Complaint against Ace Hardware in Lodi, not honoring DeWalt's "30 day return policy…read more
I purchased the DeWalt Yard Kit, which included a weed eater, blower, and hedge trimmer on Sunday, March 22, at 3:22 pm. Nick help us and he pointed to the De Walt items that were included in the kit. We said OK. Nick handed us the Hedge trimmer from the glass case without a box, instructions, and walked us to the register to order the other two items since they were not in the store and needed to be ordered. He then told us we could take the hedge trimmer and they would call us Tuesday 3/24.
My friend picked them up Tuesday and after using the equipment to check out how they worked, he called me and said that we were going to return them because they would not cut nor did it have sufficient power, and he told me that De Walt items were not the ones shown to us when purchased.
Wednesday morning about 7:30 am I tried to return the DeWalt yard kit. I walked in with the equipment, box, and receipt. The gal, which, I did not get her name, stated that she'd have to call the manager Tanner, to inform him that I was seeking a refund. Tanner, whom that morning was working in the Lockeford Ace Hardware store. She let him know that it was not packed up in the original box and she stated to him that it looked used.
I told her we had pick it up on Tuesday and we tested the equipment.
She then told me that Tanner specifically said that she could not accept the items for return because they had to be back in the original packaging. I said OK and left to repack the items into the box, all but the hedge trimmer which they gave to us without a box. She also stated that the return was going to need the manager's approval.
Then she offered me dates when the manager would be back in Lodi, I said no, I will go to the Lockeford Ace store with the understanding that he was there working for the day. I left to repack the items back into the original box.
When finished packing up the equipment I drove out to the Lockeford Ace store and spoke to Rindy.
She left saying she would get the manager Tanner. She came back saying he was on vacation, and that he had already received a call from the Lodi Store.
I said yes, and we packaged it up as he stated and drove here to speak to him. Rindy said he was now on vacation and he'd be back Monday at the Lodi store. I stated he was supposed to be here working that is why I am here with the packaged-up yard kit. She looked at my receipt and said that oh the hedge trimmer came out of the glass case with no box then it is all on the Lodi Store to take back for return.
My Friend called to see how the return went.
I explained to him that they did not return it for refund. They would not accept it because it was not in the original box.
My Friend told me to send him a picture of the receipt, that he'd try to get the refund. My friend addressed Nick point blank, why did you not tell us that this was not a refundable item, Nick replied with "you did not ask me".
They still would not refund me back my money telling me now. "it is not in resellable condition".
Do not spend your hard-earned money at Ace hardware in Lodi! They do not guarantee their merchandise, not even with your receipt!
