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

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BBB transcribed from hard copy complaint form received via US Mail: I returned the above sofa due to uneven seating as the sofa was defective. The seat cushions on the left and middle were firm and the right seat cushion was soft. Additionally, prior to purchasing the sofa I was told by an associate that it did not have the California Proposition 65 warning, but the sofa did end up having the warning. ON Dec. 21, 2023 I went to the ********* **** Big Lots (where I purchased the sofa) and spoke wit h the store manager, ****** about the issues and showed her Big Lots return policy, but she refused to refund me my shipping charges.

  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 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 District Manager of the store and have reached a resolution for Mr. ******. However, we at customer care have been unable to reach Mr. ****** via phone. We encourage Mr. ****** to contact Big Lots Customer Care to discuss a resolution to his concern.  Big Lots considers this matter now closed.
  
  Big Lots thanks ***** ****** for their feedback and the opportunity to review this concern.
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 14th, 2024 $91.69 They stated that it would get here by 6/20 and it is 6/27 and it is not here! I reached out several times via chat and phoen to different reps stating that they would escalate and to keep waiting. I finally told one of them after contacting them 3 or 4 times to cancel. The agent said he would escalate the cancellation request but I called back another day and the next agent said that the previous agent did not submit the cancellation request so he lied! I am moving in 3 days and have nothing to cover my windows!! I bought 5 curtains and 5 rods and have nothing. Then I get an email the other day saying they cancelled 3 (because they did not have it) and today they sent m an email saying they were closing my ticket when NO ONE followed up t actually rsolve the issue after I asked for a manager several times and called so many times and chatted and they kept lying saying someone would follow up. Now I get something in my email saying it JUST shipped, only 2 curtains and 5 rods!! What would I do with that??!! Disgusting and still no resolution. I just asked to cancel and be refunded so I can go to a REAL store and buy curtains so I can have privacy in my new home!This is a scam, they did not have the merchandise they sold m and dragged it out rather than telling me. Do not take my money any more! It is a shame the way you treat customers and you can't even speak to a manager or corporate!

  Business response

  07/15/2024

  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. After further review, we have concluded ********************** card was authorized. However, the total was never settled or charged for. The pre authorization on her end, should of fallen off her account. We have advised ****************** to reach out to her financial institution if she is seeing a charge from Big Lots on her end.  Big Lots considers this matter now closed.
  
  Big Lots thanks ***************************;for their feedback and the opportunity to review this concern.

• 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

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I parked at Big Lots for about twenty minutes and when I parked there was nothing around my car at all. After shopping I came out and the employees of Big Lots had barricaded my passenger side door with random things. I asked them to move the things, because I couldnt get into my car. One of the employees said something fell over and broke my side view mirror, then took off the top of the mirror. I tried to put it back on, and it wouldnt stay. There are wires exposed, and it could fly off and hit someone else's car. I was able to take it into the Auto Body shop who fixed my bumper when I got rear ended, and they said that all of the pins that hold the mirror together are broken. He put glue as a temporary fix, but eventually I will have to pay to have it fixed. He quoted me $349.19 to have the mirror back to normal. I have copies of the quote, and pictures from that day and time. I have sent the pictures and the quote to several people at Big Lots, I have left messages. I have been told someone is handling my claim, and they even left a message. The person who left a message did not leave a name or contact number, other than this number with a recording to leave a message. I have left messages and information, and proof this happened to several people with no reply, other than the message telling me to call the number to leave a message. Yesterday they sent me an email that said it was resolved, and I sent them back an email that said it is absolutely not resolved. It is very hard to try to get a hold of someone, and when I do get a hold of someone they can not help me. I am very busy, and I would like this to be over. I feel it is unfair that I went shopping at their facility and they caused so much damage to my car out of negligence. It is even more frustrating that I have been trying for weeks to talk to someone, and they wont give me the name and contact of the person handling the claim.

