Ace Hardware

Initial Business Response /* (1000, 5, 2017/02/27) */
[redacted]
Revdex.com of Northern Indiana
[redacted]
Fort Wayne, IN XXXXX
[redacted],
My name is [redacted] owner and CEO of MKG Ace Hardware Inc. In the matter of Case #XXXXXXXXX I have reviewed the entire process brought to your...

attention by our customer [redacted] regarding our transaction #EXXXXX dated February 1, 2017 at 1:09 P.M., Miss [redacted] is correct she was charged for 3 each #XXXXXXX Deadbolt locks, which was determined to be an overcharge of [redacted] plus Ind. Sales tax of [redacted] I reviewed the security camera and I agree the over charge was made when one of the locks was scanned at our Point of Sale. Miss [redacted] did not make this transaction herself but, a man instead made this purchase. I am indeed sorry for this error it was not intentional.
In respect to the claim that our store Manager, [redacted] refused to make a refund is not correct. I will explain, on February 10, 2017 in the period between 9:00 A.M. Miss [redacted]'s, man that made the original purchase came into our store and presented the receipt (EXXXXX dated 2/01/17) and claimed that he had only purchased 2 and not 3 #XXXXXXX Deadbolt Locks. Our Manager, did some checking to verify and created a refund slip for our cashier and at 9:47 on our transaction #EXXXXX/1 a refund for [redacted] plus [redacted] sales tax totaling [redacted] cash was returned to the customer (Miss [redacted]'s, Man).
I have verified both transactions which are enclosed with this letter. (Exhibit and 2) Also, I ID this gentleman with my video system for both transactions. I am more than willing to show Miss [redacted] the video's if she wishes.
If you have any further questions for me or my store Manager, we are open to answering them. Respectfully Simitted,

[redacted]
MKG Ace Hardware, In
Initial Consumer Rebuttal /* (2000, 8, 2017/03/09) */
Consumer indicated if the company refunded the handyman, then it is resolved.

Recently I took a set of screens to be refitted. I was originally told that they would be completed on a Tuesday via a call from the individual that was completing the work. He called later to inform me that the material (solar screen) I requested would cause the frames to bend and recommended a center brace. I said not to use that material because I did not want the clutter caused by the cent brace. I told him to use the next level down material. I went in on Wednesday and they weren't done and the installer would be out until Friday. I go in Friday and found two of the screens to have a lighter material and the rest had solar material. I told the asst.manager that this was unacceptable. He told me to go back to California if I wanted good customer service.

We strive to go the extra mile and work hard to satisfy our customer needs.  To that end one of our helpful associates took the time to special order a product not carried in our store.  In this case the associate had no experience with this type of product (6x100 ft. roll of deer fencing)...

and wasn’t alarmed by the price that the computer catalog showed.  She ordered 3 rolls, took the customer information and rang up the sale.  On the day that the product came in she was immediately  aware that a mistake had been made and investigated further.  As it turns out, through a fluke in the system she had quoted the per foot price of $6.49 on a product with a retail of $279.  We attempted to contact Mr. [redacted] immediately, leaving him a message explaining what happened, apologizing for our mistake, offering a refund on what he already paid and a discounted price per roll.  When Mr [redacted] came in he wasn’t happy with the offer and insisted we contact Ace corporate to seek a different resolution.  Mr. [redacted] also contacted Ace customer care through which he agreed to a price of $125 for a single roll and an instant credit of $50 at the register in lieu of a gift card in mail that is often provided for customer satisfaction.  We tendered his transaction and loaded the fencing in his car.  In this case we made a mistake in the price of the product for which we apologize and tried hard to rectify.  We apologized, admitted our error and offered an alternative price.  We came down on price twice and made a special arrangement for the customer satisfaction gift card.  Subsequently Ace customer care has communicated with Mr. [redacted] and he has accepted another $70 gift card in an attempt to satisfy his complaint.  At a retail of $279/roll selling at $6.49 the loss to our store would have been over $817.  Despite of our mistake a loss that large is too much to bear in a business that hopes to be here tomorrow.  At Anaconda’s Ace hardware we are in business to care for our customers and want to be here for them today and tomorrow.

