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Complaint Details
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Initial Complaint
07/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I frequently shop at Ocean State Job Lot stores. I am also an employee of this specific store. Customers and employees are both complaining because we have no working air conditioner. It reads ***** degrees in our building at all times and we are not provided water for free all the time we are required to buy a drink. Multiple customers and employees have gotten heat exhaustion and one a heat stroke from this heat
Business response
07/31/2023
Hello,
Thank you for reaching out to us regarding this matter. Can you please provide the specific store you are referring to?
Thank you
Initial Complaint
07/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a gift card from Ocean State Job lots and I have told that I can buy anything using the gift card that I have purchased but there is a restriction in using Crazy deals gift cards. I have not told that I can't use online for the normal gift cards. There are many products are not available in-store while I can't be able to use gift cards online. I have the receipt of the gift card which is unused condition, but Ocean state job lots said they will not refund for the gift cards. This is totally different experience than other stores. I have the receipt and unused product I can get refund then why not gift cards?Business response
07/06/2023
We apologize that ***************** was upset that he was unable to use the purchased Gift Cards for online purchases. The back of the Gift Card does state that it can be used for in store merchandise and the Buy Online FAQ's also list the methods of payment that is accepted. I have attached a photo of both the back of the gift card and the Buy Online FAQ's. For your convenience, I am adding the applicable excerpt below.
"What forms of payment do you accept online?
We accept ***** Mastercard, ************************** and PayPal online. At this time, we do not accept Gift Cards, Crazy Deal Gift Cards, Merchandise Credit, or EBT online."Customer response
07/06/2023
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.
[What Ocean state job lot is saying is practically impossible for a person to look into FAQ on a website to buy gift card. Who does that really? Also in their advertisement on Gift card they should mention exclusively that this card can't be use online. This is trivial that all store allows the gift card to be used online and this is a clear deviation to the standard which they should exclusively called out. They exclusively called out that crazy deal GC can't be used for Crazy deal promo, why not they mention that GC can't be used for online transactions?]
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,Bimal
Business response
07/10/2023
The back of the Ocean State Job Lot Gift Card does state "This gift card is redeemable for merchandise at all Ocean State Job Lot stores".Initial Complaint
05/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased two wood white rocking chairs from Ocean State Job Lot in October of 2022. We purchased a small white table to go with them. We used them for two months and by the end of the second month, both chairs had changed color from white to a yellow ivory color. Ocean State has a 90 day return policy. SInce the chairs didn't change color in their alloted time period, we cannot return them. We purchased white, they are now light yellow through no fault of ours. They sold ** chairs that were not primed properly. They are a defective product and I would like a refund to go purchase rocking chairs that will not turn color in two months. They continue to sell these chairs in their stores and on their website. You can see the color change in the picture I uploaded. They don't match the table or the white trim on our house.Business response
05/18/2023
***************** purchased the chairs, sku # ****** on June 5, 2022 from our Wakefield, ** ***************************** states that started to change color 2 months after purchasing them. If she had reached out to ** at that time, we would have been able to exchange them for her as she was within the 90 day return window. ****************** reached out to Ocean State Job Lot on 5/18/23, more than 11 months after purchasing the chairs. I have attached our return policy but for your convenience, the excerpt pertaining to this request is as below.
Return Policy
Ocean State Job Lot maintains a 90-day return policy on most items sold in our stores, exceptions listed below.
Items returned within 90 days from date of purchase with a receipt are eligiblebased on original payment typefor refund or store credit.
Returns without a receipt are subject to the lowest promotional price.
Job Lot Insiders can return product within 90 days without their receipt, so long as the original transaction is affiliated with their Insider account.
An item returned with a Gift Receipt is eligible for store credit only.
The customer must have a readable, unaltered, original sales receipt to receive a refund.
Items returned must be in resalable condition with all original parts and packaging intact.
