Hometown Ace Hardware Verrado

Purchased a propane tank couple days ago for an upcoming cookout party. Couldn’t get it to work, ruined the evening. I’ve had issues with the rental tanks before so I thought I’d just take it back and purchase a new one, have it filled/refilled. Hometown Ace Hardware said “no refunds“, “against our policy“. I said you’ve got to be kidding - the tank doesn’t work. I would just rather buy one rather than exchange and go through this again. I wouldn’t have any kind of a hassle from Home Depot, Lowe’s, even the local gas stations, so what is the big deal here? The response I got was “we’re not trying to be those guys” .. Wow, OK, clearly not. They did offer to sell me a new one and fill it, check, etc . - but then they spent 40 minutes confirming this one didn’t work and then trying to “fix” it. I told them I did not want to go this route. So in their response below to offer to exchange tanks omits that aspect.. The response also conveniently omits the fact that they offered to sell me a new one, fill it and be on my way. They ever told me they were spending all this time in the back tinkering around with the old tank to try to get it to work. Once they did, they reneged on the original offer to just give me a new tank and let me fill/refill as I had originally requested. Look, bottom line – I bought something that didn’t work, I couldn’t use and brought it back within two days kindly asking for a refund. I just don’t think that’s ridiculous. If you read their reviews, they have a chronic problem with refunds on anything, not just propane tanks. I called Ace corporate, nothing “helpful” about this store. Corporate listened and were very empathetic, but said local ownership determines their policy. They did add that unfortunately they’ve had issues/complaints against this store for the same reasons. Seriously, if everything is about keeping their money, no refunds and you get screwed – why would you go here? There’s too many other reputable businesses and vendors that won’t go out of their way play games like this. If you have a problem with anything and seeking refund or reasonable resolution, chances are you’re going to get a hassle.

As a loyal customer of Ace Hardware, I've always appreciated their wide selection of tools and home improvement products. However, my recent experience has highlighted a concerning policy that needs attention and reconsideration. During my last visit, I purchased an electronic item. Before making the decision, I inquired about the return policy, assuming the standard flexibility offered by most retailers. To my surprise, the store manager firmly stated that any electronic item purchased is a final sale. No returns are accepted under any circumstances, even if the product is unopened or defective. This rigid policy is not only inconvenient but also unfair to customers. Electronics can be unpredictable, and the lack of a return option puts customers at a significant financial risk. It's understandable that Ace Hardware might have reasons for this policy, but as a customer, it feels unjust and discouraging. I believe in the quality of the products Ace Hardware offers, but this policy might deter potential buyers, especially when considering high-value electronic purchases. I urge Ace Hardware to reconsider this policy. Offering at least a limited return window for electronics, or an exchange option for defective items, would greatly enhance customer trust and satisfaction. Retail is evolving, and customer-friendly policies are more important than ever. Ace Hardware has always been a go-to for many homeowners and DIY enthusiasts, and a more flexible return policy on electronics would affirm their commitment to customer satisfaction and trust. To fellow shoppers, I recommend being extra cautious when purchasing electronics from Ace Hardware until this policy is revised. And to Ace Hardware, I sincerely hope this feedback is taken as an opportunity to improve and continue being a beloved hardware store for all.

I've spent a lot of time and money in this store. Service is good, and they have most of what I need a majority of the time.

We were very impressed with new Ace store last Spring...sales staff were friendly. I purchased a Webber Spirit II BBQ/GRILL for my husband's birthday along with cover, tools, etc. Was a bit disappointed that there was a charge for delivery. My husband had difficulty getting the grill lit, but eventually was able to BBQ. He used it ONCE before we had to leave for the summer. Upon our return in December, we are unable to light the BBQ. We took the propane tank to the store to get checked to make sure it had gas (with great difficulty because we aren't youngsters any longer). After checking the tank the ACE employee determined it did have gas...so we got it home and reinstalled the tank. The expensive BBQ still doesn't light. I called the store and talked to the manager to get some assistance. We have no way to haul a BBQ. The manager said he would check with the owner "when she comes in". He called me back and informed me that it is not their policy to have a technician come to troubleshoot the issue. My husband completed all of the troubleshooting suggestions in the Webber manual to no avail. We are at a loss as to what to do with this expensive unusable BBQ...

Friendly and helpful. Someone always greets you as soon as you walk through the door and asks if you need any help. They are never pushy. Just helpful...in a good way. Store is well organized and clean. Never have to wait long in a line when waiting to pay for items.