ComplaintsforTractor Supply Company, Inc.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a ****** stove from tractor supply a couple months ago to heat my home. I had to take money out of retirement to do so. I needed this stove because I cannot afford oil solely to heat our home. However, after only a few bags, it stopped working. Tractor supply refused to return or exchange it. I tried going through the company ******. However, they never got back to me the last time. The part they sent will not install. I am here with a pregnant wife, I have health issues, three senior animals and a 6 yr old child. We cannot be without heat. We have been forced to purchase oil which created a financial hardship and are about to run out of it again. I want this matter resolved. I'm sitting here with a broken hunk of metal in my house. We spent at least another $450 on oil and service charges to our oil heat we didn't need. My purchase info should be with my tractor supply account. Thank you so much.

  

  Business response

  02/14/2022

  Business Response /* (1000, 10, 2022/02/10) */ Reached out to customer for store's information. Once we have received info, we will contact District Manager to speak with customer and resolve issue. Consumer Response /* (2000, 12, 2022/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) **** U.S. 9, ********** *****, NY 12590 Is the stores info

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On January 17, 2022 I processed an in store pick-up order online (order number **********) in the amount of $192 and I ordered a shipment in the amount of $79.77 with tractor supply on ******* rd in Fayetteville, NC. The money was debited from my account because my checking account debits money that is being held by a merchant. The product I purchased for in store pick-up was not even in stock in the store. The store canceled my order but the money was still being held so I did not have the product or access to $192 of my money. I tried to cancel the order of $79.77 because I found the same product elsewhere for a cheaper price, but since I was attempting to cancel the order over an hour after it was placed, it could not be canceled even though it hadn't shipped yet and was still in processing. Instead I have to let the product be delivered and then process it as a return at a store nearest me. On January 21, 2022 I received a refund of $112.83 while I was expecting a refund of $192. Altogether I have paid tractor supply $192+$192+79.77. Instead of refunding me one payment of $192 (the purchase for an item not in stock), tractor supply charged me $192+79.77 and then a second charge of $79.77 and only refunded me $192-$79.77 which is the $112.83. My complaints are that I was charged for an item not in stock, and also charged twice for an item and I am waiting even more days now to get my money back that should have been a quick refund as soon as the store canceled the order for the item not in stock because a customer should not be able to "buy" a product that is not in stock, and I can't believe I was charged $79.77 twice when I only ordered the product totaling $79.77 once.

  

  Business response

  02/07/2022

  Consumer Response /* (2000, 11, 2022/02/04) */ As of 1PM EST Feb 4, 2022 the issue has been resolved.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Good evening, I tried five times ordering from tractorsupply.com for items that I need. Every time, a confirmation e-mail came saying that my order is placed and processing and that my items will be available for pick-up near the store. After 10 minutes, I received that my order is cancelled (which was 5 times). I am confused on why the items that I need are available on the website and then it is not later on. I can't send an e-mail to their company because they do not have it on their site. The phone number that is listed there, I have tried calling and it does not connect me to any of the customer representatives. I think this company is not reliable and would like to warn other potential customers of not using this site and their service.

  

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/14) */ We apologize for the inventory discrepancy and the issues causes by it. I've reached out to the customer to provide our contact information and advised they call in to verify an item's inventory before placing the order. I've also contacted the team handling online inventory for further resolution. Consumer Response /* (2000, 7, 2022/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction is December 15,2021.I attempted to buy things from the store for $101.42 and my debit card was declined.I then pulled out my wife's credit card and paid for it.That charge went through.The next morning my wife called and told me that we were also charged on my debit card twice.In all we were charged three times.I've called customer service four times since the date of service.The first guy I spoke to told me the two chargers would be refunded the next day at 3** and that didn't happen.The next young lady I called told me it was being taken care of also.The third lady told me it would be 7 to 10 business days on December 17,2021 and still no refund.This last time I called they told me they would send it to the higher up and I would hear from them in 24 hours.So I asked to speak to a manager and get it resolved and all he told me was he would reach out to one of their departments and that I should call my bank to get it resolved.It's been 23 days and still no refund of my own money.I just want to be refunded my $202.84

  

