ComplaintsforBlain's Farm & Fleet

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 06/18/24 I placed an online order, order #******** for $84.37. I received an email 06/20/24 that it shipped via ***** (tracking ************). I then received an update from ***** saying it was damaged in transit and being returned to the shipper. I called on 06/21/24 at 4:58pm to ask what was going to happen and was asked if I wanted a replacement or a refund, I said a refund . I messaged in on 06/22/24 to find out what was going on with my refund and was told on 06/23/24:Thank you for reaching out to Blain's Farm & Fleet. I am so sorry to hear your order got sent back to us due to damage. The shipment is out for delivery to our returns department. Once we have processed the return, we will be able to issue your refund. Please know all refunds take roughly 2-4 business days to post back to your original payment account. I apologize for any inconvenience this may have caused you. If you have any further questions, please reply to this email, and I will be happy to assist you.?Sincerely,******* Customer *********************************************?I responded I was frustrated with that since I never had possession of my order. The order was delivered back to farm & fleet 06/24/24. I called 07/15/24 and the lady couldnt find my order. I called 07/16/24and was spoke to extremely rudely which I asked for a supervisor. She said they couldnt refund me until the other department said it was received. This is all unacceptable, the way I was talked to and that I have no refund for an order I have never received.

  Business response

  07/22/2024

  Our associate initially believed Ms. ***** would receive a refund once the items were returned. However, we've since clarified our return process regarding refunds going back to the shipping store versus the DC.
  we have reached out to ************** via voicemail and is also sending an email containing an apology, an explanation, and confirmation that we've credited her Rewards account with additional points. This means she now has two $25 gift cards as compensation for any inconvenience caused.

  Customer response

  07/22/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Upon checking out 5 minutes before closing the Assistant manager was not only hogging the only available checkout lane to scan random items after he RUDLY ordered one of the employees to go open another register. Not only that when the register opened he made direct eye contact with me (as I am already backing out to go to this next checkout lane) he DIRECTS me to the next lane over with his hand. Like livestock. This assistant manager is EXTREMELY rude to his employees, Treating them like subordinate robots rather than individual people, he also treated many customers with snarky comments and remarks upon entry. (Happened 06/27/24 7:50 through 7:55)

  Business response

  06/28/2024

  I had a great conversation with ***** over the phone. He shared his concerns, and I reassured him this is not the culture we want at Blain's. I have reached out to the store manager to address this with the assistant manager. This has been resolved. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an item and the date the item was eligible for return was printed on the receipt, which is may 8th 2024. The day we went to return the product for defect was April 30th, 2024. They then told us that that product only had a 30-day return policy, which was not posted anywhere at the time of the attempted return. When I asked about the date on the receipt they told us it only applies to other merchandise, which the item in question is the only item on the receipt. I asked them if falsely advertising a return date was company policy and they no longer chose to speak to me.

  Customer response

  05/01/2024

  The company in question contacted me after I filed the complaint and accepted the return once the customer ********************** representative told the manager that I intended to file a complaint. We have received the refund and no other action is required. 

  
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January I purchased a couple of winter coats. At first I thought the employee assisting me was great and then the employee at the register as well. I went to the front to give a commendation to both employees and said I would reach out to the corporate office to share the commendation. I then went back to the same employee that I had just commended and he was walking by with another employee carrying on a personal conversation. I said "sir, can I ask you one last question" and they both stopped and also stopped talking, but didn't turnaround toward me, so I asked again. He did turnaround but his tone and non verbal communication said he was frustrated with me. I still sent in the commendation on him. However, with Blain's I have discovered over the last 5 years that they really do nothing with commendations, so I tried to reach someone in management. When I was not successful, I decided to stop shopping there in light of what happened in the store and management not really caring about customers. This began in January and it is now mid March without a real resolution. The two employees at customer ********************** said that they removed me from their system but that I needed to remove myself from "retail me not" which I had done. I still was receiving sales emails and US mailed sales, and these two same employees kept saying they did everything they could. I called the local store manager and she said she would have their manager call me. Instead of her calling me, she had one of the same two employees call me again. This time, while we were talking she said "oh, I see we didn't remove you from one of the flyers. They had also said it can take 2 months for it to take effect, which is ridiculous. I then wrote to their President and the email when through but I didn't receive anything back. I had also contacted their Director of ******************* and the email went through. I didn't hear back so I tried again and he had blocked me the on 2nd attempt.

