ComplaintsforOcean State Job Lot

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an air conditioner at Ocean State Job Lot recently on 5/27/24. It shipped to the store on 6/4/24 and we picked it up. After installing the unit, we experienced some issues and contacted the manufacturer for answers. They required us to send the purchase documentation to register the product before they could reply to support requests. We sent the documentation and they informed us that the product was purchased from an unauthorized retailer and would they not support it. The warranty would not be valid. NOTE: the product warranty clearly shows on the box as a 2 year warranty. This is one of the reasons we purchased this unit. I called Ocean State Job Lot's corporate customer service and was told that the 31 day return policy was the only recourse we have. This does NOT allow us to get a refund since the box has been opened. Ocean State Job Lot does not state anywhere that the manufacturer's warranty would not be valid and the person I spoke to even asked if we had contacted the manufacturer to address our concerns. This is disingenuous. It is a reasonable assumption for any customer to think the manufacturer's warranty would be in force unless the retailer states it is not. I would not have purchased this unit I had known they were not an authorized retailer of the product and the manufacturer's warranty would be invalid. I asked for a refund and was denied. They told me I could return it for a replacement within the 31 days but that is NOT the same thing as a 2 yr warranty. The unit is exhibiting some behaviors that *** be faulty or *** be within the range of what the manufacturer seems reasonable but I cannot find that out. Aside from that, the unit is heavy to install. I cannot just keep getting return units until i find one that works. We do not believe the sale was done in good faith and we want a refund.Ocean State Job Lot should clearly state that the warranty NOTED ON THE *** will not be valid.

  

  Business response

  06/18/2024

  Good Morning,

  We apologize that the Hisense 8000 BTU Window Air Conditioner with Remote has not met your needs. Please return it to the Peterboro store for a refund.

  Customer response

  06/18/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  I returned the air conditioner to the Peterborough store today and was told the refund was placed on the credit card from the original purchase.

  
  Regards,
  
  G W

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a refurbished blender for $ ****** online from OSJL (Ocean State Job Lot Store) on Feb. 28th, 2024. The item comes with a free gift card called Crazy Deal Gift Card making the item look like free. I received an email on Mar.11th 2024 to come and pick up the item. The store has a new policy to pick up the item within 14 days of notice, or it will be considered a return/refund/unwanted, but my item was considered a return/refund/unwanted in days (please see return/refund receipt on Mar. 18th, 2024). I was refunded $ ***** out of $ ****** to my credit card along with the cancellation of my E-Crazy Deal Gift Card balance $ *****. The store did not refund the remaining $ ***** as I had used the free $ ***** E-Crazy Deal Gift Card. I brought their attention to the mistake they had committed. I told them that since I was there to pick up the item on time, they must take back the refund and re-store my $ ***** E-Crazy Deal Gift Card and give me the blender as promised/required, but after giving me the run around for more than 2 weeks, the store manager refused. The store has a new management team, and the error has been blamed on the previous manager. This is an unfair and deceptive business practice. This is like saying- If you buy a $ 100 item from us, we will give you a $ 100 free store gift card too, but after using the store gift card, you simply tell the customer, We are sorry we cannot give you the item since you used the free gift card. This is a total deception. The store should honor its pledge and policy. It should take back the refund of $***** and give me the blender and re-store the $***** E-Crazy Deal Gift Card that it cancelled.

  

  Business response

  04/17/2024

  We are reaching out to Mr ****** to best assist him

  Customer response

  04/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received a phone call from OSJL (Ocean State Job Lot) on Apr.17th 2024 at app.3:15 pm acknowledging their error and offering to make it up. I was asked to send my receipts, gift cards information, and other details. I requested that the conversation and the details be recorded on phone, but OSJL vehemently declined and warned me against any such recording. I was baffled. They then sent me emails on Apr. 17th and 19th offering to send me the blender. I have not received the blender or a call and have sent a reply to them. Please find the email reply forwarded to you for your perusal. 

  

  Business response

  04/29/2024

  *************** stated he had receipts that showed the error. They were requested so we could locate the error and correct it for him. As of this date, we have not received any receipts. He provided 3 options that he stated would work for him, one option being to provide him with another blender. That blender has been reordered and should be at the the Nashua NH store any day.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  2/26/2024 Today, a cashier at the Ocean State Job Lot store in ********** ** told me a box of bread sticks and a pack of chestnuts were taxable. When I phoned corporate, ******, in customer service, said that food in packages under 5 oz is taxable. ****** told me that their tax department has determined that this taxation is legal.However, according to CT PS 2019(5), sales tax applies to "Eating Establishments" which PS 2019(5) defines as "...a place where meals are sold. " Ocean State Job Lot does not sell meals and so does not qualify as an "eating establishment" and should not tax packaged food of any weight. I would appreciate your investigating this matter. Thank you.

