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Business Profile

Hardware and Tools

Big G 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:06/08/2023

    Type:Sales and Advertising 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.
    On May 31, 2023 we ordered an EGO riding mower from the corporate website. It was to be picked up at the Hastings store. The mower was on special for $1,000 off of the list price on the ACE website. The email we received said the mower would be ready for pick up on Friday, June 2. We called the store on the 2nd and were switched through several people and finally to a woman who did not identify herself. She called the corporate office and then called us back that it was only $500 off. We have a receipt showing the $1,000 off. She said they (Big G) don't have the margins to cover that amount. She offered us $500 off and we declined and she cancelled our order. She had made it sound like we were lying about the price (even though we have a receipt) and in fact it was she who lied to us. We have shopped Big G versus going to a box store for years. I am sad that the ownership was disreputable to such loyal customers and they will lose more than the $500 over time with losing our business. I do not know why they knew there was an issue with the order and they didn't bother to contact us about it. Had Big G had a sign on their door that states that they are unable to match corporate discounts - we would have ordered from another store. It was too late to take advantage of the discount by the time we were notified. I believe the very least they can do is to put such a sign on their door. As a former small business owner, I know that stores are dependent on their reputation. Big G ACE is no longer the reputable store it once was.

Big G ACE Hardware is NOT a BBB Accredited Business.

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