Complaints

This profile includes complaints for Tractor Supply Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Tractor Supply Company, Inc.

  5401 Virginia Way Brentwood, TN 37027-7536

  
• 

  Tractor Supply Company, Inc.

  135 John Rich Blvd. Murfreesboro, TN 37129

  
• 

  Tractor Supply Company, Inc.

  2028 N. Locust Lawrenceburg, TN 38464

  
• 

  Tractor Supply Company

  461 Voluntown Rd Ste 1 Griswold, CT 06351

• 

  Tractor Supply Company, Inc.

  3000 S. Memorial Drive New Castle, IN 47362

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:09/24/2024

  Type:Billing 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 lawn mower from TSC and paid the balance due (see photo attached). TSC keeps calling and harassing me saying that I have not paid and they are reporting to credit agencies. TSC cashed my check, but keeps calling me asking for payment. I think there is an internal payment miscommunication at TSC and I want this cleared up and my credit restored.

  

  Business Response

  Date: 09/30/2024

  Hi ****,
  

  Thank you for contacting the Tractor Supply Customer Solutions Team.
  
  I sincerely apologize for any delayed responses. I am so sorry for any issues youve experienced with your TSC Credit Card and understand how frustrating this can be. For security purposes, the Customer Solutions team doesnt have access to any TSC Personal or Business Card account or banking information to see the terms of your specific card agreement. As a result we do not have the ability to make any adjustments to the credit account or your credit report on our end. For help with anything regarding your account, simply contact Citibanks TSC Representatives at **************** and request to specifically speak with a manager due to the nature of the situation. Their regular operating hours are Monday to Friday, 8AM to 5PM EST. Again, I am so sorry for any inconvenience this may have caused. 
  
  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | ******************************
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  Date:09/20/2024

  Type:Sales and Advertising 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.

  On 8/25/2024 I visited my local Tractor Supply to purchase a Toro mower, model *****. Knowing this mower was not in stock and would need to be ordered. Before proceeding to the store I checked Tractor Supplys policies to understand if there was price matching in place. Which there is Section C subsection 13 outlines Tractor supplys price matching policy. ***************************************************************************************************************************************************************************************. I then searched for competitors pricing. Finding better pricing at MORE Farm stores ***********************************************************************************************************************************$159%2520per%2520month!%25201%2520in%2520stock With this information I then proceeded to my local Tractor Supply store. Once arriving, I spoke with the representative (name withheld) at the front desk regarding placing the order for the mower. She said she would be more than happy to help me order this mower. Before finalizing the order, I mentioned the price matching policy and the competitors pricing.She told me she needed to call corporate because she had no way of matching prices in the store. After speaking with corporate, they told her that it was not in stock. Therefore, there was no way to order or price match. On my drive home, I successfully placed the order on Tractor Supplys site with a delivery of 3 to 5 days clearly indicating the item was in stock. Once I receive confirmation of shipment, I reached out to TS customer service via phone for the price match as all the required criteria for price match has been met.I was transferred to ****** the Escalation Lead, Who verbally told me, to honor price match it must be located in the same state. There is no mention of that in the policy. I brought that to her attention. She then offered me a $400 discount. Which didnt happen. I would like ** to honor their policy as outlined

  Customer Answer

  Date: 10/01/2024

  From:
  BBB of Middle Tennessee & Southern Kentucky
  To:
  Robert Jones
  Subject:
  A message from your BBB
  
  Robert Jones
  440 Shawboro Rd 
  Shawboro,NC27973
  Dear Robert Jones:
  This message is in regard to your complaint submitted on 9/15/2024 against Tractor Supply Company, Inc..  Your complaint was assigned ID 22288170. 
  You recently requested our help concerning a dispute with the company named above. The company has not responded to us to date.  We are continuing to try to contact the company to obtain a response to your concern.
  If you have heard from the company please email us at 
  [email protected] or send us a letter letting us know if you have heard from Tractor Supply Company, Inc..
  Have you heard from the company?        No
  
  Are you satisfied with the company's efforts to resolve this matter?     No
  
  If not, please explain.
  
