Ace Hardware Corporation Complaint - Terrible Return Policy - Returning product from one store to another

Posted by Obsfucation on 2010-10-27:

It seems totally reasonable to me. They can't sell them in IL for the price you bought them for in another state. Why should the IL store take a loss?

Posted by Ytropious on 2010-10-27:

The thing is, it's not very often that merchandise from a different REGION gets brought into a store. It's the reason you have to put in your zip code before viewing a store's Sunday ad online. Different regions have different prices for a variety of reasons. I mean was the price difference THAT much? I can't imagine it being a huge difference. Also I don't mean to be a buzzkill OP, but just because you tell your family and friends not to shop there doesn't mean they will listen. People are free to make their own judgments.

Posted by trmn8r on 2010-10-27:

The policy makes sense to me. They can't give you more for it, because in their store it isn't worth as much.

If they gave you the amount you originally spent for it, when they eventually sell that item they will lose money out of their usual profit.

Posted by SteveWiginowski on 2010-10-27:

If the store is independently run, then it makes sense that they wouldn't refund you the full amount. If the store isn't though, then they should have refunded it to you, since you had the receipt and the overall net effect to the Ace Hardware corporation would have been 0.

This is one of the reasons why receipts are such a huge deal in general. If someone did the opposite, purchased the item in IL and returned it to CO without a receipt, they could have made money.

Posted by bcd on 2010-10-27:

Merchants resell merchandise at a price above their purchase price to make a profit. When a merchant resells merchandise at their purchase price they do not make a profit and actually take a [minimal] loss due to overhead costs. They also lose the profit they would have made by not selling other in-stock merchandise instead of the items they bought back from a customer. If the merchant buys the merchandise at a price higher than what they sell it for, their loss is even greater.

Ace Hardware was more than reasonable in this transaction.

Posted by Venice09 on 2010-10-27:

Agreed, Steve.

Posted by werelucky on 2010-10-28:

I love going to my local, independent, ACE Hardware store. Always great customer service even if I'm buying a .10 washer. You should be complementing this store for taking your items back. The bottom line is that it is costing this other owner money to take your item back. There are plenty of other franchises out there that are independently owned that don't print it on the receipt. It's your responsibility to know that. It doesn't sound like you were much of an ACE customer anyway so I doubt that they'll miss your business.

Posted by Jonothan on 2010-10-28:

Most of the comments to my original post missed the point (or maybe I should have highlighted it more). The amount of money wasn't the issue, as much as the tone of the response as well as the reason I got. The cashier made me feel like it was my fault that I didn't know each store was run independently, consequently any returns will be at each store's discretion. Like I said before, this was new information. Also, her rude response: "your otion to keep it or return it to Denver" is not excellent customer service. I would have rather she said: "I understand your frustration about our policy and apologize that our stores don't clearly make this policy know during shopping or check-out; also I will let our Management know about your feelings". Since I do a fair amount of purchasing at home improvement stores, as well as my friends who are remodelers and builders, I will make sure they all know about this policy (but more importantly, the rude manner in which the cashier treated me).

Posted by yoke on 2010-10-28:

When you bought the items did you ask if you could return them to another store in another state? I can't see the cashiers having to tell every customer that they are independently run.
I don't see how the cashier saying you can either keep the item or return the item in Denver was rude? The cashier was telling you what you had to do. Sounds like because you were told options you did not like the cashier was rude.
Why not send the items back to Denver and have your daughter return them and send you the money.

Posted by Nohandle on 2010-10-28:

I'm confused here Jonothan. You stated: I got a lower return price (and not due to different tax) because the Store in Batavia sold it at a different price. Did the cashier agree to a refund even though it was not purchased at that particular store and not at the purchased price? What conversation transpired after that up to the point of you being told to either keep the items or return them to the Denver location? Sincere question.

Posted by Prince-Caesar on 2010-10-28:

I disagree with most of you on this one. Almost all stores accept returns to other stores. If the OP had her receipt, then she should have gotten her full money back that she paid. Regardless of what that store is selling it at, the customer PAID the higher amount. ACE already has her money for the purchase. Why should ACE get to keep a portion of what she paid for the item? It only seems reasonable to me that she gets her full refund back. Its not the customer's fault that ACE has a lower price for hte item at the other store. If stores want to be this nitpicky, then they need to just have a policy that does not allow returns period. Of course they would never create that policy because they would lose too much business.

Posted by Ytropious on 2010-10-28:

It's because at most stores, they are not independently run. Think of it like a franchise. The franchises at the airport have to jack their prices up because of the high cost of renting the space. Should someone who bought at a franchise in the airport be allowed to return to a store that doesn't charge that high of a price? ESPECIALLY if it's a franchise or independently run and the money isn't going straight into one giant pot for the company? That is the issue here.

OP I also don't think the cashier was trying to be rude. I'd like to hear exactly how you sounded to her. Probably frustrated and upset. Canned spiels like you wanted are nice, but I think the reason you are really interpreting her as rude is because she did not want to do your return.

