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Terrible Return Policy
Posted by Jonothan on 10/27/2010
BATAVIA, ILLINOIS -- I recently purchased some items in Denver when I was visiting my daughter. She didn't have enough money to cover the purchase, so I paid for it. Returning to Chicago, I brought along the items that she didn't need or could use. I returned the items to a store in Batavia, IL and discovered that even though the merchandise was exactly the same, with the same Stock #/SKN, I got a lower return price (and not due to different tax) because the Store in Batavia sold it at a different price.
I was told by the cashier that my choices were: keep the items or go back to Denver to get my money back. She was very rude/condescending to me. No where could I see notices/signs (or even on the receipt) that each store was independent and be fore-warned that I may not get my complete money back if I had to return something. This is not the policy at other home improvement stores, such as Home Depot or Lowes.
I called their Customer Service phone#, and recounted my story. Then I was put on hold. Eventually, the line was disconnected, waiting for someone to come back on the line.
So, goodbye Ace Hardware, you have lost all my future business, as well as my family and friends, whom I plan on sharing my experience with asap. I will go out of my way to avoid shopping at any Ace Hardware store in any city.

     
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Posted by Obsfucation on 2010-10-27:
It seems totally reasonable to me. They can't sell them in IL for the price you bought them for in another state. Why should the IL store take a loss?
Posted by Ytropious on 2010-10-27:
The thing is, it's not very often that merchandise from a different REGION gets brought into a store. It's the reason you have to put in your zip code before viewing a store's Sunday ad online. Different regions have different prices for a variety of reasons. I mean was the price difference THAT much? I can't imagine it being a huge difference. Also I don't mean to be a buzzkill OP, but just because you tell your family and friends not to shop there doesn't mean they will listen. People are free to make their own judgments.
Posted by trmn8r on 2010-10-27:
The policy makes sense to me. They can't give you more for it, because in their store it isn't worth as much.

If they gave you the amount you originally spent for it, when they eventually sell that item they will lose money out of their usual profit.
Posted by SteveWiginowski on 2010-10-27:
If the store is independently run, then it makes sense that they wouldn't refund you the full amount. If the store isn't though, then they should have refunded it to you, since you had the receipt and the overall net effect to the Ace Hardware corporation would have been 0.

This is one of the reasons why receipts are such a huge deal in general. If someone did the opposite, purchased the item in IL and returned it to CO without a receipt, they could have made money.
Posted by bcd on 2010-10-27:
Merchants resell merchandise at a price above their purchase price to make a profit. When a merchant resells merchandise at their purchase price they do not make a profit and actually take a [minimal] loss due to overhead costs. They also lose the profit they would have made by not selling other in-stock merchandise instead of the items they bought back from a customer. If the merchant buys the merchandise at a price higher than what they sell it for, their loss is even greater.

