Complaints

This profile includes complaints for Lew's Fishing Tackle's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lew's Fishing Tackle

  3031 N Martin Ave Springfield, MO 65803-7136

• 

  Lew's Fishing Tackle

  209 Stoneridge Dr Columbia, SC 29210-8009

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:05/28/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 Lews fishing pole from ******* on 2-12-2024. The pole was supposed to come with a 1 year manufacturers warranty. The first time I took it out the entire tip came off. It was an obvious manufacturers defect. After 3 separate times trying to contact the company they have refused to answer.

• Initial Complaint

  Date:09/06/2023

  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 received a fishing reel for fathers day of this year and the reel was junk the gears inside the reel stripped and there was broken pieces inside the reel. I hadn't used it much. I contacted the company and told them about the issue. I was then told they would not do anything about the reel falling apart. They claimed the reel was 5 years old. Yet my wife just bought it this year for me as a father's day present.

  Business Response

  Date: 09/08/2023

  We offer a one-year warranty on all Lew's brand reels manufactured since January 2010 to the original retail consumer.  The model ******* was sold exclusively to Walmart until spring of 2018 when Walmart closed out their inventory with clearance pricing.  We typically allow up to a one-year grace period in extension of the one-year warranty period for product to move through distribution channels if verifiable proof of purchase is not readily available.  It's been five years since the product was last offered for retail sale, three years beyond our extended grace period.  As previously requested, please provide verifiable information regarding proof of purchase by the individual who gifted you the reel.  Typically, this is in the form of a receipt, credit/debit card transaction, or Walmart store location and approximate purchase date.  Providing we can verify a first retail transaction occurred for a ******* in the past year at the Walmart store indicated, we will repair or replace the reel in accordance with our warranty coverage. If we are unable to verify a transaction our offer to discount a current Lew's product in exchange for the reel in question remains until Father's Day, 2024.

• Initial Complaint

  Date:08/20/2023

  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 bought a fishing rod and reel combo purchased 6/5/23. The rod and reel was supposed to have a 1 year warranty, it broke, I submitted a warranty request, I was told I would get an answer in 5-7 days almost a month ago. I have had multiple emails go unreturned. **** was a favorite brand of mine, a true American hero founded this company. I am so very surprised and caught off guard, *** ******* always took care of his customers and stood behind his products. At this point its the principal of ignoring customers that is appalling. Ghosted on a simple warranty request. I just wanted an answer, cover it or don't.

  Business Response

  Date: 08/29/2023

  Hello,

  This customer has submitted an item that was purchased at walmart. We did have difficulty replacing the item from our warehouse. We have offered the customer a gift card for the rod that was broken. We have made additional contact with the customer on 8/29/2023 to offer a comparable replacement that would assist the customer on their claim. 

  I have attached the claim documentation. 

  Customer Answer

  Date: 08/29/2023

  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.
  

  They seriously went above and beyond for me!!

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

• Initial Complaint

  Date:08/13/2023

  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.

  Hello,My name is ************************* and I recently purchased a ***** Classic ***** Speed Spool Baitcast Reel and Fishing Rod ****** 6-Foot 6-Inch 1-Piece **** ***** from a ******* located ************************************************************************************ on 03/25/2023. A couple weeks ago I was riding my bike and the **** of the rod got stuck in one of my tires causing the reel and the rod to break. I contacted **** on 7/25/2023 to use my 1 year warranty from Lews that came with my Lews combo. They reached out to me around a week later and asked me to provide some details to proceed with the process. I then replied with my details and I was left unanswered. I then thought maybe my email didn't go thought so after a couple of days later I re-emailed them and I was still left unanswered. I am hoping the BBB can connect me to Lews and allow me to use my warranty. Below I have attached the emails I have sent, the emails I have received, pictures of the combo and my receipt.Thank you,Sincerely,*******

  Business Response

  Date: 08/14/2023

  We have responded to the customer in the email. We have processed a replacement order for this item. 

  We have attached all email correspondence with the customer. 

  Customer Answer

  Date: 08/18/2023

  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:08/07/2023

  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 have a reel repair business entitled Reel World. When I started this business I opened a parts account with Lews 6 years ago. I placed my orders with ******************* and everything was excellent. Since then **** was bought out by another person(s) and their service department is non existent. I have sent dozens of e-mails,phone calls with no sucess! Give them a call and you'll see what I mean. My customers bring me Lews products to be repaired and I cant get any parts! Lews should not be promoting a product with no service or parts! They'll tell you Southwestern of ******,***** has parts but even their stocki is limited and insufficient as they only have parts for some reels. Lews should tell their customers that parts are unavailable for their products or send them out! It's disgusting and time consuming for someone like me to spend all this time trying to satisfy my customers and a company like **** being nothing short or ignorant!

