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Business Profile

Home Centers

Mack Foster Building Materials Ltd

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:19/01/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased $214.58 dollars of matching Christmas Lights from **** Richmond on December 14,2023. By January 8th **** one of the matching strands stopped working which cost $49.99.I took my receipt to **** and attempted to exchange the lights for a new string. **** has a 90 day refund/exchange policy. I was told that Christmas items could not be returned after Christmas. A - This is a huge red flag as a consumer. Am I being accused of some wrong doing? The intent of this policy posted in a hand written sign seems clear. I do not want a cash refund. I want a replacement set of lights. I was completely denied. They told me to contact ********, producer of the lights, and execute the warranty. I called Sylvania and was told it was no problem and that I had a 3 year Warranty on the lights I purchased. Upon further inspection the Sylvania rep told me they were out of my specific lights and that I would need to ship the lights to them in ******** *** AT MY EXPENSE. This is a large set of exterior Christmas lights weighing approximately 8lbs. That would cost me almost the entire purchase price of the item. B - Another major red flag as a consumer. I already paid for this warranty. They know the price of shipping will basically wipe out any reason to warranty the item. So is this even a warranty? I paid for something and all I am left with is a set of lights that should work for ****** hours but lasted only 3.5 weeks.**** ***** ******* ***** **** ******* *** ******. * ** ***** ******* ****** *** **** ********* ** ***** ***** I purchased a product and I want it to work and if it doesn't I want the corporations involved to stand by their products and satisfy me as a customer. Otherwise this simply feels like sanctioned thievery.Please help me make this right. * ****** ** *** **** ******** ***** ***** **** **** ********** ****** ********* *** ******* **** ********** ******* *********

    Business Response

    Date: 01/02/2024

    At this time we are unlikely to have stock of this seasonal item.  If that is the case we will offer the customer a full refund instead. I will ensure the staff has a better understanding of the return policy around Christmas decor items -  defective lights would not fall under Christmas decor and an exchange or refund should have been offered.

Mack Foster Building Materials Ltd is NOT a BBB Accredited Business.

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