ComplaintsforBauer Hockey, Inc.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Complaint against Bauer Hockey Company US.I purchased a new pair of Bauer x4 Vapor ice skates in Sep of 2023 for $499.99 through a certified Bauer vendor.I referee so Ive only been skating in them twice a week for that purpose, without any exterior hits etc. as I dont play currently.On both skates the inner lining at the top lace hole has almost completely come away, but more worryingly on one skate the tendon guard has hairline cracks on both sides.I had my previous Vapors for over 9 years and they still had no defects when I purchased these new skates.I feel for the cost, the integrity of the skate should last longer than 6 months without starting to lose a safety feature.Bauer said this is user error- they have told multiple people this around the same issue and would not replace the skates.There are multiple posts on review sites surround Bauers stance on this clear product fault. Their customer warranty division would not replace the product even though its a fault in a vital safety feature.

  Business response

  06/21/2024

  Bauers warranty on skates is 90 days from date of purchase.Understanding the purchase was made outside of the warranty period (stated purchased in November 2023 and emailed warranty request June 6th 2024) my team was still happy to review the claim. Once we received the receipt and images it was determined that the skates were purchased September 1st 2023 and were now 6 months past the warranty expiration date of December 1st 2023.
  
  Further, while hard to pinpoint the exact cause of the tendon guard breakage through email, the damage on the skates shown in the images indicate added stress and force on the area during removal of the skates.This is not indicative of a defect, which occurs during the first uses of a product and not over the period of 9 months with regular use. The skate could have taken a puck impact during a game or the skates could have been crushed in the bag during transport to and from the rink.
  
  The liner is also a high flex area of the skate. Repeated flexing of the tongue can cause the same image as the one you provided. The same situation occurs with footwear primarily in the back of the heels and forefoot area where the shoe flexes.
  
  Warranties cover factory defects that usually occur immediately on first use of the product. 9 months of skating, sweat, transport, and other events outside of our control cannot be covered under warranty as the product out of our control experiencing other factors, or improper use.
  
  We apologize for the inconvenience and appreciate your understanding.
  
  Bauer Hockey

  Customer response

  06/21/2024

   
  Complaint: 21852670
  
  I do not accept the business's response as a resolution to my complaint because: 

  1. To Bauer's response that the item is out of the warranty period that the business prescribe.

  1. Response:  The warranty date has never been disputed with the company. Bauer, or any representative of Bauer thus far. It was pointed out that their product could not withstand several months of light, non playing, use by an on ice USAH Hockey Official who has used the skates for that sole purpose. 

  -

  2. To Bauer's response of user error or misuse and production make up of the tendon guard on the Bauer x4 Skate.

  2. Response: These skates were only used for the sole purpose of recreational hockey officiating. Actively avoiding puck hits is a requirement and certainly avoiding rough use or play. I have used upright storage and transport of the skates as I have a C&B bag for that reason with a receipt to predate the purchase of these skates by weeks. I had a pair of the previous Vapor's for 9 years with no issue before purchasing these new skates. There are multiple review sites and hockey pages on Reddit and hockey equipment sites that have multiple customers have the exact same issue early on (under one year) with the same skate line (Bauer x4), all point to customer misuse with zero evidence.

  Summary.

  Given Bauer's stance that the significant safety issue with their skate will not be rectified by the company at this time; given Bauer's two responses from, firstly, their customer service team member ******* through email, and now through the BBB's portal, I can now move ahead with the knowledge that this complaint about Bauer's safety issues with their skates is not met by concern or intent to rectify. 

  Given Bauer's tag line in their advertising and on their customer support signature's of '**********************: Everything For The Game', I cannot think of another company I have ever dealt with in hockey that would actively avoid doing anything to support the game through this type of conscious avoidance of widespread safety issues in their entry level to mid range skates. 

  Can the company please supply me with the office, title of staff member and any other information relevant best suited to receive legal correspondence through certified mail?

