ComplaintsforBauer Hockey, Inc.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Whilst visiting family in BC, I purchased a pair of Bauer Supreme M4 skates (Size 8.5 fit 3) from SPORTCHEK in Kelowna on the 21st August 2023. I returned to the UK on the 29th August 2023 and after wearing them on 3 occasions, I discovered that the stitching that attaches the boot to the toe cap had come undone. (Please not there is NO damage to the boot or that area to indicate any actions which may have caused this to occur - this is due to faulty stitching). I took pictures of the item, my receipts etc and contacted BAUER via their website on the 21st September, as well as using their email address (***@bauer.com). These emails were ignored. I followed this with a call (from the UK) on the 26th September, whereby (despite explaining that I purchasing them in Canada), I was told that I needed to speak with BAUER UK (***************@bauer.com) and they would contact the representative for me. I still hadn't heard anything by the 29th Sept so I chased Naima, who provided me with the BAUER UK rep email. I emailed them, only to be told (unsurprisingly) that as it was bought in Canada, I needed to back to BAUER US warranty dept. I then contacted Naira again, only to be told that she had spoken to the warranty dept and advised me that there suggestion as to why the stitching had come loose, was due to a 'skate blade cutting the stitching' (despite there being NO marks or scratches to the toe area) and that they couldn't help. Frustrated and appalled at the awful lack of customer service, being ignored several times, having to continuously chase BAUER just to get an answer, only to be faced with a utter refusal to uphold their warranty values, I emailed again on 29th Sept stating that I wasn't happy to accept that resolution and that (a) I would like to raise a formal complaint regarding the level of customer service I received and (b) to resolve the initial issue regarding faulty skates..... this was also ignored and no help was offered.

  Business response

  10/10/2023

  Hello ****,

  As Brendan noted Sport Chek manages warranty on our behalf and appears to have been your first point of contact.

  The first communication from ****[email protected] was received on September 26th, I can see that the team attempted to assist by directing you to our UK customer service team based on your location.

  I'm willing to make an exception and replace the skates but would only be able to ship to a Canadian or US address. 

  Can you please provide the address and confirm the size info ? (Fit 3/Size 8.5)

  Thank you,

  Lauren 

  Customer response

  10/11/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint. 
  Whilst I am happy that you have agreed to replace the skates, the issue remains that I live in the UK and not in the US or Canada.
  Your warranty that came with the skates doesn't specify that you can only post replacement items to the US or CA and it will remain at considerable cost for me to forward these items on to me in the UK, especially seeing as the reason they are being replaced is due to a fault in the item.

  Additionally, considering the issues that I have had to endure from Bauer (being passed from dept to dept, ignored, fobbed off and finally having to raise this issue with the BBB) just to get to this stage, it would seem appropriate that Bauer would be kind enough to replace the items by posting them to my home address in the UK.

  As a large organisation I would assume that it is possible for you to arrange for these items to be sent via courier to me in the UK.
  

  Can I kindly request that you arrange for the replacement skates (size 8.5 fit 3) to be sent to me at the following address please: * ****** ****** ******** ****** *** *** ****

  Sincerely,
  
  **** ****

  Business response

  10/20/2023

  Hello ****, As the product was purchased in North America our North American warranty would apply

  As noted previously I can have a replacement shipped to a Canadian or US address. 

  Thank you,

  Lauren 

  Customer response

  10/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by Bauer in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Message for Bauer:
  If you can kindly send the Bauer Supreme M4 skates (size 8.5 fit 3) to **** ********** ******* ******** ** ****** ****** please.
  Can you kindly confirm when these will be delivered please?

  Sincerely,
  
  **** ****

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a customized stick from Bauer at a cost of 399.00. They sent my stick to another person in New York and I received hers. They sent us both FedEx labels and asked us to send each others sticks back. She has not returned my stick and Bauer will no longer respond to my inquires. I spent 400 dollars and never received the product I purchased. Instead, the business left it up to another customer to correct.

  Business response

  08/01/2023

  Hello ***, I understand that Tina was consistently communicating with you via email.

  In the interest of time and ease (As this was a custom stick) Tina did initially suggest that the two sticks be directed to the rightful recipients and provided each recipient with a waybill. As this solution was not to your liking a free of charge replacement order was placed and is scheduled to ship later this month. In addition we have refunded you $57.35 as a gesture of goodwill for this shipping error. Once the replacement has been received Tina will connect with you to arrange to have the incorrect stick returned.

