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:04/03/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:03/22/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/20/2024

  Type:Billing 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.

  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

  Date: 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

  Date:03/19/2024

  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.

  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

  Date: 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

  Date:03/15/2024

  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.

  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

  Date: 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

  Date:03/13/2024

  Type:Billing 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.

  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

  Date: 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.

• Initial Complaint

  Date:02/28/2024

  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.

  DribbleUp, Inc. is consumer predatory practice at it's finest and needs to be investigated. They charge for services that are not initiated, or even made aware of. When you question them about it, they refer you back to their website to their terms. I purchased a soccer ball during a Black Friday sale in Nov. 2023. It was from a ******** ad showing their sale. At the time of checkout, I do not remember seeing anything about a monthly fee that would start as soon as they shipped the product. There was also no membership information or anything that I had to opt-in to. However, I did see a box that I checked stating that this was a gift (this was for a niece who was out of state).A non-predatory practice, would be to start any charges/subscription fees once initiated by the consumer, and not when the product was wrapped and under the Christmas Tree for a month. Also, with this being a gift, any subscriptions should be set up in the one receiving and using the product (that might make too much sense for DribbleUp). I had no warnings or contact from them that they were charging my card. They have now charged me $50.97 for a service that I did not agree to, nor knew anything about, nor have set up, used or received. I have called my sister, and the product hasn't even been opened yet. After back and forth emails (because you cannot call them), they refuse to refund me. Again, this is funds for nothing that they have given or lost. 100% predatory practice.

  Customer Answer

  Date: 02/29/2024

  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.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/12/2024

  Type:Order 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 purchased a dribbleup basketball for my daughter- it improved her ball handlings, coordination and speed so much and she loves to practice with it. Since she had a great experience with the basketball, I recently bought her the soccer ball as well. She likes that one as well, however now her basketball doesn't connect with the ipad very well anymore. There is a long lag- it's almost as if the sensor cannot keep up or function properly anymore. She never uses the basketball outside, only used indoors on indoor/outdoor carpet. I'm not sure why now all of a sudden there's a problem with it's "smart" features- but without the smart features working, the whole thing is pointless- including the ball. Not to mention a waste of money. I don't know if maybe we just got a defected one or what- but I know that both my daughter and I would greatly appreciate a replacement ball. The faulty sensor issues has nothing to do with us nor did we cause or damage the ball. I will gladly send the ball back for inspection if need be if we can get a new replacement one.

  

  Business Response

  Date: 02/23/2024

  Hi there, I'm sorry you're experiencing an issue with your Smart Basketball. Dribbleup **************** has reached out to you but we're still waiting on your response. Please let reach back out to us so we can help to resolve the issue. The team is available 8a-11p ET. We look forward to your response.

• Initial Complaint

  Date:01/29/2024

  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.

  I purchased two dribbleup items as Christmas gifts. No where when I bought the item was I aware that I would be automatically enrolled in a monthly subscription. I contacted the company and they said that it was stated that the membership starts when you receive the items but in the purchase process there is no place to accept these terms. The company heavily marketed their products during Christmas so they know that many people will buy the products as gifts, not for personal use. They intentionally keep using this dishonest practice when they know that a big percentage of their sales are gifts.

  

  Business Response

  Date: 01/31/2024

  Hi there, all Dribbleup purchases require a Dribbleup All-Access Membership that activates upon delivery, this allows you to access all live and on-demand sessions within the Dribbleup App. This is communicated on the website, during checkout, and in a separate email confirmation that also explains how to manage your account online. I'm sorry that you missed this during your purchase. I can see you've contacted our customer service team to resolve this issue. Please reach back out to them directly if there's anything else we can assist you with. We're available every day 8a-11p ET.

• Initial Complaint

  Date:01/23/2024

  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 had no idea that this was a subscription.I do not want to continue paint $16.99 per month. I want my money refunded.

  

  Business Response

  Date: 01/31/2024

  Hi there, all Dribbleup purchases require the Dribbleup All-Access Membership. This is communicated on the website, during checkout, and in a membership confirmation email. I'm sorry if you missed this during purchase. I see you've already been in contact with our customer service team and it's been resolved. Please let us know if there's anything else we can assist you with. We're available daily 8a-11p ET.