Ace Hardware was more than reasonable in this transaction.
Posted by Venice09 on 2010-10-27:
Agreed, Steve.
Posted by werelucky on 2010-10-28:
I love going to my local, independent, ACE Hardware store. Always great customer service even if I'm buying a .10 washer. You should be complementing this store for taking your items back. The bottom line is that it is costing this other owner money to take your item back. There are plenty of other franchises out there that are independently owned that don't print it on the receipt. It's your responsibility to know that. It doesn't sound like you were much of an ACE customer anyway so I doubt that they'll miss your business.
Posted by Jonothan on 2010-10-28:
Most of the comments to my original post missed the point (or maybe I should have highlighted it more). The amount of money wasn't the issue, as much as the tone of the response as well as the reason I got. The cashier made me feel like it was my fault that I didn't know each store was run independently, consequently any returns will be at each store's discretion. Like I said before, this was new information. Also, her rude response: "your otion to keep it or return it to Denver" is not excellent customer service. I would have rather she said: "I understand your frustration about our policy and apologize that our stores don't clearly make this policy know during shopping or check-out; also I will let our Management know about your feelings". Since I do a fair amount of purchasing at home improvement stores, as well as my friends who are remodelers and builders, I will make sure they all know about this policy (but more importantly, the rude manner in which the cashier treated me).
Posted by yoke on 2010-10-28:
When you bought the items did you ask if you could return them to another store in another state? I can't see the cashiers having to tell every customer that they are independently run.
I don't see how the cashier saying you can either keep the item or return the item in Denver was rude? The cashier was telling you what you had to do. Sounds like because you were told options you did not like the cashier was rude.
Why not send the items back to Denver and have your daughter return them and send you the money.
Posted by Nohandle on 2010-10-28:
I'm confused here Jonothan. You stated: I got a lower return price (and not due to different tax) because the Store in Batavia sold it at a different price. Did the cashier agree to a refund even though it was not purchased at that particular store and not at the purchased price? What conversation transpired after that up to the point of you being told to either keep the items or return them to the Denver location? Sincere question.
Posted by Anonymous on 2010-10-28:
I disagree with most of you on this one. Almost all stores accept returns to other stores. If the OP had her receipt, then she should have gotten her full money back that she paid. Regardless of what that store is selling it at, the customer PAID the higher amount. ACE already has her money for the purchase. Why should ACE get to keep a portion of what she paid for the item? It only seems reasonable to me that she gets her full refund back. Its not the customer's fault that ACE has a lower price for hte item at the other store. If stores want to be this nitpicky, then they need to just have a policy that does not allow returns period. Of course they would never create that policy because they would lose too much business.
Posted by Ytropious on 2010-10-28:
It's because at most stores, they are not independently run. Think of it like a franchise. The franchises at the airport have to jack their prices up because of the high cost of renting the space. Should someone who bought at a franchise in the airport be allowed to return to a store that doesn't charge that high of a price? ESPECIALLY if it's a franchise or independently run and the money isn't going straight into one giant pot for the company? That is the issue here.

OP I also don't think the cashier was trying to be rude. I'd like to hear exactly how you sounded to her. Probably frustrated and upset. Canned spiels like you wanted are nice, but I think the reason you are really interpreting her as rude is because she did not want to do your return.
Posted by yoke on 2010-10-28:
Agree YT. I know the Ace's in my area are all owned independently. I doubt the cashier was rude, just because the cashier could not do as the OP wanted does not mean she was rude.
Posted by Ytropious on 2010-10-28:
So are mine. I mean don't they make a point of putting the "locally owned and operated" front and center? That's like their big claim to fame.
Posted by Anonymous on 2010-10-28:
Well I never knew they were locally owned and operated. Ive never been a fan of ace to begin with. Just another reason to not shop there, im my books.
Posted by Jonothan on 2010-10-29:
This is the first time I used "my3cents" and the opposing comments I received were interesting, to say the least.
My reason for writing about ACE's policy was to give you all notice about my experience. Why do so many people have to write about their "wonderful" experience at ACE? Do you really think I would change my attitude about the bad service I received, because someone else has had good service? Come on, be serious.
To re-cap, ACE didn't want to refund the actual cost of the items, not because they are independent, but beacuse of the profit hit they would take. You should know that the price I paid for my items, is not the same cost for the Store Owner. In there is the profit, SG&A, etc.
In my situation, what would constitute "great customer service" in my mind would have been to refund the amount I paid, and absorb the few cents of profit hit. That would demonstrate to me, that ACE really was interested in being the "helpful hardware store" not the "we are about the profits" store!
I also find it strange that various persons posting to me, think I should be happy about getting a refund at all, like "find something I like about the situation".
So when I called Corporate number, I gave them all the details about the Batavia store experience and my telephone number, so I could find something I like. Then I was put on hold and eventually disconnected. I would have hoped that someone from Corporate would want to discuss this with me. I have not heard one word back from them. That's why I searched for a forum to explain my dissatisfaction.
With many HI stores out there, including the big boxes like Home Depot and Lowes, consumers have options to shop at other places. Again, I have not heard any opposing comments that had true helpful advice, that would allow me to change my opinion of shopping again at ACE. So, please save your time and efforts from replying, because most of you frankly sound like ACE Store Owners or their wives.
Posted by Anonymous on 2010-10-29:
Jonothan, I have no interest in getting you to change your mind about Ace. I appreciate you sharing your story here, regardless of the experience.
Posted by Nohandle on 2010-10-29:
I believe Ace Hardware works much the same as, for an example, an IGA grocery store. They are independently owned but belong to what amounts to a buying group. They pay a fee to be a member and then their individual store purchase prices depend on volume purchased. This might very well account for the difference in the price offered you for a return vs what you paid in another area.

