Ace Hardware

On a Saturday morning of 27 Aug 11, I went to buy a few expensive items for the hurricane Irene in case we lost power. The storm wasn't so bad so I never had to use the things that I bought. I never even took them out of the bags. Then, I took the items back on Monday (29 Aug). As soon as I walked in the store, the owner told me that since it was the weekend of the storm, I could not return the things I bought. He never even looked at the the stuff. They were items that could be resold: $7.99 flash light, two $13.99 oil lamps, one pack of batteries for $13.99, and three bottles of oil for the lamp for $3.99 a piece. He didn't even look that I was only returning things that I didn't need (I kept some of them).

I purchased a chip key from Ace Hardware in Brandon, FL and the key not only quit working, it also caused the security system in my car to believe that it was being stolen so it would not start. I had to take my car to have an original key made and programmed to my car. I was without a car for two days as well as the $170 cost for my car to be reprogrammed. I called the manager Bruce at this location and he not only refused to take any action to make this right, he also literally laughed at the fact that I would even think he would. He says that this is my issue even though I could show written proof that the key caused the problem.

They sold me a Reliance 606 gas water heater in 2009. This model is known for bad pilot light not working issues. They are aware of this problem but will not stand behind the product they sell. They refused to be of help telling me to take the water heater apart and bring in the defective part for exchange/replacement. I have no hot water and I am out the price of a new water heater or plumber charges to try to fix this one. 2 hour job at $70 per hour.

Three and a half weeks ago, I purchased a Toro Trimmer from the ACE Hardware store in Corona. I have been doing business with this store for over 20 years. The trimmer began to break and fall apart after 3 weeks of light use. Today, I took it back. The receipt said, Original receipt is required for refund or exchange within 30 days'. I took it back with the original receipt and was told I could not get my money back because I did not bring it back in the original box. Now, how many people keep the box after they open the product and use it.

They refused to give me my money back. I talked to a store clerk by the name of Phil. He was very abusive and unprofessional. He told me to come back and see the owner which I will the following day. If they refuse to give me my money back, I will be forced to file a civil suit against the store. Beware, this ACE store practices consumer fraud. Please avoid the ACE store in Corona on 6th Street and Lincoln.

I brought a Reliance 606 Heater in 12-07. It started having pilot light going out after shower, dish washing, etc. They took parts back. I was told the part was rusted. I called in a plumber and the gas company to look at the parts; no rust was found. A part was replaced. Again the same thing happened. I just brought another part. If this doesn't work, I will contact BBB on this. I never will buy this product ever again. This heater is less than 3 years old. Thank you.

I've been a customer of Rocky's Ace Hardware in Westfield, Ma for 30 + years. When their Ace rewards came out they signed me up. For the first year I got a $5.00 gift certificate then after that I received nothing. I've purchased hundreds of dollars worth of items throughout the next several years. I inquired why I wasn't receiving any rewards gift certificates during this time and they looked me up on the computer to find that my address that they had taken was incorrect. I gave them my correct address and filled out an address correction card. Only now I get a new card in the mail.

For all the time and money that I'd spent throughout all these years I've not received any reward certificates whatsoever. The problem that I thought was corrected several years ago was only recently discovered that my address was never corrected. I had discussed this with the store manager and was told that there was nothing they could do about it. Therefore, I let Rocky's Ace Hardware know that, after over 30 years of being a customer and the inefficient way that this situation was handled, I would no longer be a customer and spend my money at their establishment.

I regret that I have to do this because I enjoyed shopping and doing business there for so many years and met some good helpful people there while purchasing their products. It may seem like a trivial thing but it is not to me. I've done my part to rectify this situation. If Rocky's Ace Hardware chooses to rectify this situation with some sort of compensation I would be willing to entertain my returning as a customer to their store. I may be only one customer but I have been a good loyal and frequent customer.

I purchased an Ironing Board on line. it came in a plastic bag, that was open at both ends. parts are missing. The customer service center has been contacted, and I was told that someone would call me back. no one calls back.

He may have kept my 59.00, but I assure you that he lost ALL of my future business.

I give this store an F- rating in customer service. I purchased the wrong size hose for a pool filter at this location, and it was $45. It is a durable piece of hose, but it's a $45 paper weight because they would not let me return it for the correct size because they had to cut it. It's a 14' length! Sure, they could have sold it to someone else. I even got all the way to the manager, but they refused to help me. That's what I get for trying to help a local business. I guess Home Depot and Lowe's are the way to go from now on.

