ComplaintsforFGL Sports Ltd. (HO)

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order online at sportchek as they had a big sale. When I received my order they were all the wrong size.*** were the wrong size I even double checked to make sure I didnt make an error. got a hold of customer service. They apologize told me to return them and gave me credit for three new sets of a different style (even though I needed 5) and they arrived and they were also with the wrong size all three sets I placed another order and it was also the wrong size I was told that I should just shop in store, I even mentioned that I prefer shopping at sport Chek compared to footlocker. I even said any unisex or boy set would do. But nothing. So Im now waiting for refund for ** items. This has been so stressful. I haven never had such a hard time buying clothing.

  Customer response

  12/10/2023

  To have better training. An error like  that usually happens once  awhile. But to have my first order and 5/7 items are wrong sizes, than to have my replacement  order arrive all in the wrong size. Than a third time. Even after all of this I still asked for help choosing 5 sets and at that point I didnt care but had to be around the same price as the others. I got no reply to that and after that  was told I should shop in store so it doesnt happen: 

  I need a substitute for the 5 sets please 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One word about this company; ********. I ordered two skates online and I wish I did not. It was the worst online experience I have ever had. It was ******** from day one. I received the wrong skates, so I called *** 1 800 number and they told me to take the skates to store for refund. I took the skates to store but they refused to return it because the *** number is different. I called again the *** 1 800 number and they send me a shipping label. I shipped the two wrong skates back on September 22, but yet no refund is issued yet. I advise anybody who reads my complaint not to order or buy from Sport Chek, terrible customer service and terrible management.

  Business response

  06/10/2023

  Dear *****,
  
  Thank you for bringing this to our attention.
  
  Can you please share your order number with me?  We can investigate this further to see when the refund will be issued.
  
  We hope to hear back from you soon.
  
  Sincerely,
  
  ********** Customer Service 

  Customer response

  07/10/2023

  Order Number: **********

• Initial Complaint

  26/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of skates and a water bottle from SportChek online. The skates were a clearance item that was ordered on September ****, 2023.On Sept. **** *** said they delivered the package but no package was ever found. I called SportChek and they started a claim with ***.*** showed that the package was still going to be delivered at some point but it never arrived. It was supposed to have shown up at a *** Store but when I drove there there was no package. It's been more than 2 weeks since I've ordered the package and I have neither received a package or a refund from SportChek.SportChek left the issue with a "case manager" who e-mailed me once on Sept. ****. I have e-mailed back 3 times and have tried to make contact via phone but have had no response for 5 days now.At this point it's been more than 2 weeks since I ordered the item and all I want is my money back as soon as possible so I can purchase new skates and get a new water bottle. I would also like compensation since I can no longer get the skates that I wanted at the clearance price.

  Business response

  06/10/2023

  Dear ********,
  
  Thank you for reaching out
  
  We have followed up with our online customer service team and reviewed your ********************** order.  We can see that a credit for the amount of $****** has been issued to your **** card.  You should see this credit in your account.
  
  Thank you for your patience while our customer service team completed the process for a carrier claim.  We understand that this process can be a frustrating waiting period for our customers.  For that, we are sorry it is not our intent.  The phone calls will be reviewed to ensure coaching is offered to any representatives you previously spoke with.  Thank you for bringing this matter to our attention.
  
  Sincerely,
  ********** Customer Service 

  Customer response

  07/10/2023

   
  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.

  They have now refunded the money owed for the package that was not delivered to me. I would request that they not wait * weeks to do so and leave the customer hanging in the process next time.
  
  Sincerely,
  
  *************************

• Initial Complaint

  26/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to express my terrible online shopping experience with **********************.I made a purchase on Wed, Sep **, 20** with order number **********, the amount of this order is $****** CAD, with the carrier Purolator Ground, the track# is ************.I got the delivery email by September **, but unfortunately, I didnt find it until now, I even reported it to the police, and ********* police service provided me a file #**-1**204.The reason I said the experience was terrible was not just because of the missing package but also because the service was not performed correctly. I contacted ********************** on the same day as I got the delivery email, the agent was nice and said I have to wait 5 regular days, and if the package still doesnt turn up then call back. On Sep **, made a phone call again, this representative made me feel so bad and disappointed. She said ********************** has no responsibility and even yelled at me, she said its my responsibility but that day I was home and nobody knocked on the door or rang the bell. She is not supposed to have that kind of attitude to me, I was also upset that I could not find my package, and I am just a college student.The funny thing is that the bottom of the delivery email from ********************** shows a paragraph with the title Cant find your package? and the very last sentence is Please contact us. Well, I believe that ********************** is a big company with a good reputation for buying things, but the company's cooperation carrier and one of the agents have completely ruined the company's reputation. I hope the company can discuss with the carrier to give me a satisfactory answer, refund or redelivery. Otherwise, I will think that they are deliberately deceiving consumers by saying that the package has been delivered. I look forward to ********************* reply and a resolution to my problem. Thank you so much!Sincerely,***********************

  Business response

  06/10/2023

  Dear ******,
  
  Thank you for reaching out
  
  We have followed up with our online customer service team and reviewed your ********************** order.  We can see that a credit for the amount of $****** has been issued to your **** card.  You will see this credit appear in your account within 5 business days.
  
