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Complaint Details
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Initial Complaint
05/02/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Dribble up *** makes it impossible to cancel their membership. They sent me to a website that doesnt get back.
Business response
05/03/2024
Hi there, I'm sorry that you were experiencing an issue with the Dribbleup Membership portal online. I see once we manually processed the cancelation and sent a confirmation three minutes after you notified us about the issue. Please let us know if there's anything else we can assist you with.Initial Complaint
04/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Made initial purchase for $112.00 on 12/19/23 for set of hand weights, basketball, soccer ball & stand. Did not receive the stand and emailed them. Did get one shipped.On 12/30/23, was charged $16.99 membership fee which provides unlimited live online sessions for all sports.Emailed them on 1/3/24, after this charge was withdrawn and requested this membership fee be cancelled and the $16.99 be refunded.Received confirmation by email of 1/17/24 that my membership was cancelled and that I should see this refund for $16.99 reflected within a few days. Now 3 months later still have not been able to receive this refund!What complicates this non-refund issue, is the Debit Card used for these charges in December 2023 had to be closed in January by my bank, Valley Strong CU, due to fraud attempts to my account. A new Debit Card account was opened in January. Dribble up says they can only refund back to this now closed Debit Card and have attempted several times but my bank repeatedly declines the transaction. Have spoken at least 5 times now with my bank, Valley Strong CU at **************, and they say that DribbleUp must enter the Authorization Code originally used for this transaction and it would process correctly. My bank even provided me with the code to provide to DribbleUp!. Code was ******. DribbleUp insists they can not enter this Code and that my bank needs to reactivate my closed Debit Card in order to refund this charge. My bank says they can not re-open a now closed account due to fraud attempted and that this company must be able to submit this refund by using the Authorization Code originally used. I asked DribbleUp for a phone number so my bank could speak to them directly but was told they didnt have a phone number? I then asked for a paper check in lieu of a credit, but was told they cant refund by issuing a check!Want to finally get this refund due me for $16.99!!Would you please intervene on my behalf in resolving this issue.Thank you!Business response
04/17/2024
Hi there, I'm sorry for the inconvenience but we are only able to process refunds to the original form of payment. We also don't have any option to enter an authorization code as you referenced. You can contact us directly if you have any other questions. We're available through email and chat every day between 8a-11p ET.Customer response
05/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I, *********************************, am responding to your email and am requesting to have my rejection entered into this case for me. Still have not received the refund due me from DribbleUp, Inc.
*********************************
Business response
05/13/2024
Hi there, I'm sorry but as we've been explaining the refunds are being rejected by your bank and/or processor since the payments are beyond 6 months. Unfortunately, this is beyond our control. We're happy to reattempt the refund at any time but we only have the option to refund to the original form of payment and do not have the ability to "enter a code" as you've referenced. If you have additional questions or would like us to retry the refund please contact us directly.Initial Complaint
04/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
In December, I purchased a DribbleUp package that included a ball and introductory downloads as a gift. I also signed up for a monthly subscription at a charge of $16.99 a month for additional downloads, with the understanding the subscription could be cancelled at any time.I attempted to cancel the subscription today by calling their service at ************. After spending close to two hours on the phone, it became clear that something was amiss. Rather than just letting the charges cease, they insisted on "crediting" me. I don't have a debit card, so I was instructed to go to my Venmo account and was supposed to transfer the amount in there to a "*************************************", the "supervisor". I refused to continue the process but know I will continue to be charged $16.99 a month indefinitely. I don't know how to resolve this situation and any help you can provide me would be hugely appreciated!Business response
04/11/2024
Hi there, I'm very sorry to hear about your experience. Dribbleup only offers email and chat support at this time. I'm not sure who you spoke with but we do not offer phone support and that number is not affiliated with our business. I would suggest that you followup with your bank or Venmo to notify them of the situation.
I did find an email request from you to cancel your Dribbleup All-Access Membership and it was processed. You should have received a confirmation of the cancelation from Dribbleup. Please contact us directly if there's anything else we can help you with. You can reply to the previous email you sent. Again, the number you mentioned is not associated with Dribbleup. I hope you're able to resolve that matter with your bank or Venmo.Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought this ball as a Christmas present and it specifically asks you if you want a membership and i selected no. I am reviewing my bank statements from the last 6 months and they took the purchase amount for the ball to be shipped. Then right after Christmas they started taking ***** out 28th of Dec, Jan, Feb. Most recently, they have attempted to take March out, even after i left a message in their "voicemail". After reading the reviews on here it seems that only you CAN get a hold of them. So, thank you.Business response
04/10/2024
Hi there, I'm sorry for any misunderstanding with your purchase. The Dribbleup All-Access Membership is required with all purchases. The option you are referring to was the ability to delay the Membership until Christmas Day which is available during the holiday season. The Membership is communicated on the website product pages, during checkout, and in a separate confirmation email. Dribbleup Customer Support is available through email and live chat, I'm sorry but there's no phone support. We'll have someone reach out to you directly to further discuss your account.Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a gift for my son from this company for Christmas (a basketball). For it to work it needs an app and a membership. I get that, but they should not be charging for the membership until it is actually activated. This is total fraud and they should have to change their practices. Such a total rip off to be charged for something you havent activated and used. They literally started charging on Christmas morning and the ball has never even been used yet to this day. No app even downloaded. When I emailed them to cancel they wouldnt do it, and said I had to log on and do it myself on some website. Although when I went back and looked at my purchase email it says I can email to cancel. They are just trying to make it as hard as possible to cancel so they can keep ripping people off. They should be ashamed to take advantage of customer this way. Definitely lost our business and I will warn my friends and family to stay away from them. I hope this complaint helps others learn from my mistake of supporting this awful business.Business response
04/03/2024
Hi there, the Dribbleup All-Access Membership is required with purchase. To ensure your family gets the most out of their Smart Gear the membership activates upon delivery. This is explained on the website, during checkout, and in an email confirmation. I'm sorry for any misunderstanding you had during purchase. Please contact our customer support directly for any further assistance. We're available every day 8a-11p ET.Customer response
04/04/2024
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 and the matter has been resolved. I still feel it is poor practice to charge at delivery or on Christmas Day. There should be an activation of the device to start the membership. I appreciate being refunded but would still like the company to have the feedback to change policy to having an activation of membership once the customer is ready to use the device purchased.