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

  Business response

  07/02/2024

  The circumstances surrounding the original denial of this warranty claim are still valid.  The skates are outside of the warranty period and at least some of the wear and tear on the skates is not out of the ordinary.  However, the skate development team took another look at the file and the tendon guard breakage is a bit unusual.  We have seen instances where the player removes his skates in a manner that damages the tendon guard, which will void the warranty.  However, in this case we will give this consumer the benefit of the doubt and offer him a onetime replacement of the skates.  The replacement skates will be the x5 pro in size 10.5 fit 2 and will also have a 90 day warranty.
  
  

  Customer response

  07/03/2024

   
  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.

  While trying on the x5s they seem slightly larger in the toe cap. Could the replacement size be Size 10 Fit 2? Thanks.

  What are the next steps?

  My address for the replacement delivery is *************************************************************
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ProtoR Quickturn stick for my 14 year old son on line as a surprise for a tournament he was entering. We received it on January 31, 2024, but didn't give it to him until the tournament weekend on February 23rd. On March 2nd he was playing a game and the stick was hit by a puck and broke. This was the fifth game he had used it in, and he was heartbroken. The stick cost $454, so I would expect it to last longer than 5 games. I contacted Bauer to ask about a replacement but was denied. The serial number of the stick is ***********. I am shocked that the stick was such poor quality for that price and that the company had no interest in replacing it. He's a 14 year old kid, it's not high level hockey and he wasn't doing anything crazy with it.

  Business response

  03/22/2024

  We have reached out to this consumer directly to facilitate a resolution to their warranty issue. Thank you

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After reading other complaints, there appears to be an issue with the Vapor Hyperlite2 blade heel break down (heel cracking / fiber coating off).With breakdown after only 6 weeks of usage by an 11 year old. Something is clearly wrong with the manufacturing. How can Bauer dismiss this?This was the first performance stick our son has used. Given to him as a Christmas present and also contributing his own money.I naively did not realize the importance of the official receipt and how it differed from retailer emailed receipt. Subsequently, I did not ask for the receipt from family member who purchased it. Hence, I do not have the white serial number sticker. The retailer where I purchased it is willing to corroborate purchase. (****** learned on my behalf moving forward when purchasing sticks).Im disappointed and dissatisfied, Bauer is lucratively marketing these high performance hockey sticks for young children, associating them to celebrity hockey players and they are not standing behind their product. I believe our situation deserves re-consideration, as the stick did not break, instead degraded from what appears to be defective reasons.

  Business response

  03/22/2024

  We have reached out to this consumer directly to facilitate a resolution to their warranty issue. Thank you
  

  Customer response

  03/22/2024

  Good day, please see the attachment with details of a successful resolution to my complaint with Bauer Hockey.
  Thank for your assistance and support. Kind regards, ***********;

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Bauer proto R hockey stick for my 16 year old son for Christmas. I correctly ordered the proper stick from the website for his height and weight. Upon receiving the stick and using it for 3 games the stick broke near where the shaft meets the blade. I completed the online warranty claim and received an approval for a replacement stick (as we were within the 30 day policy and we are grateful for). We received the replacement stick on January 30 and on Feb 3 my son used the stick for the first time and the stick cracked in the exact same place; near the bottom of the shaft close to the blade. I reached out to Bauer to inquire on an exception as the stick was not misused or abused. I received an email notice stating that there’s no warranty on replacement sticks. I’ve been doing lots of research and the Bauer Proto R has been getting many negative reviews from parents and players about the stick breaking prematurely and with minimal use. We feel Bauer has made an inferior product and is charging upwards of over $400 for this product. I took the time to research the proper stick based on height and weight and the stick I got is not of high quality or depending. Bauer says it offers some of the best hockey equipment on the market but I believe there high end sticks are faulty and they are taking advantage of the consumer. I would like a replacement stick of a different model to help compensate for the lack of quality, reliability and trust in the product! This company is taking advantage of the youth by advertising these stick and when something faulty happens they blame the users. That is wrong. If we had the stick for 30-60 days and it broke then yes maybe the player has some blame but not after 2 sticks don’t last 5 games of 16 year old hockey. Please do the right thing and provide the hockey player in our home a new stick. Stand by your product and own your product’s flaws