Product purchased online is treated like any other store merchandise and subject to the policy outlined on this page.Customer response
05/18/2023
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,*****************
Initial Complaint
04/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I asked for and received 2 OSJL gift cards totaling $250 for my birthday as I wanted to purchase a specific outdoor patio set for $499. Sadly, when I tried to use the gift cards to purchase the set online, I realized that customer's aren't able to use gift cards for online purchases. I went to the store in ***********, **, assuming I would be able to complete the purchase there, but was told that they could not complete an online purchase at store level. I then asked them to cash out my gift cards so I would be able to use the cash to complete my order online. I was again told no, they couldn't do this. Today I spoke to a customer service rep and supervisor at the corporate office and they also told me there was no way to use these gift cards to complete my purchase OR cash out the gift cards. I've never had so much trouble trying to spend money at a retailer before.Business response
04/11/2023
All rules, regulations are posted on our website for our customers to view prior to making an online purchase, which I have attached. For your convenience, I have added the excerpts regarding in-store ordering and payment methods below.
Can I still place an order for Ship to Store products in a store or by phone?
With the launch of Buy Online, Ship to Store, weve eliminated in-store and phone ordering. The good news is that shopping online is easy and open for business 24 hours a day!Payment and Security
What forms of payment do you accept online?
We accept ***** Mastercard, Discover and **************** online. At this time, we do not accept Gift Cards, Crazy Deal Gift Cards, Merchandise Credit, or EBT online.Initial Complaint
04/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
There was a post for a table on Ocean State Job Lots website for $1.00. I purchased four of them, the transaction went through, I received a receipt. The following day I received an email from the company cancelling the order and refunding me my money. I also received a voicemail and was asked to call back. When I did, it was explained that it was an error and that I could receive a gift certificate instead. I explained that I wanted the items I purchased and was told multiple times by the customer service **** ***** not going to get this tables for a dollarit was a gross error. Im filing this complaint because I believe the company should stand behind their pricing and honor the sale- error or not. I should not have to forfeit my purchase, it was no fault of my own.Business response
04/10/2023
We did reach out to ***************** and explained that this had been an error and offered a $20 gift card for the inconvenience, to which she denied. Our Terms of Use are on our website (where ***************** placed the order). For your convenience, I have attached the Terms of Use and included the excerpt in regards to pricing below.
Pricing
OSJL reserves the right to correct any error in pricing or description, as well as the right to cancel or refuse to accept any order based on an incorrect price or description. Such corrections may be made even after an order is accepted, but not after the item is delivered to the customer. Items listed on this Site may not be available at all locations or available for the stated price at all locations.Customer response
04/13/2023
Although explained that this was an error, I was never provided a policy. I appreciate being directed an an actual store policy and am satisfied with this resolution.
Initially, I did not want the gift certificate, rather the items I purchased. However, I have decided that I will accept the credit of $20 for the inconvenience. Could this be emailed? Please let me know.
Thank you,
*****************************Initial Complaint
10/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ocean State Job lot claims to offer a 20% Senior Discount on food items every Monday from 8 AM to 9 AM. They refused to honor it when I purchased $17.24 of food items on 10/24/22 at 8:19 AM.Business response
10/25/2022
From 10/20-22 through 10/26/22, we are offering our yearly Anniversary Promotion which provides a 40% Crazy Deals Gift Card for all purchases over $30. All other promotions are suspended for this time frame ex: Insider Coupons, Food Discounts etc. ********************* did not receive a Crazy Deals Gift Card as his purchase was $17.24. He did not meet the $30 threshold.Customer response
10/25/2022
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.
Ocean State is guilty of an illegal "bait and switch." It openly advertises multiple promotions without informing customers that one promotion will cancel out all the others. So a customer shows up at the store expecting to avail themselves of one the advertised promotions, and is told it's not available. They need to include this information in the advertisement of the one valid promotion, but they don't.
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
10/27/2022
The Senior Food discount is a promotion that we began on Dec.13, 2021 and offers our senior customers a 20% on all food items. As this is a promotion, it can be ended at anytime with no notice. It was suspended for the week of our Anniversary Sale and I do expect it to return on Monday, Oct 31,2022.Customer response
11/01/2022
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.
