Big R Stores - Las Vegas — Local services in Las Vegas

If you are not a LOCAL, with family ties or relations you are not welcomed at the Las Vegas, Big R. They will gladly take your money and sell you products but if the item is defective be prepared to be refused services.

I purchased product newly introduced to Big R. A “Karcher 3200x Pressure Washer,” which I paid $369.00 (USD) plus tax. I asked questions prior to the purchase, mostly because I was hesitant in purchasing a off-brand product.

I was told that if I wasn’t happy with the product within the 30 days I could bring it back and exchange it. So long as I had the receipt and followed the 30 day guideline to their return policy. I purchased this product 04/13/19. I had the product for a total of 15 days, it was in a box for the first 5 days of purchase. I used this pressure-washer one time and ran it for about 4-6 hours total to clean out my garage. After use it was stored inside a insulated enclosed covered garage.

On 04/28/2019 I took the pressure washer from out of storage. I had a big project very time critical and important. Family had driven down from Colorado to assist with this project. The 28th was the only day I had to get this job accomplished. After trouble shooting, and after YouTubing and trying to work through the lack of pressure we came to the diagnostic probability that the pressure washer was defective.

I called LV Big R. Informed them of the issue. I wanted to check prior to spending the diesel fuel and 25 min into town, that I could be assisted. The employee instructed over the phone to bring the receipt and the Product.

10-15 minute wait for the assist. manger I was told there was nothing they could do to help. Even though I phoned in ahead of time, they all seemed clueless as to what I was doing there.

Clearly zero communication. I was then vaguely informed I would have to send pressure washer in for repairs (covered under warranty), and wasn’t able to get a timeline on how long or why it wouldn’t be exchanged. I asked why I couldn’t return/ exchange the product. First respond was a flat “No.” Little to no explanation. I haggled frustrated for information as to why after only owning the product for 15 days. The only reply he would provide me with was that it was a motor and they don’t accept exchanges or refunds for anything with a motor

I was then told to wait tell tomorrow for the manager. When I expressed the importance of my situation of needing a pressure washer for that day that I bought this expecting dependability and reliability I was told that it wasn’t important and that there was nothing the assistant manger Mike Salazar could do to assist me with.

I had to “ask” if I could leave the Pressure washer there until the manger of the store showed up the following day. Wasn’t offered that option nor was I given any customer service outside an employee who seemed terrified to say anything while Mike was present, and then received several apologies and was told I was a valued customer.

Yet the same company in Santa Fe who abides by the same company policies said something entirely different. I called SF Big R as I considered that the situation didn’t feel right. The assist. manager of the SF Big R said they would take care of us, and help get this issued resolved with his Manager. I went back into the store asking for Item to be returned explained to Mike SF would be able to assist me. Mike then wheeled pressure washer to me saying “Ok.” Even agreed it was more then likely a water pressure valve. A “defect.”

This is my 3rd incident I’ve had with Mike Salazar. At Tractor supply I never have these issues, especially with returns. They have never make me feel like I’m a second class citizen. Even though I’ve lived here sense 2011 I’m still treated like an unwelcome outsider by Mike. It’s just unfortunate that a Manager feels he’s a God just because he has a position of authority over a small town store where he uses his connections and favors to keep himself established.

I upgraded to a STIHL PW in SF, and was treated with kindness, consideration, and...

The worse... if you read the comments this store has to improve the costumer service.... the woman at the register (green hair) rude, and is not polite at all. Then there is a man that wears a winter hat (yup in summer 92'F) but whatever! he started to scream that he will refuse service next time... with the other woman at the register...then he gets his radio and tells the other guy (chubby..black hair maybe 6ft) rude costumer we will refuse service... so he walks away from the bay and they left my hay on the grown... excuse me??? So I went back in the store spoke with a lady manager_ (Jennie) .

So even if Jennie refused to accept my return on the hose I must say she listen to what I have to say about her employees... she apologized for their horrible attitude...

Then got the chance to speak to the other manager Jason... and again he listen and apologize for what happened and listen what us as costumers have to say... AGAIN ..... PEOPLE DO NOT NEED TO CUZ TO BE RUDE.... THE WAY HOW THOSE 2 EMPLOYEES TALK TO COTUMERS IS NOT ACEPTABLE. AND THEN SCREAMING ACROSS THE STORE TELLING" RUDE" COSTUMER WE ARE GONNA REFUSE SERVICE?? like you have control of it is not okay... that doesn't talk good about you as an employee and as a person overall( YOU GUYS DIDNT HAVE MY ORDER READY THAT WAS PUT IN THE DAY BEFORE? INSTEAD OF APOLOGIZE YOU GIVE ATTITUDE IS NOT ACCEPTABLE WHEN CLEARLY IS YOUR GUYS FAULT NOT MINE)

Claps for the managers... this store deserves better.... you guys need to get rid of all these rude employees that I hope not to deal EVER again as this is a great store but the lack of costumer service skills on those 2 need to change or just be kicked out. If you read the reviews is always the cashier (green hair lady) that definitely is giving this store the worse review.... not to say then less of that other man that loads the items.

Thank you again Jennie and Jason for listening what I had to say at the...

Ridiculous place, the staff can never seem to have their act together and the cashier at the front has a poor attitude towards everyone. I have visited this store multiple times and every time I see her at the from she is either throwing a fit about her job or yelling at customers and calling people names over their radios. The customer service is so lacking that you are better off being lead around with a blind and deaf dog. The female manager does nothing but complain about having to do her job and about other staff members to us customers, it's a wonder she still gets anything done. And the employee make it very apparent that helping you is a chore. They need a full overhaul of the...