Complaints

This profile includes complaints for Ollie's Bargain Outlet, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Ollie's Bargain Outlet, Inc. has 154 locations, listed below.

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• 

  Ollie's Bargain Outlet, Inc.

  6295 Allentown Blvd Ste 1 Harrisburg, PA 17112-2693

• 

  Ollie's Bargain Outlet, Inc.

  1573 N Main St Marion, VA 24354-4317

• 

  Ollie's Bargain Outlet, Inc.

  640 Commonwealth Blvd W Martinsville, VA 24112-1849

• 

  Ollie's Bargain Outlet

  5737 Emporium Sq Columbus, OH 43231-2801

• 

  Ollie’s Bargain Outlet

  5131 Glencrossing Way Cincinnati, OH 45238-3363

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have shopped the Mishawaka Ollie's since it opened. I always spend between 100 to 250 everytime I visit. I was trying to look at the blood pressure monitors because they have never had these before. I have hi blood pressure and was in dire need to have one as my others had broken I wanted to be sure the unit i buy worked and it would not matter if i open the box before or after if it doesnt work i am not buying it and that has never been an issue. Until this loud obnoxious creepy woman comes over and starts taking all of my stuff away from me before i get in line. She tries to tell me she has worked here forever and yet in 6 years not one time has she ever stuck her gray headed face out on the floor. Management here has always been kind and helpful in all ways until the over the hill woman who refused to tell me her name while she was yelling and showing me a side of Ollie's that I will not return to if she continues at this store. She was inconsistent in what Ollie's does NOT normally do to shoppers in removing my items after an hour of shopping and not letting me buy them. This wicked woman threatens to call police and i told her to go ahead as she is now asking for a lawsuit. She continues with her mouth as I went to the line with one of blood pressure monitors but I really wanted two different ones. She continued to the other employees to defame me uh insult me threaten me when I had done nothing wrong in 6 years of being a loyal customer. ALL THE OTHER MANAGERS ARE AWESOME! What this means is Ollie's does not care about loyal customers and I am so angry with the way I was treated dont let him buy anything....AND QUICKLY became like Nazi Germany threatening me with what I believe was an attack on elderly people. what in the world kind of person does this stupid childish act to customers? She had my blood pressure so high that I almost went to ER immediately . as that blood pressure monitor is vital to my health that I have one in the car and at home.

  Business Response

  Date: 12/11/2023

  December 11, 2023
  
  Better Business Bureau
  1337 North Front Street
  Harrisburg PA 17112
  
  Dear *****************************,
  This letter is in response to Complaint ID: ********; *******************;
  Customer Service was originally alerted to the situation with *********************** when we received his BBB complaint on 11/27/23.  Upon receipt, we created a ticket in our system and emailed ************* directly to let him know we were working on his issue.  We then forwarded the issue to the local District Manager, ****, to resolve.  **** instructed the stores manager,  ******, to contact ************** and speak with him about his store experience. ****** called the number, but the number was not in service.  ******************** rep asked ************** to confirm the number, and he provided a different number. 
  
  On 11/28, ****** called the second number and left a voicemail, including his contact information.  The next day, **** followed up on the issue with an email to **************. ***** contact details (email and voicemail) are listed at the bottom of all of his emails. **************** also sent a follow-up email to **************, letting him know that we have yet to hear from him and that he can reach out to the District Manager (reiterating the contact info) if he still wishes to pursue the issue.   After no response, we closed the ticket on 12/5.
  
  ************* then responded to the ticket (reopening it), stating that he returned the call to the store but was unable to speak with ******.  The Customer Service directed ************** to respond to the District Managers email or call his cell to continue toward a resolution, making sure to reiterate ***** contact info.
  
  Despite multiple contact attempts, which have not been responded to, ************** has chosen to escalate his complaint to *****'s public ******** page on 12/10/23.  **************** has since closed the ticket for a second time due to a lack of response. If ************** wishes to discuss the issue further, he can partner directly with **** or ****** at any time. In the meantime, the store experience has been addressed accordingly with the team member.  We consider this matter to be closed. If you need any further information, please let me know.

• Initial Complaint

  Date:11/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/25/23 makes 3 times coming to Ollies and I still have not got my 15% off as per- signing up for Ollies reward. also, I was charged .90cents 4 times for education, special purpose, local option and transportation That is $3.60 cents on my bill that should not be charged to me. and why am I being charged those items.

