ComplaintsforAce Hardware

• Initial Complaint

  02/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 12 6 packs of 2 cycle oil as advertised. ****** the manager refused to give me my order and would only give me 12 individual containers. I explained to him that I purchased 12 6 PACKS not 12 individual. He told me the website was wrong and refused to give me my order. I told him I drove an hour to pick up the order but still insisted the website was wrong and it was not his problem. I believe if they advertise a product for a certain amount they should honor it even if they made a mistake as it takes a lot of time and money to drive an hour there and back for nothing.

  Business response

  02/23/2024

  I noted when I logged in this was sencond notice.  I only received one notice by mail.

  Ace Hardware is a collection of CO-OPs.  In my case, I own one store and have a franchise agreement to operate as an Ace branded store.  AceHardware.com is the website that ************ used to order the oil in question in the complaint, and is run by Ace Hardware Corp., which is a different entity that Coachella Ace.  We have an agreement with Ace Hardware Corp to fulfill these orders.  ******* that ************ purchased is sold in three different ways: as a single container, a six-pack, or a case, all under one SKU.  When the system linked to my inventory it picked up the price of a single containter at $4.85, but showed the picture and description of a 6-pack.  A 6-pack of this oil goes for $28.35.  Our pricing is in lines with the manufacture suggested retail pricing for this product.  ******* is used to mix with gasoline to be used in 2-stroke engines.  Since a 2-stroke engine does not have a separate oil sump, it functions as a lubrication in the engine.  ******** is something that is regularly purchased over the life of the equipment as a consumable, as part of operating the equipment.  **************** order came across to us with the **** and a quantity of 12 and a payment of $56.70.  We assumed that the purchase was for 12 individual containers.  When ************ came in to pick up his order, he demanded that we give him 12 6-packs.  We called Ace Hardware Corp, and in discussion with them, decided to offer him to cancel the order, which is ultimately what he decided to do, or let him purchase the remaining 10 6-packs at the correct price.  ************ decided to cancel the order.

  I have been working with AceHardware.com since this incident ocurred last week to try to resolve the issue on a technical level.  Due to ongoing technical issues involved in resolving the issue, we are taking the active step of removing all items from the website that might have a similar issue, to avoid any misunderstanding going forward.  I would be happy to mail ************ a gift card of $40.00 as recompense for the situation, if that will resolve the issue.

   

  Customer response

  02/23/2024

   I am rejecting this response because:
  
  I would just like to add that I contacted Ace Hardware Corporate the same day and they owned their mistake and called the location so they can honor the advertised price as I had driven over 45 minutes but ****** still refused. Also, when I spoke to corporate they told me ****** canceled the order because I found a better price somewhere else which was not true at all. When I was at the location ****** never contacted Corporate to try to resolve the issue. He only spoke to the owner ***** over the phone. I do have the Incident # from Ace Hardware Corp: 6249138

   

  Business response

  02/27/2024

  It is unfortunate that ************ is refusing to accept some type of recompense for his time and inconvenience in this matter.  I understand his frustration with the situation, but I believe his ask of an 83% discount on $350 of oil, along with delivery, is not reasonable. That would be a buy one, get five free offer, if it were true. This was clearly a mistake made by Ace Hardware Corp.and Coachella Ace.  Both entities have separately made monetary offers for his trouble, but ************ has refused our gestures.   In preparing to write this response, I called Ace Hardware ************* and had them read me all the notes from the incident #*******.  What ************ may not have been aware of is that both ***** and I spoke to Ace Hardware Corp the night he came in to pick up the oil about the situation.  During the course of our conversations with Ace Hardware, they were not recommending we try and fulfill the order, but rather, Ace Hardware was going to reach out with a discount coupon, which would be sent via email to ************.    In addition, and subsequent to that, I have offered $40 in a merchant card he could use at any Ace, which he has refused.  If he prefers, I would be happy to sell him two 6-packs of the 5.2 oz oil at an 83% discounted price of $4.85 plus tax per 6-pack.  There have been numerous conversations since then to rectify the error on the AceHardware.com website and to avoid a reoccurrence of this situation. We have, or in the process of, taken all of the ***** oil off the website.  I believe at this point Aces and Coachella Aces responses were fair and proportionate to the situation.  I am sorry ************ does not see it that way.  Based on ************** last response, I will consider the matter closed, unless he decides to come in,which, as promised, I will sell him two 6-packs of 5.2 oz of ***** oil for $4.85 per 6-pack.

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