I am writing this for my uncle. He is elderly and in poor health. His home was damaged inHurricane Katrina and he had to replace the carpeting throughout the entire home. His insurance company did pay for this. Jim lives in a rural area with a limited choice of vendors. He purchased the carpet through 1st Ace Hardware. It was manufactured by Beaulieu Carpet. The total cost was approximately $9000.

From the beginning there were problems with the carpet. For three years there has been an escaling series of problesm with e carpet. It stains easlity and tey will not come out. The carpet is unravelling on the steps. It has huge ridges in it. The vacumm has to be emptyed after every room becauyse so much pile comes up. The company sent inspectors who stated the problems were not with the carpet.

About 2 years after the carpet was installed we found out that Ace did not install the pad that was listed in the contract. The installed a cheaper pad. We have proof of this. The manufacturer's own website states this is the likley cause of all the problems. We filed acomplaint with the Attorney General's office but Ace refused to cooperate so nothing was accomplished. The local lawyers all do business with Ace Hardware and are not interested in te matter. In addition Jim is on a fixed income.

After only 4 years the carpet needs to be replaced. It will cost over $10,000 to do this.

I ordered a product known as Healthy Companion Gas Aid for Dogs. When it arrived I noticed a smell when opened. Low and behold it was expired for over seven months. I immeditely contacted the company and they said send it back and that my account would be credited. Up to this date, my account has not been credited and the product was returned and received by them on May 15, 2008. I feel this company should be more careful with their shipping of expired products. I was very unhappy the way I was treated. Thank you. I am still being charged interest on my credit card for the amount that they have not credited.

Let me start by saying my name is Cynthia a single mother, homeowner that purchased a lawn motor from Ace hardware located at Atlantic Boulevard Jacksonville, Florida 32225. On April 27 2008 I purchased a Poulan Pro Self-propelled 22" Deck FWD Ace# 187248. I had a coupon out of the Mint for $20.00, my final cost was $246.43. The stores return policy is posted above the doorway when you come in. I do not remember the entire posting but the parts that pertain to my purchase were as follows: all sales over $250.00 will take 10 to 14 days for the check to be mailed from Corporate, You must have sales slip or only a in store credit will be given, All sales after 30 day are final, and only the manufactured warranty will apply.

I used my lawn mother for the first time on Sunday May 4, 2008. I first added the oil and filled up the gas task. When I tried to start the motor the pulley was not pulling out so I play with it a while until it finally released and I was able to start it. Once cutting the yard at one point I had to move the garbage can and let go, turned to move the can and had to chase the lawn motor it did not disengage it keep going ( I made the commit to myself that this is not put together correctly). I finished cutting the grass and now the motor would not shut off.

I called a friend, went to a neighbors but he was not at home so I called the store, and spoke with Doug the store manager. I explained to him that I just purchased this lawn motor using it for the first time and explained my problems, he told me to pull on the cord but I still could not get the lawn motor to stop running. I called the store back spoke with Doug again told him I could not get it to shut off and that it would have to run until it ran out of gas. I told him I would bring it back to him for him to change it out as it was put together wrong.

Doug got upset and raised his voice telling me, I could not bring that back to him and that I would have to go under the warranty exchange policy! I informed him that I purchased this 5 days ago and that I was not about to take a lawn motor in for repair after 5 days and there store policy states in store warrant for the first 30 days. I said I tell you what I will just bring it back and get my money back. Doug says fine. I ask him if he is working tomorrow because I have no ideal when this will stop running and then it will be hot. Doug stated he would be working on Monday, said will see you after I get of work tomorrow.

The following day I worked a little late called the store once home to find out what time they closed and to let Doug know I was on my way. But the young lady that answered informed me that he had not come in today, but if I was the lady with the lawn motor she knows all about it. Once arriving to the store the young man inside came out to the door and got the motor. I went to the counter with my paper work and waited the man came back empty handed asking me for the number. I asked why and where was the replacement, he then says we are not replacing you motor, he stated "Doug told him to put the motor in the back get my name and number and he would call me in a day or so."

I told him that is now what Doug and I discussed and if he it not going to replace it then I want my money back. He stated that he was not authorized to refund any money; I informed him he needed to call Doug so he could authorize a refund. He calls Doug and talks, hangs up and tells me that Doug said he is not giving me back my money and he will not replace the motor. I then told him he needed to call Doug back because I was not leaving without my refund. He walked away so I told the girl behind the counter the same thing.

