ComplaintsforEverything Surplus

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15th I went to their store to buy a generator for my in laws. I had never been to their store before and everywhere else was sold out. There was a craftsmen generator there out of the box and two different employees told us it was new but they had taken it out of the box ro show a customer. It had a bent in the leg and they said it was due to shipping but it was new. Then they told me if for some reason it doesn't work I could get a full refund if brought ba k in 7 days. We took it filled it with gas and oil. It started but wouldn't purduce a charge. So we took it back to get another one. They employees very very nasty to us and I was told I could get a store credit and come back tomorrow and get another one because they were closing in 20 min. I said I wanted either my money back or another generator. Well I finally got another generator but they only said the difference in cost would be store credit. That is not what I was told. The manager said it is on your receipt. I showed her my receipt was torn and you can't read it and she said I was the one who tore it. While all of this was going on another employee was cussing at an older couple. and then when they finally loaded my new generator I witnessed an employee push over a generator that was in her way and said oh well if it is damaged. we started the new generator up today June 16th and it didn't work either. I called the store back and spoke with a different manager and told him everything that happened and he called me a lair. Said his employee are trained to tell people that these aren't new generators. That they are used. I asked him if just said they are used? He said no we can't sell used stuff, they are new. I asked him to call the owner so I could get my money back and he said he had no way to do that .I said we'll let me speak to the store manager and he said he was. I asked for my money back again and he couldn't that it isn't his fault I can't read my receipt.

  Business response

  07/05/2022

  [BBB transcription via email from business]

   

  To Whom It May Concern:

  
  

  We are in receipt of BBB Complaint ID: ********.

  
  

  We looked into the issues the customer provided in her statement to BBB.

  
  

  We were able to conduct employee interviews as well as review camera footage.

  
  

  ******** ******* returned a generator that she stated did not work and then purchased another generator that was at a lower price point. A store credit was processed for ******** ******* at 9:00 PM on 06/15/2022 for the difference in cost. Our return policy is:

  "Returns on defective motorized or electron items within 7 days for store credit or exchange with receipt. ALL OTHER SALES FINAL.". 

  Our return policy is posted on the door, at the registers, and printed at the bottom of all receipts.

  
  

  We do have a store credit on file for ******** *******. In the future, anytime she makes a purchase in our store she will be able to identify herself and present her ID and her store credit will be honored. 

  We strive for our employees to always treat our customers with the upmost respect. We will ensure we review customer service conduct with all employees.

  Sincerely,

  
  

  Management

  
  

  Customer response

  07/14/2022

  The bottom of my receipt was torn so I did not see it there. I honestly did not see a sign anywhere in the store but I was in a hurry to get the generator for my in laws as they needed it asap. We were told by an employee that the generator worked and was new. That same employee stated if for some reason it didn't work we would get a full refund. Not a store credit but a full refund.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