Big Lots

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

Good evening This is the second complaint from the customer regarding the purchase of the fireplace through the Easy Leasing programUnfortunately, we are unable to assist the customer with this situationThe customer entered into a contract with [redacted] FinancingThe customer filled out the application and signed off accepting the terms and conditions prior to the merchandise being released from the storeWe do not manage the customer's account as that is through [redacted] FinancingAny 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

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

[redacted] The GM refunded the consumer's money yesterdayHe was delaying because the credit card she used for the deposit was cancelled the next dayWe were unable to reverse the credit so we cut her back a check yesterday and will take our chances that the credit card company won't reverse her charge where we don't get paid and have refunded the customer.Sincerely,Tracey F*, Premier Automotive Management

Good afternoon, Thank you for sharing this feedbackWe apologize for any frustration you may have experiencedPlease 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 matterYou 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 personallyPlease dial ###-###-#### for assistance with this matterUnfortunately, this is not a claim type that is addressed within the Customer Care DepartmentThank you again, and have a nice dayAudra Customer Care DepartmentBig Lots Stores

Sorry, it took so long to reply I am not on a computer daily I spoke to a Tara at Big Lots Customer Care Dept(###-###-####) on Thursday, Jan12, at 10:a.m.who told me to complete forms and return.Tara told me to complete the top two (2) forms.(not information on medicare/release form)I was informed to wait on an examiner to contactme I also, told Tara - Big Lots can have thedamaged coat (It is of little use).Claim is still not settled Unable to locate a leatherjacket I will look on the internet

Good morning, Thank you for bringing this matter to our attentionAt 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 frameWe 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 optionYour patience during this time is appreciatedThank you again, and have a nice dayAudra 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 meI was contacted this morning from the local store and received the item at the advertised price

I am rejecting this response because: As I stated in my first letterin 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 Kthe price was $, 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 refurbishedI feel that the ad was misleading, as where the people that worked there

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11314815, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] In regards to my responseJohn O [redacted] never spoke with me or contacted meMalcolm F [redacted] the finance manager contacted me about another contractI did say that I would be open to coming inI never went because of my work schedule and because I was also waiting to see how long it would take them to respond and what their response would beMoreover; the situation is not resolved because I would like to know where my $went and what did they use the $for if I didn't have lien-holderBy right I shouldn't have had to give them any money without having a Lien-holder and my $that I paid to them on Oct7, never went to toward anything on my car It's only money they gained off of me I don't have a problem with resolving the situationAt the end of the day this is not my fault that this happenedI would like 2,dollars back and if they get me accepted with a finance company I don't mind going through with the contractHowever; the car is definitely not worth 19,dollars anymore so I would like that price to be reduced as wellThen we can begin to move forward

Good morning, Thank you for bringing this matter to our attentionI apologize for any confusion Per a legal agreement with select vendors, we are not able to reference pricing and/or specific model features for the Keurig product/s we sellIn store signage and the product packaging will reference if and when an item has been refurbished or remanufactured We do frequently have an assortment of different models available in different locationsI would be happy to run a local search for the Keurig model series that this customer indicates she is interested in, however cannot guarantee the exact product, as that is not determined by the sku that we have, and again, the assortment will varyPricing is specific to the model in questionI am sorry if there was any confusion or frustration regarding the product saved at store level when this customer arrived to make her purchasePlease confirm the physical address of the store that is most convenient for this customer The current retail price for the model series is $99.99, however if we can confirm product availability in a local store, I will be happy to gift this customer a discount, by adding a Reward offer to the registered Rewards accountassociated with the customer's email address Thank you again, and have a nice day Customer Care Department SupervisorBig Lots Stores, Inc

We received an email from the customer on 5/8/and have sent the concern to the district manager to be addressedThank you and have a good day***Customer CareBig Lots, Inc

[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 meI checked my account and see that the credit for freight was issued Thank you[redacted] Issue is closed **

[redacted] In addition to already speaking to the General Manager, I have also spoken to the Finance Manager and the Accounting Manager to verify the informationThe following is what was determined;the consumer came in to refinance in August 2016, $was put as down payment as reflected in her paperwork, the paperwork was sent via mail to her father to co-sign and send back to dealershipThe dealership received this paperwork back and then processed it - this was the first time lapse from the initial date the consumer came in but the paperwork could not be processed until it was received back from her father.As a result, the paperwork was submitted to accounting for processing September The paperwork began to be processed and the payoff was completed September The existing license plate was removed in error as when refinancing the plate is to remain and then get assigned to the new paperworkSince the salesperson was not aware of this and the existing plate was removed, a new plate needed to be processed and applied forThis was done but not before additional time of communicating with the dealership and accounting departments were trying to ensure the first plate could not be located As a result this has been resolved and a plate was issued in January.Premier apologizes for the delays in getting the license plate correctedWe regret the consumer was hindered by the processing time of the paperwork but it could not be submitted until all documents were includedPlease let me know if you should need additional informationSincerely,Tracey F [redacted] Premier Automotive Management