  Business response

  02/17/2022

  Business Response /* (1000, 13, 2022/02/09) */ We've completed internal investigation into this refund. We are showing that all funds were successfully transmitted back to the consumers financial institution. A file has been attached to this case from our internal systems that documents this information. Our internal Sales Audit team have stated the following regarding this concern: Response from: ************* in Sales Audit on 1/7/22 The customer will need to get with a manager at their card holding bank. We adjusted/sent back the funds on 12/17. See card settlement data below. The customer's bank may have to contact their merchant processor directly.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a safe on sale on 11/27. It was due to arrive at the local store on 12/6. I called on 12/7 and was told it had missed the DC (distribution center) truck but would make it that Friday the 10th or the 13th and I would have it that week. I called again the middle of that week (12/17) and they had no record of this call on 12/7. I dealt with a ******** (ref 0244915) who said other local stores had it. It is not my problem to drive further to pick up a product. This is their problem. I told her that was unacceptable. I also sent their CEO an email the same day. Crickets. ******** emailed me a new order number that was a store-to-store transfer. But instead of the local transfer, I was told, it's coming from KY on Conway freight. It was due in 12/24 and since has been sitting in OH and not moved. I have called again today and was told they would have a supervisor call me back within 24 hours. I have also emailed and left a VM for the CEO. They sold a product they did not have in stock and cannot deliver. This is fraud.

  

  Business response

  01/31/2022

  Business Response /* (1000, 8, 2022/01/17) */ A Supervisor is handling this issue with the customer Consumer Response /* (3000, 10, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are still selling items on their site they claim they don't have, which is fraud. IN addition they cannot deliver the product. Business Response /* (4000, 12, 2022/01/21) */ The original safe order was delivered and had damage. Unfortunately we were out of stock online, but still had the item available at select local stores to be purchased in store. Unfortunately, these stores do not fulfill orders to ship, but only orders to pick up and are not located near the customer. This item showed on the website for that reason and is shown as curbside/pickup only availability. The original safe ordered was $299 at the time of the purchase. Due to his experience we offered a different upgraded safe priced at $799.99 for free to the customer. The customer has not paid for shipping and has been refunded for the previous order. The shipping company did have a mix up and we are working diligently with the shipping company to get the safe to the customer. The local service center of the shipping company advised they expect delivery on Tuesday. The customer was contacted by a supervisor 1.21.22 to make him aware of the mix up and advised they were escalating the issue with the leadership team of the shipping company to get this resolved quickly estimated resolution currently is expected by 1.26.22 based on their availability the customer provided for delivery. We feel this issue is being resolved appropriately.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ordered boots on December 15th order # ********** advertised as shipped in 3 days. After it not being shipped by Christmas, I called and requested it to be canceled. I never received an email telling me it had been canceled nor shipped but I am seeing now that it has shipped. I do NOT want to be charged for these boots and I dont want the boots. I have made numerous calls and emails regarding this over the last 16 days and have either gotten no response or the run around. This is terrible customer service.

  

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/15) */ We apologize for the delayed response. The customer submitted a different complaint regarding this same order. Upon research, the customer's order was delivered January 4th so we're unable to cancel at this point. I've followed up with the customer via email and provided the steps necessary to process the refund on their order if they'd still like to do so.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered some boots order #********** as a Christmas gift that were supposed to ship in 3 days. They did not ship and site said it was still processing. The hold on my bank account lifted after about a week. I requested a cancelation but was told to not spend the money in my bank account (I wanted to go buy another pair of boots elsewhere) until I got an email that it was either shipped or canceled. Its ridiculous that I'm still waiting and my money is tied up until someone somewhere honors the cancelation. I was bummed about the missing Christmas gift but I'm angry about having to wait to replace it! I doubt I will order from Tractor supply again because of this.

  

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/14) */ We apologize for the delayed response. Upon research, the customer's order was delivered January 4th so we're unable to cancel at this point. I've followed up with cust via email and provided the steps necessary to process the refund on their order if they'd still like to do so.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11/8/21 came into the store to purchase a few items. While shopping I asked about a small heater. Store clerk gave me the price and mentioned that if I open an act. today, I would get 50.00 off my first perpurchase. I agreed.... When I was checking out I notice that the price didn't drop by 50.00. I asked the clerk, so does the 50.00 come off of my statement? She told me yes. So I received my statement and there was no credit of 50.00 I then called the Corp. number, they then informed me that no you get 50 points. I wasn't given any information about points system and/or was told this. I felt like I was extremely misinformed and tried to talk with a supervisor on several occasions and was only able to have a customer services rep leave an email to have someone contact me. I never received a call or email to discuss my displeasure. I tried 3 times to by calling into the corp. office and was only told that someone will be calling me. I tried to call the local store where I purchase the item and was told that the manager would call me back. I didn't hear from anyone regarding my issue. Today I close the act and still hadn't received a call.

