Complaints

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• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/4/24 I bought a pair of Fiscars H she Shears from the above retail store. The shears do not cut a living shrub. Took the ****** back the retailer and was denied refund. I wrote the owner a letter but never received comment. I went back to the store yesterday 10/24/24 and all of a sudden they do not refund. There is nothing on the receipt telling me this. They reluctantly may issue a gift certificate ( because the shears were used). How else would I know they did not cut. He did offer and. Asked for a refund which he denied because the register would not do that . I have been refunded on a different item directly back to my credit card. I did ask him where this non refund was stated in the store and he pointed to a printed piece at the second register. That was not there two weeks ago when I tried to return the shears. I am a senior citizen and I am getting very tired of being singled out for hogwash. I cannot afford to buy another pair of shears w/ out having the money returned. And I also need a ****** shear. This pair has some sort of coating on the blades.

  Business Response

  Date: 11/15/2024

  The customer was denied a refund on 10/4/24 as the item was not in original packaging, had been visibly used as it was dirty, but was not "defective" in which case a refund or exchange would be issued and item would be sent back to manufacturer. Per our return policy,(which has always been posted at our service desks) most new and unopened/unused merchandise can be returned with receipt and original packaging within a 15 day period. Customer stated she used the clippers but did not like them as they didn't cut. Supervisor on duty tested the clippers which worked perfectly fine and tried to give suggestions and advice for using the tools. The customer was not accepting of any advice and caused a scene in front of other patrons. She left the clippers behind when she left. 

  Customer did come back a second time without the item and wanted a credit again on the same item. Customer again was informed that we do have a 15 day return policy and it was now past that time. Customer was also informed that the item was used with no packaging that we cannot return the item.  We did offer her another option of clipper brand  and she stated that per her age and physical ability that she would not know if any other options would work. she was also informed that our computers have a fail safe to not allow refunds on used and non-sellable returns. As manager I had agreed to provide her with store credit and override our store policy but she had refused the gift certificate and left the store, returning minutes later and demanding the ******** that she left here 10/4/24 be given back to her. 

  Customer Answer

  Date: 11/18/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22473610
  
  I am rejecting this response because:
  There were no demands ******* age has nothing to do with a faulty
  Hedge shear. The young lady cut a thicker branch of a dried weed. I tried on thinner ******. I went back the second time to retrieve the shears I paid for. Gentleman in store did mention age and use electric shears. And how would I know if they were defective unless I tried to use them. That one makes no sense. I look at this as senior harassment. He even joked with men at the counter at my expense. Not a good show of public relations. Pics of the letter I sent and the shears with complete packaging. The np return policy is at 1 register on the counter. Not very visible. Not on receipt or web page. Just disgusted with them. 
  Regards,
  
  ********* *****