G&G Ace Hardware

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.]Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] [redacted] s offer is fair but her reply information is incorrectThe ad for Ace through notes both sprays were on promotionI informed the cashier on of this and told her the mistake the cashier made I informed my dissatisfaction clearly to the cashier who referred to [redacted] for the final answerI emailed Ace twice via the following link http://www.acehardware.com/helpdesk/index.jsp?stillHaveQuestion=yes&subdisplay=c...⇄ and have yet to receive a replyRegards, [redacted]

Dear Ms [redacted] ,We have not been contacted by the customer or by Ace Hardware that there was a problem with this transactionWe have contacted Ace Hardware Corporate and they have not been contacted by this customer either They did an extensive search for any information that this customer had made a complaint, and there are no records of emails or any complaint When there is a customer complaint, there is always an Ace agent assigned to the complaint and an incident number that references the complaint We don't know who the customer was emailing three different times, but it was not Ace Hardware Corporation or our store We would have been notified immediately of a problem and he would have been given a response from Ace within days, not hours as his email suggests.From my understanding, the customer bought the two items on 8-when the items were on a promotion The customer brought the items back on 9-and was refunded The customer wanted to return the item and get a similar item that was not on promotion for the same price as the item that was on promotion After a promotion has ended, we are unable to override Ace's pricing and give the "instant savings" that is paid by the vendor for a specified period of time You will see this discount in the original sale in the attachment The promotion is funded by the vendor and paid by Ace to us so that we are able to offer this promotion Had I known that the customer was unhappy, I would have given him the two cans of wasp and hornet spray and sent him on his way.We will offer the customer the items he wanted on sale if it will make him happy We will loose money on the sale, but if that will resolve this issue, we are happy to do so We aim to please and have been in the hardware business for almost sixty years in the same location We try to do the right thing by each and every customer and obviously this customer feels that he has been treated poorly by our staff If it is your intent to include Ace Hardware Corporation in this investigation, please reference Incident # [redacted] Their phone number is 888-827-4223.Please feel free to contact me with any issues or concerns Respectfully, [redacted] Vice President

Dear Ms. [redacted],
We have not been...

contacted by the customer or by Ace Hardware that there was a problem with this transaction. 
We have contacted Ace Hardware Corporate and they have not been contacted by this customer either.  They did an extensive search for any information that this customer had made a complaint, and there are no records of emails or any complaint.  When there is a customer complaint, there is always an Ace agent assigned to the complaint and an incident number that references the complaint.  We don't know who the customer was emailing three different times, but it was not Ace Hardware Corporation or our store.  We would have been notified immediately of a problem and he would have been given a response from Ace within 3 days, not 24 hours as his email suggests.
From my understanding, the customer bought the two items on 8-31 when the items were on a promotion.  The customer brought the items back on 9-1 and was refunded.  The customer wanted to return the item and get a similar item that was not on promotion for the same price as the item that was on promotion.  After a promotion has ended, we are unable to override Ace's pricing and give the "instant savings" that is paid by the vendor for a specified period of time.  You will see this discount in the original sale in the attachment.  The promotion is funded by the vendor and paid by Ace to us so that we are able to offer this promotion.  Had I known that the customer was unhappy, I would have given him the two cans of wasp and hornet spray and sent him on his way.
We will offer the customer the items he wanted on sale if it will make him happy.  We will loose money on the sale, but if that will resolve this issue, we are happy to do so.  We aim to please and have been in the hardware business for almost sixty years in the same location.  We try to do the right thing by each and every customer and obviously this customer feels that he has been treated poorly by our staff.  
If it is your intent to include Ace Hardware Corporation in this investigation, please reference Incident #[redacted].  Their phone number is 888-827-4223.
Please feel free to contact me with any issues or concerns.  
Respectfully,
[redacted]
Vice President

