Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered Ivermax 500ml worth $89 and when I went to pick up in store, they said they’re not in stock and that they “rejected” my order. They told me it would be refunded. I paid via PayPal so I know that once a refund has been requested, I should get an email notification. A few hours passed and no email. I checked the status of my order on Atwood’s website and it still says “processing”. I called customer service and they said they cancelled it for me. Few hours later and still no email confirmation from Atwood’s and no notification from PayPal that I will be getting a refund. On their website, it still says processing. Finally, opened a dispute on PayPal. Let’s see how long it will take them to handle. I will open the claim once I can. Atwood’s has the WORST refund system!!! I’ve read on forums that this happened to a lot of people. A million dollar company that can’t refund unavailable items!!! Do better!

  Business response

  12/23/2024

   ID of *********   We are investigating this matter and will have something shortly. 

• Initial Complaint

  11/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a hay feed ring and teenage boys took my rope from my hands and did not tie the ring securely. Rear window got broke. Supervisor did not return my call. Corporate admits to not seeing the load yet when I drone off claims to not see window broke. The teenage boys deny problems. Liers. I wish supervisor had called me back.

  Business response

  11/11/2024

  BBB.  The complaint was submitted on 11/8/2024 and was assigned an ID of *********   

  Please narrow down the day and time of this matter.

   

  **** *******

  VP Atwoods Risk

  
  
  
  

  
  

  Customer response

  11/13/2024

  
  Complaint:******* *
  
  Additional response was needed from business. Time 4:30 pm and I believe Oct 24
  
  Sincerely,
  
  ***** ******

  Business response

  11/19/2024

  see attached

• Initial Complaint

  10/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased the ranch hound brand dog food (exclusively sold at Atwood’s) I got this bag about 1 week ago. At the ***** OK branch. Today is 10/28/24 Today while feeding my dogs I found WORMS in the dog food. This is very concerning but makes sense that my dogs have been throwing up since I started feeding this bag. This is the first time in years I have switch foods and after this experience I will never be purchasing from Atwood’s again. There’s been no recall nothing mentioned and there’s no number on the bag to call I’m sure for obvious reasons (they don’t want to deal with the complaints that will come from their food. I know it’s a manufacturer problem more than likely but there’s also no reason Atwood’s shouldn’t look into their distribution centers. This is ridiculous, I have vet bills out the rear end from them being sick and I’m sure no one is going to comp me for that. At the very least I’d like the money back I spent on this AWFUL DOG FOOD.

  Business response

  10/29/2024

  From: ***** ******** ***************************>
  Sent: Tuesday, October 29, 2024 1:02 PM
  To: ***** ****** *********************
  Subject: RE: You have a New Message from BBB Serving Central Oklahoma, Consumer Complaint *********
  
  ********* ******** *** **** ************ ***** ****** ** **** ***** ****** ******** ** *****
  

  Yes! Confirming we have left a voice mail message and sent an email as well. We will need Lot code information ect from the consumer before passing it onto the plant to do a in depth analysis so just waiting on her to get back to us. 

  ***** ******** ****************************

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Troybilt Pony riding lawnmower ($1999.00) from Atwood’s in Crossett Arkansas on 5/18/23 and the warranty protection plan which was $149.99. The warranty covers two years from date of purchase. On around the end of July 2024 I was mowing when all of the sudden it quit and would not start. The warranty states to bring it to Atwood’s to have it repaired which I did. They took the mower and worked on it for 10 days. They had the motor torn down in many pieces but could not repair it. The manager told me they should have not taken it because they were not qualified to work on mowers and the warranty company made an appointment with ******* of Farmiville Louisiana which is an hour away. ******* looked at it and said the rocker arm was broken inside the motor. They repaired it but it still would not start saying the motor could not get compression and would need a new motor. They have still got the mower and it’s not repaired… after talking with **** of the Atwood’s protection plan company several times I have gotten nowhere. The number for them is *************** He keeps telling me that he is escalating the case but it goes nowhere. The cost to repair the rocker arm was around 600 dollars and the cost to replace the engine is around $1000 according to *******. It has been three months and I still have no mower. It says in the warranty it pays 100 percent parts and labor and to simply return the product to the nearest Atwood’s location and it will be repaired or replaced. I just need my lawn mower or my money back so I can get another. Please help because I’m not getting anywhere and I have been more than patient since it has been 3 months. I feel like they are stalling in hopes I would drop it and just go buy another one. I mean I bought the mower and the warranty and did exactly what it said to do but they are not holding their end of the purchase up. I just want my mower, a replacement or my money back. Please help

  Business response

  10/28/2024

  The customer has been contacted and he will be retrieving the mower from the shop and bringing it to us in the next couple days to be issued his refund. He was happy to be getting taken care of.

