Bristol Ace Hardware

On 4/29/25 I called Brian, the manager at Ace Hardware in Bristol RI and informed him that I had bought Ace wild bird seed at his store and there were moth webs & moths in the birdseed bag. and now I have a moth infestation in my home ! Brian was very rude & insensitive to me on the phone and said that he has been ordering so many pallets of these 20 pound wild bird seed bags in the warehouse and selling them and no one has ever complained of a moth problem in 19 years. He spoke to me in a tone that implied that I was lying !! I told him not to talk to me like I was stupid ! I told him that now I have to call Reliable Pest Control to have them come to my home to get rid of the moth infestation. I said I want my money back & would return the birdseed. He mentioned nothing about the cost of the pest control, and the total inconvenience to me for having these moths in my home ! He said how do I know that the moths are from the birdseed ? I reminded him that I witnessed the moth webbing and moths in the bag when I was pouring it into the birdseed bucket!! I put the 20 lb bag of birdseed in my car, but did not put the bird seed that was already in the birdseed bucket as I had that outdoors. When I went to Ace Hardware & asked for Brian and he was just as ignorant as he was on the phone. I had my receipts and the cashier said I bought this birdseed in January 2025 & she proceeded to reimburse me for one bag of birdseed. I could tell she really didn’t care about my problem and just wanted me to go away. I told Brian that if he wanted that birdseed in the birdseed bucket that I had at home I’d be very happy to deliver the birdseed with the moths. He did not authorize the cashier to reimburse me for the full bag of birdseed that I brought to the store as I bought it 8/24. This is the worst example of customer service that I could ever imagine. Who knows how long that birdseed sat in the warehouse ?? Reliable Pest Control was at my home this morning 4/30/25 to treat & get rid of the pantry moths that have invaded my entire kitchen & home for a total cost of $185. I told the technician that when I opened the bag of the birdseed from Ace Hardware, it had webbing in it, and there were a few moths in there. Despite me keeping that bucket closed & bringing it outside the problem obviously grew. The technician said that birdseed can attract moths thus causing this moth infestation. He said that the birdseed probably had been sitting in the warehouse for who knows how long ? I had to empty all of my entire kitchen cabinets of all food and everything else, pots and pans and dishes !! This is a major inconvenience and I am very angry that Ace Hardware can’t even do the respectable thing by not contradicting me when I told Brian that I saw the moths in the bag when I opened it approximately 1 month ago. I have no plans to purchase anything else from Ace Hardware ever again. I have been buying lawn supplies, garden tools, birdseed plus other things for the past five years and that is over !! This is absolutely lousy customer service !!! No customer should ever be treated like this!! I have to wait two days after the pest control treatment to work then I can vacuum them with my kitchen cabinets empty before I can do anything never mind all of the added washing and cleaning that I have to do !! The right thing to do was for Ace Hardware to treat me with respect, reimburse me for the 2 bags of birdseed and to acknowledge the additional inconvenience and cost of the pest control treatment, but because this company is too cheap to do the right thing, this didn’t happen. Marilyn Chadwick

The young lady, Zoe, managing the store tonight (4/24/25) and her crew were AMAZING. I had an online issue in purchasing the Ego lawn mower at the "online only" price. After many calls to 2 credit card companies, I was told it is an Ace Hardware credit glitch. So I went to the store tonight and Zoe took care of me with the discounted price and she set it up for me to pick it up assembled in a day or 2. However, a 1/2 hour later I got a call saying it was assembled... I was stunned! You think any big box store would do that? I went back and 2 guys put it in my jeep and we're awesome too, informing me of the battery seal clip, etc. I manage an appliance store in Middletown and this is how we strive for our customers and its awesome to see how Ace in Bristol exemplifies this and proudly represents Shop Local. I definately will bring back this postive experience to my store to use as an example. Congratulations Bristol Ace Hardware for developing an awesome team!