Business Profile

Sportswear Manufacturer

Wilson Sporting Goods Co

Headquarters

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Complaints

This profile includes complaints for Wilson Sporting Goods Co's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

112 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:03/22/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
Product (sliding mitt) was purchased on Nov 14 2022 as a christmas present. It was realized in the middle of January that the wrong hand was purchased. My wife attempted to contact the company but could not find the purchase email to provide for the return sequence on the site because she was looking for EvoShield and not Wilson Sporting Goods. When she was finally able to speak with someone in Mid February they kept telling her that she had to create an account and her email would not let her based on having the past account. (rep was probably not knowledgeable enough) I now have taken over this task of exchanging the brand new product and called the company today. My first call occuring at 915 CST, I was met with a representative that stated to me that I only had 30 days to return the product and there was nothing I could do. I then asked to speak to a supervisor to elevate this issue and I was told that it is their policy to not allow to elevate issues to supervisor level. She also then became argumentative with me when I told her that this policy makes no sense in the business world and she then hung up on me when I asked her name. I called back and spoke to another representative (*******) who went through everything with me again and again stated that she could not return the item but could give me a discount if I wanted to but another. I then also asked her to elevate the case to a supervisor and she also refused and stated that this is not their business practice. I stated to her that does not make sense in the customer service environment and that if she was refusing to elevate my call to a supervisor, then I would be filing a complaint with the Better Business Bureau
Business Response
Date: 03/28/2023
Hello,

Our apologies for the poor customer service on our part. Per the ******** Services Supervisor, the consumer has been contacted and an exchanged is being set up for the glove he wants. Once again, sorry for the hassle this has caused.

Regards,

Wilson ******** Team
Customer Answer
Date: 03/28/2023

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
Date:03/20/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 bat for my son in December 2022. We paid an additional $50 to have it customized. The bat arrived in February 2023. It was a two piece Voodoo bat. After a week of regular use, the handle slipped into the barrel (telescoped). I filed a warranty claim and was required to pay the return shipping (about $15) myself. As the season has just started, we did not want to wait for a replacement bat to be customized and I was told by a representative, prior to returning the broken bat, that, in light of the broken two-piece bat, we could switch to a one piece, noncustomized Voodoo bat (same retail price as the two-piece) and that we would get a $50 voucher for the previously paid customization cost. When I got notice that the warranty claim was approved, I callled Demarini again to confirm that they woudl be sending a one-piece bat and the $50 voucher. This representative confirmed the one-piece bat, but said no voucer would be issued because we changed the bat. We only changed the bat because of fear that another two-piece bat would, again, break. We should be made whole with a $50 voucher AND ******** should honor what the first representative promised. I complained both of these things to the second representative and she said all she could do was email the back office who would respond to me via email within 48 hours. It's been 5 days and I have not received anything from the company. I have received the one-piece bat. This has been a huge wait for the bat ($450! plus shipping costs twice!), a whole lot of phone time, and a result that is frustrating and unfair.
Business Response
Date: 03/21/2023
Hello,

Our apologies for the poor communication. Per the Ecom Supervisor, a $100 voucher has been sent to cover the remaining balance and shipping expense.

Regards,

Wilson Consumer Team
Customer Answer
Date: 03/22/2023

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
Date:03/18/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 placed an order for 2 tennis Racquets ($277.98) and Strings with wilson.com ($81.75) and together Wilson charged my card for $359.73. Both orders were shipped separately and the total amount charged to my card was $359.73.Due to a shipping issue, the order was never delivered. Wilson confirmed receiving the products back and agreed to refund. First they refund only for the strings ($81.75) and forgot to refund for the racquets ($277.98). After continuous follow *** and raising the dispute with ******, they refunded $196.23. and not $277.98. As per Wilson and Paypal, the remaining $81.75 was already refunded but they ail; to see that though the amount of refund is the same, it was for the strings and not for the racquets. I am exhasted dealing with both Paypal and Wilson and still short by $81.75. Below is the summary Total Transaction amount for order no. ******** on Nov 29th, 2022, was $359.73 Refund BY WILSON AND PROCESSED BY Paypal on Dec 21st 2022 was $81.75 (for strings)Refund BY WILSON AND PROCESSED BY Paypal on Feb 2nd 2023 was $196.23 (for racquets)BALANCE REFUND PAYMENT EXPECTED AS OF TODAY $81.75 (for racquets)
Business Response
Date: 03/21/2023
Hello,

The funds are no longer with Wilson seeing the chargeback was successful through PayPal. Seeing Wilson issued the chargeback, it would be up to PayPal to release the funds back to you. Please contact PayPal to resolve this issue.

