Friday, September 16, 2011

The Not So Helpful Place: Poor Customer Service at Ace Hardware, Maricopa, AZ

This was not the first time I didn't get what I paid for and I'm sure it won't be the last. As usual, the retailer (Ace Hardware) wants to ignore a written warranty, which is a binding contract, and stick it to a paying customer (me). These corporations think they are mighty and powerful. They only want your money. They don't give two shits about the customer once they walk out the door. When something goes wrong after the sale, they simply turn their back on the customer and put up a brick wall. Since I didn't want to get arrested for disorderly conduct (or worse), I have taken this battle to the internet.

My email to Ace Hardware. . .

I'm most disappointed with the way my local Ace handled a warranty problem. On June 17, 2011, I purchased a Powercool 7500 c.f.m. Evaporative Cooler Pump. It had a 1 yr. warranty and should be returned to the retailer if warranty service was required. I paid $28.99 plus tax for this item and after less than three months, it failed under normal use. Today, September 15, 2011, I returned the defective unit to Ace. They refused to honor the warranty and I was forced to purchase another unit out of pocket. I can assure you, I won't be buying anything from Ace if this is how you do business. I'm disgusted!

Ace Hardware
21542 N John Wayne Pkwy.
Maricopa, AZ 85139

I called Ace customer service and was referred to Dial Mfg, the manufacturer of this shoddy product. They (Dial Mfg.) referred me back to Ace. I called Ace again and was rudely hung up on before I even had a chance to yell or cuss.

On my third call to Ace customer service, they told me I would be called back in a day or two. I'll probably never get that call. Meanwhile, it's 95 degrees in my home and only getting hotter. So much for customer service. FAIL!

I put this up (word for word) on Facebook for everyone else to read. I will more than likely be posting a blog about this experience.

Standard Operating Procedure: Ace Hardware passes the buck. . .

Dear Harry,

Thank you for contacting Customer Support at

Please accept our apologies for the issues that you have experienced with your local ACE hardware store. Unfortunately, you have reached the online store and we are unable to assist you with a land-based store related issue. For further assistance in this matter, we recommend that you contact our Corporate Customer Service department at (800)490-7538. They are available Monday - Friday 6:00 AM - 10:00 PM CST and Saturday & Sunday 7:00 AM - 7:00 PM CST. We apologize for any inconvenience and hope this information has been helpful.

Please let us know if there is anything else we can do for you, and thank you again for contacting Customer Support at


Alice C.
Customer Support at

If you have additional questions, please visit our online Help Desk.

Empty apologies while still passing the buck. . . (They are ALWAYS sorry, but do nothing useful.)

Hello Harry,

Thank you for contacting the Ace Care Center, I apologize for the experience you had at your local Ace Store. Helpful, friendly service is what differentiates Ace from our competitors. We apologize for not following through on that promise. Without comments from customers-either good or bad-we can't do anything to fix the problem. Thank you for taking time out of your day to share your feedback with us. It is so important to receive feedback from our customers.

I have sent a copy of your email to the store owner so he is aware of your frustrations. We often find that the owner is unaware of situations like the one you experienced, and once they are aware they can work on solving the problem.

Incident# 904333


Chyna B. Ace Care Center

This delay tactic makes “trust impossible”. . . Just mail me a check, I've wasted enough gasoline, already!


Thank you for reaching out to me regarding this. I am at an out-of-town meeting, but will be back tomorrow. Would it be possible for you to come into the store so I can hear your story personally and determine what we might be able to do that would be equitable to both of us so we can earn back your trust?

Thank you.

Sent from my Verizon Wireless BlackBerry

Retailers ALWAYS deny knowledge of issues. Guess what? Sorry doesn't cut it with me. I emailed management at the local retailer yesterday. I was also promised a phone call. Ace is well aware of this situation and I'm never going to let them forget it. All I wanted is what I paid for. Of course, that was way too much to ask from a greedy corporation. As I said before, we are nothing but serfs on the corporation controlled global plantation. These businesses walk all over the people and we're just supposed to take our lumps and walk away. I've got news for them. I'm not walking away!

“You can cite me for contempt, Your Honor. I don't care.” --Jack Kevorkian

1 comment:

  1. More: We have results.


    Following up on our conversation this morning, I would like to confirm for you that we have credited your card and added 500 points to your Ace Rewards Card.

    As a clarification to your blog, I own Maricopa Ace Hardware individually, so this, or any other Ace Hardware store is not corporately owned. It is one of the reasons why Ace has received the JD Powers Award for 5 consecutive years. Unfortunately, our cashier did not handle your exchange properly yesterday morning. We’d like to think that we get it right 100% of the time, but obviously that’s not correct. We can continue to strive for that, however.

    All I can do now is to sincerely apologize to you for your inconvenience and use this incident as a ‘training opportunity’ to make sure all of our staff are aware of the return policy for this particular product.

    Thank you for being an Ace Rewards Member and for shopping at Maricopa Ace Hardware.

    Mike Richey
    Maricopa Ace Hardware

    21542 North John Wayne Parkway
    Maricopa, AZ 85139
    P (520) 494-7805
    F (520)494-2730