  Thank you,

  Lauren 

  Customer response

  08/01/2023

  
  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

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband purchased a set of Hyperlite goalie pads in September of 2022 (as well as matching glove and blocker). By December, there was a rip in the pads so he contacted Goalies Plus, where he bought the pads to make a warranty claim. Goalies Plus put him in contact with a Bauer representative to aid in the warranty claim. The initial contact for the warranty replacement was made on December 20, 2022. After many unanswered emails and phone calls, we eventually thought we would get our replacement pads and in the final conversations my husband reiterated several times, "all black pads, size large." When we finally received our replacement pads for the warranty on June 12, 2023, nearly 7 full months after the process had started, they were not the same colors as the original pads that were purchased. My husband bought a full set of brand new matching gear (leg pads, glove and blocker) and was able to use it for less than 3 months. Bauer has replaced the leg pads, but with different colors than originally purchased, so they are no longer matching the glove and blocker. When we reached out to Bauer Warranty to express this concern we again left multiple messages and were not called back (6 phone calls in 2 weeks). Eventually, we were told via email, “goal pads graphics have changed slightly we cannot offer you another goal pad to match the ones that were replaced. The pads are very similar other than the change of color on the spears/logo” and “If the color of the spears/logo is something that you cannot accept, our best recommendation would be to sell the blocker and catch glove on your original set and purchase the newer version so they match the replacement goal pads” We have continued to reach out to Bauer and are told people are on vacation and/or gone with shortened hours in the summer and will call us back. We have never gotten a return phone call and still have mis-matched pads.

  Business response

  08/01/2023

  Hello ******, In order to ensure that your husband's pads match his all Black blocker and catcher we have placed a custom order. The stock offerings do tend to vary season to season.  As previously advised custom products take approximately 11 weeks to be produced and shipped.  

  A stick was also sent as a gesture of goodwill to address the delays you originally noted with the retailer/rep. 

  Thank you,

  Lauren 

  Customer response

  08/01/2023

  
  Better Business Bureau:
  
  We have been told several times (and it is also listed on the website) that custom pads take 8-10 weeks to make, I have never heard 11 weeks. Regardless, we will be satisfied with this response when we eventually get the pads. It is our understanding that the pads have been ordered and should arrive by the end of September at the latest. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if we get the pads as ordered. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a $450 hockey stick for my son. This company has a policy to replace a stick if it breaks in the first 30 days of purchase. The stick broke in the first 30 days but due to website issues and back and forth conversation with warranty department we are outside the window and they refuse to replace it. The leadership in this company will not address the problem as well. Poorly run company from the top down. I emailed both the CEO and the VP with no response.Terrible situation that they should own up to. I will take legal action if necessary.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son purchased a custom made hockey from Bauer Hockey Ltd, received in 2/25/23 at 5:49PM (order #*******) for the amount of $381.05 The stick broke (the blade snapped right off when passing a puck), after using it twice less than two month of owning it. This stick is designed for NHL players to use and yet it didn't even last two uses. I have contacted Bauer multiple times and they have refused to resolve the problem in any way. I am incredibly disappointed that Bauer is refusing to stand behind their products. As a loyal customer of 10 years, I have always trusted their products and have recommended them to others as well. However, this experience has left a sour taste in my mouth, and I am hesitant to purchase from them in the future. I respectfully request that the Better Business Bureau investigate this matter and hold Bauer accountable for their failure to replace a defective product or provide a refund. I believe that as a consumer, I am entitled to a product that is free from defects and that is backed by a company that values their customers. Thank you for your attention to this matter.

  Business response

  05/25/2023

  Hello ******, As previously noted our warranty on composite sticks is 30 days from date or purchase or date of delivery.  
  The warranty covers breakages that occur under normal use or any defects for a period of 30 days from the date of purchase/delivery.  
  Order ******* was delivered on February 25th and would fall outside of our warranty parameters making it ineligible for replacement.
  
  Thank you,
  Lauren 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Bauer Intermediate Hyperlite skate on 8/4/22 for $749.99. The skates were still too big at the time and had to wait until January of 2023 until my son was able to wear them. For the first month, he only wore them to practice, no games. The plastic lace hole wore down and came apart only after 3 months of normal wear. This should not happen. Kids are traveling at high speed on these skates and they need to be able to secure their feet in the skates for stability. Additionally, there is no way for me to repair the defect and Bauer will not do anything to accommodate or rectify the quality issue. The lace holes should have metal reinforcement since the skates need to be tied in order for it to be used. This is not the first time this has happened. I also purchased 2 pairs of the Bauer Vapor 2x Pro Jr skates in June of 2021 and both skates encountered the same issue after only a few months. The plastic material does not hold up, especially for a high performance skate that costs hundreds of dollars. This would be like purchasing a car but the wheels don't stay on after a few months. Based on the reputation of Bauer, quality should be of utmost importance. If the product falls short of those standards, Bauer should rectify the issue immediately instead of hiding behind their 90 day warranty. Best, **** ***

  Business response

  05/25/2023

  Hello ****, Your December 2022 communication was in reference to a Vapor 2X Pro purchased in May of 2021.
  As previously noted Bauer's warranty on the skate boot is 90 days from date of purchase and not date of first use.  
  I certainly think it is beneficial to have a backup pair but if purchased for future use please take note that the warranty commences on date of purchase.
  Cracked or damaged eyelets are not manufacturing defects; rather they are a hazard of the sport which can occur from impacts from a puck, another players skates or from pulling the lacing too tightly.
  With that said I am inclined to offer a one-time exception and will replace the Hyperlite skates as a gesture of goodwill.
  