We are glad you are a new member and welcome aboard.
Posted by yoke on 2010-10-29:
With the economy the way it is why should a small hardware store have to take a hit because the OP? ACE is not like HS or Lowes. Why can't the OP send the item back to his daughter and have her return the item and send the refund? It may cost the OP money, but that is exactly what he is expecting ACE to do, take a loss.
Posted by Ytropious on 2010-10-29:
Why should their profit take a hit? If you ran a business would you be fine losing profit? Companies are in business for one reason and one reason only. TO MAKE A PROFIT.
Posted by Jonothan on 2010-10-29:
I found the ACE Return Policy on their website. This is the only printed return policy I could find anywhere on their site. Read it and tell me where I should know (or even suspect) that returning my purchase to a different ACE store, could result in a different money back amount. Interestingly, it even states that if I follow all directons, I am assured of "full credit" which in my situation, I assume means "full cash" back, not partial cash back.


30-Day Return Guarantee

We want you to be fully satisfied with every item that you purchase from www.acehardware.com. If you are not satisfied with an item that you have purchased (excluding Gift Cards), you may return the item up to thirty days after the original purchase date. We recommend that you make returns of online purchases to an Ace retail store near you for in store credit, minus the shipping, handling or other charges. If you do not have an Ace retail store near you, please contact a Customer Service Specialist by calling 1-866-290-5334 for complete return instructions. Please refer to our Return Instructions for more information about returning a purchase.

The item must be returned in good condition, in original boxes (whenever possible), and with all paperwork, parts and accessories to insure full credit. After 30 days, please contact the manufacturer directly.

Posted by yoke on 2010-10-29:
Problem is you did not order from Ace.com you bought from another store and they are not obligated to return items from other stores.
Posted by Venice09 on 2010-10-29:
Jonothan, yoke is right. That return policy is for purchases made online.

Although this refers to a different location, here's an example that might help you understand how independently owned stores handle returns from other stores or online:

~We recommend that you make returns of purchases from Seaboard ACE Hardware only to Seaboard ACE Hardware for in store credit, minus any shipping, handling or other charges that may have been applied at the time of purchase. Because Seaboard ACE Hardware is an independently owned and operated retail store, we do not accept returns of non-stocked merchandise purchased at any other ACE Hardware store. Items purchased online from www.acehardware.com must be returned to ACE Hardware Corporation for proper credit. Seaboard ACE Hardware is not responsible for items not purchased at this store.

The Batavia store may have a similar policy. If that's the case, you are lucky they took the merchandise back. I know it's disappointing but sometimes returning things to a different location is risky.
Posted by D Weis on 2013-09-02:
I just discovered the hard way that ace stores are independently owned and most if not all will not take back products purchased at another store. We are talking about an ace brand hose for a clothes washer.....not some regional specialty item. Sad to say this lack of cohesion between the stores will cut them out of my future purchases. HD is only one mile further away.....
Posted by Ron on 2014-01-01:
I agree with the original poster, but unfortunately for him, he is dealing with ACE's independent owners. Even the "online" return policy sucks - not sure if anybody realized it was store-credit only.
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Worst Behavior by Store Manager
Posted by Fmanher on 12/31/2013
HERNANDO -- I went to the Ace Hardware on Florida Ave., Inverness Florida to return an item and look for a screw fitting. I was verbally abused by the store manager because I was unable to give him the answers he wanted. He became very angry and eventually threatened with body language and order me out of his store. To me it was bodily threatening behavior. Ace Corporate Office apologized for his behavior gave me a $25 gift card and said they could take no action against the store. Since that event I have heard many other golfing buddies complain about this store.
     
