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Business Profile

Clothing

Bombas LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

This profile includes complaints for Bombas LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Bombas LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Bombas LLC

      37 E 18th St Fl 4 New York, NY 10003-2001

    • Bombas LLC

      8830 Siempre Viva Rd # 100 San Diego, CA 92154

    Customer Complaints Summary

    • 38 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/20/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Animal abuse and cruelty to animals in whicaah the way they get their wool Gouging sheep Throwing them down chutes as if they were trash Hurting them in very hideous ways Ban them

    • Initial Complaint

      Date:01/28/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Bombas created an account using the email address I am submitting on this form, without my consent, and they refuse to delete it. Both actions are violations of Colorado privacy law. I was trying to log in to my existing account, which I thought I had updated to this email but had not, and rather than either tell me there was no account with this email address or just not send a password reset email, they sent a password "reset" that actually created an account while pretending to be a reset flow. I contacted them immediately and they refused to delete the account and then ignored further reply and spammed me with a request to review their customer support (also probably a violation of privacy law since I didn't consent to their use of my email address for solicitation or their giving it to the third party they apparently used for this). They need to fully delete the account associated with this email address and remove the email address from their system.

      Customer Answer

      Date: 02/22/2025

      Better Business Bureau:

      At this time, I have not been contacted by Bombas LLC regarding complaint ID ********.

      Sincerely,

      ******** *******

    • Initial Complaint

      Date:12/19/2024

      Type:Delivery Issues
      Status:
      Answered
      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 ordered the Women's gripper slipper from Bombas on 12/7/24. I received 2 delivery dates, which were acceptable as this is a Christmas present for an out of town family member. My order was accepted at **** in ********* on 12/9/24; to *********** on 12/10/24; to *********** on 12/12/24 and to ***********; to ******** on 12/13/24; to ****** on 12/15/2024 and on 12/17/24 "in transit to next facility". I live in *********** and only 1 hour from ***********. Besides coming to ***********, my delivery went to the west cost to the east coast!My bank paid Bombas on 12/8/24. At this point I have paid for an item that I have not received and has traveled around ******************I have complained to Bombas 2 times through email and have received no answer

      Business Response

      Date: 01/08/2025

      Dear BBB Complaint Services,

      We write in response to your message sent January 2, 2025 concerning Consumer Complaint No.#********. Thank you for bringing these matters to our attention.  We take consumer complaints very seriously and have successfully resolved the matter, as described in detail below.
      - On December 7, 2024, ******* **** (the Customer) placed an order for a pair of Gripper Slippers.
      - On December 16, 2024, the Customer reached out to our Customer Happiness Team via email to let us know that her package was lost. 
      - On December 19, 2024:
              - One of our agents responded to the Customer and offered to send a replacement order with expedited shipping and asked the Customer to confirm her shipping address. 
              - The Customer responded and said that she wasnt satisfied with this resolution and asked again when her order would arrive. 
              - The agent responded to the Customer and apologized for the inconvenience while asking her to confirm her shipping address again. 
              - The Customer confirmed her shipping address. 
              - The agent responded to the Customer to let her know that the item she originally ordered was out of stock and requested that she choose a different item for her replacement order. 
              - The Customer responded angrily and said she didnt want another item.
              - The Agent ended up refunding the Customers entire order. 
      - On December 23, 2024, the Customers order was delivered to their mailbox. 

      If you have any questions or would like further information, please contact myself at ****************************************** or our SVP of Legal, *** ***** at ***************************************** .


