ComplaintsforTrue Value Company
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a can of yellow ****** spray paint on 6/13/24. Within 2 hours of purchase I returned to the store with it because it was defective. I am very familiar with the use of spray paint and this can would not cover the chips on my metal table. It was very oily. Besides trying to shake continuously, I took photos of other things I sprayed to show the store. The woman at the store refused to exchange the paint after she sprayed it on her trash bag, saying it is fine and the can is empty. It is not empty, although, I did try several times to spray items. She practically accused me of trying to get more spray paint. I don't really need the $6.97, but I believe that you should get what you pay for. This paint could have been sent back to their distributor or manufacturer as defective and they (and i) would have no loss. Now I am out a can of spray paint (and also have more work to sand my table to re-paint. I find it unacceptable for this establishment to not replace a defective can of spray paint.Business response
06/18/2024
Thank you for reaching out and making us aware of this issue. By way of background, True Value Company is a wholesale distributor. Our retail stores are independently owned and operated and are free to set their own return policies. That being said, we can reach out to the owner of the store on your behalf and let them know about the issue so they can reach out to you directly. Please let us know what was the name of the local True Value store.
Customer response
06/18/2024
Complaint: 21847441
The True Value location I shopped at was in *******, ***
They are unprofessional and lack basic customer service.
Sincerely,
***********************Business response
06/19/2024
Thank you so much for letting us know the location of the store. We have reached out to the store and asked them to follow up directly with you.Customer response
06/26/2024
Complaint: 21847441
I am rejecting this response because:I have not been contacted by the store.
Sincerely,
***********************Initial Complaint
05/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
BAD FORM "True Value"SO not living up to your name! Tried to buy a 5 gallon diesel jug for advertised ****** $24.99, but it rang up over $45! Took an affiliate over to SHOW them their advertised ****** **** saw it too! But...even tho it read YELLOW, 5G, DIESEL jug they decided NOT to sell it to me, unless I wanted to pay an UNADVERTISED, much higher price! No thank you! And...Shame on you for not allowing me to purchase at YOUR ADVERTISED PRICE! BUYERS BEWARE! No truth & zero value in shopping HERE...at the "Deceitful Ripoff" ??????Business response
05/29/2024
Thank you for making us aware of this situation. By way of background, True Value Company is a wholesale distributor. Each of our retail stores are independently owned and operated and are free to promote and advertise products as they wish. We would be happy to reach out to the store and notify them about your situation. Can you let us know the name of the True Value store that you visited?
Initial Complaint
12/17/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello, I also reported this to the **** I purchased an item on 12/15/2023 on fourseasonscourtyard.com - a brand registered to True Value Company. I was emailed a confirmation for the order from what I now know to be a scam set up out of *********. The email confirmation incorrectly states I paid $53.60. My credit card was charged $58.32. I am seeking a full refund of payment, as this is the companys responsibility to thwart against fraud.Business response
12/18/2023
Thank you for contacting True Value Company and for alerting us to this situation. We will be following up to get this website taken down. However, as I am sure you can appreciate, it is impossible for brand owners to stop every possible misuse of their company trademarks on the internet. Please always check the seller information before purchasing so that you can be assured you are purchasing from a legitimate True Value retailer selling online.Customer response
12/18/2023
Complaint: 21017304
Thank you for getting back to me. Only way I could respond to your message was if I rejected it.I can absolutely appreciate that; however, the website looks entirely legitimate. Im not easily duped and this is the first time its happened to me.
Will you be able to refund me?
Thank you in advance for your support
Sincerely,
*****************************Business response
12/19/2023
Thank you for your response, unfortunately we cannot issue a refund for third party fraudulent activity. As I indicated, we are taking steps to get the site taken down. If you have not already done so, you may want to contact your credit card company and notify them of the fraudulent charge and ask for a credit.Customer response
12/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
10/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
On 10/28/23 I went into True Value at **********************************************************. I am a senior citizen, and I have enjoyed years of pleasant experiences in this store. That is why I am so surprised at my shopping experience today. I went there to buy some paint. First, I would like to say that in my many years of life I have never asked a hardware store to change a paint color for me, and I don't expect I would need that service again in the future. So it's not like I have been there over, and over asking to change paint colors. But I recently got over an eye infection, and the paint I chose was a little lighter than I had noticed. When the nice young man mixed it for me, I asked could he make it a little darker. He smiled, and said, "I think the computer can make it darker but not lighter." He tried, to no avail. Then he politely said, "Let me go get my manager (*****), and we'll see what we can do." When he came back with the manager, I could hear her berating him as they approached. ****** fussing, saying things to him like, "We don't just change the paint color because somebody changes their mind", etc. After she adjusted the paint color she turned to me. She rudely, abruptly, and loudly told me, "I'M GONNA TELL YOU THIS RIGHT NOW, WE'RE GOING TO DO IT THIS TIME, BUT WE DON'T JUST CHANGE THE ***** BECAUSE YOU CHANGE YOUR MIND! Her tone was disgraceful. I told her, "I am not your child. You will not speak to me in that tone! I haven't paid for it, so I can go somewhere else and buy it! She said, "WELL GET OUT BEFORE I CALL THE POLICE!" I said, "You want to call the police on me because I tell you not to speak to me in that tone?" She said, "IF YOU DON'T GET OUT, I WILL!!!!! I said, "You have lost your mind!" And I left. Her attitude, and tone was demeaning, and embarrassing, over nothing. She no business Managing anything. I've never met anyone so unprofessional.Business response
10/31/2023
True Value appreciates you reaching out regarding this matter. By way of background, True Value Company is a wholesale distributor and each of our retail stores are independently owned and operated with responsibility for their own employees. That being said, we are sorry you had such a negative experience at your local store. We will reach out to the store owner and let them know about this situation. Also, our paint manufacturing facility offered to send you a free gallon of paint if you would like. Thank you for shopping at your local True Value store and we hope this will not deter you from shopping at True Value again in the future.
