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:03/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 submitted a legitimate warranty request with Southwire on Fri 2/2/2024 at 10:52 PM. They have refused to acknowledge the warranty saying I have not sent them an image of the tool via email. I have twice submitted an image of the tool to them via email. I have provided screenshots of both my sent emails clearing showing the image as an attachment that was sent. I have also provided the email showing them saying I have not sent the images and them continuing to make me jump through hoops and ignoring the warranty request. You will also see they ask me for my information again after I had submitted it for the original warranty request. This company is highly disorganized and inept at using and/or reading email in the most basic levels. It is my opinion they are trying to get out of the lifetime warranty on the tool and are using any and all tactics to avoid making good on the warranty. The image of the tool is CLEARLY attached to the emails sent yet they refuse to acknowledge it. I will also be filing a complaint with the State Attorney General as they are refusing to honor warranties implied on tools manufactured by them, Southwire LLC. I have successfully fulfilled all requisites of the warranty submission. There is no good reason this warranty should not be honored.

• Initial Complaint

  Date:03/27/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  This is perhaps the worst customer service / support experience I've encountered in recent memory. Simply had a few questions to figure out what type of cable to buy, since Southwire seems to have a monopoly on this market and the only brand sold in Home Depot.IMPOSSIBLE to reach any live person or anyone who knows how to transfer you to the right person. Their "new" phone system is a horrendous mess of endless recordings and dial-trees that go to the wrong person (press 1, 1, 1, 4, 4 for Tech Support...then you get a person who knows nothing about wire.... press 1,3,1,1 for a callback, and you get a ************* who picks up and then just puts you on hold again for another 20 minutes or hangs up on you!).This company has a HORRIBLE phone system and no one seems trained or competent in knowing how to route a call to Tech Support, for WIRES which is their core business product!!Wasted over an HOUR and tried calling 7-8x... Each time, was transferred around to someone else who was never the right person.... First from ***** in GA, who sent me to ******* in ** (where I live), who also is the wrong person. Called back, *******(sp?) thought *******, "but she doesn't do wires." Then told *********************** x5170, then transferred AGAIN to endless HOLD MUSIC. Hung up. Then called back to try her extension directly, and it says you must enter a FIVE-DIGIT extension! WTF??? Tried their Dial by Name directory, and there must be 400 people there with the last name starting "***..." etc. Endless pressing 2.Each time I called, anytime I finally got a live person, they went scrambling for ***** minutes trying to find someone manually in their corporate directory. No one knows who to call...!??How can a company, who is the sole electrical wiring retailer at *********** and whose core business is MANUFACTURING and SELLING ELECTRICAL WIRE, be so incompetent at providing basic Tech Support to their customers and routing calls??

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called I guy at this number ********** talked to a agent that sent me to ***** the first time I called and ***** was think I was saying f work when I was saying folk with me have a lisp because I am half deaf and try to find out whats going on with my warranty and she hung up on me after told her I am not swearing and called back and ending get the same agent I got first call that sent me to ***** the first I told every thing that was going on and said let put u on hold and get the info for and could here every thing they said so could my wife and they was laughing at me and being rude about call 2 time today one on ur 1800 number and one on this number ********** the calls took place any where from 930 am to 10:57 am eastern standard time and called two more times to file a complaint and got no where all want is 14 pc tool set replaced and them people that was laughing at me on the phone w calls u should able look up because they should be recorded taking care of and I got a email from us saying ****, Your request has been received and you will receive confirmation when the replacement is processed. Thank you, ********************************* 1.855.SWTOOLS GET SOCIAL WITH US! and all I want no if I am the hole kit replaced or just some of the tools and I want them woman that was mean to me take care of and ****** by us u deal with or I can file if a lawsuit on us seeing got the recordings of the two calls and us will not get to I take u to court if us front deal with the wrong and how they treated Us

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was wrongfully terminated from my job. I am currently in school in ******************. I also work there. Since it is summer, classes are over and my apartment lease ended 07/21/2023. I notified my employer two weeks in advance that I would be out of work and had people to cover my shift due to me having to go back home go *********, which is 1hr and 30 minutes away. I do not have a car currently to get back and forth which was another one of my reasons for not coming in and if i did come in, I work 12 hour shifts there would be no place for me to stay afterwards. He even suggested me staying at the place of work after my shift until my next shift just so i could work it. I told him I would not. He then approved my request and said he understood my situation yet constantly had other employees try to spy on my where abouts and blow up my phone trying to get me to come in even though my shifts were covered. He finally calls and asks me if i could rent a car i told him i could not. I am homeless right now and need all my money I have left. He then says that he would have someone from the company come drive out and get me for my shift but when the day came he never reached out or responded to my calls. Now he wants to claim he never said such things and that I told him I would be there. He the proceeds to shout at me on the phone when i try to correct his actions so i told him i was reporting him because of this and because he has failed to resolve any incidents i have reported to him about a woman racially harassing me. He did not like this reply so he terminated me. I feel like this was a wrongful termination labeling me a no call no show considering he approved my time off and the people covering my shifts but yet he states he did not know I was not in carrollton. If more or formal documentation of complaints and approval my employer has them.

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 30 amp RV surge protector from Amazon on 8 June 2021, this weekend while using it I smelled burning and disconnected the power . Upon furthe review the protector plug was melting. Looking at some post on internet Im not the first person to have this happen. On south wire website it says they have expanded warranty coverages to all surge protectors bought after 2017, I sent them pictures of my purchase date and of the faulty plug and they said it must have been my RV plug was corroded. My trailer is a 2021 and the plug isnt corroded at all.

• Initial Complaint

  Date:10/28/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  10/28/2022 I received a disturbing email from a recruiter that works for Southwire this morning. I was told stop booking with her they told me no and Im so irritating?? Like how professional is that when I clearly got her first message that they was moving with more fit candidates. Why would you even send someone that I think this is wrong on so many levels, there is a way you talk to people and this was not it. I feel like she owes me apology and I feel *** their company should call and talk to me with respect if this who yall choose to hire Ill never come work there.. I would never in life email someone the irritating??

• Initial Complaint

  Date:08/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 summited a warranty claim on 5-11-2022. I have spoken with an employee named *********************** 4 times each time she said all my paper work was in and I would be receiving an Amazon gift card because they no longer carried a replacement for my faulty transformer. The card has never shown up. She has now stopped answering her telephone and does not return messages. I also have sent emails to *********************** and only got 1 response which said I would be receiving the gift card. I also have tried emailing the companies general email address and calling the general phone number leaving messages. I have gotten no response from this either.