Regards,

Wilson Consumer Team
Customer Answer
Date: 03/21/2023

Complaint: 19618667

I am rejecting this response because wilson is either lying or unable to do simple math. If they have refunded the whole amount to Paypal, please ask them for transaction ID for each refund transaction showing that the total amount comes to $359.73.

Here is what I see in my PayPal account:
Wilson Sporting Goods Co. | Feb 2 | Refund + $196.23
Wilson Sporting Goods Co. | Dec 21 | Refund + $81.75
Wilson Sporting Goods Co. | Nov 29 | Payment - $81.75
Wilson Sporting Goods Co. | Nov 29 | Payment - $277.98

I am sharing a screenshot of all my PayPal transactions for last 100 days showing all Wilson transactions and confirming the above.

Remaining amount of refund still to be paid- $81.75 which Wilson may be confusing with Dec 21st transaction as the amount is same or they are simply lying and deciding to keep the money.

Wilson must confirm that they paid more than the above 4 entries to my paypal, show proof of these entries that should confirm that the total refund paid back was $359.73.

Sincerely,

*************************
Business Response
Date: 03/31/2023
Hello,

It has come to our attention that a communication error occurred in our order management system resulting in inaccurate information being relayed to the consumer. The **************************** has limited visibility/access to some of the systems and could not see that the refund was not completed in full. This was an unintentional mistake on our part which we are sincerely sorry for. It was never the intention to deceive the consumer or hold funds due to a refund. Wilson has offered to send a written check to cover the remainder of the refund. Once again, our apologies for the inconvenience this has caused.
Regards,
Wilson Consumer Team
Customer Answer
Date: 04/03/2023

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
Date:03/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 my son a Demarini Custom The Goods Baseball Bat from the Demarini website. After a few months, the end cap of the bat broke. I reached out to see if I could get a new end cap. Their policy is to replace the bat. I filled out the warranty claim, sent pictures and they started the 4-6 week process of replacing the bat. They say it is a 1-time claim. We received the bat on January 12, 2023, which was a Thursday. My son used it at practice 3 days later and the bat broke, The handle went into the barrel. They call it telescoping. I reached out the following day and they made an exception and would replace it. We received the replacement on February 16, 2023. My son has not used it in a game or off of live pitching but he was hitting off a tee on March 8 and the end k*** broke off completely.I reached out to Demarini on March 9 and I was told they will not do anything. So it has taken since the beginning of December to actually get the bat I paid a lot of money for and it is not usable. If it is a brand new bat it is being replaced with and it won't last more than a few weeks, what is the issue with the quality of the product? We have had the stock ones in the past with no issues. When we went to a custom, we have had nothing by issues and now right as we are into the high school season, he has no bat. Extremely disappointing the product is so poorly made.
Business Response
Date: 03/17/2023
Hello,

Per the ******** Service Supervisor, the original bat was replaced twice which is one more than what is typically allowed. The original purchase was 11/2021, replaced 01/2022, then replaced again 12/2022. The warranty period extends one year from original purchase. Seeing that the bat was replaced twice and the warranty period has expired quite a while ago, another bat replacement will not be permitted.

Regards,

Wilson ******** Services
Customer Answer
Date: 03/20/2023

Complaint: 19563188

I am rejecting this response because:
It is correct the original bat was replaced within the warranty time. The new bat arrived and broke 4 days later and Demarini replaced it. But the replacement arrived and the k*** broke off before it was ever used to hit in a game or off live pitching. It broke immediately from hitting off a tee. I understand the warranty is a 1-time replacement and the replaced a 2nd time, but when a new bat can't last more than a week, that is a problem.
I have not had an issue with a stock bat in years and have purchased over 30 of them. But the custom made bats fall apart consistently. The original bat had a broken end cap. The next had the handle telescope into the barrel and the last one the end k*** broke off. So year, they replaced it one additional time, but it was a defective product and never able to be used.

