ComplaintsforZogsports

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello BBB,Sorry to have to involve you in this dispute but *** is being incredibly difficult to deal with. I signed up to play kickball in Feb of 2020 and then obviously the pandemic hit. I was understanding and even though they gave me a credit back then I didn't fight it because I assumed the pandemic would be short lived and would play again in ************ since then I have attempted to join multiple leagues that were all canceled due to lack of participants. Which according to their own refund policy, I qualify for a refund since it's never been my decision to not play but rather their inability to not fill leagues. It's been over 2 years since I first joined and no longer have the time to join a league and *** refuses to give me my money ($115 I believe) back. Could you assist and issuing a refund please?

  Business response

  09/07/2022

  We have resolved this complaint with the complainant.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is the same as all the others listed on this website. I registered for a soccer league on 3/4/2020. The league was canceled due to COVID-19. I reached out multiple times over the last 1-2 years asking for a refund and they continue to refuse to give me a refund.Please read the confirmation email for my purchase (attached to this complaint), which includes their "Official Refund Policy" at the bottom."Official Refund Policy:ZogSports will provide a full refund any time up to two weeks prior to the commencement of any league/********* until one week prior to the commencement of the league/event, ZogSports will offer a credit for future ZogSports activities. Within one week of the commencement of a league/event, ZogSports will not be able to offer any refunds (unless otherwise stated on league/event page)."The league was scheduled for a certain day, but there was never a commencement of the league/event. I received multiple emails over the course of months notifying me of a postponement of the league. But the league never began. I do not want a credit since I am not able to play in this league anymore. I signed up for a specific time, location, and activity. ZogSports did not deliver the service as promised. I want a refund.

  Business response

  03/22/2022

  Citing our policy, we have offered and are still offering a league credit code that can applied towards any future league registration that does not expire and is fully transferrable to any other potential ZogSports Participant.

  With said, our policy remains firm, and we are not able to offer a refund.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 5, 2020, we were told our deposit to Zog Sports to sign up for a softball league was placed on hold due to Covid and no sports league would resume activities. On November 19, 2020, we wrote back to the company saying we moved out of the region and needed our deposit back. The refused saying they would credit us for future use, but we no longer live in the area. We were told they would not give us back the deposit, because "These non-refundable costs include facility permits, equipment, t-shirts, marketing, and our full time staff hours to organize everything. Unfortunately, these are unrecoverable expenses that were paid well before COVID-19 shutdowns and are still needed to restart leagues when restrictions are lifted. "They are basically holding our money hostage, because they already spent it. They later proceed to tell me that there was a 2 week cancellation/refund policy after signing, but when I asked them to produce the terms with our signature, they declined- twice.With several back and forth emails later, they said on December 12, 2020, "We may be in a position to revisit this matter in a year when we have a better understanding of how the coronavirus shutdowns have and will impact the future our business across the country." I followed up with them again on January 29, 2022 and they are still declining to return our deposit of $975.00.

  Business response

  02/17/2022

  To whom it may concern,

   

  After reviewing all communications with ******** *************** and internal documentation in-depth we have decided to refund ******** ******** in the full amount of $975.00.

   

  We value our ZogSports customers and realize that our communitcations with ******** ******** may have been unclear and will be directly refunding in the above amount.

   

  Moving forward we have updated our policies and we are confident that we will not encounter an issue of this ilk moving forward.

   

  Thank you for you for business and patience.

   

  ***** *****

  ZogSports

   

   

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $200 to join an athletic league and services were never given. The credit offered is useless because there are no viable leagues in my area being offered or anything similar to what I paid for.I requested a refund as well as a chargeback and was rebuffed with a credit that I cannot use for any similar service in my area.

  Business response

  11/29/2021

  Government restrictions on public gatherings due to the coronavirus pandemic forced us to suspend operations abruptly through no fault of our own, in March 2020. We were prepared to operate games as scheduled but government-imposed coronavirus restrictions made that impossible. Revenue from upcoming leagues is used to pay costs incurred in advance of those leagues such as non-refundable facility fees, team t-shirts, staff wages and other costs and we do not have the financial resources to give refunds (as we would in an ordinary year, when refund requests are minimal).
  
  Providing credits offers the greatest opportunity for all players to receive value for their registrations as were able to reopen leagues.To date, were still not operational in over half of our neighborhoods and facilities across the country. We dont have the financial means to issue refunds to everyone. We are doing our best to maximize the value of a registration that was postponed due to COVID-19, and as of right now the best way to do that is to credit registrations so that we can operate leagues in the future.
  
  Lastly, our former refund policy allowed refunds up to two weeks before a league was scheduled to begin. We are abiding by that policy.Your request for a refund was made after your league's scheduled start date. We have awarded credit to customers who were outside the refund window. That protocol provides the greatest communal benefit by treating our customers equally, keeping our company in business, and providing value for registrations.

