Complaints

This profile includes complaints for Retail Direct LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Retail Direct LLC

  107 International Dr Peachtree City, GA 30269-1911

• 

  Retail Direct LLC

  101 World Drive Suite200 Peachtree City, GA 30269

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:03/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We had ordered a refrigerator from ****** and Retail Direct delivered it on 2/18/2023. During delivery they damage the vinyl flooring by putting tears in it and that was newly installed and the delivery guys dropped their power tool and it hit the front of our dishwasher and dented and scraped it. I have file a claim through them and sent all photos. They initially offered $350 for damages. The flooring is a solid sheet of vinyl and they said we could cut out and piece in new flooring. However that cannot be done because it is textured and will not look right. The cover on the dishwasher could be replaced but it has been discontinued and we cannot find any. They are fighting with us saying to take it somewhere to get repaired. They have only seen photos and nothing in person. Photos are 2 dimensional and cannot show the full extent of damage verses seeing in person. I have sent all receipts, model numbers and all. When I spoke to a manager yesterday she screamed at me and said I have no clue what I am talking about and that it can be repaired and they are not doing anymore for us then what was offered. She literally yelled at me and would not let me talk.

• Initial Complaint

  Date:02/17/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 January 2, 2023 *************************** opted to cancel our contract with RTL due to "no insurance, which we definitely had, We paid $4000 down to make sure we had the insurance they asked for. She claims that she reached out to us to get the *** but the *** had been sent 4 times by both me, my husband as well as the insurance company we purchased it from. Upon contract cancellation RTL states that they have the option to hold funds due to us for 45 days to make sure claims are not brought against us. No claims came in those 45 days which ended on February 16, 2023. We have attempted to contact ***************************, ***************************, ***********************, ********************* as well as *********************** and the compliance department neither of them took the time out to let us know when or how we would receive the funds owed. ******* even went as far as to shut her cellphone off to avoid our calls. Communication has always been an issue since we no longer work with them. ALL we want are the settlement owed to us ( 2 weeks totaling over $$5,000) I have spoken to other contractors who have or are having the same issue with this company. Most of them have moved on to Riverstone Logistics and are definitely not going to reach out to help us with this matter. DO NOT CONTRACT WITH THESE PEOPLE!

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Retail Direct Claim # ****** On January 2nd, 2023 a washer from ****** was delivered to our house. There was an issue with this ******** ******* agreed to exchange it for a LKQ model. On January 9th, 2023, around 6:30 p.m. The Lowes contracted delivery company arrived. The two deliverymen arrived; one came in the house while the other was unloaded the replacement. They spoke little English & were seemed to be in a hurry. I advised the one who came in the house he did not need to disconnect the water supply lines from the shut offs in the wall, just the back of the washing machine as the water had been shut off as the supply lines were brand new. He took a large pair of channel lock pliers to the hot water shut off, turned then making an oops sound. He had broken the valve from the line going down inside the wall & hot water onto the floor & inside the wall the utility room area. The delivery agent stated they would send a driver out in the morning to repair this. I needed a plumber not a delivery driver. She hung up on my wife saying we were not being cooperative. The water was shut off, which affected the entire house, we needed to have a plumber come out and make an emergency repair to isolate this area. A claim was filed through ****** and a packet prepared with photos, received and a letter of the events. This was sent to Retail Direct on Feb 5th. After emailing them again, they acknowledged receipt of my packet on Feb 13th. A call to them today, Feb 15, they advised they had sent me a letter denying my claim. They would only say there info was that the delivery was completed and I could dispute once I got the letter as it gave the parameters. I asked for a supervisor and was told they would transfer me to ****** (would not give any last name). After being on hold for 10 minutes, a lady said hello, I asked if this was ****** and was met with hello, hello, hello, then the line clicked and she came back hello, hello, with no response to me.

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Retail direct is a third party vendor for Lowes. On 12/12,retail direct delivery team installed a ** refrigerator. During installation, the installer had trouble connecting the water line but advised he had it and all is good. On 12/19, Lowes delivery team was back out to pick up the refrigerator and install another one. Side note - I decided to return the original ** Refrigerator and purchased an ** refrigerator. During installation on 12/19, retail direct team discovered the stripped water line and water leak. The install team advices they couldn't do anything because of the stripped line. I had to call a plumber to fix. ************** came out to fix and recommended a restoration company come out due inside wall boards wet. Due to the negligence of Retail Direct install team, I'm out of pocket $1200. I filed a claim with retail direct. Last week, I received a letter from retail direct denying the claim. The letter advised if I had question call within 14 days of receiving the letter. There was no phone number or contact name to discuss the details of the claim. I called retail direct scheduling team to get the phone number of the claims department. Once I got the claims department on the phone, I requested to speak to a member of leadership. I was advised no one was available and requested a call back. As of 1/31 at 8:00 pm, I have not received a call from retail direct. My request was voice to voice contact with leadership of Retail direct claims leadership to discuss specifics of my claim.Describe what you would consider to be a fair resolution to your complaint.I would like voice to voice contact with management from retail direct claims operation. In addition, Retail direct needs to explain why on 12/19, their install team could not install the ** refrigerator but installed the ** Refrigerator on 12/12? Thank you!