Sincerely,

*********************
Business Response
Date: 03/22/2023
Hello,

Per the ******** Services Supervisor, DeMarini has engineered a new reinforced know insert. The consumer has been emailed and asked if he will accept repair of the bat. Wilson will also pay for shipping as well. As of now, Wilson is waiting for a response from the consumer.

Regards,

Wilson ******** Services Team
Customer Answer
Date: 03/23/2023
Hello,
Looking back at the dates and information you provided, you have incorrect information. The bat related to this order was placed, as a custom order on November 7. It did not arrive until March of 2022. The bat had an end cap break and was replaced in the fall due to a broken end cap. The bat that was sent to us was a stock bat in a custom box, so it was returned. A new custom bat was then produced. It arrived earlier this year, 2023. It came on a Thursday and on Sunday and the handle slid into the barrel. Demarini said they would replace it one more time. We got the new bat a few weeks ago and first time using it, the end k*** breaks off. I understand it is a one time warranty but the quality of the custom product is awful. These should last, not be a one-time use and break.

As for the k*** reinforcement, I called Demarini to ask about this and was told they will not do a bat repair. So I have a $450 bat with no end k*** and can't be used. So I had to find a company on the internet to sent it to, spend almost $100 and now ******** says they can reinforce it? Doesn't seem right. I have purchased roughly 30 Demarini bats over the years for my son and my baseball club and never had an issue until we tried buying a custom bat. Extremely disappointing.
*********************
Complaint: 19563188

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:02/23/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 my son a Demarini VooDoo One baseball bat last year for high school baseball. Within 6mos the k*** broke off and the bat was replaced by a local Demarini sales ************ another 3mos, the endcap of the replacement bat is broken. All of these for a premium, $400 bat. Have used their products and spent $1000's of dollars with them over the years. I have contacted them after the endcap broke and have gotten "run-around" replies. Have sent photos, case numbers, everything asked and still no reply.All I am requesting is a functioning piece of equipment that I paid premium money for. Demarini used to be a great company with excellent products.
Business Response
Date: 02/23/2023
Looks like this customer contacted us today and we have agreed to replace his bat one last time.
Customer Answer
Date: 02/23/2023

Complaint: 19453821

I am rejecting this response because: my son only has the one defective bar that is still somewhat functional and is using in his high school senior year baseball season currently. I cannot send it in as requested until I have a replacement. These bats are too expensive to buy an "interim" bat to use. Have been a long time client with very few returns or issues. I can send in bat immediately after receiving replacement or do a video call for inspection of the damaged bat if needed.

Sincerely,

***************************
Business Response
Date: 03/02/2023
No change on our end.
Customer Answer
Date: 03/07/2023

Complaint: 19453821

I am rejecting this response because: Not acceptable for the price paid and the absolute known flaws in these bats lately. Documented many times over online. Hello *******...

Sincerely,

***************************
Initial Complaint
Date:02/22/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
On January 28, 2023 I ordered a custom made baseball gloves from the Wilson Website. I paid $400 with a Wilson E gift Card I purchased previously (as a gift for my son) and the remaining balance of $31.95 was paid with PayPal, an option at the Wilson checkout. On 2/8/23 I checked the order status on the website and saw the order was canceled. A customer service respective I spoke with on the phone said the order was canceled on 1/29 (the day after it was ordered). I had received no notification my order was canceled via email or otherwise. The only possible reason I was given for the cancelation was: "Sometimes there is a problem with PayPal and/or Apple Pay." I received an email notification from PayPal at the time of purchase with my authorization of the payment to Wilson. For whatever reason, PayPal was not charged. The customer service rep I spoke with explained that typically when an order is canceled the money is refunded within 3-4 business days. At that point it had already been 13 business days, and no refund of my $400. The customer service rep stated he needed to speak with a senior rep regarding the refund. He emailed me on 1/10 stating the case was being reviewed, hopefully I would hear soon about a resolution. He then again responded via email on 1/15 stating he was still waiting on an update, he'd let me know when he had more information. I have sent 2 more emails since that time to which I have receive no response. It has now been 25 days since Wilson canceled my order for a reason I do not know, and I still have not had my $400 refunded to me. I have lost my patience and honestly, I am shocked that I have not been returned my money after all this time. This is extremely poor customer service to put it lightly. At this point, I would request a full refund of my money, and not on a gift card, as I now longer wish to give Wilson my business. The item ordered was: A2000 CUSTOM Custom ID: *********** Sku: WTA2000 CUSTOM My case # with customer service is: ********
Business Response
Date: 02/23/2023
Hello,

