Kudos to TSC! See Post 23! Need Advice on BIG Tractor Supply Mix Up

[King_s_Ransom]

I really have a mess on my hands with a mix-up from Tractor Supply and would love some advice, especially if you’ve had to work with TSC to resolve a mess.

On March 30th of this year, I went to the local TSC and purchased an expensive 3-point hitch sprayer with a 6-roller pump. $887 total.

Brought the sprayer home and take two weeks of business travel. Did not assemble the sprayer.

May arrives and it commenced to rain for, no lie, 27 days in a row.
Did not assemble the sprayer.

June hits and we have rain rain and more rain, followed by heat index of 103 degrees. Still did not assemble the sprayer.

Sat down tonight with the instructions, intending to assemble sprayer and use it this weekend when I discover – I have the WRONG sprayer!

I have a 12-volt pump on an ATV-mount sprayer. I cannot find the exact same model, but these sell for around $300, not $800 … and I do not have an ATV!

So … I need to take the sprayer back, BUT (head-desk) I cannot find the receipt. I know I put it somewhere “safe” so I would not lose it, but so much time has passed that I cannot remember where this “safe” place is … and I have turned my house upside down looking for it.

I paid with my debit card and do have a record of having spent $887 at TSC on March 30th, but I do not have a canceled check image or an itemized receipt. And it’s been a very long time.

Do you think I am just out almost $1,000?? How should I approach TSC about this? Is there any chance they will make good on this?

I am literally sick to my stomach over this. It was a stretch for me spend that $$ on the sprayer, but I wanted to get the exact right thing for my fields, so I sucked it up and forked it over. The sprayer was still on a skid and wrapped with stretch wrap so I did not notice it was not a 3-point sprayer. I know I may be SOL, but any advice on 1.) how to approach TSC about this; and/or 2.) can I possibly figure out a way to even use this sprayer if I am stuck with it??

[DancingArabian]

I would talk to the store manager or call their customer service number.

From their website:
http://www.tractorsupply.com/content_customer-solutions_tsc-returns-policy

Proof of Purchase
The cash register receipt serves as a proof of purchase for items bought at your local Tractor Supply store.
Store returns without proof of purchase or after 30 days from purchase date REQUIRE MANAGER APPROVAL. Approved returns without a receipt require a valid State or Federal ID. If approved, the item will be returned for the current item price and any refund will be issued in the form of a Merchandise Return card. Approved returns with a receipt after 30 days from purchase date will be refunded as described in the Refunds section.
The Order Confirmation e-mail or Packing Slip will serve as proof of purchase for items purchased online.
The Order Confirmation e-mail, Packing list or Order Number is REQUIRED when mailing your online purchase back to the Online Returns Center for a refund or returning to a Tractor Supply store.

If you do not have proof of purchase, you can contact the Customer Solutions Center at 877-718-6750 or customersolutions@tractorsupply.com to request a copy of your Order Confirmation or Receipt to be e-mailed.

[King_s_Ransom]

Good information. The problem I see now from reading this is that the item I HAVE is not the item I PURCHASED. It is, in fact, a much less expensive item. So, if they refund me the purchase price of this sprayer, then I will still be out about $500.

[DancingArabian]

They may be able to pull the records of your purchase. They SHOULD have that receipt since they’re required to keep them for a few years. So it has to be somewhere. That’s why I would start with the store manager, explain the situation and bring a copy of your bank statement showing the charge on your card.

If push comes to shove, you can talk to your bank and see if they suggest disputing the charge on your card.

[King_s_Ransom]

Thanks, good thoughts.

[DHCarrotfeeder]

I think there will be a challenge determining for sure that you got much less than you paid for, but fortunately I would expect TSC had to order in your sprayer. The TSC near me only stocks the basic models, anyway. So possibly they will have warehouse and other internal records showing the arrival of the special order sprayer, and in fact it might still be at the store.

In any case it will require patience, understanding, and customer service on the part of the manager. They could brush you off and say “nope, our records indicate that’s the sprayer you bought”. It might be helpful to make this a two-way street and call ahead so you can get their time when things aren’t too harried.

[Bluey]

Go talk to the store, humbly and on your knees.

Ask them to please look into this, give them time to do so.
Don’t expect a yes or no we will exchange your sprayer right away.

They should fix the mix-up, once they have time to check what happened.

Keep looking for your receipt, it is somewhere.

[gumtree]

Don’t know how much business you do with TS but we do a fair bit. Every January we receive a “statement” that details everything we purchased the year before. I am not sure if we set this up or they do this by “default” for every customer. In any case there is a good chance they have records tied to your name and or credit/debit card number. I only use our farm debit/credit card there. Our bank statement has the transactions on it. A bit “cryptic” but can be found on the statement.

