Complaints
This profile includes complaints for Tractor Supply Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 439 total complaints in the last 3 years.
- 152 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/17/2023
Type: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 bought a chicken coop about 1 month ago through Tractor Supply *** The main door is swelling/ wont close right and the roof leaks anytime it rains. This chicken coop was $1000 plus tax. I called customer support and they said I had to call the store I bought it from. Called them they wanted to give me a replacement coop that was of the equivalent value (they had none in stock) they offered a more expensive one with a discount. Called customer support back they arranged for me to pick up the coop and only have to pay 200 plus tax. Drove all the way there (1hr drive and 1/4 tank of gas) for them to tell me they want me to disassemble the 400lb coop at home an bring it in. That was not what was discussed. Called customer support and rep said that was not the arrangement. They had to escalate it to the stores district manager. He calls an says I have to bring the old one in in order to get the replacement. Called customer support and they said there's nothing they can do. They made a compensation arrangement then changed the deal once I wasted time and gas. How can your company go back on an arrangement that's in their notes. How do you expect someone to bring a fully built 400lb chicken coop back to the store. The conversations from 8am all the way to 2pm are fully noted. No mention of bringing current coop back. Ref # for customer support is *****************************. I want a refund of what I paid for the chicken coop and will no longer do business with tractor supply ***
Business Response
Date: 05/24/2023
We have been trying to work with this customer to resolve this issue. We just need them to return the damaged product back before we can process a return or replacement.Customer Answer
Date: 05/24/2023
They want me to return something that weighs 400lbs. Again I can't move 400lbs. I can burn it to the ground and return ashes if they'd like. Also I can't leave my livestock out in the open like that. They are not trying to work with me at all. Still haven't heard from their leadership department aswell.Customer Answer
Date: 05/24/2023
Complaint: 20071552
I am rejecting this response because: they want me to move something that ways ****************************************** the open.
Sincerely,
***********************************Business Response
Date: 05/25/2023
We are continuing to try to work with this customer to resolve this issue. They don't want to return the item back to us and we do need it back before we will be able to process a return. Until we get it back we won't be able to do a return.Customer Answer
Date: 05/26/2023
Complaint: 20071552
I am rejecting this response because: leadership still hasn't reached out. I've only talked to the store manager and district manager both on the same day the incident took place. They claim they are trying to work with me but clearly do not. They have literally repeated the same thing twice. I want to speak to the leadership department. They can pull all the phone conversations from the beginning of this mess.
Sincerely,
***********************************Business Response
Date: 06/09/2023
Hi ********,
Thank you for contacting the Tractor Supply Customer Solutions Team.
Were so sorry to for any issues you have experienced in attempt to get replacement or refund and would like to do whatever it takes to make things right.
Our leadership team tried giving you a call on 6/8/2023 at ************ and were unable to get a hold of you. If you dont mind, please reply to this email at your earliest convenience and let ** know when it would be a good time to contact you again. Also, if theres a better phone number we can reach you at dont forget to include that as well! Be sure to reference number TSC0502898, and any team member will be able to assist.
We are passionate about serving our customers and appreciate the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CSTCustomer Answer
Date: 06/15/2023
Complaint: 20071552
I am rejecting this response because:I just got off the phone with tractor supply I explained to them that I can most certainly give their coop back. However how am I supposed to get it there number 1 and number 2 What about my livestock. When I get back my chickens won't even be there. Their only response is they need their defective product back first. How am I supposed to move 400lbs? It took a forklift at the store. I told them I can burn it down and return it in a coffee can if they would like. They said then I couldn't get my refund. They claim they want to work with me however they are not. They don't have any answers for questions what so ever.
Sincerely,
***********************************Business Response
Date: 06/21/2023
Hi ********,
Thank you for contacting the Tractor Supply Customer Solutions Team.