  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 ***** 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 attempted to contact **************** via phone and email and were unsuccessful in reaching her. Additionally, Big Lots ************* does not have access to claims cases and are unable to view the status of her claim. For further assistance, we have advised for her to contact our claims department..  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

  06/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21805920
  
  I am rejecting this response because: 
  
  Regards,
  
  *************************

  Customer response

  06/27/2024

  Tell us why here...I would like to request contact information, and the name of the person handling the claim with BigLots. There are so many different numbers and people who I have sent my information to that I am not sure how to reach anyone. The one time I actually spoke with someone from the claims department they said my claim person was on vacation; every other time I call I have to leave a message and no one calls back. Once my claims person called me and left a message, but did not leave a name or contact information. I have asked several times to receive this information. 
  I have to go to the ***** to make copies and scan things, and I scanned the first estimate, and printed out the claim sheet. Now I am working on getting the second estimate without being charged. I was told that I may not be reimbursed for getting a second estimate, even though it was requested by BigLots by the person who said the person handling my claim is on vacation. Once I receive the second claim, then I will upload both the claim form and the second estimate. 
  This is very frustrating, and has required a lot of my time and efforts, and I feel like the claims department is making this hard on purpose. 
  

  Customer response

  06/27/2024

  In Process, I am waiting on the second claim that is being worked on. 

   

  I have to go to the ***** to make copies and scan things, and I scanned the first estimate, and printed out the claim sheet. Now I am working on getting the second estimate without being charged. I was told that I may not be reimbursed for getting a second estimate, even though it was requested by BigLots by the person who said the person handling my claim is on vacation. Once I receive the second claim, then I will upload both the claim form and the second estimate. 
  

  
  

  Customer response

  06/27/2024

  In Process, I am waiting on the second claim that is being worked on. 

   

  I have to go to the ***** to make copies and scan things, and I scanned the first estimate, and printed out the claim sheet. Now I am working on getting the second estimate without being charged. I was told that I may not be reimbursed for getting a second estimate, even though it was requested by BigLots by the person who said the person handling my claim is on vacation. Once I receive the second claim, then I will upload both the claim form and the second estimate. 
  

  
  

  Business response

  06/28/2024

  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 been in contact with **************** and have escalated her concern to our claims department. Unfortunately, we at customer care do not have any access to view her claim as it is kept completely confidential. We have advised **************** to contact our claims team as well for any additional assistance.  Big Lots considers this matter now closed.
  
  Big Lots thanks ************************* for their feedback and the opportunity to review this concern.
  

  Customer response

  07/08/2024

  Re: Damage to my Vehicle / Claim 24 0250130
  External
  Inbox
  
  *************************
  Attachments
  Wed, Jul 3, 12:29 PM (5 days ago)
  to Claims, me
  
  Morning, 
  
  This is the estimate from ****** Brothers, and it does not include painting the side view mirror, it does not include parts and labor. I have to go to the fedex  to scan the claim form, and I will do that later today. 
  
  Kindest Regards,
  *************************
  *******************
  **************
  
  On Wed, May 29, 2024 at 2:46 PM Claims <*********************************> wrote:
  Hi ******,
  
   
  
  Please confirm your mailing address so we can send out a claim form.
  
   
  
  Thank you,
  
  Claims Unit
  
  Big Lots Stores, Inc.
  
  ***************************
  
  ********, *********; 43081-7651
  
  Legal Department - Litigation and Claims
  
  Email: *********************************
  
   
  
   
  
  From: ************************* <*******************>
  Sent: Wednesday, May 29, 2024 4:04 PM
  To: Claims <*********************************>
  Subject: Damage to my Vehicle
  
   
  
  Dear Big Lots, On 05/21/2024 I went into the Big Lots at ****************************************************************************. I was in the store for about 20 minutes, and when I parked there was nothing around my car. When I came out of the store there was a barricade
  
  ZjQcmQRYFpfptBannerStart
  
  This Message Is From an Untrusted Sender
  
  You have not previously corresponded with this sender.
  
