ComplaintsforSporting Life Inc

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order of $734.98 worth of items were delivered on October 28th, 2023. But the box seemed to be re-taped and already opened and not all of the items were in the package. I spoke to Sporting Life and they said they would look into it and to file a police report. Then I did * **** ****** ** ***** **** *** *********** ***** *** ***** ******** I didn’t hear back from sporting life till December 2023 after I got a call from Toronto police asking if the issue was resolved. The police told me to file a complain with the better business bureau. After that I got a call from a supervisor at Sporting Life and they told me to dispute the charge with **** the credit card company ******* **** ***** *** **** **** ******* But they then sent all proof that it was delivered to the credit card company but did not tell them the package was tampered with. Many of the items apart of the order was missing. **** ********** ****** the supervisor was ***** ** ** **** *** ***** saying ***** **** *** there will be a delay in taking care of this case, so I should just dispute with my credit card company. But they then disputed the charge back.

  Business response

  09/02/2024

  Hi ******,

  Thank you for letting us know about your issue with your recent sportinglife.ca order. I am very sorry to hear that you did not receive your order in full.
  
  I appreciate your patience as I reviewed your case with the Customer Care team and reviewed the investigation with our courier (***********) and the Loss Prevention Manager. In the case emails you confirm that you only received 4 out of the 9 items packed in your order. I can see that we have video footage from our Loss Prevention team of the order being packed with all items into the box and sealed. We also have have GPS coordinates and pictures of the delivery to your address on file, and in the case emails with Customer Service you confirm that you personally accepted the order. The Customer Service Manager reached out to the courier service and the FleetOptics completed an investigation of their own. For this incident it was with a long standing driver with no incidents on his file, the driver did not note any tampering on the package that he was delivering or it would have been returned to us as is our policy. I do see that there is an outstanding investigation with our Loss Prevention team with the police but that the Toronto police have not reached out to our Loss Prevention Investigation Manager to resolve this. I will reach out to the Customer Service team to have them contact you for additional updates regarding your stolen package. I can see there is a temporary police report number on file and we will need the permanent report number so we can reach out for further details to the police. I want to reassure you that our Customer Service team has given you accurate information surrounding the charges with your banking institution, unfortunately, it is out of our control if they denied your dispute.
  
  Our Customer Service Manager will reach back out to get the permanent police report number for you so we can escalate this investigation. Your candid feedback is valuable to us, and we are committed to taking the necessary steps to prevent a recurrence of such experiences in the future.
  Thank you for bringing this to our attention, and I sincerely hope you have a pleasant weekend.

  Customer response

  13/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have provided the full report (with the report number in the title of the pdf file) on November 15th, 2023 but they claimed I haven’t sent it to them. Now that I have sent it to them they want me to wait again for their loss prevention team to investigate. 
  Sincerely,
  
  ****** *********

  Business response

  26/02/2024

  Hi ******,

  Our Loss Prevention team is still waiting to hear back from the Police. They have been reaching out to make contact for over two weeks. Please know we are doing our best to follow through on this. I will have the Customer Service Manager reach out as soon as we hear anything.

  Thank you for your patience while our team investigates.

• Initial Complaint

  16/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of black shoes and received a pair of blue shoes. I called to complain and was told I could return the blue shoes, but may not receive a refund as the shoes I ordered were ‘Final Sale’. I said I never received the shoes I ordered, but staff I spoke with were indifferent. They refused to refund my purchase even though they sent the wrong shoes.

  Business response

  29/12/2023

  Hi ******,

  Thank you for your correspondence regarding your order.

  
  We have reviewed your case, which was initially brought to the attention of our Customer Service team on October 26th. The issue revolves around the discrepancy in color representation between the online image and the actual product. The Customer Service Representative promptly identified the color ambiguity, acknowledging the challenge posed by the unclear depiction on our website and Adidas's platform. Despite the image appearing black, it is officially labeled as Shadow Navy on the ****** website.

  
  Our representative engaged with you on October 27th, addressing your concerns via a telephone call and initiating the return process by dispatching a pre-paid return label. We understand your desire for a refund prior to the item's return, but our policy requires receipt of the physical item before processing such requests. Notably, your preference for an alternative pair posed a challenge as we did not carry the black variant.