  Comments:  __I have not received any response from the company ___________________________________________________________________________
  _____________________________________________________________________________
  _____________________________________________________________________________
  _____________________________________________________________________________
  _____________________________________________________________________________
  
  Your Signature: _______Robert Jones Date—10/1/2024
  
  Thank you for using BBB's Marketplace Services.
  Sincerely,
  
  Tiffany Sharp

  

  Business Response

  Date: 10/03/2024

  Hi Robert,
  
  I sincerely apologize for any delayed responses. I am so sorry for any issues you have experienced regarding your recent online order and our respective price match policy. As previously advised we would not be able to match the respective competitor price as they do not offer online order shipping and the product in question is only available for pick up locally at one of their stores. Your order was placed online for the item to be shipped directly from the manufacturer therefore any price matches would've need to be an item that can also be shipped with the competitor. Therefore we are unable to provide any price matches at this time. Again, I am so sorry for any inconvenience this may have caused.
  
  As a result of any inconvenience experienced and as a one time courtesy, I have successfully provided a discount of $400.00 form your online order. Please keep in mind that refunds back to credit cards are not always immediate and generally take around 3-5 business days depending on your financial institution’s processing time. If your order was paid for using PayPal, it will be refunded to the PayPal account. For orders where a Tractor Supply Gift Card was used as the form of payment, a Tractor Supply eGift card will be issued to the email address associated with the order.
  
  The TSC Customer Solutions Team
  5401 Virginia Way, Brentwood, TN  37027
  877-718-6750 | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  Date:09/03/2024

  Type:Billing 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 have a credit card with Tractor Supply that we would order chicken feed from each month, charge to the ** and then pay off in full every month. In ***2024 I received a bill for approx $600 and the purchase description said something about an internet channel. I called the company to file a dispute and was told they would research it and let me know the results by letter. Additionally, they confirmed that the card would be credited and I would owe nothing toward this balance unless/until they found the charges to be valid. So as to not add confusion, I ordered nothing further from Tractor Supply, no feed, nada. Over the next several months, I received several letters. Some would say I owed hundreds of dollars and was past due and others said I received credits. Each time I would call the company and was informed that the letter was sent in error and that my dispute was still under review.The last letter I received was in early JUL when I received a bill telling me I now owed over $1,000 and was past due. I called the company and as the *** read thru the countless credits and debits, we realized no progress would be made during that call. I went ahead and paid $150 to protect my credit and filed another ********** is now going on SEPT and this issue from *** is not only not resolved but has gotten much worse. They've added countless "late charges", interest, volumes of **************** that no one has been able to explain and this has been done across four different ** accounts, three for which I've never even received a card. It wasn't until p***aring the records for this dispute I realized there were all these different accounts in play. I also learned they must've opened yet another line of credit which explains why I experienced issues signing into my account all ****** like Tractor Supply but this has left a very bad taste in my mouth and is threatening my solid credit record. I need someone to look into this and get it resolved immediately.

  

  Business Response

  Date: 09/15/2024

  Hi *******,

  I am so sorry for any issues youve experienced with your TSC Credit Card and understand how frustrating the process may have been. For security purposes, the Tractor Supply Customer Solutions team doesnt have access to any TSC Personal or Business Card account or banking information to see the terms of your specific card agreement. All credit card accounts are handled directly through ********, therefore we are unable to make any account changes or adjustments. As a result, for further assistance with anything regarding your account, we advise to work with the management team at ******** regarding this matter. A Citibank's TSC Representatives can be reached at **************** during their regular operating hours are Monday to Friday, 8AM to 5PM EST. Again, I sincerely apologize for any inconvenience this may have caused. 

