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Business Profile

Wholesale Sporting Goods

Pro Kennex

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Sporting Goods.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/10/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought a $200 paddle from ProKennex via Amazon through seller RacquetGalaxy. I played with the paddle several times and noticed the handle quickly became loose and rattled. I contacted ************* and they quickly wiped their hands cleans and pointed me to ProKennex's website for a return form so the manufacturer could fix the paddle via their 1 year warranty. I filled out the form and sent it over via *** per the instructions. That was 2 months ago. To date, I have yet to receive confirmation from ProKennex (even though I have *** confirming it was received), I have emailed multiple times and called multiple times, no one EVER answers the phone or email. It's like their customer service or operations group doesn't exist. As far as I know this is a sham organization putting out subpar products and passing them off as premium. No one from ProKennex will answer the phone or email so I'm out $200 and the paddle. Total rip off of a company.

    Business Response

    Date: 10/13/2023

    We understand the urgency of your situation and want to provide you with an essential update regarding your replacement paddle. Unfortunately, we must inform you that the item had temporarily gone out of stock, resulting in a slight delay in processing your order. However, we are pleased to announce that we have recently received a fresh shipment of replacement paddles, and we are committed to ensuring the prompt shipment of your replacement.

    Rest assured, your replacement paddle been shipped. Here is the ***** Tracking #: ************. We understand the importance of resolving this matter expediently, and we sincerely apologize for any inconvenience the temporary delay may have caused.

    Should you have any further questions or require additional assistance, please do not hesitate to reach out to our dedicated customer support team. They are here to guide you through every step of the process and ensure that you receive the highest level of service.

    We would like to once again express our gratitude for your patience and understanding during this process. Your satisfaction is of utmost importance to us, and we look forward to delivering your replacement paddle to you promptly.

  • Initial Complaint

    Date:09/29/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a ProKennex pickleball paddle from the Pickleball Depot ** in April, 2023. It developed a crack through the face and I was directed to return the paddle to the warranty department at ProKennex. *** delivered the paddle to the return address requested by ProKennex at ************************************************ on 9/7/23. I have not had any confirmation from them receiving the paddle and they have not responded to my emails and phone call. I just want to know they have it and their disposition.

    Business Response

    Date: 10/07/2023

    We want to provide you with a crucial update regarding your replacement paddle. We regret to inform you that the item was temporarily out of stock, leading to a slight delay in processing your order. However, we have received a new shipment of replacement paddles, and we are committed to ensuring that your replacement paddle is shipped to you promptly.

    Your replacement paddle is scheduled to be shipped out on 10/9/2023. We understand the importance of resolving this matter expediently, and we sincerely apologize for any inconvenience caused by the temporary delay.

    Customer Answer

    Date: 10/07/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    *****************

     

  • Initial Complaint

    Date:12/12/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I tried a friends pro kennex paddle who said it stopped tennis elbow in their arm. I had been needing to use a brace to play, but when using their paddle I instantly no longer needed to use it. I then tried a demo of the paddle from pickleball galaxy and had no arm issues. I then purchased one, and this one began to cause extreme pain from my shoulder to fingers. Tried to get an exchange from pickleball galaxy, but they said since it was over their exchange time that I needed to get it exchanged with the manufacturer. I left several messages, and got a call back finally with a woman named *****, who said she would talk to her manager and call me back. Well that has been multiple weeks, and I have emailed her several messages, and still havent heard back from them. All Im asking for is an exchange with a paddle that isnt faulty. It was about $200, and I have been to the doctor over the pain it has caused. There is something wrong with it, and am please asking for this situation to be made right!

Pro Kennex is NOT a BBB Accredited Business.

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