ComplaintsforOllie's Bargain Outlet, Inc.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  08/24/2023

  Communication with upper management and an incident report file. 

  Business response

  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

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  04/24/2023

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

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Ollie's Army today for the 15 percent off enlist bonus and bought multiple things today and didn't give me my 15 percent off even though I confirmed my phone number and email. I spent over 20 dollars then spent 50 dollars today.

  Business response

  03/20/2023

  Hello *****************************,

  Re:   Complaint ID  ********;  ***************************

  The customer *************************** signed up for an Ollie's Army account today 3/20/23.

  The coupon for the 15% Enlistment Bonus arrives via email 24-48 hours after the customer goes home and links their at home profile to their store account.  The coupon is intended to be used on the next purchase. The customer has not created a profile yet. The bonus has not been issued and was not presented to the cashier for scanning. This is why the customer did not receive their bonus.
  

  Instructions are found on our website www.ollies.us:
  How Do I Get My Ollies Army Enlistment Bonus?
  
  "In order to earn your Enlistment Bonus for 15% off a future purchase, you'll need to complete your Ollies Army profile with name, mailing address, and email address. By providing us with your contact information at sign-up in the store, or by visiting our website at *************, 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 Ollies Army card number (found on the back of your yellow Ollies 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."

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *$207.86 charged twice back to back.*No help. no help provided tried via phone calls also tried via in person at store where transaction took place. Refusal to provide any guidance for resolving.*Debit card charged twice back to back credit card fraud robbery.*No help refusal to help refusal to provide info to whom to contact to help refusal to any sort of assistance.* Ollie's bargain outlet member # ******-** *In-store transaction no order number. *In store transaction have registered number and receipt numbers if needed

  Business response

  01/04/2023

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

  We notified the customer *******************************;on 12/22/22, her BBB complaint was received by Ollie's Customer Service Team, and we created a service ticket on her behalf.

  Upon looking into this matter, we found her local store had already sent a request into Accounting/Cash Management concerning her double charge on 12/21/22. Our Accounting Team had reviewed the daily credit card reconciliation. They found there were no overages for the store and no repeat charges showing against her account.

  We emailed her on 12/28/22, and included direct contact information for *****, our Accounting Analyst **********************). We advised her to speak with him directly with any further questions.  As of today 1/4/23, we have not heard back from her and we have sent her a final email.

  At this point if the charges still remain, this is likely an issue on ******'s end. We encourage for the customer to contact her financial institution to resolve any further concerns.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ollie's ************** Greenville, NC ***** This has to be one of the worst stores in Greenville NC. The store is nasty and so are the cashier and manager. I went to Ollie's on 10/29/2022 to get some batteries. The moment I walked in the cashier and manager look at me and started laughing. I ignored it, but the behavior continued. Then the cashier stated that I sank. That is when I said that she was going to XXXX around and find out because I'm not the one. I went and got a small bag of laundry pods and went to the cash register. The manager look at me and roll her eyes and I approached her asking if there was a problem. The manager said that she was going to get on the phone and call the police and I said ok I can wait. The manager made no effort to de-escalate the issue and she got other customers involved. When I went outside one of the customers that got involved, tried to hit me with his car.

  Business response

  11/03/2022

  November 2, 2022
  
  BBB of Metro Washington DC and Eastern PA
  1337 North Front Street
  Harrisburg, PA 17102
  
  Dear *****************************,
  
  This letter is in response to complaint ID: ********
  In addition to the BBB complaint, **************** also contacted Ollie’s Customer Service regarding his store issue on Saturday 10/29/22. His complaint was sent to the field to be addressed on Monday 10/31/22. Our District Loss Prevention Manager interviewed the associates involved as well as reviewed the video. Our video corroborates employee statements that **************** acted in an aggressive manner and instigated further confrontation.
  
  Shortly upon entering, *********** snidely commented on a conversation the cashier and manager were having. Neither laughed laughed at him, nor did they initiate the conversation with him. However, they did find his comment to be unnecessarily aggressive.

  During checkout *************** continued his aggression by repeatedly asking the Assistant Manager, is there a problem, and getting more agitated over time. The Assistant Manager did not engage with him. When the transaction was complete, he walked behind the registers to confront her, and she asked him to leave several times. When he refuses to leave, she takes out her phone to call the police. He begins to come closer to her and proceeds to follow her in an intimidating manner as she walks away to make the call.

  At this point several customers felt compelled to intervene and also urge him to leave. He waves the customers away and stays glued to the Assistant Manager's side. As some of the involved customers exit to the parking lot, *************** follows them, and bangs on their car. Afterwards, **************** returns to the exit door and stands outside gesturing and yelling before walking away.
  

  In our opinion based on the review of this incident, the Assistant Manager acted correctly by involving the police.

  Customer response

  11/03/2022

  [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:
  
  Regards,
  
  ***************************
  
  I never walked over to a customers car nor did I put my hands on the customers car. That is a lie. Both the workers were rude and disrespectful to me and Ollies is clearly corrupt. Where is the video footage of on me putting my hands on a customers car? Can I review the vid footage?
  

  Business response

  11/07/2022

  At this point, the store's video has been reviewed by both Customer Service and Loss Prevention.  It is clear from the video that **************** instigates every interaction.  We will not be pursuing this any further and consider the matter closed on our end.

• Initial Complaint

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ollie's double charged me on a product today. Rung it up twice and doesn't want to give me my money back. This is not the first time I've had a problem with Ollie's, last time they rounded up my total without telling me and donated it to charity. Shady place.

  Business response

  10/31/2022

  We have attempted to reach out to the customer several times via phone and email. The District Manager called on 10/4 and left a message and then followed up with an email.  We also emailed her from Customer Service on 10/3. We have yet to receive any sort of response back. 

  In addition, the store manager reviewed the video and spoke with the cashier (a supervisor) and no items appear to be double charged.  Without hearing from the customer, there is nothing more we can do.

*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. ↩