Big Lots

Good evening [redacted], When a purchase is Leased via the Lease To Purchase Program by [redacted], yes they pay Big Lots for the entire amount of the furniture. The customer then pays off the items due to the contract that is entered between [redacted] and the Customer. This situation is handled the same way for any Big Lots customer making a return of a Leased To Purchase contract. The refund of your monies are processed by [redacted], to be refunded to you. [redacted] will contact the local Big Lots representative, so that your local Big Lots can accept the return of the physical furniture. Big Lots will receive the returned furniture. The monies you paid to [redacted], will be returned to you by [redacted] per the if applicable to the terms of their contract. Feel free to call us if you'd like to discuss this further. We at Big Lots can be reached @ ###-###-####. Big Lots Case # [redacted]. As stated before, to request the refund of the money paid to [redacted], you must make that claim with [redacted]. They can be reached @ ###-###-####.Thank you.[redacted]
[redacted]Big Lots Stores, Inc.

Good afternoon, Thank you for contacting us. We are certainly disappointed to hear of the frustrating experience you have had with this product, and with the manufacturer/vendor of the item. We have escalated this matter to the appropriate parties for review, and have notified the buyer of the...

issue as well. Please allow time for the buyer to reach out to the manufacturer to investigate this matter, and assist in coordinating an acceptable resolution. Thank you again and have a nice day. Audra Customer Care DepartmentBig Lots Stores

Good afternoon,
Thank you for providing this information.
Our records indicate that this customer had previously contacted our Corporate Customer Care Department directly, regarding this inquiry. The customer has also spoken to the local area District Team Leader, over this Houston, TX store...

location, in which she notes the original purchase to have been made.
Unfortunately, without any verifiable proof of purchase, there is not any way to assist with this request, at this time. We will be happy to revisit this request, in the event that additional transaction information can be provided, so we can attempt to locate a receipt. We have reviewed this customer's registered Rewards account. linked to email address [redacted]@gmail.com, and do not find a purchase logged, that includes X 2 beds. If a credit or debit card was used on the transaction, we would suggest reviewing the statements from that account, to determine the total amount of the entire transaction, as well as the date of purchase, and confirmation of the store location. If that information can be obtained, we will be more than happy to pull a duplicate receipt.
In lieu of this frustration, we have gifted the registered Rewards account, with a 20% off discount, that is valid for use on one purchase, within the next 30 days.
The vendor of the product that this customer references does have a toll free Customer Service line, and may be able to offer some kind of other assistance. At the very least, the customer could express her unhappiness with the manufacturer of the item, and let them know, as well, that she feels there was a quality issue with the product she purchased. The phone number to reach them directly is: ###-###-####.
Please contact us, if any transaction information is able to be obtained.
Thank you again, and have a nice day.

Good afternoon,
Thank you for this information.
We have a long, detailed and recorded history with this customer and have repeatedly advised we are happy to provide a refund for her product, if she provides the furniture. We are not able to address this issue any further, as the original...

purchase was made in 2012, product was already exchanged once, and warranties do not start over upon exchange. Customer was advised we would provide her a refund, but again, the product needs to be returned. This customer has stated she was specifically advised she did not need the product to get her monies, however this has not been documented, nor has it been offered by the District Manager or any party in this office.
In September of 2014 her originally purchased product was exchanged, and new product delivered, with all associated transportation fees being covered by Big Lots. It should be noted that warranties do not extend to transportation and this was a gesture of good faith and an attempt to go above and beyond our process and the manufacturer's protocol, with regard to helping with the product. Customer was also unable to produce an original receipt or proof of purchase, at the time of this exchange. That documentation is a requirement as well, per the manufacturer.
Prior to the current offer of a refund at store level, the customer indicated the "manufacturer said to just cut me a check". Clearly, this is not industry standard, and is not the way that Big Lots, or our vendors handle this type of warranty/quality situation. We have offered all that is currently able to be offered under the existing circumstances. Also, please note, as recently as June 22, the customer posted and provided to us photos of the item and the damage/defect she states she was experiencing. At no time during the course of that conversation, was it mentioned that the product was not in her possession.
Until, or unless, the product can be returned to her local store, we are not able to provide a refund for this customer.

Good evening.
This is the second complaint from the customer regarding the purchase of the fireplace through the Easy Leasing program. Unfortunately, we are unable to assist the customer with this situation. The customer entered into a contract with [redacted] Financing. The customer filled out...

the application and signed off accepting the terms and conditions prior to the merchandise being released from the store. We do not manage the customer's account as that is through [redacted] Financing. Any fees associated with the account would have to be discussed with [redacted] Financing.
Thank you and have a good day.
Kyle
Big Lots Customer Care

I need this to be resolved and couch replaced or cost refunded

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I checked my account and see that the credit for freight was issued.  Thank you.** Issue is closed **

Good afternoon, Thank you for sharing this feedback. We apologize for any frustration you may have experienced. Please note, you will need to leave a valid phone number and a convenient contact time, with our Claims Department, when you call them to report this matter. You will want to advise them...

that you prefer to speak to a Claims Agent directly, and provide them with the best way to reach you personally. Please dial ###-###-#### for assistance with this matter. Unfortunately, this is not a claim type that is addressed within the Customer Care Department. Thank you again, and have a nice day. Audra Customer Care DepartmentBig Lots Stores

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. I have attached call log pictures  showing that customer service has been contacted and spoken to regarding this matter. They promise to follow up and never did when the original  concerns were voiced. 
Regards, [redacted]

Good afternoon. We have received the customers concern and would like to address it with the local district manager. Before we can do so we need to know which store location was involved as there are several stores in the Jacksonville, FL area. We have left a message with the customer asking for the...

store location as well. Thank you and have a good day. KyleCustomer CareBig Lots, Inc.

