Complaints

• Initial Complaint

  16/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on Nov. 4, 2024 for 20 (4pk) ****** Easy Set Mouse Traps. Order number #******* (order amount $67.12) The order was confirmed and the website showed that there was more than enough available to fulfillthe order. On Nov. ****** I received an email stating that 10 of the ********************************************** our town. After waiting 20 days and having not received the partial order nor any additional contact from Peavey Mart, my husband contacted head office on Nov. 25, 2024. The person he spoke with stated that yes, part of the order was shipped and should be arriving to the store any day now. They suggested that we wait until Friday Nov. 29, and that if we still did not hear from them to contact head office again. We have not heard from the store (and we did not receive any notice that there would be a delay in the shipment of our order); therefore, we contacted head office again. **** confirmed that the order (full order, not partial order) is in transit, but could not state when it would be received. I am finding this unacceptable. It appears that the order is now being fulfilled as a backorder. It should not take 1 month to receive an order that was stated as being in-stock and available. Furthermore, the tracking on Peavey Mart website states that the order is "not fulfilled"---yet I am being told (by head office)that yes, it is fulfilled and is in transit. It appears that Peavey Mart was selling and taking money for orders that they could not readily fulfill. Peavey Mart charged me for these items on Nov. 4, 2024. This seems like it is false advertising and I am very troubled by this practice. I would like to receive this order and would like to be compensated for the inconvenience Peavey Mart has caused.

  Business response

  29/01/2025

  Hello,
  
  I am looking into the status of this order to see if it has been fulfilled. I will advise and provide additional comments and information, when my investigation is complete.
  
  Thank You 

  Business response

  29/01/2025

  I have now concluded this investigation.
  
  The customer received 6 of the items. And on  Jan 2, 2025 we refunded the items we could no longer fulfill. Then on January 20, 2025 we refunded the customer for the 6 original items, allowing the customer to keep the 6 items received for free, to apologize.
  
  We do not false advertise, and do not bait and switch. We make every effort to only list items on sale, based on a forecast model. In this case, we originally had inventory for the order, however, by time the order went into the system to ship goods from locations with inventory, the inventory sold down locally causing the other items to not arrive. 
  
  In any circumstance where we can't fulfill a product, we issue refunds without hesitation. In this case, our *********** went above and beyond for the frustration and inconvenience caused to this customer and refunded what they originally picked up, to apologize for the issue. 
  
  We thank this customer for submitting a complaint to the BBB, and for previously working with our *********** to make the situation right.
  
  This case has been closed and completed internally, as of January 20, 2025. 
  
  Apologize on the delay in responding to the BBB complaint via the online platform. 

  Customer response

  29/01/2025

   
  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,
  
  ******** ****

• Initial Complaint

  25/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have issues regarding our account, a home account through ********************. That account number is 4778. Our account is suspended without being told it's suspended from Peavey. We waste a great deal of time and cost to go to the Peavey store and once at the cashier we find out we are not able to use the account. We then leave the products we wanted to purchase or have to use another form of payment. We have this home account to charge items and to pay later. In the past, this account is suspended because of late paying the "total owing" and punishment is reducing our credit limit. No one notifies us of either of these changes. For example our credit limit used to be $3,000 and now $800. When they suspend the account they put 0.00 credit limit so each time at the store it comes up over your limit. However we can find no reason to suspend our account in October or November this yr. We paid $300 October 15th and $600 November 7th. This amount should have been more than enough to pay our monthly owing and yet today it was found over the limit at the store. So once again we are not able to charge things on this account. No notice was given our account was suspended and we were advised tomorrow our account will be reactivated. No notice of changes and we were paid up. It's embarrassing to stand at the cashier and be told you are over your limit. We ask that a neutral party look into this matter of suspending our account without notice of why it's suspended.

  Business response

  10/12/2024

  Hello,
  
  Upon investigating, I have determined that our Finance/ Account team has been in communication with you regarding this, and trying their best to help you. 
  
  Our finance team confirmed with me they sent a ticket into the systems tool, to increase your limit to make the charge, once hearing about the suspension. 
  
  The system automatically suspends accounts that have invoices 60+ days old, and this particular instance showed a suspension earlier in the year, which is why a limit was reduced given that payment schedule. 
  