      Sincerely,
      ******** ******
      Bombas LLC, Customer Happiness Team


    • Initial Complaint

      Date:09/13/2024

      Type:Delivery Issues
      Status:
      Answered
      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 shoes have a hole forming on the top of these shoes, we believe these are manufactured defects? These shoes have been worn only a few times since purchase. We have been reaching out to your team and to date have not been successful. please contact us at your earliest convenience.*************

      Business Response

      Date: 09/17/2024

      Dear *** ********************* write in response to your message sent September 13, 2024 concerning Consumer Complaint No. 22279136. Thank you for bringing these matters to our attention. We take consumer complaints very seriously and have successfully resolved the matter, as described in detail below.
          - On September 12,  ******* ********* (the Customer) contacted ********************** to inform us that the Customer has holes developing in their Gripper Slipper Booties.
          - On September 13:
              - At 12:05 PM, we received the BBB complaint
              - At 6:05 PM, one of our agents responded to the Customer to offer a replacement for the pair and collect the needed information to carry out the appeasement since the agent couldnt find the Customers ********************** order in our system. 
          - On September 16, we still hadnt heard from the Customer. 
              - At 1:57 PM, the Agent followed up with the Customer to request the needed information. 

      The correspondence detailing this exchange is attached herewith.  

      If you have any questions or would like further information, please contact myself at ****************************************** or our *** ** ****** *** ***** at ***************************************** .
      Sincerely,
      ********


      Bombas LLC, Customer Happiness Team

    • Initial Complaint

      Date:09/05/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Purchased Bombas Solid Quarter Socks. Socks were poor quality and already ripping on bottom within two weeks of purchase. ******* thinning. Bad quality. want refund and check and reimbursement check sent to me for purchase price of $14.00. Thank you.

      Business Response

      Date: 09/10/2024

      Dear ************************,

      We write in response to your message sent September 5, 2024 concerning Consumer Complaint No. ********. Thank you for bringing these matters to our attention.  We take consumer complaints very seriously and have successfully resolved the matter, as described in detail below.
      -    On September 3, ********************* (the Customer) contacted ********************** to inform us that his Bombas sock developed a hole shortly after he purchased it from Nordstrom. In his email, he requested a refund in the form of a check. 
      -    On September 4, a Bombas agent responded to the Customer and let him know that since he purchased the socks at Nordstrom, were unable to provide a refund.
      Instead, the agent offered the Customer a ********************** gift card code for the value of the socks that he can use to make a purchase on *********** 
      -    On September 5:
                 - At 1:10 PM, the Customer replied and confirmed that he was okay with receiving a gift card code as his appeasement.
                 - At 2:30 PM, the agent requested that the customer send a picture of the socks in question.
                 - At 4:32 PM, the Customer replied with a photo of the socks. 
                 - At 5:38 PM, the agent replied to the Customer and sent the gift card code for the value of the socks plus shipping in a separate email. 

      -    On September 6, the Customer left the agent a ****** review for the customer service that he received. 

      The correspondence detailing this exchange is attached herewith. 


      If you have any questions or would like further information, please contact me at ****************************************** or our *** ** ****** ***************** at ***************************************** .

      Sincerely,
      *****************************
      Bombas LLC, Customer Happiness Team

    • Initial Complaint

      Date:01/26/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Order (2) four packs of mens socks for the price of $15 per 4 pack from Bombas. The order was ******** was confirmed, billed and shipped. The order was delivered on 1/18/24 and inside of the bag was 2 pairs of socks not (2) 4 packs of mens socks as stated on the email I received which clearly stated that 2 (4) packs of mens socks were delivered which was not the case. When I called the Bombas customer service I was told that there was an error on the price of the 4 packs of socks and Bombas was going to refund my money and that they were shipping 2 pairs to me for free and a $20 gift card to make future purchases from Bombas. I told the person from Bombas that the error was Bombas fault and I want my (2) four packs of socks not there refund. I told the representative from Bombas that I have a billing charge on my credit card, a email confirmation that Bombas confirmed for 2 (4) packs of mens socks and a shipping/delivery email stating that I was getting 2 (4) packs of socks which I didnt receive. I attempted several times emails and voice calls to Bombas customer service team which told me they would get back to me for resolution and never did. After several calls to the 800# they who publish on the internet 100 % Customer Guarantee at ********************** blocked my # from calling the Bombas 800#. I realized this when I called from another phone and the call went through. The $20 gift card code didnt work also. I did send an email on 1/25/24 to ************* the co-founder of Bombas but did not get a response yet. Please look into Bombas dealing my above frustrations

