ComplaintsforSunny Sports

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a price match of ********************* Cloud 20 Sleeping Bag. Sunny Sports has the items for $339.95. I met all the terms of conditions for a price match of $167.92 to include free shipping and an additional 5% off guarantee. Both sales and customer service are not honoring their advertised policy and stated they no longer have the item in stock which is not accurate. At the time they notified me this, I was able to simultaneously select the item which was in stock on their website and add to my cart. At the time of my emails, both they and the competitor have the items in stock. I submitted the request on 3/28 at about 10am PST. They declined my request 3/29 at about 2pm PST. Its currently 3/29 7:44 PM PST and they have the time in stock on their website.

  Business response

  04/04/2023

  Our price match terms and conditions stathe that
  The product must be in stock at both SunnySportss and at the other seller at time of request
  
  Since that other website didnt have it in stock, we will not price match it. It was not available to hip to customer now was it available at that time for them to pick up at the store. It said it will first be available to pick up at that store on April 10th. And not it's out of stock at that store or unavailable to ship to them. 

   

  
  

  Customer response

  04/04/2023

  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 initial request to Sunny Sports was submitted on 3/28/2023 at 10:10am PST. I followed up several times after. Sunny Sports deliberately and intentionally was slow to respond to my request to allow time for the competitor to sell out. At each time I followed up with Sunny Sports, until their final response on 3/30/2023 at 2:52 PM PST, the item was in stock with both sellers. They refused to honor their published policy and misled consumers with unreasonable delays allowing them to circumvent their advertising. Sunny Sports has subsequently lowered their price on the item from $339.95 to $199.95, recognizing the sale price of competitors.

   

   

   

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

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

  Business response

  04/18/2023

  If we were unable to match the prices that customer wanted, they are free to purchase this from Sportsman Warehouse or from any other website if their price it cheaper.

  Or if our price as gone down and we have stock they are free to purchase it from us at our published price 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a pair of shoes from this companies website. Two days after the purchase they send me an email and say they have cancelled the order because they accidentally had the wrong selling price online. Which none of that is my problem. False advertisement on their end and I would like the product I purchased for the amount I purchased it for.

  Business response

  11/15/2022

  We are very sorry for the frustration and inconvenience this has caused. As explained in the email this item was sold at an incorrect sell price and we therefore had to cancel the order. 

  It is unfortunate that this error occurred. and the cancelation of this order was processed in accordance with our Terms and Conditions of Web Site Use and our Pricing and Availability Policy posted online.

  Policies - Shop SunnySports Today and Save | SunnySports

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Rumpl Down Sherpa Blanket from SunnySports online for ***** on 6/26, order number *******. On Wednesday, 6/29 I received a email notification that the package was delivered to my residence via *** tracking numbe* ******************, which through the *** website indicated the package was provided to **** for delivery via tracking number **************************. I contacted SunnySports customer service on 6/29 to let them know I did not receive the package. They told me it was delivered and to contact **** because theres nothing they can do about it. I contacted **** on 6/29 and opened a incident ticket to see if they could locate the package, incident number ********. **** contacted me on 7/1 to let me know the package could not be located and to contact the sender. I called SunnySports on 7/1 letting them know **** could not locate the package and requested a refund. SunnySports told me they could not issue a refund because the package was delivered. The package was not delivered and **** could not locate the package. The tracking history does not make sense saying it was shipped from ********* ** and delivered to ********* ** even though the company said they ship from **. I feel the company is intentionally ripping me off for $***** by not refunding me for a product I purchased but did not receive.

  Business response

  07/01/2022

  This package shipped via *** Surepost which is shipped by *** and delivered by the postal service.

  The package left our facility under *** tracking# ****************** on 6/27, it was transferred to the postal service on 6/28 under tracking# **************************. 

  The ***************** shows that this package was delivered to the garage or an alternate location at the address at 2:07 pm on June 29, 2022 in *********, ** ****** 

  Since customer is claiming non receipt of this delivered package we advised that a claim will be filed which may take up to 10 days to be investigated. the claim has been filed today once approved we will issue a refund or reship. 

