Complaints

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:09/27/2024

  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 a Marucci AP5 Custom Pro Model wooden bat for my son in June with specific design options that I had to pay extra for (e.g. black handle, laxton cherry barrel (matte finish), gold logo and engraving, including my son's name on the bat, lizard skin grip, etc.). After the first use (batting practice), the bat was damaged (baseball seams left indentations in the wooden barrel). After the first at-bat in my son's first game with the bat in July, pieces of wood chipped off. I reported the defective bat to Marucci in July and was instructed to return the bat for a warranty claim. I returned the bat at the beginning of August and received confirmation from Marucci that they received the bat in early September. On September 13, I received an email that the replacement bat had shipped. However, the bat we received was not a custom bat, and not the custom bat we ordered. We received an AP5 Pro Model Flame Fade / Baby Blue with basic engraving, no grip, no personalization, etc.). I sent an email to the same staff members at Marucci who processed my warranty claim, but they have not responded. I want Marucci to either: a) replace the originally ordered bat with a new bat to the same specifications, or; b) refund me my purchase price of $238.34 (including taxes).

  Business Response

  Date: 10/15/2024

  The customer reached out about this mistake directly. They were able to keep the stock bat as well as a full remake of their original custom bat. Receipt of correct item was acknowledged on 10/14 in attached document. 

• Initial Complaint

  Date:06/17/2024

  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 purchased a pair of batting gloves. A hole formed within a week / 4 batting practices. I wrote the company immediately providing photos of the product. I received a reply offering a replacement of the same item since there is no warranty on the gloves but the replacement is offered “this one time” because it occurred within “30-60 day” period. I replied asking for a refund since the product designed for one use (batting gloves) did not hold up to to 4 rounds of novice practice use. My replies have been ignored with many days/weeks between each attempt. Today I wrote them a third time. I do not expect to receive a response.

  Business Response

  Date: 07/08/2024

  I apologize for the situation you have had with this product. The order has been refunded in full. 

  Thanks, 

  ****

  Marucci Sports 

• Initial Complaint

  Date:03/26/2024

  Type:Customer Service 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 just want to know why for your website you do not have it but for ****** with a different price you do.

  Business Response

  Date: 03/27/2024

  ****** is an independent retailer which purchases inventory from Marucci Sports and sells it through their website. We no longer have any inventory of this bat to sell in the particular size in question to sell through Maruccisports.com. ******; as well as other retailers who sell using the ****** platform, purchased inventory from Marucci to sell independently and are able to establish their own pricing. 

• Initial Complaint

  Date:10/30/2023

  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.

  We bought our grandson a Catx bat last Christmas but he didn’t use it until Spring travel ball. The bat had no pop and sounded dead. His friend has the same bat and he hits bombs with his friend’s bat but not his and it’s the same exact bat. His hitting coach said it’s dead and to not use it. We filed warranty claim and shipped the bat back but they deemed in unwarrantable because it’s not dented or cracked. They said the bat would be shipped back but have yet to receive it but that’s not the issue since he can’t use it anyway. My complaint is we paid over $400 for a bat that had zero pop from the beginning and they won’t replace it.

  Business Response

  Date: 11/03/2023

  After inspection and testing through our warranty process the customer's bat was found to be performing as normal so the bat was returned to the customer with UPS tracking: ****************** and delivered on 10/24. 

  Customer Answer

  Date: 11/06/2023

  
  Complaint: 20795659
  
  I am rejecting this response because:

  The bat was defective from the start with no pop. I don’t believe you tested it for that issue because the bat is definitely dead. All his coaches said so and for him not to use it. We bought the bat for him because his friend had the same bat and he loved it but the one we bought was no good. We paid $400 for a defective bat.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:09/19/2023

  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.

  I bought a Marucci Cat X for my 9 year old son in January , who plays travel ball. The bat is dead and it has zero pop. Ever since we bought this bat his hitting tanked. We couldn’t figure out what happened and his hitting coach finally told us his bat sounded funny and the pop isn’t there. This is a $300+ bat and it can’t be used. We bought it from the Marucci website and I called to try to claim warranty on it but it doesn’t have a dent or crack so they “can’t” do anything about it. It’s extremely upsetting and off putting that nothing can be done when it’s clearly a product issue.

  Business Response

  Date: 09/19/2023

  Contacted the customer directly via email to offer replacement through our warranty process. 

• Initial Complaint

  Date:08/24/2023

  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 August 18, 2023, we purchased a bat from Marucci’s website. My debit card was double-charged for the order at the time. I called Monday, August 21 and was told by someone on the Team Sales team that if the charge is still pending, it will not post. On Tuesday, August 22, the charge posted to my account. I promptly emailed Marucci and received the following response: “We are working to get this situation resolved as quickly as possible and to get refunds issued to all affected customers. We apologize for this error.” After 5 days, I finally got in touch with someone in accounting, who informed me that there was an error with the credit card processor that is used by the company and that the extra charge will be refunded at that time. I still have not received the refund. We are currently on day 6, going on day 7 and this issue has not been resolved, the order was supposed to ship on August 22 (it still has not shipped as of August 24), and we are still getting the run-around and excuse making from anyone and everyone within this company. “We apologize” only goes so far, without action behind it. From my perspective, there has been very little done to resolve this.