      Business Response

      Date: 01/31/2024

      Dear ********************,

      We write in response to your message sent January  26, **** concerning Consumer Complaint No. #********.  Thank you for bringing these matters to our attention.  We take consumer complaints very seriously and have successfully resolved the matter, as described in detail below.
      - On January 18, 2023, the Bombas customer service team discovered that there was an issue affecting a product listing on www.bombas.com (the Site). Specifically:
                - The price of our Merino Wool Blend Ankle Sock 4-pack (the 4-Pack) was showing incorrectly on our Site and was listed at  $19 - the price of a single pair of Merino Wool Blend Ankle Socks - instead of the correct price of the 4-Pack, which is $72.20 (the Issue).    
                - While this Issue was impacting the Site, only 1 pair of Merino Wool Blend Ankle Socks was shipped to customers who ordered the 4-Pack. 
      - Upon discovering the Issue, we promptly corrected the Site. We also confirmed that we did not have sufficient inventory of the 4-Pack to fulfill all of the orders that were placed for this item while the Issue was occuring. Accordingly, we responded to customers who had placed an order containing the 4-Pack as follows:
                - We notified those affected customers of the Issue via email and informed them that they would receive a full refund of any order that included the 4-Pack. This triggered order cancellation emails to be sent to each affected customer.
                - As most orders had been fulfilled and were already shipped with the single pair of Merino Wool Blend Ankle Socks, all customers were allowed to keep the single pair of socks that they would receive for each 4-Pack they ordered, free of charge. 
                - We provided each impacted customer a $20 gift card code for future use on the Site. 
      - On January 18, **** at 4:33 pm, ***************************** (the Customer) emailed us asking why he had received 2 pairs of socks instead of the 2 4-Packs he had ordered. The Customer had placed his order for the ******* while the Issue was occuring.
                - Seventeen minutes later, the Customer called our customer service hotline to ask what had happened to his order. 
                - The customer service agent who answered this call let the Customer know that while she did not know the cause of the Issue, she would escalate his concerns to our internal team and another agent would reach out with an update the following day. 
      - On January 18, **** at 9:55 pm, the Customer responded to the email that our team sent out to notify all customers impacted by the Issue, again requesting the 4-Packs he had ordered. 
      - On January 19, **** at 8:02 am, the Customer emailed our customer service team again, requesting a status update on his order and noted that he did not want a refund, which had already been provided, but instead would like the two 4-Packs that he ordered. 
                - At 1:44 pm, a customer service supervisor responded to the Customer with more information about the cause of the Issue, explaining that Bombas was unable to fulfill the customer orders for the ****** placed during the period that the Issue was occuring due to insufficient inventory of this item. The supervisor also reiterated that the Customers order was fully refunded and that he also received a $20 gift card code. 
                - At 4:13 pm, the Customer responded to say that this explanation was unacceptable and he wanted the 4-Packs that he had ordered. 
      - On January 20, **** at 9:07 pm, the Customer followed up on his previous email to say that he would be emailing the founders of our company about the Issue. 
      - On January 20, **** at 3:38 pm, the Customer called our customer service hotline to get a status update on his last email. 
                - The customer service agent who answered the call let him know that we were unable to send the 4-Packs that he requested but that he had already been completely refunded for the purchase and that she would resend the $20 gift card code that was included in the operational response email. 
                - During this call, the Customer stated that if he was refunded and received the gift card, he would be satisfied. 
      - On January 22, **** at 11:00 am, the Customer called again to express that he called his bank and they did not see the refund on his bank statement and that he still wanted the 4-Packs. 
                - The customer service agent let him know that he had been refunded  and that refunds take 3-5 business days to appear on a statement, but that he would escalate the Customers concerns to a supervisor. 
      - On January 22, **** at 12:27 pm, a customer service supervisor called the Customer to give him more information about the Issue and explain why we were not able to send the 4-Packs. The supervisor then reiterated that the Customer had been refunded and received a $20 gift card code, and if the Customer was not satisfied with this outcome, the supervisor needed to further escalate the Issue to our internal team. 
                - Upon ending the call, the supervisor consulted our internal team. Since we were not able to offer any additional information and the Customer did not seem satisfied with the solution that had been provided after receiving several explanations of the Issue, our consumer service supervisor determined it was appropriate to close the conversation with the Customer. 
      - On January 24, **** at 4:22 pm, the Customer called using another phone number to let us know that his $20 gift card was not working. 
                - The customer service agent let him know that he would have to escalate this concern to our internal team and stated that he would follow up with the Customer. 
                - Upon ending the call, the agent escalated the issue to our internal team. 
      - On January 25, **** at 11:10 am, the Customer followed up via email to express his frustration that he had not received the 4-Packs and that his gift card still didnt work. 
                - The Customer then followed up with another email that copied one of our founders to ask him for assistance with these concerns. 
      - On January 29, **** at 10:43 am, an internal customer service manager reached out to the Customer with a new gift card and apologized that the first gift card did not work. 
                - At 11:41 am, the Customer responded to the email and asked the manager to call him. 
      - On January 30, at 10:21 am, the Customer reached back out via email and expressed that he was frustrated that a manager never called him and reiterated that he wanted the 4-Packs he originally ordered. 
                - At 12:47 pm, the customer service manager responded, reiterating that we were not able to send the 4-Packs due to inventory limitations of this item and reconfirmed that we refunded the Customer in full and supplied a working $20 gift card code. The manager further stated that there was nothing further we could do further and closed the conversation. 


