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Ace Hardware Corporation Complaint - Manager tells customer to go to Home Depot - Manager
Complaint
JACKSONVILLE BEACH, FLORIDA -- I went to Ace Hardware at 784 Marsh Landing Parkway, Jacksonville Beach, FL to buy two tools. The exact tools were not in stock in the tool dept., so I searched through the bargain tool bins and found a couple of tools that would work. I brought my selections to the cashier, and was given a different price than was advertised on the bin. The store manager refused to sell one of the tools, saying that some customer has placed it in the bargain bin where it did not belong. I asked him how he new that. He simply continued to refuse to sell the tool at the price advertised on the bin. I declined to buy either of the tools, and told the manager I would check at the newly opened Home Depot - two blocks away. He told me I should do that. Home Depot sold me the exact tools I wanted at $6 less than Ace.
I complained to Corporate, and was told, that the manager says: " ... this happens a lot. A customer might pick up an expensive tool, and then find another tool in the bargain tool bins. They don't realize the quality is not the same. He said they are constantly going through that bin to put the more expensive tools back to the correct area."
My response was: Please think about what you are telling me. The manager knows "...this happens a lot." What I read is that even knowing the problem exists "a lot", your manager won't take the simple step of either pricing the items in the discount bins or get rid of those bins. Home Depot has no bins, and they seem to get along just fine.
My comments to you were sent in the spirit of trying to keep an old friend in business in the neighborhood. I feel compelled to tell you that the manager's response is unacceptable. He is still telling us how the customer is wrong, and the problem is not the fault of the store or its management. Why not have a look at what Home Depot is doing. They are only a couple of blocks away. While your manager is there, he'll find many of his old customers there. Certainly, he'll find the customers that he has encouraged to shop at Home Depot. "This happens a lot."
It is always easy to pass off a customer complaint as coming from a "crank." However, in this case - I hope you and the manager will ask yourselves this question - how would I respond if the manager told me to go to Home Depot and see how they treat me." I did that, and I don't think I'll be back to Ace. I don't think you would be back either. Does that make me a crank for registering my complaint. And, is the legitimate answer to any complaint - "this happens a lot.?"
Danny Berenberg
I complained to Corporate, and was told, that the manager says: " ... this happens a lot. A customer might pick up an expensive tool, and then find another tool in the bargain tool bins. They don't realize the quality is not the same. He said they are constantly going through that bin to put the more expensive tools back to the correct area."
My response was: Please think about what you are telling me. The manager knows "...this happens a lot." What I read is that even knowing the problem exists "a lot", your manager won't take the simple step of either pricing the items in the discount bins or get rid of those bins. Home Depot has no bins, and they seem to get along just fine.
My comments to you were sent in the spirit of trying to keep an old friend in business in the neighborhood. I feel compelled to tell you that the manager's response is unacceptable. He is still telling us how the customer is wrong, and the problem is not the fault of the store or its management. Why not have a look at what Home Depot is doing. They are only a couple of blocks away. While your manager is there, he'll find many of his old customers there. Certainly, he'll find the customers that he has encouraged to shop at Home Depot. "This happens a lot."
It is always easy to pass off a customer complaint as coming from a "crank." However, in this case - I hope you and the manager will ask yourselves this question - how would I respond if the manager told me to go to Home Depot and see how they treat me." I did that, and I don't think I'll be back to Ace. I don't think you would be back either. Does that make me a crank for registering my complaint. And, is the legitimate answer to any complaint - "this happens a lot.?"
Danny Berenberg
Comments:
Posted by Anonymous on 2007-11-16:
If thats the way the manager wants to manage his store,they wont be around for much longer i assume.
Posted by Anonymous on 2007-11-16:
I'm siding with steve on this one.
Posted by runaway on 2007-11-16:
I hate it when people do this! No store can follow customers around to ensure they don't place something where it doesn't belong, and if they're expected to sell it at the "new" price, you'll end up paying alot more! Think about it- they have to recapture that losses with higher prices, and the scammers will constantly be "misplacing" things to get them cheaper, leading to even higher costs. And strangely, no one is ever willing to pay the higher price when something is "relocated" in front of a higher price tag, now are they?
I've also always had great service at Ace, and I can't help but wonder how much arguing and complaining was done before he agreed that you'd be better off taking your money elsewhere...
I've also always had great service at Ace, and I can't help but wonder how much arguing and complaining was done before he agreed that you'd be better off taking your money elsewhere...
Posted by runaway on 2007-11-16:
I should add, I used to work for HD, and good luck with them! Yeah, they're often cheaper, but the first time you have any type of problem and have to deal with one of their managers, you'll really understand what a bad management attitude is!
Posted by Anonymous on 2007-11-16:
Seems like you made a big deal out of something that happens a lot at stores of all kinds, even Home Depot. I've had it happen to me and when the cashier tells me that the item I thought was on sale really isn't and why, I then decide if I want to purchase it or not. No big deal.
Posted by miketech on 2007-11-16:
If that kind of service upsets you. I don't think you're going to be so high on Home Depot.