Customer response
11/01/2023
Complaint: 20795602
Yes, I would sincerely appreciate a gallon of paint. However, this experience does deter me from shopping at my local True Value. To have my freedom threatened over a request to change a paint color is extremely unreasonable and disturbing. ********, I would also like a written confirmation that the owner was notified. I would like a response from him, and I want to be informed of the corrective action taken.
Sincerely,
*****************************Business response
11/01/2023
Hello and thank you for your response. I have asked ******************************* from our paint manufacturing facility to contact you to coordinate getting you a gallon of paint. And our internal sales representative who works with that particular True Value store has forwarded your complaint to the owner of the store with your additional request that the owner contact you regarding this incident.
Customer response
11/06/2023
Complaint: 20795602
I am rejecting this response because: This will deter me and my friends from coming in to True Value. Threatening to call the police for such a minor conversation is very serious. This complaint can be resolved if I recieve a gallon of paint, and an apology from my local store in ******, **.
Sincerely,
*****************************Initial Complaint
04/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
They advertise on FB with ******************************* as botox in a bottle which is just click bate. I gave my CC to just pay for the free shipping of **** and they added 2 extra purchases without my approval. I tried calling the company and they said the only thing they could do is give me 25% off of my next order. I called my CC company and they said because I provided my CC they would dispute the 2 extra charges but if I receive the products there would be not much they could do. This scam sent the products in 2 days. The company is in **************** **. They are criminals.Business response
04/17/2023
True Value Company is a wholesale distributor of hardware and home improvement products. All of our retail stores are independently owned and operated and are free to sell products that are not distributed from True Value. It appears the consumer purchased the product from a True Value hardware store in their area and will need to follow up directly with the retail store to obtain a refund. It does not appear, however, that any store in that area is selling products online. Ir the purchase was made from a True Value hardware store, it would be helpful to know the name of the store.Initial Complaint
04/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Jan 24th at **** hrs., a true value delivery truck drove into my pole barns trusses system, structurally damaging the roof assembly. The drive admitted the mistake, the ********** store sent out people to verify they hit it, the manager (*******) of the ********** ** location asked ** to send him a repair estimate invoice broken down by labor / materials. After we didn't hear back, we called him again and he sent the estimate to their ********** store, a manager there told us (with a attitude) its not his fault the driver hit the structure so he isn't paying for it and only stated he would drop a truss at the house, He explained it was my fault for having a structure there We did not hire True Value, as a contractor did. The driver dumped the small load of lumber and drove out with dump bed still up, bending a structural truss. He did not have anyone guide him back or check his surroundings. This pole barn is only 7 months old. The bill on replacing the truss was only $1800. The plate of the truck was H3-42079 as you can see in the pictures. We did notify True Value Corporate, and they put us in touch with the wrong ***** that person said they would get it to the right person, that was three weeks ago. We just want our structure repaired.Initial Complaint
01/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a $50 true value gift card for my husband as a gift. The True value store I purchased it from states they no longer have the system to accept gift cards. I asked for a refund of my gift card they said no. I drove to another True Value store in a different city and they told me they have never seen True Value gift cards so they cannot accept it. They stole $50 dollars from me by selling me a gift card that I cannot use anywhere. I called the number on the back of the card and they basically told me "oh well it's your problem not ours that you cannot find a True Value store that accepts True Value gift cards". How are they allowed to sell these? They are stealing from hardworking people!Business response
01/09/2023
Thank you for letting us know about this situation. Someone from True Value will be contacting you to get the information about the card and provide you with a full refund. We apologize for your inconvenience. By way of background, the True Value retail stores are independently owned and operated and are free to participate or not in any of True Value's programs, including the gift card program. Again, that being said, we will provide you with a full refund and we hope that this situation will not deter you from shopping at your local True Value store in the future.Initial Complaint
01/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
1-21-22 I called my local (***************) store. Asked if they accepted e-gift cards on propane tank refills The employee said yes. I then proceeded to purchase an e-gift card off of the website. I received it in my email an proceeded to the store to refill my propane tanks. Upon arrival they informed me that they do not accept e-gift cards but I should try the ****** ** store. I called there and they don't accept them either. I then contacted customer service and spoke to ****** who told me that the ****************, ** store accepts them. I called them and they do not. No store near me accepts e-gift cards. True Value just stole $25 from me.Business response
01/25/2022
Thank you for letting us know about this situation. We apologize for your inconvenience. As a wholesale distributor, all True Value stores are independently owned and operated and can decide whether or not to participate in a given program. That being said, we are processing a refund for you. You will receive a check to reimburse you for the gift card amount by overnight mail to be delivered on 1/26. Thank you for your patience while we resolved this matter.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
10 total complaints in the last 3 years.
4 complaints closed in the last 12 months.