UPDATE: After posting my review, Marc apologized and offered to order me a new kit from Stihl (again). Finally, after 2.5months and on the third attempt by Ace to make this right, I have received my order with some extras thrown in for the inconvenience....
Read MoreUPDATE: After posting my review, Marc apologized and offered to order me a new kit from Stihl (again). Finally, after 2.5months and on the third attempt by Ace to make this right, I have received my order with some extras thrown in for the inconvenience. By the looks of it, the tool is the exact same one I returned in August but the battery and charger are both new. Why this wasn't handled this way from the get go is beyond me. Despite the wait and considerable effort on my part, I'm satisfied with the outcome. I'd still be wary to order online with in-store pickup in the future but I give Ace credit for taking action to resolve my case.
ORIGINAL REVIEW:
I don't usually write public reviews but my experience here, I think, is deserving a post as I gave them multiple opportunities to get it right. This review is about their online In Store Pickup service, which from top to bottom was a big fail. Regular retail purchases have been historically fine so just keep that in mind. Ace is trying to keep up with big box hardware stores that have efficient in store pickup systems but Ace's system is worse than just not having one at all.
I purchased a cordless Stihl tool + battery + charger kit on sale over Labor Day weekend. It was listed in-stock and ready in 15 minutes at the AG store. Turns out, the item was not in stock nor was it ready in 15 minutes. To top it off, no one bothered to contact me about this so I had to initiate all communication to figure out order status. I also found out from multiple employees that the online inventory is usually incorrect and lags by over 24hrs from real world store inventory.
When the item did arrive, it was the wrong SKU (tool only). To try to fix this, the employee at the store offered me a USED, open box, battery and charger from the "back of the shop" where employees demo/test Stihl equipment. They didn't have any new batteries or chargers in stock. The employee did not offer to order the correct kit or a new battery/charger and insisted that I take it or leave it. So I declined and returned my order.
Fast forward a few days later, I get an email survey asking about my experience. Upon submitting my response, Marc S, Miner's Corporate Trainer, reached out to me and asked me for a second chance to get the order right. He acknowledged they dropped the ball and wanted to make it right so I accepted. This was about 2 months ago. The last I heard from him was my order was on the way. I have not received anything or any further communication. If the head corporate trainer conducts customer service in this way, that tells me everything I need to know.
If you just need to pickup a few items locally and don't want to drive to SLO or SM for the big box stores, this place is fine. Just save yourself the headache and avoid buying online with in-store pickup.
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