  Customer response

  12/01/2021

  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:

  This is an unacceptable canned response and I've also filed a consumer complaint with the city.
  
  There are no compatible leagues to participate in the eastern half of Queens even after the lifting of government restrictions which makes the offer of credits useless barring a one hour commute which is clearly unreasonable.
  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  12/16/2021

  Im very sorry but we are not able to issue refunds to anyone who did not request a refund at least two weeks before the advertised league start date. 
  
  As we mentioned before, government restrictions on public gatherings due to the coronavirus pandemic forced us to suspend operations abruptly and postpone our sports leagues, through no fault of our own, in March 2020. We were prepared to operate games on the advertised start date but coronavirus restrictions made that impossible.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Zog sports postponed our sports league that was supposed to take place in ******* ** of last spring (March 2020) due to covid-19. They didnt issue a credit to be used with the organization at a future date until august 2020. Be that as it may, since that time Ive contacted the organization countless times asking for a refund. They didnt issue a refund and instead the credit can be used whenever I was able to in the future. We had a family member pass away due to covid-19 and I then asked Zog for the money back to be used for the funeral, medical, urn, costs that I wasnt able to finally cover alone. I was devastated at their response and how they chose to handle the situation. They didnt understand or care about our personal financial situation or the fact someone had recently passed and the money could be better spent on medical bills. I am disgusted by how I was treated and had been participating in sports leagues with the organization since 2015. Even with my loyalty as a customer and our personal and financial situation they chose to not issue a refund. I have reached out countless times to be told no refunds will be issued at this time. I am reporting Zog sports for this issue.

  Business response

  11/29/2021

  We are very sorry for your loss and devastated to hear the impact COVID has had on your family. COVID has impacted our community in countless ways and we know it has been a very difficult time for a lot of people. We have heard from other customers who have also experienced difficult circumstances because of the pandemic and have had to apply our policies evenly in order to best serve our community as a whole.
  
  To explain a little bit more about our situation, government restrictions on public gatherings due to the coronavirus pandemic forced us to suspend operations abruptly through no fault of our own, in March 2020. We were prepared to operate games as scheduled but government-imposed coronavirus restrictions made that impossible. Revenue from upcoming leagues is used to pay costs incurred in advance of those leagues such as non-refundable facility fees, team t-shirts, staff wages and other costs and we do not have the financial resources to give refunds (as we would in an ordinary year, when refund requests are minimal).
  
  Providing credits offers the greatest opportunity for all players to receive value for their registrations as were able to reopen leagues.To date, were still not operational in over half of our neighborhoods and facilities across the country. We dont have the financial means to issue refunds to everyone. We are doing our best to maximize the value of a registration that was postponed due to COVID-19, and as of right now the best way to do that is to credit registrations so that we can operate leagues in the future.
  
  Lastly, our former refund policy allowed refunds up to two weeks before a league was scheduled to begin. We are abiding by that policy.Your request for a refund was made after your league's scheduled start date. We have awarded credit to customers who were outside the refund window. That protocol provides the greatest communal benefit by treating our customers equally, keeping our company in business, and providing value for registrations. We know that our approach will not make everyone happy and will,unfortunately, make some people very unhappy. We are very sorry that you are in this latter group.
  

  Customer response

  12/02/2021

  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:

  [Your Answer Here]

   

  The two weeks Refund window does not apply here. Everyone on our team reached out before the league was supposed to start and the organization was closed due to covid and all leagues were on hold. Which is what we were told and were told to wait for the leagues to open back up.
  

  our situation is not the same as your other customers. I am not putting us over another but you state we didnt ask for  a refund in the correct time frame is entirely wrong and unacceptable as we did first and foremost before the league was supposed to begin since we knew when we were in a lockdown we werent going to have Zog  

  Again we are choosing to not participate in ZOG going forward after being loyal customers and supporters since 2015  I am asking for a refund and not a credit  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business response

  12/17/2021

  We have reached out via email to request more information about your registration and communication with us in the weeks leading up to the league start date in question. 

  Customer response

  01/07/2022

  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:

  [Your Answer Here]

  This isnt solving my problem. I have told the company that during covid our team responded to their Instagram stories and reached out about using our membership. The company and the entire state was locked down so nothing was finalized until the company and the state opened back up which is when they issued credits in august. We were never told if we wanted to get a refund we could before our league began because the ******************* was in the middle of a lock down. There was no choice or option for the customer.
  

  im very disappointed and disgusted with how Zog Sports is handling the entire matter. Ive been a paying member of the organization for 5 years and have never complained or had any issues. How they are handling this matter is ridiculous and taking advantage of people in unforeseen circumstances. 
  

  again, all that was received was the messages stating we could only receive credits in JULY of 2020  since everything was on hold no refunds were ever issued  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  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. ↩