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Business Profile

Hay

Standlee Hay Co. Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hay.

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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Complaint type

  • Initial Complaint

    Date:07/19/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Purchased my third semi trailer load of hay from Standlee on Oct 26, 2021. They required that I pay up front and I had concerns about doing so as the last load I received from them was full of a noxious, invasive species of weed that can cause health issues in horses. I was assured by my sales rep that they have a satisfaction guarantee. I did indeed find more of this weed in this load and was emailed assurances from my sales rep that they would issue me a credit for the bad *****, just as they did for the ones in the second order. Now they are saying that they will not give me a credit. That the credit I received on the second load was a one time courtesy (which they never told me). They state that their return policy is only for 30 days (which is NOT indicated on their website), besides which it would be impossible to open and examine the inside of 819 ***** of hay within 30 days. Instead of honoring their stated guarantee on their website, as well as the assurances of a credit from their representative to me, they are refusing to pay me the $2064 credit they owe (total order was $10,546) and instead have informed me that they no longer wish to do business with me.

    Business Response

    Date: 07/29/2022

    We are in receipt of your letter dated July 19, 2022 regarding a complaint filed by ****************************  We do not have any response, we have addressed the customer directly.

     

    Thank you!

    *****

    Customer Answer

    Date: 07/29/2022

     
    Complaint: 17589572

    I am rejecting this response because: Their only response to me was that they would not give me a refund even though I have written proof from their sales representative that they will guarantee my satisfaction on the quality of their product. I also have written proof from this same person asking how many ***** they need to credit me - a written indication that they were planning on giving me a refund. Their response was that they only offer a 30 day guarantee, HOWEVER the photographic proof taken from their website states only that they have a "Best 100% Guarantee". There is no mention anywhere that their guarantee is only for 30 days. I ONLY bought from this company because they assured me that they would take care of me if I had issues like they did on my last order. This company has given refunds in the past for bad quality and now, all of a sudden, they are refusing? The photos proving my argument are all attached to this response.

    Sincerely,

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

    Business Response

    Date: 08/17/2022

    We have been working with this customer for the past two years.  We have responded to her complaints and will not be working with the BBB.  We have handled this consumer to our satisfaction.

    Customer Answer

    Date: 08/24/2022

     
    Complaint: 17589572

    I am rejecting this response because: They have NOT satisfied me regarding my compliant. Their response was "we will no longer do business with you". Obviously this is the way they do business as they are now telling you they will not work with the BBB. Instead of taking care of their customers, they simply ignore them and ask them to go away. Absolutely HORRIBLE customer service. They state they already gave me a refund on the bad product I bought from them the year before and I am therefore no longer entitled to a refund on the bad product I bought from them this year. REALLY? I would think that they would stand behind their stated "Best 100% Guarantee". Their very own employee, my sales representative, told me multiple times that they would give me a refund on the defective ***** from this year. I will continue to reject their responses unless they give me a refund for the defective ***** as was promised to me by THEIR employee. I will also continue to spread the word throughout the equine community regarding their treatment of customers and their unwillingness to stand behind their guarantee.


    Sincerely,

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

Standlee Hay Co. Inc. is NOT a BBB Accredited Business.

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