Very convenient hardware store within walking distance of downtown Brickell. Very large selection of hardware, paint and home maintenance products. One of the best Ace hardware stores I've been in.

I love this Store!! The Employee's all know where thing are and very helpful.. I live mid Town but go all the way to this store because of the Great Customer Service!! They Never Disappoint

I find it very convenient when they ask me (when entering the store) that if I need help finding something. This way I complete my errand in the shortest time possible! Thank you guy!

These people are so helpful that its ridiculous. I needed specific items that were small and they literally helped look for it. Now that's dedication to their jobs. Thank you so much!

Caveat emptor!!! Store prices are remarkably higher than website (50% higher). Ripped off on return refund. $5 for a simple board cut. Will not return to this location for any reason

I've been here 3 times, 1st was pleasant everyone was very helpful. 2nd time there was an hispanic gentleman checking me out who was quite rude. 3rd time was the best experience yet.

I Shop here a lot and everyone great. It's actually just like the commercial says they are. I good to a lot of different ace thru out south Florida and very few treat you like here.

Always nice to find what you need near home without having to go far to the big stores. Amazing customer service, is always someone there to help you find what you are looking for.

⭐⭐⭐⭐⭐ Great store and amazing manager and employees. This is the best and most organized store I've seen. It may be small but has everything you need and a great team. Excellent.

These guys are usually really helpful and have most everything you need. For me to very close to home and you don't have to suffer through the evil empire of Home Depot LOL

I love Ace Hardware. It's like what CVS is to Walmart you can get what you need without having to walk a mile. And unlike Home Depot you actually get good customer service.

Strange experience at this store, felt uncomfortable when making my purchase. I usually love Ace hardware but I'll make an effort before coming to this location again

Great local hardware store. Super helpful staff more than willing to help in store. Beats the big box hardware stores hands down. Definitely worth shopping here.

They know the store like the backs of their hands and don't mind helping you. Then they always seem to carry that hard to find item you can't get anywhere else.

First time going but they for sure can expect my business. Theres no better feeling than dealing with sales attendants that are informative & helpful.

I am not sure anyone has ever used the the word "cozy" for a hardware store, but this place is cozy. Narrow aisles but they have everything you need.

I don't come here often, but this place is good. Helpful and attentive staff, which is important for me in a store like this. Would recommend.

You can find anything you are looking for and more. Yet they are still super organized and provide friendly attentive customer service.

Very effective, efficient and most of all - friendly. You walk out not just getting what you want but a feeling you've met good people.

Better than home depot ladies there realy know their stuff the best and freindly knowledgeble service anywere the best hardwere store

It's close to my home, the employees are friendly and helpful, but the prices are higher than what I see at other hardware stores.

Helpful staff and all the products you need to complete home jobs. Better prices than shopping for light bulbs at Publix or cvs.

Very friendly and helpful staff. This location is larger than most Ace locations. A much better option than Lowes or Home Depot.

easy to access. Free parking. Great selection of products, cleaning supplies, kitchen things and even appliances. terrific staff

The staff have been very helpful all the times . I had no problem of finding the basic hardware needs each time ive been there.

You can always find what you're looking for. Competitive prices to other big hardware stores. Great location. Attentive staff.

The only drawback I can mention is that there was a slight delay in serving the food, which wasn't too significant though.

Excelent store❗️ there I could find what I was looking a cell phone bag holder for my belt...nowhere else‍♂️ …

Very helpful and polite! Appreciate it and made our little craft project for baby shower decor less stressful and easy!

Always helpful and friendly staff to find what you need, answer questions, and help you get your tools or parts quick.

I love this place, as soon as you open the door they greet you and ask you if you need help. They have lots of things.

This Ace as always been solid. Really great staff. Fairly well stocked and the prices are decent for a hardware store.

Well stocked, pleasant staff and very helpful. One of.. if not, one of the best Ace Hardware stores in Miami... ;'-)

Just got here 23 minutes before close to grab one thing and they're already locked up. Great waste of an Uber ride.

I’ll definitely be coming back here. Had a great experience - Rosie helped me get exactly what I needed. Thank you!

Very good customer service nice place if you need anything for you home much better than home depot, I recommended

Very friendly staff, the helped me finding the tools for my project. In and out in ten minutes, really time saver.

Amazing that they manage to fit literally everything you might need into that little shop. Great local resource.

Great merchandise, friendly service, good deals, far superior than the large box retailers, highly recommended.

You will never get the service at home depot that you get here. Staff are incredible and so helpful.

Find anything you're looking for in the middle of Brickell excellent help. Slow register check out

Staffed appropriately and shelves are organized. I always get efficient help finding what I need.

Good prices, lots of products and the most important quality: really friendly and helpful staff.

Professional, friendly easy to find items, helpful, convenient environment. Kudos guys Thanks!

Excellent service and they are always someone to help you with what you need, good prices too

Very helpful staff, amazing hardware supplies, can find almost everything. Quality oriented.