ComplaintsforBig Lots

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello On Thursday 7/4/24 i bought a total of 5 WWE pro wrestling DVDs. Ive attached a photo of the 5 i bought. I did just get home and looked at the store receipt and they charged me twice for 1 DVDs. They must have scanned it twice so I got charged twice. I only bought 1 of Wwe summer slam 2023 UPC. 8-10733455 but was charged twice. It should be 6.99 plus tax but i was charged a total of $13.98 plus tax. Is it possible to refund the extra DVD charge or send me a gift card for big lots for that amount. $7.55 as its not fair I'm losing out on 7.55 due to a scanning issue my the cashier. I already reported this to big lots through their website when I got back home on 7/4/24 and they have failed to reply to me about this issue.Please let me know.

  Customer response

  07/08/2024

  Hello

   

  To Clarify I paid with my OWN mastercard and NOT A a ********************* credit card.

  I would prefer if the business could refund my card directly or send a check in the mail for the amount I was over charged. I only suggested a Big Lots gift card as another option if they can't send a direct refund or send a check. I hope that answers your question please advise if you need more information.
  

  Business response

  07/12/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the ***** we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots ************* Team has followed up with *************************** and reviewed their concern. We have processed a refund for the item ******************** was double charged for.  Big Lots considers this matter now closed.
  
  Big Lots thanks *************************** for their feedback and the opportunity to review this concern.

  Customer response

  07/15/2024

  [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 accept the business's response to resolve this complaint. i GOT THE Refund today thank you
  
  Regards,
  
  ***************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9 June 2024, I submitted an online order for a Madison recliner with delivery (*************). On 9 June 2024, I received an email that the order would be ready for delivery in 3-5 weeks. (ATT) On 10 June 2024, I called Big Lots customer service and canceled the order with ticket number *******. On 13 June 2024, I received an email from Big Lots stating the item was ready for delivery. (ATT) On 13 June 2024, I called Big Lots customer service and was told they needed more time to process the cancellation. On 14 June 2024, my credit card was charged $660.19. On 17 June 2024, I called Big Lots customer service to let them know that the delivery company had called me to schedule the delivery, and I told the delivery company that I had canceled the order with Big Lots and did not want the item to be delivered. I received a new Big Lots ticket number *******. On 24 June 2024 I called again requesting a refund and was told that they were still waiting for cancellation with the third party and needed more time. On 3 July 2024, I called again requesting a refund and was told that they were still waiting for cancellation with the third party and needed more time, and that the $149 delivery fee would NOT be refunded because the item had already been delivered (to whom?). But, I have never received the item! I argued that if the item had been delivered to their third party, it was not my fault as it had been delivered after I had already canceled the order. I believe I should not be liable for the delivery cost that was incurred due to their unusually long cancellation processing time and poor communication with their third party delivery company. I requested to speak to a manager and was put on hold with no contact for 30 minutes (12:14 to 12:44) at which time I ended the call. Big Lots has not refunded my total payment of $660.19 after three and a half weeks and is infuriatingly unresponsive to my requests for resolution.

  Customer response

  07/05/2024

  On 3 July, about an hour after I submitted my BBB complaint, Big Lots sent me an email that they were refunding the entire order+shipping amount  to me.
  I’m satisfied with this final resolution. 
  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We went to purchase a couch at Big Lots. While loading the truck, they busted out the back window. This is not the complaint. They contacted the manager and on the spot they said they will cover the damage. The complaint is after this. It took almost a month before we were contacted by Big Lots, and that was after I called over 10 times and left multiple voice messages and emails. You call one phone number, and it directs you to another number. The only option on this number (claims line) is to leave a message and they will call back. There is no option to talk to an operator. I waited WEEKS to hear back from them. There has been no urgency from Big Lots to take care of the damage they caused. Our truck has sat in the carport, not drivable, due to their error. We have been making payments on a car we can’t drive because of their mistake. The lack of care from this company has been astounding. This is not a broken toaster, this is a shattered window on a truck that was damaged at their store, by their employee, with their product. They do not care about their customers.

  Business response

  07/05/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the mark, we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots Customer Care Team has followed up with ******* ******** and reviewed their concern. Unfortunately, we at customer care do not have access to claims. However, we have advised Ms. ******* that we have escalated her concern to claims, and advised for her to contact our Claims department as well. Big Lots considers this matter now closed.
  
  Big Lots thanks ******* ******* for their feedback and the opportunity to review this concern.
  

  Customer response

  07/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  a representative from Big Lots that is assigned to our claim has yet to contact me after several messages have been left. 
  