This customer did contact our Online Support Team via "Live Chat", she was advised by the chat agent to contact Customer Care Corporate and was provided the number to do so, ###-###-#### option 1, we unfortunately have no record indicating that we were contacted further.We do apologize for the...

inconvenience and have referred this matter to the local District Manager to have this concern addressed and resolved to the customer's satisfaction.  Ms. B[redacted] should expect to be contacted within the next 48 to 72 hours to discuss the resolution to this issue.We again apologize for the inconvenience to Ms. B[redacted].Sincerely,[redacted]
[redacted]
[redacted]###-###-####

The assistant manager of the store told me that I didn't have to bring it in, I asked him twice specifically and he said I didn't need to. At that time, after we got off of the phone after them telling me that I didn't need it... I got rid of it to make room for a new one I was buying with the refund money later that day. The refund guidelines being the case or not, I wasn't told them... I was told NOT to bring anything in. I did exactly what the manager told me to do and he blindsided me after I gave the couch away and drove 40 miles to their store. The pictures I sent was before I gave it away, before I was told all of this. So please, this is not acceptable for your manager to tell me not to bring something and then tell me after I already got rid of it. I wouldn't have if we had set up arrangements for them to get the couch. This isn't right or fair to be treated this way. I just want what was promised to me.

Good morning Mr. [redacted],Thank you for contacting the Big Lots Customer Care Department regarding your recent experience at our Delaware, Ohio 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.Please be advised that the return was processed as per state and federal regulations as well as store policy.  We are required by the banks to provide refunds in the same manner in which they were tendered, specifically in regards to credit/debit card transactions.  The information you provided from your receipt indicates that the transaction was processed correctly.  It does typically take 3 to 5 business banking days for refunds to post back to your account.  Your return was performed on a Saturday evening, the first business banking day after this return is Monday, April 3rd and we would expect the refund to post back to your account between Wednesday April 5th and Friday April 7th, the exact date of posting will be dependent upon your specific financial institutions scheduled posting times.     Thank you again, and have a nice day. $incidents.assigned.acct_idCustomer Care DepartmentBig Lots Stores

Good afternoon,
Thank you for this information. Please note, as previously indicated, this customer has already filed a claim through the Claims and Litigation Department. Any further contact and/or correspondence needs to be routed through that department. There is no...

recourse available at this time via the Customer Care Deparment.
Feel free to contact the Claims and Litigation Department directly by dialing toll free ###-###-####.
Thank you again, and have a nice day.
[redacted] Customer Care Department Big Lots Stores, Inc ###-###-####

The response given by Big Lots is incorrect.  I was never...

issued a return receipt for shipping.  Also as I told them on the phone, I cannot return the package due to it being in 100,000 pieces of sharp glass that have already cut my hand.  So to sum up Big Lots options for me it is this: 1. Cut yourself (again) repackaging the glass tops so that Big Lots can save refunding your purchase. 2. Put the 100,000 of glass in my vehicle (vacuum cleaner bags?) and risk further injury returning the package to the store.  All options given to me involve risking injury to myself and either a common carrier or Big Lots staff.  So in essence, Big Lots wants me to injure myself (and likely their own employees) so that they can save on refunding the purchase.  If this isn't the definition of a business that indeed needs to better themselves, I am not sure what is.  A PDF of the glass top provided by Big Lots is provided for your viewing pleasure.  This is what I am supposed to return.  If you look closely, you can see my blood on the box.  Thank You!

Here is the email where you can clearly see that at the bottom it says the coupon is good on Biglots.com until 11:59 PST on 11/23/16. They refused to give me the discount because it was 1:19 on the 24th in the CENTRAL time zone where I live. But it was 11:19 PST!

This issue has been sent to the DM two times and there is NEVER a response from them. They ignore it and will do nothing about it. This needs to be handled at the corporate level.

I already went in person for two times to claim and I called customer services two times,they only say wait 3 to 5 days.And nothing is in my account.

Good morning,
Thank you for bringing this matter to our attention.
Upon review of our records, we find that this customer did contact us on 07/07/2015 regarding this inquiry. Upon the customer's unhappiness regarding this matter, the concern was forward** to the field for review,...

locally.
We have since receiv** word that the customer was contact** directly, and that there were plans made for **'s wife to return to the store on the 9th to purchase the item they wanted, at the price they had seen, of $49.99. Our District Team Leader stated that ** was satisfied with this resolution.
Please feel free to provide any additional comments that might be relevant here, and let us know if the matter was not addressed as stated above.
Thank you again, and have a nice day.
Customer Care Department Supervisor Big Lots Stores, Inc 1-866-244-5687

Good afternoon, Thank you for bringing this matter to our attention. I apologize for any delay in response. We will be happy to research this inquiry and work toward a satisfactory and reasonable resolution. Please advise the sales number, from below the barcode, near the top of the receipt for this...

item. Upon confirmation we will be able to verify the product in question, notify the buyer regarding the customer's disappointment in the quality of the product, and then inquire as to some kind of remuneration for the value of the item. We look forward to hearing from you and getting this matter addressed. Thank you again, and have a nice day. Audra B[redacted]Customer Care DepartmentBig Lots Stores, Incwww.biglots.com