Ace Hardware Corporation

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1.3 out of 5, based on 3 ratings and
15 reviews & complaints.
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Unreal Behavior by Employees
Posted by on
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 ALLUDED 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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Venice09 on 2011-10-29:
What happened to your glasses?
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.
Venice09 on 2011-10-29:
Oh.. haha

I thought maybe Barry took them or they broke during this ordeal.
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.
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.
At Your Service on 2011-10-29:
As someone else alluded 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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Poor Service, Poor Management Follow-up
Posted by on
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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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.
Gibby on 2013-02-20:
The employees in this store are rude and unhelpful. Take your business elsewhere.
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Worst Behavior by Store Manager
Posted by on
Rating: 1/51
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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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 on
Rating: 1/51
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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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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Terrible Return Policy
Posted by on
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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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?
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.
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.
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.
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.
Venice09 on 2010-10-27:
Agreed, Steve.
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.
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).
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.
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.
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.
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.
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.
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.
Anonymous on 2010-10-28:
Well I never knew they were locally owned and operated. I've never been a fan of ace to begin with. Just another reason to not shop there, I'm my books.
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 because 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.
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.
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.
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.
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.
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.

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.
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.
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.....
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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Don't Shop There!!!
Posted by on
ISLAND PARK NY,11531, NEW YORK -- While shopping in Ace Hardware in Island Park, NY 11531, I could not believe what I saw... The Store Manager (I believe his name is John), told a employee's mother " Only pay for the little things you have in your cart, the mirror (it was along door mirror)is on me". I was shocked!!

I guess Ace is the Helpful place, yea they help you walk out with free stuff!!! Then I went back to the same Ace Hardware on Sat Nov 15, 2008 (it was the 20% off bag sale and I wanted to start my Christmas shopping) and I saw an employee being lead out of the store by another store manager named Andy and he's yelling at her" Get of the store, you have to leave, get out now, you must leave now!!"

I couldn't believe what I was seeing!! The employee was saying I need to get my handbag and this Andy guy just keept yelling at her "you must leave now". While all this was going on the other store manager John was doing a dance down the main isle singing "another one bites the dust, another one bites the dust", He then stopped at the paint conter and was talking to another young associate saying "now if I can only figure out how to get rid of theresa". I couldn't listen anymore this john person is so rude, This wasn't the frist time that I heard him yelling at the associates, He's nasty, he uses profanity on the floor, I was so upset not only for me but for the female employee, I left my items and walked out of the store and went to Another Ace in Rockville Centre NY the people at that store were great, Helpful, funny and very, very knowledgeable. The store manager a young guy named John was more than eager to help every customer who walked into the store, even though the store was busy (being the bag sale and all), all the employee's very very upbeat everyone says hello (which is something that you never hear in Island Park),it was a pleasure to shop there. I will never go back to the Ace Hardware in, Island Park, NY and I will be writing a letter to Ace Corp. in I'll.

I want to find out who owns this store and tell them just what I think of their store Managers!!. I hope that they remember the old saying " A bad story travels faster than a good story". I will be telling my friends not to shop there!!

Thank You
Jill Reinheart
     
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Ponie on 2008-11-16:
I won't go to that store either.
TGT101 on 2008-11-16:
Yeah...I need to hear the other side to believe this.
Crown Jules on 2008-11-17:
I just love it when people like the OP pass judgment on situations when they probably don't know the whole story. In the first instance, I doubt the manager was letting anybody get away with any "free stuff". How do you know the mirror wasn't an exchange for a previously purchased defective item? In the second case, how do you know the female employee hadn't just been caught stealing or abusing a customer or co-worker? Unless you were there to see what brought on both of those instances, you have no right to decide what is or isn't fair.
Jingles0224 on 2008-11-17:
I was there to see the whole thing and I've been there to see more, this was only a few things that go on there. The mirror wasn't an exchange, if it was why did the manager say the mirror was "on him".
Principissa on 2008-11-17:
Is it possible that the person in question exchanged a defective mirror BEFORE you got to the store? I don't see a manager willingly handing over free merchandise without a valid reason.

