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Business Profile

Hardware Sales

Ace Hardware

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardware Sales.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/24/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Made a purchase of a hose mender to repair a water hose but it didn't fit my hose so I went to return to the store but the manager refused to refund my money back she said the threats are messed up I said point to me where are the threats messed up she ignored me all the time and didn't care I just want my refund money

    Business Response

    Date: 11/08/2022

    Business Response /* (1000, 5, 2022/10/25) */ The customer has tried to return the product of complaint on multiple occasions. He has been shown each time where he damaged the product and explained that it wasn't returnable due to the product being damaged by him and not purchased that way. He went as far as to try to return it with different employees on different days in hopes they wouldn't recognize the damage. He also attempted to manipulate the employees from verifying the return with the store manager, since she had already explained to the customer that it wasn't returnable due to the damage. While we take great pride in our customer service, we also recognize that we can't make every customer happy and telling us to pay for a product that you damaged, isn't fair for any business. Consumer Response /* (3000, 7, 2022/10/25) */ Please see photos of hose with no damage as stated by the company. Business Response /* (4000, 9, 2022/10/26) */ As you can see by the pictures, it looks like the product has been dragged across concrete. I'll take a picture of the product as it was purchased and try to upload it so there's a reference. With the damage done to the product, it is no longer sellable. Consumer Response /* (3000, 12, 2022/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't agree with their response at first the response were the threats are damaged now they changed to got scratches **** I was fighting to make it fit thru the hose it's brass and it's real easy to get scratched Business Response /* (4000, 14, 2022/10/31) */ The argument is the product has been damaged by the customer to the extent it is no longer a sellable item and this is absolutely the case. It doesn't matter whether the damage is to the internal threads or to the outside of the product, the end result is still the same. It's no longer a sellable product, not due to manufacturer defect or store mishandling, but by damage done by the customer.

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