Big Lots

The response is FALSE the delivery company DID NOT originally call me in regards to the delivery of my replacement item as I had to reach out the them to inquire upon my delivery  ALSO upon the District Managers original call I did not want just a free sofa as I understood that my request was unreasonable. Therefore I asked the District Manager for a discount on my purchase which he refused only offering me a $10 gift card and 20% off of my NEXT purchase.  I feel that this 20% should have been applied to my original purchase.I feel that the District Manager was less than accommodating in regards to my issue of receiving a defective sofa sold to me by BIG LOTS, as I had made a rather large purchase.  The District Manager was RUDE and condescending through out the duration of our call.Also upon my second complaint to the company BIG LOTS in regards to the manner in which the District manager had conducted my complaint of the defective sofa I have yet to receive any sort of response therefore I have brought my complain to the Revdex.com as suggested by the District Manager as he stated that if I was unhappy with our conversation to go ahead and file my complaint with the Revdex.com upon our original conversationI would like a discount of my purchase due to the inconvenience that I have experienced, as I feel that this is more than fair considering the way I as a consumer had been treated by BIG LOTS.

Consumer called Revdex.com and left a voice mail message that Big Lots has done nothing to help him and he has not heard anything.

Good morning,
Thank you for your additional information. I apologize for any confusion. We did indicate, that based upon information previously provided, if the original purchase was in fact June of 2014, the upholstery on this product is still under warranty. The majority of furniture pieces such as this, carry a one year warranty, from the date of purchase, on the fabric/upholstery/etc.
In the event that the problem, or defect, causing the issue you are describing is a covered defect, according to the terms and conditions set forth by the original manufacturer, upon inspection, Big Lots will replace the couch with a new one.
The merchandise must be returned to the store, with the original receipt, or alternate approved form of proof of purchase, so that management on site can inspect the item. We suggest calling the store prior to just showing up with the furniture, so that staff on site can be prepared to assist with this transaction, and will have someone available for this purpose specifically.
Unless, or until, the merchandise is inspected, and the proof of purchase is presented, there is little else that we can do from here to help address this matter. In the event you prefer to have help to arrange a time to return this couch, please feel free to contact us with the dates and time/s you are available.
Thank you again, and have a nice day.
[redacted] Customer Care Department Supervisor Big Lots Stores, Inc

Good morning Ms. Hendrix,Thank you for the additional correspondence.  We again apologize for your experience.  We understand what you may see on your receipt however again, here is our policy regarding delivery.At this time, we do not have delivery available through Big Lots, Inc., however, many of our stores do offer information for local third party delivery companies that provide this service. Select locations may also have the name and number of someone locally who can help with this service for a fee.  These businesses are not affiliated with or endorsed by Big Lots.We do not have a fleet of delivery trucks nor employees whom provide delivery, this is all done via local third party service providers and they are again not affiliated with or endorsed by Big Lots.Because we do not own or manage the business that provided your delivery service we have no governance over them.  It is unfortunate however you should file your complaint against the correct business in order to obtain the resolution you are looking for.We are happy to notify the District Manager of the store in which you made this purchase so that further use of this particular service provider can be evaluated to prevent other customers from having this same experience.  Please provide the store location in which you made the purchase, including street address as well as city and state so that we are sure to contact the correct persons regarding this matter. Thank you again and have a nice day.Sincerely,JanCustomer Care DepartmentBig Lots Stores, Inc.###-###-####

Maybe [redacted] from Customer Care of big lots should conduct a FULL investigation prior to a comment of the customer refused all solutions as this is in fact a false statement as I will be now sending a letter to the president /CEO Mr. [redacted] of the company now as well due to the false accusations made in the company response.I would like a discount of my purchase due to the inconvenience that I have experienced, as I feel that this is more than fair considering the way I as a consumer had been treated by BIG LOTS.

Good afternoon, We have been in contact with the District Manager over the customer's local store. The District Manager has tried to call the customer several times with no response from the customer. The District Manager is asking for the customer to return his calls. Thank you and have a good day....

KyleCustomer CareBig Lots, Inc.

