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Little Giant Ladder Systems

1198 Spring Creek Pl, Springville, Utah, United States, 84663-3039

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Little Giant Ladder Systems Reviews (%countItem)

This is a response to complaint #***. I did not know a response from the business was received and the case has sence been closed without options to reopen. The ladder does not have a cracked hinge plate. The hinge is inoperable as the pins do not engage. The parts are not available and company is not willing to replace which renders the lifetime warranty useless. The half price option given is not half price as the ladder can be purchased at Lowe's NEW for a few dollars more than the offered price on a reconditioned ladder from the company. The company is upset because they advertise a lifetime warranty they will not honor.

Little Giant Ladder Systems Response • Feb 28, 2020

The ladder has a cracked rung which has been caused by an impact. The cracked rung is not a manufacturing defect. Because of the cracked rung, the ladder is not safe to use. We cannot provide the hinge replacement because of the safety issue with the rung. We have offered a reconditioned ladder with an additional discount. The price difference that we offered on the 26' model is $35. We will be happy to offer the 26' reconditioned Leveler model for $160.00 plus tax. We hope this will be a satisfactory solution.


Tami B

Director, Customer Experience

Little Giant Ladder Systems

Little Giant is refusing to repair damaged ladder hinge under the lifetime warranty because of the lack of parts.

Little Giant Ladder Systems Response • Feb 14, 2020

The customer summitted a warranty claim on 2/5/2020. After reviewing the pictures, it was determined this was NOT a manufacturing defect due to impact or large force. The ladder has several cracked rungs and a cracked hinge plate. This damage only occurs if there is a force to the ladder. When the Little Giant Agent replied to the customer, he mentioned that the type of ladder had been discontinued, and we did not have replacement parts to offer for purchase to fix the ladder. He told the customer that a new ladder would need to be purchased.

The customer was upset that we no longer carried parts for the ladder. We offered him a reconditioned ladder at half the price of a new ladder, and also discounted the ladder by an additional 10%. The reconditioned ladder was an upgrade to the one he currently has.

If this issue would have been a manufacturing defect, we would have offered a new reconditioned ladder at no cost. So the fact that we do not carry parts for his ladder is a non issue. The main point is that his ladder is not a manufacturing defect. However, we are still offering a reconditioned ladder at an additional discount.

Tami B

Director, Customer Experience

Little Giant Ladder Systems

The company's customer service phone numbers does not accept any of my calls (I used three different numbers that I found online). I have a ladder was just being moved by my wife when one of the plastic foot came off the leveler extension. The orange and black plastic foot with rubber sole came off and I examine it to have a broken retention tab. I think it's a poor design and probably will continue to have this problem in the future. I bought this ladder because of the features it had (leveling feet and rollers to ease the moving of the ladder) to replace my Warner folding ladder.

Little Giant Ladder Systems Response • Oct 10, 2019

Hello, Our records show the customer contacted us by email on 10/10/19 at 9:47 AM. We responded to the customer on 10/10/19 at 10:10 AM. The customer replied to our email at 10:44 AM. The customer also called us on 10/10/19 at 10:09 AM. The information was taken over the phone and a no cost replacement order for the part needed was processed and will be shipping in the next 5 business days.

It would be helpful for us to know which phone numbers he tried to call and what websites he got the numbers from. We do not have any record that the customer contacted us before 10/10/19.

Thank you,

Tami B

My Little Giant Ladder broke in half at the joint. My friend fell about 15 ft to the ground ,broke his little toe on his left ft. and bruised his heel .

Little Giant Ladder Systems Response • Jul 09, 2018

Hello Mr.,

My records show that you sent an email to Little Giant Ladder on 4/22/18 at 11:38 AM. We responded to your email on 4/23/18 at 7:47 PM requesting a warranty form to be filled out and pictures of your ladder. We have not received a response to that email. I noticed in your complaint that you said your friend was the one who fell. Would you like to provide your friends name so that I can see if we have more information under your friends name?

Thank you,

Tami B

Customer Experience Manager

Little Giant Ladder Systems

Customer Response • Jul 13, 2018

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.