  
  On December 14th, when you sought an update on your return, we regretfully informed you that without the returned item, no further action could be taken. Subsequently, your case was elevated to the Customer Service Manager, who arranged a Ground Pick-up due to your inability to print the label.

  
  It has come to our attention that the initial Ground Pick-up was unsuccessful as the shoes were not appropriately packaged for ***** collection. We acknowledge the inconvenience caused and have expedited the refund process. The shoes have now been refunded, and ***** has assured us that they will be collected today.

  
  We sincerely apologize for any inconvenience caused by the color discrepancy, and we appreciate your patience and understanding throughout this process. If there are any further concerns or inquiries, please do not hesitate to reach out to us.

   

  Customer response

  02/01/2024

  
  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. It took 2 months longer than it should have, but I finally received my refund.
  
  Thank you for your help,
  
  *** ****

• Initial Complaint

  14/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered shoes on Dec 2, 2023. I have not received a shipping notification as of yet, 12 days later. I received instead a ******* text message on Dec 7, 2023 from a local number that said they’d be delivering my package. Then they said they’d be delayed. I haven’t heard a word since even though I’ve texted that number. I need this package by December 21 for a vacation. I’ll never order from here again.

  Business response

  29/12/2023

  Dear *********,

  
  Thank you for your inquiry regarding your recent order.

  
  We acknowledge that you initiated a case with Sporting Life Customer Care on December 14th, addressing the same matter as this email. The issue pertaining to the non-delivery and RTS (Return to Sender) status of your order was promptly identified, leading our Customer Service team to provide an update on December 15th. We sincerely apologize for any inconvenience caused by the package being RTS'd due to a duplicate tracking number error.

  
  Upon further investigation by our Store Operations Manager, it was discovered that your order had been returned to our Return Processing Centre. Our Customer Service Manager contacted you on December 15th, discussing the option of reordering the item with a discounted rate as compensation for the inconvenience. However, we understand that due to time constraints, you opted not to place a new order as the item was intended as a gift.

  
  In an effort to express our regret for any inconvenience caused, our Customer Service Manager issued a $25.00 gift card, hoping it will contribute to a positive shopping experience upon your return from your Texas Christmas.
  We truly value your patience and understanding in this matter. We apologize for any disruption to your plans and remain hopeful that you will consider shopping with Sporting Life again in the future.

  
  Best regards,

• Initial Complaint

  27/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I Placed an order on November 25th for a paird of shoes I double checked my order before paying that I had the correct size When I received the email confirmation the size was incorrect due to a glitch I assume. I contacted immediately for an adjustment and was told hours later it was unable to be changed. I asked for the order to be canceled as I don't have the capability to return to a store and the stores do no carry the size needed. I asked for it to be canceled as it hasn't even been processed yet and the company completely refused to help in any manor. This is disgusting I don't have the privilege or capable means to order a second pair. I don't have the accessibility to pay to return the order to sporting life. Consumer laws allow for customers to return online goods BEFORE shipping' anything over $50. I made every necessary attempts to rectify and have received no contact beyond a standardized email. I was happy to have the correct size adjusted due to the glitch km the system. The way sporting life treats their customers is why I want it canceled

  Business response

  05/12/2023

  Hi ******,

  Thank you for reaching out to Sporting Life regarding your recent online order with us.

  I am sorry to hear that there was an error in your item selection, unfortunately we are unable to modify or cancel any orders once they are placed in our system. I can assure you that no laws are being broken by our system not allowing us to cancel any orders but I am very sorry for the inconvenience of this issue.

  My understanding is that you have spoke with our Customer Service Manager to resolve this issue with us extending the reordering period from 14 days to 30 days on a new order with original order pricing as the item is Out Of Stock and that a prepaid shipping label was also sent to ensure you do not need to travel to a store to return the item out of convenience. I have just received the latest information that your order was delivered but not received by your mother and that the order is considered lost/stolen. Our usual procedure for this is to complete an investigation with ***** to determine if this was delivered unsafe, incorrectly or stolen but it does look like our CS team waived the investigation to ensure a quick resolution for you and have refunded the full order.

  I acknowledge your frustration in this situation, and I trust this clarifies that we have made every effort possible to address and rectify the issues at hand. We genuinely value your feedback and are committed to continuous improvement to prevent similar occurrences in the future. Thank you for your understanding and patience throughout this process.