  

  Business response

  01/13/2022

  Business Response /* (1000, 8, 2021/12/21) */ Emailed customer to apologize for experience and issued a gift card. The Store has also been notified so it can be addressed as needed and to help prevent something like this from happening again.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a $500 chicken coop in may. Within 6 months the bottom just fell through. Obviously, it was manufactured defectively. I called corporate and was told by the associate (the call is recorded and there is proof) that I would be receiving a free exchange and that I could disconnect the phone. I was then later told by another employee that they would not honor that even though I was told and expecting an exchange. Horrible craftsmanship of product and horrible customer service

  

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2021/12/13) */ Customer was sent $100 gift card, was advised of 30 day return policy and was advised to reach out to the manufacturer as it was well past our 30 day return policy. Unable to find notes advising the customer we would make and exchange. Consumer Response /* (3000, 7, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The calls are recorded and therefor there is proof that I was told by an associate I would be receiving an exchange. I was also told on three separate occasions I would receive a call back from a manager and never did. The customer service and communication provided by tractor supply is horrendous. Business Response /* (4000, 11, 2022/01/14) */ 1/14/22 BBB Complaint Case# ******** (Ref#XX-XXXXX-********-X-XXXX) This is response to a complaint reference above regarding TSC Online Order# ********** placed on 5/15/21. Our return policy can be found on tractorsupply.com and states: Whether you made your purchase in a Tractor Supply store or online, if you're not completely satisfied with any item you purchased from Tractor Supply, return it to us with proof of purchase within 30 days from the purchase date to exchange or return an item at its original purchase price. All returns require a proof of purchase in order to accurately refund your original purchase price. Our records indicate that the customer did not contact Tractor Supply Customer Solutions Unit until 11/22/21. Our Customer Service Team informed the customer of our 30 return policy. The customer asked that a member of our Leadership Department contact her and she was given a case# **********. The customer was given a $100.00 E-Gift Card under Order# XXXXXXXXXX to help with a temporary fix while she worked with the Manufacturer on the warranty. Our records indicate that the remaining balance on that gift card as of 1/14/22 is $38.74. On 11/30/21 a member of our Leadership Team emailed ************* the following: Please work with the manufacturer for replacement parts under warranty, as the item is outside of Tractor Supply's 30- day return policy. If you need additional assistance, please work with your local Store Manager. The manufacturer can be reached by email at: consumerservices@*******.com or by phone at ************* Please note this customer has the following case numbers notated from calls and emails we have received: **********, **********, **********, ********** We consider this matter resolved. The TSC Customer Solutions Team 5401 Virginia Way, Brentwood, TN XXXXX XXX-XXX-XXXX www.tractorsupply.com Hours of Operation: Mon-Sat 7am-9** CST and Sun 8am-7** CST

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order through tractorsupply.com (Order # **********) for an item that was represented as 'In-stock' on November 27, 2021. Today, December 8, after still not receiving shipping confirmation and multiple calls to TSC Customer Service, I finally reached a Customer Service representative (James) who confirmed that the item showed as 'In-Stock' because the manufacturer had confirmed their order and not because the inventory was available. James was willing to call the manufacturer, who confirmed that they are 4-5 weeks behind meaning the item not only would not ship in the time portrayed during the purchase, but it would not ship before Christmas and the item is a Christmas present. I asked James to cancel my order and to my surprise I was told that that is not an option. The only option is to update the order with the manufacturer so that it delivers to a local store and create a return, meaning that I still get charged for the item, which refund my money once the local store receives it. This is completely unacceptable. TSC has sold an item representing that they have it available and even send a confirmation email that the item will ship within three business days even though it wouldn't ship for 6-7 weeks based on the information provided to me by Tractor Supply today.

  

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/12/12) */ The order has been cancelled. We emailed the customer apologize and advise of cancelled order. The customer should see the the pending authorization fall of within 3-5 business days depending on bank. Consumer Response /* (2000, 7, 2021/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm not sure why it was so easy to cancel the order after the BBB complaint was submitted. If it has been done by the Customer Service agent in the first place, this could have been avoided. Instead, I will accept the outcome and return to only shipping at TSC when it is absolutely necessary.

*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. ↩