Ace Hardware Corporation

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ Hello [redacted] Thank you for contacting the Revdex.com regarding the Acehardware.com online order you placed that canceled We apologize that the ordered canceled, and we will be able to honor the sale priceUnfortunately, we are unable to locate an Acehardware.com order in your namePlease provide us with the online order numbers and Ace SKU so that we can research further Should you need any further assistance, please contact the Ace Care Center and refer to incident # [redacted] Sincerely, [redacted] Ace Care Center ( [redacted] Helpful is our Business - Caring is our Commitment Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here are the order numbers that were NOT fulfilled [redacted] (Partially FILLED) Everyone of these orders says the product was available to be picked up that same dayThen later cancel and price was increased Also, I checked the same product if it was available the next day, and each of the order that was CANCEL was available at HIGHER price from the same store Clearly the online experience leaves the customer with a very bad and deceptive advertisement Final Business Response / [redacted] (4000, 9, 2015/07/21) */ Hello [redacted] Thank you for providing the order numbers so that we could secure the products you were trying to purchase This is a follow up to my voicemail message advising that [redacted] of Crown Ace Hardware / [redacted] was able to secure the three umbrellas, taupe, red and NavyHe will have them on Wednesday and will honor the $sale price Should you need any further assistance, please contact the Ace Care Center and refer to incident # [redacted] Sincerely, [redacted] Ace Care Center [redacted] Helpful is our Business - Caring is our Commitment Final Consumer Response / [redacted] (2000, 11, 2015/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for honoring the price and product

Complaint: [redacted] I am rejecting this response because:Finally, Ace Hardware has sent me an e-mail saying that they have processed my refund--though it may take a week before I see the money But they are proposing to only refund me the product cost, and not the shipping charge Since they sent me a product that I did not order and which did not fulfill my order requirements, they obviously owe me a full refund of everything I paid--product purchase price, shipping charge, plus taxes They owe me $ Until they pay me that sum, my complaint against them remains unresolved [redacted]

Hello Revdex.com,We have talked to [redacted] *** we are getting him the safe and at the sales price.He will be picking the safe up at the store when it comes in.Should you need anything else please refer to incident [redacted] Thank you and have a good daySincerely, [redacted] *| Ace Care Center [redacted] Helpful is our Business - Caring is our Commitment

Initial Business Response / [redacted] (1000, 5, 2015/04/30) */ Hello [redacted] Thank you for contacting the Revdex.com regarding the product description for Ace [redacted] on the Acehardware.com website The replacement blade is listed in the description with an Ace noto let customers know the specific replacement blade for when they need to replace itUnfortunately, the replacement blade does not come with the edger/trimmer We apologize for the confusion and will update the websiteAs a onetime courtesy, we will issue credit to your Acehardware.com order, however, you did not provide the order number nor were we able to find a recent order under your namePlease provide the order number so that credit can be requested Should you need any further assistance, please contact the Ace Care Center and refer to incident # [redacted] Sincerely, [redacted] Helpful is our Business - Caring is our Commitment Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Spoke with [redacted] who agreed to mail out a Ace Hardware gift card

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The were more than gracious in solving this issue and I thank both you and the business for your help with this matter Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Hello [redacted] Thank you for taking the time to contact the Revdex.com concerning future emails/mailers from Ace We checked your account again and ensure you that your email address has been removed from your account Since each of our Ace stores are independently owned and operated we also contacted [redacted] Hardware, the store your Ace Rewards is assigned to asking that they remove you from any future emails or mailings Once again we are sorry to hear that you will no longer be receiving communications from our companyPlease let me know if I can assist you with anything else todayIncident: [redacted] Regards, [redacted] | Ace Care Center( [redacted] Helpful is our Business – Caring is our Commitment

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11125383, and find that this resolution is satisfactory to me Sincerely, Marla ***

