Ace Hardware

Why do they even offer items that are not available to them? I would never have messed around for a week waiting on items that I was needing for an event at my house. I ordered in good confidence that they would be in before the 7 days since it stated 1-7 days. Not only did they not make it for the event but now I have to go try to find something that will work on my patio for another event. Very frustrating to have such poor customer service. This looks like an ongoing problem as I have read multiple reviews with this same complaint. Do NOT use them for anything that they offer online, obviously, they just advertise items that are not even available.

After I picked up the 4th can and I got it home, I could see, along with everyone in my family (15 people, it was Easter), that the dot on the new can (a coral color) did not match the dots on the other 3 cans (neon red). I called Ace in Schofield and spoke to Barb. Even in that initial conversation, she indicated that she thought that was impossible. They had done anything wrong but I should come back the next Monday. That was inconvenient for me so it wasn't until a week later that I went in. Barb was there with two other employees. I had taken in a can from the original 3 and the 4th can and showed them the difference. They looked at the dots (employees had dipped in the paint and put a dot on the top of the can) and saw the difference. At first there was much discussion because the labels showing the colors added were the same.

I said I think it is because it is a different batch. Barb said "I'm sure it's the same batch". Then she looked and it was a different batch. She said that shouldn't matter but I said I have been in decorating and batches do matter. Then she took the covers off the cans and said she could not see any difference. I have to admit, I couldn't either, but then it was wet paint and under fluorescent lights. Then she had one of the girls re-shake the can in question and start mixing a new can. After mixing we still couldn't see any difference but I did not want the can in question. Barb told me to paint with half a can and then mix another can and so forth. I said I didn't want to do that.

I had picked out a red and didn't want to risk painting with a coral. I did not want to paint a month or two from now and then see the difference and then wish I had stood my ground, instead of being bullied by Barb into accepting the can in question. She said I don't know what you want me to do... REALLY? I said just give me the new can (which's color dot seemed more on point). Nothing like making me inconvenienced and feeling like I was inconveniencing her. I will shop at Ace but never their paint dept again as long as she is there. And I will be spreading my experience around. She does not fit with the customer service ideals of the company. I would have said this to Ace but they didn't seem to have that option on their website.

Despite my reservations toward purchasing more expensive, the salesperson also talked me into purchasing an Ace extended warranty, since the chainsaw is an expensive piece of motorized equipment. I did not use the equipment for any work – I did not even fire it up once, not a chip of wood was cut. I attempted to start it up for the first time ever on January 28, 2018. The chainsaw would not start and after approximately eight (8) attempts to start it, it began smelling of burnt rubber and I discontinued my efforts and brought it into the Ace Hardware store in Auburn, Washington, located at 308 W. Main Street, Auburn WA 98001. I spoke to the Ace employee at the Stihl Service Desk, who looked at the chainsaw and informed me he thought I most likely “mishandled” the equipment and may have “burned out” the clutch.

He insisted that I kept engaging the clutch to the point of burn out, without considering the other possibilities of equipment defect or malfunction. Unlike my other Stihl equipment this unit took eight (8) attempts, of about 3-4 “pulls” of the cord, to start - and that was one of the first signs of trouble that could indicate a faulty unit. They did not want to consider that symptom as an indication of underlying problems - despite the fact that Stihl prides itself for quick and easy starts. He informed me that if it was a burned out clutch it would not be covered under the warranty because it would be deemed “operator error.” He would not entertain my explanation that the clutch lever or other mechanism could be defective when I showed him that the clutch lever was in the “disengage” or OFF position on the equipment when I started it, like I do my other Stihl saws I purchased from Ace.

He attempted to induce me into paying for repairs. I refused to pay for any repairs but acquiesced to paying a $50 “troubleshooting fee”, and insisted that I had not mishandled the chainsaw. I explained exactly what I did – which was merely to attempt to start the equipment with the clutch lever in OFF, exactly according to instructions provided by the manufacturer, and exactly as they demonstrated when I purchased the product, and exactly how I start my other Stihl chainsaws for years now. The operating sequence is identical to other Stihl chainsaws I've purchased from Ace and I told the employee that I followed the same process with the clutch lever in the OFF position.

The service desk representative then told me there were “other such incidents recently” where the Stihl chainsaw catastrophically failed from a burned out clutch. When I asked for details about those “other cases,” and what the outcome was, whether the warranty covered those similar incidents, he said he was not “made aware” of the outcome of those incidents and investigations. I left my chainsaw that day at the Ace store and told the employee I wanted him to contact the Stihl representative who was responsible for warranty determinations. I informed him that I wanted the warranty to cover a repair or I wanted Stihl or Ace Hardware to provide me with a replacement. I received a follow up call a few days later, from ** who stated that he knew the details of the other case and that the customers were blamed by Ace for starting the chainsaw the wrong way and Ace made the customer purchase another chainsaw.