940 CMR: OFFICE OF THE ATTORNEY GENERAL
940 CMR **** shall apply to any advertisement, except those advertisements governed by
940 CMR ****: Motor Vehicle Regulations, 940 CMR **** shall be in addition to 940 CMR
3.00: General Regulations.6.03: Basic Principles
(1) The responsibility for truthful and nondeceptive advertising rests with the seller.(2) Sellers shall not use advertisements which are untrue, misleading, deceptive, fraudulent,
falsely disparaging of competitors, or insincere offers to sell.PLEASE NOTE: THE USE OF THE **** "PROMOTION" TO ADVERTISE A SPECIFIC PRICE DOES NOT EXEMPT OCEAN STATE FROM HONORING ITS ADVERTISEMENT OF THAT PRICE.
PLEASE FIND BELOW THE ****S FROM OCEAN STATE JOB LOTS SENIOR DISCOUNT PROMOTION:
Unless otherwise noted and until further notice, this promotion is valid on Monday mornings from 8 a.m. - 9 a.m. beginning Monday, December 13, 2021. Participants ages 62+ receive 20% off their food purchase at all Ocean State Job Lot stores.
THE "FURTHER NOTICE" SPECIFIED IN OCEAN STATE'S OWN ****S WAS NEVER GIVEN. OCEAN STATE JOB LOT IS REQUIRED TO HONOR THIS PROMOTION UNTIL IT PUBLICLY ADVERTISES ITS DISCONINUATION.
[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
09/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Upon arrival at the local store I was approached by a Salesclerk who advised that there was a Senior promotion available. Upon purchasing my items I was issued a ***** DEALS CARD in the amount of $20.12 which reflected the discount I was to receive for the items purchase. However I paid the full price with the understanding that the card could be used the following day. I even had called the store manager after my visit to clarify the details of the transaction. Thus no real discount on 9/23/22. On 9/24/22 I returned to the store to purchase additional items with my ***** DEAL CARD. The clerk though not informing me not I could not use the card if I received the Senior discount, inadvertently processed all items via a Senior discount thus I was thus unable to utilize the credit on the card. He then proceeded to give me another card in the amount of $16 + which again I could not use until another day. When I questioned this policy I had been informed that he could not cancel the transaction due to the program installed in the system. At this junction the Store Manager was summoned and after discussion with him, we agreed that the transaction had to be completed and then the items theoretically returned. I then repurchased them without the Senior discount and thus utilized the ***** DEALS CARD in the amount of $20.12. Thus though two transactions took place I received a discount on only one. As a former Executive in Retail and more recently a Licensed Professional in Healthcare, I question the business practices of Ocean Job Lot since the customer is not informed of the policy in full. I am writing this complaint as I am concerned about those elderly customers who will be misled by these business practices. In addition, I would appreciate a full and reasonable explanation as to why my experience played out as it had.Business response
09/26/2022
First OSJL would like to apologize for any confusion that ****************** has experienced. We are very proud of both our Crazy Deals Gift Card Promotions as well as out Senior Deal Days. Like all promotions they do have rules and regulations. For your convenience, I have attached the Crazy Deals Gift Card FAQ's:
"So what is a Crazy Deal Gift Card? Hows it different from a regular Job Lot gift card?
Crazy Deal Gift Cards are like a regular Ocean State Job Lot Gift Card, with a few exceptions.
Crazy Deal Gift Cards can only be issued to and redeemed by Job Lot Insiders.
Crazy Deal Gift Cards received in store cannot be used until the day after issuance. Crazy Deal Gift Cards received online cannot be used until your order is ready for pickup.
Crazy Deal Gift Cards cannot be used to receive additional Crazy Deal Gift Cards. You can use a Crazy Deal Gift card as a form of tender to purchase a Crazy Deal item, but you will not receive another Crazy Deal Gift Card.
Crazy Deal Gift Cards cannot be used as a form of tender to purchase Insider Exclusive Deals or during our storewide annual promotions (Senior Discount Week, Veteran Discount Week, Anniversary Promotion, etc.).
Crazy Deal Gift Cards cannot be used as a form of tender to purchase gift cards, beer or wine, or live plants located outside of the store.
Crazy Deal Gift Cards are non-refundable for cash, and are only redeemable for in-store merchandise.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.