  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | ******************************
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST
  

  
  

  Customer Answer

  Date: 09/27/2024

  I wasn't given any options as how to proceed, Tractor Supply replied that they couldn't help & kicked me over to Citi card while Citi card kicks me over to Tractor Supply.

   

  Absolutely outrageous. I've been trying to "resolve" this bill that started out as $300 and somehow grew to over $1200, no thanks to Tractor Supply. Citi & Tractor supply can spend the rest of their time fighting me & the credit bureau because I've done EVERYTHING I can to resolve this while they simply shrug their shoulders & refuse to provide any support for their claims.

   

  No - Their response did NOT resolve the issue. BBB didn't need me to clarify this, I would've thought it was obvious from Tractor Supply's failure of an answer. 

  

  Business Response

  Date: 10/03/2024

  Hi *******,
  
  As previously advised, for security purposes, the Tractor Supply Customer Solutions team doesnt have access to any TSC Personal or Business Card account or banking information to see the terms of your specific card agreement. This means we have no ability or authority to make any account changes as this is done all through **********
  
  Therefore, for further assistance with anything regarding your account, we advise to work with the management team at ******** regarding this matter. A Citibank's TSC Representatives can be reached at **************** during their regular operating hours are Monday to Friday, 8AM to 5PM EST. Again, I sincerely apologize for any inconvenience this may have caused. 
  
  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | ******************************
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  Date:08/30/2024

  Type:Product 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.

  The Celina **** store unloaded my entire gift card balance. My husband lost the receipt so I called the store and explained what it was that happened. The manager said it was fine to bring it in! The store threw my return away when I was still standing there. They called someone to the front to take it and throw it in the dumpster. So they loaded my card and the very next day they unloaded it. The store is saying fraudulent and I stole them. There is absolutely no proof. Ive asked for video proof. Ive asked for inventory sheets to show the huge amounts that were missing if I stole that it would certainly show it. I have called the store every day and corporate levels everyday since 8/18/24. Nothing is being done. Same thing. The district manager will not call me. They still wont escalate this above him. I just want my money back on my gift card!!! The store will not speak to me. Customer solutions is not helping I just want this resolved Im being treated like its not a problem or big deal

  Customer Answer

  Date: 08/30/2024

  Store number 240

  celina, ****

  

  Business Response

  Date: 09/10/2024

  Hi ****, 
  

  I am so sorry for any issues you have been experiencing per your attempted in store return and gift card received being unloaded. Per our in-store return policy, if youre not completely satisfied, simply return your item(s) to any Tractor Supply Company Store (with proof of purchase) within 30 days of the purchase date. Well be happy to exchange or return the item at its original purchase price. Upon reviewing all the provided information in addition to your conversation with the District Manager, it was advised to you per our advertised policy, that proof of purchase is needed in order for us to provide any further assistance with the gift card refund. 
  
  Additionally, as a result of this being an in store purchase the final decision regarding the matter is up to the District Manager. Please accept our deepest apologies for any inconvenience you may have experienced. 
  
  For store purchases, the cash register receipt serves as proof of purchase for items bought at your local Tractor Supply Store. For items purchased online, your order confirmation will serve as proof of purchase. For more detailed information about our Return Policy, along with some Return Policy FAQs, just click the link to visit the Tractor Supply Company Return Policy page on our website.
  
  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | ******************************
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22216962
  
  I am rejecting this response because: I called the store ahead of time to make sure this was ok.  The manager said it was.   They threw all of my items in the garbage.  They called someone from the back to do so while I was still standing there.   The money was loaded to the gift card and everything was fine.  The whole reason it was loaded to a gift card and not cash given back to me is because the proof of purchase was lost.   I can ensure you that there is no video evidence.  There is no giant loss at any store for the amount of them I brought.   There is no reason why my money was unloaded from that card!   They literally took my items and tossed them in the dumpster and then took my money the following day.  I mean thats literally theft!!!! You cant just do that. Its not right! *********** a customer that spends a lot of money at your stores isnt smart.   I have done nothing but be patient and kind about the situation.  At the end of the day this is just not good business. I thought this was a decent company and I thought they had good values and that they really cared about their customers.   All Im asking for is what was taken from me! The money to be reloaded to my gift card.    I dont want to have to go any further than what I have already done.   I dont want to go to all social media platforms.   I just want my money back.  Thats all 
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 09/18/2024

