Ace Hardware by Chatfield — Local services in Oxford

Terrible Customer Service / They don’t accept RETURNS – Disrespectful and Unprofessional Experience

I had one of the worst customer service experiences at Ace Hardware located at 300 Oxford Rd, Oxford, CT 06478.

I went to the store to return a product I had purchased just 3 days earlier. The item came incomplete and missing parts. As soon as I approached the employee (that didn’t even look me) the elderly woman immediately refused to accept the return without even asking what the issue was. Her attitude was extremely dismissive and defensive, as if simply mentioning a return was an offense.

I calmly explained that the product was defective and that I was still well within the legal return window. Still, she did everything she could to avoid processing the return, and never even opened the box to check the product.

After much insistence on my part, she finally said she would “only accept the return if she had the same item in stock.” When I pointed out that the product was indeed available on the shelf, she pretended to scan the invoice barcode with a scanner that was clearly turned off, then said, “See? It doesn’t even scan.”

Even when confronted about the scanner not working, she offered no alternative, no return form, no solution whatsoever, despite the fact that I was well within my rights and within the store’s stated return policy.

In summary: I was treated with disrespect, suspicion, and indifference just for trying to resolve a legitimate issue. The service was completely unprofessional, lacking any empathy or willingness to help.

I do not recommend this store to anyone. There are plenty of other hardware stores in the area with far more respectful and customer friendly service. Consumers should not have to beg for their rights...

The elder lady with short black hair and big glasses was very rude, pushy, and had poor salesmanship. I walked in with a list of things to check and pick up, first stop was paint. As I was looking at rollers and pans she approached me asking if I needed help. I said I would in a bit for paint but that I wasnt finished looking at the colours n supplies. She immediately pushed for me to tell her the paints I had picked out. Figured if go along with it so it could be mixing while I look. She was snappy about the finishes of paint despite me telling her I wasn't finished looking so I hadn't decided. She brings me over to prices... 50 dollars for a gallon of simple white seemed a lot to me so I said "Sorry I think I'm going to check somewhere else for that." She shoved the paint swatches back at me and said "Ok whatever" and completely walked off. The pushiness, snappy, rude behavior made me put what I had picked out back and walk out without even looking at half my list. I don't recommend them for any kind of consulting if this is how they treat a simple...

I am sorry to write this review. I went to Ace in Oxford to purchase an item, and while there inquired about the return policy after I purchased the item. They were not taking returns due to COVID. I was not pleased with this so I returned the product before leaving. Funny how my bank account gets charged immediately, however, the return will take a week. I called to question this and they had no time for me and put me an extended hold. I was also told after I had to wait in a long line to enter, that I was to do no shopping. Only to get what I needed and get out. HMMM, how on earth could I possibly get what I needed without shopping. A bit over the top, considering we all had masks and they had more workers than shoppers in the store at any given time. Not helpful at all. I am reluctant to give them my business in the future. I have had a handful of not too pleasant experiences so far there. :(((( Not...