  As it's a financial matter, and doesn't reflect Peavey Mart negligence, I would prefer not to share direct details on the BBB platform. (Or any more than required, for BBB to assist with the case). 
  
  If you feel that you require anything further, please continue to work with your Peavey Industries LP contact in Finance as you have been. 
  
  I don't believe this is a BBB issue, however, I am available to support communication if required, and if you feel you haven't gotten a resolution through your direct line of communication that's been ongoing. 
  
  We do want to say that we appreciate your business, and will make every attempt within our control, to ensure you can continue using our finance program, so long as the requirements are met, to do so. 
  
  Thank You for being a customer, we value your business. 
  
  

  Customer response

  11/12/2024

   
  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 

  Although I agree with some of the response, I do not agree with all stated. At the time of filing, it is correct the finance department contacted us. At first, there came across it was I that caused this deactivation on account.  It was stated I would receive information on this matter,  however,  Peavey cut off communication after Nov 25th. We have heard nothing more. We have not used the account since and hardly use the peavey store. It is clear peavey does not want business from us from the lack of communication before and after this complaint process began. We agree this isn't necessarily the best platform to use for this type of situation,  however,  after months of no return calls, prior to Nov 25th, from finance,  we felt there were  limited options. We thank everyone for their involvement in this BBB matter and will close this file in "hopes" of a satisfactory resolution and further communication. 

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  23/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an order on 3 Sept 2023 for a leaf sweeper from Peavey Mart online. I remember the estimated time being around 1 week for them to deliver the product to the nearby store for pickup. Since then I have received on 30 September 2023 an email saying the order was shipped. I contacted the store and they say they have no idea where the product is. I asked to cancel the order due to the ridiculous delay and lack of communication and they said the store cannot cancel online orders. They suggested I send an email to their customer service. I sent an email on 17 October 2023 and to this day, 23 October 2023, I have yet not received any answer or update about my order. And the worst is that I cannot cancel it and there are no phone numbers I can call, the only means of communication is through an email that they do not answer. And the store keeps saying they can't do anything about it. I am beyond frustrated, I needed the product with a certain urgency and now it has been 8 weeks since I ordered and still nothing. This is the last time I will ever buy from this store again and I will be contacting a lawyer soon to deal with the situation in court.

  Business response

  06/11/2023

  Hello and thank you for your message through ***.
  
  I have reviewed with the team and see internal discussions with you as well as resolution.
  
  ******* will also be reaching out to offer a Gift Card to apologize for the shipping delay.
  
  Because there is documented communication with you, I would like for us to close and resolve this with ***, as I feel it's being addressed with further action to come, via *******.
  
  Please let me know if you feel another way.
  
  Thanks again for giving us the opportunity to address this with you. 

  Customer response

  12/11/2023

  
  Complaint: 20770223
  
  I am rejecting this response because:

  I have not been contacted by anyone called ******* and have not received any discount or refund from Peavey Mart. The product finally arrived but it took 2 months waiting with minimal communication from the company and local store not being able to give me any information whatsoever during this time. Extremely disappointed.
  
  Sincerely,
  ******* ********
  

• Initial Complaint

  13/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My Husqvarna mower came without the 2 batteries, the charger and key last summer. They were stolen by PM employees. I’ve been dealing with a manager that didn’t do much. Until I got really upset. I received a unit last week that has a part missing, is scratched up with tires looking worn and no keys. It’s supposed to be new. They also sent the keys in a different package that I still haven’t received. After calling ***** ****** (my contact manager) to complain yet again, and reaching out to PM’s CEO **** ********, and getting silence from both, I’m now needing to file a complaint against a business that’s not accredited by the BBB.

  Business response

  14/06/2022

  Hello,
  
  Thank you for taking the time to message about the issue you have experience. I've taken some time to explore the issue and investigate on our end.
  
  The unit you purchased was not purchased through Peavey Mart. You purchased it through a reseller with no affiliation to Peavey Mart. 
  
  Our team was empathetic and did feel for your situation, even though the item was not purchased from Peavey Mart in the first place. 
  