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Posted by fmanher on 2014-01-04:
After that event I filed a police report with the Citrus County Police alleging that the manager's actions constituted a bodily harm threat and the Police took my complaint. To be followed
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Rude and Useless Employees
Posted by Razorx2001-amyosborn on 09/28/2013
GREEN COVE SPRINGS, FLORIDA -- Rown & Cartwright ACE Hardware in Green Cove Springs, FL is an ABSOLUTE DISGRACE to the company name, and the community! I have been a customer of ACE Hardware throughout the country. Everywhere else, it has been a pleasure...until I moved to Green Cove Springs! In the over 6 years I have shopped at this store, I can say without hesitation, that I have NEVER encountered an employee there that was friendly, or any help at all! Every last one of them is RUDE and USELESS! I gave up on getting help finding what I need there years ago, and just find it myself...but not without being followed like a hawk around the store my entire visit! This went on for years, and I put up with it until my most recent visit.

An employee actually confronted us outside the store stating "We know what you're up to" and "Someone in the store overheard you saying you were being watched and that you'll pay for it if you have to". This was just an ABSOLUTE LIE! She then went on to say "We can sell to whoever we want, and you're not welcome here". Can you believe she told us we need to make a "list" of what we need, get it, and get out? Unbelievable!

I immediately filed a complaint with the corporate office, and invite anyone else (I am sure there are many) with an experience like this to do the same!
     
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Posted by clutzycook on 2013-09-30:
I think you should just find a different place to shop. With customer service like that, you're better off going to Home Depot.
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3 Gal Sprayer
Posted by Debracomeaux on 07/10/2012
This is the second sprayer I buy in 4 yrs and the metal wand that extends has always had pin holes in it. The problem is Ace does not make a wand to buy, u have to buy a whole new set up which costs $45 and it is not fair that you can't make an applicable wand to purchase.

     
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Posted by clutzycook on 2012-07-10:
I would find out who the actual manufacturer is and see if they have just the wand and Ace just doesn't sell it.
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Unreal Behavior by Employees
Posted by XLNTMOMMY15 on 10/29/2011
LANTANA, FLORIDA -- One day I looked online at the acehardware.com site for a pipe repair/wrap and located none. Within the hour I went to my local Ace Hardware store and bought some Ace weld/putty. When I opened it to use it was so hard on the ends it was obvious the product was very old, and had been on the shelf an extremely long time.. I took it back right then and asked if they had anything newer in the back. I had the product and the wrapper from when I had just bought it minutes before..someone named Barry came up and started telling me I was "yelling" which is not true. I told him I am half-deaf so my voice may carry but I used no vulgarities, etc, just address the issue of the putty and check in the back if they hav any fresher product. He said no they didn't hav any. I said you might want to pull the stuff off the shelves then because it is old. He got mad at me and started making agitating comments every time I said something he would cut me off mid-sentence on purpose. I told him that was unprofessional and I left. Barry then came to the exit door and SCREAMED AT ME ACROSS THE PARKING LOT ABOUT HOW I SHOULDN'T COME BACK. HE DID THIS IN FRONT OF THE OTHER EMPLOYEES AND CUSTOMERS ALIKE. I went back to the door and asked him what he said. He then added "Denise said you're not supposed to be here, but we let you come back anyway". I said this is the first I hav heard of this, ever. Barry proceeded to say other things loudly and still in front of the employees and customers and as I went to get my $65 pair of glasses, he walked towards me aggressively advancing on me. He then locked the door on me, telling me to leave. I only went back to hear what he had screamed at me across the parking lot, and I was aghast. THIS IS THE FIRST I HAV EVER HEARD OF ANYTHING LIKE THIS. I HAV BEEN GOING TO JERRY AND DENISES STORE FOR OVER A DECADE. WE HAV SPENT THOUSANDS THERE, ESPECIALLY WHEN WE FIRST CAME TO THIS AREA, ON OUR HOUSE REPAIRS. I HAV NEVER BEEN TOLD, ADVISED OR EVEN ELUDED TO THAT I EVER WAS ANYTHING BUT WELCOMED AT THIS STORE? NO ONE HAS EVER TREATED ME IN SUCH A MANNER THERE. The only problem is that I would get the rewards cards and would be disappointed because every time was told they were "expired" so couldn't use them. I hav taken a few things back over the years but overall hav patronized this store along with my husband who goes there too. WHY DID BARRY SAY THIS and especially IN THIS REPREHENSIBLE MANNER TO ME?

