ACE - Dubai Festival City

PLEASE never buy Home Appliances from ACE. I bought a fridge in Aug 2022, with a 5-year warantee on compressor, + I bought extra warantee from ACE. The fridge went faulty. After several visits, I found out that they covered their warantee through an insurance company. YOU have to contact insurance company (Note that I bought extra support from ACE). Contacting insurance was a huge hassle. The insurance asked for a copy of the invoice and said someone would come 3-5 days later. It's been 5 days; no feedback from insurance, nothing.
Please buy from a reputable vendor who has in-house technical support and stay away from ACE and never buy warrantees from Them. I'd stay away from ACE for everything.

Worst online experience ever. I bought a Christmas tree a week ago, I received half of it (part of the shipment) 3 days later and never got the other half.
I called Ace support more than 15 times, they asked for emails, pictures etc… and never solved my issue.
Never buying again from this store.

Subject: Unfulfilled TV Order and Poor Service

I am writing to express my extreme dissatisfaction with the service I have received after ordering a TV online from your company. Despite several follow-ups, my purchase has not been delivered, and this experience has been nothing short of frustrating.

I placed my order on Friday 17, and the estimated delivery date has long passed without any communication regarding the delay. I have made numerous attempts to follow up via ACE customers service, but the responses have been minimal and unhelpful.

This lack of transparency and failure to meet the committed delivery date is unacceptable. As a customer, I expect a certain level of service and accountability, which has been sorely lacking in this case.

I am left with no choice but to share my disappointment through a negative review on Google. It is my hope that this feedback serves as a reminder of the importance of timely and transparent communication in maintaining customer trust and satisfaction.

Sincerely,
Devid

The store is very nice and the staff is very helpful. The products are good but often expensive. It sometimes you can find good deals.

It is mentioned that the delivery is done in 5 days maximum. I've been waiting for more than a week and still nothing.nobody answers to the mails. I don't recommend it!

This is truly men's paradise.they have literally everything for DIY stuffs from gardening to carpentry. I don't know about Arab men.but I usually enjoy these stuffs. So.two thumbs up! However, slight downside is price isn't cheap at all compared to US.

Very nice spacious place to shop. Ample parking. Neatly organised products. Stress free shopping

One my favorite place in dubai for hardware tools and paint for home interiors. You can get all the tools you required. You can get all the materials you required. 10/10 with very reason prices and quality.

Quite overpriced hardware, compared to "normal" hardware shops, if you are looking for tools and DIY-Stuff. And they sell a lot of c##p too. But all in all they have quite a big selection of household equipment.

Working customer service. The screws set were missing from my order because the staff forgot to put it inside my sofa set. I have raised a complaint and had no reply for 5 days, I had to call them to follow up on the matter. Personally, wouldn’t recommend this shop to anyone and won’t order from there again!

We nicknamed Ace the shop of nothing. God I miss the DIY shops of France, UK and North America.

Grosser, gut sortierter Baumarkt, allerdings ohne Baustoffe.
Preislich wie in Deutschland, teilweise günstiger.
Das dürfte für den durchschnittlichen Touristen aber wohl eher uninteressant sein.

Ace DFC is my go place for everything for my kitchen qnd lil balcony garden. Last week John and Ahmad helped me find the right fit for my hose pipe for watering.

I used to regularly buy a lot of stuff at Ace Hardware, but then the Ace store in Festival City gave very poor after-sales service for a pricey product which developed a defect soon after purchase, repair of which was covered by warranty. The Ace after-sales personnel kept dragging their feet and in the end failed to resolve the issue (they actually only managed to make things worse). Because of this I stoppedvbuying from Ace and decided to purchase a replacement product elsewhere (Speedex) so that I could finish my DIY project. Since then I have discovered a few more - much better and less expensive - alternatives to Ace. So, in a strange way, thank you for your terrible after-sales service Ace!

The cashier system was down once! And they counted all my items 1 by 1 using a book and pen to write the barcode of each one manual, and I waited like 30 minutes or more to finish

إيس وحدها تكفي علامة الجودة إن كنت تبحث عن الجودة كل ما يخطر على بالك من أحتياجاتك ومستلزمات المنزل أو الاستراحة والمزرعة ستجدها لديهم وبالنسبة لتعامل وتعاون العاملين جداً ممتاز

Great hardware store, with wide variety and selection of almost anything you need for a household, very recommend visiting one of their stores

Department store, im not rating the products, I'm rating thier excellent customer service
The team serving the customer with love and passion
ARGAY from the after sale team was amazing i would like to thank him

المكان عجيب فيه كل شيء والموظفين رائعين يساعدونك للحصول على طلبك بكل راحه المكان رائع والأسعار مناسبه والجوده عاليه

A good place to spend a lot of time. You will come across things that can make your life easy and make you think. They have different paints, a wide variety of hardware tools, accessories for automobiles, wall paper, outdoor accesories, kitchen items like different pans, dishwasher tablets, detergents to remove tough stains. They have a seperate section for aquatic life (both salt and fresher water), plants etcs. They do have pet food and lots more.the one in Festival city is big.

