ComplaintsforCoastal Farm & Home Supply LLC

• Initial Complaint

  06/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On their newspaper ad for June 1 - June 9, they have an advertisement for Dickies Tshirts on sale, 2 for $22.00. The flyer stated to go to their website. I could not find the tshirts on sale on their website, so I had a online chat with an agent, who informed me these are in-store only. If so, why did it not state that and instead stated "Shop 24/7 at CoastalCountry.com. Buy online, pickupcurbside or ship to your door.....none of them worked with the agent. She asked where I lived and that I should go into a store.....unfortuately, the reason I shop online is I live on an island and do not go to the otherside where this store is located. It would take me several hours and I would need to take a car ferry both ways, that cost $12.00/way! Not that I should have to justify myself, since this is pure and siimply FALSE ADVERTISEMENT. I expect Coastal to honor my purchase from phone or online, since they need to get their website and flyers consistent and truthful. Scammy to me. These tshirts were not even on the website, and there were plenty of items that show "In-Store Only"

  Business response

  06/15/2022

  Hi there,

   

  Thank you for reaching out to us about the customer complaint. 

  We're truly sorry as we'd love to help. However, it seems like there might be a confusion on the company. Indeed, we are Clearly.ca and we only sell glasses and contact lenses: https://www.clearly.ca/eyewear

   

  We used to be called Coastal.com in *****************, before being transferred to a parent company, which might where the confusion happened (I noticed that Coastal was also part of the name of the t-shirt company). 

   

  Thank you so much for your time and understanding, and please don't hesitate to let us know if you have any questions. 

   

  Best Regards. 

  ****** H | Digital Engagement Coordinator

  Clearly.ca

  Business response

  06/28/2022

  This customer received a mail flyer for products on sale in our stores and on our website. The customer was interested in a particular item in the leaflet that was an in-store-only deal. The customer wanted only to shop online and not in any of our stores, as she is not close to one of our stores. She requested that we move this in-store-only deal to the website so she could order online. We explained that this was a limited-time item and was not available for purchase online. We offered to place a phone order for this customer to get her shirts at the flyer price with free shipping, but she declined. She insisted we must provide this product for sale on our website so that she could place the order herself. We escalated this complaint to the regional manager, who called her personally and offered multiple times to assist and place the order for her by phone. Still, since this was a one-time sale in our stores for a temporarily stocked item, we would be unable to list the products on the website for her to purchase, and the customer declined again.
  
  I understand that she would like to place the order herself; however, since the item itself was a special buy and not part of our regular catalog, it cannot be added to our website.
  
  We would be happy to extend the sale to her and provide free shipping, but the order will need to be placed by phone. It cannot be placed on the website.
  
  Please feel free to reach out to us for any further information.
  
  Best regards,
  Coastal Farm & Home Supply

  Customer response

  06/30/2022

  The information provided by the company is false.   I never received a call offering to order them by phone.  I actually suggested they do that and I was never offered it.  I wanted the advertised price and shipped to me.  Instead I spent quite some time trying to explain to them why this type of advertisement doesn't work and causes issues for many customers.  

   

  The gentleman explained they had lots of work to do on their flyers and they seemed aware of the issue.  Still no offer to send them to me.  

   

  If they would like to contact me this time and offer the original price and ship them to me, I'd appreciate the offer.  It really was as simple as that, if only they listened.  

   

  Thank you.  I'm sure they have my number and they can call me anytime.  

   

  Thank you for your assistance. 

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