  Business response

  03/20/2024

  I apologize for ********************' dissatisfaction with our response to his issue. He communicated with multiple members of our company seeking resolution. As of now, he has been removed from all further communication, and I believe the matter has been resolved.

  Customer response

  03/20/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1-13-24 for went into the ********* **** farm and fleet to have shocks and struts put on our Van. After half the day we got notified it was done so we picked it up. I noticed at the desk it said the alignment on the driver front wasnt green. I asked the tech if that was normal he said sometimes the printer prints different than the screen. So I drive home and it sounds like the driver door is gonna fall off and we are pulling to the left. So I call the ask me to bring it up next saturday after talking to the manager of the shop. So we bring it up and are told the tech had left the top bolt on the shock loose and they fixed the alignment. So we are driving home and now there is a noise in the passenger front every once in a while. So I call and talk to the manager again and asked if everything else was looked at because of the techs error he saidI assume so so he lied to me and I asked to speak to the store manager and ended up with the regional manager and set up a time to meet in ****** ** farm and fleet. After they checked it out I was told the passenger shock was put on upside down and now the wheel bearing is bad and in regards to the noise in the front Im told its the bracket for the caliper. So I order parts and go to replace the bracket on 2-10-24 and find out that 1 of the 4 retainers that holds the brake pad in is missing. And the caliper bracket has to be removed for the strut to be installed. So many errors were made on our van and have had to make repaires due to it not being completed right the first two times it was looked at or supposedly fixed. We had no odd noises prior to them working on it. Only reason we thought the parts needed replaced was because we put new tires on 12-30-23 and in their inspection they said it looked like those parts needed replaced and gave us a quote and we went with it because the did good on installing the tires. Didnt know it was going to be a over month long issue.

  Business response

  02/26/2024

  The Regional Service Center manager has been working directly with ******************.  He is out on medical leave but is working with others on the team to rectify this situation directly with ******************.  Thank you.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unit, snow blower, was purchased with standard terms and conditions which included 60 day refund policy and 3 year warranty. An incident occurred when using the blower as this unit stuck in reverse gear forcing me into a snow bank where I fell and was trapped for 2-3 minutes. I requested a refund but Manager advised me that snow blowers were not included in refund policy and has denied such. His claim is that once fuel is added to tank the unit will not be refunded because it cannot be sold as new. If this is true then they delivered me a used snow blower. This unit has a tendency to stick in run condition once temperature goes below freezing and takes quite a time to thaw. I just don't feel I can trust this product in cold weather.

  Business response

  01/31/2024

  I am so sorry to hear that there were issues with using the snow blower. I understand that when there are issues the first reaction is to return the product. However, since this is a gas-powered machine and has been used instead of returning the product, we first would like the opportunity to inspect the machine and fix it. We offer free service on machines purchased at our establishment. Please contact the small engine department at your convenience to schedule an appointment for our small engine expert *** to look at your snowblower. Thank you.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a salt and pepper set online from Blain's and received it yesterday. They sent me only the pepper shaker. When I inquired, they said the price was for each shaker, not the set. Their add says it is a salt _and_ pepper SET. In fine print with an asterisk, it says the price is for one item. Since this is a set, one item could be interpreted as the complete set. They are refusing to make this right and refusing to send me a salt shaker for this set. Here is the link for the website listing: ********************************************************************************************************************** I view this as a bait and switch situation. I don't believe you can advertise in this way and add in small print with an asterisk (which, by the way, has no corresponding asterisk in the body of the listing) and negate the other prominent language in the ad. I am only seeking the salt shaker to satisfactorily resolve this matter. I emailed a customer ********************** agent who refused to send me a salt shaker. I tried to call on the customer ********************** line, but no one ever answered. Thank you for your assistance in this matter.

  Customer response

  01/25/2024

  Re Complaint # ******** After filing my complaint, a customer ********************** representative contacted me and said the company would be sending me the salt shaker. As a result, I wish to withdraw the above complaint. I appreciate your assistance with this matter, but see no reason to pursue it any further since I am satisfied with the resolution.

  
  

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/21/2024 I took my vehicle in for tires and alignment they told me it was going to take 2 hrs ended up taking 3 whe. I get the vehicle back the alignment wasnt properly done after talking with the so called technician and store manager they told me there nothing they could do for me a refused to refund me the $100 for the alignment they also sold me on tpms senor hardware which is not replaceable on my vehicle

  Business response

  01/22/2024

  I spoke with ****** the Service Center Manager and he spoke to ****************** this morning and they are rectifying the issue in the store. Please reach back out if you are not able to come to a resolution. 