Time to cover - 1 to 2 hours.
Parking - covered parking
Online pickup spot- yes
Cafe inside - yes
Washroom - yes

Close to perfection, only adding more varieties would make it perfect. Very well behaving, managing expectations and supporting staff! Great job team!

Digital transformation at its worst. Wanted to buy a simple voucher as a present for a friend. Apparently they discontinued these and replaced them with an app based wallet solution. Who is going to give that away as a present?

You name it. You get it here.
Wide range of products available for home.office.schools etc.

For all your hardware needs. Ace is however more of a department store now with kitchen and home appliances. Still good though.

They have nice items for housing kitchens etc, but for outdoor furniture it was very expensive.

I placed an order online on the 1st of April and they promised delivery in 3 to 5 days. Till now I haven't received my order. I have called customer service several times and each time they tell me that they don't know where my order is. They have no idea if it's in the warehouse, or with delivery. They say that they'll leave a note for warehouse employees to call me and I have been waiting for three weeks now for someone to clarify this. While i understand that delays might happen in these times, but this level of incompetence is completely unacceptable.

It’s one of top / best hardware store in Dubai. I love to buy from. The reason is quality and customer satisfaction!

I have placed order online on 17th of April it’s 1pf May but there is no update on delivery even though they don’t reply to email.and there is nothing on website about deliver. I bought watch for gift purpose as I was so embrassed birthday is gone n there is no clue of delivery of my product

I placed order on 10 th April, they shipped the goods but are laying at the Courier company ELITE. I have been trying to call customer service for last two weeks as well the courier company, no one picks the call nor they reply to the emails. IfACE cannot do online business then better at least reply or update. We can pick our goods ourselves.

Worst experience ordering from their online store. It’s been 2 weeks since I placed my order and I’ve not received it yet. No one answers the damn phone or responds to emails. I even tried reaching them via Facebook and still don’t get a response. I have no clue where my shipment is.

Even though they are overpriced, and whatever you find there you can find online, you still go there and expect customer service, well that's not the case, it is very hard to find staff for help. Every single time I go there that's the case.

1 Star edit: this place has no one to attend to customers, this is based on probably my last four or five visits.

I have a negative experience with this outlet. Firstly I bought a Gazebo from them and after couple of days they informed me its out of stock! They brought one from Abudhabi branch but there was a delay in the delivery. After the rain season, now it needs reassembling but they said to me they would do it with a charge as "natural disaster" is not covered in the warranty. Since when rain is considered as a disaster in our country? ! They didn't inform me about this when buying obviously otherwise I would no have bought it. By the way nothing is damaged with the gazebo just it need reassembling and they are going to charge me for that. They take their time to respond to your calls as well and I am still waiting for them to call me to finish this issue. Definitely not recommended and I am not going back there.

I have rarely had issues with Ace before. But similar to customers concerns recently, I have placed an order and waited over 16 days for it with no update or email regarding the delay. I called the customer service hotline 5 times over the course of multiple days and waited on hold for over 10 minutes each time. I was never put through to any employee. I even sent an email through the Ace website and did not get a response. After the lockdown restrictions were lifted. I went to the store and was told that the product I ordered was removed from the website due to it being out of stock. I asked why no one informed me and no one had any response. He then brought me out the product I ordered but with a fault (a chipped side). I begrudgingly took it and left.

As I said in the beginning I have never had issues with Ace before, I have been going to the store for years. However, this was multiple mistakes and careless decisions. I kept giving Ace the benefit of the doubt when it comes to the calls but again even with the increased demand, it is not possible to not get a response after trying to call FIVE times over the course of multiple days and various time frames. Furthermore I waited over 10 minutes on hold each time. It was unacceptable and I am very disappointed with the service I received. Hopefully this will get remedied soon

First class outlet having most items of satisfactory quality under one roof.
Adequate parking facilities too.

I had a similar experience when I ordered 2 items from ACE on 6 April. Numerous phone calls that I made to ACE and ELITE courier company, were not even picked up! Writing emails to ELITE were never replied. TO THIS DAY MY ORDER NEVER ARRIVED. Therefore I highly recommend avoiding online purchases from ACE. Terrible service and very bad experience.

Ordered 16! Days ago - shipment on "its way" since 15 days
call numerous times, always have to wait >10 min in the queue, zero support at all from ACE, only promises that they will come back, which they didn't.

Supervisor promised to take care, nothing happened
Wrote via Facebook.reply "we are sorry, internal team will sort out it" nothing happened
Worst case service experience ever in 15 years in Dubai

btw.logistic company ELITE also not responding, neither by email nor via the phone