ComplaintsforThe Vandervort Supply Company
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Complaint Details
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Initial Complaint
03/15/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
My name is ***** ******* and I purchased a generator from Vandervort Ace Hardware located at **** ***** ******* Portsmouth, OH ***** on 2/03/22. I called multiple times the evening of 02/03/22 and spoke with employees regarding the generator. Since this was a large purchase, my wife and I specifically called on speaker phone and asked the employee if the generator was returnable if we were not able to use it. He said, direct quote, "yes, as long as it is not out of the box, or have gas/oil in it." Once we got home we were told by my brother-in-law that our house did not have the electric hook up necessary and that we could only use extension cords. Then my wife and I attempted to get the generator out of the trunk, which we were not able to do so. This thing is so heavy! We cannot move it and it is still in the trunk of my car for that reason. On Monday, 02/07/22, I brought my receipt into the Vandervort Ace Hardware store to return the item and have help getting it out of my trunk. I was promptly told by the store Owner, *****, that there were no returns, all generators are final sale. I insisted that my wife and I were told that we could return it, given that was the reason for going ahead to purchase the generator. ***** continued that all employees knew they were final sale and that they sent a special truck to Columbus to pick up only generators that were ordered, therefore they were non refundable. We did not "order" the generator. We called when the generators were already on the way to the store and were in Chillicothe at the time. Nor were we told that all sales were final. Nor did we know this thing was so huge and heavy that we could not get it out of the car. ***** continued to say that he was the one that made all calls and he never said that we could return any item. I just want to return the item that has not been opened from the box! They have no policy other than, "word of mouth." Ace is independently owned and would not assist.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.