Were so sorry to for any issues you have experienced in attempt to get replacement or refund and would like to do whatever it takes to make things right. We have contacted the store to talk to the store manage and district manager to get more details on the situation. Store **** in ************, ** has advised that the chicken coop would need to be returned. They have offered $200 off a new coop as well as provided you $300 in gift cards. One gift card in the amount of $150 was from the customer solutions team for the inconvenience. Another gift card of $150 was given by the store for the inconvenience. The store even offered to give you $100 in gas money for a trailer to rent. The initial issue was that the coop was defective however the solutions provided to get the coop to the store have all been rejected.
The leadership team advised you of the information on June 15th. We do apologize for the inconvenience again and hope this provides clarification with the proposed solutions so that you are able to get a refund.
Initial Complaint
Date:05/17/2023
Type: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.
Approx a week after receiving my Tractor Supply credit card through Citibank, it was hacked. They reversed those charges but did it so many times my acct was a credit balance over $800. I chose to close the acct when the new card hadnt showed up. They finally fixed their error but when they did, they charged $34.65 back one too many times. I had charged $127.24 & I paid that amount. I have tried calling & cant get a human on the phone. I tried the ************ able to chat with anyone. *** sent several messages asking them to fix this but after 2 months, its still showing I owe this. Now they are trying to charge a late fee. This is going to affect my credit & will be even more of a hassle to get it straightened out. I didnt know what else to do so Im filing this report in hopes that BBB can get in touch with a human. I just want them to fix their error & if this will be showing on my credit report Id like that corrected as well. I can send screenshots if needed.Business Response
Date: 05/23/2023
Hi ******,
Thank you for contacting the Tractor Supply Customer Solutions Team.
Were so sorry for any issues youve experienced with your TSC Credit Card. 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. For help with anything regarding your account, simply contact Citibanks TSC Representatives at **************** and theyll be happy to help! Their regular operating hours are Monday to Friday, 8AM to 5PM EST.
If you have any other questions or concerns you would like to discuss, now or in the future, please dont hesitate to reply to this email at any time. Be sure to reference number TSC0507118, and any team member will be able to assist.
We are passionate about serving our customers and appreciate the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.
*******
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST
Detailed complaint:
Approx a week after receiving my Tractor Supply credit card through Citibank, it was hacked. They reversed those charges but did it so many times my acct was a credit balance over $800. I chose to close the acct when the new card hadnt showed up. They finally fixed their error but when they did, they charged $34.65 back one too many times. I had charged $127.24 & I paid that amount. I have tried calling & cant get a human on the phone. I tried the chat & wasnt able to chat with anyone. *** sent several messages asking them to fix this but after 2 months, its still showing I owe this. Now they are trying to charge a late fee. This is going to affect my credit & will be even more of a hassle to get it straightened out. I didnt know what else to do so Im filing this report in hopes that BBB can get in touch with a human. I just want them to fix their error & if this will be showing on my credit report Id like that corrected as well. I can send screenshots if needed.Customer Answer
Date: 05/28/2023
It looks like the BBB complaint was sent to Tractor Supply & by their response, they dont have anything to do with the credit card part of it. Do I need to fill out another complaint for ********* or will the original complaint be sent to *********? Thank you for any help.Customer Answer
Date: 05/28/2023
Complaint: 20067979
I am rejecting this response because:
The number they are telling me to call is the number I had already called. I also tried the chat & communicating through their website. They reply that they will send it to the fraud department. It is no longer fraud, it is a error on ********* adding too many charges back on.
Sincerely,
***********************Business Response
Date: 06/02/2023
Hi ******,
Thank you for contacting the Tractor Supply Customer Solutions Team.
We apologize for the inconvenience, but Tractor Supply does not have any access to your banking information. You will need to contact Citibank to have the billing issue corrected.
If you have any other questions or concerns you would like to discuss, now or in the future, please dont hesitate to reply to this email at any time. Be sure to reference number TSC0515450, and any team member will be able to assist.
We are passionate about serving our customers and appreciate the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CSTInitial Complaint
Date:05/15/2023
Type: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.
