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Are you buying anything from Ace Hardware?
5 Mar2008
I am looking for people who are buying stuff from Ace Hardware.
My girlfriend recently purchased one of those large, heavy-duty industrial exhaust fans worth 7,499 PHP which turned out to be an unnecessarily large expense, which we have been trying to have replaced or refunded. The item was purchased with a BPI credit card, so at the time of purchase no receipt was given because it had to be attached to the credit card printout and submitted to their Head Office.
So all we had was the invoice from BPI. Ace could have issued a credit memo allowing us to consume the entire amount anytime and at any Ace branch, like a gift cheque, renewable monthly. As poor luck would have had it, because we did not have the receipt, we now have to consume the entire amount at the same branch within the month.
All we had to do was to find 7.5k worth of stuff and we’re all good. It’s that simple, right? Wrong. Unless you’re building a house there is very little you can buy at Ace Hardware that’s worth spending money on. Either that, or I am probably the most un-materialistic or the king of penny pinchers. Let’s take a look at all the cool and useful stuff I’m actually interested in buying:
- Black & Decker steam iron – 1000
- Dowell oven toaster – 1000
- Mini industrial fan – 1000
Which brings us to a grand total of *ka-ching!* 3,000 Philippine pesos!!! Woohoo. So I am left 4,499 pesos to spend on stuff and I do not want to spend on stuff I 1) probably will not use or stuff I can get elsewhere 2) at a much much lower cost or 3) at a similar or higher cost but better quality.
I also never realized how pale Ace Hardware’s product line is compared to Handyman’s until now.
So, anyone planning to buy anything from Ace Hardware anytime soon? I seriously need to reclaim credit. Isn’t it so sad that as a consumer living in the Philippines, you have to go through so much trouble on a purchase when in other countries you can return and exchange goods with no questions asked, with cherry on top?
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19 Responses to Are you buying anything from Ace Hardware?
Fritz
March 5th, 2008 at 10:40 pm
I got Christmas presents there. Carpentry tools for friends. Never got the hassle of returning stuff, though. Expensive things there would be tools and shoe racks and kitchen/bathroom fixtures, all of which we dont actually buy everyday.
Fritz’s last blog post..Point and Shoot: Sexiest Petronas Tower Photos
Head Geekette
March 5th, 2008 at 11:18 pm
I’m surprise that Ace Hardware is like that! I haven’t encountered difficult returns in a long time. Perhaps it’s because it’s BPI and not BPI Mastercard or BPI Express Teller?
When I had to return something to SM Department Store, it was all quite easy even when I used Citibank. Same with Handyman.
Anyway, let me know which branch this is. Perhaps me and my friend can check it out and see if there’s anything we need buying.
Foo
March 5th, 2008 at 11:21 pm
Whoa! That’s a lot of money to buy stuff. But isn’t it the store’s obligation to replace the product and not your’s to have burden on.
Poor Custermer Service… TSK! TSK! TSK!
Anyway, one sugstion though is, if there isn’t any limit in the number of transactions that need to balance the amount, why dont you wait out on the counter, wait for a customer who would by something of that amount(It won’t be hard since it’s a hardware store, someone would be buying something that big…) then charge it to your balance provided that the customer is paying in cash… its good to this with the store’s support of course (at sana nman binigyan ka nila ng asssistance…)
Hey, that’s a friendly advice from a fellow IT person working from your handy hardware store… hehehe
Dennison Uy - Graphic Designer
March 6th, 2008 at 2:49 pm
@Fritz
Unfortunately for me I am not into carpentry tools or bathroom fixtures
@Head Geekette
I have no idea what BPI card she used, but according to the supervisor they really have this exceptional policy for BPI credit cards only.
We made the purchase at Ace Hardware in Festival Mall, Alabang. Let me know if ever you decide to buy anything there, aight?
@Foo
Wow now that’s what you call thinking out of the box! Now I have to gather up courage to ask the shoppers to pay me instead of Ace Hardware.
Foo
March 7th, 2008 at 12:03 am
Head Geekette
March 8th, 2008 at 12:03 pm
I thought that would be the case. For some reason, BPI’s credit card policy makes it hard for people to reverse transactions, unlike HSBC, Citibank and the like.
