Complaints

• Initial Complaint

  11/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On November 25th I attempted to purchase 4 cases of windshield washer fluid from the Streetsboro, Ohio store at around 1100am. The store ad said limit 6. Walking in the door, cases were stacked on a pallet. I grabbed 4 cases. In the store I was told by store manager the limit was 6 bottles. The store ad did not differentiate the limit between cases or bottles. Inside the door there were cases for purchase with sku codes on boxes. The lables on store shelf simply said "limit 6" like the ad did. At checkout, the cashier would not let me purchase 4 cases. When I asked if I could just come back in 4 different times she said the limit was 6 per day. The ad did not mention 6 per day per customer just simply said limit 6. The cashier was making rules up on the fly that contradicted all other sales terms. When I left the store I called corporate asking for a district manager to help resolute the matter. I talked to someone named "***" whom said he would call me back. I never heard from him. Family Farm and Home did not do their due dilligence to resolve the matter. In fact, they did the exact opposite. They proceeded to cover up their wrongdoings. Please see the pictures attached. I went back to the store and took pictures at 6:30pm. Gone were the cases at the front of the store. The tag at the indivdual bottles in automotive now read differently. However, the sale ad still reads the same. While vendors routinely limit sales to commercial vendors for business purposes I am not a business nor vendor. Denying a sale to me is in violation of the Consumer Sales Practices Act of 1972. I intend to pursue this matter through the Ohio Attorney Generals office. I simply want 4 cases (6 bottles per case) of washer fluid at the price advertised. All of this is over what amounts to $20.

  Business response

  12/12/2022

  [BBB transcription via phone call]

   

  Business did have a recent ad, limit of 6. Which was also stated in the ad. Consumer tried to purchase 4 cases. There are 6 in a case. Consumer did not want to speak to the business, only wanted to talk to a district manager. Consumer called corporate, who also reached out to the business. Business was willing to give the consumer the 4 cases to resolve the issue however the consumer never came back. His cart remained until around 5:30PM. 

  Customer response

  12/12/2022

   I am rejecting this response because:
  
  I did speak to the cashier. The cashier called the manager. When the manager would not sell me the 4 cases I called the corporate office. The person on the phone said they would call me back. They never did. No one called me back and no one offered to resolve the issue. Attempts to call back corporate after hours were met with full voicemail boxes. I can't come back to resolve an issue that I am unaware there is a standing resolution in place. 

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