  Business Response

  Date: 11/27/2023

  November 27,2023
  
  Better Business Bureau
  1337 North Front Street
  Harrisburg PA 17112
  
  Dear *****************************,
  
  This letter is in response to complaint ID: ******************************************
  
  ****************** has made a few purchases since becoming an Ollie's Army Member. Our store followed our coupon policy properly, as it states a discount must be presented to the cashier at the time of purchase. Enlisting in the Ollie's Army includes completing the online profile with an email, first and last name, and address for receiving coupons to be printed for the cashier. Our records indicate the customer did not have an email on file which prevented her from completing her profile online at www.ollies.us.
  
  Information on www.ollies.us: How do I get my Ollie’s Army Enlistment Bonus?
  
  In order to earn your Enlistment Bonus for 15% off a future purchase, you’ll need to complete your Ollie’s Army profile by providing us with your contact information – at sign-up in the store, or by visiting our website at www.ollies.us, or via the Ollie's mobile app within 21 days to complete your profile.
  Do this by signing up for an online account with an email and password. Then connect your Ollie’s Army card number (found on the back of your yellow Ollie’s Army card) and enter the other required information. After your information is updated, we will send your Enlistment Bonus of 15% off a future purchase in an email as a thank you! Don’t forget – provide BOTH your mailing address and email, as we mail some offers and rewards to your home AND some to your email address, so you get all your rewards, reminders and deal information! You can opt out at any time.
  
  The state sales tax for her receipts, were charged appropriately. Our receipts are broken down by what is paid into the state's education, special purpose, local option, and transportation taxes. 
   
  Georgia sales tax details:
  The Georgia (GA) state sales tax rate is currently 4%. Depending on local municipalities, the total tax rate can be as high as 9%. Her 3 transactions' taxation rate ranges between 7.5% and 8% because of local municipality taxes. We consider this matter to be closed. Please let me know if I can provide any further information.

  Sincerely,

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

  Customer Service Supervisor

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday 10-30-2023 my wife was in there and made a purchase. The checkout person was having trouble with the register, her name was ******, and she had to physically hit it. The result was that my wife's items were billed on our debit card 2 times. $21.94 showed up on our bank account two times as completed posted transactions.My wife called and spoke with the manager today 10-31-2023 and the manager gave her lip service and the typical run around.1) "We can't do anything for 24 hours" was the managers first statement, however it has been 24 hours since the transaction.2) "One of the transactions is still pending" Unless she somehow has access to my account she could not possible know that. But no, neither is pending, they both cleared and went through as debits. (The manager is unaware that debit transactions are handled like cash, if the card had been ran through as a credit card it would be pending.)3) The manager then said that she has to wait until after 2pm tomorrow. Banks stop all transactions after 2pm. A customer can still do business, but nation banking transactions stop at 2pm. This was red flag as it was indeed a brush off.So the manager did expose she has a limited understanding of how some transactions work. Nevertheless I contacted the corporate headquarters and filed a report on "****** and the manager". All the manager has to do is look at the receipts from yesterday to see the double charge, she can then reverse one of them. However the manager may not be aware how to do that. Cookeville TN Store ************ Store #*** As I mentioned I filed a complaint with the HQ office and I hope they help the manager learn that she can check daily receipts to confirm. To this point the manager is unwilling to even consider the transactions from 10-30-2023.The attached image shows the bank statement where the transaction went through two times.

  Customer Answer

  Date: 10/31/2023

  Wife's name

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

  Business Response

  Date: 10/31/2023

  This is a bank image of the Ollies bill showing it was doubled and NOT pending but in completed.

