Complaints

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted the business about the issue in December 2022. The regional manager did respond but I requested follow-up. To date, I have heard nothing back. I have included an attachment of the email communications and my receipt(s) which documents the issue. This business needs to update their written return policy printed on their receipts since the current one is purposely misleading.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  - Date of Transaction: 8/24/22 - Product: Stihl Farm Boss MS 271 20 in. **** cc gas chainsaw SKU: ******* Amount paid: $508.79 Order Number: 34993989-34994019 Ace Rewards ID: ********** - Issue: This is my first gas chainsaw. When I picked up the chainsaw from the store (it was an online purchase), I asked the young man working there if it needed a special mix or regular gas. The young man told me regular gas. Turns out, regular gas ***** out the chainsaw. I tried to replace the chainsaw in-store on 9/2/22. ***, a manager on duty, told me that the chainsaw must go to the Stihl repair shop. A gentleman who works at the Stihl repair shop, ****, called to tell me that due to gasoline entering the tool, the chainsaw is not covered by warranty. I called Aces corporate line at ************ and I spoke with someone named *************************. **** assured me over a recorded line that I would receive either a refund or a replacement, per the return policy for online orders. That never happened. Further, on 9/22/22, I went into the Ace store to receive a refund on my service repair down payment that Ace requires the customer to make, and a manager named ***** was combative and rude regarding the chainsaw, refusing to believe that an employee would advise a customer to use regular gas in a chainsaw. I have the ************* that the interaction occurred, they can look up who helped me that day (8/24/22, 5:42 PM). It was a tall young man with light brown hair. I want to add that when I came in to pickup the chainsaw, I purchased bar oil and other items and clearly would have purchased 50:1 mix had I known that the gas chainsaw requires that. I have a receipt to prove it. - What the business committed to provide: ******** at corporate said I would receive a refund or a replacement. **** at the service shop said hed have the district manager call *** was told that over a week ago and no call.- Current state: The repair shop has my chainsaw and will repair for ~ $300.

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