   

  ***** ********

  Atwoods DM

  Customer response

  10/29/2024

  Good morning, I got a call from Atwood’s in Crossett this morning for me to come by and they were gonna refund my money for the lawn mower fiasco. They were very apologetic and nice. Thank you for helping me with this. 
  
  

  **** ******

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Atwoods in ******, ***** asked me to be a vendor for supplying rabbits prior to their Grand Opening. I dropped off bunnies on May 14th and as of today, June 16th- no payment has been made. A direct deposit form was submitted, and the Assistant manager of the store was supposed to submit an invoice. This company is using vendors and then not paying them. I messaged the Assistant Manager that I dealt with in hopes of resolving the issue and was told it would be looked into and was only ignored. After some time passed, I asked for a number to corporate who also is not helping to solve the issue. I have left voicemails with no return call. It seems ridiculous that a major company would try to avoid paying a small amount of money owed. Mind you, the price they paid was far less than market value for the rabbits, to begin with. I feel so disappointed in a company that I have faithfully purchased from for years now. I will avoid at all costs in the future.

  Business response

  06/17/2024

  I will look into this.

  Business response

  06/18/2024

  I apologize so much. I did fail to send in her invoice. She had sent it to me in my personal email because she couldnt send it to my work email. I just submitted through the intranet. I will make sure that this does not happen again. Once again I am so sorry.

   

  Thank You,

• Initial Complaint

  04/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 04/12/2024, my wife and I ordered and paid for handy panels and landscape Timbers on line. The local store web site stated they were in stock and available. Atwoods receipt number: B39420/52.When we got to the store we were told the Timbers were not in stock and they would have to refund the entire amount of $169.91. Then we would be able to just purchase the handy panels to which we did.It is now 04/27/2024, 15 days after the online purchase refund with the funds still not returned to the account.I called the local store 5 times and the last time I was referred to HQ in ********. I now have over 5 phone calls to the Atwoods HQ and still no refund in my possession or account.This refund of $169.91 is still not available to my account. It is ridiculous, very sad and upsetting that a million dollar company cannot refund the money. Im sure that there will be no repercussions to the company. Sad, very sad indeed!!!

  Business response

  04/28/2024

  I am on it.  Will find out what happened.  

  Business response

  04/30/2024

  Which store were you going to pick this order up at?

  Customer response

  04/30/2024

  Store #**, ************, **

  i have talked with the store several times as I have talked with your HQ.

  your people keep saying that there is a glitch in your refund system and it has been messed up well over a month.

  Really, just refund the funds like any reputable business would do.  Its now been 18 days that my wife has not had those funds in her account, funds that you have control of.

  Business response

  05/07/2024

  Refund being issued

  Customer response

  05/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I came into Atwoods the 1st time ever on Nov 16/23 . I was planing on looking at about everything the store carried ..I was in the store a few mins and I seen that there was a work boot section so I went and looked at all the boots you had and I seen a pair that I have been wonting for some time so I get them down and I put them on and I wonted to ware them for a little while so I could make sure they wouldn't hurt my feet ,,the boots are 300 dollars so I put my boots in the box and just put the box right where I put the boots on at ,,and I went on and continued to shop and look the store over well about 15to ************************************************************************************************************************** of stilling the boots ,,I tried to tell the girl whst I was doing but she wouldn't let me say anything she cut me off and said you take them boots off your feet or I'll call the police on you and have you picked of for stilling..And again I tried to tell the girl that I wasn't stilling the boots I was trying them on for a bit before I either decide to buy the boots or not ,,now mind you I had both arms full of stuff I was going to buy and never even mad any atemed to leave or even go towards the door ..This girl humiliated me and it was a plane defamation of carector and she threatened me and accused me of stilling when I had not even tried to leave or anything,,I was still shopping when the girl came up to me and humiliated me infront of the intire store ..I was going to buy those boots and I intended on getting a shopping cart and buy 4 or 5 pair of those Silver jeans and I had seen a nice belt I was going to get and a shirt to go with each pair of jeans and grab that boot box and buy every bit of it but after the girl just humiliated me with her false aligations and threatening me I just bought the stuff I had in my arms when she came and threatened and belittled and humiliated me infront of everyone ..I wont something done or

