Ace from Studio Reviews 8,689

I would not recommend ACE/STUDIO to anyone the customer service is none existent the replies you receive are all the same wording just with different names on them. I returned an item in January with a photo of it outside reception yet they tell me they have not received it and I have to prove it ********!!!!!!!, it also took months to get responses to my email's. I have dealt with them for years but since the take over things have deteriorated so no more orders from me.

So, the way this works, it appears is that over 30% of the bill they sent was in fact for labour, whereas the invoice suggests it is 100% for batteries. They decline toissue a revised invoice. The invoice therefore is faulty because it misrepresents the batteries used (Energiser ENLITHA rather than Energiser Ultimate) and it fails to itemise the significant labout costs.

I wouldnt have left any stars but ive had to leave one to write this review.
I have been trying to pay my ace bill for 2 weeks.
Forgotten my pass word.
Reset password link is telling me im giving wrong information.
I am giving the right information.
Everything i try is telling me to log in to my account.
I cant because i have forgotten my pass word.
The reset password link isnt working.
I phoned automated payment line and it says incorrect details.
Same details that are on my paper statement !!!
Now ive had a letter saying they are decreasing my limit because im late paying.
I cant pay because they keep telling me my details are incorrect.
My details are correct.
How long do i have to go round in circles ?
They can decrease my limit to zero, they are unhelpful, wont be using them again.

I have had an account with ace and studio (2 separate accounts) for a many many years and up until the past year had no problems.
Firstly I ordered some solar fence panel lights through studio,after going away for a while it then occurred to me that they had not arrived, I contacted studio who said it was after there enquiry time so I contacted Evri(who delivery was with) and they checked their system with all the info I gave them that they needed and they said they had never received the lights from Studio in the first place. I contacted Studio by message and told them this and was ignored, so I have paid for some fence lights now they never sent!
Now I have a problem of a necklace I ordered through Ace which is apparently through a trusted partner (so I am told )that after just over a month has broken. Ace say they have contacted the trusted partner about it and I have been told a couple of times to wait, 12 days later, no contact about this necklace!
Also for some reason now I can not access my Ace account to make my monthly payment for this broken necklace, I have tried and tried. I have contacted Ace a number of times to help me by automated chat bot, by message to no avail, I even messaged on Facebook but I was told to contact studiopay, the actual studio on Facebook is only for orders. I have tried to pay through my local post office but Ace have failed to put a barcode on bill for them to pay and I can not visit my bank branch as it is now not local and I wouldn’t make it in time after work. There is no way of resetting your password on the Ace sight you can only do on studio sight for a studio account so I can’t do that either! and I tried phoning but the wait time is 1hour 55 minutes which is absolutely ridiculous!
So to conclude my bill is due a payment in 3 days and it looks like I won’t be able to pay and they will charge me for this!
All I want to be able to do is talk to a human in what ever form and get this sorted!!

Placed an order October 2023 for a 4 piece furniture set, they sent 1 piece of the set, was then told no more stock of rest of my order so they couldn’t fulfil my order, first they tried to make me pay to return the 1 item but then agreed they would arrange collection (4 months this took) the item is tracked as returned to their depot 3 weeks ago but now they can’t find it and they’ve still not refunded me, they are still harassing me for payment with non stop phone calls & have bad credit listed me, I never even bought anything from them. What a shambles of customer service!

Ace used to be excellent but since their take over diabolical service can't get onto my account or find ace 24 anymore won't be ordering anything else

What has went wrong ? Since studio has taken it over I am now £200 in arrears due to ace not letting me sign in consistently saying it’s wrong email/password so go through all the rigmarole of changing password waiting a while to sign back in to pay same again wrong password even though they are accepting the passwords no customer service to talk to nothing so sorry ace I will be seeking advice to pay you a set payment monthly to pay off due to your incompetence bearing in mind I have been with the company 15 years with no problem whatsoever

Shocking experience. Didn’t even have the competency to send an order confirmation email and the “customer service” department is non existent. Now I have no idea if I am actually ever going to receive what I’ve ordered and am already dreading attempting to get a refund when the time inevitably comes. Gutted that I bought from this company instead of a trusted retailer and certainly will never do so again.