Did you order this off their website? If so you should have the email invoice and item number. I assume a “packing slip” was included with the sprayer you received? So the “item numbers” won’t be the same and surely they will see that the prices are significantly different. Just about all stores these days can pull up anything a person has bought by just scanning the credit/debit card used. And or credit/debit card and the bar code on the product.

If they “mixed up” the order they should have no problem exchanging for what you wanted/ordered. That being said I have not found our local TS “managers” very easy to work with the odd times I have had issues with something. And I spend a LOT of money with them. But not as much as I used to because of their lack of customer service in general. While “chatting” with the checkout person last month she told me they haven’t had a manager for a while. I have not found TS to be a very well-run company in general. Their inventory of popular items is always lacking and can be out of stuff for weeks and weeks. The store managers have no control over inventory for their specific store. Everything is handled at the “corporate” level. Managers have no “say” in what to order and how much.

Good luck let us know how they handle this. “Internet customer satisfaction” puts a lot of power into the hands of those who write the check. Any company that doesn’t understand this will crash and burn.

[js]

Can you print out that part of your bank statement showing the $ paid with debit for the sprayer or have your bank do it so it only shows that one item?

If you didn’t open the box until now, don’t you have the receipt that comes with the box? Assuming it was shipped to you, if it isn’t in the box it should be in a plastic slip on the outside of the box.

Either way, you need to prove to them you paid for the $800+ sprayer but received the $300 one. Talk to the manager and see if they can pull up the sales and print a new receipt or something as proof.

[Bluey]

Adding, if the local store manager can’t do anything for you, go up the ladder, someone ought to be able to remedy that mistake.

Keep getting someone higher up until there is no one left to ask to look at this and make it right.

[trubandloki]

[QUOTE=gumtree;8204557]
Don’t know how much business you do with TS but we do a fair bit. Every January we receive a “statement” that details everything we purchased the year before.[/QUOTE]
I assume you are tax exempt. If you are tax exempt they send you a statement every year for you to use for your business expenses.
Those of us who are not tax exempt do not get a statement.

KR, is it the wrong sprayer in the right box? Otherwise I do not understand how it can be wrong. The boxes are pretty well labelled and I would assume they scanned the UPC on the box.

Tractor Supply (at least around me) tends to be too generous with returns. I am guessing you will actually have no issues.

[Pennywell_Bay]

I am a frequent flyer at TS. The managers know me well. I have had a error recently that I just went back in with my receipt and they made it right. That said, I am unclear on how the wrong item is on the receipt, when they scan it using the UPC code when you pay?

I’d gather your bank statements and any other documentation and go to the store (take along the sprayer). Be reasonable and rational in your discussion with the manager. If you have to go up the chain, you can try. You are saying that you have the cheaper sprayer, but you PAID for the more expensive sprayer, and the UPCs were mixed up? (the rain and heat index may not be a good enough explanation, though it is logical). They scanned it incorrectly? I’m not understanding, I guess.

I think they will work with you, if they can sort out this mess. But keep it as a good lesson in the future why saving receipts for big ticket items (in particular) and checking purchases is a best practice when investing, along with verifying you are receiving what you paid for (if they scan it out of a book and not on the box, again, not best practice). That prob isn’t what you want to hear but I do hope they work with you.

ETA- the TS near me is very different from Gumtree’s. Mine is well run, stocked well and have no issue getting in an item from another store or delivery if they don’t have it in stock. Must be store dependent.

[vineyridge]

Be sure to take the sprayer and its box. If the wrong sprayer is in the right box, then along with the debit records, there should be no major problem, especially if the sprayer has never been assembled. If the wrong sprayer is in the wrong box, still not assembled, and you have the debit record you’ll still have a better chance.

You know that you saved the receipt because of the warranty. Do you have a monthly file that you might have stuck it into?

Good tip is to always staple the receipt onto the instruction book that comes with a purchase. Which means opening the box and checking what’s in there.

[Zu_Zu]

This will work out KR ~ they have records and you have the sprayer and box…

KR ~ try not to panic here … they have records even if you have misplaced yours.

A little searching through TS paper / computer files …this is ALL documented

and you have the box and unused sprayer :yes:

may be uncomfortable for awhile

but

have faith you’ll come through this in blue ribbon form with the correct sprayer and be able to spray :eek: [B]

all. day. in this hideous HEAT & HUMIDITY …[/B]:eek::eek::eek:

I rec’’’’ get the new sprayer and wait (…BUT check it before leaving the store )!

enjoying umbrella drinks till the cold front arrives ~

[Ruth0552]

I’ve returned things to TSC with no receipt. If you know which card you used they can look it up on the computer.

And quite frankly- this is their mistake. They did not send you the item you purchased. You aren’t returning the item you purchased- you are asking for them to fix THEIR mistake. I realize it’s been a while, but with a 1k item they better be willing to fix it. Now, if it was the right item and you decided you didn’t want it after all, then you would be SOL.