  Thank you for your patience while our customer service team completed the process for a carrier claim.  We understand that this process can be a frustrating waiting period for our customers.  For that, we are sorry it is not our intent.  The phone calls will be reviewed to ensure coaching is offered to any representatives you previously spoke with.  Thank you for bringing this matter to our attention.
  
  Sincerely,
  ******************* Service 

  Customer response

  06/10/2023

   
  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,
  
  ***********************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July **th purchased a new bike from ***** **** That same day the front tire tube blows ***** **** fixes issue two days after no concerns August *th find the rear tube blown. Take the bike in and ***** **** charges for the tube repair. This bike obviously has some defects that are not being addressed properly and we are seeking a full return to find a different bike for our daughter and ***** **** will not honour their ** day return policy.

  Business response

  22/08/2023

  Dear *****,
  
  Thank you for writing to us through the Better Business Bureau.
  
  We understand that you have been working with the store manager to resolve the issues you are having with your bicycle.
  
  Please continue working with the store and if you require any further assistance dont hesitate to reach out to me directly.
  
  Sincerely,
  
  ********** ****************
  ************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I intiajted a return with ********* to return my items via mail. I called ******** support a few days ago and asked if I could return it in person and if that would make a difference. I was told on the phone by the representative that there would be no difference or issues and that it will be okay to do so before the return date on the mail in return email I received. My sister returned it today and was told she could not get a refund on the original payment method and was given a gift card. I am supposed to drop off the parcel before August 3, which wouldve provided me a full refund on my payment method instead of a gift card. I am seeking a full refund on my payment method instead of the gift card that my sister was provided as I was told this information on the recorded phone call.

  Business response

  15/08/2023

  Dear *****,
  
  Thank you for writing to us through the Better Business Bureau platform. 
  
  It was a pleasure to speak with you yesterday, thank you for returning my call.
  
  As discussed our return policy for a full refund to the original method of payment is 30 days from the purchase date.  ***** days after purchase allows the customer to receive store credit for the return. With your order being placed in April 2023 you have exceeded the 30 day window for a refund back to original payment method. 
  
  The image you have included is the self initiated warehouse returns process.  This process has an expiry date linked to the day the customer starts the process.  This expiry date is not linked to the purchase date. Because there are other scenarios that must be considered for returns (warranty,lost items etc.) we cannot prevent the returns process from being started once an order is older than 60 days.  Orders older than 60 days are not accepted for returns at the warehouse without a file attached, meaning the customer has documented why the order is coming back with our customer service team and been granted approval for the return.  
  
  We are pleased to hear the store was able to make an exception for you and provide a credit for the full amount paid after the 60 day return window. 
  
  Please reach out if you have any further questions.
  
  Sincerely,
  
  **********Customer Service

• Initial Complaint

  10/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Order Number:********** Pick-Up Location:********************* Sport Chek *************** *********************, ****************************************************************** Order Summary Total:CAD $***** Reference Number:66585736 GST Number:86961 **** THEY ADVERTISED 1HR CURBSIDE PICKUP Then they sent me an email on July 4th (shown in documents)Order #: ********** | Order date: Jul 1, *************************** I have a unique foot size 14 extra wide so I don't have much of a selection on shoes when I shop I had an opportunity for some work that evening. the dress code called for black shoes, so I was pretty upset when I got there from bussing through a rainstorm and promised 1hr curbside pickup and for my order to be cancelled.But it felt very misleading and falsely advertising by saying it was in stock and promising 1hrcurbside pick up...

  Business response

  17/07/2023

  Dear ****,
  
  Thank you for writing in regarding your SportChek.ca order #**********.
  
  Unfortunately, your order was canceled due to fulfillment issues.  Although our system indicated the item was available when our fulfillment team tried to locate the item it was either missing or in unsellable condition. We apologize for the inconvenience this caused you.  While we try our best to provide accurate inventory levels there are unforeseen circumstances that sometimes play a factor in the system inventory differing from what is physically available.  Our customer notification does alert customers to wait until their ready-for-pick email is sent.  In the event that we cannot fulfill the order,this notification alerts the customer not to travel to the store.  According to our records of emails sent the cancelation email was sent to you the same day the order was placed.
  
  The shoes you were interested in are currently showing as available on the website to be shipped directly to your home if you are still interested.
  
  We are sorry that you were not able to pick up the shoes on the day you ordered them.
  