  Please have someone reach out and contact me. 
  

  This has not been resolved. 
  
  Regards,
  
  ******* ********

  Business response

  07/10/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the mark, we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots Customer Care Team has followed up with ******* ******** and reviewed their concern. Unfortunately, we at customer care do not have access to claims. However, claims has notified us that they have spoken to Ms. ******** on 7/9. Big Lots considers this matter now closed.
  
  Big Lots thanks ******* ******* for their feedback and the opportunity to review this concern.  

  Customer response

  07/10/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ********

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is the worse company ever I will never shop here again. They use foreigners to work for cheap and they have bad customer service and dont comphrehend anything . On top of they they hang up in the face show no empathy. My son 8th birthday is ruined because of big lots I dont recommend anyone to shop with them they steal your money and tell you to wait 3-5 business days to get it back . Never again in life literally my son is crying because these mfs took all my Money out my account and trying to make me wait to get it back when I never authorized them to take it out of my Account twice

  Business response

  07/01/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the ***** we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots ************* Team has followed up with Pretty ***** and reviewed their concern. We have attempted to contact ************** several times and have been unsuccessful in reaching her.  Big Lots considers this matter now closed.
  
  Big Lots thanks Pretty ***** for their feedback and the opportunity to review this concern.

  Customer response

  07/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21887514
  
  I am rejecting this response because: this company didnt resolve anything my son still had to miss his whole birthday because of technical issues with the website the manager on the phone was as f*** and hung up in my face showed no type of empathy. Sending me emails everyday is not resolving anything . 
  
  Regards,
  
  Pretty *****

  Business response

  07/08/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the ***** we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots ************* Team has followed up with Pretty ***** and reviewed their concern. We have contacted ************** and have apologized for the troubles she experienced. Unfortunately, the pre automation process can occur due to a number of reasons, which then will fall off the customer's account within 3-5 business days. The customer's funds have been returned at this time. We have issued ************** an appeasement for the troubles experienced. Big Lots considers this matter now closed.
  
  Big Lots thanks Pretty ***** for their feedback and the opportunity to review this concern.
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This complaint is about “Big Lots Customer Care.” I recently contacted Big Lots Customer Care, asking if I created an account when I applied for a position at my local Big Lots several years ago. In my email to Big Lots Customer Care, I asked if an account was created, could it be closed or deleted. Big Lots Customer Care opened Ticket #******* relating to my email. A few days later, I received an email saying that the Ticket was marked as “resolved.” It was most assuredly not resolved as nothing was done. Big Lots Customer Care’s “resolution” was to close the ticket and “pass the buck” to a website called “www.*************.com,” a third part Employment Verification Service, so they could “better assist me,” with Big Lots code #***** to “complete this request.” When I went to the website, I found no way to contact the website so they could assist me. The only way to contact the website, www.*************.com, was to create an account and provide them with a social security number, among other personal information. I have never heard of this website and I have no plans to ever give them my social security number.

  Business response

  06/26/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the mark, we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots Customer Care Team has followed up with ******* ********* and reviewed their concern. Mr. *********** Big Lots Career account has been successfully deleted.  Big Lots considers this matter now closed.
  
  Big Lots thanks ******* ********* for their feedback and the opportunity to review this concern.

  Customer response

  06/26/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *********

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a patio set from a Big Lots store in May 2023. The manufacturer of the set is some company based on ******* (**********). This past winter some of the cushions became damaged. I contacted Big Lots in March 2024 to determine what my options were to get the cushions replaced and was told they would be covered under the manufacturers warranty. It's been months of trying to work with Big Lots and the manufacturer to honor that commitment and as of this writing in June I still don't have the cushion replacements. I was given an update the week of May 20th that the manufacturer would be mailing them out that same week, but it didn't happen. I have now spent the last 2 weeks trying to get a specialist or someone at this company to give me an update on what is going on and why I was told something (and have been told things all along) that still haven't happened. I could go into another whole paragraph getting into the details about how this is the worst customer experience I've had in my existence, and describe the inefficiencies of the process, but hoping someone elevated at this company sees this and can get this resolved before summer ends so I can use the furniture.

  Business response

  07/01/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the mark, we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots Customer Care Team has followed up with ***** ******* and reviewed their concern. We have been in contact with the manufacture, who has processed a part request for Mr. *******, which will ship out on 7/10.  Big Lots considers this matter now closed.
  
