ComplaintsforWilson Sporting Goods Co

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This original transaction was in September of 2023. This was for a softball bat in the ******* category that had an **** price of $299.95. The company provides a 1 year warranty on products for manufacturing defects. The bat broke on me in April 2024. I filed a claim with ******** in late May 2024. The bat was shipped to them for warranty claim testing to confirm the bat was not misused or used for a sport other than softball. The claim was validated in early June 2024 and at that time approved for the **** amount of $300. I have since then sent the company at least 20 emails and have contacted by phone numerous times to try and set up what I thought would be an order for a replacement bat. The bat I sent them for warranty is no longer in production. It has been well over a month and the company continues to use the excuse that "they have no USA/ASA bats in stock." I have requested certain models for update on when they might become avaliable just to be told "sorry, that bat has been discontinued and I need to request another. The only solution they have offered me is to settle on a bat that is about half the value of mine or a bat I already own and will not take care of this issue for me. I am now without a bat for my softball league and also out the money for the bat. I just want a replacement bat and I don't want one that's an older model or less value than the bat I purchased. I also asked if they could issue credit so I could purchase one of their bats from an online retailer, who mind you, has bats in stock that Demarini themselves offer, but don't have in stock. They said that was not an option. I'm super frustrated and they have offered no help at all to this point. Thank you for your time.

  Business response

  07/09/2024

  Hello,

   

  Our apologies for not having inventory of the bat you requested. The ******** Services Supervisor has reviewed the situation and will be emailing a voucher to purchase another bat. Sorry for the hassle and inconvenience.

   

  Regards,

   

  Wilson ******** Team

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/30/2024, I ordered 2 of the new OPTX Grass Volleyballs. When ordering it said the delivery would be 6/07/2024 and the order would ship within 24 to 48 hours. I have never ordered from Wilson before and trusted the processing and delivery times. 06/05/2024 my order is still processing and I was planning on using these ***** this weekend fo a tournament. I submitted a email from the site that said they usually respond within 24hrs, but when I submitted the form, it now says 3-4 business days for a response. Maybe I should've paid for the expedited shipping or would I get the same response. I would like my volleyballs processed and delivered as promised.

  Business response

  06/10/2024

  Hello, 
  
  Our apologies for the stock issue. The good news is stock is now available and your order will ship out in the next 2-3 days. After further investigation, the delay was caused by two issues, first of which was no stock. This volleyball is produced deflated. When deflated stock became available, the volleyball had to then be inflated and packaged which further pushed back the delivery date. Sorry for the delay and inconvenience this has caused.
  
  Regards,
  
  Wilson Consumer Team

  Customer response

  06/10/2024

   
  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. I would like to add that there should be more transparency in ordering and shipping times. Giving the best case scenario for ordering and shipping, not to mention letting somebody order an out of stock item, is misleading and bad practice at best. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a glove for my child on 5/15 not custom and in STOCK, it was supposed to ship within ***** hours. And nothing, not movement and its now been 5 days. I cant get ahold of any customer service support its almost completely inaccessible and I will NEVER order from here again. I even tried to cancel my order or refund so that I can buy a different glove elsewhere before his birthday but nothing. Turned me off Wilson products permanently.

  Business response

  05/22/2024

  Hello,

   

  Our sincerest apologies for the delay in shipping your order and the poor customer service. Per your request, the order has been cancelled and you will not be charged for the order. Once again, sorry for the hassle and inconvenience this has caused.

   

  Regards,

   

  Wilson Consumer Team

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I just called Wilson customer service to initiate a return for #WILUSEN2582938. The representative informed me that, while I am within my 30 day return window, I cannot return the racket because I added strings to the order. I let him know that I had been very careful about ordering a racket that I could return and was very surprised that the Wilson website does not have ANY information included on the order or checkout pages (or confirmation email) informing customers that adding strings makes a racket non-returnable. This information is truly buried in the fine print and goes against all current best practices for website content or customer experience. I included screenshots of the order, checkout, and confirmation email showing that there is no communication that the order is final sale. In fact, the general communication throughout the checkout process shows that orders can be returned within 30 days. Having worked in digital communications and marketing myself, I know that it would be very easy to add some basic text throughout the order process to inform customers that adding strings makes the order final sale. I also included photos of the racket, which is unopened and unused. I would like to return the racket for a full refund to the original credit card.

  Business response

  05/02/2024

  Hello,

   

  Our apologies for the issue with the racquet and also the confusion on the checkout. Per the ******** Services Supervisor, a full refund will be issued. Once again, sorry for the hassle and inconvenience.