  Sincerely,
  
  ********** Customer Service 

  Customer response

  18/07/2023

   
  Complaint: 20291217
  
  I am rejecting this response because: the price of the shoes have gone up 
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered some fitness equipment through Sport Cheks online store and spent $****** (including a delivery fee of $*****), the wrong order was sent, I emailed Sport Chek with photos of the incorrect order and asked them to arrange a return and a new delivery with the correct order. I was told I could keep the order and was given a **% discount code for a future purchase. I responded back I didn't want the products that were sent I wanted the correct products that I ordered, to which they replied they were not able to resolve the issue, and that I could try and go into a store and see if I could exchange the products. This is heavy exercise equipment and I don't have a car, which is why I paid a ***** delivery fee, I can't lug this equipment to a store and "try" and exchange it. A company should not have an online store with no way to fix mistakes they make, I am now out a delivery fee and have an incorrect product and Sport Chek is refusing to fix the problem or refund my order.

  Business response

  23/05/2023

  Dear ****,
  
  Thank you for taking my call last week.
  
  We have refunded your shipping and the price of the **** dumbbells,this went through as one credit of $****** to your original form of payment.
  
  The replacement **** dumbbell should have been delivered to your door on May **, 2023.
  
  We apologize that you did not receive a suitable resolution when you reached out to our call centre team. We have passed along the feedback related to your experience to the management team who are able to provide coaching to the agents involved.  It was not our intent to frustrate you and I appreciate your patience with ** while we worked toward a resolution.
  
  Please reach out to me if you have any further questions or concerns.
  
  Sincerely,
  
  ********** ****************
  ************

  Customer response

  23/05/2023

   
  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,
  
  *******************

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is re: order number **********. I purchased 4 items online on January 31st 2023 in the anount of $****** including tax. After I checked out and paid for the order, I got a confirmation email but the Sportcheck website plugged in a very old address of mine for shipping and all of the items were being sent there. I tried to call Sportcheck the next day to update the delivery address, but they denied me the request. They denied me to speak with a supervisor. After several phonecalls to the company, a case was opened and some supervisor somewhere redirected the delivery back to their warehouse, in spite of me saying that I still want the items. So they were willing to change the shipping address to return the items to the warehouse but were unwilling to change the shipping address to ship the items to my current address. This is a ridiculous policy that the call centre cannot change the address adter taking almost $300 pf my money. I got confirmation emails that all of the 4 items purchased were returned back to the Sportcheck warehouse. I only got refunded for one item of $***** since then and Sportcheck is refusing to refund the rest. They keep opening new "cases" but they are not giving me my money back. So I do not have the items and I don't have my money. They keep saying this is my error and I have to wait. This is not my error! They have a glitch in their system somewhere with the old address and they are blaming me. I have not resided at this address for 6 years!!! I want my money back for the items returned! I would really appreciate your help in this matter.

  Business response

  23/03/2023

  Dear *************************,
  
  Thank you for writing in.
  
  Our records show 3 refunded amounts.
  
  ****** ******** *** **** ****** ***** ** **** ******* ***** ** ****
  
  If your records are not showing these refunds please reply back and we will follow up with our treasury team who will investigate.
  
  We are sorry your experience with us was not a positive one.  I can see a second order placed with updated shipping information.  If you havent already done so please edit your sportchek.ca account to update your shipping information.  Unfortunately,if you are logged in as a sportchek.ca customer the shipping address will default to whatever has previously been loaded into your account.  We apologize for any inconvenience this has caused. 
  
  A request to speak to a supervisor should not be denied and we are very sorry this request was not met.  Our online customer service manager will follow up with coaching for the agents that handled your calls. 
  
  Thank you for reaching out to us and please let me know if you do not see the refunds in your account.
  
  Sincerely,
  
  ********** ****************

• Initial Complaint

  09/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sport CHEK refuses after a week of phone calls to cancel and refund an order. The store echoes the ignorance and incompetence. After a week they stick to you can only cancel an order within an hour. So ? *** asked for the refund for a week. Staff on the phone is above listening and above answering calls as they most certainly block numbers from calling. A childish company that will talk over you and say they cannot do a thing when its as easy as the check out person refunding it on the Spot at the Store WHEN CALLED THE FIRST TIME.

  Business response

  20/01/2023

  Dear *********************,
  
  Thank you for writing in.
  
  Unfortunately, our cancelation window is very small due to our speed at picking, packing, and shipping orders.  Most of our orders go into shipped or ready for pick up status within 1 hour.  Once an order moves to this status it is not possible to cancel an order.  A refund for your order was requested and issued on January 11, 2023.  This is an automatic process that happens 7 days after a pick up in store order is placed if the order is not picked up by the customer within the ***** window.
  
  You should now see a credit back to your original form of payment for the amount paid.
  
  Thanks,
  ********** ****************

*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. ↩