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So recently for one of my start-up businesses, we had to place an order to be picked up, and not only did it go ABSOLUTELY horrible, their blunder cost the business $1000’s in productivity, hours of my time, and all because they decided to screw us over.
So in this article, We are talking about:
What happened during this Ace Hardware Transaction
How this whole event cost us $1000’s
Everything in between!
Disclaimer: The content of this article does not contain and is never intended to be legal, business, financial, tax, or health advice of any kind, This article is for entertainment purposes only. It is advised that you conduct your own research and consult with qualified professionals before applying anything you find online.
I also want to be clear I am speaking from the experience of my workers as well as my own experience, and what our experiences may be, may not reflect yours.
Ordering the Product
The Product that we needed was a chainsaw that they only had one of in stock. The chainsaws we had kept breaking because they were too small and it was costing us much needed time.
How can we clean-up the debris that Hurricane Milton caused if the debris is too heavy for our equipment to lift? This isn’t exactly how I wanted to reveal this business I am working on, but I will make an official launch video soon.
Anyway, the process was very simple. I ordered from my phone, I put in my information, paid for it with my card, verified it was available… turns out they had only one left so lucky us, right? Well not so much.
I paid for it, went to work on editing a video I had done recently and I get a call from one of my partners claiming that they were saying the Ace Hardware we ordered from said “Do Not Fulfill”... what? So we decided to give them a call.
Dealing with the Store
So I give the store a call and they transfer me to Seth, who was handling the transaction. During the transaction, he explained to me that because the bank didn’t pay them for the order.
Meanwhile, the transaction went through on my card so either they were lying or there was something more to this. I thought talking to a manager would help but in reality, Chris really reiterated the same thing here.
So I decided to contact the bank.
Dealing with the Bank
I contacted the bank of the card I used, and to be clear, if it was an issue with the card, I would not be surprised.
This card has had a few failed attempts already in the past few weeks due to them suspecting fraud, but I asked for a note to be made and it looked like it went through on the transaction, so I would not be shocked if this happened this way.
I got on the phone and confirmed that yes, everything went through no problem, and to be honest, I kind of feel bad for the chick on the phone at the time because I came at her pretty hard coming into the call.
So either I was lied to by those in the store or something else is going on, so I contacted Ace Hardware Corporate Support to see what happened.
Dealing with Ace Hardware Corporate Support
The first person I spoke to was Lisa who was trying to tell me that the order transaction was received, verified and payment was received, but they wouldn’t put it through.
I asked to speak to a supervisor and she tried to play keep away with her supervisor and they kept trying to make it sound like it would be a waste of time to contact them.
Also, she kept trying to have me verbally agree to the idea that they wouldn’t do anything, which proves that this was a scam. Why play keep away and try to have me verbally agree to something when they can clarify it on their own and here you are wasting everyone's time.
She put me on hold twice and the first time she was saying “well my supervisor said”, you supervisor didn’t say shit, he hid in the back because you are wasting my time, do your job you low-funcitoning fuck.
Finally she put Adrian on the line, a so-called supervisor, and while he seemed more responsive, he didn’t seem like he was really planning on helping. Like one of those “wolf in sheep's clothing” supervisors that are so willing to help but ‘his hands are tied’.
He gave me 3 options:
Go to the store myself to get it (No cards over the phone)
Try the transaction again, only to watch it fail
Fuck off
He tried bribing me with a $50 gift card as well, which is gross for many reasons, but I will get to that in a minute.
I cannot justify working with a bunch of low functioning people like those who work at the back office when they couldn’t even fulfill a basic transaction on their own!!!
I ended up emailing the CEO of Ace Hardware John Venhuizen, explaining the situation, how it is costing me $1000’s and how I will need to take legal action, but a $50 gift card should justify everything right?
Of course it led to Michelle to contact me next.
She basically did the same thing Adrian did and every time she said she could do something, she reneged on her statement.
She confirmed the reason was with my card (even though she claimed to not know)
She confirmed that she can have the card put through, but not through them, through Paypal (2.9% upcharge through them) and she would lie on that as well.
She would claim that I was not letting her talk when she was interrupting me mid sentence to do so
What is also amazing is that when she said “You are on a recorded line” I responded with “So are you, I am recording this as well” she got a lot less loose with her words, because she knows she is full of shit and that is the piss poor integrity and character of the LOW FUNCTIONING FAILURES that work at Ace Hardware!
Also, every time I called her out on her BS she kept claiming I was yelling and talking over me more. Proving they were trying to gaslight me into thinking they were trying to help when in reality they were just looking to get paid!
It’s amazing they are quick to point out when I am being mad, but when I call them out on their lying and their actions, they get all uppity.
Moving Forward
If I ever find myself in the unfortunate situation where I need a product from Ace Hardware, I would either get it in person, or get someone else to get it in person. Otherwise, never go to Ace Hardware! How is it that Doordash has more integrity as a company than they do?
What a HUGE case of false advertising, “Ace is the place with the helpful hardware folks” when they have less than NO ONE helping and are failures at basic tasks within their jobs!
I feel bad for the people who worked on the ground at the Woodruff location, because they probably have this issue too damn often when in reality the back office is SO bad at their job, they make low functioning autistic people look like ivy league students!
I am definitely going to have a discussion about this with my lawyer because they caused $1000’s of dollars in damages.
Either way, if you HAVE to use them, just go in person. Everyone is better off without fucktards like the failures in the back office.
If you would like to add some other perspective to how Ace Hardware chose to operate, feel free to email me: drivenwyld@gmail.com and who knows? Maybe your email or perspective and be featured in a post as well!
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