All of this over a $5 tube of plumbers weld/putty.

I want my glasses back or reimbursement for them. This is unreal.
     
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Posted by Venice09 on 2011-10-29:
What happened to your glasses?
Posted by NutterButter on 2011-10-29:
Venice, she left them inside and he locked her out of the store. There's also much more to this we haven't heard.
Posted by Venice09 on 2011-10-29:
Oh.. haha

I thought maybe Barry took them or they broke during this ordeal.
Posted by madconsumer on 2011-10-29:
OMG!! what an ordeal. there was no reason the employee needed to treat you this way. try contacting the ace corp and see if they can facilitate getting your glasses back or paying for new ones. let alone addressing this issue of the employee.
Posted by trmn8r on 2011-10-29:
There must be more to this employee's behavior. Pointing out that a product has exceeded its shelf life wouldn't normally result in an employee going all Francis Farmer.
Posted by At Your Service on 2011-10-29:
As someone else eluded to, I'm sure there's another side to this story. There would be no reason for them to keep your glasses. Assuming they actually do have them, I'm sure they'd be willing to return them. It may seem a little uncomfortable, under the circumstances, but I'd initiate a phone call.
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Consumer Fraud
Posted by Jkresta on 08/05/2010
CORONA, CA -- 3.5 weeks ago I purchased a Toro Trimmer from the ACE hardware store in Corona -- I have been doing business with this store for over 20 years.
The trimmer began to break and fall apart after 3 weeks of light use. Today I took it back -- the Receipt said -- "Original receipt is required for refund or exchange within 30 days" I took it back with the original receipt and was told I could not get my money back because I did not bring it back in the original box -- Now how many people keep the box after they open the product and use it. They refused to give me my money back -- I talked to a store clerk by the name of PHIL -- he was very abusive and unprofessional. He told me to come back and see the owner which I will tomorrow -- if they refuse to give me my money back -- I will be forced to file a civil suit against the store.
Beware -- this ACE store practices consumer FRAUD -- please avoid the ACE store in Corona on ^th Street and Lincoln.
     
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Posted by Venice09 on 2010-08-05:
If the receipt didn't say anything about original packaging, then you should get a refund.

I do keep boxes until I know the product works to my satisfaction. But I have room for that and not everyone does. It's a good idea to keep the box if you can.
Posted by tnchuck100 on 2010-08-05:
You are a little premature in claiming consumer fraud. You did state you have not spoken with the owner yet.

Sometimes a good attitude will go a long way. Give the owner a chance to make it right. Good luck.

Come back and tell us how it went.
Posted by clutzycook on 2010-08-05:
worse comes to worse, contact the manufacturer regarding the warranty. I'm sure there's at least a 1 year warranty in place.
Posted by localgod on 2010-08-05:
No fraud here...the retailer will determine if the item is able to be sold again or whether they are prepared to pay for repairs (at no cost to Toro) to be able to sell the item again. You're beef is with Toro, return policies lie with the retailer and can be revoked without cause(check the policy). If the item is not able to be sold again by the retailer, you must invoke the manufacturer's defect warranty.
Everyone claims that the big box stores are killing the ma and pa (ACE) shops, in reality, they kill themselves by standing by the crap products that are produced today. Contact Toro, have them repair their cheap product...and next time, spend a hundred extra dollars and purchase a quality product such as an Echo or a Husqavarna or a Stihl.
Posted by Ytropious on 2010-08-05:
local and clutzy have it right. I would bypass the store all together and go for Toro, the company that made the defective product in the first place. They have their own warranty that covers you. As far as the refund....well I would just go buy a new one, put the old one in THAT box, then return it. You won't be out a penny that way. I would hope they aren't all like that, then it really is Toro's fault.
Posted by bcd on 2010-08-05:
It’s fraud if you have suffered a personal loss due to deceptive or intentionally misleading business practices. This is not fraud.

