ComplaintsforAce Depot LLC
Office Equipment
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a Rolodex Petite file, gave my charge information, got a confirmation of order. After a while I received notification that what I ordered was no longer available but they could and would substitute a comparable product. I okayed that and waited an extended period of time, heard nothing, contacted them. They said it was being shipped that day but arrived a bit afterward. The item, in no way was it comparable... it is a ****** Card file, the card size was different, the bottom of the cards was different, the size of the case was different... I could not use it with what I had in the office. I requested a refund. The item was $16.47 and shipping was $12.29 non-refundable... total charge $28.76. I was e-mailed that I could send it back, I had to pay the return shipping. I told them that was ridiculous, they sent me something that I didn't order and I agreed to comparable. They told me that's their return policy... that would make a $16.47 item now cost ***** in shipping. I asked for a return label at their expense. They didn't answer. I wrote again and received another e-mail that I agreed to a substitution, which I did for a comparable item, this was not, they said that's their policy. I heard nothing for a few days and wrote again... no answer. I informed them I would be writing to you because this is definitely a situation where they are wrong... I would appreciate hearing from you and certainly you contacting them so they do understand people do not tolerate this... I know they think I would take the time to contact you, this is a ridiculously low amount of money but why should they get away with this AND how many other times have they.... Anything you do will be greatly appreciatedBusiness response
03/29/2024
We explained the model she ordered was discontined. We simply gave her an option which she asked us to ship. What did we do wrong. Once the item is returned we can refund.Customer response
04/04/2024
Complaint: 21424927
I am rejecting this response because:
They said comparable as I explained Rolodex has cards that have cutouts on the bottom that fit onto the unit, they are a different size, the unit is a different size, their bottom is flat. There is no way they are comparable. AND their response to me was that I send back this not comparable item, return mailing paid by me, not to be refunded, nor the shipping charge I originally paid would not be refunded. Hardly comparable, hardly correct.
Regards,
*********************Initial Complaint
03/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
In April 2023 I purchased items from this company. The items were not as described and were returned. This company received the returned unopened items verified by email and **** tracking number. The company then will no longer answer emails or phone calls while not returning my money.Initial Complaint
02/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 11/30/23 I placed an order with this company and purchase a time clock. I was under the assumption that I was purchasing a new time clock and I had called them to correct the shipping address as there was an error and I asked the gentleman that I spoke to over the phone it was new and he responded, yes. This time clock was received on 12/18/23 and is refurbished and I want to return it and reached out to them three times on 12/18/23, 12/20/23 and 1/18/24 via email and they have not provided me with a return shipping label and requests have been ignored. Their customer service is unsatisfactory and very unresponsive. They have taken my money. This is no way for a business to operate.Business response
04/30/2024
This has already been resolved by a full refund.Initial Complaint
12/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 11/18/2023 I purchased a product online from this business. I received order # Order Number:ACE-24720. When I received no word on order status I sent them an email on 11/29/2023. I still have not received a reply to my email inquiry or my order. I would like either my order or a refund of $44.17.Initial Complaint
09/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Date of transaction: January 31, 2023 Order number ****** A refurbished paper shredder was ordered. A phone message indicated it was out of stock, and the order was changed to non-refurbished paper shredder. Our credit card was charged $89.00 We never received a paper shredder. Multiple attempts were made to contact the company via text, email, and phone. All were unsuccessful. I have since bought a shedder at a local store. I would like the $89 to be credited.Business response
04/19/2024
64909511D04AEBusiness response
04/24/2024
We spoke to this customer already and refunded this in full CK # ****Customer response
04/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************Initial Complaint
08/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On August 6th 2023 I purchased a item on line from Ace depot which is located at ** ****** ** ******* *** ******,after 2 weeks and I haven't received it I checked my order status on their website which states that the order is pending so I called and Ace depot talked to a Middle Eastern man who said he would check and call me back but he didn't so a day later I called again and the same man answered thw phone said he did not know why the order status says pending but he would check and call me back within in 24 hours but never did so I asked for a refund and he keeps putting me off and promising he will call me back but never does,my order number is ****** its for a digital scales calibration weight.Ive also read poor reviews from other customers on the internet about this same business.Business response
04/19/2024
Very sorry for the late email but we had trouble receiving these inquires and we are circling back to make sure any and all customer issues have been resolved.
