Complaints

This profile includes complaints for Outdoor Supply Hardware's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Outdoor Supply Hardware

  1550 Canyon Rd Moraga, CA 94556

• 

  Outdoor Supply Hardware

  1025 Ashby Street Berkeley, CA 94710

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:07/25/2024

  Type:Service or Repair 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.

  I purchased a stihl weedeater on 5/26 during their anniversary sale. I think the signs they had were extremely deceptive. Signs were posted in store showing the one side stating 20% off everything in store. Of course when I was at the register they said excluding *****. Feeling a little of the bait and switch I was already there an purchased item. Within the first week of using I brought back complaining that the self threading twine would not retract making it a pain to undo and pull the line through. They pulled it apart and said the twine was fused together. I took it home and it did it again. Machine sat in my garage for over month and half before bringing it back on Monday the 22st. I left the spool in the same condition so they could see that the fusing of the plastic line was an ongoing issue. When the wheel turns at high speed it heats up and the plastic line fuses together. Clearly a manufactures defeat. They accepted the weedeater and said that i had a valid issue and that they would return when the manager gets back in to the store. They said they can access my receipt by my name. Its been a week and several attempts and not a call back or a return to my credit card. I was clearly under the impression when they accepted my weedeater that out of good faith it would be returned. I've enclosed the receipt. If there is any question about dropping off the unit it was 7/22 at service desk at 5:00PM with a spool of line that I do not want and should be included in the return. I prepared to escalate this if we are not able to resolve at this level

  Business Response

  Date: 07/29/2024

  Hello, 
  
  In response to Complaint ********, a full refund has been processed for the Stihl Trimmer purchased by Mr. ********* on 5/26. A copy of the return is attached.

  Mr ********** recollection of the events differs quite a bit from what the Stores A/V system shows. When the complainant first attempted to return the trimmer, the manager explained all sales of *********** equipment are final and the customer would need to go through Stihls Warranty process if he wanted it repaired. Also explained, damage caused by misuse would not be covered and he would be responsible for the cost of repair. The Complainant's reaction to hearing this was to place the trimmer on the ground, while exclaiming "...throw the **** trimmer in the garbage then! I don't want it!". Immediately following his statement, Mr. ********* left the store. At no point in time during that interaction did the manager on duty willingly accept the trimmer from the customer and promise a return of the purchase. As a result of the complainant leaving as he did, the store was left without contact information for the complainant. As a result, we began the warranty process for the customer in the hopes cooler heads would prevail, as we were confident the issue described by the customer was caused by something damaged in the unit. Upon inspection it was discovered a vital piece to the functionality of the line feed system was missing, preventing the trimming line from feeding. The customers diagnosis of fusing, was not the issue preventing line from feeding nor was it heat from spinning. Also, reviewing the stores caller ID history, from the date that the trimmer was left by Mr. ********* to the date the complaint was received, Mr. *********s name does not appear at anytime. Unless he called from a blocked number or a phone his name is not connected with, there was no attempts from the complainant to contact the store after leaving the trimmer.  

  As for the claim of "bait and switch" all marketing material had an asterisk included, indicating there were exclusions and a list of those exclusions were printed at the bottom of the Flyer, included in the complaint (flyer shared by Mr. ********* was of a double sided flyer being handed out to customers in-store, leading up to the Sale). Not only were the exceptions listed on the flyer they were also available on our website OSH.com and we the marketing encouraged customers to visit our website for details of the sale. OSH has never and will never used bait and switch tactics in an attempt to attract business.     

  Thank you,

  OSH Customer Service

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22043292
  
  I am rejecting this response because:

  I am rejecting this response because I left a spool of green line that was not refunded only the trimmer. Scan the bar code and you will see I purchased the line the following day on the same card. I look at the response and iam shocked by a store that never returned my calls from a customer service standpoint. I did leave all my information with the surfer rep who obvioulsy didnt do a good job in communicating. I did go back and had one of the sales person show me the auto feeder which was not my issue. I f they look into this they would see a larger issue here is the line fuses its self together under a constant load causing a heat through friction. This maybe hard for them to wrap their heads around since they have very in experienced workers. As far as their response that was obvioulsy as far from the truth as possible. I was willing to give it a second try in which I did. I brought it back the second time after the line had fused together. I was polite and suggested that they get a hold of the manufacturer. Its clear that they have no respect for their customers. Not like the old Orchard **********************. Their response is shocking placing the blame on me as a disruptive customer. Look at the video again!!. I've lived in ****** of 60 years. I do take this deceptive response by ******* some what to heart. I will make sure i do my best to warn people of their deceptive practices and flat out lies perpetuated by their inept management.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/30/2024

  The return for the trimmer has already been processed. Please inform us of what additional items are you are now asking to be refunded, as the initial request was for a refund of the trimmer to be processed. 

   

  Customer Answer

  Date: 08/05/2024

  Please close up this complaint. I was referring to the fact that they forgot to return the spool of line that I included. I will deal with this another time. Thank you for your help.
  
   
  
  *************************
  
  Regional Asset Protection Manager
  
  NorCal/Pacific
  
   

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair 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.

  I have a receipt that says I have 90 days to exchange or return. The shirts are to big and want to exchange I purchased on 12/19/2022. They refused to exchange the shirts. I paid $100 for 3 shirts that don't fit, please help me resolve this issue

  Customer Answer

  Date: 01/19/2023

  Thank you for your help in this matter and I would like to close my claim. I contacted the corporate office in ******, ** they replied immediately with resolution to the issue. Therefore,  I would like to close my claim against Outdoor Supply Hardware, ******** Location.

   

  Thank you,

   

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