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Business Profile

Hardware Sales

Thompson True Value

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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  • Initial Complaint

    Date:04/16/2024

    Type:Sales and Advertising 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.
    Associate was **** Transaction # B61117 Date-6/24/2023 Amount-$169.00+7% tax ****** total because we bought an over priced micro bag of wood chip too. Again to support local, not likely to happen again.We bought our daughter a smoker from Thompson True Value Hardware and at Christmas she said paint was bubbling and coming off and smelling bad and wasnt sure if it was safe to use for her food anymore. It was only 6 months old and shouldnt be doing that so we stopped into the store. First we were told we didnt sell that to you we cant do anything about it. We found the receipt and they did sell it to us and we started looking it up on the internet to see if we could bypass Thompson because this is stuff weve heard they do. We are being told to buy local but this is why people dont. Big box returns things and local stores dont. When we were online we found the company that manufactured the smoker has been out of business since ***************************************************** notification of being a discontinued item they sold it to us full price and made it sound like they sell lots of them and they are great. So my husband has gone in there three times to check because each time they say they have to check with someone else. Today they said the company is out of business theres nothing we can do for you. To me there is a refund, credit to a product that is not from a company out of business. There is something they could have done but they did nothing. This was a gift to my daughter for her taking her brothers senior pictures and designing his graduation party announcements. We wanted to give her something she has really wanted for a long time and this was a huge disappointment for both of us. To me is comes down to customer service and being basically lied to. I hate they could be doing this to other people besides me and getting away with it. Businesses need to stand behind the products they sell.Thank you for your help.

    Business Response

    Date: 04/22/2024

    We researched if the company in question who went out of business was sold to another business, to no avail.    We even contacted a rep firm in ******* that represented the company in question to see if there were any individuals still around who we could contact for assistance for the customer.   It's unfortunate that the company no longer exists and no company representative's could be found.   We are sorry but we have exhausted all avenues with respect to the manufacturer.

    We have also contacted the merchandise buyers at True Value corporate to track any leads down for this manufacturer.   At this time we don't have any other information for the customer.   we understand their frustration but any warranty was with the manufacturer.

    Customer Answer

    Date: 04/25/2024

     
    Complaint: 21580617

    I am rejecting this response because: You sold a product that shouldnt have been sold without notifying the customer that it was a discontinued product. If there isnt a manufacturer warranty then you should compensate us for the cost of the product. We bought a full priced product and was lead to believe that they sell lots of these products and they are great. Again they should stand by the product or not sell the product. If it was discontinued and we were told it was a discontinued product then it would have been at our own risk, but we werent notified and werent discounted. You need to make it right, treating customers poorly, dishonestly and then wanting to wipe your hands of any responsibility is wrong. You want people to buy locally and then treat us like this when you do. Its wrong and personally and my businesses business wont be stepping foot in this business again if it isnt made right and word of mouth can be the best or worst advertisement. You can choose which one Ill be advertising.


    Sincerely,

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

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