  

  Business response

  02/26/2024

  Customer has also contacted us through our website. Have requested receipt info to look into this further.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The store is running an advertised promotion of 40% off sale. Upon review of my receipt the next day found that the 40% saving was tacked back on the bill in the form of a gift card. Taxes were charged on the entire bill and when I spoke to sales person was told if I do not purchase the gift card I would not *********** the discount.

  

  Business response

  02/08/2024

  Good Morning,

  OSJL was running our annual Anniversary Promotion. This is not a sale event where the price of items are discounted. It is a promotion where you earn a Crazy Deals Gift Card in the amount of 40% of your purchase for use another day. I have attached our Crazy Deals FAQ's but please find the excerpt pertaining to ******************** question below.

  Why was I charged for a free Crazy Deal Gift Card on my receipt?
  When you participate in a Crazy Deal promotion, you will be charged for the price of the item, less an instant Crazy Deals promotional discount. You will also be charged for the purchase of a Crazy Deal Gift Card equal to the promotional discount. Your net cost is the same, but our registers process the transaction this way in order to comply with state laws regarding promotional discounts and gift cards.
  
  Each state has its own individual rules for sales and use taxes. Consequently, in order to be compliant with any applicable state rules around Crazy Deals, please see below for the parameters in the applicable states.
  
  ***********: Pursuant to *********** Policy Statement 2007(5), when items purchased in conjunction with a Crazy Deal discount that offsets 100% of the retail item price of an item, Ocean State Job Lot will charge $0.01 for the Crazy Deal item. Therefore, in ***********, for the purchase of an item with a 100% Crazy Deal, the item price is $0.01 and the Crazy Deal Gift Card price is $0.01 less its face value. However, the Crazy Deal Gift Card can be redeemed for the full face value. The $0.01 sales price includes the sale tax and is tax included. Pursuant to *********** law, for tax inclusive sales we maintain records to show separately the actual price of such sales and the amount of tax paid thereon and if requested we will furnish you with a sale slip or other like evidence of the sale showing the tax separately computed thereon.

   

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a swimming pool on 7/1/23 as is was putting it together it was missing parts and the pool liner is defective I called job lot the next day asking for a refund for being sold a defective pool. was told no by manger and call the pool company it's their problem .

  

  Business response

  01/20/2024

  Every pool sold by Ocean State Job Lot has the attached label on it. By reaching out to the manufacturer on the label, ************* would receive replacement parts etc. We have no record of ************* reaching out to us for refund, information etc and we are unable to locate proof of purchase of the pool. 

  Customer response

  01/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  Refund with unopened box with receipt.how do you know you were sold a useless defective product without opening the box .pool advertised as ready for water in 60 minutes been 6 months still not able to install they take no responsibility told to call vendor what a shady way to run a business 
  Regards,

  *******

   

   

  

  Business response

  01/22/2024

  Prior to 1/20/24, there was no communication from ************* about a damaged pool. ************* now has a copy of his receipt and needs to reach out to ********** for replacement pieces/refund etc. Their contact information is ************ and ************************************.

  Customer response

  01/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed .

  I did contact store on 7/2/23 was told no refund  .put in dispute with bank credit card .and now I am reaching out to BBB .mass attorney

  General office .and will be filing in small claims court next.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov. 1, 2023 - I bought an air fryer with a crazy deal. Sakuchi 10-in-1 Digital Air Fryer with LED Touch Screen, 5.8 qt, Black Order #: o20433961 It malfunctioned and caught fire and will no longer work. I called your costumer service line and was told I was not eligible for a full refund because I spent part of the crazy deal Gift card. This is unacceptable to me because the deal was that I got a functional air fryer plus the gift card for $89.99. I feel cheated and tricked and none of your employees are helping to make this right. No one was willing to do an exchange for a different air fryer either.I want you to honor the original deal; all my money back (the full $89.99) or a replacement air flyer and I keep the remaining balance on the gift card. Make this right.

  

  Business response

  01/15/2024

  **************** spoke to *************** on Friday, January 12 at approximately 4:33. We apologized that his item had not met his expectations and as this item is out of stock and unable to be replaced, we offered him a refund per our posted Crazy Deals rules and regulations. At this time, he had a return balance of $55.72. He refused the refund and returned to the store where he exhausted the balance of $55.72, knowing that if this was done, he would not be eligible for any refund. 