  Business response

  12/15/2023

  On 11/16/23 *************** entered boot ***** He picks a pair off of the shelf, then kneels down takes off his old boots & puts on new ones,he puts his old boots into the box & closes it while shoving it up against the shelve. He then shops the store in the new unpaid for boot for over an hour.  Our boot lead finds the box with his old boots in it. She locates the boots & *************** in housewares & tell me about the situation. I see him in Hardware so I get the boot box from the department head -the security sensor tag was laying in the box with the old shoes so I go to where **************** is. He was by himself on an aisle and no other customers were around. I asked him if the boots in the box belonged to him, he said no, that he was not a thief and that he had his shoes on his feet at that moment in time. I informed him that we had cameras covering our entire store & I had him on camera putting the boots on and that if he wanted to leave then that would be fine. I asked him again if the boots in the box belonged to him & reminded him of our cameras. He looked at me for a few minutes & told me he was sorry & sat down in the floor to take the new boots off & put his back on. I never raised my voice; I remained calm during our encounter. I told him the boots would be at front desk if he was interested in purchasing them. He walked up to the registers at 16:55 and purchased a jar of pickled okra and a 2 pack of copper knives, which he had been carrying around the store for a while. He paid for his items and exited the store. **************** did not request to purchase the boots that were at the registers waiting for him. 
  Thank you,
  *****************************
  Atwoods Store Manager 74

  Customer response

  12/19/2023

  
  Complaint: ********
  
  :what the girl is saying is not at all the way it happened,,the girl never ask me anything she came directly to me an acused me of steeling the boots and just like the girl did admit the truth about one thing of course not intending to and that was the fact that I was still shoping and had been wareing the boots for a good bit ,,but that is the point I am trying to show here ,,If any man is going to pay 3 to 4 hundred for a good pair of boots would he not first won't to try them on and wear them for a bit to see if those boots were going to have any spot that will aggervate any place on his feet yes he would and that is the intire point of trying on a pair of boots is to try them on for size and for comfortablity..The girl had no right to come and tell me I stole anything unless I was walking out the door with them on or had left with them on and that's the law the boots had never left the building and I never even atempted to leave or even go near the exit ...so how can she acuse me of anything  when I have not went near the exit or left with them that is just ridiculous for her to have acted in such a hostil manner..and what she done was just plane wrong and should not be tolerated by not only attwood but any company..

  Yes after she belittled me and acused me of steeling something that obviously is in the store and there to be looked at tried on and then it's up to the customer if he or she won't to buy it after they have looked at a item tried the item on and then if the costermer decides to buy it then they buy it 

  but no matter what this girl thinks or believes she is in the wrong for what she done to me and it should be of the uttmost importance to the *************** to make sure there costomers can try on the products they are selling without being acused of stilling .. then obviously this company is not a company that believes in family values and honest hard working people

  Business response

  12/20/2023

  Atwoods has spoken with our team member to remind her of the importance of our loss prevention training.  We regretted that this event occurred.  The two tales of the event are very different. This makes it difficult to come up with an easy conclusion.  I would ask to consider the reason person standard.  Very few if any try on boots or shoes and walk around the store and shop in the footwear they are looking to purchase.  I few walks up and down the boot isle sure but the continued wearing seems excessive.  Additionally, this excessive wear could take away from the merchandise's value.  

  Customer response

  12/26/2023

  
  Complaint: ********
  
  I don't feel that it is excessive at all because it should be the customers choice how long he or she trys on a boot or shoe ..just like it should be every company's won't to make sure every customer is satisfied and happy with the footwear there selling.

  And I feel like there is some favoritism because I'm a man and the monster in question is a female..and I will not back away from what I have said and what I will do because that girl works for ****** and ****** is responsible for the actions of there hands..I have ask and been as kind as possible and went above and beyond trying to get the company to do what would be right by there costermer,,I have told the truth and I have done nothing wrong ,,and that girl done wrong and totally humiated me and violated my constitutional rights,,and her being am employee of atwoods there responsible for the violation of there employee..I have been real nice and tried to give this company an opportunity to right the wrong ..

  I have tried to be real reasonable and give every opportunity..

      Sincerely, ****************************

• Initial Complaint

  06/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered this generator - its Fathers Day - my husband waited over an hour - I called - just to be told they do not have the generator & wont give us our money back!! I just get an Im sorry.

  Business response

  06/20/2023

  BBB,

  Please see email traffic below.  This refund was made to the customer on the spot. 

  
  

  Yes the Assistant manager and cashier involved said the customers were upset obviously that we did not have generator and whenever they were told they would have to get a refund and that it would take the 3 to 5 business days to reflect on their account because it being an online order.  They got upset so the manager went ahead and did a cash return on the spot to take care of customers.
  
  ************************************ Manager #**
  
  From: *********************** <***********************************>
  Sent: Tuesday, June 20, 2023 8:51:52 AM
  To: Manager Store ** <********************************>;*********************** <********************************>
  Cc: Ast Mgr ** <***********************************>
  Subject: RE: You have a New Message from BBB Serving ****************,Consumer Complaint #********
  
  ***** It shows they did a cash refund for the amount of $359.42.  They being store **, ******, **? So the customer was satisfied?
  