  Business response

  02/22/2024

  We have corresponded with this consumer directly regarding his warranty claim and have come to a resolution on a replacement as an exception to our policy. Thank you

  Customer response

  02/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******24, and find that this resolution is satisfactory to me.  They were excellent to work with and very responsive to my request.  Thank you to Bauer for their forward thinking in customer satisfaction.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Vapour Hyperlite2 GRP Stick originally purchased from ****** *** ****** (Invoice ********6) on January 5, 2024. Stick serial number is T2252-34885. This stick broke on the evening of January 26th. As my son had another game the next night, we went into ****** *** ****** in ******, BC on January 27, 2024 to replace the stick and they didn't have the same stick. Ended up with a S22 Bauer AG5NT. Stick serial number is T2228-16873. On the evening of Jan 27th, not even finished the 1st period, the stick broke at the shaft. He had less than 1 hour play on this stick. I understand their policy of one replacement stick, however, there is clearly a defect in this replacement stick to last for less than one hour (5 -6 shifts at most). I contacted Bauer on January 29th as soon as they were open to ask for a path forward as the replacement stick was obviously defective. I was told to email Bauer warranty and they would get back to me within 24 hours. I have not heard back and I am concerned that they are most likely not going to respond.

  Business response

  02/22/2024

  We have reached out to this consumer directly to facilitate a resolution to the warranty issue. Thank you

  Customer response

  02/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******7, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  12/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a custom Bauer Agent for $400. I patiently waited 6 weeks+ for my stick to finally arrive. Once it arrived, I loved the stick but the second time on the ice it snapped right at the low shaft point about 8-10” about the blade. I instantly took a picture with the custom name plate and serial number and uploaded it to the Bauer warranty claim. They said it would take around 45 days (another 6 weeks). I waited the 6 weeks then started emailing asking where my replacement was. They finally said they never received the pictures and had emailed me but I receive every Bauer promo email and they could not provide proof at all they emailed me and the pictures were uploaded in the submission form for the claim and required to file the claim so it was complete nonsense. Nonetheless, I had to wait another 6 weeks for my replacement. So now it’s been 18 weeks or about 4.5 months and on stick #2 and then within the first couple times on the ice, the stick breaks in the exact same spot. Both times the stick broke just grabbing a puck in open ice with no contact. I contacted them and they basically said they can’t do anything because they gave a replacement. This is the most expensive stick I’ve ever purchased and my local pro shop supervisor told me there have been tons of returns and complaints on the agent stick breaking. The product was released inferior with defects which is largely why Bauer released the proto now. Bauer customer service is awful and I’m not sure why anyone would continue to buy products from this company. I’ve never ever had these issues with ccm. Currently using a ccm Ghost without any issues at all. I want my money back or a proto and an apology from Bauer. If you prematurely put out an inferior product that has numerous returns and defects you have to apologize to customers and admit your wrongs. Bauer it seems just thinks they’re too big in hockey to fail and doesn’t care about the customer.

  Business response

  01/08/2024

  Hello ****, This purchase was made back in January 2023 and the replacement order was fulfilled in May 2023.

  Bauer offers a 30-day limited North American Warranty on composite sticks. If a claim is submitted within 30 days of purchase, Bauer Hockey will provide a one-time replacement of your player or goalie composite stick if damaged due to a manufacturer defect.

  At this point I can offer you a 15% discount off your next Bauer.com stick purchase. 

  Thank you,

  Lauren 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son purchased a set of Bauer Supreme M5 pro goalie pads end of Aug2023, he started wearing the pads in Sept 15 2023 up until Dec 12 2023 which is 87 days, the stitching came out of the knee side hanging by one thread, I’ve reached out to Bauer about this and they fully know that this pad is a defect, I’ve gone to several places where I live and spoke to several people about fixing the stitching problem and know one can do it. My son only has one set of pads and it’s hockey season, the response I received from Bauer was ship the pad to Calgary for fixing, for defective pads they should replace the pads. Pretty simple solution. A defect is a defect. With all our purchases of Bauer goalie pads this has never happened. Obviously just slapped together and not a good job. Bauer should take full responsibility for their products they sell. They didn’t even offer to pay to fix them. Very poor quality control for this company. Expensive goalie pads should last longer than 90 days. Very frustrated and dissatisfied customer.

