Sedona Ace Hardware

Just a little information about us: We are getting ready to celebrate years serving Sedona & outlying areas, at the same location and with the same owners Over those years we have won many awards: Best Hardware Store, Best Paint Store and Best Customer Service We just finished a poll of our customers in which guests were asked to fill out a question survey The survey covered customer service, product knowledge, etcThe survey finished with a 99.6% postive rating.We here at Sedona Ace Hardware are so concerned about customer service that I keep a person staff days per week We are only closed days out of the year, so as to make sure we are available when our customers need usAddressing this complaint: Our return policy is clearly posted at the register It is also printed on the customer's receipt It isn't a surprise to any one of our guests Even though the return policy is only days; we often go out or even days for our customersIn MrHall's case the purchases were made in May 2015, not Sept That was months agoEven though we bend over backward to accommodate our customers; we also believe they need to take responsibility for their own actions If you don't need the product bring it back within a time frame, not once a year when they clean out their garage, truck or job site, etc We have no problem with this being posted on your website We stand by our policy and our decision with MrHallThank you, Kim T S [redacted] General Manager Sedona Ace Hardware

We apologize for any inconvenience [redacted] may have incurred when returning his item We have been in business for years at this location and have always strived to have customer service as our priorityWe have been at this same address and used the same phone number and email for all this timeTo maintain this excellence in customer service we have some return policies in place For customer returns, we require proof of purchase from our store and that item is in resalable condition We have a, “Merchandise Return” sheet which the customer is requested to fill outThis form requests name, telephone number, address, reason for return, and signatureThis is a standard form that is recommended for use by Ace Corporation Our manager explained that name and telephone number was all that we neededThis information can be used to do a follow up to our customers to be sure of customer satisfaction and in - store data when ordering product Again we apologize for any inconvenience and would be more than happy to assist Mr [redacted] with his return , using our standard return policy procedure I commended my staff on how well they handled the situation considering how loud and rude Mr [redacted] was to everyone Thank You [redacted] General Manager of Sedona Ace Hardware

Just a little information about us: We are getting ready to celebrate years serving Sedona & outlying areas, at the same location and with the same owners. Over those years we have won many awards: Best Hardware Store, Best Paint Store and Best Customer Service. We just
finished a poll of our customers in which guests were asked to fill out a question survey. The survey covered customer service, product knowledge, etcThe survey finished with a 99.6% postive rating.We here at Sedona Ace Hardware are so concerned about customer service that I keep a person staff days per week. We are only closed days out of the year, so as to make sure we are available when our customers need us.Addressing this complaint:Our return policy is clearly posted at the register. It is also printed on the customer's receipt. It isn't a surprise to any one of our guests. Even though the return policy is only days; we often go out or even days for our customersIn MrHall's case the purchases were made in May 2015, not Sept That was months agoEven though we bend over backward to accommodate our customers; we also believe they need to take responsibility for their own actions. If you don't need the product bring it back within a time frame, not once a year when they clean out their garage, truck or job site, etcWe have no problem with this being posted on your website. We stand by our policy and our decision with MrHall.Thank you, Kim T S*** **General ManagerSedona Ace Hardware

Just a little information about us: We are getting ready to celebrate 25 years serving Sedona & outlying areas, at the same location and with the same owners.  Over those 25 years we have won many awards: Best Hardware Store, Best Paint Store and Best Customer Service.  We just...

finished a poll of our customers in which 1500 guests were asked to fill out a 5 question survey.  The survey covered customer service, product knowledge, etc. The survey finished with a 99.6% postive rating.We here at Sedona Ace Hardware are so concerned about customer service that I keep a 12 person staff 7 days per week.  We are only closed 3 days out of the year, so as to make sure we are available when our customers need us.
Addressing this complaint:
1. Our return policy is clearly posted at the register.  It is also printed on the customer's receipt.  It isn't a surprise to any one of our guests.  Even though the return policy is only 30 days; we often go out 60 or even 90 days for our customers.
2. In Mr. Hall's case the purchases were made in May 2015, not Sept 2015. That was 8 months ago.
3. Even though we bend over backward to accommodate our customers; we also believe they need to take responsibility for their own actions.  If you don't need the product bring it back within a normal time frame, not once a year when they clean out their garage, truck or job site, etc.
We have no problem with this being posted on your website.  We stand by our policy and our decision with Mr. Hall.
Thank you,
Kim T S[redacted]
General Manager
Sedona Ace Hardware

We apologize for any inconvenience   [redacted] may have incurred when returning his item. 
We have been in business for 23 years at this location and have always strived to have customer service as our priority. We have been at this same address and used the same phone number...

 and email for all this time. To maintain this excellence in customer service we have some return policies in place.
 For customer returns, we require proof of purchase from our store and that item is in resalable condition.  We  have a, “Merchandise Return” sheet which the customer is requested to fill out. This form requests name, telephone number, address, reason for return, and signature. This is a standard form that is recommended for use by  Ace Corporation.
Our manager explained that name and telephone number  was  all that we needed. This information can be used to do a follow up to our customers to be sure of customer  satisfaction  and in - store data when ordering product. 
Again we apologize for any inconvenience  and would be more than happy to assist Mr. [redacted] with his return , using our standard return policy procedure.
I commended my staff on how well they handled the situation considering how loud and rude Mr. [redacted] was to everyone.
Thank You [redacted]
General Manager of Sedona Ace Hardware

Just a little information about us: We are getting ready to celebrate 25 years serving Sedona & outlying areas, at the same location and with the same owners.  Over those 25 years we have won many awards: Best Hardware Store, Best Paint Store and Best Customer Service.  We just...

finished a poll of our customers in which 1500 guests were asked to fill out a 5 question survey.  The survey covered customer service, product knowledge, etc. The survey finished with a 99.6% postive rating.We here at Sedona Ace Hardware are so concerned about customer service that I keep a 12 person staff 7 days per week.  We are only closed 3 days out of the year, so as to make sure we are available when our customers need us.
Addressing this complaint:
1. Our return policy is clearly posted at the register.  It is also printed on the customer's receipt.  It isn't a surprise to any one of our guests.  Even though the return policy is only 30 days; we often go out 60 or even 90 days for our customers.
2. In Mr. Hall's case the purchases were made in May 2015, not Sept 2015. That was 8 months ago.
3. Even though we bend over backward to accommodate our customers; we also believe they need to take responsibility for their own actions.  If you don't need the product bring it back within a normal time frame, not once a year when they clean out their garage, truck or job site, etc.
We have no problem with this being posted on your website.  We stand by our policy and our decision with Mr. Hall.
Thank you,
Kim T S[redacted]
General Manager
Sedona Ace Hardware

We apologize for any inconvenience   [redacted] may have incurred when returning his item. 

We have been in business for 23 years at this location and have always strived to have customer service as our priority. We have been at this same address and used the same phone number...

 and email for all this time. To maintain this excellence in customer service we have some return policies in place.

 For customer returns, we require proof of purchase from our store and that item is in resalable condition.  We  have a, “Merchandise Return” sheet which the customer is requested to fill out. This form requests name, telephone number, address, reason for return, and signature. This is a standard form that is recommended for use by  Ace Corporation.

Our manager explained that name and telephone number  was  all that we needed. This information can be used to do a follow up to our customers to be sure of customer  satisfaction  and in - store data when ordering product. 

Again we apologize for any inconvenience  and would be more than happy to assist Mr. [redacted] with his return , using our standard return policy procedure.

I commended my staff on how well they handled the situation considering how loud and rude Mr. [redacted] was to everyone.

Thank You [redacted]

General Manager of Sedona Ace Hardware