For the girl who was asked to leave, the reasons for her dismissal are between her and the companies HR department. She could have been abusive towards a customer or employee, she could have tried to steal, there are many reasons why a person would be asked to leave a place of business in that manner. And none of them are anyone else's business.

Yes the manager should have behaved himself better, I will give you that. And he should not have said that to the other employee.

However, a lot of this post is pure speculation with no hard evidence to substantiate any of the claims. All it is is hearsay.
yoke on 2008-11-17:
How do you know it was an emloyees mother?
stop the bs on 2009-02-03:
You weren't there you just got FIRED! Y
stop the bs on 2009-02-03:
You weren't there you just got FIRED! You lie about everything.Just because you had many absentes,text someone saying that someone is going down you dug your hole.As for John at rvc he got fired from island park.So we know who this and why you need to be the center of attention.
JustBob on 2009-02-03:
I completely *disagree* with "jingles" review. Obviously, the person who wrote this review must have some grudge against somebody in this store. As someone wrote above, how could he know an employee's mother unless he worked there himself? It reads exactly like a 'poison pen' letter from someone out of touch with reality- either he is one of those employees he mentioned getting fired, or maybe the owner of a competing hardware store. I drive out of my way to shop at the Ace in Island Park because the employees are so friendly and knowledgeable. They even have someone who "floats" through the store, *offering* help before we even have to ask. The only time I've seen the employees carry anything out was to help a customer to their car. The shelves are almost always well-stocked- even on 'sale' items. If this competitor or disgruntled former employee really saw the things he claimed, he should have called the cops, not just grumble from the shadows. It also sounds like he knows way too much about this store to just be someone off the street!

True, in the years I've shopped there, I've seen one or two employees who were not as good as most. However, these few 'bad seeds' didn't seem to last long. I guess that's the kind of dead weight the writer talks about being fired. I see that as a sign of GOOD management, not the crazy, thieving people this 'reviewer' describes.

BTW, the reviewer put his location as Island Park, 11531. I live in the area and that is NOT the zip code for Island Park, or anyplace near here.
Jingles0224 on 2009-02-05:
I find it sad that after almost 4 months of my posting, I am getting negative response from Ace Island Park Employees. The way I can tell it's an employee the comment from " Stop th BS", reads just like an employee. I was writing about my experence while shopping at that store on that day. What I saw was how unprofessional the managent was acting! As for saying that I made threats against someone in that building, I will be taking this up with Ace Corp. Also about the employees in the Rockville Centre Ace store, I don't know if they worked in other Ace stores or not, What I do know is that they are professional, Friendly and very knowledgeable.
JustBob on 2009-02-10:
Jill- Sorry I didn't notice your first name the last time I posted here, and assumed you were a "he." That said, I had a shopping day today and went to Walgreens in Long Beach, then back up to the Ace and Staples in Island Park. We were helped by amazingly pleasant, cooperative employees in each store. I mentioned to my friend how pleasant everyone was, especially since there was a full moon last night. We who work with the public know that stuff about the moon is true! So, I thought I'd check back to see if any other "real" customers had responded to this thread, but there were none. Sorry again Jill, but after dozens of visits to that Ace I still haven't seen the blatant abuse or monsters running around the store like you did. I actually find it pretty sad that you proudly said "after 4 months of posting..." OMG, is this a daily hobby for you? You've also been saying for 4 months you were **"going to contact Ace headquarters"**, but you still haven't gotten around to it??? Sorry Jill, but I think this story's gotten old. And as I said before, if you saw blatant theft that bothered you so much, why didn't you call the Nassau PD? The way the world is today, we all have to be open and honest about things like that. If you accuse someone of a serious crime like this, it's unethical to make the choice to "flame" the criminals online using a pseudonym instead. You could do real harm to these folks. Tonight I'll try to look up the Ace Corporate HQ for you, and tomorrow I'll post it here for you. I hope that'll help you move on from this. Bob
lbeachmike on 2011-04-14:
I'm not fan of this store, but don't you think there is a John in just about every store? If they exist in the world, they have to work somewhere. However, there are companies which do a far better job in educating their employees. Apparently this is not one of them.
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3 Gal Sprayer
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Rating: 2/51
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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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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Consumer Fraud
Posted by on
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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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.
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.
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.
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.
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.
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.
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.
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.
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 Warranty 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.
goduke on 2010-08-06:
It's amazing that any store willingly does business in California.
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.
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.
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?
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.
Helpful on 2010-08-07:
So did we ever get a reference to this alleged consumer protection law?
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Worst Customer service in a hardware store I've ever seen.
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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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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.
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 Quality Of Service And Does Not Recognize Their Own Product
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ALOHA, OREGON -- My husband purchased 2 items from Ace Hardware in Aloha Oregon over the past several weeks. I took the items back to ACE for a return as we never used them. The items have the ACE name printed right on the packaging. When I entered the store and handed the items to the checker and told her I wanted to return them, she told me that she could not refund my money because she didn't find the items in her computer, EVEN THOUGH THE ACE NAME WAS PRINTED ON THE PACKAGING. She called a store manager who told me that since the item could not be found in their computer they could not refund my money. He also said that I could not prove I bought the items from his store.