What an appalling company this has become, I joined in 2014 and never had any problems, then they introduced a new system just before Christmas (always the best time of year to do things like this). I placed an order on 8th October, 4 items never arrived and I've been emailing/webchats ever since trying to get my refund. Its the usual we have passed to one team and then its been passed to another team. To date I still haven't been sent my refund and that is the only amount left on the account and as I do not wish to have my credit rating affected I've just had to make a payment as they are so useless and now I will be in credit when the refund finally goes on there and who knows how long it will take to get that back. I've requested they close my account but as its still showing I owe money they will not close it. I will NEVER use them again.

Never had a problem with Ace until recently. Like others, trying to bring my account page up presents me with a blank screen. No opportunity to enter my login info anywhere. Their Facebook business messenger page aren’t interested in helping. They simply provide a broken link that is supposed to go to their help page. How on earth can their IT team not be aware of this issue and fix it? Their Studio website loads fine, as does its login page, but my details understandably aren’t accepted on it. Sent messages off through their ironically named “support” area and still awaiting a reply. Off to the FCA ombudsman next..

Have been trying to log on my account but it wont accept me -i have been a studio account member for years -Won't let me pay on my account - Have emailed them with no reply -terrible company no telephone lines are active -Going around in circles !!!

Being trying for week to get on my account to pay and ive even contacts them though emails phone calls ect. They don't answer any of them. I definitely not be paying the arrears when it comes this needs sorted as am not the only way this had happened to

I have been with Ace (part of Studio) for over a decade and I use to rate their service, However, of late, there seems to be a lack of transparency. I ordered some products before Christmas and when an item was not delivered as expected, I tried to find out if it had was out of stock or still on order. The site has been modified and orders are no longer visible for some reason, which I cannot understand. How are you suppose to check items that you have a query on? I tried contacting them and went round in circles and being refered back to their unhelpful website for answers. I am very disappointed with their service and once I had paid for all my goods, I will be cancelling my account.

The worst customer service ever. Very disconcerting that they do not send any email after purchase, they have not given me an order number , they don’t know who I am when I am attempting to return the item for a refund. I know have posted it back but it’s a ghost transaction and I’m out of pocket . Really upsetting. DO NOT BUY from this company.

I have been a ACE customer for years now and never had a problem logging to my Account until now it’s telling to my acct details are wrong and will not let me login I spoke to one of the help support and they told me to contact the financial support which this has nothing to do with them this is a great inconvenience and coursed my anxiety to go through the roof

Since merger unable to pay online. Tried changing password and the link they send takes you back to the beginning of the process every time so unable to do so.
Ring the number provided and follow the instructions, press the appropriate numbers and, guess what, it takes you back to the beginning of the process again!
Email to explain problem and get a reply telling me to pay online or over the phone! Email again explaining the problem a second time. I get this reply "payment is due by or before 18th February 2024.
Please note that we report the status of your account to credit reference agencies. Failure to maintain your agreed payments may result in additional charges being applied to your balance."
All I want is someone to tell me how to change my password so I can login.
Definitely will be closing my account down after this

