Ace Hardware - Gui's Lumber & Home Center — Local services in Town of Clarence

I had a really frustrating experience at Ace Hardware - Gui's lumber &Home Center. When I tried to return an item the same day with the original receipt, only to be denied because the plastic package was cut open. It wasn’t damaged or used—just opened so I could inspect it.

Their return policy was not clear or transparent. Nowhere did it explicitly state that opening the plastic packaging would void the return. If this is such a strict rule, it should be clearly mentioned at the time of purchase or printed on the receipt. Instead, they left it vague.

I understand if a return is denied for used or damaged products, but refusing a perfectly fine item just because the plastic cover is removed is ridiculous. Most stores accept returns as long as you have the receipt, and this experience made me feel like they just look for excuses to avoid honoring their policy.

Won’t be shopping here again—there are plenty of other stores that actually care about customer...

4/28

Went into store. All three mature (more than sixty years old) adults were on their phones texting. No one else around. Still they took their time to finish then i got helped. Had a problem w my online order where wrong thing was canceled by Ace and i was refunded for wrong item. Once i explained that to them they wanted no part of it. It was liked i asked them to derive Einstein's theory of relativity from scratch. AVOID AVOID AVOID BTW, online help was worse if that's even possible

Lost one customer today for life... and no, if the owner is going to respond w some form caged meaningless apology with no contact into then no I'm not interested. instead...

I go to ace all the time and staff are typically very helpfull. I ordered some lumber for delivery however, 5 8 x 20 footers, 2 of which were pretty unusable for my project, I called and talked to somone who said "I will have to check and see what we have and call you back". No callback happened. If you order lumber from these guys for delivery you better make sure you pick it out...