Ace Hardware Corporation

Initial Business Response /* (1000, 5, 2015/07/09) */
We have spoken Mr*** and we are mailing him out an Ace gift card to cover the cost of the repair kit and innertube
Thank you
Michelle M
Ace Care Center
***
Incident ***
Initial Consumer Rebuttal /* (2000, 7,
2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Michelle was awesomeThank you

Initial Business Response /* (1000, 5, 2015/09/17) */
Hello ***
Thank you for contacting the Revdex.com
It is certainly not the practice of Ace Hardware Corporation to engage in any kind of misleading or advertisingBut, we hope you'll understand that the Ace
retailers are all independent retailers and they all make their own store policies
On your behalf, we have contacted the Store Manager,*** He advised that they do have signs posted on specific items, throughout the store, that are excluded from any type discountsThe potassium salt you were trying to purchase is one such item that has a sign posted on the product stating, "Sorry, potassium is not eligible for any type of discounts"
Should you need any further assistance, please contact the Ace Care Center and refer to incident # ***
Sincerely,
*** Ace Care Center
(XXX) XXX-XXXX
Helpful is our Business - Caring is our Commitment

Initial Business Response /* (1000, 5, 2015/07/01) */
Hello Christopher,
Thank you for taking the time to contact the Ace Care Center concerning, your online order
Your order was placed on 05/09/& fulfillment of your order can take anywhere from one to eight full business days,
depending on your location and the shipping method you selectBusiness days are Monday-Friday, excluding federal holidays within the United States
Since your order was placed on a Saturday (non-business day)The order fulfillment process would not have begun until 5/11/Then depending on when the stores delivery truck was due to arrive could also determine the delivery of the itemIn this case, the order arrived at the store on 05/15/and you should have received a confirmation email to let you know that the item was at the store(Typically, the consumers will need to check their spam or trash mailboxes to locate the notification email.)
As requested, this order has been returned and credit has been requested back on 06/01/Once credit has been requested, it is up the consumers banking institution to issue creditThat can take up to business days depending on the consumer's provider
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 Hardware
Incident: ***
Regards,
Melissa WAce Care Center
(***
Helpful is our Business - Caring is our Commitment

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 The Ace store at *** Lake contacted me and will allow me to purchase the folding table for the agreed price
Sincerely,
*** ***

Hello *** It was a pleasure speaking with you today.Again, I would like sincerely apologize for all the problems you experienced with your Acehardware.com order ***Your refund of $will be processed today, once it has been processed you will receive an email confirmation.Also, I sent
the request to send you an Ace gift card in the amount of $20. Please allow up to business days for this to be received.Should you need any further assistance, please feel free to contact us and refer to incident ***.Kind Regards, *** *| Ace Care Center (*** *** Helpful is our Business - Caring is our Commitment

Initial Business Response /* (1000, 5, 2015/07/01) */
Hello ***
Thank you for taking the time to contact the Ace Care Center concerning, your online order and in-store piorder
With minimal information provided to allow us to research your concernWe were finally able to locate
both of your orders XXXXXXXXXXXXX - online web order and XXXXXXXXXXXXX - in-store piorder
The reason your online order was sent to one store and your in-store piorder to another is that not all of our Ace stores partake in the in-store piprogramEach of our Ace stores is independently owned and operated by local entrepreneursTherefore, they determine if they would like to participate in a program
As for your orders, I was able to confirm with the local store that you had picked up the three blue Adirondack chairs sent to themAt this time, no credit will be issued for the online web orderAs for the three green Adirondack chairs, this order was cancelled on 06/30/The stores will typically hold onto the order to give the consumer the opportunity to pick up their online ordersSince the order has been cancelled, it can take up to three weeks for credit to be applied on to your account from PayPalIf you have any concerns regarding your credit, please reach out to PayPal for further assistance
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 Hardware
Incident: XXXXXXX
Regards,
*** WAce Care Center
(XXX) XXX-XXXX
Helpful is our Business - Caring is our Commitment
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorryI have never picked up any of the productsI have emails from your customer service dept stating they will " refund" and never haveOnly one order was reversedYour company also has two holds still pending through my paypal acctI'm am unsure what that is forPlease show me a signature as to me picking up these chairs as I never didYou are the first to state this mixupI have been dealing with your customer service for over weeks nowWith promises of both orders being canceled
Final Business Response /* (4000, 15, 2015/07/27) */
Hello ***
I was able to confirm that credit has been issued in fullThe first 1/of your credit was issued on 06/30/and then the PayPal account portion of the credit was issued on 07/23/
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 Hardware
Incident: XXXXXXX
Regards,
*** WAce Care Center
(XXX) XXX-XXXX
Helpful is our Business - Caring is our Commitment
Final Consumer Response /* (2000, 17, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have contacted the customer and resolved this issue. The store will be giving him a $discount, which makes up the $rewards and $gift card he never received.Should you need any further assistance, please contact the Ace Care Center and refer to incident #
***.Sincerely, *** *| Ace Care Center*** ***Helpful is our Business - Caring is our Commitment