They called Doug back and hands me the phone he immediately starts raising his voice telling me I am talking time away from his family and how dare I interrupt his personal time with his family. Well the words started flying I told him would be home with mine if I was not sold a motor that did not work properly and then they do not want to honor there own store policy posted on the wall. This man starts telling me, that it's my problem if I did not read the owners manual to the motor before I brought it. I thought that was crazy and told him to give me my money and he will never have to worry about me stepping foot in his store again he refused and stated I needed to leave his store before he calls the police and I inform him to go ahead call them because he was in the wrong.

After Doug hung up on me he called right back and got the young woman at the counter and instructed he to call the non-emergency number for the policy and tell them I refused to leave the store. I apologized to the young ladies at the counter, and they stated they understood and that I had not done anything wrong and we continued to talk until the police came. The policy stated even though I was within the stores policy posted to the walk and why they would not give me back my money they did not know. While talking with the police they rolled the motor back out from the back and the young man stated it works now, but it didn't. When he sergeant helped lift it into the car the cable popped out and the handle fell off, and the officer made the comment they really did a good job at fixing this.

I have loss gas in both my truck and the lawn motor I have never been so humiliated in all my years. In a store with policy posted that they do not go by. I think they should be fined the steepest fine the law allows. I do not think that any store selling to the public should be allowed to treat anyone in the manner. They made me feel as if I had done something wrong when the only thing I did wrong was walk into the store and spend $246.50 on a lawn motor that I thought worked but did not work propertly.

I bought a kerosene heater (heatsun) for $139.00 from Ace Hardware. Within the 30 day the knob stuck on. And it was stuck on high. So I tried to return the heater. I told Kevin that it was not safe. He refuses to give me my money back or a replacement. I don't even want a replacement, because it is unsafe. He said that he was sending it back to the manufacturer. And that I had to wait to hear from them. He said that he does not refund money. I said where is the sign that says no refunds or replacements. He said I don't have to have one. He was very rude and sarcastic. I will never shop there again.

No physical damage was done. This is a malfunction problem for five years.

I purchased 3 portable DVD players from Ace Hardware of Satellite Beach, FL on 11/25/2005. These DVD players were advertised in the November 25 ACE Hardware Newspaper Ad as door buster specials. When I purchased the DVD players I asked the cashier if they could be returned and she pointed to the sign on the cash register that said that you have 30 days with a receipt to return items. The return policy is posted on the back of each cash register.

On December 4, I tried to return one of the DVD players. The manager was not at the store so the cashier called him at home. He told the cashier that he would not take it back. I got on the phone and explained to him that he has a POSTED 30 day return policy and I had the receipt. He told me that they were doorbuster items and he didnt want to take them back because he doesnt normally carry those items. He was very surly and difficult. I then contacted another ACE Hardware in the area. They said they would take it back if I had purchased it at that store. However, since they are individually owned they cannot take a return from another store. They provided me with the number for ACE Corporate.

December 5 I called ACE Corporate customer service and spoke to Audra. I told her that not only do I want to return the one DVD player, I want to return all since it is clear that if anything happens with these players I will never get any customer service from this Ace Store. She called the store owner (Jeremy Norcross) and tried to work it out with him. He still refuses to take back the items. ACE Corporate says there is nothing more they can do.

My elderly parents are retired and live in Melborne Florida. They had some friends over for a dinner party the other night, and the disposal and the drain stopped-up. My dad bought a popular drain cleaner, which did nothing to fix the problem. He then went to Ace, and asked the sales person if he could recommend something stronger. He told the sales person what the problem was, and the sales person recommended a particular commercial strength drain cleaner that he felt would do the job.

The problem was, the drain cleaner was 1.not to be used in a disposal, and 2. was not to be used in a stainless steel sink. My parents are fairly sure these warnings must be on the bottle, but because of their age (my Dad is 80) and failing eyesight (My Mom has cataracts in both eyes) they relied on what the sales person told them. Needless to say, they now have to replace both their sink and the garbage disposal.

My question: does the store have any liability? It seems to me that a store that deals with people in Florida must surely have experience with elderly shoppers in need on assistance. From a legal point of view, do they have a leg to stand on? What, if anything should they do? It's not that they can't afford to repace the sink and the disposal, but I feel they should not have to.