Complaints

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:07/21/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I purchesed a $13.99 dimmer switch plus tax from Ace Hardware while on vacation in ************, ** (and the item is within the 30 day return window,) for my home that is 90 miles away. Upon returning home I realized this switch would not work with my home's wiring and I left the switch in the original packaging unopened. I also have the original receipt. As I figured ACE Hardware is a nationwide chain and the "Friendly Place" I could just swing by my local store and return this item in *****, **. Upon entering the store the clerk was extremely rude, informed me she could not do the return as it was not the original store it was purchsed at and advised me to either drive the 4 hours to return the item or call other stores and beg them to return my dimmer switch. I checked the receipt and there is no return policy on the back of the receipt. I then called the corporate store and she also advised me that I would need to drive 4 hours to return the item to the original store for a refund. Not counting 4 hours of time but this trip would also cost me around $75 in gas to return a $13 item, this is completely rediculous, it would be cheaper to throw it in the trash. I asked the corporate rep why people are not informed of this with a return policy ahead of time and she could only apologize, she said the policy isnt even listed online and she agreed that this is a problem. With ACE being a nationwide chain I dont see why I should have to do all of the leg work, spend $75 in gas and 4 hours of my life I will never get back to return an item, major chains like ********** or Lowes I can purchase anything from any store and return said item in any store across the entire *************. *** is ridiculous, I will never shop there again and honestly I will make sure no-one I know will shop there either. In our town there is a ********* and Lowes very nearby, I will go to them evrytime and avoid ACE completely. Basically with no policy this is a bait and switch scenario.

  Business Response

  Date: 08/08/2023

  Ace stores are all independently owned, and as such, we have no control over what another store *** do.  The customer has not reached out to us in any way, as we have a generous return policy that would include a refund the next time that he is in town. In this instance, the complaint is not against us as a business, but rather, as a complaint against the corporate structure and/or the Lacey ***************

  Business Response

  Date: 08/08/2023

  Ace retail stores are all independently owned, and as such, we have no control over the policies of another location.  Our return policy is quite generous and would include a full refund for the item on his next trip to ************, should we have been contacted about the problem.  Unfortunately, we did not have the opportunity to right the situation, as the customer did not reach out to our location.  

  Business Response

  Date: 08/09/2023

  Ace stores are independently owned and operated.  We honor our 30 day return policy, or any other stores return policy that meets our return policy criteria.  This particular item is one that is not stocked in our store, so the return was denied solely on that fact.  If the item was unused and in its original packaging, purchased within the last 30 days and a stocked item for our store we would have gladly returned the item, regardless of the original purchase location.  While we understand this may be an inconvenience to some customers, we don't believe we should 'pay' customers for products that we have chosen not to sell in our store to begin with.