FEEDBACK FROM TOWN & COUNTRY
Chris Depinto (chris.depinto@tchardware.com)
To:you Details
Hello,
When you purchase a Stihl power equipment product, it comes with a 7 day exchange option. This gives the customer the ability to make sure that they received the right product for their needs.
Any power equipment that has been used, is not eligible for a refund. However we are a servicing dealer and we will correct any issue that may be wrong with the product under the manufacturer’s warranty.
If you would like to provide a copy of the receipt or a phone number on the account, We will gladly get you in touch with the correct store manager for further assistance.
Best Regards,
Town and Country Hardware
On Wed, Aug 17, 2022 at 7:21 PM
“When you purchase a Stihl power equipment product, it comes with ...”
(Good news for all: someone at Town and Country corporate visits FreeRepublic!)
My wife bought it. I don’t know whether someone told her the exchange policy. My wife and I brought it back two hours after taking it home. I was utterly shocked to hear the exchange policy.
Yes it was “used” because the store person started it up for her for a reason that I don’t know. Did the store person say that once he started it it wouldn’t be eligible for a refund? I don’t know.
The reason for returning it was because I needed a pruner and not a chain saw. I have a chain saw.
It’s poor customer service that you didn’t take it back in this case. Yes the store would have to sell a “used” product at a slightly lower price. That must be a big deal.
The pruner I got as an exchange is great and turns out it was at a competitive price. By the way, the pruner is made in Germany which disagrees with the Stihl commercials.
Get me in touch with the store manager for assistance?? I think he’s the one that gave us the bad news. He stood his ground very firmly. Undiplomatically firmly. Maybe he thought I was unfriendly. Except for my expression of shock I was nice and submissive’
I think what’s needed here is not to focus on a single store, but for your national organization to instruct all of your stores to make sure customers understand the Stihl return policy. Actually that’a cop-out. It boils down to it’s each store’s policy.