Cotton's Ace Hardware of Collinsville — Local services in Collinsville

Beware of return policy at this store!

I bought a Weber iGrill 2 from this Ace and it totally failed and melted to my smoker. I paid $120 even though Home Depot down the road has it for $100 because I like Ace and have been a long time customer. I took this product back for a refund and was told "we will not refund this". They claimed "we won't refund it because we can't resell it".

AKA don't buy anything here if it might break (during the course of normal use) because they only refund products they can put right back on the shelf.

Buy a sledgehammer and the handle breaks? Too bad. They can't resell it. It is shocking that they even sell items that they KNOW may fail and yet they also refuse to accept refunds for. They claimed they sell defective products from Weber because "we need the Weber name". I asked if Weber will refund my extra $20 markup I paid for the privilege of shopping at Ace and of course, they won't.

The assistant manager said there are many products they don't accept refunds for. Good luck finding that out before you buy it. He said they don't take back any gas powered products. This is in direct conflict with ACE corporations' own return policies.

I'm a contractor and I'm no stranger to return policies at hardware stores. I expected better from ACE. If you want to shop at ACE, GO TO TROY. I've been a customer of Troy's ACE for years and they will bend over backwards for you. Not flat out tell you "I will not give you any money back for this product because I can't put it back...

First of all. The staff is very helpful. Not particularly knowledgable, because ACE is a national brand that isn't in the practice of finding qualified people to run a hardware store, but pay less than a living wage and hire folks who are transitioning hopefully to a career, SOMEWHERE ELSE... That being said, they quickly get the lay of the store and figure out where things are... they can point you right to them, if it's something they're acquainted with. They cannot help you with a complex question. But they are indeed trying! The stores are above price point stores, they are simply a last resort when you need something fast and local. Like the McDonalds in front of it... There's really not much that stands out inside... everything is about 20-80% higher than other stores... the recent price bump, put them way out there... But I'll be buying something from them in ten minutes (A $7 bottle of powdered graphite which is actually right at about price point, checking on line, however this could be different than the reality I find at the store), ... So I can't say I don't recommend them. So to be clear, my review is of the Ace Hardware STORES and to a lesser degree the one closest to me, where I have found the employees doing their best with a limited situation for below average pay. They are not the lesser of the evils, but simply the closest. (ok... adding a star. The part I bought today was...

I enjoy going to check out what ACE has in stock. I was buying my furnace filters from Walmart because I thought it would be the best $$ buy. Not so. ACE has better filters for less. Be sure to sign up for an account with them. They give you the key chain account card so when you buy something you make points. You know like you get at Walgreens and CVS. It's free to sign up. This store isn't as big as Home Depot but you will be surprised they do have a great variety of items. I like to check on line if they have what I need on their web site before going to the other stores. ACE has a big varieties of tools, screws, connectors, plumbing supplies, electrical, lawn furniture, grills, etc. What is so nice about ACE it's like visiting a down home hardware store. It has smaller quantity maybe but top quality items. The sales people are top notch. Friendly and always willing to help you with your purchase. Check it out both in Collinsville and Granite...