  I have attached the tractor supply return and exchange policy.  The last received message from tractor supply must have forgotten to add the rest of the policy.   My id was given.  And my return was APPROVED.  The store threw the product in the dumpster while I was still standing at the register!!! So they now have stollen just over $1600 from me. They have also tossed the product which is now god knows where.  I would highly appreciate it if the money would be loaded back to the original card I still have it!   If the return wasnt approved it never would have had the money put in and the product taken in the first place.  The manager said it was ok to do the return when I called and that was the same day I brought the return in.  It was my birthday when I did it actually.  So this all has been going on since the 18th of August.  Ive been very patient.  I dont want to take my time and go make this a very largely public known thing but Im about to.  I thought this store had a good reputation for being kind and doing whats right and just being for the customer.  Even says it In your policy.   I have 3 children. One of which is disabled.  My time is very important to my family.  So please do whats right.   I just want what is rightfully mine. I want the money back in the card or one issued asap

  

  Business Response

  Date: 09/18/2024

  Hi ****, 

  As previously advised, per our in-store return policy, if youre not completely satisfied, simply return your item(s) to any Tractor Supply Company Store (with proof of purchase) within 30 days of the purchase date and 90 days for active *************** members only. Well be happy to exchange or return the item at its original purchase price. 

  As you expressed you did not have any proof of purchase or receipt therefore per our advertised return policy the final decision regarding any reimbursement is at the discretion of the store's management. Upon reviewing all the provided information in addition to your conversation with the District Manager, it was advised to you per our advertised policy, that proof of purchase is needed in order for us to provide any further assistance with the gift card refund. Therefore we will not be able to assist going forward without any form of proof of purchase per the final decision made by the store's management.
  

  For more detailed information about our Return Policy, along with some Return Policy FAQs, just click the link to visit the Tractor Supply Company Return Policy page on our website. 

  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | ******************************
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  Date:08/28/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Never received credit for 2 payments sent to TSC Store card. Provided proof of funds being automatically (ACH) removed from my account but no resolution. They reported my credit as being late but I am out payments that were never credited.

  

  Business Response

  Date: 09/04/2024

  Hello ****************,

  We are sorry to hear about your billing not being applied and affecting your Tractor Supply Card.

  For security purposes, we at Tractor Supply Customer Solutions team doesnt have access to any TSC Personal or Business Card account or banking information to see the terms of your specific card agreement. For assistance with the billing of your account and assist with bringing it up to date. 

  Please contact Citibanks TSC Representatives at ****************.  Their regular operating hours are Monday to Friday, 8AM to 5PM EST.

  Thank you so much for choosing Tractor Supply Company.

  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

  Customer Answer

  Date: 09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/19/2024

  Type:Product 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.

  Regarding order **********. The package was delivered to me opened and damaged. As a result, the product sustained damaged and parts fell out. I have tried contacting Tractor Supply for support on this issue 1) receive replacement of missing parts since the package was delivered opened and the parts fell out 2) a discount for receiving the product damaged. Thank you.

  

  Business Response

  Date: 08/21/2024

  Hello Mr. Ataabadi,

  We're sorry to hear there was no follow up with our Customer Solutions Team to assist you with maintaining the missing parts.

  This item is in our inventory and we have created a replacement order to send a new one. 

  To request you to list each missing part, and the request to vendor to have sent to you will be more timely so a full replacement seems to be the most seamless.  This will also assist with the parts your missing for the original shelf unit.  

  We will follow up with tracking information once shipped.

