Roseville Ace Hardware — Local services in Roseville

“Traeger Grill Sold Defective – No Help from Assistant Manager. Be Warned.”

I purchased a Traeger grill from Ace Hardware in Roseville, CA, and it was defective right out of the box. The auger wouldn’t turn, which means pellets couldn’t move to the firebox, making the grill completely unusable. Per Traeger’s own instructions, you’re supposed to season the grill with pellets to test if it works. That’s when I discovered the problem.

I called the store immediately to try to resolve it. I was transferred to Corey from the BBQ department, who put me on hold, and then the call was disconnected. I tried again, with the same result, twice more. On the fourth call, I finally got in touch with Corey again and explained the situation. I told him at this point that I just wanted to return the grill and get a refund. He said, “If you have the receipt, bring it in and we’ll take care of it.”

However, when I arrived today, receipt in hand, the Assistant Manager, Matt, told me that he could not return it because “pellets were run through it.” I explained that this step is part of Traeger’s standard setup process, and I even read him Ace’s own return policy in-store. He still refused to honor it.

Matt wasn’t yelling, but he was condescending and dismissive, and he raised his voice because I challenged him to honor their return policy. He treated me like I was making the whole thing up, even questioning whether I had been hung up on earlier. I asked to speak with the store owner, and Matt handed me a business card. But the “owner’s number” on the card? It just rings back to the store. I called it right in front of him, and the cashier picked up immediately.

When I asked, “Isn’t this the owner’s number?” Matt replied, “He’s home with his family. You can call between 7 am and 4 pm and ask for him then.” He then walked away, saying he was “trying to help me,” while refusing to take back a $500 grill that was dead on arrival.

When I asked who was above him, he said he was second in command to the owner and reminded me that Ace stores are individually owned, as if that meant they’re above accountability.

Bottom line: I was sold a defective product, treated like a liar, and denied a fair return. I’ve since filed a dispute with my credit card company. Home Depot or Costco would have resolved this issue immediately, with professionalism and a refund, without requiring a lengthy process.

Avoid this store if you value customer service, honesty, or...

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