Hello [redacted] Thank you for taking the time to contact the Ace Care Center regarding the credit for your’ online returnI am sorry to hear that the incorrect items were shipped to you I show that the request for credit was processed on 02/07/ It typically will take up to business days, however I have seen credit applied within a 7-business day window These the time frames provided by the banking institutions, so if you do not see your credit applied within that window I would suggest you reach out to your credit card company for some additional clarity Please let me know if I can assist you with anything else todayWe appreciate your business and look forward to seeing you again soon at Ace HardwareIncident: [redacted] Regards, [redacted] | Ace Care Center ( [redacted] Helpful is our Business – Caring is our Commitment

Hello,We apologize for the inconvenience you experienced at your local AceReturn policies are established by our independently owned stores locally and do not fall under a company-wide policyDuring a natural disaster, such as the recent hurricanes, stores make substantial investments to stock disaster supplies to help their communities protect their homes and familiesAn influx of storm-related product returns can be challenging for retailers to manage financiallyBecause of that, some stores may opt to temporarily change their return policy on storm-related goods, which should be clearly communicated in the storesRegards, [redacted] | Ace Care Center [redacted] Helping is Our Business - Caring is Our Commitment

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

We have spoken to Mr [redacted] and issued him a $appeasement to use on acehardware.com and removed the funds off the Ace gift card.Incident [redacted] | Ace Care Center( [redacted] Helpful is our Business - Caring is our Commitment

Hello [redacted] Thank you for taking the time to contact the Ace Care Center concerning, the emails received from Ace and the mailersWe are sorry to hear that you will no longer be receiving communications from our company However, due to your request we have removed you from our mailings via emailYou should not continue to receive any further communicationIf you do not want to receive Ace Ads in the mail, please contact the store which sent out the circular The store name should be listed on the back of the ad If the store is not listed on the back of the ad but the ad came in the mail in a packet of ads Then you will need to contact the company that puts out the packet ads If the ad came by itself in the mail – not in a packet of ads, there isn’t much we can do The ad could have been sent by one of many different solo mailing companiesThe Federal Trade Commission has a website that recommends several different ways to prevent mailing companies from sending ads to the consumers The best place to start is the “Direct Marketing Association”Please let me know if I can assist you with anything else todayIncident: [redacted] Regards, [redacted] | Ace Care Center ( [redacted] Helpful is our Business – Caring is our Commitment

Good Afternoon [redacted] Credit will be processed for the $shipping charges.We apologize for the inconvenience this order caused.Kind Regards, [redacted] *| Ace Care Center( [redacted] Helpful is our Business - Caring is our Commitment

Hello [redacted] Thank you for taking the time to contact the Ace Care Center regarding your recent experience with a return.We had spoken with [redacted] and explained the situation We are sorry to hear that you had a trouble returning the items Each of our stores is independently owned and operated by local entrepreneursthey control their own return policy We spoke with the owner [redacted] and he mentioned that he was going to reach out to you this afternoon I understand that he had called and left a voicemail message for you at around 3:pm CST We hope that this will lead you to a potential resolutionPlease let me know if I can assist you with anything else todayWe appreciate your business and look forward to seeing you again soon at Ace HardwareIncident: [redacted] Regards, [redacted] *| Ace Care Center ( [redacted] Helpful is our Business – Caring is our Commitment

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Hello, We did try to contact the customer to let him know we did issue the credit back for the shipping charges and also apologized for the service he received. Also left the Ace Care Center number [redacted] to call back and refer to incident [redacted] should he need... anything else. [redacted] Helpful is our Business - Caring is our Commitment

Complaint: [redacted] I am rejecting this response because:Ace Hardware needs to address the fact that they ignored multiple requests from me to unsubscribeThat would indicate that they have a general policy of not honoring unsubscribe requestsI want to know why my previous requests were ignored and what they will do to fix that problem for their other customersIn addition, I don't yet have proof that I have been removed from their email listI received a marketing email from them shortly after receiving this message from the Revdex.comI know there can be a delay, so we shall see if they did actually remove me from the email list Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/26) */
We have spoke with the consumer and the issue has been resolvedThe tractor will be picked up and refund given
*** **
Ace Care Center
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