My chainsaw is the same brand. I asked ** how they could make a positive determination that the manufacturer (Stihl) did not have faulty materials or mechanisms that could cause the clutch to stick in the “ON” position, regardless of the position of the lever that engages and disengages the clutch? He was not able to answer that question definitively, so he repeatedly reverted to “operator error,” which is a convenient escape from warranty responsibility. I not only have the manufacturer’s warranty, but the additional warranty Ace sold me as an “extended warranty.” Ace is now saying neither of two (2) warranties covers a brand new piece of equipment, which has never been used, against material flaws or manufacturing defects. They have concluded the catastrophic failure of my new chainsaw is a result of a single act of operator error, without providing any evidence, explanation, or rationale.

Operator error is not plausible in my case for two main reasons. 1- I've operated and I'm familiar with Stihl equipment for years and the German made equipment is very sturdily built of durable materials, barring an occasional defective part. 2- I have 39,831 hours of documented and verifiable technical experience in aircraft maintenance over the last 22 years working for a major airline- and I'm very familiar with motorized equipment. The only way a catastrophic failure of that degree can occur in a singular moment is due to design, material, or mechanical defects - and those possibilities cannot rationally be ruled out by Ace. No one at Ace has explained how they determined the failure cannot be from design, material, or mechanism defects.

The Service manager argued that even his garden equipment mechanic, who's been doing this work for 20+ years, thinks it is operator error that I burned out the clutch—but I felt obliged to refute that by expressing that I have over 39,000 hours of documented aircraft maintenance engineering experience, during which time I have operated highly sophisticated motorized and electronic equipment - and that his judgement cannot be competing with what I know in my field, with higher equipment. After discussing the matter for a third time, with **, he referred me to the Ace Hardware owner, Darren Jones, as the contact point for filing a complaint.

The only thing certain at this point is that the clutch burned out. Ace cannot know for certain why the clutch did not disengage, despite the fact that the clutch lever was in the “disengage” or OFF position, which is how I start all my chainsaws I've purchased from Ace since 2015. If the equipment that Ace sold me is so delicate that it fails before even using it then there is some type of manufacturing or design defect. Moreover, Ace is defrauding customers if they are selling such faulty equipment and extended warranties on such faulty equipment. Ace and Stihl would rather conveniently blame the customer for holding, starting, and handling equipment than honor either of two (2) warranties they induced me to purchase. It is not plausible that this chainsaw failure is due to operator error.

It is very possible that Ace and Stihl are refusing to honor the warranty of this line of equipment possibly to avoid making good on their promise to customers and not letting other customers know the results of other investigations and outcomes. I believe they are accusing and blaming the customer in order to avoid responsibility under consumer rights. I am asking for full repair or compensation for the chainsaw, that Ace and Stihl honor their warranty, as well as the extended warranty, which they induced me to purchase. I also am asking for a refund of my $50.00 troubleshooting service fee, which was what they charged me on January 28, 2018 to look at the chainsaw.

A couple aisles later, the cashier lady asks again if I need anything (3). I tell her, "I'm just learning the layout of the store, thanks. I really don't need anything specific." They're beginning to be a little pushy. On the other side of the store, after being asked times (4) and (5) if I need anything, I find the drill bit aisle. I'm super excited to find itty bitty ones in stock and make sure to mention that to the next person who talks to me (6). I go on to ask if they sell flex shafts, because by this point I've come up with an answer to their incessant pestering. I get a flat no and am just told about the Dremels, which I say I am reluctant to purchase because my current low rpm one is utter crap.

At various points while I'm in the drill bit aisle I get my phone out of my purse to look up a couple things about rpm requirements for flex shafts as well as a drill bit to wire gauge conversion chart. The most recent guy starts asking me weird questions, like if I go to the local college. I tell him I graduated a while back. After I've selected my drill bits, he offers to take them to the front counter to hold for me. I say, "No thanks, I'd like to hold on to them and continue browsing the other aisles."

Two more times I am asked if I need anything (7), (8) by even more employees before I'm fed up. This whole time I've been polite in denying them. I end up going back to select a spray head for my watering hose. I transfer $5 from my savings to my checking to cover the tax of my purchase. When I get to the register, the cashier girl is walking off to do something, and says as much. Really, after all the pestering? I needed help finally and was put on hold for a couple minutes. She finally checks me out and tells me about the rewards program. I'm polite and ask about a brochure to consider it in the future. This store does have plenty of things I would purchase in the near future.

Here's the kicker! As I get ready to leave the store, a police officer is entering. I didn't think anything of it and open the door for him, as you do in Texas for anyone. He stops me and asks to check my bag. I think he's joking and hand him my Ace bag with receipt and all. Then he asks to look in my Purse! As if I had stolen anything! He tells me he got a call about a suspicious young woman shopping at the store and if there's anything in my bag. I told him the only thing weird in there is an ** I recently got prescribed. He seems surprised, peeks in, finds nothing amiss, and apologizes for the intrusion.

I make sure to tell him that all of the employees had been harassing ME and making ME feel uncomfortable. I later called the store manager and said that I will never visit their location again after what happened. Calling the cops is a little extreme for someone who only wants to browse in peace. Also, feeling pressured to buy something because your employees are bored is equally awful.