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.I am also including the information on the Senior Deals Days:
*Unless otherwise noted, the Senior Deal Days promotion is valid 9/22/2022 - 9/28/2022. Participants receive a Crazy Deal Gift Card equal to 40% of their purchase when they spend $20 or more at all Ocean State Job Lot stores. Participants must be registered as a Job Lot Insider. This promotion does not apply to Ship to Store purchases. Promotion *** not be combined with any other discount, offer or promotion, including but not limited to advertised sale items, Crazy Deals, Insider coupons, and Insider Exclusive Deals. No rainchecks. Merchandise credit and Crazy Deal Gift Cards cannot be used as a form of tender during this promotion. Limited product exclusions apply, including Ocean State Job Lot gift cards, third party gift cards, clearance items, propane tanks and refills, beer and wine, and live plants and flowers. Offer *** not be applied to past purchases. All warranty and return rules apply. ID with proof of age required. Acceptable forms of ID include drivers license, military/veteran ID, ******** ID, and government-issued ID.
All of these rules, regulations and FAQ's are located on our website.
We do again apologize for any inconveniences that ****************** experienced.
Initial Complaint
09/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is into original Complaint #********. The company mentioned they would offer a OSJL Gift Card. This hasn't been delivered yet electronically nor in the mail. If the company can specify how, it would be delivered. I hope the company is still honoring this commitment.Business response
09/26/2022
The card is scheduled to mailed to ****************** week ending 9/30/22. The delay was caused by associates working remotely.Customer response
09/27/2022
[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
09/11/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On August 31st I went to a local store in *******, **. Prior to going, I viewed on the Ocean State Job Lot website that the item I was interested in was in stock (Panacea Planter Trellis, 48" SKU: ******). Upon arrival at the store, I found out this item was out of stock despite being listed as in stock according to the company's website. I then revisited the company's website to see if other stores had this item and called the additional stores listed. No other local stores did have it in stock; again, the web site states they are in stock.I'm disappointed that I spent a lot of time timing trying to find an item as listed in stock when out. I would like the company to take this complaint as feedback to better improve inventory management.Business response
09/12/2022
We do apologize for the inconvenience that ****************** experienced while looking for the Panacea Planter Trellis. We will be investigating where this item is located in this store or if it was a true website error. For that inconvenience, I will be sending him an OSJL gift card and we do thank him for his feedback and for bringing this to our attention.Customer response
09/12/2022
[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
07/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a sealy convertible from joblot and within a few months the sofa started to pill and stitching coming undone. I contacted joblot for an exchange. I paid to have sofa brought to store twice with no replacement available. I received this email from Sealy On Fri, Jul 8, 2022, 9:01 AM Vithusha Jeyanantharajah <**********************************> wrote:Hello ******,We received a confirmation from Ocean State stating that they have processed a refund on the below request. Please do let us know if you have any clarifications on this.Have a great day!Thank you.Regards,Vithusha Jeyanantharajah Sealy Sales Support, North America M: ************************** I am requesting Sealy to pickup damaged sofa and replaceBusiness response
07/21/2022
This sofa was received by customer on 12/4/21. On 2/25/22 she responded that it was "pilling" and an offer was made to replace it. She was told it had to be returned to store and she then changed her mind and decided to keep. On 2/28/22, customer decided that they would like a replacement and it was reordered for customer. It arrived on 3/4/22 and customer was notified via email. Repeated attempts were made to reach customer to no avail. On 4/27/22, sofa was returned to distribution center. On 5/10/22, customer contacted store and wanted the sofa. It was reordered again. On 5/21/22, it arrived in store and ************** was told to return the damaged item and we would exchange for the new one. She then had different details of what she had done with the "damaged" sofa. To some, she stated it was so damaged, she threw it away and to others, she stated she had donated it.
**************** Supervisor spoke to ************** on 5/26/22 and explained that we would be unable to provide her with a new sofa without the original one being returned. ************** stated that she understood. **************** has verified with store that ************** never attempted to return sofa to *****, ** store.
Last correspondence (7/20/22) from ************** states "Come get it. I have already brought it to you twice". We will not be providing ************** with a new sofa
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