Ace Hardware review: torch ace propane self ignite (28068) defective return customer-manager interaction

On Thursday September 5, 2019 at 8:33 am I tried to return a Torch Ace Propane Self Ignite. I had purchased the item on September 3rd for a project. My husband and I were unable to get the torch to ignite after the first use. When I brought it back Thursday I was met by Jonathan, who appeared to be the manager on duty. I told him I needed to return the defective product. He took the package from me and took out the torch and tried to light the torch. He was successful in getting it to light and handed it back to me and said he was not refunding my money as it was working. I was dumbfounded by his arrogance and total disregard of my explanations. I asked him to show me how he got it to work, figuring if we were going to have to keep it we needed to make it work. When he tried it again this time it didn't light, as it wouldn't for us. He tried to several times, taking it apart and others ways to fix it. After several minutes he announced that now he would refund the product It was bad enough that I felt he was calling me a liar and dismissed me in such a degrading manner. His attitude didn't get any better through the refund process. Continuing about how many people come in trying to return things that they use and that if he refunded everyones's money that came in he wouldn't have a job and I wouldn't have an Ace Hardware to shop at. He continued with the snarky comments and attitude. I was furious at this point, as if being made a liar wasn't enough now I felt I had been made to be one of the other degenerates trying to get something for free. At no point did he even apologize. I called him out on it, saying "you know you could at least apologize". His comment to that was that he was refunding my money. No sir, not the same thing. Definitely not what I would call the helpful hardware place.
No where on my original receipt did I see where sales were final or no refunds allowed. My money was refunded, only because Jonathan couldn't get the product to work. A desirable solution would possibly be able to talk with someone regarding this interaction. Perhaps having the manger/staff revisit Ace Hardwares return/refund policy and then devising a better solution for dealing with those who really are trying to take advantage of Ace Hardware.
Sarah Crawford
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