Good morning Ms. [redacted],Thank you for the additional correspondence.  We are happy to assist you with the warranty claim on your furniture, however per the manufacturer there is a policy and procedure in place to do so, and we as well as you the consumer are required to follow this policy.  We are offering you the assistance you have requested.Please be advised again that your sofa is covered under manufacturer warranty that is administered by Big Lots at the local store level.  Per the manufacturer's requirements you will need to bring the defective item to the store to be exchanged, for like kind and quality, any price difference is the responsibility of the customer.  Warranty does not cover the cost of transporting the item to and from the store and you will be required to provide proof of purchase, i.e, the original sales receipt.You can contact the local store and speak to either the Furniture Sales Manager or the Store Manager to make the necessary arrangements.  If you have already contacted the store and still require assistance please call us directly at ###-###-#### to provide the store location and we will gladly contact the local District Manager to assist you.If you need assistance with the receipt we will also be glad to assist you with this.  We are able to locate receipts if it is linked to a Rewards account, we will need your email address or card number associated with that account to locate the receipt.  In the event that you are not a Rewards member we can perform a receipt inquiry for you, we will need the date of purchase, the store location and the exact total amount of the transaction in order to do so.  If you paid by bank card or check this information will be available on your bank statement.Again, we apologize for your inconvenience and are most happy to assist you according to the terms and conditions of the warranty policy.Sincerely,JanCustomer Care DepartmentBig Lots Stores, Inc.###-###-####

Re: Conversation on December 17, 2016 at about 10:30 a.m, withSherri (Big Lots ###-###-####) did not give her last name.Stated she was sorry no one had been in contact with me regarding incident.Asked what did I want to resoIve the issue? I told Sherri -replacement ofmy jacket/cannot be repaired. I told Sherri, I would check around and tryto find a replacement jacket. Sherri said she would then speak to herdistrict manager.I have not found another leather jacket as of yet.On December 23, 2016, I received the following packet via mail. PacketEnclosed. Stating alleged incident and requesting the packet be completed.Store personnel (Marcus) took photos and claim form was completed onNovember 17, 2016, at time of incident. Reported in store at Salemlocation. I am not alleging any medical concerns/problems.My coat was damaged.The forms enclosed look like forms for an employee of Big Lots tocomplete/submit when submitting a Worker's Compensation Claimwhen injured in one to their store locations.Requesting a copy of my Driver's License, Social Security informationseems to be a little much. Info of Medicare A or B - which I do notreceive is a littje ridiculous.Why would/should, I give out all my personal data to a discount store?Why would I give all my personal data to Big Lots? Thisdata should not be requesting to replace a jacket.I have pictures of the coat/damages. I have pictures of the rug boxwhich caused the damages. A Big Lots employee took photos.I worked for over 30 years and have my own medical insurance/benefitsfrom my previous employer. I am not submitting /or claiming anymedical injuries.All these forms sent to me from Big Lots - What does this have to dowith jacket?I have tried to work with Big Lots and believe I have been verypatient.I guess this is what I get for shopping in Big Lots (Discount Store).Please advise. Should I seek out other measures to this claim?

Good morning, We apologize for your inconvenience.  Upon review we have no record of any prior contact from this customer.  The Gazebo description as seen on our website is provided by the manufacturer, [redacted] Group, whom also holds and administers the warranty on this Gazebo.You...

should have been directed in store and in the owners manual that accompanied the product to contact the manufacturer directly for warranty claims and replacement units/parts.  You will be asked to provide proof of purchase, i.e. the original sales receipt.We can assist you in locating a copy of your receipt if necessary, to do so we will need the Rewards account information linked to this purchase.  If no Rewards account was used for this purchase we will need the store location, the date of purchase and the exact amount of the total transaction.  This information is typically available via your bank statement.Please contact [redacted] Group directly at ###-###-#### for further assistance with this issue.  You may contact Big Lots Customer Care Department directly by calling them at ###-###-#### should you require further assistance.Thank you and we again apologize for your inconvenience.Sincerely,JanCustomer Care DepartmentBig Lots Stores, Inc.866-244--5687

I only have the frame of the desk left.  I threw out the box (due to it being covered in glass).  I am fairly certain that the local store will not accept me bringing a frame with no box from the original packaging.  At this point, I have already had to go and purchase another desk.  I am requesting that a new box and shipping label be sent to me so that I can ship back the frame (this is all I have at this point) and that a full refund be issued to me for the purchase price and associated shipping cost.  Thank you!    
Regards,
Brian Keber

Good afternoon,
Thank you for providing the store location information. We have submitted this inquiry to the local area District Team Leader for review. Please allow +/- 24 - 48 hours for this matter to be investigated further. The manufacturer's warranty for this type of item does cover...

