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:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 device from this location that malfunctioned. I called the location and was told that they couldn't help me and I needed to go to the device manufacturers website. The device manufacturer's website clearly states that the retail will provide after sales service and to return to the location where the device was purchased. Upon learning this, I called the location and was told by their associate that she would need to check with her manager. The associate called me back and said she spoke with her manager and she told me that I should come to the store and bring my device that they would replace it free of charge. So I follow these instructions. Went to the establishment, gave them my device just to be told by the associate on duty that they won't help me after all that the manager changed their mind and they would not replace the device. This is deceptive on the part of the business to mislead their customers to get them to come to the location, so they can bait and switch once you're in their building and not deliver on the commitment that was made.

  Business Response

  Date: 02/07/2023

  ******************** called on the night of January 27th, 2023 and spoke to one of my employees, ****, about his device that was having issues. He stated that he was recently in the store a few days ago and now the device is having issues. **** told him she would call him back after calling her manager quickly to see what she could do about the situation. She called me right after hanging up with him and I explained to her the company policy on returns and exchanges.
  
  Turning Leaf's policy for returns and exchanges is very strict, we do not do returns on any item. Exchanges are only on manufacturer defective items, meaning if a device quits working because of a manufacturing defect within 30 days of the purchase. In order to deem a device defective the employee's are first to find out when the purchase took place and if the customer has to have the device, the box, and all extras that came with the device. If it is under 30 days since the purchase, they then are to go through the company troubleshooting steps. 
  
  After **** talked to me, she called ******************** back right away and explained that she would have to look at the device to be able to do anything about the situation. She politely asked him to bring the device into the store so she could do the troubleshooting steps. Once in the store he spoke with both **** and the other employee on shift, ****, about the situation. **** did the first step, finding out when it was purchased, which was August 25th, 2022. Once **** realized this he called me again and asked what we could do for ******************** 
  
  Following our policy of within 30 days of purchase, his purchase being 155 days ago is way past our company's due date. Knowing this, I told **** on the phone that sadly we can't get him a new device in any way according to the policy set by the company. However,  I can authorize small customer satisfaction discounts in which I told **** to offer him a 25% off a new device if ******************** was willing. 
  
  After hanging up with myself, **** proceeded to politely explain that we sadly couldn't get him a new device because he purchased it in August, but they could at least help him find a new device for a discounted price. This explanation was not sufficient for Mr. ******** and he proceeded to become rude and arrogant towards my employees, not accepting any solution or explanations they provided. He proceeded to state he will no longer be shopping here and stormed out, kicking our door on the way out. 
  
  I am happy to provide more information including camera footage and time stamps of every phone call and interaction if needed as well. Thank you for taking the time out of your day to help resolve this issue.
  
  Thank you for your time
  *********************************
  Minot Store Manager