Sincerely,
*************************
Initial Complaint
03/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Dribble Up basketball for my niece for Christmas. After purchase I was notified of a recurring monthly membership. I reached out to them and they told me to send the recipient an email and they can take over ownership if they choose and that was all I needed to do because it was a gift.I was checking my bank statement today and found they have been charging me for a monthly membership since purchase.I reached out to them online and was able to cancel the latest charge and cancel future charges but they informed me that they cannot refund charges past 30 days. I let them know I would file a complaint so here I am.Business response
03/23/2024
Hi there, I'm sorry that you missed the communication about the Dribbleup All-Access Membership on the website, during checkout, and in the email confirmation. I can see you've already been in touch with our customer service to resolve your concerns prior to this complaint. Please let us know if there's anything else we can assist you with.Customer response
03/25/2024
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 and the matter has been resolved.However, I want to be clear that I was in touch with the business prior to the complaint but the issue was NOT resolved until after the complaint was filed.
Sincerely,
*********************
Initial Complaint
03/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The company makes it impossible to cancel your subscription. The manage subscription page links to a payment account setup landing page. The customer service is terrible. When I reached out by email to the customer service team I was sent a link to the same payment account set up page. When I responded again that i was unable to cancel my subscription via the website, I was sent the same link. I had to stop payment through PayPal to get the company to stop charging me.Business response
03/20/2024
Hi there, I'm sorry you had difficulty canceling your membership. I reviewed your conversation with our Customer Support team and your membership was not associated with the email you contacted us from or the email you provided for this complaint. It appears we were able to still locate your membership under a different email and proceeded with canceling at your request. Please contact us directly if there's anything else we can help with.Initial Complaint
03/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Have repeatedly tried to cancel membership but the link I am being given does not take me to a place where I can cancel. Under manage account it just keeps taking me back to a payment page. In the email I received when I signed up it said I could cancel anytime VIA EMAIL. I have written several emails requesting cancellation but then am told I can only cancel online. The information being given is then false. I'm also not getting any support to help me cancel online, just the same link that doesn't work.Business response
03/19/2024
Hi there, I'm sorry you were having difficulty canceling your Dribbleup All-Access Membership online. I see our customer service team was able to assist in canceling your account a day before you submitted this report. Please reach back out if you still need assistance. We're available every day 8a-11p ET.Initial Complaint
03/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The product arrived noting like how it was advertised. Doesnt bounce as shown in videos website lied about money back guarantee as well as free shipping label for returns. Says 5 star review on BBB and now that Im writing this Im noticing thats not actually the case. Quite the scam they are running.Business response
03/15/2024
Hi there, I'm sorry that you're unhappy with your purchase. We offer hassle-free returns within 30 days of purchase. I checked and your purchase was from almost two years ago on May 29, 2022 so we're no longer able to process a return for your order. We haven't had any previous messages directly from you so someone from our Dribbleup **************** team will reach out to see if there are other ways we can assist.
The screenshots you shared are from a different company so it's possible you may be confused with a recent purchase from someone else. You can reach Dribbleup **************** directly on the website or the Dribbleup App. We're available through chat and email everyday 8a-11p ET.Initial Complaint
03/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Charge is for service and app that requires purchase of their ball. I purchased ball for my son for Xmas. He injured himself badly so we never installed or used the app or service, while he recovers. We will use it but don't want to pay for the months that he was unable to use it. I contacted the merchant from different email addresses but never received a response. I'm just looking for charges for the app and membership to be refunded from December, January, February, March. We'd like to start a new membership when this gets resolved.Business response
03/15/2024
Hi there, I'm sorry to hear about your son and hope he has a speedy recovery. I've checked and you've already been in touch with Dribbleup **************** regarding this matter. If you have any other questions please contact us directly through chat or email. We're available everyday between 8:00 AM - 11:00 PM ET.
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Contact Information
Customer Complaints Summary
53 total complaints in the last 3 years.
31 complaints closed in the last 12 months.