ComplaintsforCountryMax Stores

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I placed an online order on April 23, 2024 for $64.79. I went in to pickup the order, but had changed my mind so I had ask to cancel it. The cashier did not know how to cancel it. She proceeded to ask her manager. She said they have to process it online and said they’d do that. I left the store. Weeks went by, with no return to my credit card. So I call the store, and they reached out to corporate. A couple days later they didn’t return to my credit card, but just gave me store credit instead. I didn’t want store credit but decided after the headache of trying to cancel the order that I wouldn’t accept it. I go to make a transaction online to use that store credit this morning, May 24, 2024. It still charged my credit card even thought I selected the box to use store credit. I sent an email to cancel my order and and said it would not let me use the store credit that shows on my account. I got an email back saying no where on the store do they accept store credit.. I had filed a dispute with my bank but what company runs this way.. issue a customer store credit but proceed to tell me I can’t even use it?

  Business response

  05/24/2024

  We have been working with this customer from the beginning of this issue and will continue to do so. 

  Customer response

  05/24/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  [I have reached out many times with my complaint. I originally was going to just use the store credit, even though I had asked to cancel my order at the Spencerport store for a refund. I never once asked for store credit. I expected a refund to my original form of payment. I placed an other order to use that store credit online. It even has me check a box to use it but yet it ignored or bypassed that credit and charged my credit card instead of just using the store credit. Then I reached out because it is a huge inconvenience trying to do something that should be simple. Then I’m told by one of your employees that nowhere on the site does it say you accept store credit? At this point I do not want the store credit, I just want the $64.79 refunded to my original payment. It’s really not that complicated but you’re the ones making it seem like it is. If you don’t want to honor your store credit then refund the amount instead of taking my money. I’m tired of having to reach out with no resolution. I’ve already tried more than I should have. No other businesses I use ever give me this much gripe over $64. Especially when I go IN PERSON to the store to ask to cancel the order that I didn’t want anymore.    ]  Regards, ******* *****  

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On April 10th I purchased over $140 worth of an aquarium starter kit and supplies at the Seneca Falls Country Max store. On April 13th I purchased over $100 worth of tropical fish including a $19.99 Crayfish. During the selection of the fish the store clerk did not inform me of any incompatibility issues with any of the fish selected. On April 14th we noticed that one of the red tail sharks was dead, 2 barbs and 1 swordtail were also dead. We went to purchase additional fish at another store where they advised me that a new tank should not be stocked with any fish for several weeks and that the Crayfish is aggressive and attacking the other fish. I then removed the Crayfish from the tank and went to return it. The store clerk (different from the first clerk) took the fish and returned it to the tank in which it was removed. At that time, she stated that they do not usually refund the return of healthy fish and that a sign usually is hung in the area stating that, however she could not locate the sign. Additionally, she pointed out the tags on the tank highlight whether the fish are aggressive or not. I didn't notice this at the time of the purchase and was not informed of this by the clerk who helped retrieve the fish on the 13th. It is now obvious that this store clerk was not properly trained in the tropical fish department. After the Crayfish was returned to the tank the clerk asked if I would like to talk to the manager on duty and I agreed. The manager stated that her District Manager does not allow refunds when returning healthy fish. I then made the comment that if I had killed the Crayfish that I would then be entitled to a refund upon which she nodded in agreement. The store now has the Crayfish and can resale it again for $19.99 doubling the original price. I do several hundred of business at this store every year and want a refund for the Crayfish. I'm not even requesting a refund for the 4 dead fish.

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