You purchased the packaging with the product and it’s reasonable for the merchant to expect you to return all items. Consider requesting an exchange in which you take the replacement trimmer and the store keeps the packaging materials.
Posted by Helpful on 2010-08-05:
It sounds like most the commenters here have it right. This has nothing to do with fraud and the thought of it being called such, along with threating a civil suite is, well, it comes across as somewhat ridiculous. I guess some people are shocked as to the amount it costs to file a civil suite, even in small claims court. And in many cases, especially where the chance of getting the award is very unlikely, you have no hope of seeing that money again.

Retailers have the absolute right to require that the ENTIRE product be returned for a refund, much in the same way they sold it to you. That includes box, packaging, instructions or other things that may have come with the specific unit.

I thought the same thing as bcd. I'd just ask for a like for like exchange.

And, yes, I do keep boxes until I'm satisfied with a product.
Posted by old newfie on 2010-08-06:
Most companies will want to repair or exchange.(at their choice) Not many companies selling these kinds of products are willing to refund you money.
Posted by jkresta on 2010-08-06:
Thank you for your comments -- obviously none of you live in California or are familiar with the Consumer Protection Laws in the State of California -- If the product returned must be returned in the original packaging -- it must be clearly state in the store in a clear concise location or on the consumer receipt -- There were no statements to this effect in the store or on the receipt.
I did take it back to the store and spoke with the store owner "Hipenrda Patel" -- He told me he did not take back any electrical items -- all sales are final -- even though the sales receipt said other wise. He is just there to take money from the consumer and has no concern for his customers -- he just wants their money.
He told me to take it to a Toro Warrantee center down the street -- I did -- they told me to take it back to the ACE store on 6th street in Corona California, because they don't service cheap junk like the Toro Trimmer I had.
I did speak with the ACE Hardware consumer department and made it very clear that if this isn't resolved as defined by the implied contract I had with the ACE store on 6th Street in Corona California (951-734-9970) -- I would be filing a claim in Small Claims court against Mr. Patel at that ACE store. Then he will have an opportunity to defend his case in court.
Posted by goduke on 2010-08-06:
It's amazing that any store willingly does business in California.
Posted by Helpful on 2010-08-06:
Jkresta, can you give us the reference and exact quote for that law? I sure have never heard of it and would like to know where it exists. Make sure to let us know what happens in court.
Posted by jktshff1 on 2010-08-06:
""Original receipt is required for refund or exchange within 30 days" That is enough to eliminate the box thing.
Like tnchuck said, talking to the owner smile, be nice and don't slam the employee. Attitude goes a long way.
Posted by PepperElf on 2010-08-06:
i don't think a smile will do much now, not if the OP has told the owner he/she is going to try taking it to court.

but yeah it'll be interesting to see how the case turns out.

any links on that law?
Posted by Venice09 on 2010-08-06:
That's how I feel too. The OP complied with the terms on the receipt. If there are no other conditions for return on the receipt or posted in the store, then the store should accept the return. To my recollection, Target and Kohl's full return policy is printed on the receipt, which is fine with me. I don't like when stores make up policies as they go along.

California does seem to have an extensive Department of Consumer Affairs. Maybe the OP should start by filing a complaint there instead of small claims court.
Posted by Helpful on 2010-08-07:
So did we ever get a reference to this alleged consumer protection law?
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Overpriced or Overcharged
Posted by Atomic Tom on 05/19/2010
I purchased a six foot piece of 1/2" rebar at the local Ace Hardware. The price was $10.99 plus tax. I thought that this price was way too much but I had to have it then. I went to Home Depot and Lowes adn the price for a 10 foot piece of rebar was $4.82. To me Ace's price was highway robbery.
     