  Business Response

  Date: 11/01/2023

  ************** emailed Ollie’s customer service department on 10/31/23 regarding an experience that his wife had in our Cookeville, TN location on 10/30. While she was checking out, the cashier was experiencing technical difficulties with the cash register. Then the next day, they noticed 2 charges (instead of 1) from Ollie’s in the amount of $21.94.
  His wife contacted the store on 10/31 and spoke with the manager, who told her they would have to wait an additional 24 hours for the store to see the transaction in their system. *** ***** felt that the manager gave his wife a “brush off” response.
  On 10/31 a Customer Service Rep. called *** *****, where he reiterated the information he gave in his email. Unfortunately, stores are not able to see double charges in the system. Therefore, we requested the transaction number so that the Accounting department could investigate. We also let *** ***** know that we would forward his complaint to the District Manager to address the manager's response.
  The Accounting department stated that they were unable to see the double charge and that they would need to reach out to the credit card processing company to confirm. The next day, 11/1, the Accounting department confirmed that the customer was double charged and that they would be issuing a refund of $21.94.
  We called *** ***** to update him on the refund, which would take approximately 3-5 business days to complete. He thanked us for our time.
  We will assume that the matter is handled and we will close out the ticket on our end unless we hear otherwise. *** ***** can reopen the ticket at any time by responding to the last email.

  Customer Answer

  Date: 11/01/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I want to add that the customer rep was extremely nice, polite and helpful. She was very pleasant and sincere in helping to resolve this. I very much appreciate her response and her kindness.  
   
  Regards,
  
  ***** & *************************
  

• Initial Complaint

  Date:09/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an ******* *** *** ***** 6qt from Ollies store #*** located in Gainesville, Florida on May 26, 2023. This item was on their flyer as a weekly deal. So I bought it knowing that it would be under Manufacture limited 1 year warranty as there are paperwork claiming this given with the product and Ollie’s have 30 day’s return policy. So after almost three and half months this ******* *** stopped working so I reached out to ******* *** and they said it needs replacement but Ollie’s are not their authorized reseller so they can’t honor the warranty. Later I called the store and store manager told me that Ollie’s doesn’t have any contract with the manufacturer so Ollie’s won’t be responsible for anything and he can’t help. So basically this is an expensive appliance and no one mentioned that manufacturer warranty won’t apply to me beforehand, so I am now with a defective useless product and basically threw my $65 hard earned money at water which Ollie’s as a deceiving company consumed from me. Had this been informed to me that I will not have any warranty support, so I am buying at my own risk, I wouldn’t have spent a dime on such expensive appliance. I don’t know what else to do so posting here with the hope to have some resolution and getting a refund as a best case scenario with the help of BBB.

  Business Response

  Date: 09/26/2023

  BBB of Metro Washington DC and Eastern PA
  1337 North Front Street
  Harrisburg, PA 17102
  
  Dear *****************************:
  
  This letter is in response to complaint ***********
  
  I have created a service ticket on behalf of the customer though our Customer Service portal at www.ollie.us Contact Us page.  We immediately contacted the vendor for ****** on 9/21/23.  At Ollie's Bargain Outlet, we are a true discount, out close-out retailer.  Deals come to us in ways of closeouts, buyouts, changes of packaging, irregulars, liquidation, and overstocks offered to us by our vendors.  We do have an agreement with all vendors/providers of small electrics like the ******* ***. We apologize the Customer Service provided by the vendor did not meet the customers expectations. The vendor has been in contact with the customer and they are sending a replacement unit. I have notified the customer of the resolution. ****** has responded they haven't received the item but will reach out if there are any further issues. We are happy to assist the customer with the product issue.
  
  Since reaching out to the customer directly to reach a solution, we will assume that our actions are satisfactory to resolve the matter and consider it closed unless we hear otherwise.  If you require any additional information please reach out to the Customer Service Team at Ollie's.

  Customer Answer

  Date: 09/26/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  In case I need further assistance in future, I will reach out to the business first and if future issues remain unsolved and need escalation, I will reach out to BBB again. 

  Regards,
  
  *************************

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/21/2023 I went into Ollie's in Manchester CT. I came to the store to purchase the same snap in panel floors I had purchased the year prior. I found 5 boxes in their back extra clearance section exact match. The boxes are suppose to have an 8 count in them, 2 boxes have 5 panels, 2 had 6 panels and 1 had 7 panels. I dug the panels out myself and and hurt my foot doing so. When I went to the register, I asked for a manager as the items were not marked down in that section and considering they were not even full packs and the last in the store. The person I spoke with who said she needed to call the manager, which she did at home. ( I later found out the person I spoke with was a manager). The manager she spoke with at home stated the boxes are $32 a box and I would need to pay full price. The boxes had a sticker price of $21.98 on them, and were placed in the extra clearance section with multiple other marked down items. I told her the items are suppose to marked down, she stated she was not going to give them to me for free and that she would make a decision based off what was there. She then added up all the panels divided them by 8 and decided to charge me the price of 3 boxes, something to the tune of $71-$72 dollars when it was all said and done. I refused because I previously paid $10 a box for these panels not to mention half of them were not useable. I said I would speak with the manager tomorrow. On 8/22 I return to the store to return other flooring I had purchased and also discuss the panels. When I ask for the manager named *****, before I could even say anything she blurts out I can only give you 10% each box that's it. I hadn't even said hello to her. She then began telling me how the store is changing and the people who previously sold it to me cheaper are "no longer here" because of it. I tell her that I dragged these out and hurt my foot she stated I should've told the other manager & offered for me to speak with the regional manager. Horrible.