  Please confirm size and ship-to information noted below:
  
  **** ***
  ** ***** ** *********** ** ***** ******* ****** ***** ******** ******* *****************
  
  Hyperlite
  Fit 1 Size 4

  Thank you,

  Lauren 

  Customer response

  05/26/2023

  
  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

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a $377.89 BAUER AG5NT GRIPTAC STICK SENIOR from them that had a manufacturing defect. It was only used about 10 times until it broke during normal play. I would like to give them a review of the stick on the website that I placed the order, but they don't seem to give that option. This seems like bad business practice. How do you warn other of bad 30 warranties and products.

  Business response

  05/19/2023

  Hello *****, Our website does not currently have the ability to accept reviews. 

  As noted on our website the warranty on composite sticks is 30 days from date of purchase, as this stick was purchased in December 2022 it would be significantly outside of our warranty period and not eligible for replacement.
  
  Thank you,
  
  Lauren

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 15, 2022 our son purchased the Bauer Agent hockey stick for $485.89 The stick broke (the blade snapped right off) less than 5 months later. Our son does not play competitive hockey and is a child. This stick is designed for NHL players to use and yet it didn't even last half a hockey season for a child. I have contacted Bauer multiple times and they have refused to resolve the problem in any way.

  Business response

  04/20/2023

  Hello ******, Bauer offers a 30-day one-time replacement of your player or goalie composite stick.
  As per your first email the warranty obligation was fulfilled by Pro Hockey Life.

  I'm willing to make an exception and replace this stick a second time. If you wish to proceed please confirm the stick specs (Flex, hand & curve) and shipping address.

  Thank you,

  Lauren 

  Customer response

  04/25/2023

  
  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.

  Hi Lauren,
  
  Thank you for getting back to me and for replacing the stick. We are very appreciative.
  
  Here are the specs for the replacement stick: 
  
  Bauer Vapor Hyperlite Senior
  hand: left
  flex: 77
  pattern: P92
  
  Our address is:
  *** ********* **** ******** ** ******
  
  Thank you.
  
  Sincerely,
  ****** *****
  

  
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My son purchased a Bauer custom Agent online from Bauer for $335 my wife received it on Apr 14,2023 stick broke Mar 21, 2023--35 days the warranty is 30 days and day grace is 5 days 1 contacted Bauer on Mar 23,2023--37 days past purchase and have been denied warranty still cant believe a 12 year old can break a $335 dollar stick that should have a year warranty

  Business response

  04/10/2023

  Hello, Replacement order ******* has been created.
  Tracking will be sent to ***********@gmail.com once the stick has been shipped.

  Thank you, 

  Lauren 

  Customer response

  04/10/2023

  
  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.

  Bauer has contacted me about the replacement stick and is sending one
  out to us will receive the shipping information when it ships and am
  very satisfied with how Bauer dealt with it thanks again 
  

  Sincerely,
  
  *** *****

• Initial Complaint

  03/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was recently on the Bauer Website and saw a pair of Mission RH Inhaler WM01 Senior roller blades marked at $36 which was being advertised as a 70% discount from $119.99. When I clicked onto the roller blades they were then priced at $1099.99 This is considered click bait. I spoke to Bauer and they said they will see about what they can do since they priced it wrong on their website and all they did was say buy them at $1099.99 and we will give you a $100 back and they changed their website. It is not appropriate that they had something on their website at one price and click baited it so you would click them to get a price that is over $1000 more. This is both consumer fraud and unethical

  Business response

  03/09/2023

  Hello *****,  As noted over email we are unable to honor the price seen on the page in question as the product page did note the correct price and added to cart at the correct price.

  This was clearly an error on the group product page as this skate retails for $1099.99 (USD)

  The page was updated as soon as the matter was brought to our attention. This error was certainly unintentional and not meant deceive or mislead.

  As a gesture of goodwill we are still willing to honor the $100 discount on the two requested pairs.  

  Best,

  Lauren 

   

  Customer response

  03/10/2023

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

  This may not be meant to be misleading but it was and it is considered click bait which is a form of consumer fraud. Even though it was not the intention of Bauer to show it was priced at $36 and on sale at 70% off it was. Not only that it was up for a while so due to being click bait and consumer fraud the price should be honored.
  Sincerely,
  
  ***** ********

*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. ↩