Big Lots

We have received and reviewed the customers concern. We have the customers original concern and response from the District Manager. We have been advised that the store found the sofa in question and had a third party delivery service delivering the furniture at no charge to the customer. The...

customer never called the delivery service back to confirm a delivery time. The customer refused all solutions other then a free sofa set. Unfortunately, that is not a solution we would offer. Thank you and have a good day. [redacted]Customer Care

Good evening, Thank you for this additional information. We will be happy to send your information back to the field agents, which does include the Regional, as well as the District Office contacts, however as previously noted, we will need additional information, to request an additional review. We need the store location where the original purchase was made, as well as your confirmation that you still currently retain the original purchase receipt. Original purchase information is required to initiate a warranty claim. Please also note, excessive wear and tear will void a warranty. Please also feel free to send in photos of the item in question, if you wish to do so. Thank you again, and have a nice day. Audra Customer Care DepartmentBig Lots Stores

From the District Team Leader 5/19/16:We have spoken with [redacted] this evening.  He was advised that we will be investigating what happened with his transaction and promised him an update within 24 hours.We are investigating Price Hold transactions, Furniture Logs and other pertinent...

materialWill advise once resolved.From the District Team Leader 5/20/16:We have resolved the issue w/ the Bishop LoveSeat with [redacted].  He appreciated the quick follow up.

We have received an email and a telephone call from this customer, the email was dated 3/1/2017 at 10:54 PM, we responded to him on 3/2/2017 at 8:48 AM, less than the expected 12 hour response time, and we advised customer that we would have this addressed by the District Manager.  On 3/2/2017...

Mr. [redacted] then called the Customer Care Department directly and filed this complaint directly with us, [redacted] time stamped at 9:21 AM.  I was the agent that took this call and spoke personally with Mr. [redacted], I apologized for this incident and assured him that we would involve the District Manager to get this resolved to his satisfaction and asked him to allow us 48 hours to investigate, upon conclusion of this conversation Mr. [redacted] seemed to be satisfied with our process and the path to resolution that has been provided to him.

We received an email from the customer on 5/8/2015 and have sent the concern to the district manager to be addressed. Thank you and have a good day. [redacted]Customer CareBig Lots, Inc.

Customer has already been refunded:  (see screenshot of order summary)

I don't accept this response to the claim I have filed against Big Lots. In the correspondence, Big Lots offers words of apology but offers no resolution to the claim. I asked for a partial refund, no response. I asked for in home service, no response. I'm sorry but I'm sorry from a big store called Big Lots is NOT good enough for me.

We have received and reviewed the customers concern. We have sent this concern out to the district manager for their review. At this time we have have not received a response at this time, but would like to advise that we are trying to assist. Thank you and have a good day. KyleCustomer CareBig...

Lots, Inc.

they still haven't done anything further. They are only stating they will pass it on to the same people I have already received no assistance from. While I understand they are stating they are communicating with other people they still have not resolved the complaint.

Email response sent directly to customer: Good morning [redacted], We apologize for any inconvenience you have experienced.   I am responding directly regarding the Revdex.com Complaint ID# [redacted].   I do show you first contacted us on 9/20/17. We do apologize that this wasn't immediately...

escalated appropriately to the Department that issues these Purged PriceHold refunds.   As of 12/13/17, I see that this has been processed and issued for approval for our Accounts Payable to process a check for $145.00.  This $145.00 includes ALL the payments that you made on this contract. We will not be keeping any less fees.   7/9/16 - Initiated contract with a $65.00 payment ($70 Cash, $5 returned). 7/23/16 - Cash Payment made of $20 9/17/16 - Cash Payment made of $20 1/22/17 - Cash Payment made of $20 2/3/17 - Cash Payment made of $20 ($50 Cash, $30 returned).   I will request that this check now be expedited to you at your current mailing address of: [redacted]Thank you again, and have a nice day.JonCustomer Care DepartmentBig Lots Stores###-###-####

Good evening [redacted], Thank you for contacting the Big Lots Customer Care Department regarding your recent experience at our Greenwood, SC 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 Easy Leasing program through Progressive FAQs can be found here.http://www.biglots.com/page/progressive-leasing/?scm=WEB_FOOTER_ALL_EASYLEA...⇄ you again, and have a nice day. JonCustomer Care DepartmentBig Lots Stores

