Smith's Ace Hardware

Review: I purchased a [redacted] 5500 watt Storm Responder power generator from [redacted]'s Ace Hardware in [redacted], PA on 2/5/14 for $799 + tax ($847 total). The item was purchased the day after a major winter storm where we had lost power and the entire area was under a power outage, including the store where I purchased the item (they were operating on a generator at the time). I returned home with the new generator after purchasing it, opened up the box, assembled the wheels and handle. I then Started up the motor in accordance with the manufacturers instructions and the generator failed to operate and did not produce any power. I immediately contacted [redacted]'s Ace Hardware and informed them that the item did not work. I asked to return it and was told that they were not accepting any returns. I then asked for the store manager and explained the situation to him. Again, I told him I needed to return the defective item and was told they would not accept a return of the generator and that I should contact the manufacturer, who was in Wisconsin and already closed for the evening at 5:40 pm. I also asked about just exchanging it for another one as they had just received 10 more generators. I was again told that they would not accept the item for return or exchange. During the power outage, I had no electricity at home and I purchased this generator in order to provide power to heat my house as we had below freezing temperatures. My wife was ill and could not stay in the house where the inside temperature dropped to around 40 degrees! Due to the inoperable generator that Ace Hardware sold me, I had to go out and purchase another generator the following day for $1378! No one else in the area had generators in stock due to the high demand for them by the 200,000 residents without power across southeast PA. I now am stuck with 2 generators, including the one Ace Hardware sold me that doesn't work. In all, it cost me $2,226 to buy a generator which worked properly so I could heat my house!Desired Settlement: I tried to return the faulty generator on the day I purchased it within 2 hours of buying it and Ace Hardware refused to accept it and provide a refund. I tried to exchange it for another one on the same day, when still had stock and they refused to do so. The next day I called the store Manager asking that they send it back to the manufacturer as it was defective and inoperable. He said he will contact [redacted] for an authorization to do so and has not called me. I request a refund.

Business

Response:

On 2/5/14 [redacted] purchased a [redacted] 5500 watt generator from [redacted]’s Ace Hardware. We have a strict no return policy on all generators that we sell. This information is posted at the front of the store. He was also told by myself ([redacted], Store Manager) that the generator was not returnable for any reason before the purchase, I then personally rang up his transaction. He was then instructed to pull around the back of the store to help get the generator loaded into his vehicle. The employee who loaded the generator also reminded him of the return policy.

All of the generators we sell come with manufacture warranties. Any issues with the product are between the customers and manufacture, not the store. I did speak to [redacted] several times when he called the store and I informed him that he had to contact the manufacture and have the unit repaired. I called the department buyer for Ace and I contacted [redacted]-I asked for both of them to contact the customer to inform him of the warranty. They both called him.

I have also included a copy of The [redacted] warranty in this fax.

As per our return policy, we will not be able to exchange or return the product.