ComplaintsforTractor Supply Company, Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  05/24/2024 placed order online in store in the amount of $46.10 then it was canceled on the 26th and never got my money back even after I've called ************ a few times , It's July 9th now and they say that they're still working on it . I've taking proof to the store so they can faxed it to the customer solutions ***** I've even said store credit would be ok still nothing Thank you my home # is ************

  

  Business response

  07/11/2024

  Hi *******,
  

  I sincerely apologize for any delayed responses or issues you may have experienced in reference to your online order, **********. Upon review I have confirmed your order was in fact successfully cancelled and you were not charged as a result of the online order verification process not being completed at the time the order was created. The following authorization ID: *********** and authorization code: ****** provided confirmation for the respective purchase transaction confirming you were not charged and the pending authorization would've been removed by your financial institution back in May of 2024 after the order was cancelled.
  
  If you are still seeing a charged for the respective order, we advise to work with your bank or financial institution directly, providing the above authorization numbers and filing a dispute if needed. Again, I am so sorry for any inconvenience experienced. 
  
  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i made a online order thru Commerce Ga Tractor supply in march 2024. Part of the order was delayed so i had to have my material and found it at another tractor supply in ******** Ga which had it in stock. They were supposed to credit my card when i picked up the other part of order. They supposedly got that handled thru customer service that day. As of today i still have not gotten a credit for fence that i never received from online. It seems that the Citibank tractor supply card ** is pointing fingers at the actual store and the actual store is having a hard time with getting them to finalize the credit? Here is info .Order Details Order Number: ********** Order Date: March 28, 2024 Print SKU:1119446 Red Brand 330 ft. x 47 in. Square Deal Woven Wire Field Fence Product Thumbnail Quantity: 1 Price: $229.49 Subtotal: $229.49 Status:Picked up By Customer( This never Happened)Track your package Ship to Store Arrives Tue Apr 2 ************************************* Pickup Person:********************* ************ *****************************************

  

  Business response

  07/09/2024

  Hi ******,

  I sincerely apologize for any issues and inconvenience you have experienced regarding a refund for item SKU:1119446 from your online order due to not receiving the item. I am so sorry for how lengthy and frustrating this process may have been. I have reviewed your online order and information provided locating an open case you have with our Customer ***************** *****************************. As of 7/9/2024 a refund has been processed in the total amount of $345.54 for the respective item not received from your online order and including the cost of shipping as a courtesy. Please be advised that refunds back to credit cards are not always immediate and generally take around 3-5 business days depending on your financial institutions processing time. Again, I am so sorry for any inconvenience experienced. The Store has also acknowledged the issue, so it can be addressed as needed and to help prevent something like this from happening again. 
  
  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

  Customer response

  07/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Tractor supply has given my money back as of 07/11/2024. Thanks.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a same day delivery. The delivery was dropped off on the land/street in front of my home. Not delivered to my property. It was then taken due to not being on my property. When I called customer support, I was dismissed by both the agent and supervisor. Tory and ******. I called the store location & dismissed as well. I should not be liable & billed for lack of delivery practice by thier 3rd party. As an injured veteran household-deplorable.

  

  Business response

  07/10/2024

  Hi *****,

  I sincerely apologize for any inconvenience experienced. When an online order is created deliveries are standardly made curbside or close to the house. I have reviewed the details of your respective online order **********, confirming the delivery was successfully made on 7/2/2024. based on the respective order details and delivery address. As previously advised by our customer solution department, we do not cover stolen products. Therefore for further assistance we advise to please file a police report and continue to work with the local authorities. Again, I am so sorry for any issues you may have experienced. 
  
  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

  Customer response

  07/10/2024

   
  Complaint: 21935388
  
  I am rejecting this response because: 

  I am immediately filed a police report.  The delivery being left on public property which is not a curb or my property.  

  I don't care for your legal advice or excuses.  If the items would have been left on my actual property or drive way, I would only be upset with the individuals that took the delivery items.  Your company left the items where trash is put for pick up on the public grass domain.  My fence, drive way & door are very clear to the naked eye.  Simply won't shop tractor supply again.

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I obtained a Tractor Supply credit card via ********** I made a purchase but lost my card. While waiting for a new card, my payments got behind. I want to transfer my balance to a 0% card but I still have yet to get the new card to get the account number for the balance transfer. I have called countless times and requested either my account number or a new card and they refuse to provide either. Now customer service states that I can't transfer my balance until I pay almost ****** that is past due all because they refuse to send me a new card or simply provide me with my account number. They keep adding interest and reporting to credit. i was never told that there were re-payment stipulations and had to use a checking account. They are purposely not providing the information needed to accrue interest which is unethical! i have a right to know my own account number that I am paying on! My own bank provides an account number as long as specific information is verified which I am willing to do. I just want to transfer the balance and be done with Citibank and Tractor Supply for ever. Not fair that I have worked very hard on my credit for this company to hold my own information with me!