      If you have any questions or would like further information, please contact myself at ****************************************** or our SVP of Legal, ***************** at ******************************************************.


      Sincerely,
      *****************************
      Bombas LLC, Customer Happiness Team


    • Initial Complaint

      Date:01/23/2024

      Type:Delivery Issues
      Status:
      Answered
      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 4 packs of 4 socks. They canceled my order and then increased the price. They notified me after they already canceled the order and now expect me to pay the higher price. They gave me a $20 discount but the original promo code I was given would be for more than $20 if I were to repurchase the same items at the new inflated price. They must have lied about shipping the item because my order was canceled 2 days after it had shipped, and their website ordering system continues to be wrong about what they say they shipped to me, and they now want me to pay extra for their mistake. They are asking me to pay over 3 times as much as I paid. This would be approximately $170 compared to approximately $60. I looked at their website and they have no policy listing that they may alter an order at their discretion. The item was in stock and remains in stock. They gave no option for resolution and this is just ridiculous for a multimillion-dollar business to be *****-pinching. This is my first and only order/experience with this company or its products. I just want the socks I ordered with expedited shipping since this is going to take a while to resolve and I still need the socks. Let them keep the $20 but I want what I ordered at the price that I ordered or the equivalent amount of store credit so I may place the order again.

      Business Response

      Date: 01/26/2024

      Dear ********************,

      We write in response to your message sent 1/23, **** concerning Consumer Complaint No. #********.  Thank you for bringing these matters to our attention.  We take consumer complaints very seriously and have successfully resolved the matter, as described in detail below.
         - On January 18, 2023, the Bombas customer service team discovered that there was an issue affecting a product listing on www.bombas.com (the Site). Specifically:
                 - The price of our Merino Wool Blend Ankle Sock 4-pack (the 4-Pack) was showing incorrectly on our Site and was listed at  $19 - the price of a single pair of Merino Wool Blend Ankle Socks - instead of the correct price of the 4-Pack, which is $72.20 (the Issue).    
                 - While this Issue was impacting the Site, only 1 pair of Merino Wool Blend Ankle Socks was shipped to customers who ordered the 4-Pack. 
         - Upon discovering the Issue, we promptly corrected the Site. We also confirmed that we did not have sufficient inventory of the 4-Pack to fulfill all of the orders that were placed for this item while the Issue was occuring. Accordingly, we responded to customers who had placed an order containing the 4-Pack as follows:
                 - We notified those affected customers of the Issue via email and informed them that they would receive a full refund of any order that included the 4-Pack. This triggered order cancellation emails to be sent to each affected customer.
                 - As most orders had been fulfilled and were already shipped with the single pair of Merino Wool Blend Ankle Socks, all customers were allowed to keep the single pair of socks that they would receive for each 4-Pack they ordered, free of charge. 
                 - We provided each impacted customer a $20 gift card code for future use on the Site. 
         - On January 18, ****, *************************; (the Customer) responded to the order cancellation email that was triggered by the aforementioned refund we provided asking why his order had been canceled. 
                 - Fifteen minutes later, the Customer responded to the email we sent out to notify all affected customers of the Issue and our response to let us know that he was very upset with the solution we offered and felt that we should honor the original order. 
