ComplaintsforTractor Supply Company, Inc.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered some herb plants and fertilizer on October 21, 2021. They were ordered from the main website, tractor supply.com, and I never received these plants. On November 14 I received an email from a Brentwood address asking me if I still wanted these plants and informed me that if I did that they were ready for pickup at a location in Murfreesboro and that if I didn't to please contact them and they would cancel the order. I contacted them twice, once by email and once by phone, and informed them that I didn't want them as I had wanted them to be shipped to my house and since they didn't I had found them elsewhere and that the plants from the other business had shipped them to my house as I had wanted Tractor Supply to do and they hadn't done so. As such I asked for a refund both by phone and by email and was informed that they would refund my money to the card that I used to place the order. To this day, December 2, 2021, I have received no further correspondence nor my refund.

  

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/12/03) */ Found refund was initiated for customer on 12/3. Customer should see refund back in account within 3-5 business days depending on bank.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On November 20th 2021 I made an online purchase for boots that were on sale for $99. My order number is **********. They were supposed to ship within 3 days. After about 12 days I received an email indicating my order was canceled. When calling to inquire about my order they had canceled the gentleman told me that they had run out of stock in that item. Although the online still indicated they had availability but at regular price. I asked him can you place an order for me based on the online availability and honor the sale price for the order I already had that they had canceled. He said they were not able to honor that sale price and that I would just lose out on the sale. So they offered an item for sale, allow a person to purchase it, don't fulfill the order, and then allow them now to purchase it online at full price. Nice scam.

  

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/12/03) */ Emailed customer to apologize for experience and sent egift card Consumer Response /* (2000, 7, 2021/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are compensating me for the difference between the sale price and regular price if I would like to order the item or like item that is available in stock.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered a pair of boots on 11/13/2021. TSC held total of $146.13 for entire time while transaction was "processing." Called and requested to cancel order multiple times. No help given after being told lies and being hung up on. Attempted to contact via emailing service, made multiple responses. No response given at all.

  

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/12/11) */ We were able to successfully cancel the order. We have emailed the customer to advise that his order has been cancel and the pending authorization hold should fall off within 3-5 business days depending on the bank.

• Initial Complaint

  11/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a pellet stove online that said was in stock and that I could pick up in 4 days (Tuesday). They advertise 24 months 0 percent Apr so I chose that route.  Now they're saying it's out of stock and don't know when it'll be back.  So now I have a hard pull on my credit report because of their negligence and still don't have a stove. 

  

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/11/30) */ The customer contacted our customer solutions team on 11/24 and 11/26. He was informed as to why his order canceled, which was due to a billing issue with the information that the customer provided when placing the order. He was also informed that the hold on his card would drop within several business days. No attempt to have a new order placed was made with our customer service representatives either time he called which would have provided a resolution to this complaint. Consumer Response /* (3000, 7, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is incorrect. I stated that I would be happy with the stove I originally ordered if it were in stock OR a comparable one for the same price. I was told there were no comparable ones and that there was nothing they could do for me. As for the hard pull on my credit it is still on my credit report which has dropped 7 points since the inquiry was made. Business Response /* (4000, 10, 2021/12/02) */ We have informed the customer as to why the order cancelled. We have no control over if an order cancels due to the billing information. The hold on the order will be dropped 3-5 business days after cancellation. We confirmed with a Team Lead that we only place a hold on account, and have no control over the hard pull on his credit card. We offered to check for new stoves, however we did not have any in stock at the time. Consumer Response /* (4200, 12, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) You may not have control over the hard pull as that's how financing works however you do have an obligation to make sure your inventory is correct and that your website is up to date and current. I have NEVER had this happen with any other company. There are numerous businesses out there such as ************************************************ etc. That have no problem keeping their websites current with their inventory status. Yet for some reason TSC cannot. My issue is that you push financing and advertise it heavily yet after the hard pull is made and the line of credit is issued the customer finds out your website is not even close to up to date on current inventory and can't fulfill the item ordered. Yes the order was cancelled due to billing issues however it was YOUR team member that told me it would have been cancelled anyway due to the item being out of stock with no estimate as to when it would be in stock. Check the recording. If your website was accurate and it stated the item was out of stock I would have simply moved on and this headache wouldn't have happened. For tsc to not acknowledge and accept being at fault in this situation is absurd. If you want this to all go away perhaps you could simply issue me a voucher for the stove at the price I tried to purchase it at and notify me when you have it in stock.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  purchased a item returned it very next day was told a refund was issued to card used but it has not been issued contacted store and stroe salutions dept and also spoke to my bank and nothing has been refunded and all i want is my money they keep making excuses need help getting my refund becuase they keep making excuses