Billing- I cancelled my online subscription but every two weeks TS is still hitting my account for preauthorization. $44.51 is held every two weeks. I called customer service and advised it would be resolved. Spoke to CSR ***** with First ticket # IMS1359585. Then spoke to CSR **** on 4/24 who was advised it would be stopped. It wasnt. Then last week I had to call again I spoke to **************** and she created another case#TSC0482217.Business Response
Date: 05/23/2023
We've had a member of our IT team look into this issue and they were able to put a hold on the authorization hold for the online order was was causing the issues. Once this was done we called the customer and left them a voicemail to inform them that we fixed the issue on 5/19.Customer Answer
Date: 05/25/2023
Complaint: 20062685
I am rejecting this response because:This was not an online order. The was an online subscription that I cancelled myself. I cancelled the subscription online yet ** still held $44.51 every two weeks from my personal checking account attached the my card.I WANT THIS TO BE PERMANENTLY STOPPED. I do not have an online subscription with your company.
Your company who contacted three times with no resolution.
Sincerely,
*******************************Customer Answer
Date: 05/25/2023
Also. they never called me to discuss anything. I contacted them three times for a resolution and not one time did a receive a call back from them.Business Response
Date: 06/02/2023
Hi ********,
Thank you for contacting the Tractor Supply Customer Solutions Team.We are so sorry to hear that you were not contacted back. On 5/31/23 our IT Team has updated your account so the continuous authorizations would stop getting triggered.
If you have any other questions or concerns you would like to discuss, now or in the future, please dont hesitate to reply to this email at any time. Be sure to reference number TSC0514889, and any team member will be able to assist.
We are passionate about serving our customers and appreciate the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CSTCustomer Answer
Date: 06/06/2023
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:05/13/2023
Type: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 05/12/2023 . I ordered from Tractor Supply online. As a animal shelter. Dog food is a necessity. I paid extra to have same delivery. I do this every 2 weeks. Roadie is a 3rd party vendor through **. On Friday I got a message saying order delivered. But it was not. Roadie said driver was not responding to calls or text. I would need to call **. I called multiple times trying to find the order. Ended at 8 pm speaking with a supervisor who guaranteed the order would be replaced and sent back out Sat 05/13/2023. Once again waited all day with multiple phone calls. The agents were nasty and mean. Would not identify with agent number. Supervisors would not come to the phone. And after 2 days of wasting my valuable time and money. The final outcome was to cancel the order. The last ** employee I spoke with said I would need to call Roadie their 3rd party vendor and demand they deliver my order.Business Response
Date: 05/17/2023
Hi *******,
Thank you for contacting the Tractor Supply Customer Solutions Team.
We have view order as return received and customer will be refunded in 5-7 business days from the return being received on 05/13. Customers return has processed for 2 business days thus far.
If you have any other issues or concerns, please dont hesitate to reply to this email at any time. Be sure to reference number TSC0501020,and any team member will be able to assist.
We are passionate about serving our customers and appreciate the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.*******
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CSTInitial Complaint
Date:05/10/2023
Type: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 rustic yard swing as a present for my mother's 84th birthday. Upon opening the box a few days after purchase it was discovered that the main support beam was cracked and literally fell apart as I was attempting assembly.I was in the midst of packing and moving so I didn't immediately address this with the store but instead boxed everything back into the original box just as it came. (Not an easy task.)When I took it to the store I was told I was simply out of luck. Even the manager called to address me told me tough, you're out of luck as this product carries no warranty at all (including warranty of fitness for it's stated use as a swing I'm assuming.) I was told that had I IMMEDIATELY jumped in my car and made the drive back into town the very minute I realized the problem "maybe" something could have been done. I guess they don't realize people have lives and responsibilities outside running the roads for issues like this.Customer Answer
Date: 05/12/2023
************************
******, ** 75935
Business Response
Date: 05/12/2023
Hi
Thank you for contacting the Tractor Supply Customer Solutions Team.We have forwarded this complaint to the Center, *********** Manager. Please allow them 1-2 business days to contact the customer back with a resolution.