Our sincerest apologies for the lack of communication in addressing your concerns and more importantly, the total lack of urgency in getting the refund processed. As of yesterday, Feb. 21st., a senior representative from the Wilson Consumer Experience Team has reached out to the customer. Per the representative, the gift card was reloaded to it's $400 value (card number 100018943). Once again, were terribly sorry for the hassle we've put you through and the disappointment for you son.

Regards,

Wilson Consumer Team
Initial Complaint
Date:02/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
The team shop staff is an embarrassment to all customer service staff. Have been sent multiple wrong items and even when receiving a replacement items theyve sent different shades of jersey for players on the same team. Will not assist in any manner
Business Response
Date: 02/17/2023
Hello,

As of this morning (02/17/23), the Team Shop Consumer Team has been in touch with the consumer and is working on a solution to the issue.

Regards,

Wilson Consumer Team
Initial Complaint
Date:02/08/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 glove for my partner's anniversary since he plays in college. This was the name of the glove: 2023 A2K D33 ***** PITCHERS BASEBALL GLOVE and it cost $360.36. When he opened the glove on our anniversary and started using it everything was fine. Turns out we received the COMPLETELY WRONG MODEL GLOVE. I never noticed because I am not a baseball player and I just ordered the glove that my boyfriend said he wanted. As soon as we realized we contacted Wilson. They have ghosted us and are not responding. I called and emailed on January 20 and February 2 to get this resolved. The customer service representative said she would get back to me and never did, it has been over a week. I am about to do a credit card chargeback. They sent me the WRONG PRODUCT and refuse to do anything about it. I do not have the time to be going back and forth with customer service. Horrible customer service and a horrible company, never order from them!!! My boyfriend has had 6 Wilson gloves throughout his entire lifetime. Never again. I want the glove I ordered or a refund.
Business Response
Date: 02/09/2023
Hello,

Per the emails below, the Wilson Consumer Team is waiting on pictures in either JPEG/PDF file format from the consumer.

FEB. 02:
Hi Elyssar,

Good morning,

the screen shot came through viewable, but our system does not allow us to open or see "heic" files. Please resend the photos in either jpeg or PDF format so that we are able to view them. Let us know if you have any remaining questions or concerns by directly replying to this e-mail.

Kind Regards,
******
Consumer Experience Team

FEB. 09:
Hi *******,

Good morning, we sent you an email on February 2nd asking for the photo's to be sent in JPEG/PDF file format because our system can not open or view HEIC formatted photos. We see your reply back, but see no attached photos in the reply. Please reply back directly to this email with the photo's in either of those formats. Let us know if you have any remaining questions or concerns by directly replying to this e-mail.

Kind Regards,

******
Consumer Experience Team
Initial Complaint
Date:01/17/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 twice attempted to place an order for *** receiver stretch fit gloves Seahwaks Adult). I received a comfirmation number both times I placed the order. I only placed the second order because i never received the first one. Yet when I called and emailed to ask what was going on. I was told that I never placed the first order. When I asked about the second order. They told me that it was canceled. Yet nobody could give me a straight answer as to why. My son was so looking forward to the gloves. I was also looking to order a new baseball glove for him for the upcoming season. But now I'll be looking elsewhere to purchase it.
Business Response
Date: 01/18/2023
Hello,

Our apologies for the issue with your order. When possible, would you please provide the order number that starts with 'WILUSEN'. Once we have that, we will research the status of the order and provide an update.

Regards,

Wilson Consumer Team
Initial Complaint
Date:12/26/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 ordered a 49ers football as a gift for Christmas which they charged my card and emailed me confirmation number but they say I never placed the order !
Business Response
Date: 01/03/2023
Hello,

Our apologies for the incorrect communication. According to *** tracking number 1Z750Y1V0328840997, Wilson order # WILUSEN1079159 is on the way, due for delivery today Jan. 03 by 9pm.

Regards,

Wilson ******** Services Team

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Wilson Sporting Goods Co is NOT a BBB Accredited Business.