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:07/18/2024

  Type:Customer Service 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.

  Ace Hardware on Rowan and *** will not refund money for a lawn edger that is not working. I ordered a **** Built edger from their store and was very disappointed with its performance and decided to return it the next day only to find out its a non refundable item. I am now stuck with a brand new equipment that I wont be able to use and I am out of $250.

  Business Response

  Date: 08/12/2024

  This customer came in and specifically asked an associate to order this exact item.  As stated on our receipts, it is non returnable.  This is specifically due to the vendor rules.   As you can see from our corporate website, the defective policy is C which means the vendor must approve the return.   I personally was not in the store the day this happened to be returned therefore there was not an opportunity to discuss with the customer.    I am happy to fill out the form to contact the vendor if I have the serial number as that is required. The vendor may or may not refund us as it sounds like there is nothing wrong with the machine other than the customer doesnt like it.  In addition, the letter I received from you today states youve tried reaching me several times however this is the first communication from BBB I have received. The only thing I knew about this incident was a negative review on social media. 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22006945
  
  I am rejecting this response because:
  I came in to the store looking for a good quality edger. The sales person said they did not have any gas edgers in stock, I explained to the sales man that I currently have a Craftsman brand at home that I really like but it keeps shredding the belts so it was getting expensive to constantly replace them. The salesman then pointed out the **** Built model that he said he can order online. I did not come to the store for this specific edger, it was offered to me by the salesman. Ive had **** Built lawn mower for years without any issues so I thought this would be a safe purchase. While he was ordering this item I asked the sales person if this item can be returned if I wasnt happy with it, he got quite and never really gave me a straight answer, never once did he say that this item cannot be returned for any reason, I would have never proceeded with the purchase if I knew this information, I do not purchase products of this importance and high cost if a company cannot stand behind their product and guarantee satisfaction. Turns out I was not satisfied with the performance of this edger and wanted to return it or exchange it for a different brand but was shown the door instead. Granted I was not a happy customer at that point but as a consumer I should feel confident in my purchase, I dont have a lot of money lying around, it took me a while to save up for this purchase and *** greatly disappointed. Never again will I shop there, sadly we have been your loyal customer for the past 20 years. I hope it was worth it to you. 
  Sincerely,
  
  *****************************