ComplaintsforBig Lots

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order for furniture on July 12, 2024 for a sectional sofa set.. The set could not fit upstairs in the intended location so the delivery guys returned the item weeks ago and I haven’t received a refund for the purchase amount. I keep getting the runaround about my refund when I call.

  Business response

  08/14/2024

  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 advised ******* that a dispute was opened with ****** per the customer. Our Sales Audit team has accepted the dispute, which will then credit the customer's account. We have advised ******* to contact ****** regarding the time frame of the refund to reflect.  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

  08/15/2024

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Between my family and I, we frequent the big lots in ********** ** multiple times per week. This store constantly locks the door 5-7 minutes prior to closing . Last night At exactly 8:54pm, knowing the store hours are until 9pm. I arrived to find the front door locked I stood there for 3 minutes as an employee (who turned out to be a manager) ignored me until they finally had to come to the door to let someone out. I proceeded to show the manager the time (at this point) was still 8:57, i should have 3 minutes to grab what I needed. I know people do not want to stay late, which i understand and explained I was not trying to browse, I only needed to run in and grab something. I would never try to and keep a store open late. She verbatim said she did not care, and the store was closed. She did not care that it was prior to 9 o'clock the advertised time the store closes. She smirked at me while locking the door again and stood there with her back to me as for another 15 minutes they proceeded to ring up and help the customers in the store. I run a retail business myself and if a** of my regular staff treated a** customer, let alone a customer that shops almost daily in the store, this way I would retrain them and fire them if they continued such disrespect to our paying customers. The fact that this was a manager, is utterly disgusting and shows a terrible lack of leadership at the core of big lots' in store management. This is not the first time this particular manager has been nasty to myself or someone I know. If she hates her job that much, she should find another. She is doing nothing to help the big lots brand. In fact she is hurting the business, but I know she doesn't care. I would be more than happy to explain the exact employee to a corporate supervisor if they happen to care which I would hope they do. I have included a picture of her barricading the door where you can still see it is prior to 9pm.

  Business response

  08/16/2024

  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 a** 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 Mr. ****** and have advised that we have shared their feedback and experience with the District manager so they can address his concerns with the store management team appropriately. Additionally, we have issued Mr. ****** a $25 off coupon for the less than satisfactory customer service he has received. 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

  08/20/2024

  [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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an outdoor furniture set on May 20, 2023 from our local Big Lots store. The set included 2 glider chairs with table, an cushioned ottoman, and a sectional couch. When we purchased the items, the store employee asked if we wanted to purchase the protection plan to cover these items which we agreed to. We had to file a claim against the protection plan as the cushion covers are starting to rip at the seams, zippers are coming a part and are starting to stain. The invoice lists 4 items on it, One piece of the sectional for $215, another piece of the sectional for $629.99, a third piece of the sectional at $175.00 and the glider set at $480. The protection plan company only offered us $215 to settle the damages claiming that is all they can pay as the purchase plan was only taken out on one of the sectional pieces. The store employee never indicated that the plan only covers one item. The actual manufacturer of the outdoor set does not offer replacement covers so now i am forced to either have damaged cushion covers or try to find a different cover that will not match the others. In all we have about at least half of the covers that are damaged. Big Lots and the protection plan company stated there is nothing they can do as we did not take a plan out on every single item listed on the receipt. Again, the Big Lots store employee did not make us aware of that. They only asked if we wanted to take out the protection plan, which we did.

  Business response

  08/12/2024

  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 initiated Mr. ********** warranty claim, and have sent him E gift cards upon approval.  Big Lots considers this matter now closed.
  
  Big Lots thanks ************************* for their feedback and the opportunity to review this concern.
  