         - On January 19, **** the Customer called the ********************** customer service hotline and one of our customer service agents let him know that we could not fulfill his original order as the 4-Packs was out of stock. The Customer was not satisfied with that answer, and the agent let him know that they would escalate the issue to the internal team. 
         - On January 22, **** at 4:16 PM, the Customer called again to report the Issue, and the customer service agent who answered this call explained why the Issue happened, reiterated that the Customers original order had been refunded, and let the Customer know that his concerns were being escalated to our internal team. 
         - On January 22, **** at 5:26 PM, the Customer called again to report the same Issue. Another customer service agent explained why the Issue happened, reiterated that the Customers original order had been refunded, and let the Customer know that his concerns were being escalated to our internal team. 
                 - The agent also followed up this call with an email to remind the Customer that we sent him a $20 gift card code as an additional apology for the inconvenience. 
                 - The Customer responded to this email, saying he did not want a gift card code but wanted his original order. 
                 - The same agent responded with an additional 20% discount code. 
                 - The Customer reiterated that he wanted his original order and threatened to submit a complaint to the BBB. 
         - On January 23, ****:
                 - A supervisor on our customer service internal team emailed the Customer with more information about the cause of the Issue, again explaining that Bombas was unable to fulfill the customer orders for the ****** placed during the period that the Issue was occuring due to insufficient inventory of this item. 
                 - The Customer replied that the solution offered did not cover the cost of a new order of the 4-Pack at the correct price. 
                 - The supervisor responded and reiterated that there was nothing further that we could do due to inventory limitations for the 4-Pack. . 
                 - The Customer has since reached out via email three times stating that if the product was still in stock, he should be able to receive the product. 
                 - As we have previously explained to the Customer, ********************** is unable to fulfill the customer orders for the ****** placed during the period that the Issue was occuring due to insufficient inventory of this item in light of the number of impacted orders.   . 

      The correspondence detailing this exchange is attached herewith.  

      If you have any questions or would like further information, please contact myself at ****************************************** or our SVP of Legal, ***************** at ******************************************************.

      Sincerely,
      *****************************
      Bombas LLC, Customer Happiness Team





      Customer Answer

      Date: 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:

      [Your Answer Here]

       

       

       You've lied about available stock because the item you allegedly don't have stock if is available on your website currently. I'm asking to purchase what I ordered at the price you originally quoted. Your website even says you shipped the wrong item so I want what you say you should have shipped. I'm not asking for these for free. You want me to pay more for something that I ordered for less and your discount and gift cards don't make up for it. You've lied about the price, you've lied about shipping, you've lied about not having stock. Do the right thing and fullfil the order at the price you originally quoted. 

       

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


      Sincerely,

      ***************************




       

    • Initial Complaint

      Date:12/26/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 ordered socks for a Christmas gift on 12/12/23 and was told that delivery would be 12/21, then updated to 12/22, then again for 12/26. They should not advertise delivery they cannot uphold. Worst company I've ever encountered during the holidays. I purchased ***** gifts online and have not experienced this from any other retailer, like; Nordstrom, Dillard's, Athleta, ******* ****** and White ***** Black Market. This company stated on my order confirmation "100% Happiness Guaranteed, which they clearly failed.

