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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:10/03/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    On 10/2/22, this business is refusing to accept return of Craftsman Chainsaw purchased on 9/29/22. Return policy on receipt states "30 days, unopened" which is consistent with their posted return policy making this item eligible for return. However, store manager stating that it is their store policy to not accept returns of emergency items. When we ask about whether or not this memo was posted and available to customers, store manager states that "they don't have to post all of their store policies." We are requesting return and refund of this item.

    Business Response

    Date: 10/19/2022

    Business Response /* (1000, 5, 2022/10/08) */ First of all I apologize for the inconvenience! Our policy for returns on emergency items was posted during the week of hurricane Ian was heading our way, we do not have the policy in our receipts because there is not enough room for all the policies, and No returns on emergency items is one we only practice during emergencies due to high volume of emergency items we sale we do not accept returns specially on generators and chainsaws. As a manager I love customer satisfaction with said I would like to offer a solution to the problem I can issue the customer in store credit without going against our return policy. Please let me know the response I'll be glad to assist the best I can. Consumer Response /* (2000, 7, 2022/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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