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Complaint Details
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Initial Complaint
11/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On the morning of November 26th 2022 I made a purchase with the dribble up company and immediately requested a refund within 5 minutes of making my purchase because I found out that someone else in my family had already purchased this item for my son this company has no way to speak to anybody you can only talk with them through chat or through email I sent several chats messages and I sent several emails and I got no response the ************ that they provide online is if you want to cancel your membership I did not want my membership or my purchase because I would then be having two of them and I did not need two of these items I needed one so I tried to cancel my purchase immediately and I got no response being that it was Saturday I figured well maybe it's the weekend I will wait until Monday later on that evening I got a message from dribble up companies saying that my order was being shipped but I had already requested a refund that never got a response this morning I called them I could not get an answer so then I sent them a message and finally someone responded and they let me know that this order had already been shipped out but I had already requested a refund and I have proof of that from that messages so this company basically is trying to force me to wait until they send this item out and then I can refund it after I send it back to them which will be probably over 3 to 4 weeks of waiting time to receive the refund of my money as a consumer this is an unfair business practice I feel as if I am being forced to do this with them hoping that I'll just go ahead and keep the product but I clearly requested a refund as soon as I made this purchase and I have the purchase time I did it and I have the messages that I sent within 5 minutes of making this purchase so for them to tell me that and it already been sent out on a Saturday afternoon highly unlikely I have a very negative experience with this company I feel as if their customer service team is not intact to help the consumers it's basically a company that just wants to take people's money and they have the Better Business Bureau logo on their email as if you guys are okay them to be this non trustworthy business
Business response
11/30/2022
Hi there,
I'm sorry we couldn't accommodate your request to cancel your order after you purchased it. We understand how important fast shipping is, especially this time of year so we work hard to process every order as soon as possible.
Your situation has already been resolved by our customer service team. Please reach back out if you still need assistance, we're available every day 8:00 AM - 11:00 PM ET by email and live chat.Initial Complaint
11/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a soccer ball as a gift for my son. Planned to give it to him for Christmas but didnt arrive in time so it was gifted to him for his birthday in April. He never opened the box. We never started an account or logged in to their site. I noticed in November that I had been getting charge **** a month for something called dribble up. Tried contacting them directly but no phone number is listed. Sent an email and cancelled the subscription, even though the account was NEVER activated or created. Company is refusing to refund any of the auto charges.Business response
11/07/2022
Hi there, we reviewed your account, and our Customer Support team resolved this on Nov 3. Please reach back out directly if you still need assistance. We're available every day between 8:00 AM - 11:00 PM ET.Initial Complaint
11/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I contacted them to stop my subscription but they continue to take each out each money in the tune of $9.99 I want them to stop but they are not listening.......and they can refund me the money or at best just stop taking it out..Business response
11/01/2022
Hi there,
The last email we received from you was on December 27, 2021. We canceled your membership the same day as you requested. There have been no payments made since then associated with this email.
We're available through email and live chat every day between 8:00 AM - 11:00 PM ET if you still need assistance.Initial Complaint
08/29/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I bought the soccer ball and then decided I did not want this service I requested a return and cancellation. I returned the ball with tracking confirmation and I confirmed membership cancellation via email. I was not refunded the money for the ball until 08/2022 when I returned the ball in 2021. I also have been receiving recurring monthly charge since January of this year despite the fact that I returned the ball with tracking confirmation and having a confirmation of cancellation email since November 2021. Fraudulent in the least is how I would describe this.Business response
08/30/2022
Hi there,
I'm sorry there was an issue with the processing of your return. We take customer service very seriously and always work hard to make things right. I can see your situation required additional review but was resolved within 24 hours after you notified us of the issue. We're available every day through chat and email if you need assistance with anything else.Initial Complaint
04/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello, my issues with Dribbleup are as follows.1. I bought the Soccer ball that came in December. The billing starts immediately after the ball arrived on Dec14 a Christmas gift. Billing should start when the ball is first used.2. The ball is now being used for a few months and all is well. however, my son lost interest so I canceled my membership and I was told I would have access to the training regardless of canceling my LIVE membership.3. I lost all access to the training. Every training I clicked on told me I need membership. I told support services and sent them a Screencast of the message I got everytime.4. I called their support chat and they told me twice i should have access after canceling my LIVE membership. They Gave me steps to follow, including singing out and back in which I did and nothing happened. 5. I was told my case would be escalated in order to fix the issue. 3weeks have passed and I heard nothing from anyone and my son don't have access to the training we were promised.Business response
04/29/2022
Hi there,
Membership provides access to all live and on-demand sessions within the Dribbleup App. Without Membership, you will only have access to practice sessions. You can find these within the app on the On-Demand screen.
