Reviews

Review Details

• Review fromTimothy B

  Date: 02/24/2024

  1 star
  I recently had a concerning experience with Orchards Ace Hardware located at *********************************************************. I had purchased three bags of grass seed online, but I ended up needing only two. Upon returning the extra bags to the store, I was informed that I would receive a refund to my original payment method. However, I later discovered that since I had used some reward points for the online purchase, I would not be refunded for the grass seed that was now in the store's possession.Despite explaining the situation to both the store manager and the online corporate, I was unable to recover the value of the reward points used for the purchase. Furthermore, when I requested to retrieve the two bags of grass seed that were initially paid for with my rewards, I was denied even though the store now has them, and can sell again.It is disheartening to realize that the store would retain both the returned product and the rewards used for its purchase, effectively doubling their profits. This practice raises concerns about transparency and customer satisfaction at Ace *************************************************'s unclear policies, which even the store manager admitted to being unaware of if he were doing the return. He said the store has no way of knowing how I paid for something which reflects poorly on the company's corporate practices so he would not know either during the refund that I would get nothing if I returned the items. They have no way of knowing this to even warn customers that you would lose the points and the products you returned and get nothing. Ignorance is bliss for the store I guess. Keeping your customer service desk blind to how a refund will actually go is very poor judgement by *** Hardware. Certainly it is not customer focused but looks more like corporate profits focused.