      Business Response

      Date: 01/03/2024

      Dear **************

      We write in response to your message sent December 26, 2023 concerning Consumer Complaint No. #******** (the Complaint). Thank you for bringing these matters to our attention.  We take consumer complaints very seriously and have successfully resolved the matter, as described in detail below.
      - On December 14, 2023,  ******************************* (the Customer) placed an order that contained one Ankle Sock 6-pack and selected standard shipping (arrival within 5-8 business days) as her delivery option. 
      - On December 26, 2023, the Customer submitted this Complaint, which was viewed by the Bombas customer service team on December 27, 2023.
      - Additionally on December 27, 2023, Bombas:
               - Searched the Customers name, email address, and phone number in our systems, and could not find any correspondence from the Customer.
               - Located the customers order in our order tracking system and viewed the tracking information for the order in question, which confirmed that the order was delivered to the Customers selected shipping address on Saturday, December 23, 2023. 
               - Emailed the Customer to let her know that her order had been delivered before Christmas within the standard shipping window of 5-8 business days. 
               - Closed out the conversation in our customer service ticketing system. 
               - The Customer has not yet responded to our email. 
      - The correspondence detailing this exchange is attached herewith.  


      If you have any questions or would like further information, please contact myself at ****************************************** or our SVP of Legal, ***************** at ******************************************************.

      Sincerely,
      *****************************
      Bombas LLC, Customer Happiness Team


      Customer Answer

      Date: 01/08/2024

      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:12/22/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Placed an order from Bombas for a gift after the recipient mentioned hearing good things about their products on 12/19. The site stated that there was two day shipping and would arrive by Christmas therefore I proceeded with my order. I received my confirmation stating two day shipping (arriving in 2-3 days). On 12/20 I got my shipping information and several emails advertising free overnight shipping with arrival before 12/24 for orders that day. Obviously I didnt need to place a new order as mine was supposed to be shipped there by Christmas since I ordered 12/19 with two day shipping. Today 12/21 I received an email stating my order was delayed and including a $25 gift card with the message This way, if you ordered a gift, you can still have something physical to give the day of. I then proceed to the shipping carriers site to see why theyve delayed my package only to discover my package wasnt shipped with 2 day shipping at all. It was shipped with ground which estimates 2-5 business days with no guarantee. If Id wanted a gift card Id had bought that. I purchased these items as a gift for Christmas based on the information given by this company. Id had certainly ordered something else from another store to arrive in time for Christmas if Bombas hadnt been deceptive in their false advertising. Now its 12/21 and hopefully Ill be able to find another gift locally since it is NOW too late to have anything shipped. This was my first time interacting with this company and I feel they intentionally mislead their customers. All of my other purchases placed in this time frame have or will arrive tomorrow. However, none of those companies deceptively chose a slower shipping method.

      Business Response

      Date: 01/03/2024

      Dear ********************

      We write in response to your message sent December 22, 2023 concerning Consumer Complaint No. #******** (the Complaint).  Thank you for bringing these matters to our attention.  We take consumer complaints very seriously and have successfully resolved the matter, as described in detail below.
      - On December 19, 2023, ******************************* (the Customer) placed an order (the Order) on the Bombas website ************** (the Site). At that time, Bombas was offering free expedited shipping for orders valued at $150 or more (the Offer), which Offer was applied to the Customers Order.
      - On December 20, 2023, Bombas discovered that, due to an unexpected systems issue beyond Bombass control, a number of orders placed on the Site that should have shipped with 2-day shipping, including the Customers Order, were inadvertently shipped with standard shipping (the Issue). 
      - Accordingly, on December 21, 2023:
                 - The Bombas Director of Customer Happiness  emailed the customers impacted by the Issue, including the Customer, to inform them that their orders were running behind schedule and might not arrive in time for Christmas. 
                 - The Customer replied to that email expressing her frustration and conveyed that she believed that the Offer was misleading and actually a ploy to get customers to spend more money. 
                 - In response, the Bombas email system sent the Customer an auto-reply message to let her know that, due to higher volume in customer contacts, she might experience longer wait times to speak with a customer service agent.
      - On December 22, 2023, Bombas:
                 - Received the Complaint, and refunded the Customers Order and replied to her email to 1) notify her of the refund and 2) further explain the reasoning behind the shipping delay. 
                 - The Customer has not responded to our last email so we have now closed the conversation in our customer service ticketing system. 
      - The correspondence detailing this exchange is attached herewith.  

