Complaints

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.

• Initial Complaint

  Date:31/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Good Afternoon
  
  On July 26th of last week on was searching online for some seasonal items and happened upon the Kent Building Supplies website and was interested in their seasonal clearance page. It listed some 1900 items for sale and although some were available to be picked up at the local store , some were available online only. Some showed not available at all and I surmised that this sale could have be on for a day or two and had sold out.
  
  There were many items that I was interested in and the prices were in some cases very good. I spent an hour or two searching through it all and decided upon 74 items and in some cases
  such as bird feeders, I purchased several. When finalizing my purchase I was a little surprised at the 50.00 shipping charge but I still figured that it would be worth it.
  
  The total with shipping and taxes totalled almost 400.00 dollars. After the purchase was completed, a "pop up" advised that I would be contacted the next day to confirm the time of arrival.
  
  On the July 27th, I received a telephone message advising that the truck would deliver the items on Friday July 28th in the afternoon. I waited for the delivery all afternoon but nothing was delivered.
  
  I called on Monday morning (July 31 st) to see what had happened and was told that they would look into it and return my call. I was called within 10 minutes to say that they had bad news. None of the items that I had paid for were available and there was nothing that they could do. They suggested that I contact their E Com department at 877-445-3527 which I did and spoke to ***** who identified as the Manager.
  
  ***** said that they had a problem with the site for some time and they would not honour the purchase agreement. She also said that they have a team working on it for a while now. She offered no compensation or resolution, only that she was sorry.
  
  I asked her since this is a known issue, why a warning was not posted on the site about the availability of shipped items.

  Business Response

  Date: 22/08/2023

  Unfortunately, there's nothing I can really say about this complaint myself this has to do with our online/e-commerce division of Kent building supplies. Here at 50 Moncton St. we are just a retail store. This would be held out of the e-commerce division out of St. John if you would like, I can give you the contact of the best person to reach out to about this matter.
  
  

  We do have a warehouse within the back of the store that delivers for the E-Comm customers, but this is a separate entity that just happens to be within this location like I said, we look after, and the store manager looks after the retail store. So when a customer gets a parcel, it will have our location as the delivery address but they will have a phone number that leads them to the E-COM customer support but a lot of the times the customer will just Google the address on the box, and of course, on Google it is the phone number of our retail location. A bit confusing, but think of it as a business within a business.

  
  

  But what I do remember about this complaint if I am correct, is that the 74 items of clearance that he was buying were out of multiple different stores, some, including Newfoundland and Labrador. If I remember correctly none of them were in a centralized area.

  
  

  Assistant Store Manager,Kent Building Supplies

  Customer Answer

  Date: 22/08/2023

   I am rejecting this response because:

  Accepting no responsibility for the issues raised is not a response from a customer focused business. Kent building supplies (********) response is not inline

  with the expectations of todays online shopper. This should have been forwarded internally to the appropriate department ( Manager) for handling. The facts remain that they are selling products online

  and not supporting the sale with the products purchased. My credit card was charged and it was not until a week later that the refund was processed. The website does not inform customers of the issues they have or advise

  that they will not supply the items that they advertised for sale. This company has failed to meet even the lowest bar of customer service and they seem amused that a customer would expect more.

   

  
  

  Customer Answer

  Date: 22/08/2023

   I am rejecting this response because:

  Accepting no responsibility for the issues raised is not a response from a customer focused business. Kent building supplies (********) response is not inline

  with the expectations of todays online shopper. This should have been forwarded internally to the appropriate department ( Manager) for handling. The facts remain that they are selling products online

  and not supporting the sale with the products purchased. My credit card was charged and it was not until a week later that the refund was processed. The website does not inform customers of the issues they have or advise

  that they will not supply the items that they advertised for sale. This company has failed to meet even the lowest bar of customer service and they seem amused that a customer would expect more.

   

  
  

  Business Response

  Date: 31/08/2023

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

  
  

  He would be the best person to reach out to with this matter. He is the Operational lead for Kent E-Comm.

  
  

  All The Best,

  ****** *****