If you have any other questions or concerns you would like to discuss, now or in the future, please dont hesitate to reply to this email at any time. Be sure to reference number TSC0498919, and any team member will be able to assist.
We are passionate about serving our customers and appreciate the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CSTBusiness Response
Date: 05/23/2023
Hi *****,
Thank you for contacting the Tractor Supply Customer Solutions Team.
Were so sorry to hear about your experience with the Red Shed A-Frame Swing, SS-**** you purchased. We pride ourselves on the quality of all our TSC exclusive brand products, including your Red Shed A-Frame Swing, SS-****, so we promise well do everything we can to help take care of this for you!
We hope you never run in to this type of issue again, but did you know that by reaching out to our ******** **************** line at **************, you can speak to a representative regarding repairs, warranty information and replacement parts for our entire line of exclusive brand products such as your Red Shed A-Frame Swing, SS-****? They are a great resource should you need any further assistance down the road!
If you have any other questions or concerns you would like to discuss, now or in the future, please dont hesitate to reply to this email at any time. Be sure to reference number TSC0507406, and any team member will be able to assist.
We are passionate about serving our customers and appreciate the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.*******
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CSTI purchased a rustic yard swing as a present for my mother's 84th birthday. Upon opening the box a few days after purchase it was discovered that the main support beam was cracked and literally fell apart as I was attempting assembly. I was in the midst of packing and moving so I didn't immediately address this with the store but instead boxed everything back into the original box just as it came. (Not an easy task.) When I took it to the store I was told I was simply out of luck. Even the manager called to address me told me tough, you're out of luck as this product carries no warranty at all (including warranty of fitness for it's stated use as a swing I'm assuming.) I was told that had I IMMEDIATELY jumped in my car and made the drive back into town the very minute I realized the problem "maybe" something could have been done. I guess they don't realize people have lives and responsibilities outside running the roads for issues like this.
Initial Complaint
Date:05/08/2023
Type: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 bought a Electric dog collar for $289 I got it home it didnt work I returned it to tractor supply in ***** ******* and they gave me a gift card for $289 I didnt want a gift card seems how I paid with a debit card They wouldnt put the money back on my card so they gave me a gift card instead I wasnt happy with the gift card but I needed to buy a couple more items so I spent $83 well then they double charged me for that $83 and and now I have $139 on my gift card which it should be ********************************************************************************************************* a check so I went to Derby a few days later and the manager wasnt there so its 40 miles from my house to tractor supply and I cant keep driving up there and them not being there or resolve my problem so I called the corporate office and Im supposed to have a regional manager call me back which he never does and this is been going on since 4/21/23 I just would like my money back Without all this hassle they took $83 too much and they dont return my calls they wont talk to me so this is where Im atBusiness Response
Date: 05/26/2023
We've reached out to the district manager over this store location and they will reach out to the customer to fix this issue.Initial Complaint
Date:05/05/2023
Type: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.
Tractor Supply is routinely charging me for things that they do not have in stocks. Then they cancel my order but keep the order pending for 7 business days. First of all, it is false advertising. Second of all when they cancel the order they have a responsibility to release my money immediately. All of their employees tell you that the money goes back immediately when the order is canceled. But I have experienced this problem more than 5 times.Business Response
Date: 05/16/2023
SENT: 2023-05-16 17:28:14
To: ********************
Hi *******
Thank you for allowing Customer Solutions to explain further billing procedures.
When customers place online orders their payment method is authorized for the full amount.
When an order is cancelled by the store, it does cancel the order but authorization charges do not fall immediately, but within 3-5 business days depending upon the method and creditor/financial institution.
There is also an authorization hold that can last longer placed by the customer's financial institution. Should you not see the authorization hold after 5 days we encourage customers to contact Customer Solutions. We cannot locate the authorization code and authorization id number to provide to your financial institution to have it removed.
We do understand the inconvenience and apologize for this.
We have forwarded your request/feedback to the department that monitors our website.
