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Business Profile

Hardware Sales

Aztec Hardware

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardware Sales.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:09/20/2022

    Type:Product Issues
    Status:
    Answered
    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 September 3, 2022 my daughter purchased a tool from Aztec hardware in the amount of $24.29 today I returned the item for full refund and was told that I had to have the debit card that she used to for the original Purchase, she lives in Los Alamos NM and will not be back for some time. I pointed out their posted policy for returns stated all refunds must have a receipt and be within the 30 days. It did not state the refund must be in any particular form. They must disclose all requirements including the refund in the original form, ie. had I written a check they would not have issued a check for the refund.

    Business Response

    Date: 02/08/2023

    Good Afternoon,


    In response to this letter regarding customer *** *****.

     

    I received the call from the employee that was handling this and spoke indirectly to the customer while they were there via the phone, back in September.

     

    I foremost apologized for the inconvenience this was causing and further explained funds must be refunded to the card that was originally used for the credit card/debit transaction.  This is to help prevent fraud by ensuring the funds get returned to the same credit card account and/or financial institution account, as well so the customer who purchased the item sees it going back into their account.

     

    The employee informed me that a couple of days later the Mother of the daughter came in with her daughter’s credit/debit card and full refund was given.

     

    The customer is incorrect regarding his statement “ if a check was written they would of not issued a check for the refund”.   We would have indeed, and do so, we refund in the method that the original transaction occurred.  The only exception would be if it was a large amount of cash, that we did not have on hand, in which we ask the customer if we can issue a check.  If they decline, we ask for additional time to go to the bank and take out the cash to return to customer.

    Common practice and policy with any retail business is:  Refund is reimbursed in the form of original transaction.  Our policy does state we require the receipt – I cannot remember if they wanted us to look it up or not, but that’s not common practice -we require the receipt we gave them.

     

     

    ****** *****

Aztec Hardware is NOT a BBB Accredited Business.

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