  
  ***********************
  Vice President ***** ***************************************************** Manager Store ** <********************************>
  Sent: Tuesday, June 20, 2023 8:47 AM
  To: *********************** <********************************>;*********************** <***********************************>
  Cc: Ast Mgr ** <***********************************>
  Subject: Re: You have a New Message from BBB Serving ****************,Consumer Complaint #********
  
  It was an online order on Sunday. We had run out of generators. When asked HQ I was told is we would do the refund online.  The customers wanted their money right back then. It shows they did a cash refund for the amount of $359.42 to take care of customer. Document number ****** has all her info. 
  
  ************************************ Manager #**

  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I would like to make a formal complaint about Atwoods' employee ***** for VIOLATING My wife and my Second Amendment Rights. Today, 04/24/2023, around 4:30pm My family and myself went to our local Atwoods(#** in **** *****) My Wife wanted to buy a new firearm from Atwoods, My wife and I have bought multiple firearms from Atwoods along with spending $1000s on chicks, bird feed, ammo, plants and many many other goods. When we approached the Firearms counter at Atwoods, My wife said Hi to *****, he choose to not respond purposely and walked way from us. I then walked back up to employee ***** and asked if I could see the Tauras GX4. He ignored me the first time I asked him to see it. So I asked again. He stood there and just looked at me and my family. Then making a grunting sound he slowly opened up the display counter. He cleared the gun which he is suppose to do. But then he took the magazine out the gun and handed the gun to me without the magazine. I asked if I could see the gun with the magazine and he said no. I told him He was acting weird and i spent $1000s of dollars here and Ive never been denied to see the magazine NOR have I ever seen anyone else being denied the magazine. He acted like my family was going to run off with the gun and treated us like we were less than human or like a second class citizen. My wife has purchased all pervious 3 models of Tauras from Atwoods so she wanted to LEGALLY purchase this firearm today and ***** VIOLATED our second amendment rights by trying to deny us of a LAWFUL sale. ***** need to be Fired from the Gun bar because there is no telling how many other people rights he has VIOLATED by denying and or trying to deny LAWFUL sales that are protected under the Second Amendment of the United States Constitution. I expect this issue to be resolved in a timely manner. I also would like to be keep updated of this matter as well.

  Business response

  04/28/2023

  BBB,

  The Atwoods District Manager called and spoke with **************** about his experience at our **** store.

  I stated that we appreciated him taking time to point out the circumstances that he encountered that day so that we might take steps to improve upon our customer service at this store as well as other locations. We strive to make all customers experiences the best it can be and have taken a close look at this interaction too look for ways to improve our presentations and interactions with all customers in the future. I again thank **************** for bringing this to our attention and hope to see him in the store again soon.
  
  *********************
  Atwoods District #4 Manager 

• Initial Complaint

  11/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Durastart automotive battery at the Atwoods store in ****, ******** earlier today. This store charges a $15 core fee if the customer does not bring in an old battery to exchange for a new one. When I went to the check-out lane to purchase the battery, I told the cashier that I had brought an old battery to exchange, which was out in my car. However, when the transaction was complete, I noticed that I had been charged the $15 core fee plus $1.46 sales tax, which I called to the cashier's attention. I asked her if the core fee would be refunded when I brought the old battery in, and she indicated it would. It should be noted that I purchased the battery with my credit card. I immediately went out to the parking lot, got the old battery, and took it to the customer service desk located by the entrance. I showed my receipt to the two employees working at the customer service desk, a young male employee and a young lady named ********. I assumed the core charge would be refunded back to the credit card I used to purchase the battery; however, the two employees said the core charge could only be refunded back to me in the form of an Atwoods gift card, which can only be used at Atwoods. They told me "we are only doing what we were told to do" and there is nothing we can do about it." I had no choice but to accept the gift card. Atwoods has their refund policy posted on their website, which states "Refunds for in-store purchases will be returned to the original form of payment (Cash, Credit Card, or Gift Card)."

  Business response

  11/28/2022

  BBB,
  We spoke with Mgr. ********************* about this issue. ***** spoke with Asm Mgr. ******* and she said the customer did get a ********************** $15.00 gift card.According to Asm. ******* the cashier asked ************ if he had a core, and he told the cashier that he had to go and get the old battery. ******* didnt know he meant from his vehicle. So, the cashier charged him the core charge of $15.00. We should have returned and recharged entire transaction since he just went out to his vehicle. If customer is willing, we can return, recharge, and put $15.00 back on his credit card. For ************** time and trouble, we would like him to keep the gift card. Mgr. ********************* agreed with us that this should have been handled another way. This is a training issue as well. Cashier could have asked Do you have the core with you? instead of Do you have a core? This would possibly prevent any confusion and issue.
  
  Thank you,
  ***********************
  District 3 Manager
  405-203-4616s why here...

  Customer response

  11/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you for your assistance in resolving this issue.
  
  Sincerely,
  
  *****************

*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. ↩