  Big Lots thanks ***** ******* for their feedback and the opportunity to review this concern.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had this <2years. It’s an outdoor patio high top fire set. I covered during winter, and the top part just rusted and bubbled up due to sun. It’s ugly and I don’t know what to do. I wld like a replacement .. I see now they have a tile one. I wld be fine with just the top table /fire place replaced.

  Business response

  06/21/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the mark, we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots Customer Care Team has followed up with ***** ***** and reviewed their concern. We have attempted to contact Ms. ***** several times and have been unable to reach her. We encourage Ms. ***** to reach back out to us via email or contact our Customer Care phone line for further assistance. Big Lots considers this matter now closed.
  
  Big Lots thanks ***** ***** for their feedback and the opportunity to review this concern.
  
  Thanks,
  Big Lots Customer Care
  

  Customer response

  06/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  I received numerous emails on Wednesday 6/19 and then Friday 6/21 “Resolved.” Unfortunately, I had to go through boxes of receipts and could only find the sofa set to the high table from the same store. They asked what store and debit used.  I responded Saturday 6/22 - submitted pics of flyer of sets at time of purchase.  I may have purchased the high table cash - not sure if they will find.  However, after reviews I found that this is a problem with these tables and they are all rusting and peeling  I spent a lot of money and it looks terrible.  I wld just like the top replaced with the newer one that has ceramic or stone.
  

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

  Business response

  07/01/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the mark, we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots Customer Care Team has followed up with ***** ***** and reviewed their concern. After further review, we have found Ms. *****'s warranty has since expired. However, as a courtesy we have issued Ms. ***** a partial refund to a Big Lots gift card.  Big Lots considers this matter now closed.
  
  Big Lots thanks ***** ***** for their feedback and the opportunity to review this concern.
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Broyhill Legacy Thornwood 7pcs Fire pit dining table from Big Lots. I religiously keep it covered during any inclement weather as I want it to stay nice, however, the table top has begun to chip and peel. I have reported it to Big Lots & was assigned a claim number(*******) and was told I would hear back from Big Lots within 1-2 business days, that was over a week ago and have not heard anything from them. This was a big purchase for me and I expected it to last well past a year. It is beyond disappointing when you spend that kind of money. Any help would be greatly appreciated. ***** ****

  Business response

  06/18/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the mark, we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots Customer Care Team has followed up with ***** **** and reviewed their concern. We have been in contact with Mrs. **** to assist her. However, Ms. **** was unable to provide a copy of her receipt. Unfortunately, without the receipt we are unable to review it for a potential warranty claim as a receipt is required to move forward.  Big Lots considers this matter now closed.
  
  Big Lots thanks ***** **** for their feedback and the opportunity to review this concern.
  
  Thanks,
  Big Lots Customer Care
  

  Customer response

  06/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: regardless of the fact that I no longer have the receipt, this is their product. It is a Broyhill outdoor dining table. Big Lots owns Broyhill. The table is peeling and chipping, I'm just asking that they stand behind their product. It was around $1000.00, it's a little over a year old, and always covered when not in use. I would just like them to offer some kind of fix. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  06/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Order# ************* Price adjustment from $799 for couch to advertised $599 and mattress from $499 to advertised $399. Had to be escalated due to store nor regional manager could adjust price.

  Business response

  06/19/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the mark, we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots Customer Care Team has followed up with ***** ***** and reviewed their concern. We have price adjusted Mr.******* recent online order as requested.  Big Lots considers this matter now closed.
  
  Big Lots thanks ***** ***** for their feedback and the opportunity to review this concern.

  Customer response

  06/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  The adjustment says it is done but it took almost two full weeks and to do it. I the abused and traumatized customer had to do all the work while BigLots committed flat out fraud, theft, and bait and switch!
  Regards,
  
  ***** *****

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two of the Black Edison 3-Light wire Hanging LED Solar Lanterns by Real Living on 2/19/24 when all the spring items were released. I put them out Mid-May. It is now 6/6/2024 and BOTH lanterns no longer light up. Although they look pretty, VERY cheap quality, I paid $19.99 for each one. I called customer service and they said there is nothing they can do. I will never shop at this store ever again as it is money wasted.

  Business response

  06/21/2024

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the mark, we appreciate any opportunity to investigate and make things right.
  
  A member of Big Lots Customer Care Team has followed up with ****** ******* and reviewed their concern. We have processed a refund for the defective items in question.  Big Lots considers this matter now closed.
  
  Big Lots thanks ****** ******* for their feedback and the opportunity to review this concern.
  
  Thanks,
  Big Lots Customer Care

*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. ↩