Recently I took a set of screens to be refitted. I was originally told that they would be completed on a Tuesday via a call from the individual that was completing the work. He called later to inform me that the material (solar screen) I requested would cause the frames to bend and recommended a center brace. I said not to use that material because I did not want the clutter caused by the cent brace. I told him to use the next level down material. I went in on Wednesday and they weren't done and the installer would be out until Friday. I go in Friday and found two of the screens to have a lighter material and the rest had solar material. I told the asst.manager that this was unacceptable. He told me to go back to California if I wanted good customer service.","neg-1

Review: Took snow blower to ace hardware for repair they then sent it to one of there sister companies.I was told there was oil in carb. And they needed to clean carb.day later was called and told it was ready.had my son pick it up.tried to use snow blower two days later after a snow storm.blower would not start. contacted store to advise them that it would not start.now there telling me thst the engine is trashed.snow blower was never started after being returned from shop. blower was picked up12/31/2013 and returned 01/3/2014Desired Settlement: Repair or replace blower.

Business

Response:

Good morning, As per our last conversation, we would appreciate it if you would please come into the repair center located at 6075 N. Green Bay Ave. to inspect the unit, and discuss your options. Fortunately, we have not disposed of the unit as you suggested. Of course this can be at your convenience. Please call [redacted] and ask for [redacted], he will make the necessary arrangements. Thanks [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

September 15, 2015Revdex.com On March 17, 2015, I purchased 4 bags of soil from ACE Hardware, [redacted] XXX-XXX-XXXX, that had been opened by accident (or damaged) and were selling at $1.00 per bagmy daughter [redacted] was with me. I was presented a bill of sale and signed it (the receipt), of which I have a copy. In July, 2015, I was rechecking my expenditures and receipts from businesses and discovered that ACE Hardware had charged me for 74 bags of soil at $1.00 a bag. I took the receipt to the managerial team of ACE Hardware and told them of the "error" that someone had made. Though they did not admit to me the overcharge, they admitted it to my daughter who visited them after I told her of their reluctance to "reimburse" me for the overcharge. They told both me and [redacted] at different times that the time for "reimbursement" had lapsed and they could not reimburse me. Actually, this would not be a reimbursement for I had and have nothing to give them in exchange for the overcharge I did not receive 70 extra bags of soil. Therefore, their policy does not apply to this situation. There should be and probably there is a policy that deals with overcharging a customer, such as "In the case that the store overcharges a customer, he or she is entitled to the amount overcharged whether discovered by the customer or the store, the time elapsed not withstanding." Any other approach would make the store the transgressor. I would like for the store to send me a check for 70 bags of soil at $1.00 per bag, plus tax. My address is [redacted] XXXXX-XXXX. My phone is XXX-XXX-XXXX. Thank you for giving this request your attention.[redacted]Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]It is unknown to me ([redacted], owner) how many bags of soil the customer took home. He signed a receipt saying he purchased 74 bags of soil. Then, five months later he says he only purchased four bags.However, I am willing to say perhaps we made a mistake. I am willing to give him the benefit of the doubt and I am sending a check to the customer for the amount he requested.Consumer Response [redacted] Oct 4to me Thank you for being so effective in gaining me a reimbursement from the ACE Hardware peoplea check for $76.48, which was signed by [redacted], otherwise unidentified. I have written him a note of appreciation for his understanding of the complaint and his action forthwith.It is almost hard to believe that this problem was solved so quickly.My praise for the Revdex.com. Long may it live and thrive.!!!Thank YOU.

Review: I got a surge protector from "ACE Costello's hardware" store in island park and when I had a surge go through the line and damaged a T.V. set that I have "ace" wont make good on their product. I showed several managers from the store what had happened and they said they were sorry and that it should have not happened. When I called the corporate office they gave me the run around, so I started a small claims suite against them. They had me at my expense send them the surge protector to see what had happened. They then sent it to I believe china(YUP) where it was made to see what happened. Meanwhile they contend that even know that the product clearly has there name on it and that it was from there store its not them but the people in china who owe me for the TV. How can you sell a product and make money from it and have no responsibility. I have spoke from managers at the store ([redacted]) to [redacted] at customer service to a company representing them...Her name is [redacted].Desired Settlement: That they pay for the T.V. set and say that they are sorry for the problems they have caused me.

