ComplaintsforFGL Sports Ltd. (HO)

• Initial Complaint

  28/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased * mountain bikes from Sports Check online, we tried speaking to customer service and they were not able to resolve the issues. None of the stores have the items in stock, and we are not allowed to pick up from a warehouse but the items come unassembled yet both products include free assembly, but customer service said they cannot deliver to our local store for assembly in which case we would have to wait for the home delivery, then find a way to bring the boxes bikes in a vehicle that would accommodate them to the local store for the assembly and then find a vehicle with a hitch and bike rack to accommodate them home. Why can you not allow for one time assembled in store pick up or home delivery assembled. I paid $** for shipping just to have this additional expense and inconvenience. My resolution is to be reimbursed the $** shipping since I now have to forfeit the free assembly or have to source a vehicle. We just sold our vehicle and my husband has mobility issues so this is very inconvenient to go through and if it was free shipping it is easier to accept but when you are paying for a disservice it is poor customer service.

  Business response

  30/05/2024

  Dear ********,
  
  Thank you for writing in.
  
  I appreciate you taking my phone call today it was a pleasure to speak with you.  I have credited your credit card used in SportChek.ca order number **********. 
  
  Total credit of $*****.
  
  We apologize for the inconvenience of receiving the bikes in boxes and then having to take those boxes to the store to receive your complimentary bike build.  We cannot ship built bikes due to the risk of the bike being damaged. The complementary bike build is not something that is offered by all retailers and we are proud to have this as part of our bike purchase package.
  
  Thank you for shopping with Sport Chek.
  
  Sincerely,
  
  ********** Customer Service 

  Customer response

  31/05/2024

  please see the attached. Thank you. 

• Initial Complaint

  27/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online pick-up order #********** for a bike on Sunday, April ****. The bike was showing as out of stock in ******, so I opted to pick it up from ***** ***. There was an option for home delivery, but that would have delivered an unassembled bike, which I would not have been able to assemble myself.I received an email saying the order was ready for pick-up on Monday, April ****, but I couldn't pick it up as I was busy. I received a reminder on Tuesday, April ****, and when I went to pick up the bike, the store associate informed me that it should have been assembled but, unfortunately, it was not. I was told I would have to take it unassembled to the ************************* and have it assembled there.This is unfair, as I traveled to ********* specifically to collect an assembled bike, and instead, the store provided me with an unassembled bike, which I could have simply ordered online and had delivered to my door. Moreover, I had to transport the bike to the ************************* to have it built and am still waiting for my bike. I purchased it for my daughter, who is waiting impatiently for her bike.I would like to request compensation from the store for the inconvenience they have caused.

  Business response

  30/05/2024

  Dear *****,
  
  Thank you for writing in.
  
  We are looking into this matter and will provide a resolution shortly.
  
  Thank you for your patience.
  
  Sincerely,
  
  ********** Customer Service 

  Customer response

  18/06/2024

  Unfortunately, I was unable to submit my response in 7 calendar days to the response received from vendor and would like to inform you that i am not satisfied with the reply/resolution from the vendor as they did not exactly provide any final response.  All they have stated is that they shall get back to me.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased clothes online from Sportcheck Order number -********** Order date -Nov **, 2023 3 items shipped into * orders. Order 1 - **** Football Jersey $***** +tax Carhartt **shirt $***** +tax Order * - Carhartt Shorts $***** +tax Order #* was undeliverable as I was out of town. It was returned back to the sender by the courier on Dec **** 2023. I called at the end of January as I didn't get a refund for the shorts. The agent advised me to wait ** business days. When I called again in early March, the agent acknowledged that it was too long and spoke to his manager to get a refund processed. The agent only asked for my order number to look into the issue. When I checked my credit card, only a refund of **.xx$ was processed (refund corresponds to the **shirt and not the shorts).I called back the next day and was advised that they would have the original agent make the correction within a few days I called again March ****, and they advised that it was still being processed by their back office team. When I called April 11th. The agent advised that the request was closed but I didn't nothing additional was refunded to my credit card nor did i received communication that it was closed. The agent on April **** submitted another request but at this point its taking excessively long to get the difference of about **$ back.