• Initial Complaint

  04/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made order in sunnysports.com. Order #: ********************.Order was successfully placed, while ~1 day later, I saw my order got backordered. I thought my order would still be fulfilled when order back in stock, since I received a followup email from Sunnysports, saying, my ordered item is back in stock. (the screen shot as proof as attached.) However, when I checked back order status, it got cancelled for no reason. I contacted customer service in email, but no any response. My request is 1) explain what was going on and apologize; 2) fulfill my order and deliver my order.

  Business response

  04/25/2022

  We had a few pieces in stock, however we did not have enough  to fill all our orders (including this one). This item has since been discontinued and we will no longer be receive any more in. Therefore, we had no choice but to cancel this order.  

  Customer response

  04/25/2022

  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]

  Understood total # of item back in order may not fulfill all orders placed, however, if my order is not in the list of back-in-order fulfillment, I am not supposed to receive email reminder, saying, 'item back in order!'.  Supposedly, anyone receiving that msg should get its order fulfilled automatically. Otherwise, it is wasting time on both customer and vendor. 

   

   

   

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

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

  Business response

  05/03/2022

  I'm sorry for the email that the item was back in stock

  Unfortunately we did not get any more in.  The item was also discontinues/no longer carry them so the order was canceled 

  Customer response

  05/03/2022

  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]

  It is not a pleasant experience. Seller's response didn't solve the issue. As said, the sequence was: my order was placed successfully -> received notice that my item is backordered. -> Received another email saying my item is back in order -> it was ended up order cancelled. 

  My expectation was order should be fulfilled as soon as order back in stock, while seller didn't make it happen clearly.  I am wondering how seller would avoid this happening again to save time/effort for both sides in future.

   

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

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

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello The -Order number with sunny sports is **********. I ordered a pair of under armor shoes for ****** the online ad said that the shoes were 9.5 mens size. The order took place on 8/23/2021. When I received the order it was 9.5 womens. When I called sunny sports to tell them they saud that the 9.5 size was unisex???? First I have never heard of a unisex size shoe in my life . Second, it did not say unisex or women's size on the ad at all.In fact I filtered the request online for mens size shoe only. They sent me a return label on Sep 1st .I sent the shoes directly back when i received the order. They played game saying they were trying to locate the return until Jan 20th they finally responded by email saying the shoes were used and they will not return them but will send them back. The only thing that I did with the shoes is lace them up and put them on once. When they were way too small,i put them back in box and requested the return. After research, this is common practice with this company. They should not be allowed to market online as their main business practice is to deceive and delay service in order to make a profit. So now they have the product and my money. They will not exchange it they will only send me back the product i returned to them. Honestly, at this point, I gave up on trying to work with them because it feels like they get pleasure on doing business this way. Please help me get this resolved. Thank you for taking the time to read this.

  Business response

  01/24/2022

  ******#*********************
  
  8/27/21 customer contacted us that we sent the wrong item / Mislabeled  WOMENS INSTD MENS 9.5,
  Warehouse confirmed shoe is unisex Size 11 is 9.5 in mens
  
  09/01/21 customer submitted a request to return for exchange Prepaid return label was issued ******************
  
  09/20/21 this was received and checked (as all returns are) by our returns department when then discovered that this may have been nor returned properly
  This was sent to the store in inspect and advise
  
  Note: we were closed for Jewish Holidays for approx. 10 days in September so the September returns took a bit longer to process.
  
  Return Policy - Shop SunnySports Today and Save | SunnySports we can accept returns for refund or exchange as long as you haven't used it.   
  09/25/21 We advised customer that Upon checking, the item is still being investigated. I have sent a follow up to our liaison to check the status of the refund for this order. 
  Please be advised that there might be a delay on the update regarding the refund as most of our departments are closed up to 09/29/2021 in observance of Sukkot. We will resume our normal operation on 09/30/2021.
  
