Rutledge Tractor & Parts Ltd.

Retailer is unwilling to follow protocol around returns and refunds. He also does not have clear signage stating the product lines he carries. On June 26, 2015, I ordered and purchased a part from this business using my [redacted] card. After getting home and discovering it was not a correct part for my tractor I promptly returned the part unused and in its original packaging. Upon returning the part the service representative (owner) refused refund or even to process the return on my [redacted] card since he was angered by the fact that I should have known they do not deal in the particular make and model of tractor I was seeking the part for. I admitted that a mistake took place but I had no prior way of knowing he did not deal in International tractor parts and only in [redacted] parts. His signs are heavily faded and only clearly display that he deals in 'Tractor Parts- new and used'. There was no signage in the store indicating the brands he deals in. He cited he would likely produce a $500 restocking fee despite providing no paperwork or actual in store policy to this practice. On September 9, 2015 I returned to this store after being advised to do so by my [redacted] card rep. The retailer still refused to process my return promptly and he denied me a return slip. He was quite adamant he would do nothing to help my credit card claim along as he figured I should absorb the cost of the returned part. He told me to leave and he would do more for me. I continued to try reason with him to make the record of the return and provide me paperwork. He refused. I left the store unsatified with any response he had given me. Desired SettlementI need this retailer to provide me with a receipt stating I returned the part to him. Business Response [redacted]Customer came in looking for steering pump for a "966" loader. I ask customer what model of 966 it was. Unable to provide serial number for unit so asked customer if it was an older 966. He said it was and had at one time a loader frame on it. So order steering pump for 966C model [redacted] loader. Customer also stated his machine was yellow in colour. Customer received parts and left business. When customer ordered part he at no time indicated that it was for a International farm tractor (model #[redacted]). As our signs clearly indicate we sell and service construction, road-building and mining equipment. Customer should bear some responsibility for the fact he did not know what machine he was repairing and expected us to somehow magically realize it was a farm tractor. We have since issued a credit for 679.91 as our supplier also charged us a restocking charge.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I am grateful for the processing of the return. I am unclear by the receipt I received from the business if its an in store credit or if they processed a credit to my [redacted] card. Since it is NOW clear that the business deals in construction equipment and our livelihood is farming, it would be inconceivable to me that an in store credit would be provided since this would logically be unusable to us. I will not refute the point further since the business has been compliant in doing the return, but I DID provide what serial numbers from the Model 966 International Farm tractor that I could at the moment of purchase. I am not satisfied by the explanation. The signage at the business is badly faded and there is no way to tell that it is ONLY construction equipment ('Tractor Parts' is conventionally accepted as Agricultural Equipment in this area) that the business deals in. Also, in store there is no signage clearly displaying the fact that they SOLELY deal in [redacted] parts. For a matter of reference to prevent a further situation like this it recommended that the business updates their signage. Also, the customer service and return policies of the business are clearly not consistent so a review of these practices may be recommended as well. [redacted] Final Business Response Industry standard practice for special order parts is usually non returnable. We believe the credit issued for part more than fair. Regarding the fact that customer could not "read" our sign, this is the first time in thirteen years we have heard of a problem. Also customer did not supply serial number for machine at time of ordering part originally and only supplied at a later date, after part had been received.