Alabang? Urgh. Sorry. I live all the way in Marikina. There’s no way I’ll be in that area.
Dennison Uy - Graphic Designer
March 10th, 2008 at 2:40 pm
Hey I live in Marikina too but I have 2 businesses in the south
60-100kph = 40 minute drive from Marikina to Alabang
Keyser
March 14th, 2008 at 11:06 am
Have you solved the problem yet? I think Foo’s idea is brilliant; he deserves a medal or something! =) At any rate, have you tried staring straight into the eyes of the concerned people in Ace and asked: “Can. You. Please. Help. Us. Out. Here???” Cuz it sounded a lot like you were dealing with robotic zombies. They’ve allowed a refund, why couldn’t they make it headache-free? They ought to give you assistance.
(I’m a regular ACE customer, btw, but Festival Mall is not exactly just across the street for me and I don’t have anything to buy at the moment.)
Dennison Uy - Graphic Designer
March 14th, 2008 at 11:29 am
@Keyser
LOL! Medyo mataas ang pride ko dahil customer ako. I don’t want to beg them just to get what I want. We found a friend of a friend who works at ACE and she was willing to help us out. Now the problem is her father got sick last week just when we were supposed to meet and so far she hasn’t been replying to our text messages. I hope her father gets well soon so she can help us out.
Keyser
March 14th, 2008 at 12:06 pm
It’s got nothing to do with pride, Dennison Uy – Graphic Designer. And it isn’t begging. It’s called diplomatic asswhooping. You’re telling them that they should be doing something to help you. Try it, it’s proven safe! Though the surest pill you can take right now is Foo’s suggestion. And that’s 100% what I’d do if I were in your shoe. Forget your FOAF, her father’s sick, the last thing she needs is a pesky FOAF.
PS. I find it entertaining that your solution to your problem has its own problem. This is beginning to sound a lot like a sitcom. =)
Keyser’s last blog post..Introducing Ken Lee
Chris
December 17th, 2008 at 3:13 am
I must agree that Handyman is definitely a better store. Ace is bigger but you almost always pay more. I never understood the whole “no refunds” policy here in the Philippines. I’m from the US and most of our large chain stores offer a 30-day refund or exchange and often it’s as much as 60 or 90 days, I’ve even seen 6 months but that is rare. Being a penny pincher as well I can feel for your situation but my exchanges are always to a lesser extent than yours, usually a few hundred pesos here and there for buying cheap Chinese imported crap that ends up breaking in a week. Basically, I do buy from Ace but only when Handyman doesn’t have what I’m looking for. Seems to me that they should just replace the item no questions asked unless they don’t currently have the item in stock and BPI should have been able to furnish enough proof of the purchase beyond a reasonable doubt so as to allow for an even exchange of the exact item. That’s a very large credit to spend if you don’t particularly need anything. I am very surprised that such a large (international for that matter) company wouldn’t be better about serving their customers.
Sheds
May 13th, 2009 at 11:36 am
I hate ACE HARDWARE SM CEBU. We purchased an Industrial Stand Fan to bring coolness in the house and guess what? The employee from Ace who assisted us forgot to place the screw for the standfan in the box. And now when I reached home, i found out that it wasn’t there and I can’t have my fan stand… grrrrr…
and moreso.. I called them to complain… The Manager did a poor job of easing my anger.. why? because he keeps telling me that their system is not yet perfect… blah.. blah… can you imagine? A company as big as ace? The manager is saying the system is not perfect? HOW LAME!!!!
and one more… the customer service rep suggested that I bring the receipt and the FAN, grrrrrrrr…. Giving me another hassle of transporting back and forth the 18″ industrial fan!!!
ACE HARDWARE SM CITY CEBU —- POOREST CUSTOMER SERVICE!!!!!!
Engr. LORTHEA LER E. BLAZA
May 15th, 2009 at 4:12 pm
Provincial Engineering Office
Capitol Compound
Bayombong, Nueva Vizcaya
Our agency is currently programming several footbridges project and we need to incorporate steel cables to our programs. Hence, kindly give me your price for a Steel Centered Cable (w/ Green Strand, 7 or 8 minimum strands) used for footbridges, pls specify the specifications.