      If you have any questions or would like further information, please contact myself at ****************************************** or our SVP of Legal, ***************** at ******************************************************.

      Sincerely,
      *****************************
      Bombas LLC, Customer Happiness Team




    • Initial Complaint

      Date:12/08/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      This company is not only rude in chat, but incompetent. I added my cc 4x times because the error said, 'technical difficulties'. My cc was fine and so was the bank. But the service chat person said it was my fault. NOW the chat is not working and there's no way to call them.I added my cc and gift card and it disappeared. Now they're not taking credit cards; there's no way to add it to the site. All of my info is in their site, but I can't access my account info. The gift card expired today, so now I can't use it.Finally, the chat closed up and now you can't even get into the chat. This company is a rip off!

      Business Response

      Date: 12/15/2023

      Dear **************,

      We write in response to your message sent 12/8/23 concerning Consumer Complaint No. #********.  Thank you for bringing these matters to our attention.  We take consumer complaints very seriously and have successfully resolved the matter, as described in detail below.
      - On December 7, 2023, ********************* (the Customer) contacted us via the chat function on ************** (the Website) to inform us that she was getting an error message when trying to checkout. 
                - A Bombas customer service  agent entered the chat and asked the Customerto perform certain troubleshooting steps. 
                - After a few failed attempts, the Customer confirmed that she was still not able to place her order. 
                - The Bombas customer service agent advised the Customer to contact her bank. 
                - The Customer contacted her bank and the bank confirmed that there was not a block on the credit card the Customer was trying to use when checking out on the Website. She conveyed this to the Bombas customer service agent. 
                - The Bombas customer service agent informed the Customer that there was an error in the checkout process but it was not a Bombas systems error, and explained that there was nothing further that Bombas could do at that time. 
                - The Customer threatened to leave a public review about her experience, and the Bombas customer service agent suggested that she try to place her order again in a few hours.
                - The Customer then reached out to ********************** customer service via email about the issue. 
      - On December 8, 2023, a different Bombas customer service agent responded to the Customers email and confirmed that there  had been an internal issue preventing her purchase that was unknown to Bombas at the time of the December 7 chat conversation with the Customer and had since been resolved. The ********************** customer service agent recommended that the Customer try to place the order again using the ****** Chrome web browser or on an alternative device. 
                - The Customer confirmed that she was able to place the order successfully and also added that she was offended that the Bombas customer service agent with whom she corresponded via chat seemed to blame her for the issue. 
                - The Bombas customer service agent apologized for the Customers experience and offered **** 20% discount to use on a future purchase. 
                - The Customer expressed that she was dissatisfied with the discount and the Bombas customer service agent told her that were unable to offer a different discount. The Bombas customer service agent then closed the conversation. 
      - On December 12, 2023, the Customer  reached out to ********************** again via email to request an exchange or return for the underwear 3-pack she purchased in her December 8 order. 
                - A Bombas customer service  agent responded with the necessary follow-up questions to assist the Customer o with her exchange. 
                - At this time, we are still waiting on responded to those questions from the Customer so we can process the exchange. 
                - The correspondence detailing this exchange is attached herewith.  
      If you have any questions or would like further information, please contact myself at ****************************************** or our SVP of Legal, ***************** at ***************************************** .

      Sincerely,
      *****************************
      Bombas LLC, Customer Happiness Team

    Bombas LLC is NOT a BBB Accredited Business.

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