Ace Hardware Corporation - Refuses to Honor Promoted Special

50-% off Anniversary Promotion - Complaint

Review by Starlord on 2012-04-07

Rating:

Resolution Update on 04/11/2012:
The manager of the store verified that the item was not on sale, and let us get the can opener.

CHEHALIS, WASHINGTON -- Ace Hardware sent me an email coupon advertising a fifty percent discount on any single item with a regular price of up to thirty dollars. I went to the Ace on S. Market N Chehalis, WA, found an electric can opener that was marked $23.99 and took it and my coupon to the register island. I was in line when a male employee opened the other register and said he could help me. when I presented the opener, he never missed a beat. Without looking anywhere or consulting any paperwork, he said the can opener was on sale already, so was not eligible for the special. I pointed out that there was no sale shelf tag on the can opener, and the price tag on the box was a regular price tag, not a sale tag. None of that had an effect, and he said it was not discountable. I picked up my credit card and coupon, I left the store, tossing back something to the effect that they would do anything to avoid giving a discount. I will have to give returning there a whole lot of thought.

Comments (10)

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Posted by CrystalSword on 2012-04-07:

We're expecting a call from the store manager Monday afternoon..I called and talked to someone who was kind enough to run that can opener through the register with just a SKU number and it came up that the regular price was indeed $23.99, and that it was NOT on sale. I gave him the cashier's name and what happened and he'll have the manager call us, and we can probably go back and get it Monday, we'll see.

Posted by DebtorBasher on 2012-04-08:

Good for you for following up after you got home.

Posted by Alain on 2012-04-08:

Glad you followed up on it, Crystal. Hope they resolve it properly. I've always had pretty good service at the Ace's I've been to.

Posted by trmn8r on 2012-04-08:

A agree with Alain. Ace Hardware stores usually have good customer service. Mine is excellent, but I must say a few of the cashiers don't always seem to burn as bright as standard light bulbs. Good luck.

Posted by madconsumer on 2012-04-08:

i only shop at ace hardware if there is something i require immediately. otherwise i drive across town to the home depot.

Posted by Nohandle on 2012-04-08:

Talk about fortunate, I guess I am. We only have one Ace Hardware in my area and they couldn't be better. A small store and I don't shop there often because they are not convenient but the employees jump to attention when a customer walks in the door. They are also quite knowledgeable on the products offered.

Before Christmas I was looking for an original model Radio Flyer wagon as a gift. By golly they had it and even offered to assemble it if I wanted to come back a few days later to pick it up. I'm laughing because it was taken in the box..never again. There have never been as many screws and bolts in a box ever. Even spares for good measure.

All I can determine is Ace Hardware is like many of the other stores. It depends on the location. Nice review Starlord and perhaps a telephone call beforehand would solve the possible pricing issue in the future for others.

Posted by CrystalSword on 2012-04-09:

We have an Ace here in Centralia and while it is a larger store than the one in Chehalis...the Chehalis store offers things our local store doesn't, like small appliances and home decor stuff. The local store offers quite a lot of tools and stuff like that and lumber as well, they have a good sized lumber yard but I'll go to Home Depot for that as well. I did get a new hair dryer for $10 and change with the 50% off coupon, mine wasn't working real well...time to replace it. The Chehalis store makes it worth the drive, most of the people who work there are wonderful....but the one who waited on hubby...I'd like to boot him in the butt.

Posted by CrystalSword on 2012-04-10:

The manager at Ace Hardware called us this afternoon and was very nice and understanding, he had us come and get the can opener we desired and honored the coupon that was for Saturday only. So we do thank him and Ace will continue to get our business!!

Posted by JISCal2 on 2012-04-10:

That is great news, Crystal. I hope the employee that refused the coupon is offered a refresher course in customer service.

Posted by CrystalSword on 2012-04-11:

We can only hope....but the manager was very nice.