If you have such product, kindly send me the pick-up price (pls. specify the location for pick-up) thru my e-mail address, and if possible thru our office tele-fax: (078)321-2133 on weekdays (if possible early monday on May 18). pls contact me @ 0923-2795035 &/or 0909-7615050.
anticipating for your apt reply. thank you>>
Engr. LORTHEA LER E. BLAZA
PEO, Province of Nueva Vizcaya
Lia
June 17th, 2009 at 4:25 pm
This store is SUCK!!!! Full of bologna.
amanda
August 4th, 2009 at 8:33 pm
I think we need a legislation … about that no refundpolicy in the Phils.We need the law to protect the consumers right.Come on. Maybe there would be a time that these legislators of the Philippines could makeuptheir mind about this. It sad to imagine such situation.
guy
October 12th, 2009 at 10:33 am
i have a story (better…LOL) about Ace located at So. Mall Las Pinas. Having moved here from the USA (sept. 2008) and expecting the same kind of customer treatment from any LARGE COMPANY (in this case Ace H), I was shocked and was screaming at all the managers at the store that day. Everyone there was looking at me, including all the guards..yikes!! The day before i was there buying all kinds of stuff (i’m pretty great at fixing or making my own things needed around the house), the kindly staff that follows you around like a lost puppy dog and holds and/or pushes your basket were answering all my question and telling me what items were the right models to buy. Getting home, I find out several of the items were not even close to what would work for the given situation, remember this is stuff is being picked out by the ACE STAFF. YES, only to find out the next day about their REALLY STUPID RETURN POLICY. 30 DAY CREDIT AND NO CASH REFUND. WTF….WHY WOULD I WANT TO SPEND MONEY WHERE THE STAFF HAS THE INTELLIGENTS OF A PUPPY DOG!!!! I THINK TO GET A JOB AT ACE HARDWARE, ALL YOU NEED TO QUALIFY IS TO BE BREATHING, NO BRAINS REQUIRED, THAT INCLUDES ALL MANAGERS AND CORPORATE HEADQUARTERS. ACE YOU ARE A SHAMEFUL BUSINESS HERE IN THE PHILIPPINES. I NOW SPEND ALL MY 1000′S OF PEOS’S AT HANDYMAN. ADVICE, STAY AWAY FROM ACE!!!! UNLESS YOU ENJOY BEING SCREWED OVER FOR YOUR HARD EARNED MONEY!
AALAL
October 16th, 2009 at 1:24 pm
I WAS ONCE A CUSTOMER OF ACE HARDWARE AT SM CEBU AND SURE ENOUGH, WAS ONCE A VICTIM OF THIER POOR CUSTOMER SERVICES RELATION “SPECIALLY AT THEIR MANAGERS LEVEL” THEIR MANAGERS THERE ARE LIKE IDIOTS. THEY DON’T HAVE A SLIGHTEST UNDERSTANDING ABOUT THEIR BASIC OBLIGATIONS TO THIER CUSTOMERS AND THE SOLE PURPOSE OF WHY THEY ARE THERE “EMPLOYED” IN SUCH CRITICAL POSITION. I WOULD THROW THE FULL BLAME ON ACE HARDWARE HIRARCHY. THESE PEOPLE ARE THE ONE’S WHO DROPPED THE BALL.
JP Esteban
January 22nd, 2010 at 10:12 pm
YES LET’S ALL JUST TALK LIKE THIS NOW, IT REALLY GETS THE POINT ACROSS.
Seriously, though, it’s not just Ace. The vast majority, if not all, of the big stores here don’t do refunds at all. Clothes, books, bags, furniture, electronics, gadgets, anything that usually gets very easily refunded (with presentation of receipt) in the States gets only a replacement policy at best here.
But, had I known you dudes had that problem, I would’ve asked you to get me a dremel tool. 4,990.00 pesos.
jepoy
January 27th, 2010 at 11:31 am
hello, we have same situation.. nag bigay sila ng customer credit memo.. kaso wala naman akong mabibili sa shop nila.. hindi ko gusto rin yng mga appliances na binibinta nila, dahil hindi maganda yng quality.. mas maganda pa bumili sa SM appliance center.. may way pa kaya para makuha ko yng balance ko doon in cash?? please help.. dedemanda ko nalang sila bwahahaha