Do not buy a lawn mower here unless you're okay with buying a broken one. We purchased a Toro mower, it was already assembled, got home and started to mow and realized that the self propel function was broken. Not only that but once then it off, we couldn't get it started again (10 pulls and nothing). I called this Ace location since we live 30 minutes away, and said that the mower we just purchased was broken and we want a return. I sat on hold going back and forth with the manager for over 20 minutes. She was not helpful and simply suggested me calling the warranty... um... it was broken off your shelf! We had just purchased 2 hours prior, and she was not budging. I was sitting on hold over the phone, when we arrived at the store. I asked for a copy of the return policy, because she was not going to allow us to return or exchange... the manager handed me a copy of the Operations Manual (the Managers rule book), which stated no where that she couldn't return or exchange... in fact it gave instructions for what they are to do with a returned Toro mower! We got there, got the mower out... and the manager and buzzed the guy that had originally helped us purchase the mower come look at it... and sure enough he said "yeah this one is messed up, but I think we can fix it" and I said "absolutely not, you're admitting that it was broken at the time of purchase. I don't want a rigged up mower, I want to exchange it for that one on the shelf." That's when the manager gave me a copy of HER rule book and said "here's this since you wanted a copy, we normally don't do this but I'll make an exception" and allowed the cashier to use her overwrite to exchange the mower. The manager never apologized or anything. Very very poor customer service skills. We purchased here thinking that we'd have a great experience, but will never ever be returning. Who wants to drop $400, get home realize you have a broken item, then argue with the manager even though she knew it was broken?? Horrible. read more