The supervisor at the local Ace store called to check on the order and called me back right away. Ace's online ordering group in fact did not have my item in their warehouse and had cancelled my order without notifying me. I was told by the supervisor at my local store said that I was not the first customer to experience this result when they had placed an online order from Ace. He apologized repeatedly and hoped that I would not let this experience negatively affect my attitude about the local Ace Hardware stores.

So out-loud I said to my wife, “This is why I hate shopping in ACE,” and made sure the other customers took notice. I also told the cashier, I would use what I needed and would return the item in two hours back to her for a full refund. She didn't even care and handed me my bag and receipt. Of course I won't return the item, but believe me if Lowe's or Home Depot has something I need I will never go back to ACE Hardware.

Not only was I denied and made to feel embarrassed as if I had done something wrong, Lance, the assistant manager was rude, unhelpful and hummed as he disregarded my concerns and when I requested the manager's name he said - she's right there, go talk to her and hummed again. I actually have gone out of my way to support Ace instead of Lowes or HD. I would have never had that trouble at Lowes, they have always given me the best customer service. From now on, that is where I will take my business as well as encourage my family and friends to do so as well. I don't try to shop at stores that are so rude, and in my opinion just stole something from me. Without a chance to look into something on my own, taking something away from me that I walked into the store with is wrong. The humming and the rude attitude were definitely not appreciated. Poor job Ace.

The customer rep said she'd contact corporate, but it would take 3 - 5 days to even hear back from them!! I called again to cancel, and someone from corporate called me back to follow up. He said they were out of stock but hadn't informed me since they were looking for the item in another warehouse. He said my card wasn't actually charged (which is true, now that I look). Nevertheless, this is a terrible flow of information for the customer and a bunch of needless waiting on nothing. I can't believe that this is how a big company operates in our day-and-age of supposedly-stellar customer service. This is not the way to go. Avoid ordering online from Ace!!

This entire thing took about 10 minutes with an average of 6 customers listening in. One screw and three minutes was required for the repair. While he bolted my exhaust on he told me about another customer he had replaced a riding mower belt for and the customer complained it was not cutting. He told the customer to bring the mower back and discovered a blade was missing. How do you replace a riding mower belt and not discover the blade missing? I don't recommend you have anything repaired at this facility!

I asked to speak with a manager as I was in pain and needing assistance. I was met with indifference and a shrugged off attitude from the owner himself, I was not trying to create an implication for financial gain, I was simply informing them that heavy items such as the one in question should not be hung in such a fashion when packaging is damaged. I was met with near hostility in this circumstance and while I know this sounds like a witch hunt, I assure you it is not. I believe the owner was under the impression I was attempting to fake it in order to receive compensation.

The young cashier named Tom was standing there and advised me that he would tell the store owner what had just happened to me and he said "sorry about that." On Dec 26, I call the store and left my name with Mary to have the store owner to call me and to this day I have not received a return call. I have always bought our lights at Ace hardware. As a matter of fact I think the year before we bought at least 10 new boxes. I main concern is the way he spoke to me. No one was ever told me to "** OFF" before. I would give no stars if I could. Avoid this store if you can.

I was told the stores don't have to sell it to the customer for the price they were given online because it didn't have my name on it. Yet, the reason it didn't have my name was because someone chose to cancel it! Remember, I didn't cancel this order nor did customer service. I think that leaves the store at fault. I asked for a supervisor who basically reiterated the same as the customer service agent. He said my order was "allocated" and he would put a request in to corporate as to why I wasn't receiving any updates. The following day I received an email stating my order was unable to be completed. This order had missed 2 delivery dates to the store and now they wanted to cancel? I called customer service and was told they still showed my order as "allocated" and after checking with another dept they believed the email was sent in error.

They had someone earlier that day with the same situation, different item and their item was already sitting at the store. So, this does happen. Strangely enough, the email even stated that this cancellation notice may be an error on their part! So, I'm told my order still looks good on their end. Well, after several more calls and emails sent by CS to corporate regarding a reply (which supposedly takes 48 hrs), I heard nothing. Another call to a CS supervisor and he sent another request to corporate for a response as he wasn't getting anything from them either. This time he requested they price match the item when it became available again. Well, to wrap this up, about 1 1/2 weeks later, now December 18, corporate has finally responded and has denied the request even though they expect stock in the near future.

Nothing quite like telling you "we plan on more of that item you reserved but we don't want to sell it at that price we promised, even though we are ultimately responsible for the whole mix up." Wow, I have never heard or experienced worse service. In all fairness, it starts in corporate. Customer service has no power to help you. They are in name only. They have no real time delivery system to check (archaic), they use a computer system that sends out automated messages canceling orders and state that "we apologize if this was sent in error", and a corporate office with no direct lines to customer service. I would not bother to write this, if I thought this was just a simple mistake. The company has told me several times they are not really connected to your local stores as they are each franchised. Apparently, these franchises call all the shots and corporate doesn't enforce the orders placed through online services.

I'm hoping this deters people from using Acehardware.com. Don't put yourself through the misery of dealing with a company who couldn't care less about you. Customer service really can't help you and the corporate level fails miserably at customer relations. They don't deserve your business online and if the stores are cancelling online orders (which this appears to be) someone at corporate should have your back! After all, aren't the stores using their company name?