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Posted by Weedwhacked on 2010-05-19:
Ace doesn't have to price their products like Home Depot or Lowe's.
Posted by momsey on 2010-05-19:
You are correct, Ace's prices are outrageous. We have one in town and we do shop there for two reasons: convenience and supporting the local store. However, for big purchases, we go to Home Depot.
Posted by skelly39 on 2010-05-19:
I could see them selling things for a little more, but over twice as much? That's ridiculous.
Posted by Ponie on 2010-05-19:
Only thing I can say in support of the higher price at Ace (although not THAT much!) is the employees at Ace vs. employees at Home Depot or Lowes. I have many times gone into Ace, asked where I could find something and not only did the employee know where it was, I was escorted right to the display. If I'm looking for something that isn't manufactured or unavailable, I'm given what (to me) is a logical explanation. OTOH, if the OP had access to a Lumber Liquidators, the price may have been even lower--if they had it in stock.

I don't know if all the Ace stores are the same, but the one nearest my neighborhood is independently owned. Only reason I know this is the husband/wife team who own it live in the complex next to me.
Posted by saj80 on 2010-05-19:
First, you should do your pricing research prior to the purchase, and, second, buy one at Lowes or Home Depot and return the one to Ace for a refund. I agree with Ponie; our local Ace employees are very knowledgable if I need assistance.
Posted by momsey on 2010-05-20:
Wow, I have exactly the opposite experience as ponie and saj. Our Ace employees are completely clueless!

Example: We were in the market for a new grill. We had been looking around and knew pretty much what we wanted. Went to Ace and were looking at one that had a rotisserie. We knew that the burner was on the back of the grill, but the Ace employee was telling us this was a filter that had to be changed every 30 days! To this day, I regret not asking him to show me the replacement filters.
Posted by bob damon on 2013-06-21:
My Ace hardware charged me $33 ( sales tax) for the same lawn sprinkler that Lowes sells for $12.97. I also discovered I had paid more than twice what I should have for a picnic cooler compared to Demoulas Market. When I returned the cooler and the clerk said what's wrong with it - I replied the price was more than twice, etc. She shrugged and offered no explanation. I think she was used to my type of return.

It has nothing to do with any rational reason like service or quality. The Newburyport Ace store takes advantage whenever they can to take advantage of the buyer. I try to support the store but its pricing has become so outrageous I will not patronize them for any reason. The big box stores are displacing the mom and pop hardware stores because mom and pop got too greedy.
Posted by Kay Davis on 2014-03-08:
Don't forget to weigh in the convenience of your neighborhood store. I live outside a metro area. Our Ace is pricier, but gas, time, and stress to go either direction 15 miles or more also has to be considered. For piddly items like $6 difference, I'll take the closer, easier, stress-free route.
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Great service
Posted by Andbran on 10/28/2009
I recently ordered. when they came in I noticed they needed drapery pins. so I called Ace hardware to see if they carried them. I was surprised that the young man I talked to actually knew what they were. so my faith in the younger generation has improved

     
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Posted by Anonymous on 2009-10-28:
Just an FYI... your local JoAnn Fabrics sells them too. :-)
Posted by MSCANTBEWRONG on 2009-10-28:
Nice review.
Posted by andbran on 2009-10-28:
the only thing is our local Joann is way across town. but i love them as weil
Posted by Ytropious on 2009-10-29:
Such a simple compliment, I love it. Don't condemn the younger generation though, I'm a part of that and where I work I have to each people twice my age how to use the things their buying.
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Worst Customer service in a hardware store I've ever seen.
Posted by AnnCastleberry on 08/28/2009
VANCOUVER, WASHINGTON -- I bought a pipe fitting from Ace Hardware in Salmon Creek, WA to hook up my outside line (for the hose). When my husband saw the fitting he noticed that the turn knob kept turning and wouldn't tighten. However, not being plumbers, we thought it must be ok, it's brand new.
Anyway, it did turn out to be a problem, because after we put it on the water WOULDN'T turn off and was gushing everywhere. Thinking that there was something else wrong with our plumbing, we had to call a plumber and $140 later, it turns out that the pipe was defective. Thinking I was totally justified returning something that was defective, imagine my surprise when the owner would only keep repeating to me that the pipe had been "tampered" with and he couldn't take it back. Not only that, but he was rude as well. I only wanted by money back, which was $30 for having something on their shelf that could cause such an expensive problem...they should pay for the plumber too! I'll never go back, the owner of this particular Ace Hardware is a cheat.
     
