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:04/01/2025

  Type:Service or Repair 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.

  I purchased from Hansen Supply Company property boundary markers as advertised on there website ********************************************, item number BM-66-03. The purchase was made about 03/25/2025. Their webpage has a color photo of a orange fiberglass property marker 66" described as Hansen Boundary Marker 66 inch Orange posts, Only sold in boxes of 25 posts. The packing list lists Boundary Survey Marker 66 IN ****** (25 Case) - Ordered 1 To Ship 1. The shipping cost for this item was $85 via **** My complaint is that of false advertising. The photo they use clearly shows a survey marker sticker fixed to the post. The post came as a plain orange post without any sticker or marking. When I contacted the company they stated they used the photo as an example only but that was not indicated on the webpage. The one line description of the product clearly states Only sold in boxes of 25 posts. I was shocked at the cost of shipping, but taking into account a box of 25 fiberglass posts must weigh at least 25+ pounds I ordered the product. When it arrived there was only a single, unmarked orange post in the box.

  Business Response

  Date: 05/15/2025

  Thanks for reaching out for clarification on SO7425272.  We have been in contact with the customer about their recent online purchase. The Orange boundary marker that was purchased was in fact sold as an EACH, not as a case, and showed a survey marker sticker for illustrative purposes only.  The verbiage of the packing slip was incorrect, intended to show full case quantities only.  The website did previously note that they are sold 25 in a case, which is a commonly asked question, and in fact has been updated to show volume pricing and remove any potential misunderstandings regarding what is included (with additional instructions about contacting us if you would like to customize label options for your specific project in the subsequent Details section).  We apologized for any frustration this may have caused and offered to send the customer one custom label (at no charge) for the one boundary marker they ordered due to this miscommunication.  Shipping of oversized items (this marker is 66 in length) was reflected on the shipping for this item due to the larger than standard dimensional weight.  We have reached out to the customer by phone as well, leaving a voice message to best resolve this issue, and will gladly credit the customer the cost of the stake and shipping if they are not happy with the product.  Hopefully, this explanation, and updated verbiage will allow for more clear description of our online boundary markers satisfies this open complaint.  Hansen Supply takes these matters seriously, and always strives for 100% customer satisfaction for each and every one of our customers.  
  

  Customer Answer

  Date: 05/15/2025

   
  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,
  
  **** ******