[Talk Host]

There is an Ace Hardware store in the K-Mart Plaza in Belleview. Last Friday, I purchased a $70 Weller soldering gun there. The work lights on it didn't function. So, on Saturday I took it back and asked for a replacement.

Today, when I went to pick up the replacement, a guy who said he was the owner, told me the old one works just fine. I explained that it didn't when I had it. He proclaimed that he is now "stuck" with a used piece of equipment. His reply was, "I'm not getting through to you," then he shook his head in disgust. My position was that is better than me being stuck with a defective unit and that he should return it to Weller. As you might expect, I told him I would not be back in his store. His reply was "GOOD."

Here is my opinion, there are other hardware stores around where you will not feel belittled by the owner when you try to return defective equipment. I am happy that I have given him something to talk about all day long.

[larrydube]

Good for you Jan... Some small store owners think that the customer is out to screw them, and you are right, why doesn't he just return it to Weller. You would think that the owner would want to have people know that he stands behind his products....

[Mikitv]

What happened to customer service? You think that would be a priority when they have to compete against the larger hardware suppliers. He thinks he may have lost your business but the fact is it will probably be more than that since a lot of people read the forum and will remember how that owner treated you.

[poromo]

And thus we have Home Depot and Lowes.......

[jjdees]

I can't believe he'll be around long. Home Depot and Lowes are crushing the independent hardware stores. Ace is a cooperative, the stores are not part of a franchise. He should be bending over backwards for his customers.

[REDCART]

Your mistake was thinking all Ace Hardwares are the same--and they're obviously not! Bet you wouldn't have had this experience at the Ace on 466. Barbara the manager of the store, set's a high standard. This Ace blows the one in Spanish Springs out of the water both in customer service and in variety of merchandise.

[Peggy D]

I'm sure Ace Hardware has a website. Write a complant

[Sidney Lanier]

I agree that posting this type of experience on a site like TOTV is important in terms of sharing information about the membership. I feel that it is equally important to let that manager know what TOTV is and that this is EXACTLY what you are going to do--and if it's too late now to get the word back to that manager, to file a complaint with Ace Central as was suggested in an earlier post and mention it there.

We had the beginnings of a similar experience at a Rooms to Go store; we had bought a lot of furniture from their main warehouse/clearance center in Seffner (outside of Tampa; the place is HUGE!) and in the end decided we didn't want the costly mattress pad we had bought, preferring a different kind. We brought it back to the Orlando store, still sealed in its original packaging, where the manager told us that we had to bring it to the store of original purchase. 'But you're all part of the same chain,' I exclaimed. 'Sorry, we're not equipped computer-wise to accept returns purchased at other stores.' I then went on to say, 'We live in The Villages, and I think you ought to be aware of how we share our experiences with merchants,' going on to mentioned very briefly how TOTV works.

At that point he asked us to wait for a few minutes while he disappeared into his office, coming back a while later to tell us that he got on the phone with the Seffner clearance center and together figured out how to do it. Bottom line: There is great value in numbers--and merchants in Florida certainly know about The Villages!!!
'

[JohnN]

Sidney, good to know that worked, I'm surprised a bit that he'd even take the time to listen.
Customer relations skills in all service sectors seem to be at an all time low and getting worse. I'll try your approach when applicable. I'll also shop the Ace that Barbara runs!

That re-action surprises me in a very good way too.

[Talk Host]

Originally Posted by Taltarzac

That re-action surprises me in a very good way too.

?

[golfnut]

I also shop the ACE in Southern Trace on 466 mainly because all I do is walk in the door and they say how can we help you today, as soon as I explain what I'm doing they walk with me to the aisle where they have what I'm looking for and don't leave me until they are sure I have exactly what I need. They also sell nuts, bolts, screws individually and will help pick out just what I need. This is so much more convenient that the big boxes, that I hardly go to them any more.

[jadebox]

I have always been happy with the service at Ace in Spanish Springs. If I don't know how to repair something there is always someone there to tell me how to do it and what I need.