  Thank you,

  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

  

  Business Response

  Date: 08/23/2024

  Hello Mr. ********,

  We would like to confirm the replacement unit has been sent and will be arriving early next week via UPS.

  We are sending the tracking separately.

  Thank you,

  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  Date:08/12/2024

  Type:Product 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 poulan pro chainsaw on 3/14/ 24 and I had issues with it not being able to keep it running so I took it back there because I have the extended warranty and when I purchased it the guy named **** the cashier told me that if I have any problems with it just to bring it back they'll refund it or fix it or replace it I went back the manager assistant manager told me that I had to get a hold of poulan pro and they were not going to help me resolve my issue so I got a hold of poulan pro and they told me that they cannot fix it I would just like a new chainsaw or my chainsaw fixed for free because I have a 2-year warranty plus the extended warranty at tractor supply company will not honor and I would just like my chainsaw fixed or a new one

  Customer Answer

  Date: 08/12/2024

  I purchased a chainsaw from tractor supply company on 314/24 I took out the extended warranty the chainsaw will not run I took it back there in July they will not honor the extended warranty and right on the extended warranty it says they will either replace it refund it or fix it the chainsaw will not run cost me $228.35 I would just like to exchange that chainsaw out for a new one

  Customer Answer

  Date: 08/12/2024

  I purchased a poulan pro chainsaw from tractor supply company on 314/24 the store is **********************************************************************************-764-4900 my chainsaw stopped running in July I have a extended warranty one year extended warranty to tractor supply company I took it back there they will not honor the warranty they chainsaw will not run it's basically brand new it has less than 10 hours on it and I would just like to exchange it for a brand new one cuz right on this power plus protection plan if you're covered product fills will fix it replace it or reimburse you for it but they have not done either I would just like to exchange it for a new chainsaw thank you

  Customer Answer

  Date: 08/15/2024

  Tractor supply company **************************************** 72032-501-764-4900 purchased ****** item poulan pro 42cc 18-in chainsaw ******* take out the one year replacement plan ******* the chainsaw stopped working in early July I took it back there they will not honor the extended power plus protection plan cuz that also States they'll fix it replace it or reimburse you for it they will not do any of that I would like a new chainsaw this one fixed all my money back.

  

  Business Response

  Date: 08/20/2024

  Hi *******,

  I am so sorry for any delays or inconvenience you have experienced at this time. Per our return policy, a return or exchange is required to be made within 30 days form the original purchase date and 90 days for active *************** members only. Upon review your purchase is currently outside of our advertised return policy. As a result, you were advised to work directly with the manufacturer under the products 2 year limited warranty. However, I am so sorry to hear they were unable to provide any assistance regarding your item and possibilities of getting it fixed.
  
  In reference to your purchased Power Plus Extended Warranty, this is handled directly through Asurion as advised on your original purchase receipt. ******* has provided an update expressing you attempted to file a claim with them which was denied due to you entering the incorrect "failure description" they advised. However for further assistance with your extended warranty, please reach back out directly to ******* whether by calling them, **************  or by email to file a new claim. If you are filing the claim yourself via their website page, it is recommended to ensure to put your failure description as "it stopped working" for further assistance on this matter. Again, please accept our deepest apologies and know we truly value your satisfaction as a Tractor Supply Company patron.  
  