  Business response

  15/04/2024

  Dear ******,

  We are very sorry to hear that your package never arrived.  Im so sorry that we werent able to assist you properly when you reached out to our online customer service team. 

  I can see the refund that was issued to you for the amount of $***** was against a different product.  The agent issuing the refund accidentally refunded the wrong item.  I have issued a refund of $***** making the total refund $***** the price paid for the missing shorts.  I will reach out to your via email and offer you an appeasement for your patience while dealing with this less than positive experience.  We appreciate you continuing to reach out to us providing the opportunity for us to make this right.  This is not the level of service you should expect from Sport Chek. 

  Please watch your email in the coming days.
  
  Sincerely,
  
  ********** Customer Service.
  

  Customer response

  19/04/2024

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

  I see that refund in on my credit card statement, so the issue is resolved.

  Sincerely,
  
  *******************************

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March **, 2024 I placed an online order with Sport Chek and selected the in-store pickup option to pick up at their ************** location in ********, *******. Sport Chek Order number: ********** Total purchase cost: $****** paid for using my CanTire Mastercard. On March **, 2024 I received a ready for pickup email notice with a locker code and a * day window for pick up before the item would be cancelled & payment refunded. I was not able to pickup within the * day window but, hearing nothing, went to the store thinking it might still be available a few days past the pickup window. When at the store, the locker code entered read as "invalid" & store staff advised the item would have been returned for refund and I should receive an email indicating same. No such email arrived, nor any refund. I sent several emails and spoke with customer service at both CanTire and ********************** multiple times during the week of April *, 2024. Was given assurances that steps were taken to resolve the ********** should hear from someone within ** to ** hrs. I requested emails confirming what was said during those calls but customer service refused to provide them. Called SportChek customer service again this morning April *, 2024, again, no resolution, no email, no refund, no documentation of any actual steps taken received on my end, and customer service stated I should have received an email or phone call according to their records. I can confirm that no follow up email came & there is no evidence that a phone call was received based on my phone's log of incoming calls and voice mail. I just want the refund for the item I never received & I want written confirmation that it is in progress. I strongly urge the company to embrace modern day customer service technology & to empower their customer service agents to send confirmation emails to customers and to actually resolve issues like this. I feel completely gaslit and pity your customer service agents.

  Business response

  24/04/2024

  Dear *********,
  
  Thank you for contacting us through the Better Business Bureau.
  
  The return request was issued on your order on March **,2024.  I see that it was still in NEWstatus and had not been processed properly. Our IT team has been notified and the refund was moved to PROCESSED today. 
  
  The credit should be visible in your account within 5 business days.  We are very sorry for the delay in receiving your refund.  It was not our intent to cause frustration for you.
  
  I will send you a second email which will include a customer service gesture.  We appreciate you bringing this to our attention, our teams will investigate the root cause related to why your refund did not automatically go through and why it required manual intervention.
  
  We are very sorry for your experience.
  
  Thank you.
  
  ********** ****************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Monday April *st I placed a online order via sport check.ca I purchased ******* Originals Men's Samba Shoes" for $******" size **** mens SKU: ********* I received a email confirming that I purchased ****** Originals Men's Samba Shoes and I also took a screenshot of the shoes being sold via sport check.ca However the shoes that were shipped to me were ****** Men's Samba ** Shoes SKU: ********* Notice th SKU number is the same as the original. Also the shoes being displayed on the website, the titles has changed to ****** *Men's Samba ** Shoes"However the image is of *Mens Samba "Original" Shoes*I wanted the Original Samba Shoes, NOT the ** Samba Shoes that were sent.In closing, Sport check is displaying the wrong product on their site.They originally sent me a invoice for "Samba Original Shoes" and then switch my invoice and send me "Samba ** Shoes"I provided screenshots showing this

  Business response

  23/04/2024

  Dear *******,
  
  Thank you for reaching out to us through the Better Business Bureau.  I appreciate you accepting my phone call earlier today. 
  
  We have forwarded your experience to our E-Comm content management team.  If information on our website is updated the information will automatically update in the customers email confirmations for any orders that have previously been placed for that updated product.
  
  It is never our intent to have information on our website that is not accurate.  We appreciate you taking the time to bring your experience to our attention.
  
  As discussed I will send you another email detailing our customer service gesture.
  