  ZjQcmQRYFpfptBannerEnd
  
  Dear Big Lots,
   
  On 05/21/2024 I went into the Big Lots at ***************************************
  ******************. I was in the store for about 20 minutes, and when
  I parked there was nothing around my car. When I came out of the store
  there was a barricade of things piled high surrounding the driver side
  of my vehicle to the point where I could not get into my car. I kindly
  asked if they could move the things, so I could go. The employee at
  your store tells me something fell over and shows me how it broke my
  side view mirror on the driver side. I got an estimate from ***'s Auto
  Body and I have it included in this email. Please contact me regarding
  the situation.
   
  Kindest Regards,
  *************************
  *******************
  **************
  NOTICE: This email message is intended only for the person or entity to which it is addressed and may contain confidential information and/or privileged material. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please immediately contact the sender by reply email and destroy all copies of the original message. No contract shall exist and no binding obligations or liabilities shall be imposed on Big Lots or its affiliates by virtue of this email or its contents, any attachment or any verbal or written representations or other statements of Big Lots (including its affiliates and their respective representatives) unless and until an officer of Big Lots and representatives of the other parties have duly executed and delivered a written, integrated contract. Any party may terminate negotiations at any time for any or no reason.
  
   One attachment
      Scanned by Gmail
  
  *************************
  Wed, Jul 3, 12:30 PM (5 days ago)
  to Claims, me
  
  It does not include labor, it is an estimate for only parts.
  

  Business response

  07/09/2024

  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 ***** 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 been in contact with **************** and have escalated her concern to our claims department. Unfortunately, we at customer care do not have any access to view her claim as it is kept completely confidential. We have advised **************** to contact our claims team via phone or email for any additional assistance, and her call will be returned in the order it was received..  Big Lots considers this matter now closed.
  
  Big Lots thanks ************************* for their feedback and the opportunity to review this concern 

  Customer response

  07/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21805920
  I have been nothing but patient, and you will not give me any information on who is working on my case. You have only given me an email address, and not a name or phone number. If I go through my insurance program it will cost more for you to fix the mirror you broke. I have given you every document that you requested, and gotten no response. I should report you to the police, because you have personal information, and you are an unprofessional company. Fix the issue!
  I am rejecting this response, fix my mirror.
  
  Regards,
  
  *************************

  Customer response

  07/09/2024

  Fwd: Ticket #******* Resolved - Store Assistance
  External
  Inbox
  
  *************************
  3:15 PM (1 hour ago)
  to me
  
  Good Afternoon Trezon, 
  
  Could you please call me, this is frustrating. Thank you 
  
  
  Kindest Regards,
  *************************
  **************
  *******************
  
  
  
  ---------- Forwarded message ---------
  From: Big Lots Support <**************************************************************************************>
  Date: ************** 16, 2024, 4:34 AM
  Subject: Ticket #******* Resolved - Store Assistance
  To: <*******************>
  
  
  Dear *************************,
  
  
  Your ticket has been marked as resolved.
  
  If you feel like there's still something that needs attention or your ticket has not been resolved, just hit reply to this email. We'll reopen the ticket for you automatically.
  
  If we don't hear back from you within 48 hours, we'll assume everything is sorted and close the ticket.
  
  We're here to help, so please don't hesitate to reach out if you need anything else!
  
  
  
  Regards,
  
  Big Lots Customer Care
  
  image
  
  
  
  
  Did we resolve your inquiry?
  
  Yes
  No
  
  *******:2999353
  
  *************************
  3:30 PM (47 minutes ago)
  to Claims, me
  
  I have been nothing but patient, and you will not give me any information on who is working on my case. You have only given me an email address, and not a name or phone number. If I go through my insurance program it will cost more for you to fix the mirror you broke. I have given you every document that you requested, and gotten no response. I should report you to the police, because you have personal information, and you are an unprofessional company. Fix the issue!