I purchased a ladder system from the above business, and was informed that I would be on a trial period to return the product in 60 day period. I was informed that I would receive the merchandise within 7 to 10 business days, and when the time period to receive merchandise had reached its 10 business days, I contacted customer service and spoke with a very rude, nasty and racially overtone women, to inquire the whereabouts and issues with my order, she became very disrespectful, and then at that moment, I informed her to cancel my order, due to 1. her nasty demeanor and 2. she refused to inform me on the status of my order and hung up on me, and immediately blocked me from contacting the customer service office any further. After numerous attempts to contact Little Giant office, I finally contacted another customer service agent, and informed him of there representatives disrespectful attitude, and then they also became condescending, and stated to me that I was lying, because there is no other reps that I could have spoken to, and that I would have to wait nonetheless, to receive a delivery date of the ladder. Obviously, I was thoroughly convinced that I did not want to have anything to do with this merchant, and again, advised them that I have no further desire to purchase the ladder, due to their unprofessional demeanor... and ended the call, so about 10 days later, when I arrived home after running errands for that day, I noticed that FedEx had left the ladder system at my garage door, and no form of signature or acknowledgement that they had any authorization to leave the product. I contacted customer service again, and advised them that the ladder had arrived anyway after my cancelled request, and that they need to comeback and take it off my property and refund me my money...Little Giant office, informed me that I had to return the entire system back to them intact, at my own monetary expense, and once received in there office, I would then receive my payment between 7-10 business days.... When I had exhausted all my means to reach an understanding or agreement with them, I contacted my credit card company, and informed them what I had experienced, and had my money returned back to my account. So, about 3 weeks later, I received a phone call from little giant, demanding another payment on the ladder system, or they will report the payment as negative to the credit bureau, and ruin my credit worth....I took this as a threat to my character and violation of my civil rights.

Little Giant Ladder Systems Response


To whom it may concern:

Our records indicate that *** called in to place an order for a Little Giant Xtreme Model 26 ladder with Ratchet-Levelers on September 24, 2017. We do have a record of the purchasing call, if you would like to listen to this call, please let us know. The product shipped out right away and was all delivered within 6 business days via FedEx Home Delivery. The two FedEx tracking numbers are as follows:

After the original purchase call our records do not show any indication that our customer *** attempted to contact our company until our accounting department reached out regarding a billing matter. *** responded to our Accounting staff in a very unexpected manner. I have included the emails for your reference. The emails contact very inappropriate language, please proceed with caution.

Our company does offer a 60-day satisfaction guarantee on our high-quality product(s). If our valued customers are not pleased with their purchase we do allow them to return the product(s), however, the customer is response to return the product(s) and for the return freight.

We believe we provided Mr. with the promised prompt delivery for his Little Giant Ladder purchase and believe we have practiced honesty respectful business with our customer.

If you need any further information, please let me know.

Thank you for the opportunity to express our side to this unfortunate matter.

Aimee S

I bought a little giant safety 3-step stepladder about 2 months ago. It is advertised as the safest step ladder on the market. I have found it to be very difficult to open and close and I have not used it that much. Today I took it out to replace a light bulb. I pulled up the handle first and the 3 steps only opened to a 45 degree angle. I called to company for some tips on how to open it. The person who answered said that I have broke the pin and have broken the ladder! I am disgusted. How can they call themselves the safest stepladder and have it so easy to break? Now I have this awkward ladder to return to where I purchased. This is what I was told to be the best solution. I demand a full refund for a ridiculous product that can be broken so easily!

Ladder was heavy and slippery upon first use. A week after delivery, we called Little Giant, spoke to "Jenny" for a return. Same was authorized.

We immediately delivered original boxes to Fed Ex that day. Jenny confirmed April 19th 2017, they received the ladder and would issue a credit no later than May 4th, 2017. May 4th, no credit to my card. May 8th, Jenny stated credit processed. As of today's date, May 15th, 2017, no credit issued to my card.

Staying within a factual account of incident, deceptive business practices at very least. Over a month to process a credit card refund????

Little Giant Ladder Systems Response
Complaint Department

To Whom It May Concern:

Wing Enterprises has received a notice regarding the incident involving our customer, ***. Our records do show that *** called our company to report that his ladder got wet while pressure washing and became slippery.

We were sorry to hear about *** not wanting the ladder any longer and we apologize for any in convince this situation may have caused to our valued customer.

*** has been refunded in full.

Thank you for your concern in this matter. If you have any other questions or need any further information please feel free to contact me.


Aimee S
Customer Experience

Customer Response

Complaint: ***

I am rejecting this response because: The business response is incorrect. We did not receive a full refund. We have been refunded $627.00, we spent $687.00 for the ladder. We request the entire amount refunded.

The customer name is *** not ***


Little Giant Ladder Systems Response

It is true that a mistake was made in the credit refund amount communication. The refund was deducted $60.00 for the return freight fee. However, as of today, the remaining refund balance of $60.00 the was has been given to *** account.

Again, we truly apologize for any inconvenience this may have caused.

Thank you,


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Address: 1198 Spring Creek Pl, Springville, Utah, United States, 84663-3039


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+1 (801) 489-9691
+1 (801) 489-3685


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