  Unfortunately, them going above and beyond resulted in further frustration to you, which we are sorry for. We did attempt to repair the unit but there were great delays in the repair depot in getting this done.
  
  Two team members then did offer you a new product in a box at no charge, but this was declined.
  
  We then shipped a unit and keys and shopped this to you. The mower and unit was verified, but you were not satisfied with the unit claiming it was scratched and dented. 
  
  After investigation it looks like the team made reasonable effort to resolve the issue, but with no desired results. ***** (who you mentioned in the claim) did in fact stop replying to you just recently after receiving inappropriate text messages from you which included harsh language. 
  
  I will reiterate that the original unit you purchased was not through Peavey Mart. Our team just took steps to try to resolve this issue for you.
  
  Given the information I have, I would like to learn more from you in what I can do for you to satisfy the situation. 
  
  Thank You for your time,
  
  

  Customer response

  14/06/2022

  
  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.
  

  The unit in question came from Peavey Mart and sold as new to the 3rd party. You sold a unit missing both batteries and charger. I see that you don’t care what you sell as long as you sell. Peavey Mart has staff problems. I now know to never ever buy anything from you. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  04/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 20 2022 I ordered 8 rolls of hinge joint field fence and when I went to pick up my oder I was told I ordered barbed wire which was incorrect and I have the receipt that's shows I ordered the field fence there other problem was price they said the field fence was nearly double the cost which to me shouldn't matter as I have a recipte that says I ordered and payed for field fence I was told to wait while they talked to the manager after 45 muinuts they came back and said they could do nothing at the store which was upsetting to waste 45 muinuts for that and to have nothing further to say so I contacted the head office and was simply told they will cancel my order I said this was not acceptable and to please put me in touch with someone who could help further resolve the issue after nearly 1 week I have not heard from anyone and am dissatisfied with the service I have received I would like to have things straightened out and receive the order I had placed for field fence

  Business response

  04/04/2022

  Hi Again,
  
  That very day we communicate we authorized our team to issue you another $50 credit/ gift card for the troubles. 
  
  This was sent on March 15th, 2022 to your physical address.
  
  This should have already arrived at your property for use. 
  
  Can you please sure to confirm that you did or did not get this gift card.
  
  And in the future, you can simply communicate through us without going to ***.
  

  Thank You for the information.
  
  If it hasn't arrived, we will cancel the card and re-issue a card.
  
  

  Customer response

  04/04/2022

  
  ********** ********
  
  I am rejecting this response because: they have not made an effort to fix the problem and it appears they did not even read my complaint last month there was a report and a somewhat satisfactory solution this time they made mention of that complaint but completely ignored the problem at hand currently 
  
  Sincerely,
  
  **** *****

  Business response

  05/04/2022

  Hello ****,
  
  
  The issue was addressed the first time you brought it to our attention by way of staff corrected the error on the ecommerce listing that caused this concern in the first place. Mistakes do happen and we reserve the right to correct the errors. You can view our website terms and conditions to review that.
  
  After the issue was addressed, you created a complaint with the *** as you didn't believe it was satisfactory.
  
  We apologized for the error and asked if we could provide a gift card for the error off of ***. 
  
  That day we issues a gift card. (March 15th) 
  
  
  Please let us know which part you do not find satisfactory as we are replying to your concerns, we offered a free gift card for your troubles and we've apologized.
  
  
  I will leave this with you ****. What is it that you would find satisfactory? We are looking to provide assistance but are not sure at this point what it is you are looking for.
  
  Appreciate the follow up and hope you have a good day.
  
  
  

  Customer response

  06/04/2022

  
  ********** ********
  
  I am rejecting this response because: please give me a call this afternoon around 3pm Alberta time I have had a very long week thusy late response I believe there is a few details you are not comprehending in my complaint and I believe a phone call might help straighten things out a little easier my number is ************
  Sincerely,
  
