Miller's Ace Hardware

Review: On Saturday 4/23/16, we reserved a piece of equipment to be delivered to our home. Upon attempting to pay, we were told that we were not on the delivery board. The manager raised his hand and pointed in my fiancees face and told him that he doesn't answer to him and he can leave the store. At that pointment another service member was attempting to help him and "fix" the issue, because they saw that the name was on the board. The manager came back out and my fiancee expressed his displeasure with the way the manager spoke to him and requested that he not have to deal with him. The manager then proceeded to take the clipboard from the other service worker and said we are not fixing anything and I am calling the police. He called the cops without warning or giving a chance to leave the store. He did leave the store when the manager stated this and we received a call from the police later that day. The police asked if the manager wanted him banned from the store and he said "No". If he was so threatened to call the police, why is he not banned?? We spoke to the owner whof was to call us back in 2r hours after he spoke to his employee, although he told us that his employee has been trained to diffuse these types of situations. We never recI ever a call back. We waited 4i hours and called corporate and they were to call us back after speaking with the general manager. This situation was not handled appropriately and I hope that there is someone that can help us. My fiancee has lost sleep and has been literally sick over the way he was treated!Desired Settlement: Apology and use of equipment

Business

Response:

05/11/16Revdex.com of Western PA[redacted]Dear Revdex.com,This letter is in response to your letter dated 4/26/16 with ID number [redacted].The customer information identified on your customer experience information worksheet is not someone I am familiar with or believe I have dealt with. It is, however, noted in the body of the statement of problem that "...in my fiancees face" so I will assume Ms. [redacted] is filing the complaint on behalf of Mr. [redacted], who I have spoken with on several occasions regarding this incident. As a point of clarification, the incident in the complaint actually took place on Sunday 4/24/16.In the customer's statement of the problem, I would respectfully disagree with how the incident was recounted based on my conversations with Mr. [redacted]. While the context of what occurred is contained in the recounting, I do not believe that this accurately represents the sequence of events that occurred that morning. Having said that, there is no question that one of our managers acted inappropriately in handling this situation with Mr. [redacted]. He had an opportunity to work towards a resolution of the problem and chose instead to escalate the situation. I believe it was the combination of poor choices by this manager, in conjunction with Mr. [redacted] escalating the tone of the conversation, which resulted in the directive to leave the store and subsequently the call to the police as a last resort to diffuse the situation.We could go on at length discussing what should have happened but the reality is both parties made poor choices resulting in a volatile situation in a retail store environment. Both parties involved also had the opportunity to diffuse the situation by removing themselves from the environment or leaving the store. The reason the police were called was a last resort to diffuse the situation. Mr. [redacted] had that choice as well and chose to stay engaged and play a role in escalating what was occurring to an unacceptable state. It is not my intention to blame Mr. [redacted] for what happened. However, I do feel it is important to note that both parties played a role in what occurred.After speaking with Mr. [redacted] on Sunday afternoon, I did tell him I would get back to him in 24 hours, not in 2 hours as stated in the complaint. It did in fact take me 48 hours to call him back, in part due to the additional complaint made to Ace corporate. I apologized to him on the phone for the delay. In fact, I apologized multiple times to Mr. [redacted] for what he went through that morning at the store as well as the difficulty had following the incident. I contacted the police to make sure no further action would be taken and to confirm that the matter was closed with them and would not be a matter of public record. I communicated this to Mr. [redacted] in our second conversation. I also communicated that this didn't absolve us of responsibility for our role in this incident. Our manager used very poor judgment regarding his actions that morning. This is not representative of how we run our business or treat our customers.As far as the desired settlement noted on the complaint "apology and use of equipment" I would suggest that an apology for what occurred has been made multiple times by myself on behalf of the business and as the one who ultimately has to be responsible for what occurs in my store. If a written apology is desired, I would suggest this response would suffice. If an apology from the manager involved is desired, that is not an option at this point as it is an ongoing personnel issue. At the time of my conversations with Mr. [redacted], it was very clear to me that he was not interested in returning to our store any time soon, if at all. This position is completely understandable but is why I did not offer at the time, or would I be comfortable offering now, use of the rental equipment.Multiple complaints to multiple sources and outlets have been made by, or on the behalf of, Mr. [redacted] regarding this incident. While I certainly understand Mr. [redacted]'s position and anger over the way he was treated, it would have been preferable to resolve this without the extensive public airing of only one side of what occurred that morning. As an alternative, I will send to Mr. [redacted] and Ms. [redacted] at the address of record on the complaint $100.00 in Visa gift cards that can be used at another rental outlet to help offset the cost of the equipment Mr. [redacted] intended to rent.I will again apologize for what occurred that morning in our store. As I expressed to Mr. [redacted], I take these matters very seriously and truly feel terrible for what happened and how he was treated by one of our managers.Sincerely, Greg ** G[redacted]Owner/General Manager

Review: I ordered a shed online and it was available for pickup today. Went to the store to pick it up and it was not in stock. Error on the website. Email stated I would not be charged until the item was picked up. I was billed immediately. Called ace customer care and they informed me it took 3-5 business days to clear it. So it was falsely advertised and not in stock. 2ndly I was billed when I was Informed I wouldn't be until I picked item up, they could care less.mi had to go to another retailer to buy the item so I'm out twice the price until ace feels the need to refund it. Their buy online pickup in store service is in no way fast and conveniently. Takes 4 hours minimum to even hear back.Desired Settlement: I want my money credited back as I was informed I shouldn't have been billed. Won't purchase online ever again and probably never again at ace after this ordeal.