Allerdice Ace Hardware — Local services in Town of Milton

Subject: Order #58686754 – Poor Customer Service and Bait-and-Switch Pricing

Dear Ace Hardware Customer Service,

I am writing to formally express my extreme dissatisfaction with my recent purchase (Order #58686754) and the unacceptable handling of the issue by your team. The entire experience has been frustrating, unprofessional, and reflective of deceptive business practices.

Issue Summary: Bait-and-Switch Pricing:

I placed an order on [date] for your Father’s Day promotion: Buy a battery, get two free tools (3 items for $153—approximately $51 per item).

The next day (June [X]), at 2:07 PM, I received an email stating one item was out of stock.

Minutes later, I received another email claiming my order had already shipped, leaving me no opportunity to cancel or modify it.

As a result, I was charged the full price (~$75 per item) instead of the discounted bundle rate—a significant price increase for an order I no longer wanted.

Refusal to Address the Issue:

When I contacted customer service to resolve this, I was met with rude and dismissive behavior, particularly from a representative named Jessica, who repeatedly hung up on me and refused to assist further.

I was told I could not refuse the shipment because it had already been processed—despite your team sending the "out of stock" and "shipped" notifications simultaneously, giving me no time to react.

Delayed Refund Processing:

I had to wait all day for FedEx to refuse delivery, which I did on June 2nd.

The package was returned and received by Ace Hardware on June 6th, yet as of today (a full week later), your team claimed to have no record of receiving it.

Only after repeated follow-ups did your staff confirm they would "check" on the status—an unnecessary delay in issuing my refund.

Expectations for Resolution: An immediate refund for the full order amount, including any shipping fees.

An explanation for the misleading promotion and failure to honor advertised pricing.

Accountability for the unprofessional behavior of your customer service team, particularly Jessica.

This experience has been unacceptable and reflects poorly on Ace Hardware’s reputation. Competitors like Home Depot and Lowe’s offer transparent pricing and reliable customer service—practices your company should adopt.

I will not shop with Ace Hardware again and will share this experience on consumer review platforms to warn others. I expect a prompt resolution and written confirmation...

Milton Allerdice is my favorite store. And I'm very familiar with where to find most things Today I needed a wide variety of items, all were things I haven't purchased there before. I walked most every aisle then finally gave up and went to the front desk to ask for assistance. I was skeptical when I got there, the only 2 at the desk were very young, maybe 20ish and I've never seen them before. I had already looked at the website and knew they were there somewhere. I asked one of the young men where 3 items were. Without hesitation, he told me aisle numbers and where they were in the aisle. I went and found everything I needed. When I checked out, he offered assistance to get everything from my cart to my car. I was impressed with their knowledge and customer service attitude. Thank you for everything Milton Allerdice and great job on your employee choices...

I have called this ACE twice to order a gift for my son who lives in the area. Everyone I worked with was great. John, the manager is really fantastic. He worked with me to ensure we got the best deal on what we wanted and he worked with us on getting delivery too. On my recent call, the store had reduced hours due to Covid-19. I didn't realize this can called close to closing by mistake. One of the items I wanted was on the last day of a sale. John stayed late to take the order so I could get the sale price. The store was busy due to lovely weather and I suppose people were needing garden supplies. But John took the time again to ensure we got the best gift at the best price. Kudos...