Posted by yoke on 2010-10-28:

Agree YT. I know the Ace's in my area are all owned independently. I doubt the cashier was rude, just because the cashier could not do as the OP wanted does not mean she was rude.

Posted by Ytropious on 2010-10-28:

So are mine. I mean don't they make a point of putting the "locally owned and operated" front and center? That's like their big claim to fame.

Posted by Prince-Caesar on 2010-10-28:

Well I never knew they were locally owned and operated. Ive never been a fan of ace to begin with. Just another reason to not shop there, im my books.

Posted by Jonothan on 2010-10-29:

This is the first time I used "my3cents" and the opposing comments I received were interesting, to say the least.
My reason for writing about ACE's policy was to give you all notice about my experience. Why do so many people have to write about their "wonderful" experience at ACE? Do you really think I would change my attitude about the bad service I received, because someone else has had good service? Come on, be serious.
To re-cap, ACE didn't want to refund the actual cost of the items, not because they are independent, but beacuse of the profit hit they would take. You should know that the price I paid for my items, is not the same cost for the Store Owner. In there is the profit, SG&A, etc.
In my situation, what would constitute "great customer service" in my mind would have been to refund the amount I paid, and absorb the few cents of profit hit. That would demonstrate to me, that ACE really was interested in being the "helpful hardware store" not the "we are about the profits" store!
I also find it strange that various persons posting to me, think I should be happy about getting a refund at all, like "find something I like about the situation".
So when I called Corporate number, I gave them all the details about the Batavia store experience and my telephone number, so I could find something I like. Then I was put on hold and eventually disconnected. I would have hoped that someone from Corporate would want to discuss this with me. I have not heard one word back from them. That's why I searched for a forum to explain my dissatisfaction.
With many HI stores out there, including the big boxes like Home Depot and Lowes, consumers have options to shop at other places. Again, I have not heard any opposing comments that had true helpful advice, that would allow me to change my opinion of shopping again at ACE. So, please save your time and efforts from replying, because most of you frankly sound like ACE Store Owners or their wives.

Posted by Andrea13 on 2010-10-29:

Jonothan, I have no interest in getting you to change your mind about Ace. I appreciate you sharing your story here, regardless of the experience.

Posted by Nohandle on 2010-10-29:

I believe Ace Hardware works much the same as, for an example, an IGA grocery store. They are independently owned but belong to what amounts to a buying group. They pay a fee to be a member and then their individual store purchase prices depend on volume purchased. This might very well account for the difference in the price offered you for a return vs what you paid in another area.

We are glad you are a new member and welcome aboard.

Posted by yoke on 2010-10-29:

With the economy the way it is why should a small hardware store have to take a hit because the OP? ACE is not like HS or Lowes. Why can't the OP send the item back to his daughter and have her return the item and send the refund? It may cost the OP money, but that is exactly what he is expecting ACE to do, take a loss.

Posted by Ytropious on 2010-10-29:

Why should their profit take a hit? If you ran a business would you be fine losing profit? Companies are in business for one reason and one reason only. TO MAKE A PROFIT.

Posted by Jonothan on 2010-10-29:

I found the ACE Return Policy on their website. This is the only printed return policy I could find anywhere on their site. Read it and tell me where I should know (or even suspect) that returning my purchase to a different ACE store, could result in a different money back amount. Interestingly, it even states that if I follow all directons, I am assured of "full credit" which in my situation, I assume means "full cash" back, not partial cash back.


30-Day Return Guarantee

We want you to be fully satisfied with every item that you purchase from www.acehardware.com. If you are not satisfied with an item that you have purchased (excluding Gift Cards), you may return the item up to thirty days after the original purchase date. We recommend that you make returns of online purchases to an Ace retail store near you for in store credit, minus the shipping, handling or other charges. If you do not have an Ace retail store near you, please contact a Customer Service Specialist by calling 1-866-290-5334 for complete return instructions. Please refer to our Return Instructions for more information about returning a purchase.

The item must be returned in good condition, in original boxes (whenever possible), and with all paperwork, parts and accessories to insure full credit. After 30 days, please contact the manufacturer directly.

Posted by yoke on 2010-10-29:

Problem is you did not order from Ace.com you bought from another store and they are not obligated to return items from other stores.

Posted by Venice09 on 2010-10-29:

Jonothan, yoke is right. That return policy is for purchases made online.

Although this refers to a different location, here's an example that might help you understand how independently owned stores handle returns from other stores or online:

~We recommend that you make returns of purchases from Seaboard ACE Hardware only to Seaboard ACE Hardware for in store credit, minus any shipping, handling or other charges that may have been applied at the time of purchase. Because Seaboard ACE Hardware is an independently owned and operated retail store, we do not accept returns of non-stocked merchandise purchased at any other ACE Hardware store. Items purchased online from www.acehardware.com must be returned to ACE Hardware Corporation for proper credit. Seaboard ACE Hardware is not responsible for items not purchased at this store.

The Batavia store may have a similar policy. If that's the case, you are lucky they took the merchandise back. I know it's disappointing but sometimes returning things to a different location is risky.