Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a refund of paddles, which was promised and processed. The company promised it would come back to my account within 7-10 business days it has now been almost three weeks without any reply. Please give me the refunded amount.

  Business response

  02/07/2025

  This customer made two purchases in early January and returned them to us on January 28th. We processed the refunds today. While the customer believes the processing time was excessive, we have communicated that post-holiday return volumes have temporarily extended our standard processing times. Despite this, we have ensured that the refunds were processed as quickly as possible. The refunds have been issued today and should be reflected in the customers financial institution within the next 3-5 business days, depending on their banks processing policies.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned items from one of my orders to Selkirk. I had ordered multiple paddles and ***** for my daughter. The ***** were indoor ***** and the paddle grips didnt feel right. We kept one paddle from the second order and returned the unused items in the first order. After three weeks of the package being returned to the company, I contacted them to ask about the status of my return. I was told that they never received the items. Saying that the **** deliver items in mailbox and the box I sent would not have fit in the mailbox. I contacted **** and was told that it says items were left in/by the mailbox and that is all the information that they have. I contacted the Selkirk again and this time I was told that the box was empty. I packed the items myself and dropped off. When I contacted them the third time, they told me the label was not right and that the package was never delivered to them. Each time I get a different story. We have ordered from the company several times and even this time I had placed two separate orders. I have never had such an issue with them before. I think my return has been misplaced or mislabeled and now they wont refund me. I need assistance in getting a resolution. I have contacted them so many times and every time I get a different response.

  Business response

  11/27/2024

  
  We are writing in response to the claim made by ****** **** regarding an alleged return and refund. After conducting a thorough investigation, we have determined that this claim is entirely fraudulent.
  
  When ****** **** contacted us about not receiving credit for their return, we initiated a detailed investigation into the matter. As part of our process, we reached out to **** to verify the tracking details associated with the return label provided to the customer. **** provided the following critical findings:
  
  Altered Return Label: The return label we provided to the customer was altered so that the package would not be delivered to our facility but instead to a different address within the same zip code. This alteration caused the **** tracking system to display the package as "delivered" in online records, misleadingly suggesting it had reached our facility.  **** was able to determine with geo-locating that this tracking number was delivered to a residence in the same zip code, but quite a distance away on a different route.  The address it was delivered to matched the altered address on the envelope, this rules out the possibility of a mis-delivery.
  
  Inconsistent Packaging and Weight: **** confirmed that the return label was affixed to a Priority Mail envelope rather than a parcel, as would be expected for the return of the items in question. Moreover, the reported weight of the shipment was 2 ounces, which is inconsistent with the expected weight of the products allegedly returned.
  
  **** has indicated that these inconsistencies align with tactics commonly employed in return fraud schemes. Based on their findings, we have concluded that the alleged return was never legitimately initiated, as the items were not sent back to our facility.
  
  We have communicated to Sandia Khan that a refund cannot be issued until we receive the returned items. Since this has not occurred, the refund request remains unresolved.
  
  We value our commitment to fair business practices and transparency, and we appreciate the opportunity to address this matter with the BBB.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original pickleball paddle does not function, as it once did. All I ask is for is a replacement paddle of another type.

  Business response

  08/16/2023

  The customer in the case reached out regarding what he believed was a warranty issue.  We have approved multiple warranties for this customer in the past.  The issue in this incident could not be verified through photos, so we asked the customer to send the paddle in to be checked by our team.  When we received the paddle back, we checked it over and found no issues with it.  We let the customer know that we did not find any defect with this paddle, after inspection and testing.  The customer was given the option of receiving the paddle back or receiving a partial credit towards a new paddle.  He took advantage of the partial credit, and we put him on order for a new paddle.  This issue appears to have been full resolved and the customer stated he is looking forward to receiving his new paddle in his last communication with us on 8/9/23.

  Customer response

  08/21/2023

   
  Complaint: 20426200
  
  I am rejecting this response because: One, the company lied when it said that it approved multiple warranties. The is my first warranty claim with Selkirk. Second, they held onto my paddle for two weeks, before issuing a warranty response. This proceeded several emails on my part, regarding its status. Third, they may say the paddle is fine, but I've played with the paddle.  The characteristics of the paddle has changed over time. There is no way for them to make this determination.  This in not my first paddle. I've purchased several paddles from this company, you would think, they would appease returning customers. 
  
  Sincerely,
  
  *************************

*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. ↩