Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing on behalf of my elderly mother regarding a deeply disappointing experience with Stine at the Natchez, MS location. On 11/17, she purchased four window blinds (Purchase #: ********) after being assured multiple times by employees that the blinds could be cut to her specific size requirements. She asked several associates throughout the store about this capability and was repeatedly told it would not be an issue. However, when she returned to the store on 11/23 to have the blinds cut, she was informed this was not possible. To add to her frustration, one associate said, “Whoever told you that didn’t know what they were talking about.” This made it clear that either the staff lacked proper training or intentionally provided false information to make the sale. Adding to the disappointment, she was told that the blinds were final sale due to the promotion, leaving her out of luck with unusable products. This situation is especially disheartening as it leaves my mother—an elderly customer—out of options during a time when holiday expenses and colder weather are already weighing heavily on her. She trusted Stine to provide honest guidance, only to be met with an unfortunate disregard for customer trust and satisfaction. If this issue is not resolved, I will have no choice but to escalate this matter to the local newspaper and news station. It is my hope that Stine will recognize this error and take steps to correct it, ensuring no other customer experiences such disregard.

  

  Business response

  12/02/2024

  After the complaint was brought to our attention, I contacted our Natchez store manager to research which product was purchased.  Upon review, the blinds that had been purchased were considered closeout items that are price reduced and typically non-returnable. Unfortunately at the time of purchase there was some confusion on cutting window blinds.  We do cut blinds to fit, but the original size must be within a few inches of the custom size. Our service team did not do a good job of explaining that to the customer so when the blinds were brought in to cut, it simply was not possible to cut them down to the custom size the customer wanted.  Due to the misunderstanding, we offered to refund the blinds for the customer.  It is my understanding that the customer has already visited the store and received their refund. I apologize for any misunderstandings. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased 9/18/2023. I called on 8/21/2024 talk to manager told him my air conditioner was making a bad noise he said he would call me back. 2 hours later he called me and told me to bring my receipt and air conditioner back and would give me another one on 8/22/24 i brought it back but they did not have a air/heat all the had was a air no heat. So i asked for a refund so i could go and buy me a new one like i had. A lady manager I talked to was going to do it then ***** came up and said they didn't have the money I told ***** they had the money from the day before in their safe or he could go to the bank and get it. ***** said he couldn't get the money from the bank. Then ***** walked away from me, I caught up with ***** and told him I needed my money so I could go and buy another air conditioner. ***** said he couldn't have the money I told ***** he is putting me in a mind. ***** said he could not help me out. Then he went to the warehouse all they had was a 230200btu air and heat. ***** said he would take 200 off of the price of the 23200 btu air and heat. I didn't have no other choice but to take it. ***** ****** me to take it because he wouldn't give a refund on my other one I brough back which was a 25000 btu air and heat. ***** gave me a phone number to call main office his boss ****. told Mr. **** what was going on he said he would try to find me one. 2 hours latter he called me back and said he couldn't find me one, Mr. **** said the one I bought last year was the last year they made the 25000 btu. **** offered to give me money back on the 23200 btu, If ***** would have refunded my money 873.51 I could went some where else bought me one. I feel like because I 74 years old they took advantage of me being a senior citizen.

  

  Business response

  09/19/2024

  I'm very sorry that Mr. ***** had an unsatisfactory visit with us.  Mr. ***** purchased a 25000 BTU unit from us on 9/18/23. On 8/22/24 he visited our Natchitoches store to either return or replace the unit.  Unfortunately, that unit has been discontinued and is no longer being made. Because we were not able to replace the unit, Mr. ***** asked for a refund. My manager explained to Mr. ***** that our registers do not have that amount of money in them that early in the morning and if he could come back in the afternoon then we could give him his money back. Mr. ***** did not want to wait so my manager said that he could swap the unit for a 23200 BTU model plus reduce the unit by $200 since it was smaller than the original unit purchased. He also explained to Mr. ***** that if he got home and did not feel the 23200BTU unit was not large enough to cool his home then he could return it for a full refund. My manager also offered, in the event that the 23200BTU was too small for his home, to sell him an additional smaller unit at a discounted price for his bedroom. Mr. ***** left with the discounted 23200BTU unit. Mr. ***** then contacted our corporate office where my Director of Operations* **** *******, received the call. **** checked all of our locations to make certain there was not another 25000BTU unit available and checked with our buyer to make certain she could not get one. Unfortunately this unit was discontinued and there were none available to give to Mr. *****.  **** then offered to refund him for the 23200BTU unit if he was not happy with it.  Again, I apologize for the inconvenience and unsatisfactory service that Mr. ***** received, however I believe we tried everything we could to resolve the situation. If Mr. ***** is not satisfied with the 23200BTU unit, then we will refund his purchase, we just ask that he returns the unit in the afternoon so that we can make certain there is enough cash available for the return. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I visited Stine's to purchase a refrigerator on 5/30/23. The model we selected on the floor was sold out and the display was sold but not marked. So I went home to look over the models they offered online * ************************************************************************************************ and selected a model which better suited my needs and was at a lower price than other models at the store. I received a "Thank You" confirmation email and an "Order Has Been Placed" email informing me to contact the Stine Store in Natchez for more information on order. So I traveled to Stines to speak to Sales Rep. ****??. When I spoke with **** and the first thing he said is that my order was an online order. I stated: Yes. **** said we don't sell that model and Stines can't even get that model. I asked why does Stines advertise and pretend to sell these online if Stines has no intention of delivering on their sell. **** just smiled and shrugged his shoulders. This is plainly fraudulent advertisement and a method for Stines to get customers into their store for HIGHER PRICED refrigerators.. My desired settlement would be for Stines to sell me a comparable Frigidaire at the same price they advertised online and pretended to sell me. Stine's sales emails are included.

  

  Business response

  05/31/2023

  I phoned Mr. ******** and apologized for the misunderstanding with our website.  The last thing we want to do is misinform customers. Unfortunately all items on the site are not available in our store, but are available for us to order from the manufacture and have shipped to our locations provided they have inventory.  There are disclaimers on the site that reads items may be temporarily unavailable. Unfortunately, you are able to put the item in a shopping cart unaware if the item is stocked in our warehouse or available from the manufacture, but it does state that an associate will contact you with more information. Fortunately we stocked an upgrade of the item Mr. ******** found online and we had it in stock at the Natchez location, so I was able to provide him with that unit at the same price as the lower grade model that was online. Mr. ******** was thankful and went to the Natchez store to purchase the unit.

  Customer response

  05/31/2023

  
  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,
  
  **** ********

*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. ↩