  Thank you for your patience.
  
  Sincerely,
  
  ********** Customer Service 

  Customer response

  24/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************

• Initial Complaint

  12/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Dec ** 2023 I explained my frustrating experience regarding false information given by * different locations to BC Regional Manager *****************************. Since then she had offered a small $** credit towards my bill, which does not even cover travel expenses incurred from the incident or offer proper compensation. ****** also offered a free snow board waxing card, which I later learned was supposed to be given to me at the time of purchase anyway, but never happened. Are the workers at each of these sites actually properly trained to answer questions or advised of promotions? Why was I led to believe that ****** was giving this as compensation for my issues when I should have received it prior to even talking to her. She advised that this free card would not expire, but it clearly gives an expiration date for spring of ****. To further add fuel to the fire, I have left voice messages asking ****** to call me + emails (last one on Dec ** 2023) requesting a call back, but no response. Is there a time line that a Regional/District Manager has to call/respond to a customer? Am I not important enough to address? Please also note that ****** refused to escalate my request to her superiors. Now I would like to be contacted by her superiors.

  Business response

  25/01/2024

  Dear *****,
  
  Thank you for reaching out.
  
  We are very sorry that you had a less-than-positive experience with us.  inventory levels visible on our website will never be 100%accurate due to multiple factors including theft, warranty returns, E-comm fulfillment, and customers shopping in-store.
  
  Ive gone through your file.  It was our understanding that this file was closed as resolved.  We apologize if this is not the case. 
  
  Savings and compensation received for your binding and board purchase:
  
  ******** *** ****** ***** *** ****** **** **** *** * ***** **** *** ***** ** *******
  
  The 3 ***** cards were discounted to $***** if a customer bought skis or a board between November *, 2023, and March **, ****, they were never included as complementary.  We understand that your experience was not a positive one due to our inventory levels.  We acknowledge how frustrating it can be to search for the item of your choice and come up empty-handed
  
  From reading the notes in your file I understand you had asked about the ******** Discount.  Sport Chek does offer a discount through our *** event program.  To take part in this you would need to be a member of the **One program and opt in for their communications.  This *** event is offered * times a year.  We do not offer a blanket discount to any groups; all discounts are facilitated through the *** event program.
  
  If you would like to speak with me directly regarding your experience please do so by reaching out through our feedback form ********************************************************* can ask to speak with ********** in this form and my team will bring it to my attention. 
  
  I hope this helps to break down the discounts that were offered, the intent of our inventory visibility tool, and clarity around the ** discount.
  
  Please dont hesitate to reach out through our form and we can arrange to connect through the telephone when you are available.
  
  Sincerely,
  ********** ****************

  Customer response

  26/01/2024

   
  Complaint: ********
  
  I am rejecting this response because it does not resolve an issue I have with the District Manager *****************************. Therefore I am looking to speak with her Manager or higher up.

  She has failed to contact me after many requests via voice mail and emails which is unprofessional for a person in her position...proof is available. I understand why she closed the file, but not responding to a customers multiple attempts for simple communication is unacceptable. It was a simple question regarding the wax cards which would have taken a minute to explain, but now escalated to a BBB complaint.

  Although compensation offered to resolve initial store complaint was inefficient and did not cover my financial loss, I was forced to accept it by ******. I was told by ****** that there was no further escalation possible. Why was I not allowed to talk to her boss upon request? Why did it have to escalate to this point of requesting help from the BBB?

   

  Now that we have reached this point, I am asking for monetary compensation to:

   -fully resolve the above concern

  -to additionally cover the unnecessary stress, time and energy spent trying to resolve my issue with the District Manager

  Sincerely,
  
  *******************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today Tuesday Dec **, 2023 we went to ************* to look for a new winter jacket for our daughter.We saw the one we wanted and it had a sale sign of $***** (see photo) and both the cashier and manager would not honor the sale.I would like the store and manager to honor the sale as it was not our fault the tag was on the wrong jacket.Since this maybe be the last one from the time this complaint is started To finish I would like Sport Chek to honor tye sale to me and my wife.They said someone must have switched the tag on the hanger to this one as the jacket scanned at $****** on sale.I explained the reason we grabbed it since it was the last one instore.

  Business response

  24/01/2024

  Dear *******************************,
  
  Thank you for writing in.
  