  Business response

  01/08/2024

  Hello *********
  
  The warranty begins from date of purchase and not date of first use.
  
  I'll be replacing the pads with an all-White M5 Pro as we do not have the Navy/White available.
  
  Please confirm that the shipping address below is correct:
  
  ******** *********** ******** *** ****** ******** ** *** ***
  
  ***** ********

  Thank you,

  Lauren 

  Business response

  01/08/2024

  Hello *********
  
  The warranty begins from date of purchase and not date of first use.
  
  I'll be replacing the pads with an all-White M5 Pro as we do not have the Navy/White available.
  
  Please confirm that the shipping address below is correct:
  
  ******** *********** ******** *** ****** ******** ** *** ***
  
  ***** ********

  Thank you,

  Lauren 

  Business response

  01/08/2024

  Hello *********
  
  The warranty begins from date of purchase and not date of first use.
  
  I'll be replacing the pads with an all-White M5 Pro as we do not have the Navy/White available.
  
  Please confirm that the shipping address below is correct:
  
  ******** *********** ******** *** ****** ******** ** *** ***
  
  ***** ********

  Thank you,

  Lauren 

  Business response

  01/08/2024

  Hello *********
  
  The warranty begins from date of purchase and not date of first use.
  
  I'll be replacing the pads with an all-White M5 Pro as we do not have the Navy/White available.
  
  Please confirm that the shipping address below is correct:
  
  ******** *********** ******** *** ****** ******** ** *** ***
  
  ***** ********

  Thank you,

  Lauren 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Vapour Hyperlite2 GRP Stick originally purchased from ****** (Invoice C100******) Sept 24, 2023. Stick serial number is T230******** Heal of stick cracked and warranty request submitted Nov 1, 2023. Bauer approved this warranty, which was appreciated. Replacement stick was sent on Sales order 61****** Replacement stick serial number is T233******** Replacement stick was received on Nov 10, 2023 and used for one ice hockey game that night. During the game it was noticed that the stick started to fail in the exact same way as the first stick (heal cracking / fiber coating peeling off). We had less than one games use out of the stick. This appears to be a defect in manufacturing. I contacted Bauer that night (same day replacement was received) with pictures and details on the defect. Bauer has since refused to replace the stick. I understand their warranty only covers one replacement; however, the replacement was clearly defective as the issue appeared the same day it was received.

  Business response

  11/21/2023

  Hello *******, I'll provide a one-time exception.

  Please confirm the stick specs as well as the shipping address and phone number.

  Thank you,

  ******

  Customer response

  11/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20******, and find that this resolution is satisfactory to me.

  Hi L*****,  assuming the offer is good for a similar stick.  Please send an AG5NT Intermediate, 65 Flex, P28 curve.

  Ship to:

  ** ****** ***** **** *********  *** ******

  Attention: **** ************ 

  Thank you for making this allowance.