   

  RE: Ticket #******* Resolved - Store Assistance / Claim 24 0250130
  External
  Inbox
  
  Claims <*********************************>
  3:58 PM (20 minutes ago)
  to ******, me, ******
  
  Hi ******,
  
   
  
  ****** is handling your claim, I have ccd her on this email. She is out of the office this week, so she will see it upon her return.
  
   
  
  Thank you,
  
  Claims Unit
  
  Big Lots Stores, Inc.
  
  ***************************
  
  ********, *********; 43081-7651
  
  Legal Department - Litigation and Claims
  
  Email: *********************************
  
  Fax: **************
  
   
  
   
  
   
  
  From: ************************* <*******************>
  Sent: Tuesday, July 9, 2024 3:30 PM
  To: Claims <*********************************>; Trezon ***** <*********************************************>
  Subject: Re: Ticket #******* Resolved - Store Assistance
  
   
  
  I have been nothing but patient, and you will not give me any information on who is working on my case. You have only given me an email address, and not a name or phone number. If I go through my insurance program it will cost more for you
  
  ZjQcmQRYFpfptBannerStart
  
  This Message Is From an External Sender
  
  This message came from outside your organization.
  
  ZjQcmQRYFpfptBannerEnd
  
  I have been nothing but patient, and you will not give me any information on who is working on my case. You have only given me an email address, and not a name or phone number. If I go through my insurance program it will cost more for you to fix the mirror you broke. I have given you every document that you requested, and gotten no response. I should report you to the police, because you have personal information, and you are an unprofessional company. Fix the issue!
  
   
  
   
  
  On Tue, Jul 9, 2024 at 12:15 PM ************************* <*******************> wrote:
  
  Good Afternoon ******, 
  
   
  
  Could you please call me, this is frustrating. Thank you 
  
   
  
   
  
  Kindest Regards,
  
  *************************
  
  **************
  
  *******************
  
   
  
   
  
   
  
  ---------- Forwarded message ---------
  From: Big Lots Support <**************************************************************************************>
  Date: ************** 16, 2024, 4:34 AM
  Subject: Ticket #******* Resolved - Store Assistance
  To: <*******************>
  
   
  
  Dear *************************,
  
  Your ticket has been marked as resolved.
  
  If you feel like there's still something that needs attention or your ticket has not been resolved, just hit reply to this email. We'll reopen the ticket for you automatically.
  
  If we don't hear back from you within 48 hours, we'll assume everything is sorted and close the ticket.
  
  We're here to help, so please don't hesitate to reach out if you need anything else!
  
   
  
  Regards,
  
  Big Lots Customer Care
  
  image
  
   
  
   
  
  Did we resolve your inquiry?
  
  Yes
  
  No
  
  
  *******:2999353
  
  NOTICE: This email message is intended only for the person or entity to which it is addressed and may contain confidential information and/or privileged material. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please immediately contact the sender by reply email and destroy all copies of the original message. No contract shall exist and no binding obligations or liabilities shall be imposed on Big Lots or its affiliates by virtue of this email or its contents, any attachment or any verbal or written representations or other statements of Big Lots (including its affiliates and their respective representatives) unless and until an officer of Big Lots and representatives of the other parties have duly executed and delivered a written, integrated contract. Any party may terminate negotiations at any time for any or no reason.
  
  

  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 ***** 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 been in contact with **************** and have escalated her concern to our claims department. Unfortunately, we at customer care do not have any access to view her claim as it is kept completely confidential. We have advised **************** to contact our claims team via phone or email for any additional assistance, and her call will be returned in the order it was received..  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

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21805920
  I am rejecting this response because:  I have been in contact with someone last week who sent me for the first time the name and contact information of the person at big lots handling my claim. The person  I spoke with at big lots said the person handling my claim is on vacation again. I have sent all of the information requested of me to both big lots and the better business bureau. 
  