Complaint: ***
I am rejecting this response because: Nothing in the response shows how they will change their business practice to insure that customers are not charged for items that are not shipped No explanation as to exactly what caused the incident Completely unacceptable
Sincerely,
*** ***

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,
*** ***

Hello ***A return label was emailed to your email address provided in your order on 9/27/17. The Return label number is ***. Once the items is returned a credit will be processed back to your form of payment.Should you need any further assistance, please contact the
Ace Care Center and refer to incident * ***Sincerely, *** *| Ace Care Center*** ***Helpful is our Business - Caring is our Commitment

Hello ***We again apologize. We do notify the customer and store via email when an Acehardware.com order is placed and shipped. Once an order is shipped is when the customer is charged. We do encourage the independent stores to contact the customer when the item arrives to let them know their order is there for pickup. We did speak with *** at the store regarding this order. He did advise that they did not realize the item was an Acehardare.com order as they usually get paperwork stating as such and inadvertently sold it. He did state that going forward when he receives his truck he will check his orders for any Acehardware.com orders so this does not happen again.Should you need any further assistance, please contact the Ace Care Center and refer to incident # ***.Sincerely, *** ** | Ace Care Center*** ***Helpful is our Business - Caring is our Commitment

Hello [redacted]The order was received back at our warehouse.  Credit was issued today on reference [redacted].   Please allow 5-10 business days for the credit to be applied to your account.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

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

Hello [redacted], Thank you for taking the time to contact the Ace Care Center regarding your request to cancel further email notifications. I am sorry to hear that you are receiving daily notifications.  You can notify the local store that is listed on the back of the circular or the email...

communication. If the store is not listed on the back of the ad, but the ad came in the mail in a packet of ads, you can contact the company that puts out the packet of ads. However, if the ad came by itself in the mail – not in a packet of ads, unfortunately there is nothing we can do to assist.  Since this could have been sent by one of many solo mailing companies.  The [redacted] Commission has a website that recommends several different ways to prevent mailings.  Please check their website to see how you can remove your name from their data base. Please let me know if I can assist you with anything else today. We appreciate your business and look forward to seeing you again soon at Ace Hardware. Regards, [redacted] | Ace Care Center [redacted] Helpful is our Business – Caring is our Commitment Tell us why here...

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 entrepreneurs. they 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 3:05 pm CST.  We hope that this will lead you to a potential resolution. Please let me know if I can assist you with anything else today. We appreciate your business and look forward to seeing you again soon at Ace Hardware. Incident: [redacted] Regards, [redacted]. | Ace Care Center ([redacted] Helpful is our Business – Caring is our Commitment

We have spoken to Mr. [redacted] and issued him a $20.00 appeasement to use on acehardware.com and removed the funds off the Ace gift card.Incident [redacted]
[redacted] | Ace Care Center([redacted]Helpful is our Business - Caring is our Commitment

Initial Business Response /* (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 price. Unfortunately,...

we are unable to locate an Acehardware.com order in your name. Please 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 /* (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 day. Then 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 /* (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 Navy. He will have them on Wednesday and will honor the $29.99 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 /* (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 $86.49.  Until they pay me that sum, my complaint against them remains unresolved. [redacted]

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 [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]