In other words, I was a liar. BEWARE CONSUMERS! REGARDLESS OF WHAT ACE SAYS REGARDING CUSTOMER SERVICE, THEY DON'T HONOR WHAT THEY PROFESS.
     
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madconsumer on 2009-03-26:
in other words you could not prove you had actually purchased the items. your proof was the receipt.

after all, the items could have come from a yard sale ....
Marine 63 on 2009-05-16:
show me a store that really honors what they profess.
anthony2009 on 2009-09-05:
If the items that you returned were not on the receipt, then they can't refund your money back to you.

You may have had a receipt with items you purchased from ACE hardware on it, but they may not have been the items you were trying to return.

For all they know, you could have purchased the items at another store, especially if they couldn't find the items in their computer system. That is the #1 indication that you are trying to return something that you didn't purchase at that store. Simple mistake. Not your fault, not ACE's fault.

If you only purchased the items within a 7 week period, the items should still be in the computer system unless they were clearanced out.
Eloise on 2009-09-05:
A number of stores are having a problem with people attempting to return items that were stolen. (Stores include; Target, Walmart, Lowe's, and Home Depot) To protect themselves they require a receipt. If you don't have it you are out of luck. Next time you should save your receipt. It will save time and frustration.
Anonymous on 2009-09-05:
"In other words, I was a liar." Were you?
Ponie on 2009-09-05:
Maybe the poster had the same problem I did a couple of months ago--reading! When shopping, I took along the sales flyer I received in the weekend bird cage liner. Picked up a couple of items but couldn't find one I wanted. I was at Ace Hardware--but had an Aco Hardware flyer with me. The clerk and I had a good laugh at that and she told me a lot of people make that mistake. The two stores are only about half mile from each other. Returns are *so* much easier if you have a receipt.
Eloise on 2009-09-05:
Ponie, I've never heard of Aco hardware. Is it a local store?
Ponie on 2009-09-05:
Eloise, until I read your question, I just always thought they were a national chain because there are so many of them around here. So I went to their website to check. Their headquarters are in a suburb of Detroit, Farmington (or is it Farmington Hills?). They were established in 1946. They now have 69 locations--all in the state of Michigan. So, yes, I guess they could be considered 'local.' Thanks for giving me an education with your question.
Ponie on 2009-09-05:
Eloise, until I read your question, I just always thought they were a national chain because there are so many of them around here. So I went to their website to check. Their headquarters are in a suburb of Detroit, Farmington (or is it Farmington Hills?). They were established in 1946. They now have 69 locations--all in the state of Michigan. So, yes, I guess they could be considered 'local.' Thanks for giving me an education with your question.
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