ComplaintsforAce Hardware

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A $25 off promotional coupon was received from Ace Hardware. I attempted to use the coupon for an on-line purchase without being able to locate the offer. The promotional offer actually created a second on-line account creating further issue. I went to the local store with the promotional offer hoping for assistance. I was in immediate need of an item for $309. The local store was also unable to resolve the problem with the promotional offer. They did provide the phone number to **************** Should probably rename that. I was advised to purchase the item and resolve the issue with the ************ After reaching out to the *********** they linked my two accounts stating that would resolve the offer. It did not. Offer not available on my account. In further conversation, they now wanted the purchase order number. I provided it. They send another email requesting a picture of the purchase. Still no resolution. They sent another email asking for the purchase number again because the screen shot was blurry (bull). I responded stating that I had provided the purchase number and then resent it. They responded that the purchase number was not readable because it was a locally owned store number. My response was that this was their problem. They sent out the promotional offer and I'm not responsible for their issues. They responded with a new promotional code for $25. I checked the promotional code on my account and the new promotional offer was also no good. I responded to them again stating that I didn't want another promotional offer where I have to buy more of their c*** for which they already owed my $25 plus the taxable amount. The *********** states they are unable to help me. The *********** needs to remove this from their signature blocks, "Helpful is our Business - Caring is our Commitment." Is that a joke?

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  9/9/22 - Purchased a $50 gift card on the Ace Hardware website because there is a promotion which is "Buy $50 in e-gift card, get $10 bonus e-gift card free". There is an option to select that says "this (gift card) is for me", so I select it. Transaction occurs and receive e-gift via email. 9/11/22 - Attempt to make a $47 dollar purchase, using the $10 bonus e-gift card and $50 e-gift card at Ace Hardware of **************************. Cashier states that both cards have insufficient funds. While still at the store, I call Ace Gift Card Customer Support and representative tells the clerk to void the transaction and try again. Trying to process the transaction again still did not work as the card still has insufficient funds. At this point, I am fed up and pay out of pocket to be able to leave the store with my items. After leaving and paying out of pocket, I reach out to Customer Support again and begin incident number ******* asking for a gift card refund. "Ace does not issue refunds for gift cards". BUT THE GIFT CARDS DID NOT WORK. Was emailed a copy of the incident number which states Ace is waiting for response from their "Gift Card Team". 9/13/22 - I follow up to the email address which sent the incident number, *************************** The same representative responds to my email follow up...still waiting to hear back from Ace Gift Card Team for my Gift Card Issue. 9/19/22 - Email follow up in the morning again. 12:51PM - Receive a voicemail from ******** from the Ace Care Center. Saying that the card has been USED. 12:54PM- I call the number ******** told me to call the Ace Care Center number where any representative can help me. New representative is still trying to help me. She said she will call me back by the end of the day, but I have way too much time wasted in dealing with Ace Care Center for my mistake of trying to get a free $10 bonus gift card. At this point, I feel like Ace Hardware stole $50 from me. Email exchanges attached.

  Business response

  11/02/2022

  Business Response /* (1000, 8, 2022/10/19) */ Hello Better Business Bureau, We have reached out the customer and are sending an Ace gift card in the amount of $60.00 Should you need anything more, please let us know and refer to incident ******** Thanks you, Michelle M Ace Care Center Ace Hardware Corporation ****************************************** Phone: ***************** Helpful is our Business - Caring is our Commitment

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On ********* I ordered 3 packages of Cosco Black Vinyl Folding Chairs (4 pack) for an order total of ******* or ****** per package of 4. Per the order summary this would be 12 chairs total and it was listed to be in stock at Pearl Hardware Ace Hardware. I received a call on ********* that there was a typo on the website and instead each chair is $38.99 making the order total ******* I was told I needed to call ACE Hardware customer service they said they would escalate it to a manager. I later received an email stating they would not honor the price which is not fair since I already paid for the chairs.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/07/19) */ Hello BBB, We have reached out to the customer in regard to this issue. Customer was offered one more of the chairs and also a $25.00 credit, customer stated they wanted the order canceled. The below is also posted on acehardware.com in regard to errors on the website. Product Information. Ace attempts to ensure that information regarding the Products is complete, accurate and current. Despite our efforts, such information may occasionally be inaccurate, incomplete or out of date and we make no representation regarding such information. For example, Products may be unavailable, may have different attributes than those listed, or may carry a different price than that stated on the Online Services. Certain weights, measures and similar descriptions are approximate and are provided for convenience purposes only. Product colors may vary we do not guarantee that colors will be accurately displayed. We reserve the right, without prior notice, to limit the order quantity on any Product, to reject any order, and/or to cancel any order at any time. Should you need anything further please just let us know and refer to incident *******. Sincerely, ********** Ace Care Center Ace Hardware Corporation **************************************** Phone: +**************** Helpful is our Business - Caring is our Commitment

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