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:04/16/2025

  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.

  Received a basketball hoop as a gift, the base was broken and the company refused to replace. Will be sure to purchase from lifetime next time, they actually care about their customers. Plus every ******************** ball ever owned has went flat, terrible quality control

  Customer Answer

  Date: 04/16/2025

  Last name: *******

  Business Response

  Date: 04/16/2025

  This customer contacted us on April 15. Customer was unable to provide a proof of purchase or the model number of his system. We sent an email advising how to find the model number on the unit and have not yet received a response from him. We must have the model number of his system to ensure the correct base is sent. 

• Initial Complaint

  Date:11/15/2024

  Type:Delivery 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 ordered a Spalding TF DNA Smart Basketball + 1 Year Subscription Size: 29.5" on 10/26/2024. The ordered arrived quickly but it contained the wrong size (28.5") ball. I requested a shipping label, so that I can return the item and get reimbursed, but Spalding refuses and instead shifts the blame to TF DNA, which apparently is that they acquired.

  Business Response

  Date: 11/21/2024

  The customer was sent a return label and advised he would be refunded when product was received. Customer disputed the charges on his card before product was received and before we could process a refund. The customer has their money back.

  Customer Answer

  Date: 11/21/2024

   
  Better Business Bureau:

  I received the shipping label 3 days ago and have shipped the product back to Spalding. I did file a complaint through my AX credit card, at the same time I filed the BBB complaint, and I was reimbursed by AX.

  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:10/04/2024

  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 opened case # ******** and no one has helped me. The wheel broke off within 2 months of installing and now the rim has fallen off due to the bolt giving out. This is not fair. Can you please just send me a replacement unit in full.

  Business Response

  Date: 10/07/2024

  Mr. ********* contacted us on February 13, 2023, requesting replacement wheels. We responded to him on February 15, 2023, advising we need a receipt or some proof of purchase to which he has never responded. If he will provide that information, we will be happy to review his photos and information to determine if the damage is covered under warranty. 

• Initial Complaint

  Date:09/26/2023

  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.

  Purchased a basketball on 8/4/23 using ******, but then received email from company stating purchase was incomplete. Reattempted purchase with debit card on 8/5/23. Reached out via Contact Us portal to confirm if first order did go through, and for help to only place 1 order if so. Both purchases were then charged on 8/7/23. Reached out again on the same date to ask for 1 order to be canceled due to being noted as incomplete. Orders were sent to me. Called twice on 8/14/23 to receive help; first call, was left on hold for 30m then hung up on, second call was told to wait for follow up on 8/15/23. Reached out to ****** on 8/17/23 due to no response from Spalding. Spalding called on 8/24/23 telling me orders were delivered. Called back on 8/25/23 to re-explain situation, and was looped into email to return item and receive refund. Was told to pay for a label and send back - after protesting, I was finally sent a return label on 8/28/23. Sent the item back on 8/28/23 as well. Checked if item was received by Returns on 9/7/23, and received confirmation that it was. Reached out again on 9/25/23 asking for refund status, and was told ****** did not release money, so they would not send. I reached out to ****** on 9/25/23, and they confirmed that Spalding had the funds in their possession. Extremely frustrated by the run around given to me, and being told multiple stories instead of simply making things right due to their website error causing me confusion. There was no acknowledgement of this, of my previous reach-outs, and they are now refusing to send my money back, after I sent back the item. Truly a horrible experience.

  Customer Answer

  Date: 09/26/2023

  A quick update - I have received the attached response from Spalding. I would like to potentially place a hold on this until I see if this has been resolved (presuming this would be next week, per their returns timeline on the website).

  Business Response

  Date: 09/27/2023

  There was confusion on the credit that was due to ****** due to the customer disputed the charges with ******.  We were not aware that ****** favored the business in the dispute as the customer received the item.  The customer returned the item and credit was not issued because of the dispute.

  The business has been in constant correspondence with the customer once the customer emailed inquiring about his credit.

  Since, the business is working with their credit department to issue credit back to the customer.

  A picture is attached showing the correspondence from the business to the customer back to the business.

  Customer Answer

  Date: 10/02/2023

   
  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:07/12/2023

  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 spalding portable goal system and it was missing several parts , i contacted customer service they asked for proof of purchase which i provided, they sent parts to replace the parts that were missing but did not send the right parts or screws and accessories for the parts. i contacted they multiple time for the hoop that was missing and it was back ordered . they supposedly set me up for a replacement order when the hoop came back in stock . it never happened , since they have had to replace a faulty water base, send me a temporary hoop not the one that was supposed to come with the system that i bought. also they never sent the hardware like bolts and nuts and break away spring or net. since waiting on the parts the back backboard is coming apart from the frame it is on and the pole that connects to the water base, the bracket on the under side cam apart from the welds. i have done nothing but waste my time over 7 hrs of contact with customer service, and still nothing and summer is half gone and this unit is till a big pile of junk that cost a significant amount of money.

  Business Response

  Date: 08/04/2023

  Dear BBB,

  I have placed an order for all of the parts ***** has requested. But in regards to incorrect parts, I looked into his cases.

  It looks like like ***** wasnt given incorrect or wrong parts. He was given a different colored rim and rim cover due wanting the parts right away. All of the parts were correct but we were out of stock of the black colors and the customer was informed of this and was told that there would be a wait for the black items.

  Thanks,

  Kristen L.

   

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 basketball system from Costco 12/19/2020. I had to return the system to costco last year for a replacement ( 7/2022). I explained to the customer service representative that the system backboard and base were damaged. I told them that I should still have a 1 year warranty on the replacement hoop since I had the previous hoop replace it last year. The representative told me that I need to show proof that the system was exchanged. I spoke to manger at Costco and he sent email documentation as requested by the representative at Spalding. I called today (3/23/2023) and the representative is saying that the other system which was replaced in July does not qualify for warrantee. Spalding is not honoring the warrantee for the unit replaced on 7/2022. I have contacted the customer service and been left on hold twice for 1 hour. I asked to speak to a supervisor and they never provided me an opportunity to speak with a supervisor. In addition, the first time I was on hold they hung up the phone and I needed to call again. I'm asking the spalding to replace the backboard and base for the system which was provided to me on July 2022 which is still under warrantee. Thank you