Watch the prices there they have a habit of putting stuff on "sale" only when you get to the register it's not on sale. You don't notice if you get a lot. If you do notice they will strighten it out in about 20 to 30 mins of waiting on price checks and stuff.
Stick with ACE unless you really have a bad one. Also Home depot has tricks you could never sdream of to bleed you out of pennies, nickles, dimes and dollars.
I use to love Home Depot but over the last 3 or 4 years they have become a worst in the nation retailer. Rumor has it the new CEO is working on it but that last guy really really made it a bad place to shop (and work at from what I hear.)
Watch the prices there they have a habit of putting stuff on "sale" only when you get to the register it's not on sale. You don't notice if you get a lot. If you do notice they will strighten it out in about 20 to 30 mins of waiting on price checks and stuff.
Stick with ACE unless you really have a bad one. Also Home depot has tricks you could never sdream of to bleed you out of pennies, nickles, dimes and dollars.
I use to love Home Depot but over the last 3 or 4 years they have become a worst in the nation retailer. Rumor has it the new CEO is working on it but that last guy really really made it a bad place to shop (and work at from what I hear.)
Posted by Anonymous on 2007-11-17:
The great thing about Ace (around here anyway)is if you buy the wrong tool you can take it back and they will help you find the right one. If you buy the wrong tool at Home Depot you can return it, but you will likely get a big "Duh" if you ask for any advice. Our Ace still has original plank wood floors from I don't know how long ago, it doesn't help the service but it sure is cool. :)
I would guess their profit margin has shrunk and something in the wrong bin doesn't guarantee that price to anyone who picks it up, why would it? If the sticker price was not honored that is something else but even then you are not required to buy any item. He told you to go to Home Depot because you threatened to, people don't like to be threatened.
I would guess their profit margin has shrunk and something in the wrong bin doesn't guarantee that price to anyone who picks it up, why would it? If the sticker price was not honored that is something else but even then you are not required to buy any item. He told you to go to Home Depot because you threatened to, people don't like to be threatened.
Posted by ladyoh on 2008-01-31:
For the record I bought paint at Home depot that cam out the wrong color because their machine was screwed up. They did not want to refund me because I opened the can. I called a manager and when another customer came in behind me with the same problem we got our refund, I also had a can of paint that did not look good when I started to paint.I was at that timevisiting friends inSan Francisco calif, did not know how to find the home Depot so I went to the corner Ace and the guy in the paint department treated my paint with black unitl we got it right At no charge, just good customer service.
Posted by kturner on 2010-02-28:
Danny,
As the owner of the Ace at 784 Marsh Landing Parkway, let me start by saying that I am sorry that you had a bad experience in our store. We sometimes have a problem with customers tossing items that they have changed their mind on in the bargain bin. While I understand that it can be frustrating to get to the register and and be told a price different than you were expecting to pay, it appears that in this situation my manager handled the situation as I would have liked him to. We do our best to keep everything in its correct place and we would never intentionally deceive one of our customers, and I think our track record of serving Jacksonville Beach for almost 30 years speaks for itself. Many customers love the bargain bins and appreciate the good values that are available in them. While our system isn't perfect, it has worked well for us over the years.
As for Home Depot, I'm sure they have taken a few of our customers and they have a very successful business plan, but I have to say that it is not without faults either. I truly am sorry to lose you as a customer and I wish that my manager would have worded his response more tactfully, but we are extremely happy with our Jacksonville Beach/ Pontre Vedra location and had a great year in 2009 in spite of our new neighbors and and a down economy. We have a loyal base of customers that appreciate the customer service and value that we provide. As a longtime beach resident I can assure that we are not afraid of putting what we have to offer up against Home Depot, and we won't be going anywhere.
As the owner of the Ace at 784 Marsh Landing Parkway, let me start by saying that I am sorry that you had a bad experience in our store. We sometimes have a problem with customers tossing items that they have changed their mind on in the bargain bin. While I understand that it can be frustrating to get to the register and and be told a price different than you were expecting to pay, it appears that in this situation my manager handled the situation as I would have liked him to. We do our best to keep everything in its correct place and we would never intentionally deceive one of our customers, and I think our track record of serving Jacksonville Beach for almost 30 years speaks for itself. Many customers love the bargain bins and appreciate the good values that are available in them. While our system isn't perfect, it has worked well for us over the years.
As for Home Depot, I'm sure they have taken a few of our customers and they have a very successful business plan, but I have to say that it is not without faults either. I truly am sorry to lose you as a customer and I wish that my manager would have worded his response more tactfully, but we are extremely happy with our Jacksonville Beach/ Pontre Vedra location and had a great year in 2009 in spite of our new neighbors and and a down economy. We have a loyal base of customers that appreciate the customer service and value that we provide. As a longtime beach resident I can assure that we are not afraid of putting what we have to offer up against Home Depot, and we won't be going anywhere.
Posted by jktshff1 on 2010-02-28:
kturner, you are kind of late as this post is over a year and a half old.
That being said, you are right.
That being said, you are right.
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