Mission Hardware — Local services in San Gabriel

We have 6 window screen replacements done by this store. 5 of them are okay.

One (Figure 1) has been done with about ¼" narrower, but it is OK to cover the window.

One (Figure 2) was done with a measurement mistake, too short. It was re-done. This window size is exactly the same as the one showing on Figure 3.

The pull tags from the store are the black sold square ones. Those from the window manufacturer have a big hole inside (Figure 3), it makes the window screen easier to pull out.

On Feb 15,2021, we had 2 window screens replaced. The senior screen supervisor, Ruben served us. I told him the black solid square pull tags issue mentioned above. He was so friendly.

On Feb 17, 2021, my sister picked up the 2 new window replacements. The smaller one is perfect with the pull tags liked the manufacturer's. The bigger one (Figure 3) was a bit too high, I was unable to mount it up.

On Feb 18, 2021, my sister went back to the store to request for an adjustment. Nick, the guy who made the replacement, told my sister that the replacement was made smaller, it's a perfect size, the problem was that I didn't know how to mount the window replacement. Nick refused to do the adjustment.

I then called Nick, he repeated what he told my sister. I told him that I had no problem to mount the other smaller window replacement. I also told him that I clean up our house windows every spring, so I know so well how to remove and mount back the window screens. He said: "I don't know." He just didn't want to admit and fix his mistake. He then passed the call to the store manager Jil.

Jil and I basically went through the same conversion. Jil said: "May be the window replacement is new, it is difficult to be mounted at the beginning."

Finally, he asked us to take the wrong window screen replacement back to store to have it adjusted.

On Feb 18, 2021, Nick was there. I showed him the difference between the old and new window screens, the new one is slighter higher. I don't know why he kept saying that he had made the new one smaller already. He said that if he can cut the size ¼" smaller, but then it will be too small.

How come the one showing on Figure 1 has no problem? It is about ¼" smaller on the width.

Nick then had the owner to talk to me. Hs feedback was so much the same as Nick's.

I told the owner: "Why would I pay for something that is not usable, something garbage?" He kept saying: "It is not a garbage. It is perfect. We can't fix it." I then said to him: "Liar! I want my refund."

An Asian female worker came to tell me: "He is the owner. You shouldn't have said that he's a liar."

The cashier at the counter near the main entrance said: "Owner didn't authorize us to issue a refund." I went back to to ask the owner why. He said because I called him a liar.

I have seen reviews complaining about not getting a refund from the store. Why would I kick a fussy on this particular window screen, but not the others? Why would we have to make so many trips to the store for this issue? The owner was so mean. He had a very bad manner, so did Nick.

The owner finally authorized the refund. The same cashier didn't know the refund price. I told her that the one for bigger size. She said: "Sometimes, bigger size can be cheaper."

Really, I have never experienced this for my other 5 screens. It's always the bigger the screen, the higher the price.

The Asian female worker sitting near the paint section said: "You don't tell her what to do!" She said it loud twice, so rude! She then came to measure the screen and told the cashier the refund amount.

The communication between the owner and the cashier was poor. It was so obvious that the owner, Nick, the Asian female worker and the cashier teamed up to give us the hard time to get a refund.

With your poor customer service, Mission Hardware's business will never be as successful as Home Depot.

I have attached the pictures to prove that the store do make mistakes on window screen replacement measurement and I know how to mount the window screens.

I already replied owner in...

I tried to return a leatherman I purchased in another state’s ACE. I came in with an attitude to see if it was possible, never once demanded the return happen. I would have been content to learn that they can’t accept this return for reasons XYZ if they were actually legit. But that’s not what happened.

The store manager not only tried to patronize me by giving me a “lesson”(“When you bought this leatherman, did I receive the money? No I didn’t, right?”), but also falsely claimed that customers can only return products they buy to the same ACE store or an ACE stores with the same owner. He went on to tell me there are over 6000+ owners nationwide and unless the stores are owned by the same person, nobody can cross-return. ACE store policy tells me otherwise, which means he basically lied straight to my face and wanted to make me feel inferior to his antagonizing questioning.

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