Complaints

This profile includes complaints for Rocky's Ace Hardware's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rocky's Ace Hardware has 37 locations, listed below.

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  Rocky's Ace Hardware

  40 Island Pond Rd Springfield, MA 01118-1027

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  Rocky's Ace Hardware

  2 Free Street Westfield, MA 01085

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  Rocky's Ace Hardware

  261 W Main St Northborough, MA 01532

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  Rocky's ACE Hardware

  14 Mattakeesett St Pembroke, MA 02359

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  Rocky's ACE Hardware

  1702 President Ave Fall River, MA 02720

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.

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Today, 3/15, I bought three items at Rocky's Ace Hardware in ******: a bag of grub killer and two bags of "turf lime" priced at $12.99. (See receipt and photo of lime with advertised price.)I told the cashier I wanted two bags of the "turf lime" outside and he rang up two bags at $13.99. It shows on the receipt as "pelletized lime", but that was the wrong item. The cashier said it was an item from last year and their system hadn't updated.Since I was overcharged by exactly $2, plus tax, I said just give me the $2 and don't worry about the tax. But he had to call a manager, and the manager rang up a credit for only $1.60 (see other receipt). I pointed out that wasn't enough, and neither one disputed the easy math, but the manager said that was all he could do and then just left, rudely.I asked the cashier for the manager's name, and he said "***. *** ********."Look, I don't need the 40 cents, but I object to a store being caught overcharging, and then being unwilling to actually refund the entire amount. I still want the 40 cents, but I also want an apology, and I want to put the business on record as being willfully dishonest.(The receipts say the manager is "******* *." If the cashier lied to me about the manager's name, I will consider taking legal action.)

  Customer Answer

  Date: 04/01/2025

  A few days after I submitted the complaint and spoke with you, I did receive a call from Rocky's from a customer service manager (not the manager of the store in question). He was very apologetic and said I should visit the store and speak with the manager there. Since I really just wanted to make the store take responsibility, and I have been busy with other things, I have not gone back to the store. They can keep my 40 cents.

  Business Response

  Date: 04/01/2025

  The store associate had scanned the incorrect item, which caused customer to be over-charged.  Customer also used a $5.00 coupon, when you use any type of coupon, it deducts it evenly with the items purchased.  So, if you were to return it, that money would also be deducted and non-refundable.  

  Business Response

  Date: 04/01/2025

  The store associate scanned the incorrect item, and the customer was over-charged.  Along with this purchase the customer used a $5.00 coupon, which gets deducted evenly over all items.  Once the customer realized he was over-charging the associate was going to process the refund, but since the coupon was used, it deducted that money.  The transaction was returned incorrectly, not that we were being dishonest, clearly a training issue.  One we received the complaint, our district manager responded with the following:  

  I reached out to him, and he was very understanding. I apologized for the inconvenience and offered him a $25 gift card as a gesture of goodwill.
  
  He mentioned that he will be picking it up from the store today or tomorrow, and Ive informed ******* (store manager) about this. To ensure that the entire management team is aware, so we can avoid any similar issues in the future.

  
  

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****