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Business Profile

RV Equipment

Southwire Company LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Southwire Company LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

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

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    Submit a Complaint

    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:08/19/2024

      Type:Service or Repair 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.
      Hi put in a warranty on my ********************************************************************************* a ***** prepaid shipping label I had trouble printing it out I told them they send a ***** shipping label again and printed it out and toke it to to different drop off locations and they said that was not a valid shipping label and they had family stuff come up so I had to wait to toke care of that and I did then I called them and send a new ***** shipping label after I told them what happened and I could print it out again and they sent me it a different way and printed it out and to two to different drop off locations again and they told me it was not a valid shipping label and call them again and they told me they have talk to there wear house about and got back a few days later and said all they can do is send me anther shipping label and said I am not wasting no more gas running around for it to work and asked to speak to a manager and they said they would get a manager to call me to this day I will have got a manager call back if my wire strippers replaced and want to take care of this problem or I will take some kind of legal action because back in the past I felt with them and they made fun of how I spoke and said things with us wrong of them to do and they did nothing about that to so can u get them to replace my wire strippers and or take this problem

      Business Response

      Date: 09/17/2024

      Better Business Bureau
      ***************************
      ********************
      ATTN:  ****** ******

                    RE:  Complaint ID ********

      Dear Ms. ******************** you for your correspondence related to Complaint ID ********. The Customer alleges he purchased a ******** apprentice tool kit ("kit")from Lowes and/or **********. Customer also alleges various defects and or missing items related to the kit. Southwire is aware of this Customer and has been actively working with him to resolve his issue since February 2024.

      Southwire's return/exchange policy is customer friendly, in that ******************** will exchange damaged product for a replacement item once the original product has been returned to Southwire. To facilitate the return Southwire furnishes a shipping label directly to the customer.

      Please note the following timeline directly related to the Customer below for further reference. ******************** would be happy to provide you correspondence and voicemails received and sent to the Customer should you wish to review the underlying documentation.

      February 16, 2024- The Customer called the ******************** hotline to request a replacement of a defective tool. The Customer was calling and demanding replacement of a full 14-piece tool kit he stated he purchased and was under warranty. Southwire requested that the Customer return the damaged tool contained in the kit and/or send photos of the damaged tool for a replacement Item to be sent to Customer. The Customer refused to return the damaged tool or send photos of the damaged tool. (At one point Customer provided stock photos from the internet, however no actual photos were provided by the Customer of the damaged tool). The Customer continued to make repeated demands to have his tool replaced despite not following Southwire's policy for returns for damaged tools.

      February 20, 2024: Southwire, to address the Customers concerns, and in a one-time exception to the return policy, sent a full replacement kit to the Customer and requested he send the original purchased kit missing a part back to Southwire. To date the Customer has not returned the kit to ********************, despite Customer having received a new kit from ********************.

      July 2024:  Customer is now having issues with a wire cutting tool that came in the replacement kit and wants a replacement wire cutter sent. Customer was sent a return label to send the wire cutting tool back to Southwire for a replacement. Customer stated he will not send back the original tool and claimed the shipping label provided by Southwire "would not work."

      August 8, 2024: Customer is still having an issue with wire cutting tool and wants to return it for a new one but is having issues with the shipping label as provided by Southwire.

      August 9, 2024: Southwire sent a second shipping label to the Customer to return the wire cutting tool, however Customer was unable/unwilling to use and ship the product. Customer again claimed the label did not work.

      August 21, 2021: Customer called Monday and Tuesday and emailed each day as well.
      Customer stated he is upset because he does not want to drive back up and the new label not work.

      In short, Southwire would be happy to exchange the damaged wire cutters once they have been returned to Southwire in accordance with Southwire's liberal return policy. Once Southwire receives the damaged wire cutting tool from the Customer, ******************** will send a replacement wire cutting tool to the Customer.

      Should you have any additional questions, or require any additional information, please feel free to reach out to me.



      Very sincerely yours,

      /s/ ***** *******

      ***** *******
      Sr. Litigation Counsel
      Southwire Company

      Customer Answer

      Date: 09/17/2024

       
      Complaint: 22161276

      I am rejecting this response because:

      Sincerely,

      ****** ****** I called us 3 times in the last 3 months about my wire strippers and u sent 3 different shipping labels and  FedEx say there not valid so hows that my fault that you guys fault and you guys need to deal with that and then when I try to get it taken care of with you guys you guys have no clue who I talked to and who to send it to but I call you and did you do anything about the supervisor from the warranty department making fun of my list and all that when I first called you about the warranty the very first time but you did because my lawyer is looking into it and it doesnt look like us did And if you did something about the warranty supervisor from ************ that I called on a 77 something number the first time to get a warranty for the very first time I ever warranted  my 14 piece  apprentice set Your supervisor or what I think was the supervisor from the ************** in ************ can I know that area code the ************ area code made fun of my list on the way I talked and said I said f u c k  when I said fork did you do anything about that? Probably not because you guys told me you wanna call me and get back to me to let me know what discipline you were gonna take on that employee for doing that and I havent gotten them back I might get my lawyer involved and my lawyer, looking into it already before you file paperwork and all that stuff to file a case so just be replace wire Strippers or get me a A shipping label that works can I call ***** and all three shipping labels you sent me for invalid by the one 800 number from ***** and then the ******* drop off said that was an invalid shipping label for all three and then ***** store in *************** ************* said it was a invalid shipping label all three of them otherwise I wouldve sent it back already and had it taken care of but no, I had to call you guys multiple times because of it being taken care of and then you guys gave me the runaround so get it taken care of to get my lawyer involved and get the problem that we had when I first called you for the very first time for the very first warranty, ever taken care of otherwise I will be suing you  and I dont want to and want to no what disciplinary stuff you took on that employee or that warranty team supervisor or whatever she was Because you guys Promise you let me know and never did and I want my wire strippers replaced that way. I can forget about you guys because after I get my **** replaced, I may end up suing me for the problem. I have done employee supervisor from the volunteer department in ************ I know the Area code where the Pennsylvania area code I dont wanna sue you, but I will. If you dont want to ***  u but will if us dont take care of the problem I had with that Warranty team, employee or supervisor I mean And let me know what youre gonna do about it and what you get about it if you already taken care of it So I can let my lawyer know that way I know whether or not to take a legal action with my lawyer and please warranty or send me a new pair of wire  strippers  Or away to be able to send my wire strippers back with no problems So I can get a new pair which I need

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