My name is [redacted] and I'm contacting the BBB again on claim ID [redacted] against Big Lots. The last correspondence from you instructed me to call the claims dept. at ###-###-#### which I had done several times and did again several times. You never got a human being and the recording said they would get back to you within 24 hours and at no time did this happen. Enclosed is the info on all the calls I made trying to get this claim accepted.24 Oct. 2016 Mon. 6-6:00 pm, Cookeville TN Big Lots, ###-###-####I picked up a box of Santa cards from the bottom shelf and when I raised my arm with the cards the sharp inner edge of the shelf ABOVE the cards caught the edge of a 1/2 c. diamond in a ring with 2 1/2 c. stones and 4 1/4 c. stones. At first I thought it had cut my finger as it was so painful but luckily my finger was only bruised. I reported to the store manager and 2 employees came with flashlights, broom etc. and they took the kick plate from the bottom of the rack and looked underneath. We took the sealed boxes of cards out of the display boxes and also lifted the display boxes but no diamond. My friend and I looked all over the isle. The store mgr. said he would call me if anyone found the stone. 25 Oct. 2016 Tues. 10:30 am...spoke with "Danielle" in cust. service in Columbus and gave her all the info via email and followed her instructions. Called the Cookeville mgr for him to check on the lip of the shelf under the edge in case the stone hadn't flown to the floor. No luck. 31 Oct. 2016 Mon. Got disconnected from BOTH numbers. So did TWLakes tech. 11:25 am "Eric" ###-###-####.1 Nov 2016 Tues. 9:55 am "Neenya (sp?) put me through to claims dept. Had to leave ph. #. Used my limited cell minutes to "Glenna" at ###-###-#### at 3:25 pm, claims dept, Big Lots Corp, Columbus OH. Was told there had been a BIG problem with their phone system. [redacted] @biglots.com.14 Nov 2016 Mon. Phone message to call Glenna.15 Nov 2016 Tues. Left message. Received email re: "No responsibility"22 Nov 2016 Tues. Sent hard copy info to: BBB, 1335 Dublin Rd., Columbus OH 432151 Dec 2016 Thurs 12 noon. Robt. Y***, Mgr Big Lots Cookeville TN called and talked for 30 min. Said I was to call ###-###-####. Read him the "disclaimer" letter, etc.6 Dec 2016 Tues. called ###-###-#### at 9:22 am12 Dec 2016 Mon Called ###-###-#### at 2:30 pm Big Lots claim #16-0207867. Called BBB ###-###-####. They were to call back on my land line to save my cell minutes. They never called back. 16 Dec 2016 Fri. called BBB. Office closed. Your letter said to "please respond in writing within 10 days" which I had already done on 22 Nov. 2016. As I couldn't get a human being to get back to me after all these calls I am at a loss as to what I was supposed to do next. To my business mind this is a very negative way to do business by a company which is nationwide....at least I think Big Lots is Nation wide. The loss of the stone WAS NOT my fault in any way and I'm just lucky my finger wasn't cut or broken. I am an honest person and for Big Lots to reject my claim is DEFINITELY NOT good business. Sincerely, [redacted] ***

Good morning, Thank you for sharing this feedbackI apologize for any confusionUnfortunately, just USING a debit card during a purchase, does not make that transaction a "debit" transactionIf a debit card is used for a purchase but the PIN number associated with the card is not entered at the time, then the transaction is coded as a credit transactionThe difference between these two is that a debit transaction at store level can be refunded as cashA credit return transaction at store level sends the returned funds back to the original cardAny time a refund is applied to a credit/debit/bank card, the process can take anywhere from - business days to completePlease note, this is not Big Lots policy, and is rather the industry standard, by which the financial institutions manage these transactionsUpon review, we find the original purchase made in the store - as indicated, on 06/The return for the fan was transacted on 06/The funds associated with this return should be posted to the customer account within the following - business days from the date the return was runIn this instance, that means anywhere between 06/and 06/21, the customer should have visibility to the refunded monies, in her accountPlease also note, this referenced purchase was, in fact run as a credit transaction, not a debit transaction, and as such, the monies associated with the return of the fan were placed back on the card that the customer used to make the purchaseThank you again and have a nice day Audra Burton Customer Care Department Big Lots Stores, Inc

Good afternoon, Thank you for this informationPlease note, as previously indicated, this customer has already filed a claim through the Claims and Litigation DepartmentAny further contact and/or correspondence needs to be routed through that departmentThere 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 ###-###-####

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 inquiryThe 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 timeWe will be happy to revisit this request, in the event that additional transaction information can be provided, so we can attempt to locate a receiptWe have reviewed this customer's registered Rewards accountlinked to email address [redacted] @gmail.com, and do not find a purchase logged, that includes X bedsIf 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 locationIf 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 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 assistanceAt 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 purchasedThe 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 morning, Thank you for providing this informationUnfortunately, it is accurate that if/when there is a presumed defect with part of an item such as this, the merchandise needs to be addressed via the original manufacturerBig Lots does offer a day return time, however the product needs to be in original condition for a return to be accommodatedIn this instance, we will forward your request for an exception to be made, to the local area District Team Leader for review and considerationThank you for your patience while your request is being reviewedHave a nice dayAudra Customer Care DepartmentBig Lots Stores