Consumer

Response:

At this time, I have been contacted directly by Ace Hardware regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

The companys claim department contacted me, and I am waiting for there replie today to resolve this matter..At this time it has NOT been resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I went to ace the only hardware store for 30 miles and I wait at the door for help aprox 40 mins every time I am laughed at ignored [redacted] and over charged. They at the galt store [redacted] the owner are rude liars that over charge you take your rewards cards and use them on another persons purchases and try and stop them.... they ban you from coming in like the ignorance taught them in child play. these hayseed mns think they are getting away with this unprofessional high school mentality treatment against me. It is robbery pl[redacted]d and executed. I will ram them in court. These workers are disgusting when it comes to telling the truth. they robbed me and b[redacted]d me. bye, bye ace and hayseeds.time to face the music for robbing and abusing this woman. The Chinese over power , walgreen's you all voted to get, excited. will close you down faster than the courts give me punitive damages for your unethical galt born and raised in you behavior. wake up the world is not yours and never was. this disabled woman you find your folly in will slam dunk you again, bye bye Ace across the county! good riddens!

Product_Or_Service: one bolt not four

Desired Settlement: DesiredSettlementID: Refund

the amount overcharged returned NOW and the rewards they stole RETURNED and my ability to shop there, shove it ! I wouldn't step foot in any ace ever again period. I will find pleasure in driving 30 miles to give money to another store not ace ever again you should never buy their [redacted] ever again too.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted], VP

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@yahoo.com

This customer, though she has been a paying customer for a long time, has been a habitual problem to customers and employees. On June 1, said customer came in looking for soil for the garden. An elderly customer looking for the same item was already in line but politely let the other go first because they were frantic about the garden being lost. Said customer argued with our cashier about how many bags they had asked for, which got confusing because the elderly customer asked for the same product but a different quantity. After the quantity was settled on, the cashier wrung it up and presented the total, $7.57, said customer gave the cashier $5.57. The cashier explained that the total was $7.57 and needed to pay two more dollars to complete the amount. The customer then yelled at the cashier, making accusations that the cashier had said he/she was stupid and called the cashier stupid because they couldn't count. The third customer in line, a regular, asked the customer why he/she was being so rude and that was when the customer threw the remainder at our cashier and started flying off with numerous profanities at the customer who simply said to stop being rude. The cashier got nervous and called for the supervisor on staff to step in. The supervisor was at the time on the forklift bringing other soils around to be put inside. The cashier finished ringing up the transaction, gave the customer the receipt and the customer stormed out. The supervisor showed up just as the customer was beginning to enter his/her car. Because the supervisor was unable to catch up to the customer, the supervisor called out to the customer explaining that they were no longer welcome in the store. All three customers in line, the elderly customer, the regular customer, and the new customer, all were quite distraught about the matter and our supervisor had to console them and plead with them to come back, and that our unhappy customer would not bother them again. They completed their purchases and congratulated the supervisor and cashier for being able to handle the situation so professionally. Our cashier was still quite rattled from the experience but the day was only thirty minutes from over and was able to relax after that.

