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:02/11/2024

  Type:Service or Repair 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.

  I bought this Vacuum on Saturday we took it home in a box it looked like it was never opened. In getting it home and put together it was definitely used and after we put it together it would not work. I took it back to the store I did Id not have the receipt, so I left the vacuum it was worthless to me. Later that night I found the receipt and took it to I the store the next day. I wanted this credited back on my card since I was told I had 48 hours to bring it back nothing was said about store credit only that I had 48 hours to bring it back. I want the cash or on my credit card that was used.

  Business Response

  Date: 02/15/2024

  Tell us why here...Monday, February 14, 2024
  Dear Better Business Bureau,
  Case Number: 21278233
  I trust this correspondence finds you well. We appreciate your role in facilitating fair business practices and addressing customer concerns. We are writing in response to the complaint filed by *********************************** regarding our store return policy. 
  We do understand ********* is dissatisfied with our return options and we apologize for any inconvenience this may have caused. Our store is a liquidation store meaning we receive returned or discontinued merchandise. We try to exceed in all levels of performance and customer relations/ satisfaction. We understand your frustration and value your feedback. During any in store visits customers are able to test all testable merchandise in the designated testing area(counter space and outlets provided). Customers and staff are also allowed to open merchandise to examine items as not all merchandise is new. 
  Thank you for bringing to our attention that your initial attempt for return was unsuccessful due to not presenting a receipt. We do apologize but like any traditional store we are not able to accept exchanges or credit to be issued with no proof of payment. Without a receipt we are unable to identify how much was paid for the item in question you are requesting credit for. Or if the item was even purchased from our store. The receipt is necessary due to it confirming the item was purchased and the amount it was purchased for. We do require a receipt for any return to be processed. We also state this outside our entrance door, in front of all registers,and right on top of payment machines. We even circle this policy right in front of each paying customer on their receipt.
  
  
   Our return policy does specify a 48-hour window for exchanges or store credit with a receipt. However, we strive to address customer concerns and will consider making more signs regarding our policy.Our goal is to ensure customer satisfaction, and we'll further work towards meeting expectations.

• Initial Complaint

  Date:01/10/2024

  Type:Product 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.

  I purchased a refrigerator. I was told prior to purchase I had a 3 day window to return if the item wasnt working, and a 1 year warranty to fix and issues with it. After purchase, the cashier printed the receipt which read the refund was only for store credit (not what they told me!). The store suggested a mover to help move it to my house. After it got moved (which their mover also damaged the exterior or the fridge while doing so) we had it professionally installed and the fridge will not work at all. It will not turn on. The managers at the store reuse to refund or take the fridge back. They are extremely hostile. I want the fridge removed from my house and a full refund for the defective item.

  Business Response

  Date: 01/29/2024

  Letter response provided by attached file along with any further proof of transaction condition.

  Customer Answer

  Date: 01/31/2024

   I am rejecting this response because:
  
  ******** and *************************** utterly reject all claims that the damage to fridge (not only cosmetic, but operational) were done after the purchase and delivery. The business response that ******** had a completely different conversation with the manager at the store was false. All claims by the married couple were as follows:

  1. You told us we had 3 days to return the fridge if it wasn't working

  2. We tried to return the fridge, and then found after the transaction that they only accept store credits 

  3. They refused even a store credit upon trying to return

  4. The refrigerator had problems cooling, it hums so loud you can hear it three rooms over, and the water and ice machine are non-operational

  5. The couple was told the fridge was brand new open box, and upon calling ******* the fridge was not in fact new and was outside company warranty, causing hours and hours of headache to have ******* service the fridge to make it operational, and it still isn't fully operational.

  6. Lucky Day Liquidation told the couple that the store offered a 1 year warranty for any and all repairs. When several phone calls and voicemails went unanswered for requests for service to the fridge for OPERATION ISSUES (not cosmetic) there was zero correspondence from the store.

  We believe we were sold a used fridge outside of warranty with no possibly of return which is unethical, and bad business. Other consumers deserve to be warned about their bad business practices and lying deceitfulness.

   

   

  Business Response

  Date: 02/05/2024

  Response included in document 

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  On 01/30/2023, I found an ad on OfferUp for an Igloo. I messaged the ad and come to find out, it was a business named Lucky Day Liquidation. Someone replied back stating that the Igloo was available and included the business address and business hours. Fifteen to twenty minutes later, I arrived at the business and located the Igloo in question. I asked the cashier if I can purchase the Igloo and the cashier stated that a worker named "****" was going to purchase the Igloo. He then proceeded to talk on a walkie talkie asking **** if he was still going to purchase it. Someone got on the radio and said that **** is going to purchase it. That's when the cashier proceeded to tell me that it wasn't available. I asked the cashier why did someone message me that it was available if it wasn't and that's when the cashier said miscommunication.

  Business Response

  Date: 02/08/2023

  Thank You ***** ***** for bringing the issue to our attention. Our apologies for any inconvenience or frustration this miscommunication may have caused you. If you like we can give you a call the next time the same item is back in our store and give you a 24 hour window to purchase it.

  We have multiple people managing the OfferUp listings which are usually offsite and will never guarantee or hold an item for a potential customer. We do our best to let everyone know our policy is first come first serve. We can post an item on our social media and it gets sold within minutes if not seconds of posting if they are present at the store during posting. A good deal won’t last long.

  We do take care of our employees as they work hard, so yes they are given first opportunity before other customers. This happens before a customer gets a chance to physically see the item.  We tell everyone on OfferUp that it is first come first serve.  Again we are sorry for any miscommunication however nothing would have changed as we get dozens of offers online for no one to show up. We never guarantee availability on OfferUp, this can only be done in person.

   

  Our details of the matter is as follows:

  At 1:29pm, Jan 30 user name on OfferUp **** sent standard message stating “Hi, Is this still available?”

  The  OfferUp person responded to the potential customer with “Yes it is still available and is first come first server come see us at *** ** **** ***** ******* *A our hours are from 9 to 7 everyday”. 

  This has been our standard response as we get a ton of messages from all over and want them to come in to make sure it’s still available by the time they arrive at the store as some things do not last long.

  The potential customer went to our busy liquidation store and located the igloo in the staff only area part of the tech area. Mr. ***** found it was not available anymore because another employee already set it aside in the staff only area.  The employee asked about the igloo on the radio for all employees to hear one of our managers responded that the igloo was set aside earlier for an employee who was busy working in the back with him.

  The second message received by Offerup username ****, was at 3pm.

  Potential customer (****) sent a message on OfferUp stating “The guy at the register said I couldn’t purchase it because a worker named “Will-leave-name-out” was going to buy it!  What kind of customer service is this?  I’ll be filing a complaint with the Better Business Bureau and City of Clovis!”

  Luckyday offsite person responded “Sorry ****. When I responded I was not aware of this as I’m not at the store and can see its visibly there. It is still first come first serve.” Referring to seeing the igloo product on remote security camera.

  **** responded “including employees??”.

  At 4:09pm LuckyDay Liquidation offsite person responded “I can’t speak for the boss but I don’t see why not if they are working.  It seemed to have been set aside before you showed up.   They would pay at the end of their shift.”

  The LuckyDay offsite person then added on OfferUp “Again sorry for the misunderstanding but as you can see the place can get busy.  I normally would always suggest going in to confirm it’s still if no one at the store confirms here.  Camera showed it was there, just not available .  We do get these from time to time and they even make it in the bins for $12.  Hope you took a look around as we barely post a fraction of the items we get in the tech area.”

  
  

  P.S. If you need anything else to resolve this matter we will gladly comply as we feel nothing was done wrong in the matter, just a miscommunication.