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Business Profile

Hardware Sales

Yorkville Ace & Radio Shack

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardware Sales.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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 type

  • Initial Complaint

    Date:10/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I am writing to formally express my extreme dissatisfaction with the way my warranty claim for a Big Green Egg replacement part was handled by your Yorkville, ** location. The experience has been nothing short of frustrating, unprofessional, and disrespectful to my time.I first received warranty approval from *** in June 2023 and promptly began the replacement process with ****, the store manager, in early July 2023. From that point forward, I was subjected to more than a year of delays, excuses, and unfulfilled promises. **** and the store repeatedly assured me that the issue was related to shipping or manufacturer problems, but month after month, no progress was made.After a full year of being misled, frustrated, and kept in limbo, **** finally admitted on July 18, 2024, that he had dropped the ball and apologized, offering a $50 gift card as compensation. Frankly, this gesture was insulting given the amount of time and patience I invested. I was told at that point that the Big Green Egg replacement was included in the next shipment, and I expected to receive it shortly.However, by the end of August 2024, I still had not received my replacement. When I visited the store again to follow up with ****, I was told that Big Green Egg had implemented a new process and that I would now need to restart the entire warranty process from scratch. This was the final straw.The way this situation has been handled is beyond unacceptable. For over a year, I was given excuse after excuse, only to be told at the end that the process must start over. My time and patience have been completely disregarded. This entire experience reflects poorly on both Ace Hardware and its management team.I am requesting appropriate compensation for the unacceptable way my claim was handled and the unreasonable amount of time I was forced to spend dealing with this matter. The $50 gift card is not sufficient given the inconvenience I expect a response and meaningful resolution promptly

Yorkville Ace & Radio Shack is NOT a BBB Accredited Business.

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