Big Lots apologizes after shopper blasts chain for refusal to refund $40 ‘handling fee’ on ‘unusable’ and expensive item
A Big Lots customer is furious about a difference in their reimbursement for an expensive item.
They said that while they were in their local store, the retailer refused to give them their money back on a particular charge.
According to Aposton X in November, the scenario began badly when Phoenix, the customer, had purchased a desk from Big Lots.
According to Phoenix, it was severely damaged when it got to their door.
“I bought a very expensive desk online and it was delivered smashed and unusable,” they stated.
An employee claimed informed Phoenix that they would not be compensated for a $39.99 “handling fee” even though they could return the damaged desk to Big Lots.
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Phoenix tagged the official X account of Big Lots and requested, “Please contact me right away to resolve this issue.”
Only a few hours later, Big Lots replied, expressing regret and asking the consumer for more details.
The business cried, “We’re so sorry that was your experience!”
“We sent you a DM on FB, but including the link here, reach out to our Customer Care Team by clicking this link.”
It’s unknown whether the matter was ever settled or whether Phoenix was ever paid back the $39.99 and the desk’s purchase price.
POLICY PROMISE
The return policy of Big Lots is quite simple.
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“If you are not completely satisfied with your purchase, you may return it within 30 days,” it states.
That assertion applies to the majority of goods, particularly if the receipt is retained.
Customers who want to return items in-store must have the receipt and “all packaging, paperwork, parts and accessories.”
Store gift cards are used for refunds in the absence of a receipt.
Big Lots Refund Policy
Compared to many US retailers, Big Lots’ refund policy is essentially ordinary. Below are some key elements of what it comprises:
- Most items can be returned within 30 days if customers are not satisfied
- After 30 days returns are still allowed but refunds will only be given through gift cards for in-store use
- Returns without receipts are refunded for 20% less than the selling price through in-store gift cards
- All returns are validated and approved by Big Lots
- A driver’s license or some form of government ID will be required to verify shoppers’ identities
- Shipping, delivery and handling costs, gift wrap costs, and similar charges are typically non-refundable
- They are refundable if the item is damaged, defective, or incorrect
Big Lots is credited.
Most importantly, Phoenix is entitled to a full refund or replacement for any things that are damaged, defective, or inaccurate.
Included in that are “handling costs.”
In the event that the desk was not broken or flawed, Big Lots states that “shipping, delivery, and handling costs, gift wrap costs, and other similar charges are non-refundable.”
Therefore, in accordance with Big Lots’ return policy, Phoenix would be eligible for a reimbursement for the handling expenses if the desk was actually broken.
BANKRUPTCY WOES
Following weeks of speculation, Big Lots filed for bankruptcy in September and is now barely surviving.
The shutdown of more than 545 locations by January 15, 2025, was confirmed.
With the exception of Alaska and Hawaii, Big Lots operated about 1,389 stores in 48 states at the time of the filing.
Bruce Thorn, the CEO of Big Lots, stated that the firm would proceed with a reduced retail presence.
“Though the majority of our store locations are profitable, we intend to move forward with a more focused footprint to ensure that we operate efficiently and are best positioned to serve our customers,” Thorn stated in a press release.
“To accomplish this, we intend to use the tools afforded by this process to continue optimizing our store fleet in an orderly manner.”
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By the end of October, at least 56 Big Lots stores had closed, with several having 50% off liquidation discounts.
In the same state, five stores were recently closed.
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