  

  Business response

  07/08/2024

  Hi ********,

  I am so sorry for any issues youve experienced with your TSC Credit Card account and understand how frustrating this may have been as your credit status is very important to you. For security purposes, the Tractor Supply Customer Solutions team does not have access to any TSC Personal or Business Card account or banking information to see the terms of your specific card agreement or to make any account adjustments/changes. For help with anything regarding your account, we advise to please continue working with Citibanks TSC Representatives at **************** and ensure to speak with a Supervisor regarding the matter. Again, I am so sorry for any inconvenience experienced.
  
  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

  Customer response

  07/09/2024

   
  Complaint: 21930794
  
  I am rejecting this response because: I HAVE TRIED TO WORK WITH BOTH CITI BANK AND TRACTOR SUPPLY. NO ONE WILL ASSIST AND IT IS RIDICULOUS.  MY OWN BANK WILL PROVIDE MY BANK ACCOUNT INFORAMTION VIA PHONE AFTER VERIFICATION AND YET TO PAY MY A **** WHICH I HAVE TRIED OVER AND OVER AGAIN I CANT GET MY OWN ACCOUNT NUMBER.  SOMEONE NEEDS TO ********************** ME WITH MY OWN INFORMATION IN ORDER TO BE PAID! THIS IS A TACTIC TO KEEP ACCRUING INTEREST AND REPORTING ON MY CREDIT. THERE HAS TO BE SOMEONE THAT CAN PROVIDE ME WITH THIS INFO. I SHOULD NOT HAVE MY CREDIT RUINED BECAUSE I CAN'T GET THE COMPANY TO PROVIDE ME WITH MY FULL ACCOUNT NUMBER OF THE ACCOUNT I AM PAYING! YOU ARE A FRAUD AND THIS IS SCAMMING PEOPLE! THIS WAS NEVER DISCLOSED U[PON  APPLICATION! I WANT MY INFORMATION SO I CAN PAY THE **** IN FULL AND I WANT MY CREDIT REPORT TO BE PAUSED AND INTEREST UNITL THIS INFORMATION HAS BEEN SUPPLIED TO ME
  
  Sincerely,
  
  *******************************

  

  Business response

  07/10/2024

  Hi ********,
  
  I sincerely apologize for any inconvenience as previously advised, for security purposes, the Tractor Supply Customer Solutions team does not have access to any TSC Personal or Business Card account or banking information to see the terms of your specific card agreement or to make any account adjustments/changes. Therefore we have no way to make any alterations to your respective credit account or credit report on our side. For help with anything regarding your account, we advise to please continue working with Citibanks TSC Representatives at **************** and ensure to speak with a Supervisor regarding the matter. Again, I am so sorry for any inconvenience experienced.
  
  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Major purchase at 3.99 percent for 36 months.Tractor supply on line calculator shows 1900 purchase would be ***** per month. Billing statement wants ***** per month.Their website calculator is fraudulent and won't accept responsibility.

  

  Business response

  07/01/2024

  Hi ****,
  

  I am so sorry for any issues youve experienced with your TSC Credit Card and understand how frustrating it may be. For security purposes, the Tractor Supply Customer Solutions team does not have access to any TSC Personal or Business Card credit account or banking information to see the terms of your specific card agreements and details. For help with anything regarding your account such as billing discrepancies and further account details, we advise to please work directly with  Citibank. Ensure to speak with a supervisor regarding your concerns. Well address this issue with our internal Team in regards to your feedback. Again, please accept our deepest apologies for any inconvenience you may have experienced.
  
  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Baught ********************* receiver from them what the problem is the rest of the hitch is unavailable, sign in the stores saying satisfaction guaranteed, they refused to give me my money back, even though they sold me something I couldnt use

  

  Business response

  07/01/2024

  Hi ****,

  I sincerely apologize for any delayed responses. I am so sorry to hear about your experience regarding not being able to return your purchase of a ********************* at the ********, ** store location. This is not the type of in-store service we pride ourselves on and appreciate you bringing this to our attention.
  
  To make sure something like this doesnt happen again, well discuss this matter with the Store Manager at this location and, if you dont mind, well have them reach back out to you within 48 hours with an update either by phone or email. Again, please accept our deepest apologies and know we truly value your satisfaction as a Tractor Supply Company patron.
  
