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Consumer Complaints

BBB Accredited Business since 04/09/2001

Seconds & Surplus Building Materials

Phone: (214) 637-3131Fax: (214) 634-0410

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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
08/13/2013Problems with Product / Service | Read Complaint Details
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Complaint
Tried to exchange a toilet for another toilet with receipt and in original packaging. They refused due to had been installed. Toilet was too tall.

Purchased a toilet ticket #X-XXXXXX X/4/2013 from a Salesperson named Joe, on ticket says JJM. We purchased toilet and chair rail total charged 90.71. Joe did not charge for the toilet ring he said needed to install the toilet also mentioned screws in the box but, that wasn't true! Checked out, Joe advised me of my rights to return toilet if for any reason with the policy below on receipt stating ""IN STOCK ITEMS CAN BE RETURNED FOR" 1. exchange for another item, 2. store credit good for 12 months 3. for refund with a 20% restocking fee valid for 30 days from date of purchase. Also, I took a picture of the return polices on the Wall on Monday 5/6/2013 when I tried to go exchange the one salesperson was going to return but, then the other salesman said they couldn't take back due to already had been installed. And was given really bad customer service, salespeople lying, not letting me talk to a manager, telling me to put toilet on craigslist to sale! 70-TOILETC3430/T1102 ADA COMFORT HT 18" A GRD WHIT BOWL & TANK 1 QTY 79.00. Finally the salesperson let me talk to Randy Hague who said was the manager with the same outcome not wanting to honor my exchange policy due to toilet had been installed. When I asked for corporate office he said it was that number on his business card which is the Regal Row location and also, was denied his business card and name at first by the salesperson at counter who was the one who told me to sell the toilet on craigslist! The toile was to high when I sat on it so told my installer to take it back off so we could go return for another toilet not as tall! I'm 5"9" and I still had to tip toe when I sat on the toilet. My main complaint is they did not honor the return policy on the receipt or what is posted in their warehouse, no where does it say can not return toilet or any thing once it has been install, does that go for A door too? A dish washer? This does not make sense to me!! Like I said we cleaned as much as we could on the toilet still new put back in original box the way we purchased! ALso, I did mention to all those salesmen that I would be reporting to BBB and I also contacted Becky Oliver at Channel 4 news!

Desired Settlement
I want to be able to exchange the toilet for another shorter one! I saw one there on Monday 5/6/2013 but, they denied me to exchange but, did offer a discount on another but, what am I to do with this one I already purchased? I want them to change their policies to reflect no exchanges or refunds once items have been installed due to this is FALSE polices!

Business' Initial Response
I am Randy Hague the Store Manager at Seconds and Surplus located at 909 Regal Row in Dallas Texas 75247. I was the manager that handled the request for return on a toilet that was purchased by ***** ******. First let me state we always treat our customer with respect and courtesy. Ms. ****** came into our store to return a toilet she had purchased on May 4, 2013. The return was escalated to me (Randy Hague) after being told the toilet could not be returned by the sales person and Ms. ****** requested to speak to a manager. She explained to me that the toilet was too tall but also mentioned that it had been installed. I explained that I could not return a toilet that had been installed and used. To try to accommodate Ms. ******, she was offered a discount off of a new toilet. She did ask me for the corporate office phone number and I handed her my business card showing her the number to call. Mrs. ****** was not denied my business card as she took it with her. I told her that the number she calls will be the number to this location which our corporate offices are located and she got irritated and Ms. ****** and her husband grabbed the cart the toilet was on and left the building. To help settle this matter, I will offer Ms. ****** 50% off any toilet we have in stock. I cannot take the toilet back that was purchased. It would have to be disposed in our dumpster.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all if they treat all customers with respect why would he (Randy Hague) hide from us and not come out and talk to us until I did get irritated? Furthermore, that was not my HUSBAND, way to assume. And why would the younger salesmen want to exchange the toilet until some other sale man told them right there in front of my NEPHEW that they were not suppose to exchange toilets! I requested an exchange and also for their policies to reflect no exchanges to items already installed. I will not be taking advantage of the offer! I was not there to return but, to exchange the toilet! Like I mentioned before if it had been a door already installed I assume they would not exchange it for any customers!

Industry Comparison| Chart

Building Materials, Contractors - Flooring, Tile Sales, Moldings, Hardware - Builders, Landscape Lighting, Windows, Storm Windows & Doors, Plumbing Fixtures, Parts, Supplies - Retail, Lighting Fixtures - Retail, Kitchen Cabinets & Equipment - Household, Hardware - Retail, Floors - Hardwood, Floor Materials - Retail, Doors - Patio, Doors, Door Frames, Cabinets, Granite, Cabinet Equipment & Supplies

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.