  However it came back Used.
  10/01/21 We advised Customer: We have been advised by our returns department that the item arrived in used condition.
  Please understand that as per our return policy, the products must be in brand new,mint condition, and have all original manufacturer's packaging, materials, and accessories.
  With such,we are sorry to say that we will not be able to process your return and we will be needing a return shipping label to ship this back to you.
  
  10/05/21 We then advised customer that according to our team, we can ship the item back at no cost as a courtesy.
  Please kindly let us know if you would like to proceed.
  We received NO reply
  
  01/17/22,and 01/18/22 and 01/20/22 again we advised them of the same
  To which he finally replied
  You will be hearing from the BBB . This order was returned in Sep. You guys try to turn a profit by deceitful marketing and delayed customer service. At this point, I do not even care about the product or the money. This is an order that I placed in Aug and you guys are still playing games. This is not worth my time you guys can resolve this with the BBB.
  
  This should have just been tried on inside and not worn outside-if they were too small, they should not have been used and walked on outside.
  
  Once again, Per our return policy, we can accept returns for refund or exchange as long as you haven't used it. 
  But this was returned used and dirty. We cannot process this return.  

  Customer response

  01/27/2022

  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]

  The shoes were not used. I tried them on walked in them for literally five mins. Realized my feet were beginning to hurt. Took them off inspected them. Realized they were the wrong size and put them back in the box and requested a refund. That is exactly what happened. The shoes are not dirty. This is silly. The advertisement for the shoe was not marked as unisex. Nothing on the ad that i purchased the shoe on marketed the shoe as women's or unisex. I filtered the search for men shoes only in that size. That shoe came up .I bought it .I received it .I trusted initially that the shoe was the size I purchased but didn't realize it wasn't until I walked in them for few mins. That's is exactly what happened. Any brick and Mordor shoe store on earth would of accepted the return of the shoes. The reason why you aren't is because it is simply your word vs mine. I am not the only client of yours to feel like I have been taken advantage of. The BBB rating reflects that. The fact that this item was received by you in Sep and we are still going back and forth is absurd. All I wanted is a pair of shoes that fits . I will even take a pair of shoes in my size for equal or somewhat less value. I have no use for a pair of shoes that do not fit. 

   

   

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

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

  Customer response

  02/08/2022

  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]

   Here is how they market the shoes on their website. There is no room for consumer error. They made the error by sending me the wrong size shoe. I will only accept a refund between 75%-100% of what I paid.  I am willing to take a small hit for trying the shoes on and walking on them for a few mins. However I think the larger mistake was made on the company so they should be liable for the majority of the loss here. I attached a clip from their website to show how the shoes are marketed. They even have " shop with confidence" regarding shoes size to ensure you get what you ordered. I am not going accept a product back that I paid for but did not order. They no longer market the shoe I specifically bought so judging on the reputation of the company their common business practice is to sell clients the wrong size when their supply gets low . Like I said I would be willing to take a little bit of a hit on the refund .But do not want a product back that i didn't order. Thanks. 

   

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

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

  Business response

  02/09/2022

  This is getting nowhere

  Customer just resubmits the same exact compliant over and over again and our reply will remain the same

  Return Policy - Shop SunnySports Today and Save | SunnySports
  Return & Exchanges: You have 60 days from the date of invoice to return merchandise for full refund, then another 60 days (120 days in total) to return for exchange or store credit as long as you haven't used it. If we shipped the wrong item or the wrong size we gladly take them back for exchange of refund and customer r was issued a pre-paid label to return them.  
  If they were marked incorrectly, don't use them just send them back 
  But this was returned Used/Dirty (as per previously attached photos) 
  We cannot process this refund in the condition in which it was returned 
  The only thing we can do is sent it back to him as is, once he confirms this with us

  Once again and Final: This was returned used and dirty and no refund can be processed on this item in this condition  

  Customer will need to contact us and request/confirm that we should ship this back to him and verify his shipping info. 

  Once he does, this will be returned to him.

   

   

   

   

*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. ↩