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].[redacted]s offer is fair but her reply information is incorrect. The ad for Ace through 8.31.15 notes both sprays were on promotion. I informed the cashier on 9.1.15 of this and told her the mistake the cashier made 8.31.15. I informed my dissatisfaction clearly to the cashier 9.1.15 who referred to [redacted] for the final answer. I emailed Ace  twice via the following link. http://www.acehardware.com/helpdesk/index.jsp?stillHaveQuestion=yes&s...⇄  and have yet to receive a reply.Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
[redacted]s offer is fair but her reply information is incorrect. The ad for Ace through 8.31.15 notes both sprays were on promotion. I informed the cashier on 9.1.15 of this and told her the mistake the cashier made 8.31.15. I informed my dissatisfaction clearly to the cashier 9.1.15 who referred to [redacted] for the final answer. I emailed Ace  twice via the following link. 
http://www.acehardware.com/helpdesk/index.jsp?stillHaveQuestion=yes&subdispl...⇄  and have yet to receive a reply.
Regards,
[redacted]

Dear Ms. [redacted],We have not been contacted by the customer or by Ace Hardware that there was a problem with this transaction. We have contacted Ace Hardware Corporate and they have not been contacted by this customer either.  They did an extensive search for any information that this...

customer had made a complaint, and there are no records of emails or any complaint.  When there is a customer complaint, there is always an Ace agent assigned to the complaint and an incident number that references the complaint.  We don't know who the customer was emailing three different times, but it was not Ace Hardware Corporation or our store.  We would have been notified immediately of a problem and he would have been given a response from Ace within 3 days, not 24 hours as his email suggests.From my understanding, the customer bought the two items on 8-31 when the items were on a promotion.  The customer brought the items back on 9-1 and was refunded.  The customer wanted to return the item and get a similar item that was not on promotion for the same price as the item that was on promotion.  After a promotion has ended, we are unable to override Ace's pricing and give the "instant savings" that is paid by the vendor for a specified period of time.  You will see this discount in the original sale in the attachment.  The promotion is funded by the vendor and paid by Ace to us so that we are able to offer this promotion.  Had I known that the customer was unhappy, I would have given him the two cans of wasp and hornet spray and sent him on his way.We will offer the customer the items he wanted on sale if it will make him happy.  We will loose money on the sale, but if that will resolve this issue, we are happy to do so.  We aim to please and have been in the hardware business for almost sixty years in the same location.  We try to do the right thing by each and every customer and obviously this customer feels that he has been treated poorly by our staff.  If it is your intent to include Ace Hardware Corporation in this investigation, please reference Incident #[redacted].  Their phone number is 888-827-4223.Please feel free to contact me with any issues or concerns.  Respectfully,[redacted]Vice President

Review: I have received no reply or resolution to date from ACE and/or G&G.The following emails note the issues and are my requests for a reply or resolution:I informed the cashier 8.31.15 at the g&g store in milford,va. I desired the 72676 spray which was out of stock. I pre-purchased such and was informed to pick it up tomorrow when the stock was to be replenished. I went for pick up 9.1.15 and found the cashier incorrectly put item [redacted] as the spray, which I did not desire. I was told I could not get item [redacted] spray and only would be given [redacted]. I am very inconvienenced in these actions and disappointed with g&g and ace hardware to allow a customer to be made to pay for an employee's mistake.9.2.15~6.15pmContact Ace Thank you for your email. You should receive a response within 24 hours. Continue Shopping!As I noted 9.2.15 at 6:15 pm to this site and was informed I would be replied to within 24 hours and have yet to receive a reply I will forward the same at 9.8.15 at 5:15pm. I informed the cashier 8.31.15 at the g&g store in milford,va. I desired the [redacted] spray which was out of stock. I pre-purchased such and was informed to pick it up tomorrow when the stock was to be replenished. I went for pick up 9.1.15 and found the cashier incorrectly put item 7098130 as the spray, which I did not desire. I was told I could not get item 72676 spray and only would be given [redacted]. I am very inconvenienced in these actions and disappointed with g&g and ace hardware to allow a customer to be made to pay for an employee's mistake.I will forward this information to others if not replied to this time.Contact Ace Thank you for your email. You should receive a response within 24 hours. Continue Shopping!Desired Settlement: Complete the sale as agreed to per the sales associate and customer.

Business

Response:

Dear Ms. [redacted],