Business ProfileforDomio Sports

BBB files indicate that this business has a pattern of complaints concerning delivery and customer service issues. Specifically, consumers allege that products have not been received and there is a lack of communication from the business regarding their concerns.

On March 31, 2020, BBB submitted a written request to the company encouraging them to address the pattern of complaints. On May 11, 2020, the company provided the following response:

"Domio Sports is a hardware company based in Toronto, Canada, and we have been active for 4+ years, designing, manufacturing and selling our hardware products to the motorcycle and ski markets.

We value and take very seriously the feedback from our customers and the BBB, and we are taking actions to address all points of frustration/issues that some customers have had with us in the past.

Please understand that we are still a young, fast growing business trying to do the best we can to build a great brand and loyal customer community. Like many startups we have experienced some growing pains during our first big product launch and these growing pains were only exacerbated by the COVID environment.

As of May 2020 we have made many significant changes and improvements which will fully address the issues outlined by our customers and BBB. These include:

1. We have 3X our customer service team, and have implemented a 24hr SLA. Meaning all customer queries will be responded to with 24hrs or less, and as such all refunds will be processed in the same timely manner.

2. We have just entered into a brand new manufacturing partnership, with factories situated both domestically and overseas, so that we can better hedge against any slowdowns or shutdowns that may occur due to COVID or any other similar events in the future, and thereby prevent product delays.

3. We have in parallel entered into a new 3PL (shipping) partnership that will allow for quicker and more transparent, trackable shipping to customers, as well as easy returns for customers who want to take advantage of our 30 day money back promise.

4. We have addressed all bugs and issues related to our v1.0 product, and already our v2.0 is getting very positive customer reviews.

5. We will make good on all customers issues of that past (nearly caught up) and are planning to send all affected customers free mounting accessories (valued at $39) for their troubles.

We look forward to working together with the BBB to help improve our reputation and bring back confidence to some of our community who we have let down."

In September 2022, BBB staff reviewed the complaints on file and determined that the pattern of complaints had not been resolved.