  Customer Answer

  Date: 08/24/2023

  Communication with upper management and an incident report file. 

  Business Response

  Date: 08/28/2023

  Dear *****************************:
  
  This letter is in response to complaint ***********
  

  Since receiving this letter, I have called ****************** regarding her store visit and have asked our corporate field manager to contact the customer. Our field manager ************************* was able to speak with her today.  
  
  Our District Team Leader informed Customer Service, he had visited the location on the same day as her last visit. He assessed the flooring materials and reported the planks were very damaged. He had the team mark the flooring out of stock as non sellable at that time. He did offer to give a discount on like material since the other flooring has been damaged and destroyed. During today's call he has apologized for the way this situation was handled and to reach out if there is anything he could do on future visits to the store. He will have the store document that she injured her foot. ****************** stated to both myself and our field manager that her foot is fine, but she was surprised that it wasn't documented in case it did not turn out fine. We will make sure our team understands the proper procedure for handling injuries going forward.

  With taking the above actions, we will assume that our actions are satisfactory to resolve the matter and consider it closed, unless we hear otherwise. If you require any additional information please reach out to me personally.

• Initial Complaint

  Date:08/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in the store a few months ago and was cut by a screw that was sticking out of a wooden box. I spoke with management who escalated the issue to a man named ***************************. I spoke with him and he agreed to send me a $100 gift card if I were to sign a general release form. He never emailed me the form. I emailed him back and tried to call to ask him to please send the form but I have not heard back. I feel the company should send the gift card as they said they would. If they need me to sign the form I will as I said I just never received it. I don't want to talk on the phone since that isn't documented but I am available to discuss further through email or mail if they have any questions . Thank you.

  Business Response

  Date: 08/15/2023

  Dear *****************************:
  
  This letter is in response to complaint ***********
  
  After researching the issue, we found that the customer's email had not been received.

  I wrote to *************************** this morning and have apologized for the mishandling of her injury complaint.  Our Safety Administrator *************************** is no longer with the company. We have had our Safety Administrative Assistant ************************* send over a release for ******** to sign in order for her to receive her gift card. We also supplied contact information in the private email so that she does have a contact through Customer Service and our Safety department to follow up with here at Ollie's.

  Since reaching out to the customer directly to reach a solution, we will assume that our actions are satisfactory to resolve the matter and consider it closed, unless we hear otherwise.  If you require any additional information please reach out to me personally.
  
  Sincerely,

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

  Operations: Customer Service Supervisor

• Initial Complaint

  Date:07/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ***** Rake from Ollie's today in Gainesville Florida and I tried to return it 15 minutes later and their computer wouldn't give me a refund.

  Business Response

  Date: 08/08/2023

  Dear *****************************:
  
  This letter is in response to complaint ***********
  
  After receiving this issue, The Customer Service Team sent his BBB complaint out to the field management for immediate attention.  Upon researching, we confirmed that our computer did go down at the time of his return. However, our team was able to provide a return a short time later, once the computers had rebooted.

  Registers can go down for many reasons and we apologize for the inconvenience that this caused.  We have our local teams take an active role in resolutions. Our local team was asked to call *** ******* ****** to see if there was anything else that could be done for him. Unfortunately, he did not accept the call or return messages left by the team and they could not apologize for the way in which his return was handled. 
  
  *** ****** did reach out to Customer Service twice yesterday 8/7/23:
  ******* ******
  Yesterday 09:48 am
  To:Ollie's Bargain OutletShow more
  I just want you to fix their computers and not act like it's my fault that there computers don't work.
  