This is the worst experience I have ever faced with any online order and would not recommend buying anything from Ace/Studio as they have caused nothing but issues but for everyone’s entertainment I thought I would list my experience below:
10/08/23 placed an order comprising of:
o Personalised Unicorn toy chest
o Personalised wooden puzzle
o Baby’s bath robe
13/08/23 the wooden puzzles and bath robe were received
19/08/23 The personalised Unicorn chest was received but quite clearly damaged before I even opened it but so I could send proof to Ace/Studio I opened the package and took a picture of the hole in the box and the item being subsequently split because of this.
On this same day I spoke to the online chat and requested a replacement not realising I had been booted by the advisor as I was typing a response asking for a replacement of the damaged item but because I took me more than 30 seconds to type, they ended the chat without me knowing and so didn’t realise my request was not sent as the chat had been closed (extremely helpful)
I contacted Ace again on 31/08/23 asking when the replacement would be sent, and I was advised (because I was rudely booted out of the chat whilst I was typing my replacement request) that there was no replacement on order and to send an email to Ace/Studio so I did as they suggested
On 02/09/23 I received an email from studio apologising for booting me from the chat and offered me a discount of 10% off my next order (email to confirm they would do this)
On 09/09/23 the Unicorn toy chest was no longer on the website so as they weren’t sure if this item would be in stock again I asked if it was possible to get the replacement of the Personalised Chalk Board toy chest instead which I ordered on 09/09/23 Ace confirmed (again by email) this would be acceptable and they would price match this item to the original toy chest (Replacement was £31 and the originally purchased and damaged item was £27) and that they would also refund the delivery and asked if I could contact them after 48 hours to give the order time to go onto the system so they could add the credits to my account.
When I tried to call the phone number, I had been provided with to ask the above be actioned the phone line had been discontinued (you now cannot contact Ace by phone so have to go round in a loop on online chat or email and have it subsequently ignored as you will see my later emails).
After several bad advises from customer services I managed to get them to arrange the return of the damaged item which was collected by Evri on 07/10/23. One customer service rep advised refund would be applied 14 days after collection (on an email) which was then changed by another rep who advised refund would be applied 14 days after receipt and in the end, no one has done anything they agreed so this is showing as an invalid debt on my account.
I even spoke to citizens advise about the service and sent a breach of contract to Ace in November and sent an email again outlining the issues I have faced only to be ignored once more and now (the icing on the cake) I am currently being chased by financial services and told this will affect my credit score unless it’s paid when Ace owe me money as I made sure I paid more than I needed to, to cover the amount I needed to pay so there would be no disputed once the credits they promised would be applied.
I find this point particularly devious as now I feel like I’m left with no choice but to pay for a returned item to stop this going on my credit score so please don’t shop with Ace or Studio as it has cause me nothing, but stress and anxiety and I will be sending this to anyone I can to stop people shopping with these scammers. Obviously I'm now almost 5 months in trying to resolve this issue so don't put yourselves through the turmoil.
DO NOT USE THIS RETAILER!!!
Update on my case I contacted ace again as instructed by financial services only to get another automated response tell me to contact financial services to pay. How is this even legal I am owed £31 for the returned item and £4.99 for the delivery which ace confirmed on an email would be actioned in September. Awful awful company. Again do not use.

Further update on this account. I finally received an email on 19/02/24 advising they would refund me with 14 day and as this has still not been refunded I have contacted them to ask why not returned and they want to start the process all over again. Unbelieveable

I have had nothing but trouble for about 5 months now. From not being able to log into my account to items being added to my account when they were out of stock.
You cannot get any joy when trying to speak to someone, everything is done by virtual chat. Absolutely disgusting customer service.

I have used Ace for years but with their recent shake up, NEVER again. I ordered a chair in October it never arrived. I eventually found a way to e-mail them (you cannot phone anymore) & was told it had been dispatched & would arrive in 14 days. It didn't. I contacted the courier who told me they couldn't collect the item as it was out of stock. Tried Ace chat bot, that was useless but I was transferred to a person in customer service. After telling me the courier had the item otherwise they wouldn't have told me it had been dispatched, I explained the situation, they checked & said they'd cancel the order & refund money. They didn't. I e-mailed again. Received reply saying they'd investigate. Then got e-mail telling me item had been dispatched etc etc. Almost 3 months later, I am still getting the same two e-mails from them. They are still asking for payment every month but cannot supply the item I ordered. I cannot get past these, what appear to be automatically generated e-mails, I cannot speak to anybody. The only phone number is for the finance dept & they just refer back to customer service, wont help at all. So now I don't know what to do. I've told them I'm going to see a solicitor as what they are doing is fraud. All I got to that was another e-mail saying they'll investigate! Does anyone have any idea what I can do. I don't really want to go down the solicitor route but I can't see any other way out.

I have used Ace for years no issues, this time I placed order in November received part of my order but it had someone else's invoice with all their details on it in the packaging, not mine so no idea where the rest of my order was. Contacted customer service through chat function totally useless, eventually 3 weeks later received an email 1 of my items out of stock so I would get a refund but no idea where the rest is, still haven't had any refunds or the rest of my order, contacted again but received totally useless email telling me to contact a different department but when I tried to do that it was the wrong one!!! Never again will I use Ace.