Should you need anything else, or would like to add anything else, let us know at your convenience. Be sure to reference number TSC0497708, and any team member will be able to assist if I am unavailable.
We are passionate about serving our customers and the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.
*******
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CSTCustomer Answer
Date: 05/19/2023
********,
I dont appreciate your pat, disrespectful answer. It is unconcionable that you would treat a regular customer with such disregard. I spend hundreds of dollars a month and shop at least once a week at Tractor Supply.
In this situation, I ordered something online for curbside pickup...there were two items in my order. It turned out that Tractor Supply was falsely advertising the availability of one item. So they charged me for an item they could not deliver. That is false advertising and it is illegal. They cancelled my order. They about 48 hours later, they took the payment for the item I picked up but did not cancel the payment. They left it pending.
I have friends at 3 stores in this area. They all say this is not how the transactions are supposed to go.
You need to take responsiblity for this mistake, make it better and start appreciating your customers a lot more. And not spend so much time blaming others for Tractor Supply mistakes.
***************************
Customer Answer
Date: 05/19/2023
Complaint: 20025110
I am rejecting this response because: This is false information and a clear representation that Tractor Supply doesn't care about its customers and is happy to falsely advertise their products while they take customers money under false pretenses.
Sincerely,
***************************Business Response
Date: 05/25/2023
As per our last response we have forwarded your request/feedback to the department that monitors our website and will work on getting this issue fixed.Initial Complaint
Date:04/27/2023
Type: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.
We orders a shed online with Tractor Supply. The online order offers free delivery, as the item weighs over 1,000lbs. The order was scheduled to be delivered on 04/26. I made arrangements to be available to sign for the order. The item came on a semi, driven by their outsourced third party logistics company. The driver ended up not being able to deliver the product, due to the shed being loaded on the incorrect truck. Both my husband and I spent 2+ days going round and round with TSC customer service and the third party logistics company, with TSC telling me that it was my problem, and that we needed to reach out to the third party delivery company and arrange delivery of the item. The customer service agent, ******, was incredibly rude and demanding. The customer service support during this transaction was absolutely abhorrent. I will absolutely never purchase anything from TSC again, and will advise others to be wary, as well, as it is clear that they do not help their customers rectify issues that TSC created.Business Response
Date: 05/10/2023
We reached out on 5/3 asking for order information needed to be able to look into the issue the customer is having with no response. Without the information required we have no way of looking into this issue further.Initial Complaint
Date:04/24/2023
Type: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.
Return for order #**********, SKU # ******* initiated on 4/12/2023, but have yet to receive the refund of $753.98. I have called them twice and sent 4 e-mails, but have not received a response.Delivery was didnt show up not at the confirmed appointment time. They were two hours late on the rescheduled appointment and showed up without the item. They went out and came back promising a 15 minute turn around, and were another two hours, then delivered a damaged item. Called their customer solutions line and their employee hung up on me without saying a word. Called them back and before answering the call, I could hear the call center employee talking in the background in an unprofessional manner. When she did pickup, the refund process took almost 30 minutes to initiate. She couldnt demonstrate even the most minimal level of care and concern. Have sent 4 additional inquires via e-mail and their website, but have not received a response.Business Response
Date: 04/27/2023
Hi ******,
Thank you for contacting the Tractor Supply Customer Solutions Team.
Were sorry to hear you may not be satisfied with your online purchase. However, our goal is to make your return experience as quick and easy as possible. If youre not completely satisfied, simply follow the steps below to return your freight item(s).
1. Disassemble the item(s) and place them back in the original packaging.
2. Re-secure the item(s) to the pallet with rope, twine, plastic wrap, saran wrap, or other like items.
3. Place the pallet in the location it was delivered or a hard surface that is semi-trailer accessible.
4. Respond to the carrier's request for a pick-up appointment by phone or email.5. If refused on delivery, create a return for XPO to return to sender.
Once XPO return to sender and the sender receives item, then you will be refunded as we can not refund due to sender not received item.
