ComplaintsforChagrin Pet

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Business: Chagrin Pet and Garden & Power Equipment Customer* ***** ***** ******** ****** *n 04/25/2024, I was in search of a pulley for my mower. I contacted a local ****** dealer who did not have the part but searched and found the above business did. I called the business and talked to **** ** During this call he verified he had the part in his hand and that it was 155.99, plus shipping 27.99, and tax. I questioned the shipping of 27.99 for in-state 2 hr away destination and told that "is their rate". He then told me a lady would call back to collect credit card payment. The same day the lady called back and sale was completed for 198.70. I received the part on April 27 and was what it was supposed to be. After taking apart my mower for repair it was discovered that I did not need the pulley, but rather than 2 bearings that my local **** had in stock. I called back and spoke to ***** requesting a return authorization request. She said I would be getting $126.35 back. I questioned why such a significant lower amount. She said their was a 25% restocking fee. After this phone call I started putting thoughts and numbers together. First off, I was never notified of such a steep restocking fee when order was placed. Second, at 25% charge the refund should be $131.71. I felt this was not right so called back and requested manager or owner. On May 13 at 1254p Discussed matter with ****. He advised this was "on them" because this was an in stock part in store and he would give me my 155.99, plus tax back. I was anticipating a refund of $170.71. **** called back same day at 139p and left voicemail saying he talked to Julie and didn't understand I was over by Toledo and shipping wasn't inbound but outbound that costed him $26.48 to send to me plus packaging so in all fairness he didn't know I was an out of town guy and he didn't make any money on return so was charging a 15% restocking fee. Attempts x 3 to talk to **** on check amount returned 143.20, but no response.

  

  Business response

  05/17/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The business has stated that they have been in contact with the consumer. They apologized for the confusion and the consumer confirmed he received the refund. They believe the matter is resolved. 

  Customer response

  05/17/2024

  [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.]
  
  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. 
  
  Regards,
  ***** *****
  
  
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was searching on the net for a ***** leaf blower, and this company was the lowest price of $329.99, where everybody else was $339.00, so on 05/12/2023 if called them, they quoted me a price of $329.99 over the phone Plus Tax , and nothing else. I went there on 05/12/2023 i said i called about the Leaf blower price, and they reserved it for me, i told the salesmen my name, and about the reservation, and again i asked about the price, the salesmen told me $329.99, so i paid for it with a credit card, he then went to get it, and started to take it out of the box to put it together, and went outside, and put fuel into it, and show me how it works, as he was doing that, i looked at the recite, and saw they were charging me an EXTRA $10.00 for assembly/safety/and demonstration, i questioned why? and he said that was part of the price, which he did not tell me there was a charge for assembly and demonstration of $10.00 extra at the time of purchase, i think this called bait and switch? This is why this company was cheaper than everybody else

  

  Business response

  06/09/2023

  We are sorry about the miscommunication on your purchase of a ***** leaf blower. Please reach out to our General Manager of Sales so we can see what we can do to fix this issue.  We are always here to help our customers with their power equipment issues and concerns.

  Customer response

  07/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Consumer stated that he has not been contacted by the business. He has called and the manager was not in and the staff would not give him that person's name. 

  
  
  Regards,
  
  ******** *******
  
  
  
  
   

  

  Business response

  07/05/2023

  The customer has been contact by a manager and discussed the problem.   Whenever a customer calls directly for a manager they are transferred to that department. We also have a voice mail system so customers could leave a message.

   

  Thank you

  *******

  Customer response

  07/07/2023

  [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.]
  
  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. 
  
  Regards,
  
  ******** *******
  
  
  

*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. ↩