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

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  "Customize your new HYPERLITE 2 Stick like the pros with MyBAUER. Don't wait, be one of the first to get this stick and unleash your full potential. Available only at bauer.com" Hello, on Sept 7th my 13 year old son's new custom Bauer Hyperlight2 was delivered in a beautiful box to our home. My son was so excited he sprinted from the school bus down our driveway, and into our home to open the package. We filmed the special moment and he gave the stick a kiss, smiled and said look out goalies. In three years he has had two sticks, his previous favorite, the Bauer Sync would become his back up stick. He had seen all the ads, and wanted this new, custom stick so bad, he agreed to do extra chores and help out around home with tasks or jobs he could "get paid" for so he could buy it. Fast forward to Oct.20 (yes, 20 days after said warrenty period) he took a shot at a game and the stick broke right at the bottom of the shaft rendering it useless. He actually had tears on the way home when we talked about it. "It wasn't my fault, it wasn't my fault" he kept saying. This stick cost him $442.94, which he has paid back about half of. This is an insane amount of money for a kids hockey stick, yet with his belief in the brand and the flashy ads, he still made the commitment to buy it thinking it would get him well into next year just as his other Bauer sticks had in the past. There is no way this stick should have broke the way it did, so soon. He is devastated. This may or may not have been a one off fluke that this stick had some sort of defect but we are really hoping to get it replaced. It would be great if he could enjoy his custom named stick at least until he is done paying for it. We tried for about a week to make a claim online but apparently we kept entering the wrong number. We called in earlier this week as he is still upset only to be told "sorry your warrenty is up". Please do the right thing and send this kid a new stick. Order#******* Stk#2118***

  Customer response

  11/20/2023

  Hello, and thank you for the update regarding my complaint. So far I have not heard anything from Bauer. For this reason I remain dissatisfied. 

  Customer response

  11/20/2023

  Hello, and thank you for the update regarding my complaint. So far I have not heard anything from Bauer. For this reason I remain dissatisfied. 

  Business response

  11/21/2023

  Hello ***, I'm willing to provide a one-time exception and replace the stick.

  Please confirm the stick specs as well as the shipping address and phone number. 

  Thank you,

  Lauren

  Business response

  11/21/2023

  Hello ***, I'm willing to provide a one-time exception and replace the stick.

  Please confirm the stick specs as well as the shipping address and phone number. 

  Thank you,

  Lauren

  Business response

  12/07/2023

  Hello ***, Can you confirm that the shipping information remains the same as the below please ?

  Once confirmed I'll provide an order confirmation. 

  **** ***** **** ****** ** *** ***
  Canada

  Thank you,

  Lauren 

  Business response

  12/07/2023

  Hello ***, Can you confirm that the shipping information remains the same as the below please ?

  Once confirmed I'll provide an order confirmation. 

  **** ***** **** ****** ** *** ***
  Canada

  Thank you,

  Lauren 

  Customer response

  12/07/2023

  
  Complaint: 20******
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  Yes Lauren, that is still the correct address. 

  thank you.
  
  Sincerely,
  
  *** *******

  Business response

  12/08/2023

  Thank you ****

  SO# 616**** has been placed and will be produced and shipped in the next few days. 

  Lauren 

  Business response

  12/08/2023

  Thank you ****

  SO# 616**** has been placed and will be produced and shipped in the next few days. 

  Lauren 

  Customer response

  12/21/2023

  The company has told us they would replace the product.We are waiting for new stick to arrive. Once we recieve the stick we will be happy qith this process. Untill then we will keep thos claim open. Thank you.

   

  ***

  Customer response

  12/21/2023

  The company has told us they would replace the product.We are waiting for new stick to arrive. Once we recieve the stick we will be happy qith this process. Untill then we will keep thos claim open. Thank you.

   

  ***

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a stick it broke with in the warranty time frame. Bauer will not replace the stick. Rep thinks she is punishing the parent but she is really hurting the child. Sent in the required info. Couldn’t set her feelings aside for a 12 year old. The claim was filed with in the time frame as well.

  Business response

  10/27/2023

  Hello ****** *****

  As discussed on the phone yesterday the white serial number sticker is a mandatory requirement for warranty.

  Please note the policy is clearly called out on our website where the claim was processed.

  Bauer offers a 30-day limited North American Warranty on composite sticks. If a claim is submitted within 30 days of purchase, Bauer Hockey will provide a one-time replacement of your player or goalie composite stick if damaged due to a manufacturer defect. To process your claim, you must present both your original receipt from an authorized Bauer dealer and the white serial number sticker affixed to the original receipt. Hand-written receipts and banking statements will not be accepted. Please keep a photocopy of your receipt for your records. Warranty claims without the required information will not be processed.

  Unfortunately, without the white serial number sticker we are able to process a replacement. 

  Thank you,

  ****** 

*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. ↩