Rocky's Ace Hardware — Local services in Westfield

THIS COMPANY IS FRAUD. Placed an online order but wanted to cancel it. I received an email asking to do a survey on "how the overall experience picking up an order in-store or curbside at Ace Hardware". So I immediately called the store in Westfield as I never picked up the order and spoke to a woman who claimed she was the manager named Megan and was super degrading. She said it says someone picked up the order, it was "completed" and she started to accuse me of fraud and picking up the order because I need to "realize employees would never steal". I said well as a manager you need to review the security footage and see who picked up my order and if so with what identification and their name because that's fraud. I have been busy at work and out of the states. She then laughed and said "well fine I'll return the order IT'S REALLY WILL IN MY STORE, you can check your email". I told her I did not get a return email yet. She laughed and said "give it a few minutes and the she is busy on the sales floor". I told her she was rude and I called the district office to rectify this issue and to speak to the actual manager. Retraining seriously needs to occur. Updated Review:

Yesterday, the assistant manager Colin called me to inform me that they found my order the day after I initially made my complaint. He admitted that the company made a mistake. He offered me a small discount as compensation for the inconvenience, but I declined.

The real issue is the way I was treated by their employee on the day I reported the missing order. The employee accused me of fraud and stealing the hose reel in a condescending manner, even saying, "if the hose is really here." A good manager would have said, “Let me look into this and get back to you,” instead of making baseless accusations. I also found out she lied about her name because I wrote everything on a sticky note.

When I asked for an apology from the employee, Colin said no. He claimed he did not know who I spoke to. I told him you have access to a schedule and I told him the exact time I spoke to the employee. It was funny because at first saying he was going to "fire" the employee who treated me that way, then said he didn't know who it was, then magically he knew who it was. He admitted he was biased because he’s known the employee for 20 years and claimed that they would never speak that way. Clearly, I am an upset customer with several properties, spending way too much at Ace's and because of this experience, he admitted their wrong doings, and I will no longer do business with this company.

I requested to speak with the district manager, as he said he couldn't do anything else and the call "got disconnected". This experience has been extremely...

They have very poor customer service. I ordered some gutter guard online on November 9th to be sent to my local store. On November 25 I received an email saying my order was ready for pickup. I went to the store on the 27th to pick up my order and was told my order never arrived. Went home and called the ACE contact customer service number and they told me that the order would be cancelled and I would have to reorder online. The online and local store are disconnected and makes it impossible to arrive to a satisfactory customer solution. I would be happy to hear from management concerning...

When is an Ace Hardware not an Ace Hardware? When it's a Rocky's Ave Hardware! I am an Ace Rewards Member and today traveled 12 miles to a Rocky's for a gallon of deck stain. I had a coupon for $15 off a $50 purchase. They would not honor the coupon saying Rocky's was not Ave Hardware it was a Rocky's Ave Hardware. In their defense the back of the coupon states 'at participating Ace locations'. If you're an Ace you're an Ace! At the very least the Ace website should differentiate between a Real Ave and...