Got the post card, called and CSR made "one time exception" and pushed the rebate through. Something she stressed to me, even though the rebate form made no mention of this is that apparently these rebates are only valid for "in store purchase" and even though most of us ordered online and "shipped to store" that did not count.
Heads up and caveat emptor for future I guess
Also side note, Ace's ship to store seems super disorganized, when I went to store, the manifest the manager had only showed 1 out of 5 items I ordered even though all items did arrive. I had to pull up my online order and CC bill to "prove" that I did indeed pay for the items already. Just a heads up and be careful all with Ace in the future
I was out of the Country and on my return (yesterday), I got the "Ace SKU not found" card in the mail too. Today I checked this post and I used the chat option, just 2 clicks and the regular info (name, rebate number), then the CS said
CS: As a customer courtesy though I've gone ahead and updated this information and your rebate is now processing.
CS: Your rebate is now valid and your check for $20.00 will be processed and mailed out to your address within the next 15 days from today.
CS: Just be sure to keep in mind Fedechat that the check will be arriving in the mail in the form of a postcard.
Since this was a "courtesy" I asked what the problem was, CS said
CS: The Ace SKU's weren't added to your ACE Rewards card at the time of the purchase, that was not your fault.
In other words, that was the real problem and it was not our fault!!!
I got the same "invalid" reason for the rebates but was told that "rebate not valid for online purchases even if picking up in store" but exception was made for me as well... scammy
Same problem as others, received postcard saying my rebate was denied because "Ace SKU not found"
Chat on Google Chrome (Mac) did not allow me to send messages.
Finally chatted successfully in different browser. Gave them my ACE Rewards number and all of the item SKU numbers, and they came back with the following:
"The reason why the SKU number could not be found is because either the Ace Rewards card was not scanned or it was scanned improperly at the time of the purchase. This also may occur if the Ace Rewards card that was used to submit the rebate was different from the one to make the purchase. However, I have updated the status on your rebate and it is now valid. Please allow 15 days to receive your $25 check in the form of a postcard."
Very silly, considering that I entered the ACE Rewards number during checkout, and ACE's own rebate submission tool auto-populated the SKU information from the order linked to my ACE Rewards account. (Indeed, I can still see the points on my ACE Rewards account from this purchase.)
I should note that I received all of the items on the order just fine. I love my local ACE Hardware store and will continue to visit it (Settergren's in Minneapolis). But I doubt I will bother with future online/rebate promotions from this company.
ACE is the worse rebate experience I've ever had. Even though it's paperless, they are horrible to honor the rebate.
I had to contact rebate customer support via chat 3 times to inquire about my rebate and I'm still waiting for my money.
1st time after a couple weeks to ask why my rebates were "Invalid SKU". The agent immediately changed to "Valid" with no excuse why they didn't correct this themselves.
2nd time after a couple more weeks to ask if my rebate was being processed pass "Valid". The agent immediately changed to "Processing" with no excuse what they were waiting for.
3rd time after a month to ask when is my rebate going to be sent. The agent immediately changed to "Reward Issued" without no excuse why they were waiting for me to call and ask.
Seems this is a scam that they will not move your rebate along unless you are diligent to keep contacting them every few weeks to ask why they are not processing your rebate.
Ultimately they are hoping most people will either forget or give up trying and they will keep your money.
Now I'm waiting to see if I ever receive my rebate check.
I'm expecting I'll need to contact them a 4th time in another few weeks to ask where's the check.
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