  Thanks,
  Big Lots *************

  Customer response

  08/12/2024

  [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

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8.3.24 Online made a large $523.50 purchase of a King size box spring and an email confirmation was not delivered to me after making this purchase. I had to go to customer services to request an email be sent to me, and when they emailed me back, it was for the wrong product, and I couldn't get through to Customer Service on the phone, so via their online form and chat function, I tried to cancel this product, because it was incorrect. However, they said cancellation was not guaranteed, when they made the error on their end. I am not sure if a refund will even come through, once a cancellation is placed w/in 7 buisness days. This is a lot of money, and this change is being made an hour after online purchase, the same day. Their online practices are not transparent and cancellation processes are ill fitting it seems. I would have not had to cancel if the product in the 1st place, if it was correct. Thank you.

  Business response

  08/09/2024

  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. Ms. ******'s order has been successfully canceled. As the order has been canceled, she has not been charged for this order. We have advised Ms. ******, she may see a pre authorization hold on her account. However, that will expire within 3-5 business days.  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

  08/09/2024

  [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

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a black Faux leather recliner from our nearby Big Lots. It was comfortable and looked good. After two months the material started cracking and peeling off the arms. Cracks started getting larger. I purchased one simulated leather tape wrap that somewhat matched the original material. More cracks appeared on the arms, so I bought more tape and the chair started looking like a patched up and unattractive. Now, the back and seat of the chair has started to crack. This is totally unacceptable. The date of manufacture of the chair was 04/2023 by Ding Yuan Vietnam Sofa Compant LTD. I purchased the chair in November 2023. I want a refund ($290) or a chair that has enough quality that will last at least a couple of years.

  Business response

  08/05/2024

  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. We have sent Mr.******** a copy of his receipt, and have advised for him to contact his local store to initiate his warranty claim with the store manager or furniture manager.  Big Lots considers this matter now closed.
  
  Big Lots thanks ******* Deblasio for their feedback and the opportunity to review this concern.

  Customer response

  08/06/2024

  Deras BBB   Thank You for your effort.  Big lots has been 100% customer sensitive and has quickly resolved this matter.  I am pleased with Big Lots responses and guidance,  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went into the store at ******** *** ******* ********* *** A sign said the store was closing, so I went in to shop. I picked up an item from a 20% off section of underwear, with their tags with a price of $12.99. At the register, the item scanned at $16.99. The store manager said because the store was closing, they had removed his ability ot accept refunds or make price adjustments. He tried to sell me the item for the advertised prcie, but couldn't.    

  Business response

  07/26/2024

  *******

  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. Ms. ******* went to the store to make a purchase and saw an item at a certain price. When she went to check out the price was not the same. Upon review we found the price was correct and have issued coupons to assist with the purchase and to save more. 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

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We placed an order online for in-store pickup. Went to pickup order, manager said we owed more money. I showed her where I paid online. She then canceled the whole order to rering. My total was 226.54, $200 was gift card,26.54 was on credit card. When she went to use the gift cards they do not have any money on them, because they didn't get refunded back. I was there that night for 1 and 1/2 hours trying to get my money or merchandise. I came home afterward with nothing and got on a chat. They told me it would take 3-5 days for the gift card balance to return. That story(number of days for giftcard balance to return) has changed several times now. It has been 16 days now, and I still don't have my giftcards back. I call every day or so to the 1800 number, and the store. I cannot get any help, they always say they will call back, but they never do. I have been the one to call everytime. They seem to see everytime I call that the purchase was made and the gift cards were charged and the order was canceled by the store, but they don't seem to be able to return my gift cards. Everytime I call the 1800 number their go to statement is "please allow for more time" Please help us. The order was under my wife's name ******* ******

  Business response

  07/25/2024

  ********
  

  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. Mrs. ****** placed an order, and it was cancelled. The amount did not show back on the gift cards. We have added the funds back to each gift card. 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