  I am tired of the business saying they have been in contact and that it has been resolved, because I have not actually spoken with the person handling my claim, and it has taken over a month for them to actually give me the information( persons name and contact information handling my claim). If you look at the estimates, the repair to my vehicle is going to cost over $300, and all I did was park outside the store and shop to have this happen to me. 
  

  I have two jobs, and I am a student, so having to do all of the things requested by your company while faxing, uploading, emailing and sitting on the phone for hours has been very difficult. Also, I am not comfortable shopping at your store at all.  Your company has done absolutely nothing to resolve my issue. 
  
  
  
   
  Regards,
  
  *************************

  Hello. This is *************************. I've been trying to reach you for two weeks now. Please give me a call back at *************. I spoke with the FIGWAT last week when I tried to reach you. I wasn't able to reach you, and I did speak with somebody from their customer service area, and they said that the person handling my claim is on vacation. And they sent me an email with their contact information. I believe I included you in that. I also got a quote from the ****** brothers, but it doesn't include the paint job, and it doesn't include the labor. It's just the part. I don't know why they want me to get two different estimates. The first estimate was from an actual auto body shop, and it was $300 and something dollars. And if I go to the dealership, it's going to be around $700, and that's not including the paint job. And I think because the auto body shop is more experienced, And they don't have to replace the entire mirror. I think that is why, but I don't know. But I'm very confused. This has been going on a very long time. I do like to shop at Big Lots, but I won't go back there because I'm embarrassed and this whole situation is going on. I would like it to be over. It's not really my fault. All I did was park in their Big Lots parking lot, And then I broke my mirror off, and it's a $300 to $712 per pair. And I can't afford it. It's expensive for a mirror, you know? Anyways, so I would really appreciate it, ******, if you could get back to me. I have Monday, Tuesday, Wednesday off, but I am also a caretaker aside from my 9 to 5 job. So doctor's ************ and dialysis, I am quite busy. But I leave my ringer on and if I am available, then I will definitely answer the phone. If you could just give me a call back, just a touch basis to kind of explain verbally what's going on and what to do and how to approach these people. And I just now got information on who is handling my case with big lots for the first time last week, but they're on vacation again. So I'll try to give them a call. Again, I am a caretaker. I go to school and I have a 9-to-5 job. It is so hard for me to have to pound the pavement on this. But I really do need my mirror fix. If you can give me a call back, my phone number is *************. I would much appreciate it just to speak with you to kind of understand what the heck's happening here. I don't know. I know that I've sent all the information that they have requested, but I'm not sure if they received it, because there are so many different places They want me to send things in different emails they send, different contact people. And it's a very confusing thing. I did send you all the information as well and had you in as many emails as I could. So if you could just touch bases with me to help me understand what to do and what you think might happen and just kind of answer some questions, that would be wonderful. My phone number again is ************. Sorry about the long message. Thank you and have a good day.

  
  

  Customer response

  07/16/2024

  RE: Ticket #******* Resolved - Store Assistance / Claim 24 0250130
  External
  Inbox
  
  Claims <*********************************>
  Tue, Jul 9, 3:58 PM (7 days ago)
  to ******, me, ******
  
  Hi ******,
  
   
  
  ****** is handling your claim, I have ccd her on this email. She is out of the office this week, so she will see it upon her return.
  
   
  
  Thank you,
  
  Claims Unit
  
  Big Lots Stores, Inc.
  
  ***************************
  
  ********, *********; 43081-7651
  
  Legal Department - Litigation and Claims
  
  Email: *********************************
  
  Fax: **************
  
   
  
   
  
   
  
  From: ************************* <*******************>
  Sent: Tuesday, July 9, 2024 3:30 PM
  To: Claims <*********************************>; Trezon ***** <*********************************************>
  Subject: Re: Ticket #******* Resolved - Store Assistance
  
   
  
  I have been nothing but patient, and you will not give me any information on who is working on my case. You have only given me an email address, and not a name or phone number. If I go through my insurance program it will cost more for you
  
  ZjQcmQRYFpfptBannerStart
  
  This Message Is From an External Sender
  
  This message came from outside your organization.
  