Please feel free to reply back here OR call ****************** OR Text ?**************?
Thank you and our apologies on any delay.
-**********;Initial Complaint
08/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On May 15, 2023 I ordered on-line a package of rolls of Scotch Brand packaging tape for $29.84 plus $14.29 shipping. ACE sent BAZIC tape instead. They authorized a return of the items "mistakenly" sent and promised a refund in 7 to 10 days after receipt. The return postage was another $14.29. Each time I called and asked that the return postage be included in the refund, the response was "I'm not authorized to do that." I was sent to a voice mail to leave my request but never heard back. Eric signed for receipt of the returned package at 3:28pm on 6/13 This is now 8/7/23 and we have not received any refund for any part of the order. Can you help us recover the $60.58 we spent on their mistake or is this a scam?Business response
04/19/2024
Very sorry for the late email but we had trouble receiving these inquires and we are circling back to make sure any and all customer issues have been resolved.
Please feel free to reply back here OR call ****************** OR Text ?**************?
Thank you and our apologies on any delay.
-**********;Initial Complaint
04/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 3/13/2023 I order two inkjet cartridges that have color. I paid $114.68 and got two of them and they are have nothing in them. They made them look like they were new and that is what they stated and that was a lie. So I asked for my money back because that is two of them that is bad/fake. They said they wanted to send more I do not want to trust them again they are only trying to keep money. They are very rude and the customer service *********************************** belittled me and told me I was stupid among other things and laughed at me. I was willing to send the cartridges back but he would not do that after I have and email saying send pictures which I have proof and then nothing. I do not trust this company they sent me two faulty cartridges they have nothing in them and told me they would send more I do not think so they should be shut downBusiness response
04/19/2024
Very sorry for the late email but we had trouble receiving these inquires and we are circling back to make sure any and all customer issues have been resolved.
Please feel free to reply back here OR call ****************** OR Text ?**************?
Thank you and our apologies on any delay.
-**********;Initial Complaint
03/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We ordered a paper shredder from Acedepot a month ago and have never received anything on this. No tracking numbers, nothing stating it was shipped. When I try to go into the website it is blocked.Business response
04/19/2024
We have no record of any order --can you please provide a order #?
Very sorry for the late email but we had trouble receiving these inquires and we are circling back to make sure any and all customer issues have been resolved.
Please feel free to reply back here OR call ****************** OR Text ?**************?
Thank you and our apologies on any delay.
-**********;Initial Complaint
02/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Chronology of dealings with Ace Office Machines, Order Nr ACE-*****, 11/18/23, for 2 3-ring binders $47.37 11/18/2022- ordered 2 three ring binders and received the incorrect model. 12/2022-called and left message with an email follow up, asking for the correct product and return instructions...no response. 1/2/2023-sent email and called business which did not answer. 1/17/2023-called again, spoke with ****** who said the correct product would be shipped in ***** hours by *** ground (5-7 business days) which would be delivery about 1/30/2023.2/10/2023-called again and spoke with *** who assured me they would correct the situation and promised an email to cover all instructions - no email ever received.It is now 02/18/2023 (3 MONTHS IN) and nothing has been done to correct their error or even contact me. This business obfucates, lacks any trustworthy follow up and I am glad I didn't order anything more than $50 worth of binders. I will not do business with Ace Office Machines in the future.Business response
04/19/2024
Very sorry for the late email but we had trouble receiving these inquires and we are circling back to make sure any and all customer issues have been resolved.
Please feel free to reply back here OR call ****************** OR Text ?**************?
Thank you and our apologies on any delay.
-**********;
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
38 total complaints in the last 3 years.
35 complaints closed in the last 12 months.