The next incident occurred on Saturday July 6. The customer walked through the door with a gallon and a quart of non-matching, pre-made paint. An employee approached the customer and asked if any help was needed with paint. The customer requested that the paints be combined and made darker. The employee did as was asked and combined the paints, after first explaining that they were not proper paints to mix. When mixing the two containers, the customer tried to take control of the lid, forcing it on the gallon, spraying paint all over the employee. The customer then requested that the color be made darker and that was when the manager came. The manager approached the employee and asked what they were doing. The employee explained what the customer wanted done and the manager explained to the customer that they were unable to tint the paint because it was a pre-mixed color and could not be tinted further. The customer then pressed the two of them to add amounts of brown and black to each that she would then pay for, even though we explained it was impossible to reach the desired color. The manager then gave in to the customer's request and let the employee take care of the customer's needs. They agreed that $2 would be charged per ounce of colorant used. In order to fit more colorant in, the employee reasoned with the customer that an empty gallon must be purchased to even the space for the colorant to fit. The employee distributed the paints and tinted each can with one and a half ounces of black and while the employee shook the cans, the customer paid for them. The purchase came to $49.30 after using a 5 dollar ace reward and the customer paid for it. The customer came back and wasn't quite satisfied with the color yet and requested it darker still. The employee added an ounce of brown next and shook it. The customer pushed further for more colorant and I explained to the employee that there was no way to make that paint any darker and the employee relayed that to the customer. The customer then said that would do and walked off to pay for the purchase. The customer went to pay for the final two ounces of colorant and I was requested by another cashier to come up and help. The customer was saying that they had purchased almost $50 on the previous purchase and wanted to now use a coupon that required $5 off a purchase of $25 or more regular priced merchandise. I did not want any scene like the last time the customer came in, particularly in front of customers since it was busy. I explained that we would finish our current purchase of $4.37 since it was already on the screen and then I would allow the customer to go get the previous receipt from the car for me to review. The customer started making a scene saying I wasn't going to help but I calmly explained that I needed to finish the current transaction, then we would proceed with the previous one, and that I wasn't going to give her anything if we couldn't cooperate. After I told the customer that he/she wouldn't get $5 unless he/she cooperated, he/she calmed down and proceeded with the current purchase and went to get the receipt from the car. The customer returned, impatient, but wanting to get money so I reviewed the receipt and noticed that another $5 coupon was used on the transaction. Again, I wanted to avoid a scene so I gave the customer $5 straight from the drawer, agreeing that I would keep the receipt and the coupon in order to show my manager that I had done so in order to keep the customer from getting angry. Then the customer walked out before exclaiming that an elderly customer outside of our store was stealing. I approached the accused customer who was just browsing some of our clearance items and had stolen nothing. I shook my head and walked off, knowing this was just one of this customer's wild fantasies.

The customer returned a final time on July 7, 2013 and was assisted by a couple supervisors, ones different from before. This supervisor was aware of the past experiences with this customer so he/she took it upon his/her self to assist the customer in getting a few items for a project. The customer needed a spring so the supervisor took the customer back the the spring department and proceeded to go over spring options for about five minutes before one $1.89 spring was decided upon. The customer then asked for wire, in case this spring didn't work the customer wanted to make one them self. Then the customer requested bolts and initially pulled out a couple and the supervisor began to write the customer up for the items. The supervisor asked the customer how much the bolts were and the customer said they were $1.76 and grabbed two more, totaling four bolts and said the last thing was a twenty cent washer. The supervisor was with the customer from the time the hardware was picked out, then walked the customer to the register, and opened up a line specifically to help the customer so that no incidents were had. The customer was told that their rewards were blocked since their previous incident and the customer made a small scene but the supervisor calmed him/her and they proceeded with the purchase. The supervisor asked if the customer needed anything else to which the customer said they needed a beach umbrella and started complaining that it was on sale previously but not any longer. Again the supervisor explained that it went off sale a while ago and asked if one was still wanted and it was only $14.99. The customer mulled over this for a while before saying they needed it and purchased it along with a quart of paint, 100 feet of copper wire, one 20 cent washer, 4 $1.76 bolts, and a $1.89 spring. The customer paid $48.39 and left.

In closing, everything we have been accused of is untrue and unfair. We run a small, local hardware store that is based on honest customer service, because we know every customer has a choice of where to shop and we treat them royally when they choose us. We have never purposely over-charged anyone and our prices are fair. We have customers of all types that come in and have never been laughed at, ignored, or "bullsmacked" by anyone because nobody deserves that treatment. My employees' signed testimonies swear that they have never treated this customer with anything but professionalism, and I know them to be honest and trustworthy. Although we reserve the right to refuse service to anyone, it is seldom used and only for repeat problem customers and those who steal. I would gladly welcome this customer back into the store if he/she would write an apology letter to each of my employees and a promise to me that not act like this anymore. Ace Hardware is your neighborhood choice for friendly and helpful service.