We have viewed a return was created and we are awaiting XPO to return to sender. If you have any further inquiries for when item will be returned to sender, please contact *** logistics in regards.
Service Center
*** ******* (NAT)
*************************************************************************************************,
Customer Service:
**************
Toll-free:
**************
If you have any other questions or concerns you would like to discuss, now or in the future, please dont hesitate to reply to this email at any time. Be sure to reference number TSC0481701,and any team member will be able to assist.
We are passionate about serving our customers and appreciate the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CSTBusiness Response
Date: 04/28/2023
Hi ******,
Thank you for contacting the Tractor Supply Customer Solutions Team.
Were sorry to hear you may not be satisfied with your online purchase. However, our goal is to make your return experience as quick and easy as possible. If youre not completely satisfied, simply follow the steps below to return your freight item(s).
1. Disassemble the item(s) and place them back in the original packaging.
2. Re-secure the item(s) to the pallet with rope, twine, plastic wrap, saran wrap, or other like items.
3. Place the pallet in the location it was delivered or a hard surface that is semi-trailer accessible.
4. Respond to the carrier's request for a pick-up appointment by phone or email.
5. If refused on delivery, create a return for XPO to return to sender.
Once XPO return to sender and the sender receives item, then you will be refunded as we can not refund due to sender not received item.
We have viewed a return was created and we are awaiting XPO to return to sender. If you have any further inquiries for when item will be returned to sender, please contact *** logistics in regards.
Service Center
*** ******* (NAT)
*************************************************************************************************,
Customer Service:
**************
Toll-free:
**************
If you have any other questions or concerns you would like to discuss, now or in the future, please dont hesitate to reply to this email at any time. Be sure to reference number TSC0481701, and any team member will be able to assist.
We are passionate about serving our customers and appreciate the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CSTInitial Complaint
Date:04/21/2023
Type: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 bought a gate, accessories and fence panels as part of a chain of orders covering a fence made from welded wire. I received this gate but not the fence panels which is very frustrating given the fact that it took TSC one month to figure out that the fence is not in stock (initially they stated it is in stock but the address was wrong). So I waited one month for the fence and eventually the order was unilaterally cancelled and now I have to return the gate and the other parts. Also, I paid a deposit with the contractor installing the fence which I am loosing now. I am deeply dissatisfied with the way this issue was handled and to me TSC proved the fact that they have no respect for the customer and somewhere in their ordering structure they have quite a few incompetent workers It's a shame, I used to love this store but this will make me move my business elsewhere and avoid dealing with TSC in the future.Business Response
Date: 04/26/2023
More Information...Hi ******,
Thank you for contacting the Tractor Supply Customer Solutions Team.
We are sorry to hear about you experience with your order- **********. This was a seasonal item at the time you created your order and we have viewed we have inventory at the DC for the panels. This item is currently only available to be purchased online through our website, so you wont find it in any of our stores, but were more than happy to assist you with placing an order with a $50.00 discount.
Simply give ** a call at ************** during the hours of operation below and any team member you reach will be able to help you with creating a order with a discount. Be sure to reference number TSC0479246, and any team member will be able to assist.
We are passionate about serving our customers and appreciate the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.
*******
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CST
Detailed complaint:
Service Issues
Customers Statement of the Problem:
I bought a gate, accessories and fence panels as part of a chain of orders covering a fence made from welded wire. I received this gate but not the fence panels which is very frustrating given the fact that it took TSC one month to figure out that the fence is not in stock (initially they stated it is in stock but the address was wrong). So I waited one month for the fence and eventually the order was unilaterally cancelled and now I have to return the gate and the other parts. Also, I paid a deposit with the contractor installing the fence which I am loosing now. I am deeply dissatisfied with the way this issue was handled and to me TSC proved the fact that they have no respect for the customer and somewhere in their ordering structure they have quite a few incompetent workers It's a shame, I used to love this store but this will make me move my business elsewhere and avoid dealing with TSC in the future.