   

  Regards,

   

  Wilson ******** Team

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a tennis racquet for $259.00 plus tax for a total of $281.99 on 2/9/2024. The racquet showed up with a workmanship defect in the form of a ridge on one side of the racquet - this is not present on any of the others I have in my possession purchased from authorized Wilson dealers. I reached out and was offered 30% refund AND told that if any other issues occur to reach out. Well, I went to replace the grip because I could feel a bump under my hand. The polyurethane foam that makes the handle is peeling and chipping away. I've had this racquet for approximately 2 months - it was used for about 5 hours across that time - and there are 2 obvious defects. So of course, I reached out again. Wilson is calling this "normal wear and tear" which it's certainly not. I've had racquets that are 20 years old with zero damage to the handle. It also hurts my arm after about an hour of use, and none of the others do that with the same strings, grip, etc. The racquet has barely seen use, and Wilson refuses to stand behind its products. This one is clearly defective.

  Business response

  04/17/2024

  Hello,

   

  Our apologies for the issue with racquet. Besides the 30% refund that has been provided, there is nothing more that can be done. The filing of the chargeback blocks us from issuing any other refund.

   

  Regards,

   

  Wilson ******** Services Team

  Customer response

  04/20/2024

   
  Complaint: 21567565
  
  I am rejecting this response because: 

  The chargeback process is complete. Regardless of that, the racquet is obviously defective, and Wilson's unwillingness to stand behind their product is baffling. You could at the very least issue a replacement item if you're not willing to refund in full (full refund preferred). I've used racquets that are more than 20 years old and the foam handle is still the same as it was when it was new. I used this for less than 5 hours, and the handle is already flaking away. I have other racquets the same as this one, and they don't have either of these defects. How difficult is it to be fair to your consumer?
  
  Sincerely,
  
  *************************

  Business response

  04/29/2024

  Hello,

   

  The case has been escalated the the ******** Services Supervisor and is currently under further review. As soon as a resolution has been provided, we will forward that info to you. Our apologies for the hassle and inconvenience. 

   

  Regards,

   

  Wilson ******** Team

  Customer response

  05/03/2024

   
  Complaint: 21567565
  
  I am rejecting this response because:
  When can I expect a resolution? 
  
  Sincerely,
  
  *************************

  Business response

  05/06/2024

  Hello,

  
  After further review, we are standing firm on our original response. We cannot provided a warranty order for a free racquet on top of the fact that the chargeback provided a full refund.

   

  Regards,

   

  Wilson Consumer Team

  Customer response

  05/06/2024

   
  Complaint: 21567565
  
  I am rejecting this response because:
  
  You are mistaken. The chargeback did not result in a full refund. All I want is the remainder of what I paid back ($196.99 including tax). 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 6, 2023, I purchase a custom Demarini CF fastpitch softball bat. On May 11, 2023, the bat size label fell off of the handle. On June 20, 2023, I filed a warranty return due to the bat rattling, like having a small pebble inside the barrel. I returned the bat for a warranty replacement. Meanwhile, my daughter was out her favorite custom bat. At this point, I paid $476 and not able to use the product, because Demarini will not send a replacement until they receive the bad bat.After the season ended, I returned the rattling bat and received the replacement in February 2024. My daughter used it at four indoor practices (not even games yet) where the temperature was well within manufacturer specifications. After the fourth practice she told me the bat rattled AGAIN! When I shook it, it would rattle then stop. I could not get it to rattle until after the fifth practice. Then, it started to rattle consistently.I contacted ******** very frustrated that I spent this much money and my daughter can't use her new replacement bat... AGAIN!This is TWICE this bat has "broken" (rattled with no structural damage observed). Demarini insists I send the bat back before they send a replacement. That would take upwards of 6 weeks or more. This is my daughter's last Little League season and 6 weeks means she would not be able to use her favorite bat for at least HALF of that season, if not longer.I suggested to Demarini that I purchase a new custom bat and pay for it. This way my daughter will get a replacement in about 3 weeks. Upon receipt of the replacement, I suggested ******** give me credit for the newly purchased custom bat. They refuse to do this. Instead, they would rather my daughter not have her bat versus doing what is customer-centric and send me a replacement in advance... Which I volunteered to pay for up-front. I want a replacement bat ****, while allowing her to user her favorite bat.

  Business response

  04/16/2024

  Hello,

   

  Sorry for the issue with the bats. Per the ******** Services Supervisor, a replacement bat order has been ordered to ship before we receive the broken bat. Once again, our apologies for the inconvenience.

   

  Regards,

   

  Wilson ******** Team

  Customer response

  04/19/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a bat and within a month it broke. After receiving a voucher to pay for a new bat I went in and purchased the bat. After 2 weeks I didnt get any response and no update about the bat would ship. I ordered the bat on March 20th and it is April 1st, so I called to get an update. Upon calling I learned that the bat is out of stock, the newest bat is also out of stock and that a bat will not be available until April 20th. I was told there is nothing that can be done. The baseball season will be done by April 20th and there will be no need for a new bat at that point. At this time we want to be made whole from the purchase of the bat. We would like a refund to go to a different store and purchase a bat. This is poor customer service. I was also told that the site will have the bat available and be out of stock. This is horrible if you all allow someone to purchase a bat and not have it in stock and not inform them that the bat is on back order. Ridiculous. We bought this bat in February and our son used it for one month before it broke.