upholstery for up to one year, and the frame for up to 5 years. Warranties do need to be initiated at store level. Please advise if you have the original purchase receipt for this item, or record of the purchase via a bank statement or credit card statment.
Thank  you again, and have a nice day.
[redacted] Customer Care Department Big Lots Stores, Inc

the company is trying to place all blame for what transpired on a customer.  As I have stated, I DID NOT UNSUBSCRIBE.  When I called, I was told it could happen in many ways.  Over the time period, I was entitled to several $5.00 off coupons.  If they do not resolve the issue I am also going to report them to the Consumer Financial Protection Bureau  and all other agencies that regulate these programs among other actions.  They are acting in bad faith.  They deprived me of benefits I was offered for going there and making sure to spend for certain amounts to qualify for those values.

Good morning,
Thank you for bringing this matter to our attention. I apologize for any frustration.
We will forward your concern to the appropriate party for review, within the Payroll Department. Please note you may also reach out to them directly, to inquire about the status of your last...

paycheck. Please feel free to contact the Payroll Department, by dialing toll free ###-###-####.
Thank you again, and have a nice day.
[redacted] Customer Care Department Supervisor Big Lots Stores, Inc ###-###-####

Good afternoon,We have spoken to this customer and she has been advised that the sale was declined at the point of sale due to "Invalid PIN"  see attached copy of electronic data collected for this transaction.  The sale was not completed and the transaction declined, Big Lots Stores Inc....

did not send a settlement request for this transaction and we were not paid by the bank.  We have explained this to the customer and advised her that she will have to file a dispute with her bank for "Unauthorized/incorrect charge".  We are unable to correct the bank error that allowed this declined transaction to post to this customer's account.Sincerely,Janet O[redacted]

Mr. [redacted]s furniture is covered under a 12 month manufacturer warranty that Big Lots is responsible for administering at the local store level.We have forwarded his contact information and this complaint to the local District Manager to be resolved.  Customer will be required, as per the...

warranty guidelines provided by the manufacturer, to return the defective items to the store for exchange.  The warranty calls for replacement, customer may choose to upgrade and will be given credit towards the new furniture in the amount he paid for the current furniture.Customer needs to be advised that he will be required to provide his original sales receipt as proof of ownership and to establish the effective dates of his warranty coverage.  The manufacturer's warranty does not cover the cost of transporting the furniture to and from the store, this is the responsibility of the consumer.Mr. [redacted] should expect to be contacted in the next 48 to 72 hours to have this issue resolved.

Good morning Ms. [redacted],Thank you for contacting the Big Lots Customer Care Department regarding your recent experience at our [redacted] Big Lots store. We appreciate your feedback. I apologize for your inconvenience. I have forwarded your email and contact information on to the...

District Manager of that store so they may address these concerns with the appropriate people.The warranty on your furniture is a twelve month warranty provided by the manufacturer against defects, that we have been charged with administering at the local store level.  The manufacturer does require that the original sales receipt be provided when filing a warranty claim.  Warranty does allow for the exchange of your furniture, in the instance that your set has been discontinued, credit for the price paid will be provided towards the purchase of another set.     Thank you again, and have a nice day. JanetCustomer Care DepartmentBig Lots Stores

We have received and reviewed the customers concern. Reviewing the concern it appears that the customer opted to use the Lease to Purchase program which is financed by Progressive Financing. The customer agreed to the terms and conditions of the contract prior to the sale completing. Unfortunately,...

we here can not help with the contract as the customer entered a contract with Progressive Financing. We suggest the customer call them at: ###-###-####.[redacted]Big Lots Customer Care

I have received and reviewed the customers concern with the District Manager over the Decatur store. I am confused as to why this was submitted on 7/9/2015. The customer called us with the same request 6/16/2015. The information was sent to the District Manager who offered an exchange and gift...

card. The customer returned on 7/7/2015 received an exchange for a more expensive clock and a $25 gift card. Thank you [redacted]Big Lots Customer Care

We are not suggesting that this customer return the broken shards of glass from the broken desk top, these can and should be discarded to avoid further injury.  We do however require that the remaining desk parts be returned for a refund.  We can ship a new desk or one can be obtained at the local store should customer decide to return at store versus using the issued product return authorization shipping label that has been provided.

I was notified by store that the couch I purchased was discontinued.  The store is sending a gift card for the complete purchase price so I can purchase a different couch.  I consider the complaint resolved.