Company: Tractor Supply Company, Inc.
Consumer: Rain, ******
This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.
Please click on the link below to access BBB's *************************** System to read this message.
Go to: ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
Enter Code: 53956071-8E80B
This is a no-reply e-mail. Replies to this message are not monitored or answeredBusiness Response
Date: 04/28/2023
Hi ******,
Thank you for contacting the Tractor Supply Customer Solutions Team.
We are sorry to hear about you experience with your order- **********. This was a seasonal item at the time you created your order and we have viewed we have inventory at the DC for the panels. This item is currently only available to be purchased online through our website, so you wont find it in any of our stores, but were more than happy to assist you with placing an order with a $50.00 discount.
Simply give ** a call at ************** during the hours of operation below and any team member you reach will be able to help you with creating a order with a discount. Be sure to reference number TSC0479246, and any team member will be able to assist.
We are passionate about serving our customers and appreciate the opportunity to be here for you.
Thank you so much for choosing Tractor Supply Company.
*******
The TSC Customer Solutions Team
************************************************************; 37027
************ | www.tractorsupply.com
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CSTCustomer Answer
Date: 04/28/2023
Complaint: 19965525
I am rejecting this response because:
1: I called 4-5 times, each time I was given a different reason for the delay. First was the wrong zip code on the delivery address (the address was self populated as ship to store), then order was delayed because the vendor thought is a residence delivery but they have a commercial address, then it was the fact that one item was cancelled on the order, and finally the order was cancelled as out of stock. Which way is it? Which one of those responses is a lie?
2: I paid $500 deposit with the contractor retained to do the work. $50 discount is not repairing anything
3: I had a promotion where shipping was free. Now I have to pay in excess of $200 for shipping.
4: I placed a bad review on TSC website and I got an email stating that my review is not publishable.I am sorry but I have no reason to accept the proposed resolution. TSC only states that they have a customer centric culture. Reality is different.
Sincerely,
*****************Business Response
Date: 05/05/2023
On May 4, 2023 12:48:33 PM PDT, '<TractorSupply.com>' wrote:
Hi Mr. *************** sincerely apologize for the errors with online order 1125914721.
The original issue with the delay of the delivery to the store were address points needing to be updated. A cancellation request came in for gates, but to continue with order processing the panels. Unfortunately, both the gates and panels were cancelled. The reason in our system is showing Out Of Stock from the vendor, which was incorrect at the time and not updated to show cancelled in error. Again, please accept our apologies for our confusion and delayed updates to our system to communicate with you properly.
We looked the order ********** for the 1 gate shipped and picked up. This order did not apply shipping charges. We do know our order confirmation shows the shipping, but notes a credit, but mistaken as a charge. Also, the authorization is for the full amount, once processed, the shipping is removed.
Due to the original order being cancelled, discounts obviously cannot be applied. We would like to apply a $75.00 discount on order ********** for the gate and send a $100.00 Tractor Supply E gift card. This is something you'll receive within 24 hours, can use online, in store, and doesn't expire for 2 years.
Reviews are removed if not applied to the product. Reviews for Tractor Supply directly can be done via email or phone to Customer Solutions or with our **************** and/or in store Management Teams.
Respond back at your convenience with any further thoughts/concerns and how if you accept the discount and gift card offer.
Be sure to reference number TSC0491605, and any team member will be able to assist if I am unavailable. I am in the office 12p.m. to 9p.m. Tuesday through Saturday.
We are passionate about serving our customers and the opportunity to be here for you.
Thank you,
*******
TSC Customer Solutions Team Member
************************************************************; 37027
************ | www.tractorsupply.com [*************************************]
Hours of Operation: Mon-Sat 7am-9pm CST and Sun 8am-7pm CSTBusiness Response
Date: 05/10/2023
On May 6th an offer to discount an order and gift card was offered.
On May 8th, the Mr. **** responded that he did not wish to seek compensation or pursue the issue any further.
On May 10th, a Tractor Supply E gift card was sent to customer.
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