  Business response

  04/03/2024

  Hello,

   

  Our sincerest apologies with the first bat breaking and then the second bat being out of stock. The ******** Services Supervisor has offered to ship any bat we have in stock, regardless of price. Once again, sorry for the hassle and inconvenience.

   

  Regards,

   

  Wilson ******** Services Team

  Customer response

  04/09/2024

   
  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. We have received a new bat and it was sent in a timely manner. it took a few emails back and forth, but the company has done well by sending us a new and better bat than we purchased. 
  
  Sincerely,
  
  **********************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a custom bat for my son and it broke 1 week before his HS tryouts and prior to my son being able to use it in 1 game. I contacted customer service via phone and in writing on several occasions to remedy the issue and see how quickly a replacement bat could be sent. I was told that the issue would be escalated and I would receive a call back but never did. Due to the significant lack of quality customer service and delay in responding, I was forced to buy my son a new bat. I am now being told that I can only get a replacement for the bat right away and could not get a refund or credit to purchase a bat a later date, when needed. As stated, I was forced to purchase a new bat due to the faulty quality of the bat I purchased from Demarini and lack of response to my issue. My son does not require a brand new bat at this time. I am asking for consideration of a full refund due to the poor quality of the bat having broken prior to even using it in one game or a credit which will allow us to purchase the bat in a year when he might need a new one.

  Business response

  03/25/2024

  Hello,

   

  Our apologies for the issue with the bat. Per the ******** Services Supervisor, a full refund will be provided. Once again, sorry for the hassle this has caused.

   

  Regards,

   

  Wilson ******** Services Team

  Customer response

  03/27/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a hoodie from my sons Team website/store. It was supposed to be a white hoodie with the team logo on it, as described on the team store website. I was sent a plain hoodie without a logo. I reached out to Wilson on February 20, informing them of the issue. I was sent a generic email saying someone would be in contact in 3-4 business days. I have yet to get a response. I have reached out again to Wilson and nothing.

  Business response

  03/19/2024

  Hello,

   

  Our apologies for the shipping error and the lack of communication. Per the ******** Services Supervisor, a free replacement will be provided and a discount code to use towards a future purchase. Once again, sorry for the hassle and inconvenience.

   

  Regards,

   

  Wilson ******** Team

  Customer response

  03/19/2024

   
  Complaint: 21447569
  
  I am rejecting this response because: I contacted you a month ago and it fell on deaf ears. Now that I had to escalate the issue you want to resolve it. Also if you wanted to truly resolve the matter you would expedite the hoodie. The season starts this weekend March 23 and I have no team hoodie. 

  
  Sincerely,
  
  ******* Orange

  Business response

  03/20/2024

  Hello,

   

  Per the ******** Services Supervisor, a full refund has been issued for the white Adult Lightweight Training Hoodie 2.0 which you received in error and you may keep it as well. The customized hoodie will be produced free of charge and we will shipped as soon as possible. Our sincerest apologies for the inconvenience.

   

  Regards,

   

  Wilson ******** Team

  Customer response

  03/20/2024

   
  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.
  
  Sincerely,
  
  ******* Orange

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased special order glove(Maui glove)during 3 day window in Oct. Shipment of glove was to be by end of Feb(16 weeks). Glove has not shipped and no communication. Every time I call get a different story. Possible ship date of end of March now. My son season starts 3/22 and does not have glove for season. Am I supposed to spend more money on another glove? If glove ships late March almost half year for a glove. We are excited for product and do not want order cancelled or refunded just the customer service has been not acceptable.

  Business response

  03/14/2024

  Hello,

   

  Our sincerest apologies for the delay in shipment of the glove. Unfortunately, due to the ongoing conflict in the Red Sea, several of our shipping containers had to be rerouted around the southern tip of ************ which added a significant amount of shipping time. Although this was out of our control, we felt a 20% refund on the order was fair. Once again, sorry for the delay. 

   

  Regards,

   

  Wilson ******** Services Team

  Customer response

  03/14/2024

   
  Complaint: 21420684
  
  I am rejecting this response because:

  I was not offered a 20% refund which I am not requesting due to 100% of money from glove goes to charity. I was offered a promo code of 20%. Again not asking for a refund or return as we are excited for glove to arrive  

  
  Sincerely,
  
  *****************************

  Business response

  03/15/2024

  Hello,

   

  The shipment of gloves has arrived at our warehouse and the order is currently be processed to ship out. Per the ******** Services Supervisor, a 20% discount code will be sent for the inconvenience.

   

  Regards,

   

  Wilson ******** Team

  Customer response

  03/17/2024

   
  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.
  

  Received glove on Saturday  looks amazing  

  Sincerely,
  
  *****************************

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