  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My store card was replaced by a ************** Card. I had not made the request; This was done without my knowledge or acknowledgement. I used the card assuming that it was the same account. I had the account set up to be paid through my bank automatically. I received calls from Citi that I had overdue balances, I kept checking my account online and my statements were 0. I did not realize that I had 2 credit accounts, and the cards were not the same. I finally clicked on a drop-down arrow on the website revealing the second account. I immediately paid for the pastdue merchandise, waited for the following statement and paid for the remaining merchandise. I requested that the account be closed, and the late fees and interest be adjusted. Neither happened. I spoke to Citi customer service today they have closed the card but refuse to adjust the late fees and interest. This is not affecting my impeccable credit. I am refusing to pay these as I was given an account that I did not want or realize that I had. I am reporting this as an unacceptable business practice and don't feel that I should be paying late fees for an account I didn't know I had.

  

  Business response

  06/17/2024

  Hi *****,

  I am so sorry for any issues youve experienced with your TSC Credit Card account. I understand how frustrating and of an inconvenience this can be. For security purposes, the TSC Customer Solutions team has absolutely no access to any TSC Personal or Business Card account or banking information to see the terms of your specific card agreement. We do not have the ability to make any adjustments to a credit card account or remove any late fees. Therefore for help with anything regarding your account we advise to contact ******** directly and speak with a supervisor regarding the matter and continue to work with them directly.

  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a riding mower for my husband and was told if I signed up for the credit card and spent $50 on a qualifying purchase I would receive $50. I have called the store numerous times to get this resolved. I've taken my receipt to the store and they filed it with online claims. I called again a week later and was told they would file a ticket to higher **** I still have not heard anything back or received a credit. I was told a maximum of 30 days to receive this and it's been well over. I should not have to go through this much trouble when I paid a decent amount to this company!

  Customer response

  06/17/2024

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

  

  Business response

  06/18/2024

  Hello *******,
  

  Please accept our apologies for the negative experience you've had with us as this is not a part of our Mission or Values.

  The reason you did not receive the $50 bonus, is it was only applicable to Standard Financing via a TSC card/TSC Visa.  Due to you using the special 48 month financing is why you did not receive those points.

  We also understand it was explained to you incorrectly and have worked with Management for the team to be updated on what the points are to receive rewards, not a monetary discount.  We again apologize for not having our Associates being updated on our promotions and the inconvenience.

  Points have been added to your *************** account to equal $50.00 to used for Tractor Supply in store orders and online order also.  They'll generate into 5 $10.00 rewards.

  Thank you for letting us know how we can update and make sure our customers are taken care of.

  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to return an item paid for with cash and they would not refund my money because I didn't have an ID. The *** and Oregon's Unlawful Trade Practices Act both require businesses to provide clear and accurate information, which includes return policies. Retailers are required to clearly disclose their return policies. This disclosure should be made at the time of purchase. If a store has a "no returns" or "all sales final" policy, it must be clearly communicated to the customer. Nothing was said verbally or written on the receipt that indicates I need my ID.

  

  Business response

  06/20/2024

  Hi ****************,

  We apologize for the negative experience you had at our Grants Pass, OR location.  This is not the type of service that promotes our Missions and Values and again, extend our apologies.

  At anytime, at your convenience, please go back to the store, with the receipt and product. 

  You'll receive your cash refund without identification being requested.

  Thank you for providing information about your experience.  The feedback will allow us to do better.

  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

  Customer response

  07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 01, 2024 I placed an order for a Cub Cadet 46 in. 22 HP Gas-Powered Enduro Series Riding Lawn Mower, XT1 LT46, SKU#******* for the total price of $2,584.48 on Tractor Supply's Online website. Upon placing the order 'Same Day Delivery' was advertised if the order was placed before 2PM. I placed my order at 1:06PM, the issues started when there was no communication that my order had been placed. I received no call of confirmation, or communication regarding the method of delivery. It wasn't until I had to call the customer service number provided to receive information that my delivery wouldn't arrive until the next day. Shrugging this off originally I received the mower the next day on May the 2nd. On first glance everything seemed fine, the mower was used as it was much needed at the time. After a few weeks pass by the mower was being used for the second time when the belt flew off of the deck. Inspecting the damage I noticed fraying in the belt and decided to go to the local Tractor Supply to purchase a new one and finish mowing. Using my receipt to purchase the correct belt I returned to find out that I had received the entirely wrong size mower. I paid for an LT46 and received an LT42 mower with a smaller engine and deck. I immediately contacted customer solutions and ******, had instructed me to process a return for the mower I received, then to call back and have the correct mower ordered again with the shipping fee waived, running the transaction through my credit card twice. Upon returning the incorrect mower and calling to get the correct one ordered, I am being told the mower is out of stock and now that I've returned the incorrect mower I have no mower for the summer season. ******** care has advised me I am "Out of Luck" and left with no mower for this season as customer care instructed me to return the incorrect one with the promise that I would receive the correct one upon calling again. This has been a terrible first experience with this company

