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Complaint Details
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Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Regency Gazebo from Job Lot. Approximately 2 weeks after it was up, it rained, and the gazebo came down. This was my second gazebo from OSJL. The first was a cheaply made crazy deal that also came down with rain. I spoke to the store manager about it, and I decided to purchase the gazebo regency because the manager assured me that this one was of much better quality. His exact words were..this one is not coming down. I brought the gazebo the same day.Well, two weeks later, the rain brought it down, causing damage. I took video of the incident to the store and spoke with a different manager, *****. She said that she wanted to give me a refund, but needed to check with customer service first. **************** refused, stating that their policy doesnt cover weather damage. I get that, but this isnt weather damage, I think the problem is that the item was defective. The welding breached causing the damage.I contacted customer service, and was again told that their policy doesnt not cover because they believe it to be weather damage. A tree didnt fall on it, it simply rained. I spoke to a rude customer service rep who questioned my common sense, and also to a supervisor. Both told me that the gazebo shouldnt be left out in the weather. This is a 10x12 outdoor gazebo. Where am I supposed to put it? Also, after I purchased mine, two other people, family members liked mine so much that they purchased same one. We in the same area, yet both their gazebos are still standing. This tells me that my gazebo was defective. Also, an FYI the same person erected all three. Everyone I spoke to at Job Lot said that this is a number 1 seller, and no one returns it. If thats the case, why is it so hard to accept that this one was defective?Their policy states that a refund will given if product is defective or damaged within 30 days. They are not honoring their policy. Video available
Business response
08/15/2024
************* stated the gazebo was beautiful and was set up with no issues. She stated that it was damaged in a weather event. OSJL does not warranty items damaged or destroyed due to weather. Provided ************* with manufacturer info to possibly get replacement pieces. The store did not offer ************* a refund, they also explained it could not be returned as it was a weather event causing the damage.Customer response
08/15/2024
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.
[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,******
Initial Complaint
07/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a gazebo back on March 5th, 2024. Because of personal issues I couldn't come and pick up the gazebo right away, when my son went to the store to pick it up, he was told that they couldn't locate the gazebo that it was not in the back. they said that the receipt must have fallen from the box. at that time, he was told that an investigation needs it to happen, which I didn't have an issue with it because I have nothing to hide. the gazebo was never pick up from anyone in my family. After two weeks of supposed investigation the manager, "****" called me to tell me that corporate had said that since they can't locate the gazebo that they were not able to give me another one nor they can't refund my money. Like are they for real. He said that was consider abandoned and I guess that will give them the right to sell it to someone else. I asked him if he actually was listening to the word coming out of his mouth. So, he was telling me, hey by the way, you purchased it and decided to leave it at the store so we are considering that you abandoned and we are selling it forward. Why in the world would I leave $212.69 to a store just because? It sounds even stupid just typing it in the complaint. Not once did I receive a call from anyone at the store to ask to see when I would be able to pick up the gazebo. I want my money back and I want the store to be investigated because they sold my gazebo and charge someone else another $212.69. They got $425.38 for one gazebo. It is totally unacceptable. He talked to me like he didn't care, and he said here is the number to corporate they know who you are, and they can tell you the same thing I just told you.I want my money back and I want the store investigated because I think it was sold again and they got double the money Thanks *****Business response
07/15/2024
Our ************************** is currently looking into ******************' claim and will be in touch with her.Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 7.7.2024 i purchased the last air conditioner of it's kind at Ocean State Job Lot in ****************. I brought it home, installed it and it made a banging noise. I brought it back on 7.8.2024 and they could not replace it with the same identical unit. And there was no greater unit. I was told it would be restocked at the end of the week. The ac is for a senior in the middle of a heat wave... i declined and asked for a refund. They would not give me a refund and they could not exchange. Instead they gave me a store credit which I said multiple times I did not want. When I called headquarters to complain, they said store policy. In the store, I asked the manger where this store policy is posted? Why was I not told. He was speechless. I told him small claims court is in your future. And it is. Giving you an opportunity to consider the following and save me the time and effort. 1. the unit is defective. Plug it in, see it's defective. 2. you could not replace with the identical unit or better. You have no stock till the end of the week. Under these conditions, you should not be hassling a customer. Next step is credit card intervention. Then small claims. It should also be noted the person on the phone said that the BBB is just another YELP and not to expect any resolution.Business response
07/09/2024
The Air Conditioner that ************* purchased had the ** Return Policy taped to the box (it was still taped to the box when he returned the **), it is taped to every ** and posted in the store. He was offered a different unit (larger) but he refused. **************** offered to find him the identical unit in a nearby store to which he also refused. ************* was given a store credit (an exception made to the policy) as he was causing a scene in the store and being very aggressive. He was also very aggressive, threatening and using foul language on the phone with customer service and refused all options provided to him.Customer response
07/09/2024
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.
Wow. Truly they have children miding the store. In store, I was not aggressive nor did i use foul language. I simply said, have you ever been challenged in court on this? They said no. I said, I'm going to. that was it. I explained that they sold me a unit that made banging noises. I looked for the identical unit and it was not present. They had two units, one was smashed box and the other a completely different packaging. I opted for a refund. They insisted on a credit.
On the phone, I did lose my temper with the woman because as you can see in the letter they just wrote, and if you believe my account, these people lie and are degrading. I was told, i was given the option... i was not given the option. I did swear on the phone but just out of sheer frustration. The woman starts the conversation in defensive mode...nothing I've ever seen by a store...ever! I can't believe they would hassle a customer for a valid return. It's unheard of in today's day... not ******* or target nor anyone else would hassle me for a valid return. I said plug it in and see... they didn't. I explained it all honestly. This is for an elder during a heat wave. I need it immediately. I cannot sit around and travel to another store or wait. Anyway, I have fully documented this to win a court case. I just thought you folks had someone with a brain over there. Next comes credit card complaint. If not, see you in court. You will refund my money. And this tripe about me threatening... did not happen. I dare you to prove it...PROVE it. You have recordings? Tape in the store? Prove i was threatening. I was upset. But never threatened. I did swear on the phone but look what i have to deal with. I do not have time for this.
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,****
Business response
07/18/2024
All policies in regard to air conditioners are posted in all of our stores. Photo attached from the North ***** AIr Conditioner Set Up. The store did make an exception for ************* providing him with a store credit for his purchase.Customer response
07/22/2024
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.
Now, your store is engaged in deception. These notices were not present at the time of my purchase. You really should give in now. I am very well trained in the work I do to cover all my bases. I have full documentation including images of the store set up, what was the environment at the time... will win in court but seek to save me the time. None of these were present. In addition, your policy does not apply to me when you sell me a defective unit and cannot replace it.
You are now engaged in fraud which i can prove in court. Thank you for yet another thing in my favor.
I did not want a store credit. Cancel it and refund my money immediately. In addition, upon winning this in court, I will bring to the local papers for perhaps a public interest story. I am giving you the chance... you should take it. refund immediately.
FAQ
Regards,****
Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 WInitial Complaint
04/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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 himCustomer 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
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
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
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
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
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
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