• Initial Complaint

  07/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an online purchase of an accent chair from Big lots that was on sale fir $152.97. In the process of checking out, I received a further discount, including free shipping that brought the total price to $123.91. I received a confirmation email from Big Lots that the order was processing. I checked my bank to see if the funds had come out of my checking as it was a ****** purchase and verified that they had. The expected date of delivery was July 23, 2024. Today, Sunday, July 21, 2024. I received an email stating that the order had been canceled. I called customer service and checked online to see if the chair was still available. It was and is l, but the price has risen. When I connected with customer service, they told me the order was canceled because the item was out of stock. I asked them why was it still available online if it was out of stock. They then told me they would be happy to reprocess the order but I would be charged for shipping and the price would be what is currently shown. I told them that was unacceptable and that it was fraudulent to cancel an order to then reprocess the order at a higher price. I also told them I has screen shots of the price that I purchased the chair for and a confirmation email from Big Lots for the purchase with the discounts and that I want the chair for the amount I paid for it three days ago. They said they would discount it after I ordered it again fir the full price. This is a scam. They also refused to let me pick up the chair locally for the price I paid for it online.

  Business response

  07/29/2024

  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 contacted Ms. ***** and have advised that unfortunately the item in question is only available for purchase online. We have issued appeasements to bring the price of the item down to the original amount.  Big Lots considers this matter now closed.
  
  Big Lots thanks ********* ***** for their feedback and the opportunity to review this concern.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased the sofa loveseat pair on Big lots website June 3, 2024. The set was delivered on June 21,2024. When the delivery men arrived one said he would put the couch legs on for me but due to insurance risk, I had to do it on my own but the instructions were really "easy" and the legs wouldn't take long to attach to both couch and loveseat. After removing all the plastic and cardboards, I discarded these due to strong scent. The delivery driver was wrong because no holes came pre-drilled in the couch to screw in the legs. The instructions that came with the set only said to screw in each leg, nothing about drilling new holes so I contacted Big Lots customer service ticket ******* on 6/21/24 The agent said I could return it to any store since it was a defective with no holes. Before doing so I tried the legs again since I had no truck to return the sofa set and spent $149 already for delivery. I ended up making temporary makeshift holes to get the legs in but not all the way. However the lingering scent kept up and it became unbearable. After a while and I wore I mask while in the same room. After a week I complained that the strong scent was not going away which added to the problem of no holes in the couch. I went to a Big Lots store and asked he said it probably needs to be picked up and sent back to a warehouse. Ticket ******* was created 7/7//24, Each time on the phone Big Lots customer service said I was given 30 days and the ticket would take "48 hours" to resolve. The last agent said not to return yet and that it would be "escalated". Still waiting for a reply and it's 7.-16-24 close to the 30 day deadline. Called a Big Lots store and the worker there said 15 days not 30 days. A Big Lot chat agent said don't worry, the ticket is still being "escalated". No timeframe on resolving. I just want to return this set and swap it out for another set in the store. I purchased this same set several years ago and they came with holes and no strong noxious scent.

  Business response

  07/23/2024

  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 Ms. ******** and have processed a full refund for the order in question.  Big Lots considers this matter now closed.
  
  Big Lots thanks **** ******** for their feedback and the opportunity to review this concern.

  Customer response

  07/23/2024

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I appreciate the efforts to have this resolved and have more confidence in the company's efforts.
  
  Regards,
  
  **** ********

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Okay first thing the plates and bowl I got are messed up now they are saying that one pair of my curtains are cancelled but the other order is coming I can't use just one pair I need them both! Then I used my 30.00 coupon (which in order to use it I had to spend 50.00 which is messed up when I spent over 700.00 on furniture and my rewards was supposed to be free with no conditions of spending another 50.00 but no one could straighten that out either) on this and so what are you going to do about this I want my money refunded and I want to talk to someone in charge not a customer representative about all this. I buy from big lots a lot especially furniture and this is the worst customer service I have ever seen on this! I was on hold with customer service for over 2 hrs with no luck on finding a supervisor.

  Business response

  07/17/2024

  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 issued Ms. ******* a $30 off coupon and have processed a refund for the curtains in question as well..  Big Lots considers this matter now closed.
  
  Big Lots thanks ******* Riggins for their feedback and the opportunity to review this concern.
  

*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. ↩