  

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/08) */ Found we had a technical issue in October regarding our refunds. Customer's refund went out today and customer was advised should see refund in 3-5 days depending on bank.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I place an order (#**********) on 9/14/21 online for a ******* Generator ******* SKU#*******. The website and the confirmation email said that it would be shipped in 2 days. It has now been 6 weeks and the order still says processing. I contact tractor supply 4 times using their contact us form on their website. The first time I received a response and I was told they didn't have an answer as to when the item is coming. The 2nd and 3rd time I wrote I failed to get a response. I have now sent another message to the company looking for a response. I would like to receive some communication from Tractor Supply telling me when I can expect this item and then I can make a decision as to whether I want to keep or cancel this pending order. To add insult to injury....up until recently the website still said the item would ship in 2 days. As of today the item appears to be removed from the website.

  

  Business response

  10/31/2021

  Business Response /* (1000, 5, 2021/10/31) */ Checked order status and see that the vendor has stated it is expected to ship on 11/05. Emailed customer to advise of expected ship date. Consumer Response /* (3000, 12, 2021/11/09) */ Item never shipped on 11/5 as indicated by the company. When I contacted the company again to ask that they check into why the vendor did not ship the item on 11/5 they seemed indifferent and just stated that they do not get answers from the vendor. They also said they can try to cancel the order but since it is already with the vendor they can't guarantee the order will get cancelled. Business Response /* (4000, 14, 2021/11/18) */ Emailed customer and advised showing delivered today and to let us know if the order has still not been received.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 Kayaks on June 15. They got there at the end of June. One came with a hole in the gunnel. Which meant I couldn't use it. So I had to call and have the first returned and the second needed to come out. They literally didn't deliver that Kayak until the end of July. I work. The summer is almost over by that point. You can see from my pictures I have been working on this SINCE mid June and It's about to be November and they PROMISE I'll hear from them by tomorrow but I'm done. This is stupid. Worst customer service EVER. BEWARE.

  

  Business response

  11/22/2021

  Business Response /* (1000, 8, 2021/11/13) */ Customer has been returned for the one kayak. The return was processed on 11/11 and the refund will take between 3-5 business days for the refund to process. We have informed the customer of this refund.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/9/21 I ordered gloves& hat from tractor supply,They took my money,didn't send email with order info,I looked up order,It said hat (processing)still says it today10/19/21,I've emailed (customer care) many times since looking at order on website to cancel and return my money since item is processing? No answer to this day,I want my hard earned money back so I can get winter items,I'm old,disabled,retired cop shutin,I have food,meds and phone Dr.visits,I only go to mail box,I don't know what's wrong with these folks but I wanted to support local businesses,Wow did I pick the wrong one,Please help me get some answers from these folks,They sure won't answer me,Maybe they will listen to you.I think they owe me an apology to,They didn't have a problem taking my money.Order#**********,$46.64 Thank you and good luck.

  

  Business response

  11/22/2021

  Business Response /* (1000, 10, 2021/11/13) */ The customer was refunded for this item on 10/23. Customer was informed the refund was processed.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I applied for credit card I was to receive 60 dollar credit or gift card within thirty days which I never received

  

  Business response

  09/23/2021

  Business Response /* (1000, 5, 2021/09/16) */ A $60 e gift card, Order # ********** was made and emailed to the customer.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a **** Zero turn lawn mower from TSC online on August 20, 2021 and paid $152.99 to have the tractor shipped to my home on August 27, 2021 between 12PM-4PM. On 8/27, I receive a call from XPO (the shipping company) to schedule delivery the following Monday. I was not available the following week but made arrangements to have someone there to accept delivery. The mower was delivered on 8/30/21. It was place on my driveway in front of my garage, wrapped in plastic. We unpacked the tractor later that evening to find that it was on a metal crate which according to the label, weighs 694 lbs. to date, we have called TSC multiple times (ref#*******) over the course of the past 10 days (on 8/30, 8/31, 9/1, 9/3 & 9/7) and to date, have received no resolution. I have no way to move this item and have no use of a portion of my drive or garage. I have asked on multiple occasions, both via phone and email to have the escalated with no luck.

  

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/09/17) */ We have worked with the customer's local store manager Harry at the Pickerington, OH location to have the crate picked up from the customer's residence. Consumer Response /* (2000, 7, 2021/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