• Initial Complaint

  28/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an order on Sporting Life for a pair of **** shoes on Nov. 2nd 2022 with the order number being *********. As soon as I received these shoes I paid over $20 of my own money to return them to Sporting Life as they were too small ***** ***** *** ** **** ************* ** ******* ********* *** *********** ** *** ******** ******* *************. The shoes were received to their facility on November 9th as per my tracking number which I will attach in the documents. It has now been well over "15 business days" which their website states returns would be finished by. It is not Nov. 26th and I have not heard anything about a refund. I have reached out to their customer service multiple times with either no answer, taking days/weeks to respond or saying they'll "look into it" which is what I last heard 5 days ago *** * ** ****** ******* ***** *** ***** ** *** *******.

  Business response

  28/11/2022

  Hello ******** 

  Thank you for contacting Sporting Life customer care.

  We are very sorry about the delay in your refund being processed.  Unfortunately due to a shortage of staff, and the influx of volume, there was a significant increase in wait time once the items arrived at the DC to be processed.

  The refund has now been processed and you will be issued a gift card to compensate you for the shipping charges that you incurred.

   

  Sincerely

  Sporting Life Customer Care

   

   

  Customer response

  28/11/2022

  
  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.
  
  

• Initial Complaint

  24/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi - I ordered a pair of kids skis and bindings online from Sporting Life on March 7 2022. They arrived with only a pair of skis in the box and no bindings. I attempted to return the skis at the store and they will not accept without the bindings. I had to go through customer service who informed me that they have evidence that the bindings were shipped in the same box - but I did not receive them. Now I am stuck with a pair of skis I cannot use without bindings - I would like to return them and receive a full refund. Thank you

  Business response

  25/04/2022

  Business Response /* (1000, 5, 2022/04/24) */ Hello, Thank you for contacting Sporting Life Customer Care. Our internal teams have reviewed the camera footage of the packing of your order and have confirmed that the bindings were shipped in their original manufacturer's box, within the same box as the skis delivered to you. Please note, the colour of the binding box is the same colour as that of the ski box. We recommend verifying that the binding box is not stuck to the base of the ski box, or if a member of your household may have moved the bindings. Sincerely, Sporting Life Customer Care Consumer Response /* (3000, 7, 2022/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) ************************* I did not receive any bindings but I guess It is my word against sporting life. ***********************************************************************************************************************************************************************************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a coat on December 11, 2021 worth $259.99 plus tax. We received an email that the package had shipped on December 13th, 2021. I got notice from ***** that the package had been delivered on December 16th at 1:58. I never received the package. I am working at home because of COVID and I know that the door bell was not rung. Sporting Life claims that they are not responsible for the package after the package has been dropped off but do not give you any delivery option. After asking *****, the delivery service to investigate the claim, Sporting Life concluded that the package was delivered, that they are not responsible for it not arriving and that they will not provide a refund. This is the shipping policy on their website: "During this time, carriers will not be requesting signatures for deliveries at the door. Carriers will leave your order in your mailbox or by the door if it is safe to do so. When this is not possible, a notice card may be left at the address indicating the post office where you can pick up your order, or the carrier may attempt to redeliver your order. If your order is showing as delivered and you have not received it, please contact the Customer Care team within 30 days of your delivery status." Leaving it in the middle of the porch, ****************************** is not a safe delivery. ************************************************************************************************************************************************************************************************ Sporting Life needs to ensure that they have made a reasonable attempt to deliver the package properly. *******************************************************************************************************