Good morning, Thank you for bringing this matter to our attention. At this time, we have inquired with our buyer and they with the vendor, to see what might be able to be done in this instance, as the item is most certainly out of warranty and/or return time frame. We are first attempting to search...

available inventory for the item, and will secondarily try to locate and provide replacement parts, if that is found to be the last option. Your patience during this time is appreciated. Thank you again, and have a nice day. Audra Customer Care DepartmentBig Lots Stores

Good morning, As previously stated on 8/26/2016 this was not a return/refund transaction. The receipt, as provided by the customer indicates an even exchange with no refund due to the customer. We have sent this to the Asset Protection Team for review as well and this can take up to 48 business hours for a response. This was just sent on Friday morning, weekends are not business days, therefore we have not yet received a response.

8/10/16 - Customer called into Big Lots Online Support, and was issued a Return Label, for the package to be picked up and sent back to our Distribution Center. Once received by Big Lots, the customer credit account will be refunded.

We have left a VoiceMail and will follow up with an email offering her a $5 Coupon on her Rewards Account to be used within 30 days. Email provided directly to Customer: Good afternoon [redacted]   Thank you for contacting the Big Lots Customer Care Department. We appreciate your interest in Big...

Lots. We apologize for any inconvenience you have experienced.   We have placed a $5 off $5 coupon on your Rewards account good for one purchase within 30 days. Please let us know if there's anything else we can do to assist.Thank you again, and have a nice day.[redacted]Customer Care DepartmentBig Lots Stores[redacted]

Good Morning,We have worked with this customer multiple times and had our Sales Audit Department review the transaction history linked to this customers account.  They have advised as follows, and we have informed customer of these findings:We see 13 attempted charges for different amounts on...

02-25-2017. The attempted charges were all declined due to reasons of customer cancel and cluster limit exceeded.   None of these attempted charges were approved, so Big Lots has not and will not be taking any funds.  Because all of the attempted charges were declined on our side, if the customer has any PENDING or POSTED charges on their account, it is a Bank Error.  The customer would have to dispute charges with their bank. Per our transactional records, none of the attempts to pay at the store were accepted, all were declined, we cannot and did not attempt to collect or settle on any of the attempted transactions.  Customer does need to dispute this with her bank and we have advised her of this on multiple occasions.  There is unfortunately nothing else we can do for her and have even offered to have her bank contact us.  To date they have not.Thank you,JanetBig Lots Customer Care DepartmentBig Lots Stores, Inc.###-###-####

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 would like to work with a Big Lots to resolve this issue.   The latter option of using a third party is the most convenient option considering the size and weight of the umbrella.  I must say I am extremely disappointed in the store manager,  [redacted], and his failure to empathize with what I had been through to acquire the umbrella,  to only discover there had been a bait and switch of the merchandise.  Further,  my husband and I called [redacted] in an attempt to come to some type of resolve.  [redacted] only exasperated the situation by implying we were lying about the condition of the umbrella.  This obviously infuriated me. [redacted] went on to tell us the umbrella is now out of season and no  longer in stock. Since we desire a replacement he suggested we swap the used one we were given,  with the stores' floor model (another used umbrella).   I have always been an avid shopper of Big Lots so this type of treatment is not only alarming but very disappointing. The umbrella was purchased from the Big Lots store in Exton, PA:Wilson & Fisher Solar Offset Umbrella 11' × 8' Rectangular UmbrellaWith base and solar lights

How is the case closed when you didn't do anything?  All you did was send an email that said you were looking into things.  I was waiting, What was I supposed to respond to that?  This case is not closed and has NOT been satisfactory resolved. I don't know if they are going to continue to keep trying to charge me for furniture that I never received. What else do you need from me? I've submitted everything!Thank you

checked my credit card account - NO record of shipping refund - please provide proof of this transaction - thank you.

Good morning,
Thank you for bringing this matter to our attention.
This inquiry has been forwarded to the appropriate parties in the field, at the local level for review and investigation. Please note, we can see that the sale in question was a Tax Exempt sale. Rewards offers and other discounts...

do expressly indicate that they are not valid for use with any other type of discount or offer, and this does include tax exempt sales.
Please allow +/- 24 - 48 for this matter to be escalated as applicable. As soon as we receive feedback regarding how we might proceed, you will be followed up with directly.
Thank you for your patience during this time.
[redacted] Customer Care DepartmentBig Lots Stores, Inc