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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that True Value Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMs. Susan Radde, Assistant General Counsel Mr. Brent Burger, Chairman of the Board Mr. John Hartmann, President/CEO Ms. Chris Taylor, Director-Corp. Comm.
Hardware - Retail Hardware Stores (NAICS: 444130)
Products & Services
This company offers supplies to True Value Hardware stores.
8600 W. Bryn Mawr Ave.
Chicago, IL 60631 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: In addition to having a refund/exchange issue, I experienced a product issue and customer service issues. I purchased a snowman solar lantern on 12/2/13 and attempted to return the item with my receipt on 12/26/13. The lantern worked inconsistently for the entire time I had it displayed. I liked the lantern very much and planned to keep it out winters for years to come. The light worked only a handful of times despite being out in the sunlight every day. I followed the instructions the came with the product. While I was packing the lantern to return, the light came on when the lantern was upside down, and then turned off when turned right-side up. I did not want to keep a product that worked inconsistently. **** (who refused to divulge his last name) proceeded to put his hand over the top of the lantern, and the light turned on. Then, he stormed outside to prove that the light worked outside. Upon his return, he called me a liar and said he didn't know what I "was trying to pull". To reiterate, the light worked some of the time while I had it outside, but not the majority of the time. It is my prerogative as a consumer to return a product that I deem inferior, not performing up to my expectations, and not fulfilling what is outlined by the manufacturer. ****** unprofessional approach and inability to communicate respectfully are unacceptable. My request for a refund with a receipt is a reasonable expectation. Please note that I did not put the lantern until 10 days after the purchase. Product_Or_Service: ***** ******* Lantern ------------------------------------------------ Transferred from **** ***** **** E. **** Road ********* ******** ** XXXXX URL: arlingtonheightstruevalue.com Phone: XXXXXXXXXX
Desired Settlement: DesiredSettlementID: Refund I want to return the snowman lantern and have my credit card refunded the price (plus tax) that I paid for the merchandise.
Business Response: Initial Business Response /* (1000, 7, 2014/01/10) */ Thank you for contacting True Value Company. By way of background, True Value Company is a cooperative made up of independently owned and operated retail stores. Each store is free to set its own policies and procedures for refunds and returns. We are sorry you had a bad experience in your attempt to return the product. However, any return or refund must be made at the independent store. We hope that your experience does not deter you from shopping at your local independent True Value retail stores in the future. Best Regards, ***** ***** Assistant General Counsel True Value Company Final Consumer Response /* (2000, 17, 2014/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the proposed resolution because it is a fair compromise. I was treated unfairly and disrespected by ****, the manager/owner of True Value in ********* **** *** However, True Value's Customer Service department sought to rectify the issue professionally while offering an acceptable alternative. **** should receive counseling/training to ensure he does not treat other consumers disrespectfully and unprofessionally. Final Business Response /* (4000, 19, 2014/02/18) */ We are glad that we were able to offer a resolution to the situation and hope that the consumer considers shopping at a local True Value hardware store in the future. Consumer Response /* (450, 25, 2014/02/20) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: Corporate True Value sent me a gift card to compensate for the defective snowman lantern. I indicated that Corporate True Value responded to the complaint to my satisfaction. Please edit your records to accurately reflect the outcome of my complaint.