  **** *****

• Initial Complaint

  11/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  on February eighth of twenty twenty two I made an online order with peavey mart for twelve rolls of quarter inch hardware cloth three feet tall and fifty feet long for five dollars and twenty nine cents each it was a one day cyber flash sale so this price seemed reasonable to expect i figured it was last years stock and they were preparing for a new season when I went to pick up my order at the beginning of march i was presented twelve rolls five feet in length I said there was a misunderstanding then when she looked it was a sku error so she said she would contact the office and someone would contact me no one contacted me for apoxx two weeks so I reached out and was informed they would do fifteen percent of of the current price which is one hundred and twenty five I said there is no way that's a fair deal try again I said I had seen it on sale recently for 47 he said oh yeah i could do that last sale price i said well that's not fair i could have done that myself I have a receipt that says i purchased twelve rolls for five dollars and twenty nine cents and i asked in the local store there is four rolls can you at least honor that price on those four rolls he said no i said i would contact the bbb and discuss with them it is false advertising and a fail at customer service i would in the end like to receive all twelve rolls for my receipted price but would settle for the four in stock locally i done see how it can be fair to sell something and then say oops my bad its actually this price

  Business response

  11/03/2022

  Hello ****, 
  
  It is very important we ensure we have good date which represents our sku's and our product. 
  
  False Advertising is when a retailer or organization does something on purpose or with intent. Peavey Mart has never and would never participate in any misleading advertising tactics. 
  
  In the case of the hardware cloth, you alerted our store of the issue and they contacted our home office and addressed the error in the description of the product. 5' not 50'. 
  
  *** *** *** **** ** *** ********* ***** **** ***********
  
  We appreciate you letting us know about the error and giving us the opportunity to correct it.  
  
  I am sorry you were not satisfied when the store attempted to provide you a different product with a discount for the description error.
  
  I have included this from our websites terms & conditions;
  
  'Although we strive for accuracy, some errors may occur. Peavey Mart reserves the right to correct any errors. This includes regular and sale pricing posted in error. Peavey Mart reserves the right to cancel any orders with errors in pricing. This also includes errors related to promo discount codes.'
  
  Thank you for your message ****, we apologize again that there was an error. 
  
  If you would like to take us up on a Gift Card to apologize for the error, please let us know by emailing us ****************************** once this BBB file is closed.
  
  

  Customer response

  11/03/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat  satisfactory to me. And they have asked for further communication in terms of fixing the problem
  
  Sincerely,
  
  **** *****

• Initial Complaint

  22/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On January 21, 2022, I purchased an item from Peavey Mart website for pickup at the St. Jacobs store (O# *******. The purchase was charged to my credit card. The website indicated that the item would be available for pickup on or about January 27th. After about 2 weeks with no shipping information, I contacted the store. Phone waits were over an hour, and emails had 10 day expected delay. The email reply was to wait for the shipping notice. It has now been a month, with no shipping notice.

  Business response

  08/03/2022

  Hello,
  
  I apologize that this order took longer than expected to arrive in our store. We do not enjoy disappointing our customers. We are sorry.
  
  
  My system shows this order was also completed on February 23rd, 2022.
  
  
  If an order placed takes too long to satisfy the customer, we absolutely provide refunds with no fuss. This is standard operating procedure for our company. 
  
  You mention in an email to our call centre on February 22 that you would be making a complaint to the *** not because of the delay but because of lack of response. I see in my records that ******** did reply to you on February 8th. I also see ******* responded to you on the 22nd. I apologize if you feel the team didn't provide enough information to satisfy your needs. I will work with our call centre manager to continue to coach the team on ensuring a reply is satisfactory. 
  
  
  Thank you for giving our team the opportunity to follow up on this, we appreciate your business.
  
  Thank You, 
  
  

  Customer response

  09/03/2022

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

  The company replied to me via email On February 22, and I received a notice of delivery for pickup at the store that same day. I was able to go to the store and pickup the item the following day.

  With all clarity, the primary issue was that the order was placed on January 21 AND WAS NOT ACTIONED until February 22nd and until this complaint was filed. The email referred to in the business reply was to "wait for the shipping email", and truly I did so. The reply to wait, for a month since placing the order, should not be acceptable business practice even with COVID times. Delays to the customer should be acknowledged, especially if the financial transaction has been completed, with communication to those customers and I hope that this is considered not just for me, but for all customers.

  Sincerely,
  
  **** ****

  Waterloo, ON

  P.S. We really love the toboggan. Thank you.

*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. ↩