ComplaintsforWalsh's Ace Hardware

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a defective firearm. It is illegal to return a firearm purchases. After only three days they offered to buy it back instead at an $80 loss to me. And they told me theyre going to send it in for a new one. Finally, I was already annoyed, they tell me theyre going to mail me a check instead of paying cash.

  Business response

  05/31/2022

  The customer purchased a gun from us and wished to return it as defective.  His complaint was that the firearm was not shooting straight and he was dissatisfied with the performance.

  
  

  We offered him two options to return the item. 

  
  

  Option 1)    Have us return the firearm to the manufacturer.  If they determine that the gun is defective in workmanship we would be happy to issue a full refund.  The disposition of the firearm would have to wait until they responded.

  
  

  Option 2)    Have us buy the gun back as a used firearm.  If the unit is not defective we will purchase it back, resell as used and not involve the manufacturer.  The gun cannot be fully refunded as once it is logged with the *** it is no longer a new gun and cannot be sold as such.  There are pretty direct laws governing the sale of guns.

  
  

  We advised that the decision was his and that we would be happy to do either.  Unfortunately, as is the case with all gun sales, a gun cannot be returned except as used without there being a defect.

  
  

  The customer elected to sell us the gun back at a lesser value, we have since put the gun back up for sale at a reduced rate as it is now used.

  
  

  The fact that a check had to be issued is simply that we don't have the cash on hand to hand out.  The check was cut from the **************** as soon as the paperwork was presented.

  
  

  Every effort was made to satisfy the customer within the law.  We were not punitive or dismissive, the customer chose to sell it back to us at a reduced rate.  If the customer insists that the firearm is defective we will send it to the manufacturer and have it assessed.  We will happily take back the reduced amount paid and wait for the disposition of the firearm.  He will be given a full refund if the firearm is deemed to be defective.

  
  

  Our assessment of the transaction is that the customer was dissatisfied with the performance of the firearm and wished to return it, but that the unit was not defective.

  
  

  Respectfully,

  
  

  
  

  
  

  ************************
  Owner
  Walsh's Ace Hardware
  

  *******, *************** and

  ****************
  *********************
  www.walshsacehardware.com

  Customer response

  06/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I understand the law. Their position is predicated on the idea that my report of the defect is questionable. My position is that they should have taken the loss, bought it back at the purchase price for cash on the spot. In a supposed capitalist system a commercial exchange is a two way street. Even in a barter system that is the case. My money was green. Immediately. No check bounced. No credit or debit card was declined. Why is the financial and temporal onus on me in this? I upheld my half. Not only that, but why should they be able to resell a defective product, used, for a profit, when they already gained profit once when they sold it to me. Or they will get a new one from ***** that they will sell at a profit. Why should they profit twice, while I lose? I cashed the check, I accept this is the system we live in, but the complaint stands and I will never step foot in an Ace hardware again.
  
  Regards,
  
  *******************************

*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. ↩