  **Sent from ***** Mail on *******
  
  ******* ******
  Yesterday 09:49 am
  To:Ollie's Bargain OutletShow more
  The people at the store are very rude. Do not give them my contact info. I don't want to deal with them again.
  
  **Sent from ***** Mail on *******
  
  Because the customer has not reached out to the local team, we will assume that our actions are satisfactory to resolve the matter and consider it closed, unless we hear otherwise.  If you require any additional information, please reach out to me personally.
  
  Sincerely,
  Ollie's Customer Service

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I go into the location at **** ******** ** in Myrtle Beach, it's always very hot in there. Workers be looking like they want to pass out. It's uncomfortable to be in there shopping as a consumer, so I can imagine having to work there accommodating hundreds of people for 8 hours straight. They need to fix the air conditioning.

  Business Response

  Date: 07/05/2023

  July 5, 2020

  
  BBB of Metro Washington DC and Eastern Pennsylvania
  1337 North Front Street
  Harrisburg, PA 17102

  Dear *****************************:

  This letter is in response to complaint ID: ********

  Since we received communication, we have verified a work order for Air Conditioning repair was placed for the Myrtle Beach, SC location on June 26, 2023.  At this time, we can report that the repairs were made on June 28, 2023 and all systems are working.

  We have sent ******************** a response via email today at 1:07pm and have left the conversation open for discussion. We have also provided a way for the customer to contact the Customer Service Team, to expedite important working condition concerns.
  

  At this time, we will assume that our actions are satisfactory to resolve the matter and consider it closed, unless we hear otherwise.  If you require any additional information please reach out to me personally.

• Initial Complaint

  Date:04/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern on two separate occasions at the *************** location my payment information was compromised. On January 5th 2023 while going over my card statement I noticed there was a charge against my credit card on December 19th, 2022 at that this location. After an investigation my creditor found that this establishment falsely charged my card and refunded the amount charged. I let my creditor now that I had been there in September and used my card. On Friday April 21, ************************************************************************************************* when getting one the store discount cards. By the time I reached home I received a call about my card being compromised. As a result I had to lock my card and cancel it. I tried to reach out to Ollies corporate office so they can be aware that their system is being hacked. I was transferred to a voicemail and left my information also letting them know they need to investigate to see what is going on and informed them this is the second such incident at this location. No one has returned my call or attempted to reach out to me. This has cost me time and money and for such a large company someone should have at least reached out to me. I contacted them on Monday April 24, 2023 still no response. This location is scamming people when using card payments and there needs to be an investigation to see if it the employees or someone has hacked the system .

  Business Response

  Date: 05/01/2023

  ****** ******** ****** ***************************************** ********** ** ***** **** ******************************
  
  This letter is in response to complaint ID: *********: *************************

  This was the first notification of this issue.  Upon receiving this complaint, we immediately opened a **************** ticket #***** on ********************** behalf.  We responded to her with her receipt showing a single transaction, confirming with our credit processor a single charge on our behalf, and addressing her concerns with our IT teams.

  On Friday 4/28/23, we had several teams looking into all of the customers concerns.  Our Accounting Team was able to find a single recent transaction that was charged by *****'s.  Our backend accounting systems were tested and security was verified.  During the in-store card reader verification process, we have confirmed there were no skimming devices attached to the card readers and our card readers are also secure.  Our Loss Prevention Team had the register systems at *************** rebooted and verified them as secure.

   Our best recommendation is to continue to follow up with the financial institution regarding the additional charges. Please have them remove any false charges that are mirroring *****'s name, but not the actual *****'s charge. We extend our apologies that we were unable to assist sooner. 
  

  We consider this matter to be closed, unless we hear otherwise. If you require any additional information please reach out to me personally on the **************** Ticket.