  The sign you have sent us in your photograph is for the ****** ******* ****** *****t.  The tag you have pictured is for the Womens ********** *****.
  
  The sign you have in the photo is a sign that hangs on a hanger and is not attached to a specific coat. These hangers with signs can end up with a different jacket on the hanger,as customers try on the product it is not always put back in the same way it was found.  This is why the sign includes the full name of the item as well as the regular price.  When shopping sales you must match the tag that is attached to the product you are interested in with the information on the sign to be sure its the same item. Unless the sign is attached to the item there will always be an opportunity for this scenario to happen.
  
  We will not adjust the price of the item you purchased to match the price on the sign because these are two different products.
  
  I am sorry for any confusion related to which jacket was on sale, it was never our intent.
  
  Sincerely,
  
  ********** ****************
  

• Initial Complaint

  18/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October **/23 Inpaid FGL Sports *** ****** **** $****** for a pair of ice skates. I returned them the same day I received and ordered a new pair immediately. My return was received by them Oct. **/23. I have been waiting for my refund ever since. There was nothing wrong with the skates, they are just taking this long to issue my refund.

  Business response

  11/01/2024

  Dear *******,

  Thank you for reaching out to us.  I have transferred your file to our **************** platform and will communicate through there going forward to ensure the file and all updates are in one place.

  Email sent from customer service platform:

  Survey ID *********

  Dear *******,
  
  Thank you for reaching out to us through the Better Business Bureau. 
  
  Can you please share your order number and tracking for the return?  With this information, we can investigate where your returned order is and why it has not yet been refunded.
  
  Thank you and we look forward to hearing back from you.
  
  Sincerely,
  
  ********** **************** 

   

  Customer response

  15/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:

   

  I have included the return label and it has the order # on it as well.  
  
  Sincerely,
  
  *************************

  Customer response

  23/01/2024

  Seven days ago they emailed to say they were looking for an alternative way to refund me. I emailed them this morning for a progress update and still have nothing back. Not resolved. 

  Business response

  24/01/2024

  Pro Hockey Life online customer service file # *********.

  A cheque has been mailed to the customer because the original method of payment on the order is no longer active.  The cheque for the full amount will arrive by mail to the customer's address on file within the *** order.

  Thank you.

  ******************* Service

• Initial Complaint

  14/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We bought two pairs of the same shoe as they were on sale. This was purchased on dec * 2022. The shoes were not used until late summer. When they were used(gently) in about a couple of months the first shoe started to show defect. I have attached the picture here(defect 1). It's been about a month since i used the second pair and it has already begun showing the defect. I went to the store this morning and the manager ***** was quite condescending to me. He made it look like i was trying to exchange a worn out shoe instead of accepting this as a defect and taking my word on usage for it. He kept arguing and never listened. The shoe given how seldom it was used can't be called normal wear and tear. This was a defect which happened on both pairs. It's a mass production defect which shows ** in the ***** day period. And why it took me so long to come to the store ?Its because it was a bulk purchased and i started using them later. I expect Sportchek to honour their commitment to delivering good products to customers and hereby issue a refund/credit/exchange on both the pairs. I have used New balance for a long time and i know what to expect. Thank you. Store i visited: Sportchek at *****************, *******.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of shoes from sportcheck.ca . The item was never picked or sent to a courier for delivery. Upon speaking with customer service they cant locate my item yet Ive been charged $****** for my purchase. I made it clear I wanted to cancel my order since they cant locate the item. They refuse to refund my item or cancel my order. They say I have to wait for the item to arrive, then bring it to a store to cancel. So they have no problem taking my money for an item they dont have and then refuse to refund me my purchase. All I want is to cancel my order and get my money back but they refuse. They just took my $****** and refuse to send my product or refund the item

  Business response

  30/11/2023

  Dear ******,
  
  Thank you for writing in.
  
  Your order was canceled. In this case, there was never a charge on your card.  There would have been a pre-authorization for the full amount of $****** however that pre-authorization would have been lifted once the order was cancelled.
  
  Please check back in your banking history if you do see a charge you are welcome to contact us at ************.
  
  Thank you.
  
  Sincerely,
  
  ******************* Service 

  Customer response

  01/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