Dylan B.
1 out of 5
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| Customer Service | |
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| Recommend | |
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Absolutely horrible customer service. I went in to Pete's Lawn & Marine to return a tool belt combo kit from Husqvarna that I had purchased over the phone. The tool belt and pouches were a joke (made of vinyl plastic and underlayment foam; definitely would not hold up and cost over $280 after tax), but that's not what I'm basing this review on. I called Husqvarna directly about this issue and they appologized and informed me I had to return it to Pete's Lawn & Marine and that Husqvarna would reimburse them. Upon explaining to the owner my situation and what Husqvarna said he laughed at me and told me that he was not taking it back as he didn't want to be stuck with it! I was shocked and tried to explained to him again that Husqvarna told me to return it to them, and that they would reimburse him for it, but he kept interrupting me. Talking over me he kept insisting that he wasn't going to take it back because he didn't want to deal with it. I informed him that he was my first point of contact so he was the one I had to return it to and could not return it myself to Husqvarna. He laughed and said he didn't care. I said that if that's how he wanted to handle it then that was fine; I'd call MasterCard to get them to reverse the charge since he is being uncooperative. He asked me to leave the product and receipt there and leave while he tries to figure it out. There was absolutely no way I was going to leave anything there with how the owner was acting. He copied down the info and told me he'd call Husqvarna and I was to leave and he'd call me back some time in the future. He then tried justifying his behaviour stating that this item was special order and that they don't do returns on special orders. I asked how I was supposed to know this when he took my order over the phone for the product and never informed me about his policy, let alone the fact that it was "special order". Shortly after I had left and had driven down the highway for about 20-30 minutes he called back and asked I return so he could process the return. I was going to let everything go, but then while I was there and the return was processed he tried picking a fight again by rementioning his return policy concerning special orders in an aggressive manner (completely ignoring the fact that we had already addressed this). I have no clue why a small business owner would turn a situation that doesn't impact them negatively into one that will. Not only do I feel compelled to leave an accurate review of my experience with this business, not only will I never be a future customer of his, but I was actually planning on asking him if he could order me the hand tools individually that came in the kit (as my problem was with the belt) as well as a replacement engine for my lawn tractor (I'm not sure if this business does this but I was planning on giving them my business if they did).
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