ComplaintsforHooked Coolers

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Item not nearly as heavy duty as described, already had dents/ uneven spots in the bottom of the cooler. Went to their website for a return as advised on their website. Emailed them as directed, messaged on multiple social media platforms as directed, no response. I just want to stay the return that is listed as super simple on their website but I cannot reach anyone. No phone number, no one responds to email or messages.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order with this company on 11/23/23 expecting this to be a Christmas gift, the next day I received an email stating it was back ordered with no known delivery time but offered a free divider. I replied accepting the divider and was only then told it would be a 6-8 week wait. I emailed them again a few weeks later hoping for a change as Christmas was right around the corner and was advised there was no change and it was expected to be delivered the middle of January (ok a late Christmas gift then). I emailed again the beginning of February and was advised it would be delivered by the end of February. I was also told they did not anticipate any more delays. When I pushed back about how ridiculous this whole process has been, they replied a day later, advising me that the delivery has now been pushed to the middle of March. My last email was sent to them on March 14 where I was told it will now be delivered early April. They keep citing logistical reasons and being a small business as the problem; however, they continue to list items as 2 day delivery on their website. They take no effort to be proactive in communicating these delays and some delays seem punitive when they follow a complaint. I just want my cooler.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have placed an order and paid in advance and i cant get them to respond or provide information to me about my order

  Customer response

  12/16/2023

  I have received the cooler.  After I contacted youll they got on the ball answered email and shipped asap.   Thank you for your help 

  Customer response

  12/18/2023

  I have received the cooler.  After I contacted youll they got on the ball answered email and shipped asap.   Thank you for your help 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Oct 4th 2022 Received on Oct 9th 2022. Total cost was 447.97 Order number ***** Have used my cooler twice for about 8days in total and the hard plastic is coming unglued and bubbling out like some one pumping it full of air the insulation is starring to some part in the lid it sounds like. This started on vacation June 2023 once I got back home I tried to reach out Nemours times before getting a response. After couple days of not getting a response again I took to leaving reviews on there ******** was blocked almost immediately. There no where to leave reviews on ****** the website ******** or anywhere else other then shop that I can find. So that to me means the reviews that they post have been gone threw and hand picked. So I was posting on there videos/pics so people can see the problems I was having. Finally get a email saying that I'm leaving false reviews(slander) of there company and they would like me to stop I responded that I'd gladly stop if we could fix the problem.(seemed they wanted to) After a week of waiting for my email to be responded to at 2am like always I have emailed them again saying that I guess that we havnt come to an agreement that I thought we did so I would no put the company on blast on all social platforms from ******** to *******.. I feel as the customer service is the worst iv ever seen. I have screen shots and saved emails for anyone that needs to see them. . I received an email that they will not be replacing the cooler. I really wanted to like this company they had a great idea just need to stand behind there work I was about to buy a 2nd cooler for my boat. I'm glad I hadn't done that yet. I even told them that.. I would of been happy with a discount on the 2nd cooler but with the way this has been handled I will not be buying another cooler from them . For any other info please reach out to me I can send copy of emails and everything over as well

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 3,2022 I made an online purchase of a cooler, Order #*****, for a total of $329.99. I received a confirmation email instructing me to download an AP called Shop to receiving updates and to track my order. I immediately downloaded the AP and although I have checked it multiple times I have not received any updates. I checked the company ******** page and website but there is no phone number or physical address listed. I have tried contacting them on ******** and gotten the run around from them. I have received a total of 5 emails from them advertising specials and sales on their products but nothing regarding my order. According to their ******** and website they ship via****** but having not received a tracking number I cannot track it through them. It has now been 2 weeks since I placed my order and received the confirmation email but because of a lack of communication from the company I do not know if it was even ever shipped.

  Business response

  08/30/2022

  Business Response /* (1000, 8, 2022/08/05) */ All customers are aware of backordered products which is listed on the website prior to purchasing. We were quick to refund the customer when asking to cancel the order.

*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. ↩