Eastern Shore Ace Hardware — Local services in Spanish Fort

PLEASE READ MY UPDATED INFO AT THE BOTTOM OF THIS REVIEW.

ACE has lost my business. I purchased a fan Saturday 08.02.25 in Spanish Fort Al. I used my phone number to connect my purchases. I paid 42.99..my daughter and I were attending a function at a State Park. The fan did not work out of the box.

The function was finished after 6. We have an ACE in Crestview. So I returned it to Crestview Ace. Apparently Crestview Ace sells the same fan for 32.99. so Crestview would only refund me 32.99, not the 42.99 I paid for it.

Two questions, I appreciate CRESTVIEW was cheaper, but I question the integrity of Ace not honoring sales between store's. So does Crestview respect their customers more by selling cheaper or does Spanish Fort take advantage of their customers? I attached the photo of Spanish Fort and my refund.

EDIT: ACE replied very quickly. ACE in Crestview always delivers a great customer experience. I'm not saying your store did not, they did but not at the level Crestviews does. Still, it was satisfactory.

While I appreciate you reaching out, I live in Crestview. I went to my Ace to return because you were closed and driving 4 hours to you to refund the item is fiscally sound.

Ace are independently owned, wouldn't you expect a business displaying the same name, same products and SOP's to stand by warranties, exchanges and refunds? As a consumer, I do. I used my military discount as well, so they stores are somewhat interconnected..

The lack of transparency regarding warranty and exchanges should be posted when customers walk in. "If you purchase from my franchise, if there's an issue with the product within the lifetime warranty period. You'll need to return to this location for an exchange or refund".

I'll have to take a loss on the difference, in reality it's less than $7.00 because of my military discount. I can't justify 4 hours of driving for $7.00.

Because you reached out, I most certainly will change my rating. The only reason I can't make it higher in my mind rests solely on the Ace group. They should find a way to fix this return policy. Your reply, it speaks volumes about the integrity...

This Ace had the southern hospitality that I've been hearing about and more! Was passing though town and this place was clutch. Had what I needed AND delivered with two thumbs up and smiles all around. Would def recommend for all your random and non random needs. I will def be back if I'm in the neighborhood. Don't pass this crew up. Also, added bonus, not sure if this was a regular thing, but they were outside grilling when we showed up and offered up some delicious eats while we stopped in. Every person welcomed us with a smile and was very helpful in our asks. Can't thank you enough. ---The Crawfish Relay...

ALWAYS check here before checking other hardware stores! They are very friendly, exceedingly helpful, and very knowledgeable. I've found their prices generally tend to beat other major hardware stores as well. They tend to stock up heavily based on community feedback and needs versus the general stockup based on corporate mandates that other big box hardware stores tend to do.

Not to mention it feels very much like a small town hardware store - which is very nice and cozy. It makes shopping there...