We responded to your last message on April 7. We'll send a follow-up email so we can answer any other questions you may have. Our customer support is available every day on our website, the app, or by email.Customer response
05/02/2022
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
04/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company has been taking money out of my checking account for $8.47 per month for the last 3 years, there is no way to reach them by phone and I have attempted to have my bank put stop payment but they continue to figure out a way to rob me through draft on my personal checking account. The company is a scam on those parents like me who signed up then months later tried to end the subscription. This company makes all but impossible to end the subscription as they figure out ways to continue to draft out your account each month even after I change my debit card number. I am owed at least $300 from this companies theft. *****************Business response
04/11/2022
Hi there,
We're sorry that you've had difficulty canceling your Membership. You can manage your account any time online at account.dribbleup.com.
Membership is required with all Smart Equipment purchases. It unlocks access to all live and on-demand training sessions for up to 6 household members. Membership activates upon delivery and auto-renews until canceled. This is communicated on our website, during checkout, and in the order confirmation.
We offer live chat support through the dribbleup website and app. You can also email us at ********************************* Our customer support team has emailed you directly regarding your account.Initial Complaint
12/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased the smart medicine ball in March 2021 and had no problems with the company. I was paying $9.99/month for the live service. I slowly tried working out as I had not been very active before, but was struggling due to some health issues and then was unable to continue due to pregnancy. I cancelled my subscription and have not used the service since May 2021. I never heard any other communication back from DribbleUp by email or phone so everything seemed to be wrapped up successfully. However, out of nowhere on December 6, 2021, I found I was charged $75.18 from DribbleUp without any notice. I tried reaching out to the company by email the same day and have not had any replies back to assist me. I am not well off and I needed that money in my account for bills. This is severely affecting my life and they are doing nothing to help or even answer me. I would like a full refund immediately. There was no reason for this charge and I do not appreciate the inconvenience its caused.Business response
12/20/2021
Hi ******,
Your Membership was active until you requested to cancel on December 6th. Your payments kept getting declined, resulting in a continued reattempt to process. The recent charge was for the previous six months.
We responded to your email in less than an hour, agreeing to refund the recent charge due to the circumstances. Unfortunately, your bank keeps declining our attempts to refund your payment. We also explained this in our email.
This is the message we receive when we attempt to process your refund:
"The customer's bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. They will need to contact their bank."
You will need to contact your bank to have the refund authorized. We will process as soon as they allow the transaction. We're very sorry for this situation and looking forward to resolving it as soon as your bank allows.Initial Complaint
10/26/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been trying to login to my account to cancel my subscription for nearly a year. There is no way to do it from the website as well as no contact number to reach a customer service representative directly. The chat keep sending me useless links that lead nowhere I just want this recurring $7.99 to stop coming off my debit card every month.Business response
10/26/2021
Hi there, I'm sorry that you've had difficulty canceling your membership. You can manage your account online at ********************** or by emailing us at ******************** I checked, but we haven't received any messages from you. I went ahead and canceled your membership. Contact us directly if you need additional assistance. We're available through live chat on our website and apps or by email at *******************.
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Contact Information
Customer Complaints Summary
55 total complaints in the last 3 years.
32 complaints closed in the last 12 months.