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I purchased a stove and refrigerator from Lowes in August 2022. When they came to deliver them they refused to take the doors off the refrigerator and tried to manhandle it into my house. In the process they damage my screen door which is bent to the point it will not close, they dented my steel interior door, they tore up the trim around the door and then damaged the entryway to my kitchen. I filed a claim with them and sent pictures. I sent an estimate to fet at least my 2 doors fixed so my home is once again fully secure. The estimate for the doors is $2600, this does not even include the entryway to my kitchen. They sent a settlement of $150 first then $500. Their insured damaged my house and they need to cover bringing my house whole again.

• Initial Complaint

  Date:01/04/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  In August 2022 I purchased appliances from ********************* paying for delivery of a stove, refrigerator and dishwasher. The first refrigerator arrived damaged, noted by delivery man and was not even taken off the truck. The second refrigerator was delivered months later. Delivery men arrived without calling. Neither spoke English. They were having difficulty and struggling to carry the refrigerator up the stairs and I was behind them. When they finally got to the top, the refrigerator or the dolly had left a big scratch in the floor at the top of the stairs. They wheeled the refrigerator into its place and plugged it in - and were ready to leave without hooking up the water to icemaker. I tried to tell them this but they just shrugged and said "no English". They moved the refrigerator back and forth several times pointing at the plug indicating to me that it was plugged in not understanding what I was saying about the water line scratching the floor in the process. As we could not this discuss due to language barrier, they left. I called the manager at Lowes the next day who told me delivery is subcontracted and Lowes is not responsible, even though they charged me and were paid delivery fee. Following their advice, I contacted the delivery service, Retail Direct, and filed a claim which was denied saying that I did not directly witness the damage being done, because I was behind the men on the stairs and did not actually see the appliance go into the wood. They also said there were other contractors in the house- not true. No other appliances had been delivered and the floor was only a few weeks old, no work had been done in the house since the floor was finished and no one had been in the house. The scratches were made at this delivery.The contractor says the scratches are so deep and multiple that the area needs to be resanded, stained and finished. The delivery was at our cottage, ******************************.

• Initial Complaint

  Date:01/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I ordered a washer and dryer from Lowes on 12/24/22 in store and paid for haul away of my broken washer and dryer. Delivery was 12/29/22 and the delivery men said their truck broke down and they didn't have room to take our old washer and dryer. They gave us a number to call to schedule removal. We scheduled for 1/1/23 between ****. Then we got a call that we got moved to 2-6. At 630 we called Retail Direct asking where they were, and the man on the phone said we were stop #8 and the driver was only on stop #6. We called at 715 and we were again assured the driver was on his way. When we called at 9 Retail Direct said the truck is at the warehouse. The driver had too many stops. I should call *****, who is closed, there are no managers to speak to, and offered NO apology or explanation.

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We had a refrigerator delivered from Lowes by their company. The delivery drivers damaged our home when they decided to try and fit a full size refrigerator through a 30 inch door instead of going out the front door with it. After filing a claim they denied it saying I told them that the damage was preexisting which was a huge lie. I watched them do the damage.

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a refrigerator from Lowes on 11/11/22 and paid for delivery and installation. ***** contracted out Retail direct to do the delivery and install on 11/13/22. RD called me when they were 5 min away from the property and informed me that they do not install but would only be dropping it off. I asked if they were going to put it in the kitchen since there was no water line hookup, plugging in the appliance wasnt a problem. I was notified on Wednesday by my tenant that the refrigerator was left in the hallway and blocking acces from the front door to the rest of the house and the techs left without explanation. And my floors were damaged during the delivery. After contacting Lowes customer service I was told to file a complaint with RD. After 3 weeks of reaching out I was finally able to file the complaint and was then notified by mail that the claim was denied. The techs said that they told my tenants that they were not able to get the fridge through thee doorway and the tenant said I would install the fridge. That was not the information I was given by my tenant. I have provided the cost of the floor repair, as well as receipts and video of the damage, and how much it cost to refinish the floor initially. I am seeking payment for damages to the floor. Also when I spoke to ********************* she was very rude and when I asked to speak to a manager the call was conveniently disconnected. I have not heard from them as of 11/05/22.

• Initial Complaint

  Date:12/07/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 Thursday November 17th I was awaiting delivery from Lowes they use Retail direct for their deliveries . I got a call about 1 30 telling me the driver was about 15mins away. I had to leave to pick my child up from school so I wasn't home when the delivery was made. When I got home I noticed fresh tire ****s / ruts in my front yard where my septic systems is and the ****s/ ruts continued on past trees that **** our property line entering my elderly neighbors back yard and continuing through their back yard . These ruts are massive ! I have emailed and called multiple times to get this issue resolved but the company is giving me the run around .