Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:31/10/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 October 28 we visited Lammels Lethbridge. Signs posted in store all wrangler jeans buy 1 get 1 50% off. *** the manager refused to honour sale. *************** made us post these signs and not honour this sale. I told him people would be upset.

  Business Response

  Date: 06/11/2023

  We acknowledge and agree with this customer's complaint. 
  
  The sale was intended to be on Wrangler "Retro" product line only, but due to a mishap with printing signage, we did not get the proper signage package to the stores in time. We do understand the rules of selling, so all staff were informed to honour the price as indicated by the sign, on ALL Wrangler product.
  
  In this case, however, it appears there may have been some miscommunication and frustrations at the point the customer was speaking to our staff, and they didn't feel they had the opportunity to project this information to this gentleman before he left upset. We apologize for any confusion, and offer the customer to come in and speak to the store manager to receive the deal on any Wrangler product he wants.
  

  Thank you.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20804721
  
  I am rejecting this response because:

  firstly thank you to Lammels for response and offering some type of sale.

   

  but the message implies that the manager (*** if I remember correctly) offered to make things right at the counter. This is a complete lie.. she commented *************** told me not to honour signs even though customers would be anger. I was 3 rd complaint of the morning but at NO point was a resolution offered. In fact I bought the 2 pairs of pants at full price without a fuss. Reread the sign after and returned the pants. At no point did *** offer to correct the pricing. In that example alone she had initially purchase opportunity to rectify sale and once again as I returned the pants. I assure you a sale was not offered.

   

  I tried to contact Lammels via FB and their email. No response so I reached out to bbb. At this point I dont care about the pants. I see the complete lie provided back from Lammels on how the situation was handled and feel this is the larger issue.  I live in ********** so a return to Lethbridge just for pants will not happen. Id like a senior manager to contact. I would like a real apology not what they offer in the attached message. Thank you **** ************
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/11/2023

  I, *********************** (Omnichannel Manager) have called this customer, and received his direct account of the details. His account does differ notably from what we were told by the employee, and upon speaking to him, I feel there is a strong likelihood the account provided by our employee may hot have been wholly accurate.

  In addition, although we could not find an email from ******************, we can confirm that there was a contact on ********* which was missed by our customer service team. We would also like to apologize that our prior BBB response was also not intended to make a claim ****************** was telling untruths, but rather worded due to the fact it is often a struggle to uncover the exact details when receiving two accounts of a situation that differ. We believe we now have clarity on what occurred.
  
  In fact, I feel the errors made from our side are significant enough to warrant bringing this to the top of our company, to ensure we provide stores with concrete and clear instruction on how to handle such issues moving forward, as well as how our marketing department can mitigate future instances.
  

  Although ****************** did not ask for compensation in any way (further legitimizing his claims), the experience warranted compensation. We will be shipping him a new pair of Wrangler Jeans at no charge. ****************** indicated he considers this issue closed, although should he require any further assistance, he has been provided my direct email and I would be happy to continue our discussion, or there are any issues with his receipt of the jeans I will be sending.
  
  In closing, I would like to thank ****************** for trying to reach us multiple times to ensure we received his account of his experience. I was not personally aware of this signage issue until his BBB submission, and his perseverance has ensured we have received the message loud and clear, so we can ensure this never occurs again. 
  
  Thank you.
  
  ***********************

  Customer Answer

  Date: 10/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************