Big Lots

I am rejecting this response because: As I stated in my first letter. in the advertisement it was a Model K350, the  picture showed the item in a new box ,no where in the ad stated the item was a refurbished item . As stated also I spoke to the store and was told they do not sell refurbished items.I also was told the price for the advertised item which was the K350 the price was $89.99 , was told they had one left and it would be in the managers office .I got there and the item was not the one advertised and all the advertised items where refurbished. I feel that the ad was misleading, as where the people that worked there.

Good afternoon,
Thank you for providing this information. Please note, we are happy to assist in ensuring this matter is reviewed by the appropriate parties. We will, however, require contact information for this customer, so as to allow our agents in the field to reach out and address this...

concern.
In the meantime, the document attached to this claim, has been sent on to the District Team Leader over the Lithonia, GA store location, so he may partner with [redacted], the Store Team Leader  (Store Manager) to obtain any other information that might be required to effectively investigate this matter.
We await a customer reply with contact data. Thank you again, and have a nice day

The customer has contacted us multiple times with regards to her concern. From the original contact our Asset Protection department pulled the video for the transactions in question. Based off of the footage we will not be moving forward with the customers request. It has been communicated that if...

she is not satisfied she may open a police investigation at which point the tapes will be provided to the local law enforcement. Thank you and have a good day. Kyle Customer Care

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Good morning,
Thank you for providing this information.
We do have record of previous contact from this customer, and have advised the terms and conditions of the current Rewards program. We apologize that the customer was not aware of the email requirements of this program. We did offer the...

customer a discount, per our correspondence of July 3, 2015. The customer's account was gifted a 20% off discount, that was valid for use for a month, on any purchase of the customer's choice. This offer went unused, and expired on August 3, 2015.
We can see there is currently a Rewards Offer in the customer's registered account, and this discount is valid for use through September 6, 2015. The current offer is for dollar off coupons, based upon the total amount of the intended transaction. I would be happy to add another percentage discount. and this offer, again, will be able to be used on one future purchase, within the next 30 days.
Please note, use of the Rewards card, and registration of a participant's email, constitutes acceptance of, and acknowledgement of, the terms and conditions, rules and requirements that apply to this Rewards Program. It is the responsibility of the user to maintain their account status and ensure that all information logged is up to date and current. In this instance, the email address associated with the Rewards account, was unsubscribed, and as such, our correspondence was not being sent. The unsubscribe link can be chosen purposely, or we have found that there are times when an account holder may inadvertently mark our email, email blasts, ad flyers, or other correspondence as "junk", "spam", or some type of other undesirable contact. The unsubscribe link is also frequently hit, with the user possibly not intending to do so. We do not maintain this end of the email chain. An account holder needs to be watching, logging in, managing their account, to ensure that the details of said account are kept in the format that the participant prefers.
Please feel free to view the Membership Agreement within the account details, for more informaiton.
Thank you again, and have a nice day. [redacted]Customer Care Department SupervisorBig Lots Stores, Inc

Good evening, I do apologize for any inconvenience experienced with one of our ads and your local stores availability. I would like to send this on to the appropriate department for review. Could you please advise of the store location involved with the concern? We have several locations in Houston,...

TX and I want to make sure we address this with the correct person.Thank you and have a good day.Kyle,Customer CareBig Lots, Inc.

Thank you, issue resolved.

Big Lots does not provide delivery, stores can make third party referrals at the customers request however as part of our business model to keep costs low for our customers, delivery is not a service we provide.  Warranty also does not cover the cost of transporting the item to and from the...

store as per the warranty terms and conditions as stated by the manufacturer.As a courtesy to the this customer the issue was sent to the local District Manager to be addressed, we have escalated this to also include the Regional Office and ask that the customer allow up to 48 hours from this communication for someone to contact her to discuss her options.

Good morning,Big Lots Customer Care Department was contacted by this customer in August of 2016 at which time she emailed us advising of her furniture issues, we responded to two different email messages from this customer offering our assistance and providing her with possible resolutions. This...

customer did not respond to any of those messages, we had inquired as to which Big Lots Store Location she had made the purchase in so that we could involve the local District Manager to assist her, again unfortunately this customer did not respond to our request for additional information and this matter was considered closed. We have explained to this customer that we are happy to assist her, we are in fact responsible for administering the Manufacturer's warranty at the local store level, the manufacturer has provided training and guidelines for our staff to do so.  The manufacturer's warranty does not cover the cost of transporting the items to and from the store, Big Lots does not have a delivery service and this is arranged for customers via local third party service providers.  Delivery services are not provided by Big Lots, the companies that provide these services are not employed by or affiliated with Big Lots and this is a for a fee service.  Warranty does cover manufacturer's defects for 12 months from the date of purchase.  The customer has been advised that we would be happy to assist her within the guidelines we are required to use for warranty claims.  We also offered, as previously indicated, to request special assistance from the District Manager to ensure that this customers issues were resolved.  Warranty does not provide for monetary refunds, and our return policy is a thirty day policy, this customer has been in possession of this furniture for almost a full year at this point therefore is outside of our policy for a refund as she has requested.  The customer will also need to provide the original sales receipt upon filing a warranty claim at her local store, this is also required by the manufacturer as it establishes the effective dates of said warranty coverage and serves as proof of purchase.  We can also assist this customer in obtaining a copy of her receipt if necessary.  We will need the date and exact amount of the purchase in order to do so.Based on this customers address we are now assuming that the store involved is the local Big Lots in [redacted] we had also asked the customer to confirm that this is the correct location but have not received a response from the customer.We are forwarding this complaint to the District Manager of the [redacted] store to be addressed.  Please advise this customer to expect to be contacted within 48 tyo 72 hours to discuss her options and possible resolution.Sincerely,[redacted]Customer Care DepartmentBig Lots Stores, Inc.###-###-####