  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Aug 2Purchased online- chicken coop for backyard egg-chickens (first time buyer). Chickens have no shelter. Picked up at ****************************** -on two reps, one named **** was manager- helpful at store. 165 lb box- drive home. I am a 57 yr old female with very ill spouse. I hired help to unload box on Aug 3 which was filled with rodent droppings, and shredding packaging. Instructions eaten. (One live rodent still in box- jumped out dnd ran) I have 2 witnesses. Fastener package was torn- we still partiallyassembled the coop because we need it. Urine stains on sliding door. (I have photos of everything). Fasteners missing, and may have fallen out of exterior hole in box. I phoned local branch -same day- where helpful mgr promise he would expedite fasteners. I phoned store following Tuesday- Aug 6- identified myself- mgr was sick- no one to assist over phone. I emailed Cust assistance, then phoned Tennessee branch. I would like fasteners expedited- cannot fully assemble coop, but will accept urine-stained sliding door. The unit was difficult to partially assemble and dont have the hired help anymore. I asked for a discount on my ****** cost of ****** total- included taxes. All corporate will do is send more fasteners- not expedite - in 1-2 weeks. I do not have a secure place for the hens and we have storms and predators in ***********-August 6. TSC said I could return the coop, but the packaging was recycledholes in it anyway- and my hired help is gone to dismantle what is done. I would like a partial refund. I have photos of the rodent- dropping- filled box and sliding door.

  

  Business Response

  Date: 08/20/2024

  Hi *****,

  I am so sorry for any delays experienced at this time and for any issues experienced with your curbside pick up purchase form the ******************************* store location. This is not the type of in-store service we pride ourselves on and appreciate you bringing this to our attention. I have reviewed your online order details, confirming the manufacturer has advised your order for hardware to be sent, has been successfully placed as of 8/6/2024.
  Due to the respective purchase being for curbside pick up form the local store, further assistance is required from the store's management. For further assistance and to make sure something like this doesnt happen again, well discuss this matter with the Store Manager at this location and, if you dont mind, well have them reach back out to you within 48 hours with an update either by phone or email. Again, please accept our deepest apologies and know we truly value your satisfaction as a Tractor Supply Company patron.

  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

  Customer Answer

  Date: 08/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/05/2024

  Type:Facilities 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 have tried to use the newly installed dog wash stations at the ********, AZ location on 3 separate occasions now and every time they do not work. The automatic shampoo and conditioner dispensers have only worked on 1 of the 2 stations one time. I called corporate the last time and they apologized and assured me they would address the issue. I went back yesterday and the room was flooded, neither shampoo or conditioner was working again. I had to ask for them both and the manager **** was very nice but only brought *******. I have paid the regular price each time. This time the cashier even said to me that just because there are no suds, that doesn't mean no shampoo is being dispensed. I would both feel and smell the shampoo or conditioner and it was only water coming out of the hose. I have also used the Surprise, ** location dog wash once last year and it was much better. Please get this fixed or provide a discount. Thank you

  Customer Answer

  Date: 08/05/2024

  Store location was mentioned in the text of the complaint

  TSC ********

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

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

  

  Business Response

  Date: 08/20/2024

  Hi *******,

  I am so sorry to hear about your experience regarding the poor conditions of the **************** at the ********, AZ store location. This is not the type of in-store service we pride ourselves on and appreciate you bringing this to our attention.
  
  As a result of this being an in store service any form of reimbursement has to be conducted in store and final decision is up to the ******************* For further assistance and to make sure something like this doesnt happen again, well discuss this matter with the Store Manager at this location and, if you dont mind, well have them reach back out to you within 48 hours with an update either by phone or email. Again, please accept our deepest apologies and know we truly value your satisfaction as a Tractor Supply Company patron.
  
  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | www.tractorsupply.com
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

• Initial Complaint

  Date:08/02/2024

  Type:Product 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 picked up an enclosed trailer that I purchased from tractor supply on May 17th. I left there and went right to fill it with hay. While loading it with hay my hay guy pointed out damage to the roof of the trailer. I took a picture of it right then, may 17th at 520pm. When I got home about an hour later I called customer service informed them of the damage. I was then told I had 90 days to exchange it, I said good because it has 68 ***** of hay in it now. I tried to exchange it when it was getting to the point where I was going to be putting more hay in it and no where had any on the lot. So I figured ok because I was still within my 90 days. I went in and spoke to the manager at the ************* store and he said no problem, he also suggested a partial refund. So I contacted customer service to see if that would work it didn't. Now I'm getting pushed off to a company I didn't buy it from and tractor supply won't honor their 90 day exchange policy. I didn't spend $5000 to buy a damaged leaking enclosed trailer. The store manager from the store I picked it up from said they were going to check the camera to see if it was damaged when I picked it up, if they did that they would see it was. It should've never been sold to me or anyone else. If I wanted a damaged trailer I would've bought a used one for half the price. Instead I spent my hard earned money on a new one at a store that I have spent over $10000 at this year alone and it is only August 1st. This is outrageous how I am being treated and them not honoring their 90 day exchange policy. All the pictures submitted is how the trailer was the day I picked it up and how it remains.