  Business Response

  Date: 08/30/2023

  Refunds for all orders affected by this processor error were submitted on 8/24 and should now be back on the customers' original form of payment depending on their bank processing time. Unfortunately, the complexity of the issue and discovery of its root cause lead to a delay in this process for those first affected. The issue has been addressed and will not affect any future purchases. 

  Customer Answer

  Date: 08/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20515502, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ** ********

• Initial Complaint

  Date:07/14/2023

  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.

  RMA #****** In March of 2023 I mailed back a softball bat for a possible warranty claim. It is now July and nothing has been done to resolve the issue. This is a $300 bat that myself and others deemed to be cracked or broken. Upon filing the warranty claim I sent the required information, receipt and bat back to Marucci. I have since have had one email saying the bat was received and I should have an answer in 3-7 business days. That was over 2 months ago. Despite having emailed and called dozens of times I can’t even get a single response. I either want them honor their warranty claim or send back my daughters bay that we haven’t had now for 5 months. This is beyond frustrating.

  Business Response

  Date: 07/20/2023

  There was an unfortunate delay on our end in the warranty replacement process. We have reached out to the customer directly and replaced the item along with additional product offered to compensate for the delay. 

• Initial Complaint

  Date:05/30/2023

  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.

  I bought a Marucci Cat X for my son in August, who plays travel ball. We noticed the bat had a dent in it, I mailed in the bat with the warranty, but according to Marucci they received an empty package. UPS store filed a claim but according to them since I didn’t have insurance, I asked for insurance prior to mailing and they stated I can’t get insurance on a damaged item. So now UPS is saying the most they can give me is $100. I should not have to go through all of this for a bat I walked in the store and paid $300 for, the item was under warranty and damaged, where did the damaged bat disappear to? where is my voucher? my son has a tournament this upcoming weekend and doesn’t have a bat. What’s the protocol for this, lost damaged item, I mailed the bat and paid the shipping $50, the camera shows me dropping off the bat, why does a paying customer with a warranty have to go through so much trouble for a product they paid for and had a defect. Why do I have to wait during the investigation? Evidence shows I did everything that was asked of me for the warranty process. That’s $350 on a bat I don’t have. Again what’s the procedure for something like this, me as the customer is the only one suffering through the investigation process, when I did everything asked of me. And followed the protocol as I was asked to do

  Business Response

  Date: 05/30/2023

  *******, 

  I apologize for the issues with this shipment of your damaged warranty bat. We would be happy to offer a replacement through our warranty process even though the bat was lost by UPS. Please let us know the tracking number on the return shipment and we will continue with our replacement process. 

  Thanks,

  **** ******
  Customer Service Manager
  
  (225) 291-2552
  Marucci Sports
  5818 McCann Drive
  Baton Rouge, LA 70809
  MARUCCISPORTS.COM        

   

• Initial Complaint

  Date:04/17/2023

  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.

  My son's 8U baseball team (********** *********) purchased customized team jerseys from Marucci this season. The team wore the jerseys for the first time this weekend, and after one wear, many of the players jerseys are already getting pills / pulls in the jersey. I can provide photos if necessary. We spent $55 on this jersey and expected it to hold up for more than just one game. What can we do to make this right, so that the 8 year olds don't have to be embarrassed when wearing the Marucci jerseys?

  Business Response

  Date: 04/24/2023

  Our team sales customer service group has reached out to the customer directly and offered a replacement of these items. 

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19942761
  
  I am rejecting this response because: I was told the jerseys cannot be remade for a minimum of 3-4 weeks.  By the time we receive our replacement jerseys, the season will be over.  When I expressed my concern about the time frame, I was told reach out to my team's organization about my concerns.  As evident by the attached image, we received merchandise that was substandard in quality, as the attached image was not even washed and was already showing issues.  The entire experience has been extremely frustrating, as we paid a premium price for substandard quality.  It's unfortunate that the boys have to be embarassed of their uniforms.  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/08/2023

  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.

  Marucci Sports ,LLC 5818 McCann Drive, Baton Rouge, LA 70809 Charge Overnight Not shipping Overnight. 3 days Waiting. Not yet Received DATE Transaction - Feb 5 2023 ********************** Item Bought Baseball Bat. Cost $ 169.99 Shipping Overnight $31.86 Total Cost $201.85 The Web Pages of Marucci said: Ovenight Shipping is extra cost. I paid extra cost. This is the information Obtaines from USPS : A shipping label has been prepared for your item at 10:19 pm on February 6, 2023 in BATON ROUGE, LA 70809. This does not indicate receipt by the USPS or the actual mailing date.Pre-Shipment Shipping Label Created, USPS Awaiting Item BATON ROUGE, LA 70809 February 6, 2023, 10:19 pm Today is Feb 8 and I am not received my Item

  Business Response

  Date: 02/23/2023

  We communicated with the customer from their initial email contact. Unfortunately the order shipment with USPS was delayed which we communicated to the customer. We offered and attempted multiple times to refund the shipping to the customer but that transaction was blocked (documentation attached). The item was picked up by the customer on 2/10. 

  Business Response

  Date: 02/24/2023

  Evidence of the refund issue was provided in the previous response. After further discussions with our accounting team, the refund for the shipping charges has been processed and should appear back on the customers card within 3-5 business days. 

  Customer Answer

  Date: 02/24/2023

  
  Complaint: 19365302
  
  I am rejecting this response because:

  I will be accepting your answer once I receive the refund
  
  Sincerely,
  
  ***** ********