• Initial Complaint

  Date:04/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a food product from Ollies in Tyler, Tx and ate some of the product that evening. I felt like it was not like the package stated the product should be while I was eating some. I then looked at the best by date on the back of the package and it had expired over three years ago! How is it legal to sell outdated food? I had a stomach ache that night. Thankfully I didn't die from the bacteria. I currently have a bacterial infection. I called the store manager soon after the incident and he said to bring in the product and he would talk to me. I brought the product into the store and he barely spoke to me and gave me a refund and a quick sorry about that statement. Terrible service and compassion. I decided to call corporate and talk to them about the issue. I spoke with ******** at ###-###-####, and she kept talking about that this is their normal policy and it is fine to sell a food product over 3 years old to the public. There has to be a law for protecting consumers from bad food and bad companies pushing the limits. We trust these companies with our health and safety with regards to food. She stated that everything was done correctly and that is all she can do. I told her I will be contacting the CEO **** ******* to inform him of this total lack of respect for the consumer who buys his products. I will no longer be a customer and will get the word out about their terrible policies. All they had to do is pull the expired products, give me an honest apology, and a gift card for the major inconveience. Apparently, I am nothing except $$$$ to them. I will spread the word on all social media to steer clear from this company! The product is ******* ******** Dark Chocolate covered Coconut product #******* Not a reduced price product Lot#***** Best buy date 01-23-20. I purchased the product at store#431 on 3-24-23. Not even close to the best buy date. Ollies didn't even open in our town until 9-1-21! This is a Corporate Issue!

  Business Response

  Date: 04/05/2023

  Response to Complaint #********
  

  Good afternoon *************************,

  Ollie's business model is buyouts and closeouts. One of the ways we acquire products production/packaging issues: misprints.  We contacted our District Manager today and he was able to photograph the product's sell by date.  We have attached a picture of a bag from the same lot #***** from the Tyler, TX store. The printer slipped while producing the best buy date. The bag is dated for 1/23/24 and the item in question is an in date product, making it ineligible for discounting. 
  

  Our normal process with sell-by and expired products is posted on our website:

  It is important to note that there is a difference between a best by date and an expiration date. Best-by, sell-by, use-by dates all indicate the date of peak freshness of an item.  Whereas expiration dates denote when a food item can no longer be guaranteed to be safely consumed you will typically see these on foods that can spoil quickly, such as: meats, poultry, dairy, etc.  We very rarely carry food items with an expiration date.  
  Even with best by dates, due to the nature of our business, we sometimes receive foods that are close to these dates. We have processes in place and our stores work diligently to monitor dates, and when appropriate, discount items to sell very quickly. If you happen to find an item that is out-of-date, please notify a member of store management to address. 
  

  The Customer Service Representative ******** stated to him, that as a closeout business we often receive items that are close to and sometimes past the best buy date.  If an item has been found that is past the best buy date normally a customer will bring it to our attention so that we can mark the price down.  She asked him if he brought the item to the managers attention at the store, and he replied "Yes".  He stated that he did not receive a discount. She advised this is because he received a refund for the amount that he paid for the product.  ******** then explained to him that there is a difference between "Best Buy and "Expired".  He told her that he should have received a gift card for the fact that he purchased an item past the best buy date.  Customer Service does not have the ability to offer a gift card, she offered to forward his complaint to the District Manager after he asked to get the name of the CEO.  He stated, no he did not want to be contacted by the District Manager. He stated he was going to put it on social media and enter a BBB complaint. 
  

  We feel ******** did offer the best solution to his issue at the time, which was speaking with the District Manager.  Unfortunately, ************** did not accept the offer to speak to our field management, and this would have quickly resolved the issue concerning his misprinted item.  We sincerely apologize for any confusion that was caused by the label on the package.

  Customer Answer

  Date: 04/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  The product was not white in the center and was like a rubber ball.  It was not edible!  I will be contacting the Attorney General of ***** this week.  Thank you for not caring about your products or customers.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 04/13/2023

  BBB of Metro Washington DC and Eastern Pennsylvania
  1337 North Front Street
  Harrisburg, PA 17102
  
  Dear *****************************:
  
  This letter is in response to complaint ID: ********

  Thank you for providing more information.

  Our field manager ********************* was able to get more information during his phone call with the customer.  He was able to understand further from ************** had a valid product quality issue.  Our District Team Leader looked into his concerns prior to calling him and had the team pull the product for further inspection. The team will file all necessary paperwork with our vendor during his next store visit in the Tyler  location.
  
  Since reaching out to the customer directly we were able to reach a resolution. We believe that our actions are satisfactory to resolve the customers concerns and consider the complaint closed. ********************* our District Team Leader is assigned as a liason for this customer, and he will be happy to personally address any further concerns.
  

  Customer Answer

  Date: 04/24/2023

  It has been resolved.  I am content with the outcome.