  Attached you will find the Crazy Deals FAQ's, please note, the pertaining section:

  "What if I need to return an item that I bought as a Crazy Deal?
  If for any reason you require a refund for the product, the unused Crazy Deal item must be returned along with the unused Crazy Deal Gift Card in order to receive a full refund. If the Crazy Deal Gift Card has been used, the return will be equal to the unused Crazy Deal Gift Card balance plus the net sell price of the item, after the Crazy Deal promotional discount.
  
  For example, you buy a Crazy Deal item for $20 that comes with a $10 Crazy Deal Gift Card. If you return the item with the full $10 balance on your Crazy Deal Gift Card, you will get $20 back. If the Crazy Deal Gift Card has been partially used and only has $5 left, you will only get $15 back on your return."

   

  **************** did try unsuccessfully to locate manufacturer info. This item was a close out and no manufacturer info was available.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Opened membership this week in local store. After further consideration, I contacted customer service the following day asking them to delete profile. Response was "yeah we will do it, but you need to find a way to print off a form, sign it, and return it to us". This is a simple request. DELETE MY PROFILE. I want this done and would like written confirmation that this work has been completed along with an explanation of what you did with my personal data and who it was shared with. In writing.

  

  Business response

  10/04/2023

  To delete the ******************* information, we do need her to sign a Declaration of Identity. Once we receive that, we can delete the Insider account that she opened. This is for the protection of both the consumer and our company. For your convenience I have attached the form. She may sign and return it through this site or our email or mail it to ** at:

  Ocean State Job Lot
  Customer Service
  *************************************
  ***************, ** 02852
  

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased rug and other items with personal check. Rug was not big enough for area. OSJ has policy of 10 day period for checks to clear. Waited the 10 days and returned rug for refund. Store personal would not give me money back, gave me a store credit card for rug amount. I wanted my money back not a store credit, store manager said it was their policy to only give back store credit for items returned when purchased with check.

  

  Business response

  08/07/2023

  Ocean State Job Lot does have a 10 day waiting period for all checks. After the 10 days has passed, ***************** would be able to receive a cash refund with the items and proof of purchase. To look into this, I will need more information.

  Date, Store, Refund Receipt info. He may provide the information here or call. I do not have any records of previous phone calls/contact.

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

   

• Initial Complaint

  07/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to the 122 NY-59, ******, ** ***** location on July 29th in the afternoon around 3pm. I spend my Crazy Deals gift card credit to buy items. I was unsure how much Crazy Deals credit I had, so after ringing my items, the associate scanned my Crazy Deals Card. I did not have enough credit to purchase all my items. I asked if we could start over, and the manager ****** came over to explain that it was impossible to void the transaction once scanned. That is shocking. I asked if I could use my Gift Card credit (non-Crazy-Deals credit) to make the deficit and complete the purchase and then return the items immediately. ****** said yes, but he would have to offer my store credit for my return. I asked, can you just add back the credit to my gift card since I used the gift card? He said, "No." I asked, "Are there any restrictions with Store Credit." ****** said, "No." So I agreed. The next day on 7/30/23, I entered the store again to spend my store credit. I tried to purchase their promotion, whereby you earn a Crazy Deals credit for every dollar spent on that table. When I tried to purchase this promotion, my Store Credit was denied. ****** came over to explain that Store Credit is not eligible to purchase this promotion. So I reiterated, when I asked if there were no restrictions yesterday, why did he tell me, "No"? He said he always explains that store credit is not eligible for Crazy Deals promotions. He did not explain that to me yesterday. I would not have agreed to the return had I known. ****** gave false information in stating that there were no restrictions in using Store Credit. Also, I believe it is disingenuous to ONLY offer store credit as a refund option when using a Gift Card. That is not stated explicitly at the store nor is it clear from the website's return policy. I am writing to request $10.84 be refunded to a gift card or credit card, which has no restrictions in promotions it is eligible to purchase.

  

  Business response

  07/31/2023

  I have reached out to customer via an email that he sent in to our *************************** asking for his mailing address so that I may send out the $10.84 on a gift card. 

  Customer response

  07/31/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  07/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Monday 24, ******************************** ******* Park, ** at a little after 8 am. I wanted to purchase boxes of 80 count *********************** **************** pods that were on sale for $24.99 each. The sign in their window says that every Monday between 8 am and 9 am seniors get 20% off of food items. The cashier told me that I could not have the discount because the items were on sale. I talked to the Manager and he had to go outside to read the sign. I told the Manager that no where does it say excluding items on sale. He said that he could not do anything. The boxes of coffee pods would have cost me $19.99 each. Several does ago I sent a complaint through their website and have not received a response.

  

  Business response

  07/31/2023

  The system is designed to offer the best discount for the customer. If the 20% price was a better discount, that is the price ************* would receive. In this case, the sale price of $24.99 was the best price so that is the price he received. 

  Customer response

  07/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

*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. ↩