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Business Profile

Hardware Sales

Metro Home Hardware Building Centre

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardware Sales.

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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Complaint status

Complaint type

  • Initial Complaint

    Date:07/09/2023

    Type:Product Issues
    Status:
    Unanswered
    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 the discounted ****** Trimmer & Blower combo from the Home Hardware website on 7/31,and pick up at the Metro store, immediately made the payment, and received an email indicating that my mail for pick up would be ready in 2-5 business days.

    After 10 days passed without receiving the pick-up email, I called to inquire on 8/9. ,The Customer service checked and later responded that the store no longer had the stock and that they had to cancel the order. They sent another email, stating that the order was canceled upon my request.

    This combo promotion is something my mother had been waiting for a long time. After the grass in our yard grew tall, she had been using small scissors to trim it, which was quite laborious. She was excited when I made the payment, looking forward to receiving it soon. However, the current outcome is very disappointing. I believe it's unfair for Home Hardware to show stock availability, confirm payment, and then casually cancel the order. The wording also seems to deflect responsibility and cancel the order in the customer's name.

    Business Response

    Date: 05/12/2023

    Good Day ***** ***,

    We are sorry to hear of your experience. I have checked our online recods and we do not have any cancelled or placed orders under the name ***** *** in our system. I also searched using *** and did not find any orders on July 31st, 2023, with this name. The email you received would have an order number included. Our system keeps record of all orders cancelled, perhaps this was placed under a different name and diffrent date. You can email me at *********@************.ca to the attention of **** with a copy of the email you received or your order number as I would like to look further into this.

    Customer Answer

    Date: 11/12/2023

    Thanks for the investigation and response.
    Not sure if there’s some system issue with home hardware store limited. I’ve attached the order#********* that I originally placed, under name ****** *** (Billing: ***** ***) at the date of 2023-07-31. After I patiently waited for 10 days, the order got cancelled due to “Out-of-stock” which was not noted in the first place.
    Please let me know if additional information is needed, I’d be happy to provide. And thank you again for you help.

    Regards,

Metro Home Hardware Building Centre is NOT a BBB Accredited Business.

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