  Business response

  25/04/2022

  Business Response /* (1000, 5, 2022/02/08) */ Hello, Thank you for contacting Sporting Life Customer Care. I sincerely apologize that your package went missing after delivery. Unfortunately, FedEx has denied the claim and confirmed a successful delivery. In order for us to submit a request for your package to be refunded, we will require an approved police report number for the theft of your missing package. Once we have received your approve police report number, we will proceed with submitting a request for a refund. If you require assistance with locating the online portal for submitting a report with your regional police department, please let us know in customer service ticket ******* and we will assist you. Sincerely, Sporting Life Customer Care Consumer Response /* (3000, 7, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The requested police report is attached. I will accept the response when I am provided with a refund. Business Response /* (4000, 9, 2022/02/21) */ Hello, Thank you for providing your temporary police report number. On the provided report details it states, "this incident has been reported to the Toronto Police Service and is pending approval." Please provide us with your approved police report number. Once we have received your approved police report number, we will proceed with processing a refund. Sincerely, Sporting Life Customer Care Consumer Response /* (4200, 11, 2022/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sorry, I sent the wrong file. Here is the final report and email. Business Response /* (4000, 13, 2022/03/01) */ Hello, Thank you for providing your approved police report number. I have gone ahead and processed a refund for your missing/stolen item. It can take your banking institution approximately 3-5 business days for it to show on your account. You should have received an email from us notifying you that the refund was processed. If you are unable to find the email, please check your spam and junk folders as sometimes our emails are filtered there. Please let me know if you have any other questions. Sincerely, Sporting Life Customer Care

• Initial Complaint

  09/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Problem: 2 separate issues Online order number ********* for a men's ******* logo Classic XL T-shirt Oct. 11, 2021. The package was delivered by ***** and the package was damaged resulting in a hole in the front of the t shirt. I contacted ***** and they told me the shipper needed to final a claim. I emailed Sporting Life customer service twice and never received a response. I called a store and spoke with a manager who took the information and forwarded it to customer service as well and still nothing. ***************************** I just want a replacement shirt! Online order number ********* for a men's ********* large ****** khaki pants on Oct. 4, 2021. The price tag on the pants is $86.97 whereas I was charged $125. I emailed Sporting Life customer service twice and never received a response. I called a store and spoke with a manager who took the information and forwarded it to customer service as well and still nothing. ********************************

  Business response

  25/04/2022

  Business Response /* (1000, 5, 2021/12/10) */ Hello, Thank you for contacting Sporting Life Customer Care. I sincerely apologize that our email responses in tickets ******and ****** were not received by you. Regarding order ********* (Ticket ******) we kindly ask that you email us a photo of the damage done to the shirt to ****************@***************. Once we have the image, we will be able to proceed with a carrier claim and next steps to help resolve this. Regarding order ********* (ticket ******) can you please email a picture of the price tag with the sale sticker on it to ***************@***************. We will gladly correct our error and honour any incorrect pricing for you. We simply require a photo of the price tag to proceed. I'm sorry for any inconvenience this may have caused. Please let us know if you have any other questions. Sincerely, Sporting Life Customer Care Consumer Response /* (3000, 7, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) In my original BBB submission I included the emails and pictures that was sent to the **************** email they specify in their response. ************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Business Response /* (4000, 9, 2021/12/27) */ Hello, Thank you for providing a picture of your damaged package and product, as well as a photo of the incorrect price sticker. I apologize that we did not receive your original attachments in your initial submissions to our Customer Care team. Regarding order *********, I have gone ahead and refunded SKU ****************. You may toss this item in the garbage, donate it, or keep it if you would like. You will receive an email informing you this refund has been processed. Regarding order *********, I have gone ahead and completed the price adjustment to $86.96 plus tax. The credit should be on your statement within the next 3-10 business days. Please let me know if you have any other questions. Sincerely, Sporting Life Customer Care

• Initial Complaint

  08/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a jacket online no confirmation email was sent back with details tried contacting customer service they did not respond money was withdrawn from my credit card and waited to see if the order shows up on my account on the sporting life website nothing is there no option to check previous orders. *********************************************************************************************************************************************************************************

  Business response

  25/04/2022

  Business Response /* (1000, 5, 2021/11/08) */ Hello, Thank you for contacting Sporting Life Customer Care. On November 6, 2021, the order placed by this customer was cancelled due to the item ordered being out of stock. At 10:08pm on November 6, 2021, the customer was emailed informing them their item was out of stock and the order will not be fulfilled. If the customer did not receive the email, we recommend checking their junk and spam folder, as sometimes our emails get filtered there. When an order is cancelled, the pre-authorization placed on the form of payment is released. The pre-authorization for this order was released on November 6, 2021, at 10:08pm. It can take the customer's banking institution up to 10 days to show the release of the pre-authorization in their account. On November 7, 2021, a member of our team responded to the customer's ticket and informed the customer their order was cancelled, and they would not be charged for their order. We are sorry for any inconvenience this may have caused. Please let us know if you have any other questions. Sincerely, Sporting Life Customer Care

*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. ↩