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Complaint Details
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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.Initial Complaint
02/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 response
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
02/12/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
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
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
01/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
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
01/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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.Initial Complaint
01/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a basketball for my daughter last Christmas (2022). The company provides a very clear option for NOT opting into the monthly subscription. I did NOT opt into the monthly subscription. Yet, I have discovered that for the last year, Dribbleup as charged the credit card with which I purchased their basketball a monthly fee. We have never one time used the app for the product or signed on to it. Yet the monthly charges have remained. When I attempted to cancel the membership (for which I did not subscribe!), the website repeatedly went back to another screen and then gave an error message that there were technical difficulties. I have now finally received an email that the membership is cancelled but have no confidence that my card will not continue to be charged. What was already an expensive basketball and gift for my daughter has now cost us over $200. This is fraudulent and criminal activity! This company should not be allowed to continue these business practices!Business response
01/31/2024
Hi there, I'm sorry for the misunderstanding of your purchase. The Dribbleup All-Access Membership is required with all purchases, there is no option to purchase without. You may be referring to the option to delay until Christmas, which you did not select during checkout so it activated upon delivery. The required membership is communicated on the website and during checkout. We also sent an email confirmation with more information about your membership and how to manage it. I see you've been in contact with our customer service team and they've helped to resolve this issue for you. Please let us know if there's anything else we can assist you with.Initial Complaint
01/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dribble up Soccer Ball, Stand, and Subscription.Was bought a few weeks before Christmas to insure shipping was in time for Santa. However the subscription (which is required to make the ball work) did not start until 12/25/2023. The company is refusing a refund for the ball. They cancelled the subscription immediately, but did not even give the days we paid before the subscription was set to cancel a few weeks later. Absolutely unethical to terminate services that are prepaid for.Business response
01/18/2024
Hi there, I'm very sorry but your request to return your order was made outside of the return window for your purchase, including our extended holiday return window. Please contact Dribbleup **************** directly if there's anything else we can assist you with. We're available every day 8a-11p ET.
Customer response
01/26/2024
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:The business did NOT offer an extended return window beyond 30 days. Furthermore they cut off use from the app, even with remaining days that had been paid for in full.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
01/31/2024
Hi there, I'm sorry but your request for a return was made outside of our return window. For more information, you can see our return policy on the website and contact us directly if you have additional questions. I reviewed your membership and you should still have access to your remaining paid time until February 7th. If this is not the case, please contact us directly so we can assist. We're available everyday 8a-11p ET.Initial Complaint
01/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This company is predatory. No where on their website does it state a $17 a month subscription is required to use their products. They hide the verbiage about it on the "Terms" section is small print and bury it on a separate page. Buyer beware! They need to publish this on the website as to not take advantage of their customers.Business response
01/04/2024
Hi there, we're sorry you feel this way. The Dribbleup All-Access Membership is required with all Dribbleup Smart Gear purchases. This is communicated on our website, during checkout, and in a separate confirmation email that includes instructions on how to manage your Membership. All purchases also include a 30-Day Money-Back Guarantee so you can cancel your Membership and/or return your Smart Gear for a full refund if you're unsatisfied with your purchase.
There are no purchases associated with the email you provided in this complaint. Please contact Dribbleup **************** directly and provide them with the email you used to purchase for further assistance, if needed. We're available every day 8a-11p ET through email and live chat.Customer response
01/04/2024
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:You are intentionally misleading people. Your website clearly states,
'Membership separate. Unlimited on-demand and live classes for up to 6 household members. Membership will automatically renew monthly or yearly until canceled. Cancel online at any time at account.dribbleup.com or by reaching out via email to ********************************. Terms of Service apply.' How does a membership renew if you don't agree to join it? Your website and communications do not say anything about automatically joining.
Also, the only mention of price is, 'All-access separate. Unlimited soccer classes for $16.99/mo.' Again, not clear and does not say mandatory and automatic enrollment. You keep using the word RENEW. Why don't you check the definition...extend for a further period the validity of (a license, subscription, or contract). How do you "renew" a subscription you never joined? Seems like a class action lawsuit waiting to happen...You know exactly what you are doing and that you are intentionally misleading people. I hope you take this serious and make changes. Until you do, I can not agree with your response as you are scammers.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Initial Complaint
12/14/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I cancelled this subscription in May 2023. They have been charging me $16.18 since June 2023. Tried customer service and they insist that it is Apple and ******s fault, I checked their are not any active subscriptions to Dribble Up under my Apple or ****** Account. I would like the money they have been billing since June2023 that has not been authorized. $113.26Customer response
12/14/2023
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 and the matter has been resolved.
Sincerely,
*****************
Initial Complaint
11/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I bought their "smart" soccer ball for my kids, with the understanding that it came with a 6-month subscription. I was charged the membership fee immediately. They claim that there is no such 6-month subscription policy, and implied that the misunderstanding was my fault for not fully reading the terms and conditions.I see other complaints on their BBB page that indicate others have had the same impression. The company maintains that they have never had such a policy, and while I can't find a direct reference to that advertisement, the fact that multiple people have had the same impression and have felt duped suggests that their advertising is suggestive, manipulative, and misleading. I've cancelled my subscription and have no intention to renew.Business response
11/17/2023
Hi there, I'm sorry for the misunderstanding about your Dribbleup All-Access Membership. We've never offered a 6-month membership. If you're seeing this listed anywhere please share with us so we can review it. You can reach our Customer Support directly if there's anything else we can assist you with. We're available everyday 8a-11p ET, with extended hours during the holidays.
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Customer Complaints Summary
55 total complaints in the last 3 years.
32 complaints closed in the last 12 months.