  ZjQcmQRYFpfptBannerEnd
  
  I have been nothing but patient, and you will not give me any information on who is working on my case. You have only given me an email address, and not a name or phone number. If I go through my insurance program it will cost more for you to fix the mirror you broke. I have given you every document that you requested, and gotten no response. I should report you to the police, because you have personal information, and you are an unprofessional company. Fix the issue!
  
   
  
   
  
  On Tue, Jul 9, 2024 at 12:15 PM ************************* <*******************> wrote:
  
  Good Afternoon ******, 
  
   
  
  Could you please call me, this is frustrating. Thank you 
  
   
  
   
  
  Kindest Regards,
  
  *************************
  
  **************
  
  *******************
  
   
  
   
  
   
  
  ---------- Forwarded message ---------
  From: Big Lots Support <**************************************************************************************>
  Date: ************** 16, 2024, 4:34 AM
  Subject: Ticket #******* Resolved - Store Assistance
  To: <*******************>
  
   
  
  Dear *************************,
  
  Your ticket has been marked as resolved.
  
  If you feel like there's still something that needs attention or your ticket has not been resolved, just hit reply to this email. We'll reopen the ticket for you automatically.
  
  If we don't hear back from you within 48 hours, we'll assume everything is sorted and close the ticket.
  
  We're here to help, so please don't hesitate to reach out if you need anything else!
  
   
  
  Regards,
  
  Big Lots Customer Care
  
  image
  
   
  
   
  
  Did we resolve your inquiry?
  
  Yes
  
  No
  
  
  *******:2999353
  
  NOTICE: This email message is intended only for the person or entity to which it is addressed and may contain confidential information and/or privileged material. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please immediately contact the sender by reply email and destroy all copies of the original message. No contract shall exist and no binding obligations or liabilities shall be imposed on Big Lots or its affiliates by virtue of this email or its contents, any attachment or any verbal or written representations or other statements of Big Lots (including its affiliates and their respective representatives) unless and until an officer of Big Lots and representatives of the other parties have duly executed and delivered a written, integrated contract. Any party may terminate negotiations at any time for any or no reason.
  
  
  *************************
  12:11 PM (1 hour ago)
  to Claims, me
  
  Good Morning ******, 
  
  I would have preferred to actually speak with you, or have the Better Business Burough speak with you, but this is the very first time I have been given a name of who is handling this; still lacking a contact information. I hope you had a nice vacation, and I look forward to hearing from you considering I have presented all of the information requested.  I have been attached to so many of your emails from BigLots Customer CVare Team and I have also been told you are a seperate unit, so can you please assure me that you have received my personal information that you requested, along with the second estimate. I would like to know what is going to happen next, and hear from someone other then just an email saying you have addressed my issue when you have not. 
  
  
  Kindest Regards, 
  ************************;
  *******************
  *************
  
  
  
  
  On Tue, Jul 9, 2024 at 1:02 PM ************************* <*******************> wrote:
  Well, 
  
  Thank you for that information. It is about time I actually get to speak to a live human. I have become very frustrated with the situation. 
  

  Business response

  07/22/2024

  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 been in contact with **************** and have advised for her to reach out directly to the claim advisor who is working her claim. Unfortunately, we at customer care do not have access to view the status of her claim. Big Lots considers this matter now closed.
  
  Big Lots thanks ************************* for their feedback and the opportunity to review this concern.
  

  Customer response

  07/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21805920
  
  I am rejecting this response because: 
  
  Regards,
  
  *************************

  Business response

  08/12/2024

  Hello,

  **************** is already in contact with the claims department, which is a department within Big Lots. 

  Thank you,

  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. ↩