  

  Business response

  06/12/2024

  Hi ******,
  
  I sincerely apologize for any issues you have been experiencing regarding your recent online order and receiving the incorrect mower upon delivery. I understand how frustrating this can be as a result of not getting the intended item you paid for. The original mower that was ordered is currently out of stock at this time as advised, and we are unsure of when this item will be available again.
  
  Upon further review, our internal team and experts have been actively working with you regarding this matter to provide a comparable product. It has been advised you were contacted on 6/11/2024 where you were provided various options but declined as they did not fit your need or preference. As of 6/12/2024 our team was able to locate an upgraded version you inquired about from the original mower you wanted. Our team has confirmed the availability of SKU: 1727138  at the TSC store location in ************, **. Additionally, providing free delivery to your home for the purchase and $100 discount on the item due to inconvenience experienced. 
  
  Well be sure to discuss this with the Store and our Operations Team so it can be addressed as needed and to help prevent something like this from happening again.  Please accept our deepest apologies and know we truly value your satisfaction as a Tractor Supply Company patron.
  
  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

  Customer response

  06/12/2024

   
  Complaint: 21835490
  
  I am rejecting this response because:
  The response from corporate Tractor Supply is not satisfactory. I have been coerced by customer care into returning the incorrect mower with the promise to receive the correct mower at the same price, instead now put in a situation where in order to receive a mower from tractor supply even with the measly discount my subtotal has gone up from the original $2,584.48 to now $2,888.99. I chose to pick the mower up personally instead of having the business's unreliable delivery service bring it to me. It seems that customer care to ******************** is only important as long as it stays within their profit margin, even when the mistake is entirely on their part. I was even prompted to purchase the upsell warranty for an additional $300 which I was even more frustrated with the tone deafness, something like an extended warranty for a customer who's already lost a significant amount of time dealing with this issue seems like should be included. I'm not saying that I feel I am owed extra goods or services, more so that the efforts to resolve this issue from the side of Tractor Supply has been less about customer service and more about protecting their bottom line. 
  
  I would like it to be clearly evident that my experience with Tractor Supply as a first time customer has been extremely poor and the response from the company's support service has been subpar at best and I hope to share this experience with as many people as I can as a warning to avoid making any kind of large purchase from this company.
  Sincerely,
  
  ***********************

  

  Business response

  06/17/2024

  Hi ******,
  
  I sincerely apologize for the experienced you had beginning with your original delivery order item being the wrong product , to the desired item being out of stock. As previously advised, on6/12/2024 our team was able to locate a new and upgraded version mower to the one you original ordered but also inquired about.
  
  Our team was able to confirm the availability of the desired mower and secure a $100 discount being that is an entirely different mower and upgraded version, therefore pricing will be higher than previously ordered item. Additionally, we offered and are glad to still provide a free same day delivery for the purchase if you were wanting it delivered to your home.
  
  The Store's Higher management  has also been notified of your experience and encounters so it can be addressed as needed and to help prevent something like this from happening again. Please accept our deepest apologies.
  
  The TSC Customer Solutions Team
  *************************************; 37027
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

  Customer response

  06/18/2024

   
  Complaint: 21835490
  
  I am rejecting this response because:
  My complaint with the company didn't start until I had to deal with the customer care solutions. I was fine with the original mistake but having gone through customer care solutions and having the experience I did with them, this caused me to file a complaint on which I feel your company still hasn't fully made right.

  I don't accept your apologies because even through BBB your response is totally off topic. My desire wasn't to purchase a larger mower at a higher expense to myself, it was to have a mutual compromise worked out which didn't require my credit card being charged twice, the customer care team also lying to me directly, and the fact that the only answers I was able to get from anyone was that they didn't have the ability to do something sensible like transfer the available stock from another location when I could clearly see available stock on the website.

  It seems to me that I was coerced into a situation which was always in the benefit of the company instead of in service to the customer. This is were my frustrations lie and this is why my complaint stays unsatisfactory. 
  Sincerely,
  
  ***********************

*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. ↩