On February 28, 2012, I purchased a Wilson & Fisher 9 Ft. Market Umbrella SKU#210020428 for $60.00 at my local Big Lots at 1211 Tower Blvd. Lorain, Ohio. Then, on March 3rd, I exchanged and repurchased this umbrella for $48.00 with a 20% off discount coupon.
I did not use this patio umbrella in snowy March and I did not use this umbrella in showy April. Anyone who lives in Ohio would know that! I did put out this umbrella on May 28th for my Memorial Day picnic. Eight (8) days after I put out this umbrella, the metal mechanism button that is used to tilt this umbrella popped out and landed on my glass top patio table.
On June 5th, I took this broken umbrella, the original cover it came in, and my original receipt to my local Big Lots. I was told by the manager that they would not return, refund, nor exchange this item because it was over 30 days since it was purchased. I explained that since this patio umbrella was not used during winter that I would have had no way to know it was defected for two months. I was told to contact Big Lots. Com.
On June 5th, I wrote a letter to BigLots talk2us.com and explained my situation. Well, after numerous emails back and forth, the end result was that they would not help me and told me to contact YADA TECH 866-811-0240 - that they were the vender. On June 21, 2012 I called the number provided to me by Big Lots.com and YADA TECH told me that they were located in Canada and that they did not provide merchandise to Big Lots in the USA. So next, I called Wilson & Fisher at 877-539-7436 and they said that they only sell under the name of Court Yard Creations to Big Lots. So, I then started to call Big Lots Corporate number at 614-278-6800. After I left numerous voice mail messages for customer service, I finally asked the operator to connect me to a live person. Josh from costumer service answered the phone and I once again told him my situation….. that I paid $48.00 for a patio umbrella that lasted 8 days. He told me that he was aware of my situation via my emails and that there was nothing he could/would do for me. "That I was out-of-luck… Big Lots buys cheap stuff from over-seas… 30 day return policy." etc. –He also told me that he was aware that YADA TECH was not a vender for Big Lots. Why I was given that number via email is beyond me. I told Josh that is was unacceptable for a consumer to pay that kind of money for a defective item and I wanted to be compensated somehow. He started to get very rude with me and said once again, "there was nothing he would do for me… 30 day return policy". I then asked him to if he would connect me to his supervisor and to my shock, he said "No, I will not connect you and I will not tell you the name of my supervisor. There is nothing that they can do for me". I could not believe my ears!!!! I once again asked him for the name and number/extension to his supervisor and he said he "cannot give out that information." I told him that I did not want to know the address of his supervisor, I just wanted to know the name and how I could contact this person. He said "it was Big Lots policy not to give out this information and that customers were not allowed to talk with a supervisor… that HIS word was final!?" What in the world kind of policy is this? Not be able to talk with a supervisor at customer support…WHAT??? Customer support at Big Lots is a joke! You can save some money and get rid of that department – It's useless and rude.
As a consumer, I have never ever in my life been so completely dismissed like I have with Big Lots! I fully understand that every store has a return policy and I also understand that there are exceptions too. I wasn't asking for something for nothing. This is completely unfair to allow a customer to make a large ticket priced purchase and not help them out when the item breaks in less than two weeks. Now, I have no patio umbrella for the summer. It is ridiculous that I have had to jump thru hoops to try and obtain a refund. This IS an exception to your return policy that should have been addressed and resolved properly.
I will be sharing my very expensive-negative experience with Big Lots on You Tube, contacting the Better Business Burial, as well as telling all of my friends, neighbors, and coworkers of the unfair treatment that I received from Big Lots. This is no way to treat a customer!
Product or Service Mentioned: Big Lots Manager.