  Customer Answer

  Date: 08/02/2024

  I purchased the trailer at tractor supply ****************************

  Customer Answer

  Date: 08/19/2024

  I have heard from tractor supply they told me I needed to call Carry-On which is the company that tractor supply gets the trailers from. Now Carry-On is telling me I need to deal with tractor supply. No one is doing the right thing and me as the customer is getting screwed. I spent my hard earned money that I did a lot of overtime to get in order to buy this trailer and tractor supply sold me a damaged leaking trailer. I just want what I paid for, a nondamaged nonleaking trailer. 

  

  Business Response

  Date: 08/20/2024

  Hi ****, 

  I sincerely apologize for any delayed responses. I am so sorry for any issues you have experienced in reference to your recent purchase for curbside pick up form the ****, ** store location. As a result of this purchase being made in store the final decision regarding in purchase form the store's Inventory is up to the Store and District Manager. The District Manager has advised they have spoke with you directly confirming we will not be able to accept a return at this time. However, the District Manager has confirmed with the manufacturer, Carry-On, that they will be providing the necessary repairs needed for the purchased trailer. As a result, we advised to please continue working under the manufacturer directly under the product's warranty. Again, I am so sorry for any inconvenience experienced. 
  
  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | ******************************
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22079114
  
  I am rejecting this response because: I'm not asking to return this I'm asking to exchange it. Carry-on says I need to deal with tractor supply. Had I not been told I had 90 days to exchange the trailer by tractor supply customer service I would have unloaded the 68 ***** of hay in the trailer and brought it back the next day, less than 24 hrs after pickup. But because I was told by tractor supply customer service not to rush because I had 90 days I didn't. There was never any mention of its up to the store manager and the district manager it was oh yeah no problem you have 90 days. I did not receive the item in the condition I should have. All I want is a trailer that isn't damaged and isn't leaking. I can not believe that these 2 companies just keep telling me to deal with the other company and no one is doing the right thing. I worked a lot of overtime to be able to afford this new trailer, a lot of 12hr shifts and weekends to be able to buy a new trailer. I could've bought a used one for half the price and rolled the dice if it leaked or not but I decided I didn't want to do that because it was going to have my horses hay in it. Instead I spent $5000 of my hard earned money and still got a trailer that leaks. This is crazy, I was told with no stipulations that I had 90 days to exchange this and tractor supply is not honoring what they said. Me and my hay guy noticed the damage 1 hour after leaving the parking lot and I have a picture time stamped from when we noticed it. I called tractor supply customer service as soon as I got home that night to tell them about the damage and was told I had 90 days to exchange it. I just want what I paid for, a nondamaged nonleaking trailer.
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 09/18/2024

  Hi ****, 
  

  As previously advised, due to this purchase being made in store from the store's inventory,  the final decision regarding in purchase form the store's Inventory is up to the Store and District Manager. The District Manager has advised they have spoke with you directly confirming we will not be able to accept a return at this time. However, the District Manager has confirmed with the manufacturer, Carry-On, that they will be providing the necessary repairs needed for the purchased trailer. As a result, we advised to please continue working under the manufacturer directly under the product's warranty for any further assistance. Again, I am so sorry for any inconvenience experienced. 
  
  The TSC Customer Solutions Team
  *********************************************************************************
  ************ | ******************************
  Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST