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Business Profile

Hardware Sales

Cotton's Ace Hardware

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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  • Initial Complaint

    Date:08/21/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 bought a ********* zero turn mower i had it 2 weeks and been in the shop for the last month to month and a half. it was new special order. ******* doesn't know what is wrong with it i have been given the run around. told that cottons would call me back and don't receive any calls. I don't think that i need a 3600 dollar lawn ornament . I would like a new mower in 2 days and or my money back for the trouble its going to take to get my 5 acres cut and under control again../

    Customer Answer

    Date: 08/23/2023

    The issue has been resolved. They sent it to their mechanic to be repaired and I will be getting the mower back today or tomorrow.

    Business Response

    Date: 09/03/2023

    THE CUSTOMER IN QUESTION WAS TOLD BEFORE THE PURCHASE WAS MADE THAT IT WAS A SPECIAL ORDER ITEM THAT WE DO NOT STOCK SO IF THEY WERE TO PURCHASE IT AND THERE WAS AN ISSUE, THEY WOULD HAVE TO GO THROUGH THE MANUFACTURER FOR ANY WARRANTY ISSUE THAT MIGHT ARISE. CUSTOMER DECIDED THAT WAS THE MOWER THEY WANTED AND MADE THE PURCHASE. WE ORDERED THE MOWER FOR HIM. ASSEMBLED THE MOWER WHEN IT ARRIVED AND THEN TESTED THE MOWER AS WE DO WITH ALL MOWERS WE SELL AND THERE WERE NO ISSUES WITH THE MOWER. SO WE THEN ARRANGED DELIVERY OF THE MOWER AND DELIVERED IT AT WHICH POINT THE CUSTOMER STARTED MOWING. AFTER 2 OR 3 WEEKS HE CALLED AND SAID IT WAS ACTING UP. HE WAS AGAIN TOLD HE WOULD HAVE TO GO THROUGH THE MANUFACTURER, WHICH I GAVE HIM THE NUMBER TO REACH THEM. HE STATED THAT HE WOULD AND HUNG UP. THE CUSTOMER THEN CALLED BACK AND STATED THAT THE MANUFACTURER HAD AGREED TO REPAIR THE MOWER AND WHERE TO TAKE IT TO GET THE WORK DONE. HE CALLED THEM AND TEHY WANTED TO CHARGE HIM A PICK UP/DELIVERY FEE. SO WE OFFERED TO HAUL THE MOWER TO SAID REPAIR PLACE FOR HIM AT NO CHARGE. ONCE DELIVERED TO THE REPAIR SHOP THEY COULDN'T FIND THE ISSUE AT FIRST THEN AFTER TRADING CALLS BACK AND FORTH WITH THE CUSTOMER AFTER HE WAS COMMUNICATING WITH THE SHOP, WE WERE TOLD IT WAS FIXED AND READY TO BE PICKED UP AND DELIVERED. AGAIN, WE PICKED UP THE MOWER AND DELIVERED IT TO THE CUSTOMER AT NO CHARGE. THE NEXT DAY HE CALLED BACK AND THE MOWER WASN'T FIXED. AFTER HE TALKED TO THE SHOP AGAIN, THEY FINALLY GOT ALL ON THE SAME PAGE AND FIGURED OUT THE PROBLEM, SO ONCE AGAIN, WE WENT AND PICKED UP HIS MOWER AND DELIVERED IT TO THE SHOP WHERE THEY DISCOVERED SOMETHING IN THE GASLINE THAT HAD TO HAVE COME FROM THE CUSTOMERS GAS CAN. AFTER TESTING THE MOWER FOR AN EXTENDED AMOUNT OF TIME, THEY COULD NOT GET IT TO ACT UP SO THEY HAD US TO DELIVER THE MOWER BACK TO THE CUSTOMER, WHICH WE DID AND THERE HAVE BEEN NO MORE ISSUES AS OF THE CURRENT DATE. THE CUSTOMER, HAROLD, CALLED THE NEXT DAY AND APOLOGIZED FOR HIS BEHAVIOR AND THANKED ME FOR DEALING WITH HIM. 

Cotton's Ace Hardware is NOT a BBB Accredited Business.

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