Like John, another reporter on usacomplaints.com, I experienced the exact same con from the Ace Hardware Superstore online. I ordered over $700 of backsplash material for my kitchen, and never received the items, despite my credit card being charged the full amount within 24 hours of the order.
After multiple attempts to contact them, I received an email (probably identical to the one cited in other posts to this site) with a false apology for the inconvenience, that this is a "special order item" and requires an additional $89.99 of shipping.
The customer service representative hung up on me and then when I called back, left me on hold for a long period then hung up on me again. I have filed a complaint with the Better Business Bureau who gives this company an F rating.
Please watch out for this company, their low prices are a lure for the hidden "special order" shipping fees. ACE should strip them of their franchise because they are a disgrace to the brand.
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