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Business Profile

Hardware Sales

Ace Hardware

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardware Sales.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/24/2025

    Type:Product Issues
    Status:
    Answered
    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.
    My husband originally purchased his first ******* Axe from the location in October. He used it for its intended purpose of splitting firewood. It was working great till he noticed the epoxy and the fiberglass in the handle was breaking. The handle would flex everything he swung to split wood. I went in to exchange it and let them see what was happening. They exchanged it with no problem and the workers were willing to help. The second one was working fine but within a month and a half it was starting to do the same thing. I called and talked the manager, *****, and explained to her what was going on and what we were looking to do was come in and get a wooden handle for it. She said to bring it in so they can help us. We went in and she greeted us and was going to get some help for us. The owner came out and immediately wanted the receipt and didn't let my husband tell him what he wanted. If he would have said they didn't have a handle to fit we would have just left and found one elsewhere. When he saw us he lied and said that he doesn't carry them even though his one employee had gone back and grabbed the same exact one.He yelled so everyone could hear that he refused to sell us anything, especially another axe. All we wanted was a handle to fit the axe head and be on our way. Him and his one worker ****** mocked my husband for being dirty and the axe for being dirty even though it was put away in the dry after each use. We didn't abuse it and used it for its intended purpose. We aren't the first ******** that the owner has discriminated against, he has been known to kick children out of his store for no reason at all.

    Business Response

    Date: 03/10/2025

    We replaced the axe once for the customer.  They broke it a second time and we issued them credit for the second axe.  We refused to replace the axe a second time because they would have keep breaking them.  The customer is not out any monies.  They have been credited.  The axe was covered in soil which indicates it was not being used correctly.  I am sorry they are upset, but as I stated we replaced it once for them and the second time we gave them credit.  Not really sure what the issue is here.  I am not going to continue to replace axes for people who keep breaking them.  An axe should last a lifetime if used correctly.  Thank you.  ***** ***********

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