  Customer response

  01/22/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Blains Farm & Fleet changed my oil and plugged a hole in my tire on 11/29. Less than 48 hours later, my car stalled on the side of ******* Dr. (a very busy road). My vehicle was initially taken to Blains but then had to be towed to *********** Dealership. It was confirmed by the dealership that the staff member at Blains did not remove the plugs from the oil filter kits made for my vehicle. My car was starved of oil and eventually, a plug was sucked up into my engine. Gaskets, my starter and engine were completely destroyed. I had been in touch with the service manager, ***, regarding the incident. He seemed to insinuate that I was lying but turned over the information to ******************* ****, the insurance provider, got in touch with me within a day. I received all of the documentation from ******* and email it to her. I requested reimbursement for towing bills and a rental car, as well as them paying for the damage that they caused to my vehicle. **** never gave me a solid answer, but always said she had to review my case and numbers. After over a week, they had an adjuster ***** my vehicle. I got in touch with the adjuster a few days after his visit with my car and he informed me that it was 100% Blains fault and my case had been approved for repair. He also stated that Blains was fighting tooth and nail but there was no denying what they had done. I finally got my car back on 12/29. But not because it took a month to fix my car, they didnt start on my car until the third week of December. Everything was prolonged due to ****************************** trying to fight me.Blains did pay for my vehicle to be fixed.But I am requesting reimbursement for my towing bills, my car insurance and car payment for the month of December (because I didnt even have my vehicle to use) and for half of my rental car fee.Not only was I inconvenienced by the staff members careless mistake, but I was out in a dangerous situation when my car stalled. No one has apologized to me.

  Business response

  01/02/2024

  We send our apologies that this incident occurred. **** is correct in stating that we have covered all expenses for her repairs.  ********************* will also be refunding her the towing fees and rental car fees. However, since her car payment and insurance are normal monthly expenses, this is not covered. 

  Customer response

  01/02/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Online purchased a ******* arctic jacket on 12/3/2023. Found out today, 12/19/23, that Blains did not put my street name on the package so it was delivered back to them today. I called customer ********************** at 8:30 this morning and told the woman that I need to have the item found and overnighted to me because I need it for 12/22/23. She said she would pass the info on. By 1pm I had not heard back from Blaine so I called Customer ********************** back. I reiterated what happened. ***** said that it takes ***** hours for someone to look in to a problem. I said I do not have ***** hours. I said I need to talk to the shipping Mgr so he can find the item and overnight it. ***** said he doesnt have their phone number nor any other number for escalation of my issue. No supervisor, no Mgr, nothing. In other words, there is no customer **********************. These people take your number and thats it. The icing on the cake was when ***** told me they are having a lot of problems like this with orders so he doubts anyone will look at this in time for me to get the item I ordered on DECEMBER 3rd!!!! No apologies. Nothing. That jacket was my sons Christmas gift. Now he has nothing. All because of Blains incompetence and zero customer **********************.

  Business response

  12/19/2023

  I am very sorry to hear of the issue this customer is facing. I see when she entered her address on the website, she didn't fully put in the street name.  We do have an address verification on the site as well that was bypassed when the order was placed. Therefore, the shipping carrier sent it to the address that was entered on the order.  My apologies that our shipping department did not catch this.  I do see that the customer worked with **** today in customer ********************** and is giving her a full refund. We do have an escalation process that I am sorry was not followed in this situation. I will be sure this associate knows how to escalate any issues going forward. Thank you for giving us the chance to make this up to you. 

  Customer response

  12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  it is Blains shipping departments  responsibility to check for address completion. I put my complete address in. The same address was used for billing and they had no problem charging my card with the address!   *****, in customer **********************, said they were having problems with customers products getting returned. So clearly this is a Company problem. Blain did NOT refund my money in its entirety.  They kept the shipping charge!  Terrible lack of customer ********************** and incompetent shipping personnel. Everyones order that was returned to sender, including mine, should have shipping refunded!  
  
  Regards,
  
  *************************

  Business response

  12/19/2023

  I checked with **** that handled this issue and she did refund your shipping charges this morning, You will see that refund in the next 3-5 business days. My apologies that it was not refunded when we refunded the jacket. I do apologize for the miscommunication. As a safety measure we do ask to verify your address when it is entered at the time of the order. I attached an example of what you received when placing this order.  Since you did not edit the address, we shipped it to the address you gave us. In the future, please make certain you verify the shipping address before proceeding. 

*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. ↩