I would not go into this like YOU did something wrong. I would go into this like, hey, I bought and paid for a 3 point hitch sprayer. I went to put it together, and this is not what I purchased. I’d like my 3 point sprayer now. Basically, like your order was never delivered because they F’ed it up.

[trubandloki]

[QUOTE=Ruth0552;8204663]

And quite frankly- this is their mistake. They did not send you the item you purchased.[/QUOTE]
Maybe I am reading the OP wrong but I believe the purchase was made in the store, not mailed or delivered.

I was looking at the sprayers just the other day, they sit on the floor in boxes. If you want one you put the box, with the pretty picture on the outside, on your cart and wheel it up to the register. They scan the UPC and off you go with your new sprayer.

[King_s_Ransom]

I am afraid my copy of the receipt is lost – I have scoured my house and I cannot find it. I am not usually careless with these kinds of things, but I have no recollection of what I did with that receipt.

Here is how the whole thing happened: I went to TSC to buy the sprayer in the catalog, which their website said they had in stock at the store.

No one at the store knew anything about it, but yes their computer records said they had it. After waiting a VERY long time, a very grumpy man came to “help” me. He did not know anything about it, but yes the computer said they had it, so they must. We went out to the “yard” and then into a storage building. Lo and behold, the very grumpy guy says, “This is it.”

He loaded it onto a forklift, it was still on the pallet and wrapped with stretch wrap, and sent me up front to pay.

The cashier entered the sale FROM THE CATALOG NUMBER, not from the sprayer itself.

Very grumpy guy drives the sprayer over to my Jeep and says it won’t fit unless he takes it off the pallet. So, very angrily, he knocks the pallet down and come to find out the sprayer is not very heavy and it easily fits into my Jeep.

I stood in the cashier line and I distinctly remember saying, “I better make sure I keep this receipt” and tucking it away neatly in my billfold … making a mental note to keep track of it. Since it is now nowhere to be found, I can only assume that I either tucked it away in some very safe place that I never use, handed it over to DH and asked him to tuck it away (this actually has happened on occasion before) and he has no recollection of it, or I left it out on a counter and the cleaning lady accidentally swept it off into the trash.

So there are so many lessons for me to learn here, but for the timebeing I just would really like to get the correct sprayer.

[SuckerForHorses]

The cashier entered the sale FROM THE CATALOG NUMBER, not from the sprayer itself.

Well if they look up the sprayer in their catalog, they will see the price difference between the one you got, and the one you thought you bought. If they had of scanned the sprayer itself, you would’ve recognized immediately the price discrepancy.

TSC is usually very good to deal with. I would just bring it back with you, explain, bring your bank records showing the amount paid (which will match the catalog amount of the item they scanned when you purchased way back when…) and see if they can exchange it for the one you REALLY wanted, and refund the difference in the price.

[Bluey]

[QUOTE=King’s Ransom;8204680]
I am afraid my copy of the receipt is lost – I have scoured my house and I cannot find it. I am not usually careless with these kinds of things, but I have no recollection of what I did with that receipt.

Here is how the whole thing happened: I went to TSC to buy the sprayer in the catalog, which their website said they had in stock at the store.

No one at the store knew anything about it, but yes their computer records said they had it. After waiting a VERY long time, a very grumpy man came to “help” me. He did not know anything about it, but yes the computer said they had it, so they must. We went out to the “yard” and then into a storage building. Lo and behold, the very grumpy guy says, “This is it.”

He loaded it onto a forklift, it was still on the pallet and wrapped with stretch wrap, and sent me up front to pay.

The cashier entered the sale FROM THE CATALOG NUMBER, not from the sprayer itself.

Very grumpy guy drives the sprayer over to my Jeep and says it won’t fit unless he takes it off the pallet. So, very angrily, he knocks the pallet down and come to find out the sprayer is not very heavy and it easily fits into my Jeep.

I stood in the cashier line and I distinctly remember saying, “I better make sure I keep this receipt” and tucking it away neatly in my billfold … making a mental note to keep track of it. Since it is now nowhere to be found, I can only assume that I either tucked it away in some very safe place that I never use, handed it over to DH and asked him to tuck it away (this actually has happened on occasion before) and he has no recollection of it, or I left it out on a counter and the cleaning lady accidentally swept it off into the trash.

So there are so many lessons for me to learn here, but for the timebeing I just would really like to get the correct sprayer.[/QUOTE]

Great, print that story and hand it to the manager to read, easier than making anyone defensive trying to explain all that.
May want to edit that grumpy, just leave that as “an employee looked for it and found it”.

Then see what their response is and yes, take the sprayer with you to return it.

They may nod their heads and make it right, give it a try.

[Pennywell_Bay]

I would leave out the “grumpy old man part”. Just the facts.