  Business Response

  Date: 08/09/2023

  Rather Outdoors provides comprehensive after sale Service *************** products sold by Rather Outdoors with direct support and authorized third party agents.  Service options vary by product and product age.   ***** was family owned in 2017 when Mr. ******* opened his account.  The brand has since been sold twice and is now owned and operated by Rather Outdoors.  Parts for most models are available, alternative *************** others.  The main difference today from six years ago is all customers and consumers must submit orders by one of three methods, the model number of the item and schematic key number as applicable (Model-Key), the Legacy Item Number (from earlier systems) or the newly adopted 7-digit item number.  We are no longer able to fill orders for an "assortment of parts" without one of the three order numbers. 

  Customer Answer

  Date: 08/10/2023

  This is not the case! I have e-mailed *** servicce as they recommend,spoke verbally with **** as well as *********************** and still have no parts. My customers cant get their reels repaired if I cant get parts! Call **** and listen to the recording and if you e-mail them they'll assign you a number and never respond! Who hastime to chase down parts with no sucess,I surely don't! A pitiful excuse for such a large company! I've spoken with other repair centers and they are having  issues as well!

  Business Response

  Date: 08/14/2023

  Rather Outdoors fills all service part requests submitted when quantity desired of each individual part identified in one of three formats: Model-Key, Legacy Part Number, or new seven-digit number is noted.  Please submit your request to our email address, **************** in one of the three formats forementioned.

  Customer Answer

  Date: 08/16/2023

  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,
  
  ***********************************; I have re submitted my order one last time! Lets see what happens and how long it takes! I have informed customers that in the future they will need to order parts and i will fix their reels!

• Initial Complaint

  Date:07/28/2023

  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.

  Ive recently purchased a Lews Crush spinning combo and a Lews Mach II casting combo. Within 2 weeks of purchase the crush rod broke 2 eyes down from the tip of the rod while stowing my lure on the designated placement of the rod. And the Mach II reel drag is slipping and will not hold. I attempted to make initial contact via phone to Lews customer service. But NO ONE answers the phone, EVER. I then resorted to email, which I was responded to. The customer service rep walked me through sending pictures and my information and also info about the rod. Then they asked for me to break the rod in the middle of the model number and send a picture to which I did. I have since not heard anything back despite sending follow up emails. It has been 9 days since the last communication was received from Lews. It is unacceptable for this to happen. Additionally no process has been completed for my Mach II reel either, that request was completely ignored. I would like to either have a replacement crush rod and Mach II reel, or gift card of equal value as soon as possible. Thank you and look forward to your speedy response.

  Business Response

  Date: 08/09/2023

  We have resolved the inquiry with *********************** on 8-9-2023. Attached is the correspondence with the customer and the response. We have reshipped a new item to the customer, and they will be receiving a new item from our warehouse by the end of the week. 

  Customer Answer

  Date: 08/15/2023

  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:12/08/2022

  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.

  Ordered a product from them and an incorrect product was shipped over two weeks ago. They provide a customer service number and an email to contact for a return or for customer service. The customer service telephone number direction to send an email which I’ve done several times. In addition on the website you can select start a return which directs you to a generic email. I’ve sent three emails with no reply and I’ve made 67 attempts to call every day for the last 10 days and again no response or acknowledgment.

  Business Response

  Date: 01/11/2023

  We apologize for the lack of communication in the beginning.  We recently went through a system upgrade, which unfortunately caused a disruption in our consumer services.  This is not an acceptable excuse, but we have worked diligently to get our consumers taken care of in a prompter timeframe. We made contact with **** on December 9th and prioritzed his order.  Our consumer agent, *****, followed up with him consistently through the process to ensure the consumer received his product, providing order confirmations and tracking.  

  We understand the frustration of the consumer, but we did get the matter resolved.  **** provided satisfactory feedback, as shown below:

  Rating
  Good, I'm satisfied
  
  It was a terrible experience until ***** became involved. She communicated often and thoroughly and kept me in the loop. You need to clone her - outstanding customer service which is rare these days. Kudos to her.

   

   

• Initial Complaint

  Date:08/09/2022

  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 looking to order a replacement rod from company as I have damaged the one I purchased beyond repair. I am willing to pay for replacement rod. The company never returns calls and emails and I am unable is refusing to replace rod even though I am willing to pay for an item they have in stock. The customer service here is not as bad as **** *** ***** but pretty poor.

  Business Response

  Date: 09/09/2022

  Consumer contacted us on 08/01 regarding a rod that he believed was out of warranty.  He was wanting a replacement rod and offered to pay shipping costs.  Our consumer agent responded on 08/09 requesting purchase date.  Consumer replied back on same day with purchase date.  Our consumer agent responded on 08/10 stating that it would be within warranty and asked for a photo of the model number stamped on the rod, along with shipping address.  No contact had been received since that date from the consumer.  Follow up email was sent on 08/12.  Still no response, at which point ticket was closed.