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:01/31/2025

  Type:Service or Repair 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 had recently gone to Ace Hardware to seek a thick tape, like alien tape, for a project I was working on.I had a kid help me in the store and asked his opinion on the tape I was planning on purchasing. He said, Yep, this tape looks like it is about an 1/8th of an inch thick. (although it was impossible for either one of us to tell because the tape is in a roll).I brought the tape home, opened it, and upon trying to unravel it, realized it was more like packing tape. Not what I needed.A few days later, I bring the roll of tape back up there, but didnt have the plastic wrap it was wrapped in. I was told that I need the original packaging to return.I drove back to my house, found the original packaging, and drove back to Ace.When I arrived back to Ace and provided the product, original packaging, and the receipt all purchased within 30 days, a lady named ******* came up to the register, takes the tape from her employee and slams the tape onto the counter and tells me I cannot return the $11 roll of tape for a refund and that I MUST get another roll of tape instead. She told me that it was not in sellable condition because it was opened. She told me I should not have purchased tape if I did not need it, and that the project I was planning on using it for was not for its intended purpose (not that thats any of her business).If ******* had closed her mouth long enough to hear me out, she would have understood that even one of her employees also thought that this tape was thick, and there was no other way to find out except to open it.I have no need for this tape, nor a replacement. They did not have what I needed. I simply just needed to return this $11 role of tape for a refund. After driving there, not one time, but two times, to return it to no avail, is just unacceptable.

  Business Response

  Date: 02/05/2025

  A customer came into our store to return a roll of tape.  We told her it could not be returned because it was not in original condition as it was purchased.

  She returned later with the same roll of tape and had the plastic wrap that the tape came in, however, the tape was still not in original condition as some tape appeared to have been torn off and the end was stuck down to the remaining roll.  This was not an item that we could have put back in our inventory and sold as new.  When I asked her if there was a different type of tape she needed, she said she no longer needed tape and just wanted a refund.  I did ask her at that point why she had purchased the tape if she didn't need it because we have a large selection of tapes in stock.

  Our policy is posted at each register that states items must be returned in original condition.  If we had refunded this transaction, we would have had to trash that item because it was not in condition to put back in our inventory as a new item.