I placed an online order on 22 May 2025. I checked the status of my order on 27 May, when my items hadn't been delivered, which is when I saw "Cancelled". I'd received no phone calls, no emails, the order was just cancelled.
So as it turns out, the order went through the e-commerce portal (ACE online store) with no issue. The order was passed along to the warehouse, which is when everything broke. Evidently, the warehouse didn't have my items in stock, so the warehouse cancelled fulfillment of my order. However, because the warehouse system and online store system aren't interconnected, there is 0 mechanism for automated notifications to be generated and sent to the consumer.
I'm trying to think of a comparably bush-league mess of poorly inter-connected merchant IT systems, and I suppose fortunately I cannot. At this point, the only way I'll be purchasing anything from ACE in the future is verify a specific item is in store, and then purchase it online at a lower price for store pickup at that store. All that trouble because ACE also doesn't price-match itself.
I understand that ACE is trying to maintain that local hardware store function in a lot of communities, but they really are driving a disservice to their customer base.
2 months ago
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