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Posted by madconsumer on 2009-08-28:
i too have had this experience with ace hardware. i found they are good if you know exactly what you are looking for and need. next time you may be better off with lowes or home depot. at least they will take back the item.
Posted by andbran on 2009-08-28:
i have never had any problems returning things to Ace. when we bought our house 2 years ago i bought many things from them.
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Poor Service, Poor Management Follow-up
Posted by Murban on 05/17/2009
HUMBLE, TEXAS -- Update 5/27/09: I'm grateful that when the manager was ultimately informed of the situation (apparently he was not informed as the worker indicated he would be), he took time to understand the situation, and quickly rectified it. Got a new carb and the blower starts fine now. He addition, he went above and beyond by tuning up my Stihl saw for free. My faith has been restored! Thanks.

What a disappointment, have lost my faith in both the service and the management of this Stihl dealership. My recommendation is not to use this Ace Hardware store for Stihl product repairs/service.

The lack of skill and customer care by the tech and lack of follow-up by management indicates this dealership should not carry the Stihl logo.

Details:

1/31/09 brought my 7 year old BG 85 to Ace Hardware in Humble TX because it was hard to start (usually starts on 2 pulls). Tech explained it could be the carb and rather than a cleaner kit, best thing to do is replace the carb for $50 plus labor. But he'd check it out and let me know. No call, other than to say that the blower was ready to be picked up. I picked up the blower after new air + fuel filter, new plug, carb adjustment made, no replacement carb needed. Great for $42 + tx. Used it once - was hard to start, could never get it started after that. 4/10/09 Returned blower to Ace. $32 + tx later after plug and fuel filter replaced. Tried 3 times could never get the blower started. 5/5/09 returned blower to Ace. Tech could not get it started until he made some adjustments (so how was I supposed to get it started?) He'll have it checked and fixed in 2 days, told him Saturday 5/9 would be fine since I wouldn't need it before then. Went to pick up blower on Sat, tech had not even started working on the blower at all (no call to let me know this in advance), lots of apologies for the bad service, he’d make it up to me. Expected a call Monday or Tuesday to indicate blower was fixed (seems like a responsible way to make up for poor service). No call by Friday 5/15, so I called manager. None was avail to speak to me. However the person I talked (seemed like the person in charge) assured me that both the tech and a manager would call me Saturday 5/16. Also he indicated that the blower was on the "bench" (Meaning that the tech had not even looked at the blower after all the apologies). No call from either during the week. At 4 PM Sat (too late to use the blower) tech called to indicate the carburetor needed to be replaced. Part may be in by Tuesday 5/12, he'll call when it's ready. Still no call from the manager.

Basically I'm out $74 + tx, lots of wasted time, and a blower that's been out of service for 4 months. Root cause of the technical problem was carb needed to be replaced. That's what should have been fixed the first time. Root cause of the service problem: a tech that has difficulty diagnosing technical problems, but worse, who doesn't contact customers, who is insincere, and who apparently does not care to follow up or make amends when problems occur.

Frankly - this dealership does a dis-service to Stihl's reputation.

Issue has not been resolved because management has not had the courtesy to follow-up up on their commitments.
     
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Posted by coreyd on 2009-05-24:
I find this store and the employee's are right on time and go above and beyond to help me no matter the problem.
Posted by Gibby on 2013-02-20:
The employees in this store are rude and unhelpful. Take your business elsewhere.
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